Charter of commitment to service quality
Commitment to service quality
We are committed to providing quality products and services. In doing our work, we will:
- give highest priority to the health, safety and well being of residents in aged care homes
- be ethical, honest, courteous, professional and respect confidentiality
- be helpful
- provide accurate information in plain language
- work with aged care providers to promote continuous improvement and better practice in aged care homes
- be accountable for our actions
- be fair and unbiased in our actions and decision making
- seek feedback on our products and services and use the information to monitor quality and to continuously improve
- welcome comments, suggestions and complaints
- analyse comments and complaints individually, and review collectively to identify and respond to any systemic issues
- consult, on a regular basis, with representatives of the aged care sector and consumers
- be customer-focused and efficient
- meet all our statutory obligations.
At an individual and at a corporate level, we strive to continuously improve.
top
Client contact standards
We aim to respond to general enquiries within seven working days. More complex correspondence will be acknowledged within seven working days and responded to within 28 working days.
Complaints will be acknowledged in writing within seven working days and seek to be resolved as quickly as possible, in consultation with the complainant where appropriate.
Accounts are settled within the trading terms of the supplier.
Wherever possible, we will provide for transactions to be made electronically.
We will provide information or material in hard copy for people who do not have access to the Internet.
top
Review and measures
We will review this charter for relevance, compliance and performance on a regular basis. The commitments in this charter align with our corporate goals and key performance indicators.
The following measures will be used to assist monitoring our compliance with our commitment to service quality:
- Feedback shows 95 per cent of approved providers are satisfied with Company performance
- 100 per cent compliance with CAC Act, Corporations Law and our Company Constitution
- Maintenance of Quality Management System to ensure certification is maintained.
Accreditation quality assurance
The accreditation quality assurance program is a program of activities and processes designed to maintain conformance with set processes and to find better ways of performing accreditation activities. This sits within our broader quality assurance program and ensures information on how residential aged care homes provide care and services to residents is accurate.
Implementation of the quality assurance program reflects:
- our commitment to performing high quality work in a way that is consistent with our values, code of conduct, and approved audit methodology
- our commitment to effective and accurate assessment and decision-making of residential aged care homes’ care and services to residents
- our commitment to providing information about performance and better practice in a way that promotes quality improvement of resident care and services.
Click here for more details about Accreditation quality assurance.
