Accreditation & Quality Quality Accreditation Australian Service Excellence Standards (ASES) assessment In June 2025, Catherine House successfully completed our triennial for improvement, as we continue to strengthen our quality and continuous improvement approach. The ASES report highlighted the following strengths: Management
Service Excellence Certificate
• Skilled and experienced in their field • Committed to residents/clients having a voice/choice • Valued partnerships and strong relationships with partners • Teamwork across and within Catherine House • Collaboration across teams and with community partners • Respected and valued partner with others in health, housing and other community services Service & Consumer Outcomes • Respectful, compassionate relationships with clients / residents • Values underpin client and resident led partnership • Innovation, listening and evaluation, leading to positive outcomes • Responsive, flexible and agile to meet holistic client and resident needs • Support, referrals and collaboration to enable clients/residents to be better able to achieve their goals • Stories of success well documented and used for recognition and reporting of outcomes
• Recording and sharing of service and program impacts and outcomes well embedded Stakeholder and client feedback on service delivery • Respected and valued partners • Clients are treated with dignity and respect • Staff think outside the box • Workers are very responsive, open to feedback, and transparent • Staff operate from a trauma informed and client centred base • CH clients tell potential clients “CH can be trusted, no judgement and respectful” • The staff are skilled, compassionate and very patient, adjusting decisions based on clients’ needs • Go above and beyond, proactive in addressing issues, not a crisis response • Communication is excellent with partners and funders • Are clear about what they can and can’t provide • Deliver great outcomes, just need greater capacity to be able to do more
• Vision, values, and purpose clear and aligned to practice, and consistent across all levels • A Board that is committed and proactive, ensuring good governance systems are in place and addressing and managing in a challenging and dynamic environment • Strong Executive and Senior Management, with clear roles, remaining committed and positive as the company learns, grows and transforms • A new Clinical Governance framework was implemented across Supportive Services • Use of internal business partners to enhance relationships and effectiveness across organisation • Strengthening Risk Management • Learning and sharing good practice across entities People, Partnership & Communication • Values driven, compassionate staff who go above and beyond
quality re-accreditation process with ASES, at Certificate level. Quality accreditation processes provide a framework to assist an organisation to develop and maintain best practice systems. Through this, we reviewed and updated our processes, procedures and policies, engaging with staff across the organisation. We submitted an evidence workbook and participated in four days of interviews across all levels of the organisation including Board, staff, stakeholders, clients and volunteers. The assessment process is an opportunity to showcase the work undertaken by our service delivery teams. While ASES is fundamentally a service delivery accreditation, the assessment considers the organisation from top to bottom, internal and external perspectives on our organisation, and the voices of our residents and clients. It was a team effort to complete the quality re-accreditation process. We received valuable feedback on the organisation, including opportunities
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