Quality Improvement & Feedback

Quality Accreditation and Registration
MCHS is committed to the principles of Continuous Quality Improvement (CQI). These principles are embodied in all areas of the organisation and ensure high quality service delivery for our clients. MCHS participates in a number of accreditation and registration processes, as described below.

Quality Improvement and Community Services Accreditation (QICSA)
Every three years, MCHS participates in a QICSA review process. QICSA provides independent quality accreditation under license from the Quality Improvement Council. MCHS last achieved accreditation in February 2010, and was awarded accreditation since each of the CORE and Primary Health Care standards were met.

An ‘exceeded’ rating was achieved for the following five standards:

• 1.1 – Leadership and management
• 1.6 – Risk assessment and management
• 2.1 – Identifying and meeting community needs
• 3.2 – Collaboration and strategic positioning; and
• 3.4 – Community and professional capacity building.

 

The following standards were also reviewed as part of this process: the Psychiatric Disability Rehabilitation and Support Services Sector (PDRSS) standards; the Home and Community Care (HACC) standards and the Community Service Organisation Registration Standards relating to Children, Youth and Family services. Recommendations from this review formed the basis of our organisational Continuous Quality Improvement (CQI) Work Plan for 2010 – 2013.

Department of Health and Ageing - Quality Reviews
In late 2009 and early 2010, MCHS was reviewed by the Department of Health and Ageing in relation to the National Respite for Carers Program and Community Aged Care Packages. No specific scoring is used for these reviews, however the outcome letter stated that evidence was provided to demonstrate “effective processes and systems to support MCHS in meeting their obligations” and that these approaches will result in a quality service that is responsive to service recipients’ needs. A number of recommendations were given to MCHS to assist them in improving the quality of their services and these recommendations have been added to the CQI Work Plan for 2010 – 2013.

Quality Framework for Disability Services in Victoria
MCHS provides programs and services for people with a disability and their families. In conjunction with the Disability Act 2006, a new Quality Framework for Disability Services in Victoria was developed. This framework includes:

• ‘Industry standards’ which focus on the process and systems that the organisation has in place to support the clients of disability services; and
• ‘Outcome standards’ which focus on the outcomes achieved for and with individuals with a disability.

MCHS is currently undertaking a thorough self-assessment against these standards and before June 2012 MCHS will undertake an external audit. More information will be provided to relevant clients and their families as this work progresses.

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.

Client Satisfaction Surveys
As part of its commitment to improving the quality of services to clients, MCHS regularly undertakes client satisfaction surveys. These surveys help MCHS to understand:

• Client’s perceptions of MCHS services
• The degree to which clients are satisfied with the service
• Which elements of the service affect client satisfaction
• Areas 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.

Quality of Care Report
Each year, MCHS publishes and distributes a Quality of Care Report. 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.