News

Dandenong dinners service

04 Nov 2016

Shared dinners foster community connections in Dandenong

31 Oct 2016

Revitalising Norlane

26 Oct 2016

From compassion to action

Media releases

22 Oct 2016

Construction started on $160 million aged care project

18 Oct 2016

Houses of Hope opens fourth home

07 Oct 2016

Baptcare Week

04 Oct 2016

Baptcare nurse committed to serving community

03 Oct 2016

A year in one day

03 Oct 2016

Supporting our people

29 Sep 2016

Building bridges for fullness of life: A day in the life of a Diversional Therapist

Media releases

22 Aug 2016

Baptcare wins tenth Better Practice Award

The latest award recognises Baptcare’s innovative and high quality aged care practice particularly in the areas of culture, communication, engagement and technology. Through the exploration of innovative approaches to engage our clients to ask what truly matters, Baptcare is on a journey to improve and design services that will not only meet their needs, but exceed expectations. Baptcare General Manager Service and Operations, Michael Wilson said the award was a recognition of the organisation’s customer first mindset. “Through various methods, particularly the Net Promoter Score, which analyses customer loyalty, we explored what truly matters to clients and went beyond just being compliant,” Mr Wilson said. “As the organisation moves to a customer experience model, our leaders and teams engaged in discussions with customers to gain real time insight into how they experience our service. “Our staff go above and beyond in ensuring that our customers are involved in any decision making processes. An example of this was the creation of a relaxation library room at Baptcare’s Hedley Sutton Residential Aged Care community. The residents worked closely with staff and designers to ensure that the room met their needs and was a direct reflection of what they envisioned.” Mr Wilson added Baptcare’s longstanding recognition of high quality customer service has encouraged staff to continue working to ensure that customers “aren’t just satisfied, but delighted in our services”. The Better Practice Awards celebrate projects, initiatives or programs that act as exemplars for other aged care service providers and to encourage continuous improvement. They recognise and disseminate better practice and innovation in the sector. “With the use of Client Experience Trackers we now have the ability to quickly collect and use real time data to drive service improvement which will exceed our clients’ expectations,” he said. About Baptcare Baptcare is a leading, faith-based not-for-profit organisation working across Victoria and Tasmania, providing residential and community care for older people, support to children, families, and people with disability, financially disadvantaged people and people seeking asylum. -ENDS- For more information, please contact: Annemarie WattCommunications ManagerP: 03 9831 7349 | M: 0428 063 664E: awatt@baptcare.org.au
MILESTONE WYNDHAM LAUNCH

12 Aug 2016

Milestone Wyndham launch