QUALITY AND SAFE SERVICES
Our commitment to monitoring , improving and innovating our delivery of care is demonstrated through our rigorous systems and processes .
Safe , high-quality services for all
We are dedicated to ensuring that all consumers receive safe , high-quality healthcare and services . Our key priorities have been the delivery of effective , person-centred and accessible care ; and meeting our full three-year Accreditation against QIC , Human Services and Rainbow Tick standards , and Mental Health Standards Mid-Cycle assessment .
What did we achieve ?
successfully met all standards with over 225 indicators in our full accreditation review
Key strengths noted by assessors included :
– our purpose and values are lived and reflected in how we operate
– leadership is visible – from the Board , the Executive and staff
– leadership role in the sector in terms of practice and development
– passionate about community , individuals and supporting them
– strong culture and practices around quality , safety and risk management , collaboration and networking , community engagement
– strong commitment to diversity and inclusion
Where can we improve ?
reviewing our systems , processes and technology so we can innovate and improve our service offerings
auditing our processes to identify discrepancies between practice and standards
What ’ s next ?
continuing to partner with community members to shape the way we deliver our services
Embracing client feedback
Consumer participation in healthcare is recognised and valued to improve healthcare quality . We ’ re committed to nurturing genuine relationships and monitoring consumer feedback .
We welcome all feedback and provide five ways : phone , in-person , email , feedback kiosk at sites and our website .
This year , we also focussed on consumer journey mapping . This helps us to better understand consumer needs and pain points , so that we can improve consumer experience .
What did we achieve ? 9 % increase in feedback
26 % decrease in complaints
10 % decrease in compliments
41 % increase in in-person feedback after appointments
Where can we improve ?
being able to meet the timely appointment requirements of our consumers . To do this , we have worked to understand their immediate requirements and actively encouraged them to share their experiences
What ’ s next ?
communicating with funders about community needs to secure additional funding
reviewing our consumer journey to identify where we can make positive changes to our processes , people and technology
“ I ’ ve tried all the community health providers over the years as my dad has a lot of health issues . Merri is easy to deal with , a friendly group of people who really care and help .”
– consumer
18 Our Performance