Quality and Safe Services
Rigorous systems and processes are in place throughout our organisation to monitor , improve and innovate how we deliver safe , quality care .
ENSURING QUALITY AND SAFETY
Our Board Clinical Governance and Internal Governance Committees oversee quality and safety to ensure best-practice care and safe sites . Responding to the changing pandemic environment , particularly infection control and outbreak management protocols , and onsite aggression and safety were priorities this year .
What did we achieve ?
mapped 80 + services with risk profiles and a four-phase return / communications plan to ensure service continuity and the safe return of all staff to sites
safely delivered health services in line with changing COVID-19 restrictions
full co-design review of our clinical supervision framework
upgraded our quality reporting dashboard to make it easier to evaluate our progress
completed the triennial Violence and Aggression Survey , Snapshot and resulting Action Plan introduced staff training on Workplace Violence , Aggression and De-escalation
enhanced onsite security for better staff and client safety
introduced new First Aid Compliance Code
Challenges
• responding to and managing the impacts of COVID-19 on Merri
• proactively addressing and responding to an increase in aggressive client behaviour and its impact on employee wellbeing and safety
LISTENING AND RESPONDING TO CLIENT FEEDBACK
Listening and responding to client feedback helps us improve our services , sites and the way we operate .
We encourage feedback and provide five ways for people to let us know what we are doing right and what we need to focus on :
• in-person , phone , email , feedback kiosks at sites , website feedback form , email
Our Results :
358 comments received via our five feedback mechanisms
26 % increase in feedback on the year prior
26 % increase in compliments received over the year prior
21 % increase in complaints received versus the previous year
What ’ s next ?
• quality improvements that respond to negative feedback
• working with community representatives to identify ways to make it even simpler and faster to receive valued feedback from our consumers
• key project initiatives for 2023 to improve our consumer experience
“ The customer service here is pretty exceptional . Very genuine staff . I feel welcome and safe here .”
– Consumer
OUR PERFORMANCE
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“ If I could give you a score of 100 out of 10 I would . Blown away by the entire service I have received . From speaking to Anne on the phone to seeing Yash for my back problems and the way I was greeted by your receptionist when I arrived . Outstanding .”
– Consumer