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cross roads Youth & Family Services

cross roads Youth & Family Services. Quality & Continuous Improvement Forum September 2012 October. Welcome. Confirmation of Minutes. INTRODUCING. . . . . B R I D G E H A V E N. Welcome Laura Petrie. Trending & Analysis. CIAL. CIAL – Section 1 Client Compliments.

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cross roads Youth & Family Services

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  1. crossroadsYouth & Family Services Quality & Continuous Improvement Forum September 2012 October

  2. Welcome

  3. Confirmation of Minutes

  4. INTRODUCING. . . . . B R I D G E H A V E N

  5. Welcome Laura Petrie

  6. Trending & Analysis CIAL

  7. CIAL – Section 1Client Compliments “The client feedback from clients unequivocally confirms that Crossroads treat them as individuals, with dignity, respect, and that the support provided results in significant and positive outcomes for client (and families).” CIAL Trending & Analysis Report April – June 2012

  8. CIAL – Section 1Stakeholder Compliments “The Compliments received from the wider Service System recognises & acknowledges that Crossroads operates within a Client Centred Framework.” CIAL Trending & Analysis Report April – June 2012

  9. CIAL – Section 1Client / Stakeholder Feedback “This recognition is evidence that our practice aligns with our values and affirms that Crossroads adheres to the Social Justice Statement of The Salvation Army.” CIAL Trending & Analysis Report April – June 2012

  10. CIAL – Section 1Complaints “The management of the complaints provides evidence that Crossroads uphold their “Complaints Policy” and operate within a Rights Based Framework.” Paraphrased from CIAL Trending & Analysis Report April – June 2012

  11. CIAL – Section 1Client / Stakeholder Feedback Quality Improvement Increase the amount and quality of client feedback collected.

  12. CIAL – Section 2Client Critical Incidents DHS Reporting – Category 1 and 2 only

  13. CIAL – Section 2Client Critical Incidents Category 3 – Reporting within Network

  14. CIAL – Section 2Client Critical Incidents TSA are considering adopting the DHS Critical Client Incident Reporting Framework

  15. CIAL – Section 2Client Critical Incidents CIAL Data 6 Category 2 incidents Behavioural – (Verbal & Dangerous) Assault – (Threatened & Actual)

  16. CIAL – Section 2Client Critical Incidents Forum Recommendation to SMT Inclusion to Mandatory WHS “Managing Challenging Behaviours”

  17. Youth Housing & Support Paul Hogan

  18. CIAL – Section 3WHS Refer to WHS Forum Meeting Minutes

  19. CIAL – Section 4Other Improvements • Workplace Environment • Document Control / Development • Program Operations • Policy & Procedures • Service Delivery

  20. Melbourne Counselling Service Kiera McDonald

  21. Actions from Previous Meeting Case Notes Client Feedback

  22. Case Notes Working Group • Sandy Dvorjetz (BRCOP) • Jayne Stuart (MCS) • Jan Patching (FP) • Melanie Whiteside (FP) • Ariel Etherington (YS&D) • Lovelle Maleek (YH&S) • Natasha Wasilewski (MAFVS) • Ros Stewart (CQI&WHS)

  23. Case Notes Working Group • Minimum Standards for case notes • Develop guidelines for writing case notes • Develop a template • Legislative Compliance • Training • Quality System

  24. Case Notes Working Group

  25. Client File Audits Almost Done!

  26. Client File Audits Preview • Client File Action Plan – completed in part • Document Control • Variance in Client File Keeping Standards • Case Management • Dates

  27. Client Feedback • Increasing staff awareness of feedback • How is feedback given – sought or unsolicited • Understand the importance of feedback • What works and what doesn’t. • How could client feedback strategies be improved?

  28. Client Feedback What’s been happening?

  29. Client Feedback For Discussion • How did you improve the collection and recording of client feedback? • What innovations did you introduce toyour collection of client feedback?

  30. Increase amount & quality • 30% - 80% • Determined by Program • Linked to Program Reporting • Annual Target Client Feedback

  31. Risk Management

  32. Terms of Reference Other Business For review September 2012 Revise using WHS TOR as a template and circulate Refer revised TOR for endorsement Update Network Manual

  33. Records Management Other Business Network Policy and Procedure Current focus on Client Files / Records

  34. Other Business Network Christmas Celebration

  35. Other Business Working Groups RSVP: Friday 19th October Wendy Davidson Ph: 9353 1011

  36. Way Forward • Agenda Items • Sharing information / innovations • Participation • Issues for focus

  37. Next meetingDate: 2013Venue: ???Time: am or pm????

  38. Feedback • What has been most helpful? • Any other feedback / comments, especially improvements?

  39. Thanks for your time and contributions today

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