Quality Improvement

White Oak is a quality endorsed company Accredited to AS/NZS ISO 9001:2000 since September 2001. External surveillance audits are carried out by SAI Global Assurance Services six monthly to ensure regulatory compliance with internationally recognized quality benchmarks.

Collated information gained from internal audits including client feedback, incident/accident reports, hazard reports, workplace and documentation audits are generated to assist in the process of maintaining standards. White Oak is also utilising the principles of HACC Standards to guide the development of policies and procedures relevant to the delivery of quality community health care.

To enhance the quality of performance, management systems are responsive to client care needs, staff skill and expertise. Care recipients, staff, and service providers are encouraged to identify issues of concern or suggestions for improvement of service delivery. These points are then reviewed by management and incorporated into the improvement program which is pivotal to the achievement of overall quality.

A Complaints Mechanism has been developed to allow clients access to an internal and external process to ensure service satisfaction. Clients receive this information when first admitted to the service and are encouraged to comment on service delivery throughout the period of time the staff are visiting.

Upon discharge from the service, an audit is conducted inviting the client and family to comment on the quality of the service either verbally or in written form. Any causes of dissatisfaction are investigated, analysed and acted upon at Management Meetings and subsequent changes to policy and procedures implemented.

All comments and complaints are dealt with promptly, fairly, in confidence and without retribution. White Oak staff record and report all issues and concerns immediately they are notified.