Five Good Friends Quality Framework and Policies

Helpers

Members


Quality Framework

 

Five.Good.Friends. is committed to a continuous improvement and an integrated systems approach to quality; aligned to all relevant industry standards, legislation and regulation.

Our Quality Framework is designed to ensure our services;

  • Remain relevant to Members, their families and communities
  • Deliver a high level of satisfaction to Members, Helpers and other stakeholders
  • Empower consumers to maintain control over their lives, surroundings and decisions
  • Lead innovation in the sector
  • Activate the community to strive for and achieve better outcomes for consumer directed care

Policy

Five.Good.Friends. Quality Framework complies with;

  • Increasing Choice in Home Care effective 27 February 2017
  • Aged Care Act 1997
  • Quality of Care Principles 2014
  • User Rights Principles 2014
  • Accountability Principles 2014

Responsibilities

The overarching responsibility and accountability for the Quality Framework lies with the Five.Good.Friends. Directors.  Within our organisational structure the responsibility has been delegated to the CEO and Head of Care and Member Services and Management Team to progress each of the components of the Quality Framework.

Each Manager assists in establishing, implementing and maintaining the Quality Framework within their areas of responsibility through quality initiatives, processes and activities.

Principles

  • Driven by continuous improvement
  • Delivers enhanced services, products and business outcomes
  • Solution focused
  • Aware, informed and proactive
  • Compliance orientated
  • Achieves our purpose of better care for those who need it

Components

  1. Policy
  2. Risk Management
  3. Compliance and Audit
  4. Quality Initiatives and Activities
  5. Complaints and feedback handling
  6. Incident and Injury Management
  7. Member and Helper Service and Satisfaction
  8. Human Resource Management
  9. Work, Health and Safety
  10. Reporting

 

Our Quality Framework is controlled through review and evaluation activities designed to assess our effectiveness in delivering value to our Members, Helpers, the community and those who need care whilst ensuring compliance with relevant regulations and legislation.  These controls help us manage our risks, ensure we are aware of issues and identify preventative actions and opportunities for improvement.

Processes have been established as part of our Quality Framework to encourage feedback to build a culture of continuous improvement.  We will take any action necessary to rectify issues, create solutions and improve outcomes.  A ‘quality escape’ is an instance, occurrence or event which is below company standards, expectations and specification requirements.

We aim to identify, record and report all issues and highlight and celebrate successes and achievements which demonstrate quality services.

Authorisation

Quality Framework Updated 21.04.17
Applies to: All Five Good Friends staff, volunteers, contractors and sole traders
CEO: Simon Lockyer
Date Authorised: March 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Complaints and Feedback Management Policy

1. Objective

To provide Five Good Friends  Members, all workers (staff, volunteers, contractors, sole traders) and stakeholders with an opportunity to provide feedback about their service and experience with Five Good Friends.  We encourage and value feedback.  Complaints and feedback are encouraged and managed in a timely, fair and transparent manner and serve to guide improvements in the provision of quality services and technology.

Policy Statement

Five Good Friends is committed to effective complaints and feedback management.  Five Good Friends will make it easy for people to raise issues and ensure Members, management and all workers have the skill and resources to effectively raise, action and report complaints and feedback to build a culture of learning and continuous improvement.

This Policy states Five GoodFriends  expectations:

  • Awareness; all persons understand how to make a complaint or provide feedback and this is promoted as part of on-boarding Helpers and Members.
  • Approach; the community team, managers and directors are accessible, supportive and responsive to persons who wish to make a complaint or provide feedback. All forms of feedback are accepted, taken seriously and treated respectfully and without delay.  Support will be provided to the person making a complaint or providing feedback as needed.
  • Response; all persons will have the resources and tools to manage complaints effectively within the scope of their role. The person will be promptly acknowledged and relevant processes and timeframes will be outlined.
  • Process; complaints and feedback will be managed equitably, confidentially and in accordance with the associated process. An appeal can be made if a satisfactory outcome is not achieved.
  • All persons are expected to comply with this policy and the associated process.
  • Five Good Friends management team are responsible for managing complaints and identifying and implementing corrective actions and preventative strategies.
  • Where appropriate matters will be reported to external authorities and Five Good Friends will fully cooperate with any external investigation.
  • Where appropriate and practical Five Good Friends  will adopt learnings from each complaint as part of our continuous improvement processes and commitment to quality services.
  • Anyone who experiences themselves or witness behaviour in contravention of this Policy must bring the matter to the attention of their Manager immediately.

