Quality Management

Resthaven is committed to a continuous improvement approach to achieve service excellence in all areas of business and service delivery. Our model of care is based on a person centred approach that is reflected in our systems and processes. The organisation has established systems that continually evaluate and improve the quality of care and services provided to both internal and external customers by actively seeking feedback, reviewing structures and processes, documenting procedures, measuring performance and meeting industry and legislative requirements.

Resthaven strives for quality outcomes and continuous improvement through development, review and promotion of policy and procedure to provide:

• adequate direction for staff to identify and meet organisational objectives
• education of staff and volunteers to promote current and better practice
• the promotion of an internal culture involving all staff and volunteers focused on provision of quality, person centred services
  
• a pro-active approach to ongoing evaluation and improvement of services
  
• a focus on all aspects of service delivery
  
• open and regular communication between management, staff, volunteers, residents, clients, families and other stakeholders
  
• a commitment to ongoing service improvement in the Aged Care sector through involvement in peak industry bodies and other relevant groups.

All Resthaven aged care residential facilities undergo triennial accreditation conducted by the Aged Care Standards Agency. In 2011 all sites reviewed successfully achieved the maximum 44/44 standards, attesting to the skill and diligence of our staff whose dedicated commitment to residents has been recognised. Further reviews of remaining sites will be completed in 2012. The most recent status of Resthaven facilities and other organisations regarding the aged care standards is available at www.accreditation.org.au

Resthaven Community Services undergo Quality Improvement Council (QIC) and Home and Community Care (HACC) National Standards accreditation assessment on a triennial basis. In the March 2010 assessment the group achieved a very successful outcome when reviewed by QMS in the QIC Standards and against HACC National Standards. The review recognised the commitment of the staff of Community Services to the provision of high quality service to clients.

Maintaining accreditation is an ongoing requirement which involves all staff and volunteers.  All employees play an important role in achieving Resthaven’s aim for continuous improvement. This role is defined in job descriptions, duty statements, training, policy and procedure and terms of reference/guidelines for teams and committees.

Resthaven is committed to achieving the best possible services for our residents, clients, volunteers, staff and stakeholders. This commitment is integral to the purpose and values of the organisation and we expect that staff will perform their duties in a manner that demonstrates our values.