I am writing to you as Whiddon have introduced a new consumer facing report that’s been put together to provide you with additional information regarding our performance.
Through the Royal Commission, recommendations were made in regard to increasing transparency about the information that matters to you, our residents, clients and families.
We have reviewed these recommendations and combined it with our own insights gained from the various resident, client and family surveys conducted, to now bring you our True Colours Report.
Currently the Federal Government is still considering the recommendations and our regulatory bodies are yet to issue any directions to commence reporting on this information.
The information we are providing to you includes our levels of compliance with the various regulatory standards, workforce data, pricing and financial information and customer feedback, along with a host of additional focus areas.
Although our goal is to ensure our standards are always kept at the highest level, at times there may be challenges that affect our performance, and regardless we will report this to you and also provide information regarding the actions being taken to address and improve these issues.
The information provided in our initial report is taken as a quarterly snapshot at the organisational level (ie not individual services). What this means is that you will essentially receive an average of our performance indicators across the group.
As we progress we will be investigating how best to break this information down to a service or regional level. It’s also worth noting that we anticipate bringing you this information more promptly following the end of quarter.
As this is the first report, it took a little more time to develop, and the current COVID restrictions have placed many demands on the whole organisation.
Finally, I should note that the report is not one that should remain static, we want to hear from you and what you would like to see reported. As the environment changes, it may be in everyone’s interests to modify the type of information provided.
I genuinely hope that this information is of benefit to you and gives you an additional layer of reassurance in regard to our commitment to everyone we are entrusted to care for.
This report will now be provided quarterly and should you have any feedback in regard to this or future reports, this can be communicated by either calling us on 1300 738 388 or via email to feedback@whiddon.com.au.
