When can RDNS visit?

Within 24 hours of receiving your referral we contact you to decide on a care plan and an appropriate staff member is assigned for your first visit.

RDNS staff are available to visit 24 hours a day, every day of the year.

Evening, night and weekend visits are prioritised according to your needs.

What does it cost?

When our staff first visit they will outline the RDNS fee structure that will apply to you.

If you are required to pay a fee, you will receive a monthly invoice, and can pay by cheque, credit card, BPay or at a bank listed on the invoice.

Home And Community Care (HACC) Program clients

RDNS is required to charge a fee if your care fits under the Home and Community Care (HACC) Program. The fee you are charged depends on your income level.

The Department of Human Services sets HACC fees as follows:

For HACC eligible pensioners and healthcare cardholders, the cost is:

• $3.00 per visit to a maximum of $36.00 per month (Nursing)
• $7.80 per visit to a maximum of $36.00 per month (Allied Health)

For other HACC eligible clients, fees are assessed on an income level scale:

• $3.00 per visit to $70.00 per hour (Nursing)
• $7.80 per visit to $76.50 per hour (Allied Health).

For HACC eligible pensioners living in a supported residential service or clients that are part of RDNS' Homeless Persons Program, no fee applies.

If you have difficulty paying your HACC fees, discuss this with your nurse, who can apply to have your fees reconsidered.

Funded Programs (Fee-for-service) Sometimes fee-paying healthcare programs may purchase services from RDNS on your behalf. Talk with the person who is arranging or funding your care for more information.

Self-funding clients Clients who are not HACC eligible and are not funded under a funded (fee-for-service) program are charged a fee in line with RDNS current fee schedule.

What are my rights and responsibilities?

We believe that both you and our staff have certain rights and responsibilities.

Our staff will:

• Give you access to home healthcare without discrimination
• Provide quality healthcare based on your needs as assessed by them
• Ensure you get information about our services and fees in a language you can understand
• Encourage you to be kept informed and included in decisions about:

o          Your care

o          Your right to accept or refuse care

o          A change of nurse if there are any difficulties

o          Accessing information, opinions or advice from other sources

o          Participation in research projects on a voluntary basis

o          Access to an advocate to represent your interests

o          The use of personal data collected

• Consider and respect your privacy and dignity
• Consider safety (yours and theirs) in the delivery of care
• Be easily identified when providing or observing your care
• Maintain confidentiality

You can help us by:

• Assisting us with your home healthcare and safety (eg. No smoking in room with oxygen equipment)
• Providing accurate and up to date information
• Accepting the consequences of your decisions regarding your healthcare
• Respecting our staff, their rights and dignity
• Not offering gifts, articles or gratuities to our staff
• Ensuring, as far as practicable, that our staff when visiting your home have a safe working environment without risks to health, eg. arrange for dogs (or other pets as appropriate) to be restrained or confined so that they cannot access RDNS staff; no smoking, no dangerous weapons, no aggressive persons
• Heeding occupational health and safety advice from RDNS staff (eg. bathroom safety, using a suitable bed/hoist)
• Keeping our client care record safe 

What about confidentiality?

RDNS respects your right to confidentiality at all times. Our staff will not discuss your personal information with any other person unless you give them permission to do so. Your Client Care Record is usually kept in your home, so that you and your carers can participate fully in your care. You (or your nominated carer) are responsible for your record and you have the right to refuse anyone access to it.

Information Privacy Policy statement

What about equipment and supplies?

Specific equipment and supplies are often needed to provide safe and effective home healthcare. Your nurse will advise you about equipment and supplies and where to buy things at a reasonable cost. 

What if I'm not happy with the service provided?

We make every effort to provide care of an excellent standard. However, sometimes things can go wrong, and we value your feedback so we can continue to provide you with optimal healthcare. If you have a complaint or feedback about our service, please speak with your primary nurse about the issue in the first instance. If this is not possible or appropriate, please phone or write to the Client Services Manager.

You can also contact:

Consumer Relations Coordinator - Head Office - (03) 9536 5222

The Victorian Health Services Commissioner on (03) 8601 5200 or toll free on 1800 136 066 - Office of the VHSC

If your complaint is about an account, please ring our Finance Department on 1300 33 44 55 or (03) 9536 5222.