In last week’s Feedback and Complaints webinar, hosted by the Aged Care Quality and Safety Commission (ACQSC), Jacqui Marden, Chief Executive Officer of Queen Victoria Care (QVC) shared the provider’s experience establishing a more responsive approach to feedback and complaints three years ago.
The changes have been “transformational” to the Not For Profit retirement living, residential and home care provider, Jacqui said. QVC is based in Lindisfarne, 6km northeast of Hobart city centre.
The key elements of QVC’s approach (RAC) are:
- A ‘no blame’ culture so that near misses and mistakes can be safely reported
- Transformed resident meetings into a Residents Advisory Committee (RAC) (which will become the Consumer Advisory Body), which has become the “most powerful voice” for improvements and transformation in the organisation
- Staff are advocates and role models for the residents
Also, key is aligning changes with the organisation’s values, which for QVC are ‘partnering with people to live their best life’.
The innovations have “changed everything from the board [down] and the way we see our residents and their complaints. It’s turned the whole organisation around to a positive place,” Jacqui said.
When establishing the RAC, QVC sent out expression of interest documentation and briefing documents, outlining the role, the purpose of the committee, terms of reference, code of conduct, and information about respectful communication. They also provide induction and orientation for RAC roles.
They also include conversation starters, for example, “What are some ways QVC can be innovative in its approach to consumer engagement?”
A recording of the webinar is available HERE.
The SOURCE: New governance requirements from 1 December 2023 will add to the compliance pressure for aged care providers.
