At Everglow, we strive to not only provide safe and high-quality home care services to our clients, but we also aim to continually improve those services and client care by encouraging and welcoming feedback from our clients.
Under the Aged Care Statement of Rights and Everglow’s philosophy, all clients have the right to make complaints and give feedback free from any concern of reprisal. Feedback, complaints, and compliments help us identify what we are doing right and where we need to make improvements.
Everglow is committed to delivering responsive, high quality, person centred services and therefore we welcome frank, respectful and open feedback regarding our services, decisions and procedures. You and/or your family members and representatives have a right to provide complaints, compliments, and comments about our services, procedures or decisions, and contribute to the creation or improvement of services, programs or procedures.
Whether you’re concerned about the quality of your care, how you are treated by staff, the accuracy of your invoices or choice of activities provided by Everglow, we want to hear from you. Feedback is an important part of our improvement processes, and we encourage you to let us know if you are having any issues with your service. This can be done by contacting your Case Manager in the first instance or speaking with your care worker who can also assist. You are welcome to make a written complaint, use a feedback form or tell us your concerns in person or over the phone. Additionally, we will support and respect your choice to have an advocate represent your wishes.
Everglow staff will approach complaints respectfully and with an open mind, and resolve complaints in a fair, prompt and objective manner. We ask that you are respectful also when communicating a complaint.
Everglow can offer language and other communication support for you if required. Feedback can be made:
If you feel we haven’t resolved any issues about your services, you are able to contact the Aged Care Quality and Safety Commission and submit a formal complaint. Their number is 1800 951 822 and the website is agedcarequality.gov.au. Additionally, the Queensland Aged and Disability Advocate is available to assist you in resolving issues about your care and they can be contacted on 1800 818 338. Of course, we will do everything we reasonably can to ensure any concerns are heard and dealt with to your satisfaction.
For 35 years we have developed a reputation for working in partnership with our clients to provide safe and quality care that is personalised, dignified, respectful and focused on maintaining individual autonomy and community connection.
Monday – Friday
8.30 AM – 4.30 PM
