Why Rex Needed a Change: Communication Breakdowns and Missed Opportunities

Rex, an older Australian with complex care needs, had a Home Care Package reassessed at a higher level. But his previous provider was falling short.

According to Roslyn, a healthcare professional from a hospital avoidance service, there were several major concerns:

  • Poor communication: Multiple unanswered calls across several days created serious risks for Rex, who rarely reached out unless urgent.
  • Unspent package funds: Despite clear needs, the provider wasn’t proactive or making the most of Rex’s available support.
  • Unprofessional exit process: During the provider switch, Rex was left without essential personal care after hospital discharge, adding stress and risk.

These issues highlighted the need for a care provider who would be responsive, reliable and person-focused.

A Trusted Recommendation Led to Just Better Care

Roslyn asked peers for advice—and Just Better Care came highly recommended. A former franchise owner she trusted personally vouched for their care.

While Roslyn compared other providers, none offered the same strong communication or local commitment. Just Better Care stood out—and Rex agreed, saying, “All the staff are so caring.”

A Total Turnaround in Rex’s Care

After switching to Just Better Care, Rex’s experience changed completely:

  • Supportive, kind staff: Every team member was described as “really helpful and really nice.”
  • Care tailored to his life and interests:
    • Regular visits to the library
    • Connecting him with an astronomy group
    • Weekly physiotherapy sessions to support his recovery and mobility

Roslyn’s Advice to Others: Don’t Settle

Looking back, Roslyn says switching providers was a “100% great decision.” She encourages others to reconsider their current services:

“People often stick with the same provider because they like their carer—but carers can move on. The package is meant to support the client. A better provider can offer more value, lower fees, and more care.”

Ready to switch Home Care Package providers?

Our local Just Better Care teams make the process easy. We’ll guide you every step of the way so you can get the most from your Home Care Package.
📞 Call us today or visit justbettercare.com to learn more.

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