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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]