Continuous Improvement
Principles for quality management through continuous improvement
Overview
Introduction
Continuous improvement helps HWH to ensure the services provided are always the best possible for clients.
HWH management believes continuous improvement is essential to delivering the highest quality care and providing the most efficient working environment. We can see opportunities to improve our work, so we are responsible for continuous improvement.
Continuous improvement helps HWH to ensure the services provided are always the best possible for clients.
HWH management believes continuous improvement is essential to delivering the highest quality care and providing the most efficient working environment. We can see opportunities to improve our work, so we are responsible for continuous improvement.
Part of quality management, continuous improvement involves:
- listening to our clients and valuing their feedback
- understanding what we are doing well
- identifying where improvements are needed
- taking action to best meet the needs of our clients.
Applies to
- all areas of the service at all times.
- all HWH representatives
Related Items
- NDIS (Quality Indicators) Guidelines 2018 (Cth)
- Continuous improvement register
Policy
Continuous Improvement
Involves
- Regularly collecting information from a variety of sources, including:
- things that are working well
- things that are not working well
- things that have gone wrong
- decide if the issue is a risk
- any changes in requirements
- any external knowledge or advice
- recording problems and ideas in a continuous improvement register
- decide if an issue presents a risk—if it is, record it in the risk management plan and work with those affected to address ideas for change
- implementing changes as agreed and documented
- advising all relevant stakeholders of any changes made
- monitor changes and review if intended outcomes are positive, whether there are any unintended negative impacts and any further changes required to address this
- Regularly report to key managers on continuous improvement plans and their progress.
- demonstrate an active interest in continuous improvement
- be prepared to abandon and, or replace flawed processes
- encourage ideas and opportunities for improvement from all corners.
- Actively provide opportunities for worker involvement.
- Ensure services are well planned, effective in meeting needs and provided at the best possible level of quality by:
- ensuring a quality management system is used and that internal controls are in place to comply with relevant standards
- monitoring the results of quality reviews and making changes as needed
- ensuring compliance with reporting requirements
- implementing risk management
- pursuing organisational goals of service excellence.
Additionally, key managers should provide leadership in quality management, including:
- foster a positive attitude to quality improvement among workers
- actively implement improved and enhanced policies and procedures
- identify key indicators for the quality of the service
- track improvement opportunities and actively participate in their resolution.
Continuous improvement responsibilities of workers
- constantly be on the lookout for ways that processes or services could be improved
- submit an "Improvement Opportunity" (IO) form to take the next step and be prepared to
- discuss any identified areas for improvement with the Care Manager or other key managers
- be prepared to be part of the solution by participating in team meetups considering your and other improvement opportunities.