In March and April 2026, our Home and Community Services Consumer Advisory Body (CAB) members came together to share lived experiences, highlight what matters most, and help shape meaningful improvements across our services.
This feedback was presented to the Board in early June, and we thank all members for their openness, honesty, and practical insights.
Strong participation and engagement
This cycle brought together clients, family members and supporters, who shared valuable feedback through both face-to-face meetings and virtual forums across NSW.
· CAB members shared firsthand experiences of care and services, helping us understand real world impacts.
· Feedback was both positive and constructive, recognising what is working while clearly identifying areas for improvement.
Members also provided feedback outside the formal sessions, reinforcing that communication, responsiveness, and working together as one team is essential to deliver good service.
What we heard
CAB members shared feedback across four key areas:
1. Clearer, more responsive communication
Communication was the strongest theme raised, with members wanting timely follow-up, reliable responses and less need to chase or repeat information. CAB feedback reinforced that good communication is fundamental to trust, confidence and feeling supported at home.
The April 2026 Customer Experience Survey reinforced what CAB members told us. The findings showed that clients want to feel confident that their questions will be answered easily and promptly when contacting us, and that we are responsive and reliable around service schedules. The survey also highlighted the importance of stronger care partnerships, better awareness of available services, and clearer information about costs.
2. Relationships matter as much as services
Members highlighted the importance of consistent, relationship-based care, including continuity with their care partners and feeling known, not just serviced. Changes in team members or services can affect trust and the overall care experience, with feedback emphasising the importance of relationship-centred care in the home environment.
The Customer Experience Survey also showed that clients highly value the capability, friendliness and compassion of our care workers, as well as their follow-up on client wellbeing. At the same time, clients told us they would like care to feel more personalised and responsive to their individual needs.
3. Simpler, easier-to-use systems
Members identified challenges with systems and processes, highlighting the need for simpler and clearer pathways to get help. Digital tools should support, not hinder, the client experience. This includes exploring how the app, phone system, and service channels can complement each other.
4. Build on what is working
CAB members acknowledged positive aspects of service delivery, including support to stay connected and independent at home, and recognition of dedicated and caring care workers. This highlights the importance of continuing strengths while addressing gaps.
What happens next?
CAB members will receive a formal Board response outlining actions to address the feedback. Later this month, CAB members will be invited to work alongside the QCAB and with us to help co-design process and system changes that simplify access to services and communication channels.
How we are acting on your feedback
1. Your dedicated Care Partner
We are introducing a dedicated Care Partner for each Support at Home client. Over the next six weeks, your Care Partner will contact you to introduce themselves and get to know you better. In the meantime, you can continue to contact us on 1800 225 474, and we will arrange for your Care Partner to return your call within two to three business days.
Your Care Partner will be your main point of contact, helping to understand your needs and preferences, align your services with your care plan, make the most of your funding, and check in regularly to make sure everything is working well.
2. Improved phone experience
Our phone system has recently been upgraded to make contacting us easier. You can now:
· Check your schedule
· Request changes to your services
· Request documents such as invoices, statements, or care plans
· Choose a call-back option instead of waiting on hold.
3. Catholic Healthcare App updates
We continue to improve the Catholic Healthcare App based on your feedback. More than 4,500 clients now use it to:
· View their schedule
· Manage or request services and receive reminders
· Access important documents such as care plans, invoices, and statements
· Provide feedback.
If you are not using the app yet, you can download it from the Apple App Store or Google Play Store. You can log in with your mobile number using the autogenerated password, or with your email using the reset password option.
Looking ahead
CAB participation continues to be critical to how we improve, and we would love to see more members join us. By listening deeply to lived experience, we can make better decisions, strengthen trust and shared ownership, and make practical improvements to communication and connection that have a real impact at home.
We thank all CAB members for your willingness to speak up. Your voice is helping us deliver better care, every day.