Merri Health 2022 Annual Report | Page 25

‘ YOUR GATEWAY TO SUPPORT ’ STATE-WIDE CAMPAIGN
We partnered with The Creative Works creative agency to develop and launch “ Your Gateway to Support ” campaign , to encourage Victoria ’ s unpaid carers to get the support they need through registering with Carer Gateway .
Developed with carers and featuring carers , the campaign reached out to carers through TV , radio , digital marketing , public-relations and outdoor signage , and social media . It was shown across all channels 5,014,778 times , prompting 30,903 visits to our webpage to find out more .
Registrations increased 12 % during the campaign , and the campaign was a Finalist in the 2022 Australian Marketing Institute ’ s Marketing Excellence Award .
MARKETING AND COMMUNICATIONS
Marketing and communications remained critical to keep our diverse community and staff connected and up to date with important news about how to access services and new health initiatives among changing COVID restrictions .
The team grew from five to seven as we increased our activity and Merri Health ’ s profile with significant state-wide Carer Gateway marketing and stepped up COVID Vaccination Ambassador campaign and recruitment campaigns .
We adapted our activities , increasing digital , social media and messaging platforms including Viber and WhatsApp to broaden our reach and engage culturally diverse community leaders . Changing priorities delayed planned projects including our PR plan .
What did we achieve ?
launched major state-wide Carer Gateway marketing campaign increased referrals by 12 %
developed and launched an online orientation in partnership with HR and staff
silver award recipient in the 2021 Australasian Reporting Awards
launched new reception team ‘ uniform ’ in Merri brand colours to help clients identify them
co-ordinated Vaccine Ambassador program
11 % increase in engagement for our Merri News newsletter
increased Merri Health ’ s brand reach and positive engagement , included :
11.7m total reach and engagement on Facebook
73K impressions on Twitter
83.7K impressions on LinkedIn
77,000 website users , up 5.5 % from last year
What ’ s next ?
• review of our marketing and communications function
• increased PR & media focus to build awareness of Merri Health services
• enhanced website to make it easier for users to get timely information
• launching our first podcast ‘ The Care Mosaic ’
QUALITY AND CUSTOMER EXPERIENCE
Our quality and customer experience team ensured that we meet changing safety practices and guided our clients through requirements and how to access services . Our front-ofhouse teams continued to provide a welcoming , re-assuring presence for vulnerable clients .
This year we undertook an external review of our front-of-house program performance , including systems , processes and client satisfaction .
The review outcomes will help us to provide a consistent and exceptional experience for all consumers .
What did we achieve ?
26 % increase in compliments received compared to the previous year
completed external review of our front-of-house function and identified improvement opportunities to provide a more seamless , consistent experience for clients
strengthened our clinical governance , risk management and compliance with our vast accreditation standards
What ’ s next ?
• developing and implementing an action plan to respond to the customer experience review recommendations
• external audit and assessment of our organisation and services across 10 standards & more than 225 indicators by the Quality Innovation Improvement ( QIP ) agency
MERRI HEALTH / ANNUAL REPORT 2022
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