Customer service model
The Royal District Nursing Service in Melbourne has opened a new, centralised telephone customer service centre.
A new centralised customer service centre for Melbourne’s Royal District Nursing Service (RNDS) has been opened by the Minister for Senior Victorians, Lisa Neville, who says it is a model for other health and community service providers.
The new facility will provide a one-stop, contact point for referrers, clients and their carers, managing all inbound calls across the RDNS’s 20-centre network.
With the new set-up, if one centre has a sudden spike in enquiries, staff from adjoining centres will be able to provide assistance.
Ms Neville said the purpose of the centre was to give all callers a responsive, consistent and personal response.
“Clients may be frail and elderly, have chronic wounds needing regular attention or have recently come home from hospital,” Ms Neville said.
“In a world of rising demand for health services, other providers can learn from the RDNS’ achievements in managing change and improving services.”
The RDNS is Victoria’s biggest provider of home nursing help.
It employs some 1000 nurses and allied health staff and delivers 600,000 hours of nursing and treats 40,000 people a year.
The service receives $70 million annually in under the Home and Community Care (HACC) Program funding to deliver nursing services in the community.
The Customer Service Centre can be reached on 1300 33 44 55.
