Linking staff and consumer satisfaction for better care and happier staff
Staff and consumer satisfaction are interdependent. But in human services, we often address them separately – or think that one comes at the expense of the other. But high-performance organisations think differently.
In this webinar, Cathy Balding will explore the shift from ‘consumer-centered care’ to ‘consumer and staff-centered care’ and outline some simple steps you can take to see benefits on both sides.
Dr Cathy Balding
Cathy works with aged care boards and executives to implement ‘strategic clinical governance systems with purpose’: focusing on achieving a consistently high-quality point of care experience, and is the author of three books on the topic. Cathy has conducted and published research into effective quality systems, and developed quality and clinical governance frameworks and associated training for the SA and Victorian Departments of Health. For a number of years she was involved in the Victorian ‘Beyond Compliance’ public sector aged care improvement and measurement program as a consultant and trainer, including the development and evaluation of Victorian aged care Quality Indicators and the Victorian ‘Aged Care Governance Readiness Tool.’
She is a current RSL LifeCare NSW Board member, chairing the Board Quality Committee, and sits on the Alfred Health Quality Committee as an external expert. Cathy also works closely with the AICG as a clinical governance consultant and Board facilitator.
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