Daily diet, care plans, service quality, and complaint resolution are crucial factors in the satisfaction of aged care service users. In light of this, Chung Wah Community Care (CWCC) held two Consumer Advisory Committee meetings this July to discuss these topics with community clients and explore ways to further enhance CWCC's service quality.
Regarding meals, the Balcatta and Willetton Community Hubs of CWCC provide freshly prepared lunches on every activity day. Seniors praised the meals for their healthiness, hygiene, balanced nutrition, and excellent taste. They also appreciated CWCC's efforts to cater to the special dietary needs of seniors, ensuring that vegetarians and those requiring soft foods receive careful attention at the community hubs.
Co-designed Care was another significant topic of the day. At CWCC, every service is collaboratively decided by seniors, their families, and staff, including the date, time, type, and personnel involved, ensuring client participation and satisfaction. One senior praised, "CWCC staff communicate in languages that clients can easily understand and clearly explain the rules, including cancellation, complaints, and pricing policies, which are very clear and easy to understand."
In terms of specific service details, CWCC's transportation arrangements, community hubs, outings, and service attitudes received high praise. The seniors believe that CWCC's services are comprehensive and meet diverse client needs. All activities are well-organised and smoothly executed, achieving the goal of "providing the right service to the right person at the right time in the right way."
Additionally, addressing complaints is one of CWCC's most essential responsibilities. While clients in the past felt uncomfortable making complaints, CWCC now encourages them to voice concerns to improve services, making clients more willing to raise issues. The meeting highlighted that CWCC's user handbook clearly outlines the complaint process and case coordinators are available whenever needed, demonstrating high professionalism.
Besides discussing CWCC's many achievements, the meeting also addressed current limitations. For example, due to the complexity of the Australian aged care system, seniors may not fully understand their rights and all available information. More resources might be needed to fulfil some seniors' wishes for more frequent participation in community hub activities and outings. In response to these needs, CWCC gathered feedback from the seniors and proposed practical improvement suggestions.
This meeting not only made the seniors feel respected and valued but also further strengthened the connection between CWCC and its community members. CWCC will continue to strive for innovation and collaboration to continually enhance service quality and meet the diverse living needs of seniors.
