Resolute Care Group

Engaging with Resolute Care’s head office and their Ayr satellite branch has been a masterclass in poor professionalism and dismal record-keeping. The Clinical Care Director’s emails expose a severe lack of attention to detail, from failing basic clinical note-taking by addressing prospective clients by their surname, to sending out blank, unusable onboarding documents. When these operational failures are flagged, leadership suddenly cites "staffing changes" to back out of service, masking their own administrative errors behind polite NDIS jargon. At the local level, the Coordinator of Supports promises action but fails to deliver functional paperwork, leaving participants completely blocked from accessing required care. It is disappointing to see an agency whose communication and administrative systems are clearly at full capacity while they actively deflect accountability onto the client. I highly recommend seeking a provider capable of transparent, competent service delivery. Navigating a disorganized administration that covers up its own software and documentation faults will only leave you feeling completely drained. Update: It is telling that for the third time, management has pivoted to using the word "frustrated" to describe this interaction. Let’s be clear: I am not "frustrated." This is not an emotional response; it is a factual report of clinical negligence and service delivery failure. You are attempting to frame a structural business failure as a personal "feeling" to avoid accountability. There is nothing emotional about pointing out that your clinical note-taking is non-existent and your administrative systems are at full capacity. I am providing this feedback as a warning to others because your marketing and "warm emotional blankets" do not match your actual service delivery. When a provider fails at basic documentation and then becomes defensive the moment they are called out, it isn't a "misunderstanding"—it is a professional deficit. Update: 12 04 2026 I note that Resolute Care has now deleted their previous response to this review. Their own company mandate states: "Our goal is to provide a seamless wellness experience that is authentic and exceptional whilst offering you choice and control." However, their approach to client feedback is entirely reactive. Best-practice service management requires accepting feedback as a genuine, proactive tool for improvement. Instead of acknowledging a professional deficit—namely, that their administrative systems are running at full capacity—they have chosen to quietly scrub the public record to sanitize their image. Deleting comments to hide structural issues means genuine improvement is simply held up. An "authentic" experience requires transparency and accountability, not reactive PR damage control. Update: 15 04 2026 It is remarkable that despite explicit clarification, management has once again used the word 'frustration' to mischaracterize a factual report of administrative failure. To be clear: pointing out that your onboarding documents were blank and your record-keeping is blocked is not an emotional outburst; it is a request for professional rigor. Furthermore, claiming a lack of 'staffing skill mix' for basic household tasks and meal prep is a poor attempt to weasel out of accountability for the very services you initially offered until your own internal systems were worn out.

“I cannot praise Shirlene and Resolute Care enough for the incredible care they provided for my very sick sister. The team was compassionate, professional, and went above and beyond to ensure her comfort and well-being. They became her friends. Their dedication truly made a difference during a challenging time. We don’t live in Townsville so it was like my sister had another family looking after her. I can’t recommend them highly enough!”

Rebecca the assessor Lack of care and empathy. Poor assessments given is waste of time for the elderly and the incapacitated. She is rude thinks they are talking to children. No solutions. Rushed judgements and there time was far more important than yours when trying explain the assessment process over the phone no consideration from Doctors report and Southern Cross Coordinator. Makes you wonder why the elderly and incapicated bother to apply for help. No one is taking care of the elederly when we have these schemes available. One day the young people will become old and they will reflect on this before you know it time comes fast you will be a old person I over sixty in pain and looking for help.