Category: Article

Siri, text Malcolm: Sorry, on way, I’ll be 20 minutes late. Dave.

If you do not respect your clients time, they will stop being your client. 10 seconds.  Ten seconds is all it takes to let your client know that you are running late or there’s been a change in plans. One of the most common complaints that we receive at Bheard is about workers being late, cancelling without notice…or, simply not turning up. This is rude and disrespectful to your consumers. If your friend said they were coming to your house at 11:00, or you had agreed to meet them at a café, how would you feel if they were 15 minutes, […]

Using Consumer Analytics for Continual Improvement Listening

Listening to consumers, their families and carers, is critical to succeed in an increasingly competitive climate. For example, the commencement of the National Disability Insurance Scheme (NDIS) and emergence of disruptive technologies, introduces informed choice. As purchasing power shifts to individual consumers, they will become more critical in their choice of service. To meet their due diligence responsibilities, Directors must have an effective oversight of the processes in place to engage with consumers to effectively monitor and manage the quality and safety of services. Understanding what consumers think about the services you provide is a pressing necessity in an environment […]

Clinical Governance in Australia

Allan D. Spigelman Surgical Professorial Unit, St Vincent’s Hospital Clinical School, University of New South Wales, Darlinghurst, Australia, and Shane Rendalls St Vincent’s Hospital Clinical School, University of New South Wales, Darlinghurst, Australia Abstract Purpose – The purpose of this paper is to overview, background and context to clinical governance in Australia, areas for further development and potential learnings for other jurisdictions. Design/methodology/approach – Commentary; non-systematic review of clinical governance literature; review of web sites for national, state and territory health departments, quality and safety organisations, and clinical colleges in Australia. Findings – Clinical governance in Australia shows variation across […]

Mitigating the Risk of Abuse: Listening to Consumers, Carers and Staff

mitigating temp Published Better Boards December 12, 2016, http://betterboards.net/strategy-risk/mitigating-risk-abuse-listening-consumers-carers-staff/ In the article The Importance of Being Heard: Using Consumer Analytics for Continual Improvement(1) we discussed the importance of engaging with and listening to consumers and using consumer analytics to drive service improvement and responsiveness to clients. Building quality, responsiveness, consumer loyalty and consumers as brand ambassadors is critical within a consumer-driven environment. In this article, I will discuss how the same process can provide an important means to mitigate abuse, neglect and exploitation. Making sure you have processes in place to reduce the risk of abuse and to detect and […]