Quality Care

The Quality Improvement Program at Anglican Care is a comprehensive program that manages the systems used to ensure that our service remains customer focussed and achieves our mission of quality service and value for money.

Quality Improvement includes policy development, implementation and evaluation, as well as the auditing of our systems to ensure that they remain current.  Quality Improvement is a collaborative effort that enables people to work together across organisational boundaries to improve shared processes.

Quality Improvement can take many forms and includes a wide range of activities to meet the needs of the organisation.  Individual facilities and services can implement Quality Improvement projects specific to their area or needs, or the project may be organisational.

The comprehensive Quality System ensures that residents and clients receive a high standard of individualised care and continue to be satisfied with the care they receive.

Each Anglican Care facility has an Internal Audit undertaken to monitor compliance with:

  • The organisations Policy and Procedure
  • The Quality Plan and the ongoing identification of areas for improvement
  • The Aged Care Standards.

During this process it is likely that you or your relative / representative may be asked questions about satisfaction with the service.  However at any time you may make a suggestion for improvement.

Suggestions for improvement may be made either verbally to a staff member, via completion of a Feedback Form which is located at reception or the Anglican Care website (click here to go to the feedback section of the website).  We encourage suggestions for improvement, comments and ideas, in order that we can continuously improve our level of service to residents and their relatives / representatives. The Quality system has been specifically designed to canvas resident satisfaction and to work collaboratively with residents, and their relative / representatives.

Benchmarking

Anglican Care subscribes to a national benchmarking program as another aspect of our Quality Improvement Activities.

Benchmarking involves the collection and submission of data on a number of areas such as resident falls, infection rates, staffing ratios.  These results are then compared to other Aged Care facilities and we are given an overall rating.  A number of resident / relative survey forms form part of the benchmarking program.

Measuring Satisfaction

Residents, relatives and staff satisfaction are measured in a number of ways. These are both informal and formal.  Formal measurement tools include the annual Resident, Relative and staff satisfaction surveys undertaken by Press Ganey.  As well as these tools all parties have the opportunity to raise issues and make comments at regular meetings held throughout the year.

Accreditation

All residential aged care facilities are accountable under the Aged Care Act and the Aged Care Principles.

The Aged Care Act outlines the processes of accreditation and the standards on which all resident aged care facilities are measured. The standards assess the overall quality of services provided by the facility.

The Aged Care Standards and Accreditation Agency manages the accreditation process.

There are 4 main Accreditation Standards:

  • Standard 1 Management Systems , Staffing and Organisational Development
  • Standard 2 Health and Personal Care
  • Standard 3 Resident Lifestyle
  • Standard 4 Physical Environment and Safe Systems