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The Rapid Outreach and Response team responds to urgent situations regarding care and accommodation.

Eastern Suburbs ACAS  9881 1875

Outer Eastern Suburbs ACAS  9764 6390

What is Rapid Outreach Response (ROR)?

ROR offers an intensive mobile outreach service to older people living in residential facilities or the community who are experiencing:

• an acute episode, or
• exacerbation of a chronic health condition, or
• deterioration of a complex social situation that would normally lead to an inappropriate hospital presentation or admission.

It will provide a multi-disciplinary rapid assessment response, short-term case management and provision of services/treatments to frail, older clients living in residential care or the community.

Hours of Service

Monday to Friday
8.30am - 5pm

What does Rapid Outreach Response Provide?

• A rapid comprehensive, multi-disciplinary assessment
• Improved care planning and collaboration with primary care providers, particularly with the local doctor
• Short term intensive case management up to 5-7 days to ensure the care plan is effective
• Short term co-ordination of increased services

Who is on the Team?

• Multi-disciplinary health professionals
• Geriatrician

In which area is the service available?

• Whitehorse
• Manningham
• Monash
• Maroondah
• Knox
• Yarra Ranges

Referrals can come from any source, including:

• Client's treating doctor
• Client can self-refer
• Carer or service provider

There will be GP involvement in all cases.

How is a referral made?

By contacting the duty worker at the Aged Care Assessment Service/Rapid Response Program at one of the following locations:

Your rights

While you are on the Rapid Outreach Program you have the right to:

• Present to hospital and seek medical assistance
• Receive care with dignity and in privacy
• Receive care with respect for your beliefs
• Be informed about the organisations and the care they are providing to you
• Discontinue services
• Complain about services without fear of reprisal
• Have someone of your choice to advocate for you.

Your Responsibilities

It is your responsibility to:

• Keep all your carers and local ROR case manager up to date with relevant information on your condition and circumstances
• Inform the ROR program coordinator if you are dissatisfied or unhappy with any aspect of your care received
• Treat service providers with respect and dignity
• Maintain payment arrangements for those services that you already had in place
• Provide a safe environment for service providers

What you can expect from the Rapid Outreach Response Program?

The Rapid Outreach Response program will undertake to keep all information confidential between ROR staff and Eastern Health, your doctor and the services contracted for you. The services will be coordinated in order to meet your individual needs. You will receive a letter and care plan outlining these services. You will receive follow up in 24 hours and again as necessary to ensure that you are recuperating as expected. The services you will receive will be provided for 5-7 days.

Protecting Your Privacy

Our staff are committed to respecting your confidentiality and preserving your privacy. We will keep your personal information secure and protected from unauthorised access or improper use, and we will only disclose information about you if it is authorised by you or mandated by law.

All our services comply with the relevant information and privacy legislation.

If you would like a copy of our Privacy Policy please ask a member of staff or read it online.

Eastern Health is accredited by the independent Australian Council on Healthcare Standards in recognition of the achievement of acknowledged standards, and the commitment to continuous improvement in the provision of healthcare services.