April 2008

Now open-home nursing hub that never closes

Melburnians needing home nursing now have easier, 24-hour phone access to a central service.

Minister for Senior Victorians Lisa Neville opened the Royal District Nursing Service (RDNS) fully integrated customer service centre in Camberwell and saw its user-friendly upgrade in action.

‘This facility now provides a one-stop contact point for referrers, clients and carers.

‘All inbound calls across the RDNS network of 20 centres are now managed by the new Customer Service Centre with its dedicated number—1300 33 44 55.

‘If one centre has a sudden spike in inquiries, staff can be deployed from adjoining centres, something that was not previously possible.’

The Royal District Nursing Service is Victoria’s biggest provider of home nursing help, employing some 1,000 nurses and allied health staff.

It delivers 600,000 hours of nursing and treats 40,000 people a year.

Hospitals seeking help for discharged patients comprise 40 per cent of referrals.

The RDNS receives $70 million a year in Commonwealth-State Home and Community Care Program funding to deliver nursing services in the community.

Ms Neville said the centre aimed to give all callers a timely, consistent and personal response.

‘Clients may be frail and elderly, have chronic wounds needing regular attention or have recently come home from hospital.

 ‘As a substantial funder of the RDNS, the Government is happy to support the Customer Service Centre’s operation.

‘In a world of rising demand for health services, other providers can learn from the RDNS’ achievements in managing change and improving services.’