Our Quality Commitment

The quality of our services is as important to us, as it is to our residents and clients. It is therefore a key focus of our leadership, our systems, our staff development and our day-to-day practices.

We are committed to provide a range of quality aged care, lifestyle, leisure, activities and services which consistently meet client specific needs and expectations and to the fulfilment of all moral, legal and ethical obligations in respect of occupational health and safety responsibilities.

Quality can be defined in many ways and each person's expectations or experiences of quality may vary. However, common features of quality services include:

• Achievement of measurable standards
• A consistent approach by personnel
• Our services are informed by best practices and research, both nationally and internationally
• Feedback from residents and clients.

Achievement of Measurable Standards

Catholic Homes is required to meet accreditation standards established under the Aged Care Act 1997 for our Commonwealth-subsidised residential aged care services.

The Aged Care Standards and Accreditation Agency Ltd accredit and monitor homes against the Accreditation Standards, through accreditation audits, support contacts and review audits.  Even after a home receives accreditation, the Agency continues to monitor homes to ensure residents continue to receive a high level of care and that all standards continue to be met.  All homes will receive at least one unannounced visit per year focussed on care.  At all visits, assessors observe activities and processes in the home, as well as speak with residents, management and staff.

All our residential aged care facilities have been assessed as meeting the 44 outcome standards. Select the relevant links below to download the latest accreditation assessment reports:

All Catholic Homes residential aged care facilities also meet the Commonwealth's certification requirements.

Consistent Approach to Quality

Catholic Homes has a quality management system in place that communicates expected outcomes and practical guidance to staff in all areas of service delivery so that staff consistently delivers services of a high standard. This is also facilitated by staff education programs, competency assessments and continuous improvement processes involving internal audits, the investigation of incidents, complaints and other opportunities for improvement.

We also the first aged care organisation in Australia to use the sophisticated online risk and compliance toolkit developed by SAI Global. We have tailored this and use it to identify and manage our risks effectively, as well as ensuring that we are compliant with a complex range of legislated obligations and standards.

Best Practice and Research

Catholic Homes is a member of the Victorian peak body for aged & community care services, Aged & Community Care Victoria, as well as a member of the Retirement Villages Association. Through these and other networks and conferences, we keep abreast of best practices in aged and community care.

In 2007, Catholic Homes and the Australian Catholic University jointly appointed an Associate Professor in Aged Care. This partnership reflects our joint commitment to promote excellence in aged care by using our complementary areas of expertise promote evidence-based practice and further development of holistic, person-centred and relationship-centred approaches to aged care.

Palliative care and care for people living with dementia are the two priority areas of focus. Our palliative care project is underway and involves identifying staff strengths and needs in providing care for people with a life-limiting or life-threatening illness. This will be followed by a targeted and evaluated education program in coming months.

This will be followed by a project exploring resident, family, and carer needs related to dementia.

Feedback from Residents and Clients

We welcome feedback from residents, clients and their families about our services. This can be done by providing informal feedback to staff at any time, or by completing a Continuous Improvement Form.

Sometimes despite the best efforts, residents may find that some matters cause them concern.  We invite you, your family and friends to bring your concern or complaint to the attention of any staff member at any time.  This may be done formally using the Continuous Improvement Form or informally by discussion.

We take all comments, suggestions and complaints seriously and ensure they are investigated and acted upon in a timely manner.

The Residential Service Manager / Community Care Manager is responsible for addressing any comment or complaint and such matters are attended to promptly. We will do our best to resolve the situation and will keep you informed during the process. In some situations the General Manager will assist with complaint resolution.  If it is felt that the matter has not been addressed satisfactorily, external agencies are available for advice and in some cases to act on your behalf.

Our aim is to achieve a satisfactory resolution. We can also provide advice on the assistance available from advocacy organisations.

These agencies include:

• The Office of Aged Care Quality and Compliance (1800 550 552 - freecall).
• Website: www.health.gov.au/oacqc (and complete the Online Complaints Form)
• Elder Rights Advocacy (1800 700 600 - free call)

We conduct surveys regularly through our programs and within each home.  These results combine with the biannual organisational surveys to provide us with an assessment of our capacity to meet the changing needs and preferences of our resident and clients and to identify opportunities for improvement. 

It is through your feedback and our partnership in care approach that Catholic Homes can meet its mission, vision and values to provide:

          Choice and opportunity as you age