- tell you about home care service providers in your area
- explain the differences between low-level and high-level care
- determine and approve your eligibility for home care package
Our friendly staff are always available to explain the costs of the various services we provide.Feel free to call us and we will be happy to provide an obligation-free assessment and cost estimate for you.
If you think you may need a 24-hour care program, we will provide you with a personalised care quotation following a discussion about your loved one’s individual needs and wants.
All of our care comes with a service guarantee. If at any time you feel this guarantee is not being fulfilled, you are encouraged to contact our office directly on 1300 912 155.
Each client has their own Client Services Coordinator who is a single point of contact for you.If you have any problems with the level of service being provided, or want to change your PCA, simply call your Case Manager.
You can even call our office on 1300 912 155 if you are unhappy with any element of your service.
GIHC has a comprehensive operation manual with specific procedures and forms to ensure that all feedback, issues and complaints are handled in an efficient and professional manner.
- calling us on 1300 912 155
- emailing us via email@example.com
- through this website www.gihc.com.au
- in person at one of our offices; or
- by mail to Head Office, 84 Hotham Street, Preston VIC 3072
- provide you with information about us and other services, so that you can make informed choices about your services
- We will use interpreters if English is not your first language and you need this assistance
- have multiple ways you can contact us both day and night; you can call, email, visit our website or write to us
- involve you in all decisions relating to your services and respect the decisions you make
- ensure you understand your rights and responsibilities and provide you with a copy of this information
- protect and respect your privacy and keep your confidential information secure. We will only provide it to others with your permission, or when it is necessary for medical reasons
- ensure your services are provided by workers who are qualified and skilled, and match the requirements you have set around character and personality
- ensure your services and care are delivered in a manner that respects your choices, capabilities, preferences, interests, opinions, cultural background and personal circumstances
- encourage your participation in all areas of your care
- provide services and care as we say we will, making sure we keep you up to date in all aspects of your services, and any changes that we together agree will be made
- treat you fairly, and always with dignity and respect
- welcome your feedback in all areas of our service provision
- explain how you can make a complaint and how it will be managed, then ensure the complaint has been dealt with to your satisfaction
- acknowledge your uniqueness
- assist you to access an advocate of your choosing
- provide services that set the benchmark for care throughout the aged care and disability industries. We always strive to meet and exceed these industry standards, which include the Charter and Rights for Home Care under the Aged Care Act and the National Standards for Disability Services