"Aged Care Assessment Service"

About: Eastern @ Home (Eastern Health)

(as a relative),

My father had cancer and was deteriorating. He was having care under a Level 2 Home Care package, but he and the family needed more support. We phoned My Aged Care to request a higher level package and therefore more care. We also contacted the ACAS (Aged Care Assessment Service) directly and told them that he was palliative and could they re-assess him ASAP. It took 4 months for him to be re-assessed, despite the palliative care nurses also ringing the service to see if he could be prioritised. He was re-assessed eventually- the assessment nurse was wonderful and he was approved for Level 4 home care, but he died a week later. Surely, palliative clients have priority, and surely re-assessments are screened by someone with relevant experience? We felt very let down by the system at a very vulnerable time.

Responses

Response from David Plunkett, Chief Executive, Eastern Health

picture of David Plunkett

Dear Let down at a vulnerable time

Thank you so much for taking the time to provide your feedback on Patient Opinion. Please accept my condolences with the passing of your father and also my apologies for your and your families experience with our services. I'm sorry you felt let down by Eastern Health.

If you are OK with this, I would like to provide your feedback and details to our ACAS team so they can learn from this and see what improvements can be made so your experience may not be experienced by others.

To this end, I would be very happy if you would like to contact me privately at david.plunkett@easternhealth.org.au with some details of your experience, this will be very valuable. Should you choose not to progress this way, I will provide your Patient Opinion post to the manager of the service.

Please accept my apologies and I wish you all the very best.

Kind regards

David

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