West Coast Homecare is committed to working in partnership with consumers and carers to ensure that we provide quality care to meet individual needs. Engagement with our consumers ensures that we review our service delivery regularly and that there is ongoing continuous improvement. The engagement process occurs in many varied ways, beginning with the very first contact that consumers have with us. Throughout their journey with West Coast Homecare consumers and their family can identify their needs and develop a care plan to suit their specific needs. Our person-centred approach is respectful of the needs, values and experiences of consumers. Ongoing review of consumer care plans supports changes when required. Regular consumer surveys provide feedback about service delivery and opportunities for improvement are addressed in our continuous quality improvement plan. There is also a clear and timely process for dealing with complaints and concerns. We continue to offer our Consumer “Conversations” forums twice a year in Port Lincoln, Tumby Bay, Cummins and Cleve. While these events provide an opportunity for consumers to meet for fun, social interaction and afternoon tea they are an important way for staff and board members to engage with consumers in an informal environment. The CEO, Managers, staff members and board members attend these meetings providing consumers with direct access to senior management, service coordinators and the governing body. Staff and board members provide organization and service delivery information as well as sector updates. There are always opportunities for consumers to ask questions and to participate in discussions about issues of concern. Feedback is collated and addressed following the meetings. The end of the year event is an opportunity to present the Annual Report and to celebrate the year’s achievements with a fun theme for consumers to participate in if they wish. This year consumers were invited to dress for an island cruise. Many colourful floral shirts appeared, and those who attended were taken down memory lane with a fun afternoon ‘visit’ to Gilligan’s Island. Of course there were prizes for the loudest shirts! Following the recent Royal Commission into Aged Care providers are now required to offer aged care consumers and their representatives the opportunity to start a Consumer Advisory Body. This body is required to provide a report to the governing body to strengthen service improvement. This new responsibility builds on the work we already have through our regular consumer “Conversations” meetings. The first meeting of the Consumer Advisory Body was held in February this year with seven consumers volunteering to participate. It was a lively first meeting with some important issues identified and forwarded to management and the board. Regular quarterly Consumer Advisory Body meetings are planned. The “Conversations” newsletter remains an important method of sharing relevant information with all our consumers as not everyone is able to attend the “conversations” meetings. The newsletter is produced three times a year and posted to all our consumers and copies are available on our website. We also post regularly on Facebook and Instagram. We enjoy engaging with our consumers and look forward to continuing to strengthen the partnerships to build quality home care services together. Kate Eglinton Consumer Engagement & Sector Support Coordinator ‘CONVERSATIONS’ CONSUMER ENGAGEMENT 2023-2024 16
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