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 .
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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 :
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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 ’
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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 .
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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
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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
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MERRI HEALTH / ANNUAL REPORT 2022 |
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23 |