Quality and Accreditation
Quality and Accreditation
What Quality Services Mean to Our Community
For us, quality services mean care that is safe, respectful and easy to use. They put people first.
We listen to your voice and needs. We respect culture, identity and life experience. We work with you on what matters to you.
Quality also means we keep learning. We use feedback to improve our services. We follow clear standards so you can trust the care you receive.
To make sure we deliver care you can trust, we maintain accreditation with recognised Australian and Victorian quality and safety standards, explained below. You can also read more about our specific Statements of Commitment here.
How you have helped us improve
We highly value all feedback, as this provides us a great opportunity to keep improving our services, and to make sure that we are meeting the needs of the people using our services.
Below are some actions we have achieved, which is based on feedback you have given us.
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Developed simple client information sheets accessible on our website
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Updated our Client Welcome booklet, with information our clients wanted to know
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Created more gym/exercise access times
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Improved our phone systems to reduce wait time and improve access
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Provided more inclusive and inviting waiting areas
How can you get involved?
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Provide feedback on your experience via our website or paper feedback forms at each site
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Complete BCH Experience Surveys when they are promoted or sent to you
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Participate in accreditation activities, such as interviews with assessors (details will be available during accreditation visit times)
The Standards That Guide Our Care
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Aged Care Quality Standards
These standards make sure older people are treated with dignity, respect and fairness. They support choice, wellbeing and safe care for people using aged care services.
Learn more about the Standards https://www.agedcarequality.gov.au/providers/quality-standards
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NDIS Practice Standards and Quality Indicators
These standards explain what quality NDIS services look like. They focus on safety, respect, choice and independence for people with disability.
Learn more about the Standards https://www.ndiscommission.gov.au/rules-and-standards/ndis-practice-standards
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RACGP Standards (GP Services)
These standards support safe and high-quality care in GP and primary health services. They focus on good communication, privacy, safety and well-run services.
Learn more about the Standards https://www.racgp.org.au/running-a-practice/practice-standards
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National Mental Health Standards
(For Community Managed Organisations) These standards guide mental health services in the community. They support recovery focused, trauma informed and person centred care. They value lived experience, families and carers.
Learn more about the Standards https://www.safetyandquality.gov.au/national-standards/national-safety-and-quality-mental-health-standards-community-managed-organisations
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National Primary and Community Healthcare Standards
These standards apply to many community health services. They focus on safe care, strong leadership and working in partnership with people.
Learn more about the Standards https://www.safetyandquality.gov.au/national-standards/national-safety-and-quality-primary-and-community-healthcare-standards
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Victorian Child Safe Standards
These standards help keep children and young people safe. They ensure organisations to prevent harm, listen to children, and act on concerns. Child safety is everyone’s responsibility.
Learn more about the Standards https://www.vic.gov.au/about-child-safe-standards