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, Cleve and now Cowell. 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 directors to engage with consumers in an informal environment. Staff and board directors provide organisation 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 the most creative sun smart outfit for “Slip, Slop, Slap”. We continue to have the Consumer Advisory Body (CAB) meeting every quarter. CAB collects feedback from other consumers and shares it with West Coast Homecare. This helps to improve the services and care for all consumers. The CAB then provide valuable feedback to the governing body about the quality of care and services. New members are welcome to join at any time. 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. ‘CONVERSATIONS’ CONSUMER ENGAGEMENT 17
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