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Further information about Cro Care and its valuable work can be obtained from our Administration team.

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Visiting arrangements during Coronavirus (COVID-19)

In light of restrictions for Residential Aged Care we encourage family members to discuss all the available means of connecting with your loved ones.

The cooperation of our residents, respective family members, suppliers and clients in helping our staff manage the risk of infection to the people in our care has been excellent and we appreciate your ongoing support.

Please help us all stay safe by practicing strict hand hygiene protocol upon entering the facility, keeping 1.5m away from others and wear a mask covering both nose and mouth at all times (according to Vic Gov guidelines), and getting tested even if you have the slightest of symptoms. If you have any symptoms or have been in close contact with someone who has COVID-19, please DO NOT VISIT our facility.

If you or a family member have been asked to go into isolation due, please notify Crocare immediately and advise the last time you visited the facility.

Thank you for your patience as we have worked to keep residents and staff safe from COVID-19. We know it hasn’t been easy for you to be separated from your loved ones, and we are grateful you can visit again.

Feedback

At Cro Care, we take every opportunity to improve the services we provide in our home. Your suggestions, ideas or feedback are important and we encourage you to share them with us. If you have any issues or queries about the care and service provided to your relative or friend, please let us know.

Our staff are here to listen to you and are committed to ensuring your feedback is dealt with quickly. Cro Care is continually improving our care and your feedback is critical to that process.

Privacy Officer

The General Manager has been delegated Crocare’s Privacy Officer for the organisation to assist consumers and or their representatives who seek access or request correction of personal information held by the organisation. The General Manager will inform the enquirer of any documentation requirements associated with the request and promptly deal with the request as soon as practicable and within 30 days.

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy, please contact us at:

38-46 Barton St, Bell Park VIC 3215

administration@crocare.com.au

03 7037 5100

How to make a complaint?

If you wish to make a complaint about a situation where you believe your personal information has been inappropriately handled or there has been a breach of privacy, please write or speak to the General Manager.

The General Manager will follow the organisation’s Complaints Procedure which involves a response as soon as practicable, and action taken based on a risk assessment and within 30 days. A copy of the procedure is available upon request.

If you are dissatisfied with the response and or the handling of your complaint you may contact the following:

Health Complaints Commissioner (Vic)
Call: 1300 582 113
Address: Level 26, 570 Bourke Street
Melbourne. Vic 3000
Website: http://www.health.vic.gov.au/hsc/complaint.htm

Aged Care Quality and Safety Commission

GPO Box 9819, MELBOURNE 3001

Toll Free: 1800 951 822

www.agedcarequality.gov.au

Office of the Australian Information Commissioner (OAIC)

Call: 1300 363 992

Email: enquiries@oaic.gov.au

Address: GPO Box 5218 Sydney NSW 2001

Website: http://www.oaic.gov.au/