Baptcare wins tenth Better Practice Award
Baptcare has won its tenth Better Practice Award from the Australian Aged Care Quality Agency (AACQA), making it the most awarded aged care provider in Australia for the past five years.
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.
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.
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