One of the most important sources of information available to any aged care provider is also one of the simplest: listening to the people who experience our care and services every day.
At Leigh Place, feedback comes in many forms.
Sometimes it is a compliment about an employee who has gone above and beyond. Sometimes it is a suggestion about an activity, a meal or something we could do differently. At other times, it may be a concern or complaint about an experience that has not met expectations.
All of these voices matter.
It can be tempting to think of complaints as something negative. We see them differently. When someone takes the time to tell us that something has not worked as it should, it gives us an opportunity to understand the experience, respond to the individual concerned and, importantly, consider whether there is something we can learn from it.
That is where feedback becomes part of continuous improvement.
Listen. Respond. Learn. Improve.
This sounds straightforward, but it is an important part of good governance and good care.
Looking at feedback collectively can also tell us things that an individual comment may not. Are there recurring themes? Are residents telling us something is changing? Is there an opportunity to improve a process before it becomes a bigger issue?
This is why resident and family feedback sits alongside other information about quality, safety and care when we consider how Leigh Place is performing.
There is also another important dimension. Residents must feel safe and comfortable speaking up. Good aged care requires an environment in which people know that expressing a concern will not adversely affect their care or relationships.
Sometimes the most important thing we can do is simply stop and listen.
So whether it is a compliment, an idea, a concern or a complaint, we encourage residents and families to talk with us.
Your voice matters because it helps us understand what we are doing well, where we can do better and, most importantly, what matters to the people who call Leigh Place home.