HomeMade is committed to achieving positive outcomes for our customers and always listens to the experience and feedback from our customers, their families and our broader community.
Your feedback is welcome as it helps us to improve our services and the HomeMade experience overall.
We incorporate all feedback and complaints into our monthly management meetings and use any issues to inform our Continuous Quality Improvement action plan.
A ‘complaint’ means an expression of dissatisfaction or concern made to or about HomeMade where a response, outcome, or resolution is expected.
An ‘incident’ means an act, omission, event, or circumstance that causes harm, or could reasonably be expected to cause harm to a Home Care Package participant. Examples of incidents may include falls, medication errors, injury, or any other unexpected or adverse events.
If an incident occurs such as a fall, physical injury, medication error or another event that is relevant to your care (or the care of the person you represent), the incident needs to be reported to us.
To report an incident, you can email us via incidents@homemadesupport.com.au, or if the incident is serious in nature, call us on 1300 655 688.
All incidents reported to us are investigated.
You can also find out about the Aged Care Quality and Safety Commissions Serious Incident Response Scheme .
We acknowledge your feedback by email or phone as soon as possible. A HomeMade team member may contact you for further information.
HomeMade’s complaints and feedback process follows the Open Disclosure Framework as set out by the Aged Care Quality & Safety Commission.
We aim to complete a review of your feedback and respond within five working days. During this time, the HomeMade incidents and complaints team will investigate the complaint, and reach out to relevant people to gather information.
After we have come to a conclusion about the complaint, we will contact all involved parties to provide the outcome.
You may request your complaint be reviewed by a Homemade Management team by emailing feedback@homemadesupport.com.au outlining your reasons for dissatisfaction with the outcome, and your reasons for requesting an appeal.
If you’re still dissatisfied with the outcome, you may lodge your complaint to external agencies.
You can lodge a complaint to the Aged Care Quality and Safety Commission through the following means:
Phone: 1800 951 822
Aged Care Quality and Safety Commission, GPO Box 9819, Sydney, NSW 2000
If you would like additional support or advice you can also reach out to OPAN – Older Persons Advocacy Network who provide free, confidential and independent support to older people receiving government funded aged care services.
You can visit their website or call them on 1800 700 600
Acknowledgement of Country
HomeMade is a part of Attain Healthtech, dedicated to helping people attain better outcomes.