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Your Feedback

You Said, We Did. Here are some examples of what we’ve done in response to your feedback ...

 

Research project at Dalkeith Heights (Jan 2022)

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You Said:
We should do a research project to understand and support advance care planning among retirement village residents.

We Did:
In a comprehensive research project, we reviewed best practice evidence and conducted interviews and/or surveys with Dalkeith Heights residents and staff. From our findings, strategies and resources will be developed to support advance care planning in the retirement living context.

CHC Care plans (November 2021)

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You Said:
We need a Care Plan that is user friendly, easy to read, meaningful and supports our wellbeing and reanablement needs, care goals and our individual needs and preferences

We Did:

Community Health and Care clients were involved in an online workshop, providing valuable insights that informed the Care Plan review. This feedback is being incorporated into a revised Care Plan and implemented into practice providing a better outcome for clients.

Consumer Participation Register (October 2021)

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You said:
‘The Royal Commission into Aged Care Quality and Safety said: “priority given to research and innovation that involves co-design with older people, their families and the aged care workforce”.

We did:
Over the last few months we have been working towards establishing the Consumer Participation Register which provides an opportunity for the community to have their say and be heard in the development, delivery and evaluation of care and services.

We are really excited about welcoming our first participants to the register and look forward to growing and involving members in co-designing projects and shaping Benetas services and programs for older Victorians.

To find information about the register and how to sign-up, click here

Home Care (November 2021)

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You Said:
“The home care package partnership plan is not always clear or reflective of our goals / requirements”.

We Did:

We created a working group which involved key employees in Community Health and Care and organised a consumer engagement forum to consult with our clients who receive home care services

We reviewed our documentation and trialed a new care plan template with our client advisors to better capture and record outcomes and goals. This is being implemented across the entire home care service by the end of 2021.

Home Care Northwest Region (November 2021)

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You Said:
“We would like more staff who speak Italian”.

We Did:

We advertised and recruited employees who could speak Italian and provide the relevant supports for our valued clients

Gisborne Oaks (November 2021)

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You Said:
“While doing a care plan review, Burnie mentioned he would love to be able to play table tennis or billiards again but too afraid of falling, as his balance is no good. I told him I could refer to physio to help him with building up to this activity and maybe giving tips and assess if possible”.

We Did:

Bernie is enjoying his table tennis and billiards and plays these with the physio to give him a greater sense of security.

Gisborne Oaks (November 2021)

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You Said:
“Resident saw the gardener setting up hanging baskets with flowers in another area, she requested if they could go near her dining area as she would enjoying caring and watering them”.

We Did:

Gardener provided hanging baskets and are in place, are being enjoyed by residents.

Gisborne Oaks (November 2021)

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You Said:
“We want to be able to provide feedback about meals at meal times as we sometimes forget to do so when back in our rooms.”.

We Did:

Feedback forms and pens provided for each table to enable residents to complete feedback forms at meal times

Gippsland Home Care Services (May 2021)

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You Said:
“No one answers my calls and it takes ages to get reimbursed for items I have paid for”.

We Did:

We reviewed our office hours and implemented changes to ensure calls and emails were answered in a timely manner. We implemented a new after-hours register to improve communication between office employees and the after-hours service. We conducted a client experience survey and met with clients to improve communication. We changed our reimbursement process to ensure a quicker turnaround time.

Community Health and Care Statements (May 2021)

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You Said:
"My statement is not correct, it's too difficult to follow and constantly has incorrect charges".

We Did:

We introduced a simplified statement with a legend. We reviewed all pending charges, corrected statements and introduced a monthly check to ensure accuracy of accounts.

Dalkeith Heights Retirement Village Pool (May 2021)

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You Said:
"There’s no shaded area outside the pool – it can get very hot in summer."

We Did:

A shade sail is being installed in time for next summer.

Dalkeith Heights Retirement Village Lounge chairs (June 2021)

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You Said:
"The lounge chairs in the community centre are too low for some people to be able to get out of easily."

We Did:

We surveyed residents to find out how widespread this problem was. Two-thirds of residents agreed that change was needed. We have increased the height of the legs on some of the chairs.

 

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