18 August 2017
Jewish Care Victoria has been awarded the highly regarded Best Practice Commendation Award from the Australian Aged Care Quality Agency, the national regulator for Aged Care standards and accreditation across Australia, at the Better Practice conference in Sydney on 17 August.
The Better Practice Awards are presented each year for projects, initiatives or programs that act as exemplars for other aged care service providers to assist and encourage improvement to care and services, and to recognise and disseminate better practice and innovation across the broad spectrum of aged care services.
The Commendation Award was received for Jewish Care’s unique and innovative customer satisfaction survey methodology that was developed four years ago by its Research Quality Innovation and Policy Unit. The survey methodology is used to obtain, understand and report on the client and resident experience of the various services Jewish Care provides.
The innovative approach has been presented at a number of conferences and forums over the last 4 years, gaining interest from a range of organisations and peak bodies.
“We are extremely honoured to have been recognised by the Agency for our approach to seeking client feedback for continuous improvement, amongst others, who were nominated for demonstrating high-quality innovations. This is an outstanding achievement and strong recognition for the excellent focus Jewish Care has on improving the client experience,” Jewish Care’s General Manager Quality & Innovation, Stephen Thomas said.
The survey measures the level of client satisfaction on a range of service elements and their level of expectation and then their level of satisfaction, allowing Jewish Care to better understand not only where service improvements can be made, but also to find out what areas clients have high, moderate or low expectation about its services. This allows Jewish Care to then develop a range of continuous improvements to service delivery and the client experience, and informs how the organisation can market its services and set client expectations.
In addition, the survey is adaptable, allowing it to be applied to any service area with minor modification and alignment to specific criteria for each service area and the relevant industry standards.