Share your feedback Receiving feedback from customers can lead to great enhancements to services that benefit everyone Uniting AgeWell supports. Feedback from the family of a resident recently led to a significant improvement in the way the organisation manages end-of-life care. Client Services Coordinator Nickie Arthur said the daughter of a resident contacted Uniting AgeWell months after her mother passed away to praise staff for their care delivery and also suggest improvements to the palliative care process. The ideas included improvements to the lighting, noise levels and ambiance of rooms where palliative care takes place. “Our Palliative Care Specialist reviewed the situation in response to that particular feedback and found a lack of consistency regarding end-of-life and palliative care across our residences,”said Nickie. “To address this, we introduced boxes or trolleys containing items appropriate for end-of-life care – like a CD player and CDs, lamps, diffusers and essential oils – along with a checklist for staff.” The palliative care boxes and trolleys, pictured, ensure all staff have direct access to resources they need when the time comes, so families experience a thoughtful and considered process for end-of-life care. Uniting AgeWell values and responds to all types of customer feedback. “We are constantly looking at ways we can improve and enhance our standards of care and service delivery,” Nickie said. “It also allows us to build and maintain open communication with customers, staff and other stakeholders.” Customers and their families can provide feedback via paper Feedback Forms, face to face, email, phone, the Uniting AgeWell website and review platforms. They also have the opportunity to give feedback at family conferences, resident meetings, through surveys and customer experience interviews. If you would like to provide feedback, visit the website (unitingagewell.org/feedback) or call T: 1300 783 435. You said Temperature of food was variable at point of service More access to a variety of drinks, particularly in the hot weather Confusion about Commonwealth Government funding changes Staff wanted quick access to policy and clinical documents DoveTale We did Introduced bain-maries at all of our residences Introduced hydration stations, enabling residents and visitors to serve their own drinks Hosted financial education sessions for families and residents Implemented a new online policy system, PROMPT 7
8 Publizr Home