HCSCC Charter alignment Australian Service Excellence Standards ASES

HCSCC Charter alignment… Australian Service Excellence Standards (ASES) – Certificate Level… HCSCC Charter General application of C. 8. 1. Consumer & Community Engagement (responsive to identified consumer needs, focus on prevention, detection & management of allegations of abuse, services allocated based on individual needs, consumers are well informed, consumers are recognised as key partners, processes encourage consumer participation, maintaining confidentiality, and access to a complaints process) C. 4. 3. Cultural Inclusion (client access arrangements, promoting diversity to improve access) C. 7. 1. Outcomes Monitored (services are accessible, methods to address barriers) 1. ACCESS – Right to access health & community services C. 2. 2. Policy & Procedures (legislative requirements, consistent application) C. 2. 4. Risk Management (managing consumers welfare) C. 3. 2. Assess & Physical Resources (ensuring physical assets enable safe & effective services) C. 4. 2. OHS & W (duty of care, mandatory reporting, staff training & management of incidents) 2. SAFETY – Right to be safe and free from abuse C. 1. 2. Business Planning (monitor progress against Strategic Plan, manage resources, measure performance) C. 2. 1. Sound Governance (commitment to leadership, mutual accountability and ethical conduct) C. 2. 2. Policy & Procedures (consistent application of policies and procedures) C. 2. 3. Data & Knowledge Management (processes to collect & use data, create information & knowledge) 3. QUALITY – Right to quality service C. 4. 1. Human Resource (ensure competent staff for effective services, code of conduct, organisational culture) C. 4. 3. Cultural Inclusion (valuing diversity in pursuit of organisational improvement & consumer satisfaction) 4. RESPECT – Right to be treated with respect C. 2. 2. Policy & Procedures (legislative requirements, consistent application) C. 6. 1 Communication (systems and strategies ensure information is disseminated internally and externally) C. 8. 2. Consumer Feedback & Complaints (informed about processes, accessible & culturally appropriate) 5. INFORMATION – Right to be informed C. 1. 1. Strategic Planning (active consumer involvement) C. 8. 2 Consumer Feedback & Complaints (feedback is valued and used as a continuous improvement tool|) 6. PARTICIPATION – Right to actively participate C. 2. 2. Policy & Procedure (privacy legislative requirements, storage of records, disclosure processes) 7. PRIVACY – Right to privacy and confidentiality C. 1. 1. Strategic Planning (complaints used to inform service outcomes) C. 5. 1. Working Collaboratively (obtaining consumers’ views as part of planning cycle) C. 8. 2. Consumer Feedback & Complaints (feedback actively sought, process in place, evidence of actions taken) 8. COMMENT – Right to comment and /or complain