Quality Account 2019/2020

Today, more than ever, providing the best care possible has never been more essential. Our community is growing in size and diversity, and it is important that we work with our community to ensure every person Mercy Health supports — from patients, residents and clients to their families and carers, and our staff — feels well cared for, safe and respected.

There have been many achievements throughout the year and, within this Quality Account, we hope to share with you a snapshot of some of the things we have done, together with our community, to offer the very best care possible.

Your experience matters

Mercy Health participates in surveys to gain a better understanding of the patient experience and identify opportunities for improvement.

These surveys provide valuable data and feedback and are an important way to measure the quality of care we provide.

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Choosing Wisely at Mercy Health

Choosing Wisely is a global initiative that seeks to improve the safety and quality of healthcare for patients.

Mercy Health is participating in the Choosing Wisely initiative, along with a number of other health services. As a Choosing Wisely Champion Health Service, Mercy Health is also a member of NPS MedicineWise.

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Feedback and complaints

It is important for Mercy Health to understand how you think and feel about our services.

We encourage sharing experiences, feedback and suggestions to help us continue to respond appropriately and improve the safety and quality of the care we provide.

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Speaking up for safety

Mercy Health is committed to providing safe care for patients. In 2019, Mercy Health introduced the Speaking Up for Safety™ program to improve patient safety by promoting an organisation-wide 'speaking up' culture.

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The people who access our services come from 188 countries, speak 165 languages and follow 88 religious faiths. Our staff are also diverse, hailing from 131 countries and speaking 73 languages.

Protecting against the flu

High immunisation rates for healthcare workers are essential to reduce transmission of influenza in healthcare settings.

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Accreditation

All Australian health services are surveyed under the National Safety and Quality Health Service Standards. The eight standards measure quality of care in key safety areas for patients.

Accreditation

Accessibility Action Plan

Mercy Health was proud to officially launch its inaugural Accessibility Action Plan 2019-22 on International Day of People with Disability in December 2019. Mercy Health is committed to continually improving our services and facilities so that we can deliver accessible and inclusive healthcare to all of our patients, clients, families, carers and staff.

Accessibility Action Plan

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Example content - Mercy Health welcomes patients, clients and family members from a wide variety of countries, cultures and backgrounds. The people who access our services come from 188 countries, speak 165 languages and follow 88 religious faiths. Our staff are also diverse, hailing from 131 countries and speaking 73 languages.

Consumer Advisors

Mercy Health's Community Advisory Groups (CAGs) provide local advice from a consumer, carer and community perspective, to help our health services better understand and respond to the needs of the communities we serve.

Mercy Health has a number of Community Advisory Groups (CAGs) in place across our Health Services sites. These groups provide local advice from a consumer, carer and community perspective, to help our health services better understand and respond to the needs of the communities we serve.

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