We have had a consistently disappointing experience with GOC Aged Care and feel compelled to share it in the hope that it helps others make a more informed decision when choosing an aged care provider. From the outset, there has been a complete lack of urgency and reliability in the way GOC handles requests. Important services are delayed far beyond what is reasonable whether it’s arranging an Occupational Therapist, following up on care needs, or simply returning a phone call. There is little to no proactivity, and any momentum only comes when we repeatedly chase things ourselves. Appointments are frequently missed with no communication from staff to advise of cancellations or delays. This has caused stress and unnecessary disruption for our family, especially given the vulnerability of the person needing care. When you try to contact someone, it’s incredibly difficult to get through, we are often told staff are “in meetings,” and calls go unanswered or unreturned. Additionally, GOC charges a fee on the purchase of goods and services through the package, a practice that many other providers do not impose. These fees can quickly add up and, in our view, offer no added value, especially given the level of service being received. While we appreciated the kindness of the nursing staff, who were generally courteous and carried out their roles professionally, the broader support and structure of the organisation were disappointing. The responsiveness, coordination, and overall delivery of care did not meet the expectations we had for a professional provider. Despite raising concerns and offering feedback along the way, we saw little meaningful improvement over time. Overall, our experience has been one of frustration, disappointment, and concern. When families are relying on a provider to care for a loved one in their senior years, there’s a basic expectation of professionalism, responsiveness, and compassion. Unfortunately, GOC has failed to meet those in our case.
