Congratulations to Carmel, Wima and Angelina on leading the Belvedere team to an impressive Accreditation outcome. As the Director, it was a proud moment to be at the Exit Meeting and receive overwhelmingly positive feedback from the Quality Agency. Our internal systems and practices were found to be impressive and thorough. The new Customer Experience Survey conducted by the Assessors demonstrated positive results, higher then generally received.
I have been fortunate to have been part of 8 Re-Accreditation Audits since it was introduced in 1997. 2 under the leadership of my father Marc as the then Director of Nursing and 6 at Belvedere with Carmel and Wima. I can say with first hand experience, the process does not get easier and there is no greater relief then receiving the news that after months of preparation, our facility has achieved Re-Accreditation Status.
Over the course of the Audit, 29 Residents and Relatives and 23 staff members were interviewed along with 6 hours dedicated to thoroughly auditing clinical files and processes. Staff were observed during various times of the day, including, Activities in progress, meal service, catering preparation processes, laundry, cleaning, medication management, administration processes and interactions between staff and residents. A new feature of the process is the Customer Service Experience Report, which sits alongside the Accreditation Report. A snapshot of the outcome of the survey includes:
- 100 % of respondents say that staff treat them with respect all of the time.
- 100 % of respondents say that they feel safe all of the time.
- 100% of respondents say that staff meet their healthcare needs all of the time.
- 100% of respondents agree that staff know what they are doing.
- 100% of respondents agree that this place is well run.
Once again, I thank the Residents and Relatives of this wonderful Belvedere Aged Care Community for your ongoing love and support. if you have any questions or issues, and would like to discuss any concerns you may have about the service, please do not hesitate to contact me.
Rachel Noel, Director