3. Responsibilities

Directors and the management team are responsible for:

  • Ensuring effective complaints and feedback management
  • Appointing key personnel to manage specific issues
  • Reporting complaints, feedback and outcomes to the Board
  • Ensuring all Members, workers and stakeholders know how to make a complaint or provide feedback

4. References

4.2 Company Documents

Terms and Conditions, Sign Up and Induction Procedures

5. Authorisation and Contacts

Complaints and Feedback Management Updated 28.02.17
Policy number: FGF002
Date adopted: Feb 2017
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and others

Director: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Complaints and Feedback Procedure

1.Objective 


To provide Five Good Friends all workers, Members and stakeholders with an opportunity to have a say on their service and experience of Five Good Friends  We encourage and value feedback.  Complaints and feedback are encouraged and managed in a timely, fair and transparent manner and serve to guide improvements in the provision of quality services.

2.Scope

This procedure applies to the management of all complaints and feedback received.

3. Procedure

3.1 Initial acknowledgement

The person taking the complaint should;

  • Offer support to the person making the complaint or providing feedback
  • Support the person’s right to make a complaint or give feedback without fear of prejudice or retribution
  • Accept complaints and feedback verbally or in writing with a preference for more serious formal complaints to be provided in writing
  • Record the details of the complaint on the Complaint and Feedback Form
  • Explain the complaint or feedback has been taken seriously, will be treated confidentially and will be brought to the attention of the relevant manager who will respond directly within 2 working days (N.B. Complaints or feedback received in writing must be responded to in writing)
  • Report complaint or feedback to relevant manager immediately

3.2 Management

The Manager responsible for managing the complaint or feedback should;

  • Review details of the complaint or feedback
  • Determine seriousness of the complaint and escalate to next level of management accordingly
  • Bring all serious matters to the attention of a Director immediately
  • Bring all Member & Helper matters to the attention of the Head of Care & Member Services
  • Outline the process, approach and timeframes the person/s can expect
  • Ensure all persons involved are afforded procedural fairness
  • Gather the facts of the matter and complete a Complaint and Feedback Form
  • Determine the appropriate course of action necessary to resolve the complaint or respond appropriately to feedback
  • Notify Insurance Broker if relevant and only with the knowledge and approval of the relevant Director
  • If within scope of role take action and resolve matter
  • Record outcome and finalise using the Complaint and Feedback Form
  • Record on the Complaint and Feedback Register

3.3 Investigation

  • For serious matters requiring formal investigation the relevant Director will appoint an independent and skilled investigator
  • Investigator to conduct investigation and prepare a report of findings and recommendations to the Director requesting the investigation
  • Directors to make decisions on recommendations and take or delegate relevant actions to resolve the matter

3.4 Responding

  • Notify the person making complaint or providing feedback of the action taken, outcome and resolution
  • Determine the level of satisfaction with the matter
  • Thank the person for their complaint or feedback
  • Inform the person the matter is now considered closed

3.5 External Referral

  • Where appropriate refer the matter to relevant external authorities
  • An external referral can only be made by a senior manager with a Director’s knowledge
  • Fully participate with any action or processes to be conducted by an external authority

3.6 Outcome and Improvement

  • The Manager is responsible for implementing learnings across the business and strategies for improvement and prevention to support continuous improvement

3.7 Appeals

  • All persons have the right to appeal the decisions and outcomes of matters
  • Appeals are to be made to the next level of management above the manager responsible for the outcome of the original complaint
  • Matters already dealt with by a Director will be escalated to the Advisory Board for review and decision
  • Senior management will
    • review the matter and either uphold or overturn the outcome
    • be responsible for communicating the outcome to all persons involved
    • document the appeal and outcome on the Complaint and Feedback Form
    • be responsible for ensuring all relevant action is taken
    • close the matter
    • Monitoring and Reporting
  • All complaints and feedback will be reported on as part of the weekly Community Operations meetings, Quality Review meetings, Monthly Operations Report and tabled at Advisory Board meetings

4. References

  • Complaints and Feedback Policy
  • Complaints and Feedback Form
  • Complaints Register
  • Terms and Conditions, Sign Up and Induction Procedures

Authorisation

Quality Framework Updated 28.02.17
Applies to: All Five Good Friends staff, volunteers, contractors and sole traders
CEO: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


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