Category: Uncategorized

A new partnership with Achieve Australia

  Bheard is proud to partner with Achieve Australia to provide an independent voice to consumers. Achieve is a leading provider of disability support services. Their success comes from listening to consumers and placing them at the centre of decision making.  Whether it is planning the services needed to live at home, build a career or engage in the community; Achieve works to match services for individuals, not to fit individuals to services. Our partnership reflects Achieve’s commitment to listening to consumers, families, carers and staff. Bheard provides an independent way for consumers to provide feedback. Tell us what is working […]

Primary and Community Care Services

  Bheard has partnered with Primary and Community Care services to measure consumer experience of commissioned mental health services. This information will be reported back to service providers as part of continuous quality improvement. Primary & Community Care Services (PCCS) is a Sydney based not-for-profit local health organisation working to make it easier for people to access the health and community services they need. PCCS strengths lie in care coordination, linking and support services for people living with long-term health conditions and mental illness, who have complex needs. PCCS works in partnership with funders, including Federal and State Governments and […]

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, […]

So, you want to employ a consultant?

In today’s business climate, it is not unusual for organisations to require the services of an external consultant for specialist services. If chosen wisely, the investment in a consultant can offer significant benefits; leveraging external experience, knowledge and technical skills to deliver a post-effective solution to the problem at hand. If chosen haphazardly, you can spend a lot of money, time, and frustration to reach an outcome that doesn’t meet your needs. To ensure you always choose wisely, consider these six key steps to make the selection of a consultant easier and achieve value for money. Think about the problem […]

Your Experience of Service Yes, we do YES

The Your Experience of Service (YES) survey is a validated measure of consumer experience of public mental health services. Developed by the Australian Department of Health, the YES survey is available under licence, free of charge, to service providers. Information of the survey tool and how to access the survey is available at https://mhsa.aihw.gov.au/committees/mhissc/YES-survey/ Bheard has recently undertaken a telephone survey of over 1000 mental health consumers using the YES survey. Of the consumers contacted and eligible to complete the survey, we had a completion rate of 70%! Our staff have lived experience as consumers or carers. Our genuine interest […]

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 […]

Keeping Your Reputation – Integrity Risks for NFPs

Written by: David Barefoot – June 16 2016 Published Better Boards June 13, 2016 http://betterboards.net/strategy-risk/keeping-reputation- integrity-risks-nfps/ Recent cases questioning the integrity of some Not-for-Profit (NFPs) organisations highlight changing accountability requirements for the sector. As more public funds are provided to the NFP sector to deliver public services a higher level of public accountability is being applied to the sector. NFPs able to negotiate this transition will distinguish themselves in the market. For some, the recent Anzac commemorations were tainted by the Department of Veteran Affairs stripping the Camp Gallipoli Foundation of its permit to use the protected word “Anzac”. This […]

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 […]