Quality Improvement & Feedback

MCHS is committed to the principles and concepts of Continuous Quality Improvement (CQI). These principles are embodied in all areas of the organisation and ensure high quality service delivery for our community. This is monitored and measured in a variety of ways including the following:

Quality accreditation

QICSA is the association who provides independent quality accreditation under license from the Quality Improvement Council for MCHS. This involves the appointment of external reviewers every 3 years to assess services based on the specific quality standards. For more information about these standards and quality accreditation please click here.

Feedback and Complaints

MCHS recognises the value of client feedback and complaints as an important part of continuous quality improvement.
The MCHS comments, compliments and complaints process is underpinned by the following values, taken from the MCHS Strategic Plan 2008-2013:

• We treat all people with dignity and respect
• We communicate openly and honestly
• We promote creativity and innovation
• We are flexible and respond to the needs of our community
• We know that everyone has something to contribute and something to learn.

Please click here to provide feedback about MCHS or to submit a complaint.

Quality of Care Report

Each year MCHS produces a Quality of Care Report and distributes this report in the community. The purpose of this report is to describe safety and quality systems, processes and outcomes. Please click here for a copy of our recent Quality of Care report. Hard copies are available from MCHS receptions or by contacting the Quality Officer on (03) 8319 7426.

Client Satisfaction Surveys

As a part of its commitment to improving the quality of service to clients, MCHS regularly undertakes client satisfaction surveys. These surveys help MCHS to understand:

• Clients’ perceptions of MCHS services
• The degree to which clients are satisfied with the service
• Which elements of the service affect client satisfaction
• Areas and suggestions for improvements.

Information obtained through this process is fed back into the organisation’s planning process through the strategic plan and subsequent annual service unit plans.