Transcript www.hcscc.sa.gov.au

HCSCC Charter alignment…
Australian Service Excellence Standards (ASES) – Award Level…
HCSCC Charter
A.1.1. Leadership (including client demographics and access to services…)
A.3.2. Consumer Outcomes (including supporting consumers to access key support / organisational groups…)
1. ACCESS – Right to
access health & community
services
A.1.1. Leadership (including accreditation and standards, policies and procedures, continuous improvement
practices, resource management…)
A.3.2. Consumer Outcomes (including protection, detection and management of allegations of abuse…)
2. SAFETY – Right to be
safe and free from abuse
A.1.3. Critical Review (including governance and critical review mechanisms…)
A.2.1. Continuous Improvement (including continuous improvement philosophy, tools and audits…)
A.2.2. Organisational Learning (including culture of learning and innovation to deliver optimum services…)
A.3.1. Business Outcomes (including key performance indicators aligned to performance, quality management
systems…)
3. QUALITY – Right to
quality service
A.3.2. Consumer Outcomes (including consumer centric approach, cultural respect…)
4. RESPECT – Right to be
treated with respect
A.1.2. Supportive Leadership (including information provision and the use of evaluation to improve
communication…)
5. INFORMATION – Right
to be informed
A.1.1. Leadership (including communication strategy, leaders promoting active engagement…)
A.3.2. Consumer Outcomes (including consumer participation is valued and fostered, staff training to enable
consumer participation…)
A.3.3. Community Contribution (including positive contribution to the wider community…)
6. PARTICIPATION – Right
to actively participate
A.1.1. Leadership (including role model values in policy development – privacy, dignity, collaboration, decision
making…)
7. PRIVACY – Right to
privacy and confidentiality
A.1.1. Leadership (including staff, volunteer and consumer feedback about communications, leaders promoting
effective complaints resolution…)
A.3.2. Consumer Outcomes (including meaningful participation enhances service development and delivery…)
A.3.3. Community Contribution (including accountability in response to complaints, consumer surveys…)
8. COMMENT – Right to
comment and /or complain