The Federal Government indicated that a quality assurance system would be introduced to the aged care industry in the near future.
In light of this, Resthaven and five other aged care organisations — Eldercare Inc, Helping Hand Aged Care Inc, Port Adelaide Central Mission Inc, Churches of Christ Retirement Services Inc and Masonic Homes Inc — developed ‘The Pursuit of Quality’ project. Unique in a number of facets, the project involved a close alliance between all six aged care organisations with a key focus on quality service. An additional benefit to each organisation was the exchange between staff at different levels.
We believe that quality care has always been our primary endeavour, however this project gives quality a higher profile, emphasising the importance of continuously improving services.
Resthaven’s aim through involvement of the project was to better prepare for forthcoming change. In line with this focus, Resthaven implemented additional communication mechanisms to gain feedback from clients. A response brochure was introduced along with a more accountable compliments and complaints reporting process whereby monthly summaries were tabled at Board meetings. It was reported that this process was extremely beneficial for the Board, enabling a greater understanding of specific issues of concerns.
Implementation of quality systems resulted in a comprehensive review of documented standards, policy and procedures. Alongside this, for the first time, the Resthaven Board introduced a set of values for all employees at Resthaven to adhere to. These were as follows.
Resthaven:
• respects the dignity of each individual's life
• recognises the value of self-reliance and independence
• values family relationships and community involvement
• welcomes the free expression of opinions in a supportive environment
• advocates for the needs of aged people
• promotes quality of life and a safe environment through skilled and caring staff
• strives for quality outcomes and continuous improvement.
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