A former Australian of the Year recently said, “The standard you walk by is the standard you accept”. In aged care, we are entrusted to care for and support some of the most vulnerable in our community. It is my belief that in this industry, we must only accept the highest standard.
While I am proud of the quality of care we deliver at Braemar, I am a strong believer in creating an environment that encourages constant improvement. We want to be open and accountable in all we do.
To ensure that everyone associated with our organisation is able to have their voice heard; about any issues that cause them concern; we have introduced a new service called Your Call.
Your Call is an independent, third-party reporting service which allows residents, family members and staff to report any matters of concern in relation to the care and services we provide.
Sometimes, for various reasons, we might feel uncertain or uncomfortable about directly raising an issue or reporting something we have seen.
It is my hope that this new service will provide those living in care, as well as their families, friends and staff, with an environment in which to raise any concern – no matter how big or small.
Reports to Your Call can be made anonymously. Those lodging a report can do so by phone or online – 24 hours a day. All reports are forwarded directly to me for immediate consideration and action.
Contact details for Your Call have been distributed throughout Braemar’s facilities. This has been done via the installation of large posters; while printed information and updates are being made available.
This service is available to all our staff, residents and family members and friends. It is essential that as aged care providers we ensure we are transparent in all we do.
I want to ensure we hear from you if you have any concerns. I am excited to see Braemar lead by example in this area.