Help shape Catholic Healthcare Home and Community Services — Make your voice count
Are you passionate about improving Home and Community Services at Catholic Healthcare? By joining the Quality, Clinical and Advisory Board (QCAB), you will have the opportunity to share your experiences, influence decisions, and help us deliver better support for everyone in our community.
What QCAB members have achieved
QCAB members have played a key role in:
- SMS alerts and app innovations QCAB members have been instrumental in trialling and refining the Catholic Healthcare App, which now includes SMS alerts for service disruptions and roster changes. This means clients and families receive timely notifications about upcoming visits, changes, or delays, directly to their phones—making communication more transparent and reducing missed appointments. The app also allows clients to see who their care worker will be, thereby improving safety and trust.
- Complaints and feedback made easy ERICS complaints and feedback app, shaped by QCAB input, allows clients and families to log concerns or compliments quickly and efficiently. Feedback is routed to the right person for prompt action, and the process is now much more transparent.
- Making Information simple QCAB worked with the Finance team to simplify financial statements, especially for those using external services. This has made it easier for clients to understand charges and manage their care.
The Catholic Healthcare App now features SMS alerts for service disruptions and roster changes. Clients and families receive clear, timely notifications about upcoming visits, changes, or delays—directly to their phones. This makes important information simple and accessible, reducing confusion and missed appointments, and ensuring everyone stays informed even if they don’t regularly use the app.
Data-driven improvements: QCAB’s review of incident and complaint data led to a 50% increase in reporting rates, demonstrating the effectiveness of the new incident management system. Most feedback is positive, highlighting the respectful and caring approach of community workers. Complaints are now addressed faster, with clear follow-up.
Ongoing and upcoming initiatives
- Care Worker identification: Clients can now see who is coming to provide their service, either via the app or through fridge magnets with contact details.
- Enhanced communication: QCAB continues to strengthen how updates and changes are shared, ensuring information reaches clients and families promptly.
These achievements show how QCAB turns your feedback into action, making our services more responsive and client-centred
'We are really good at implementing changes. A change will never be good if it doesn’t lead to an improvement. And I think Catholic Healthcare is doing very well at that.'— QCAB member
Survey Feedback (Cycle 4):
- High awareness of QCAB’s work and the Inspirit Model of Care.
- Improvements in incident and complaint handling are widely recognised.
- The Catholic Healthcare App is making a real difference, with 45% of clients now using it.
- Clients especially appreciate the respectful and caring approach of community workers.
Flexible Ways to Get Involved?
As a QCAB member, you will:
- Have your voice heard by decision-makers
- Help shape the services and support we provide in Home and Community Services
- Be part of a team dedicated to continuous improvement
We welcome clients, family members, and advocates who want to make a positive impact.
Ready to get involved? Become a QCAB member and help us build better Home and Community Services together.
To find out more or to express your interest, please view our webpage, Consumer Advisory Bodies to register or speak to your local Catholic Healthcare team.
QCAB champions quality and care in Catholic Healthcare residential homes
Working Together for Safer, Happier Communities
Bringing together a shared commitment to quality and safety, the Residential Quality Advisory Body (QCAB) has completed its fourth cycle of discussions focused on enhancing quality and safety in Catholic Healthcare’s (CHL) residential homes. Gathering in September and October, members came together to thoughtfully review performance, celebrate strengths, and identify new opportunities to improve the lives of residents and employees alike.
Practical solutions and real progress
Over the years, the QCAB team has put forward 32 thoughtful recommendations—19 of which have already been brought to life, with 12 more well on their way, among the highlights: new sleek, hotel-style compendium, budget for the delicious move toward buffet-style dining, improved medication management, and easier ways to handle incidents and complaints. Nevertheless, a recent survey reminded us that many QCAB members and Catholic Healthcare employees are unaware of some of these significant advancements, highlighting the need for a dedicated communication and change strategy so everyone can participate in the journey of improvement.
The key highlight in Cycle 4 was hearing first-hand from QCAB members about the impact of the buffet dining project (from Cycle 2). Some key highlights included a balance between complaints and compliments. For example, although food accounted for the highest proportion of complaints (18.5%), it also received a high number of compliments (15.5%). As well as 92.3% overall satisfaction over the last 6 months from 4671 responses.
'One of the aspects of the new dining buffet model is that people can go back for seconds if they wish.' QCAB member
Cycle 4 was particularly special because of the enthusiastic participation in reviewing the Complaints and Feedback policy, as well as the refreshed Volunteer Strategy and Program. Members offered practical, caring insights that were warmly welcomed and incorporated into these documents—ensuring resident voices are genuinely heard.
Looking to the future, QCAB members have recommended that the focus be on completing and celebrating current projects rather than starting brand-new ones immediately. There is a special emphasis on maintaining open and positive communication, as well as supporting change in ways that involve everyone. As we approach Cycle 5 in March–April 2026, the QCAB is excited to continue building a caring culture and supporting workforce retention, making Catholic Healthcare's residential homes even warmer and safer places for all.
'We have a lot of big projects with Catholic Healthcare beyond QCAB, so it would be good to go back and check on how the recommendations are tracking.' QCAB member
'QCAB Recommendations
Catholic Healthcare is committed to following through on the improvement items outlined below, which will make a real difference in everyday life. Together, these efforts will help everyone in the CHL Residential community feel supported and valued.
Summary of QCAB Recommendations
- Short-term (0–6 months): Continue working on current improvement initiatives, especially enhancing service communication. Evaluate the impact of buffet dining by comparing homes with and without the new model, focusing on clinical outcomes.
- Medium-term (6–12 months): Focus on workforce retention and development, with plans for Cycle 5 in 2026.
Actions Catholic Healthcare is taking:
- Trial a new daily meal feedback survey in two homes over three weeks, followed by a review of the results.
- Implement an inclusive Volunteer Strategy, particularly for residents who are less mobile or confined to their rooms.
- Advance dementia-specific education and best practice sharing to improve person-centred care in all homes.
- Review and enhance safe medication management practices based on QCAB feedback.
- Set up a routine process for evaluating QCAB initiatives, ensuring all projects have measurable outcomes before starting.
- Engage IT to collaborate with QCAB, identifying challenges and solutions ahead of Cycle 5 in 2026.