We are committed to providing the highest quality care.
Your Community Health is committed to the principles and concepts of Continuous Quality Improvement (CQI). These principles are embodied in all areas of the organisation and ensure high-quality service delivery for our communities. We assess the quality of the care we deliver through various methods, including clinical audits, incidents and feedback, patient satisfaction surveys, accreditations and performance measures.
If you would like to share any feedback or complaint, please visit this page.
Quality Account and Annual Reports
Each year, we publish a Quality Account and Annual Report about our services and efforts to ensure that we are meeting the highest standards of healthcare.
Quality Account and Annual Report 2022-2023
Quality Account and Annual Report 2021 – 2022
Quality Account and Annual Report 2020-2021
Quality Account and Annual Report 2019-2020
Policies and procedures
Our high quality services are supported by a range of policies, procedures and standards that staff and volunteers must adhere to. We can discuss any specific policies with you on request.
Whistleblower policy: If you suspect an employee of misconduct, we offer a safe, secure and confidential way to report the matter. Read our whistleblower policy to find out more.
Accreditation
Accreditation is an important way that we can demonstrate that our services are meeting the highest standards. Accreditations ensure quality of care, patient safety, demonstrated accountability, gaining and keeping clients, and meeting regulatory requirements. At YourCH, Accreditation follows a cycle of self-assessment, external review by an approved external accreditation body, and monitoring and continuous improvement.
Your Community Health maintains Accreditation against the following standards:
Quality Improvement Council Health and Community Services Standards
The Quality Improvement and Community Services Accreditation (QICSA) Standards are the overarching accreditation standards for the whole organisation. Services accessed against these Standards are Social Support and Men’s Shed, Allied Health (Physiotherapy, OT, Podiatry, Speech Therapy, Counselling, Dietetics, Diabetes Education), Community Programs (Aboriginal Health Team, Needle and Syringe Program, Health Promotion, Community Development, COVID programs, and Trans and Gender Diverse in Community Health. Our current Accreditation is valid from May 2022–May 2025.
Rainbow Tick Accreditation
Your Community Health (YourCH) is proud to be Rainbow Tick accredited, as part of our commitment to being a safe, affirming and inclusive place for clients, staff and volunteers from LGBTIQA+ communities.
We are dedicated to supporting our diverse Darebin community and, with over 10% of residents being part of the LGBTIQA+ community, achieving Rainbow Tick is an important milestone for us.
Many LGBTIQA+ people experience discrimination or distressing encounters when seeking healthcare, which can have serious and preventable impacts on their health and wellbeing. In being assessed against six comprehensive standards and achieving Rainbow Tick, we are showing the rainbow community that they can confidently use our services, join our team, and volunteer with us.
We also recognise that Rainbow Tick is only the first step in our journey to creating an inclusive and accessible place where people of all identities, experiences and backgrounds are accepted, safe and celebrated. While we will get things on this journey right, we will also make mistakes, and we promise to listen and learn from the community when we do. Together, we will continue to work hard to improve diversity, inclusivity and accessibility across YourCH.
Many members of the YourCH team and client community have supported our goal to be Rainbow Tick accredited, putting in years of work to help us become the organisation we are today. We thank those who participated in this process for their insights, honesty and expertise.
Our Rainbow Tick Accreditation will be re-assessed in the second half of 2023, and again in early 2025 to ensure we continue to improve on this important work.
“We should all be able access health services, or work within them, without fear of discrimination and prejudice. The Rainbow Tick process has helped us identify the gaps in our services and systems, and made it clear that true inclusion can never be passive. One of the most rewarding outcomes has been feedback from people who’ve been away on leave, and hearing how delighted and excited they are about the changes they’ve seen at our sites, and in our staff.”
-Ruby, YourCH staff member
National Safety and Quality Health Service Standards (NSQHS) – Dental
In December 2022, our dental services were assessed against the NSQHS Standards, which set a nationally consistent level of care that clients can expect from health service organisations. The NSQHS Standards focus on strong clinical governance, partnering with clients to create a person-centred service and linical safety standards. This was completed to support our transition to the National Safety and Quality Primary and Community Healthcare Standards. Provisional accreditation was successfully awarded and the organisation will be accredited against a further six actions in 2023.
National Disability Insurance Scheme (NDIS) Practice Standards
In February 2023, YourCH undertook a midway audit against the NDIS Practice Standards, supporting quality service delivery for NDIS participants. The NDIS Practice Standards promote a set of quality service standards that focus on client rights and empowerment; transparent access to equitable and integrated services; client safety and wellbeing; and a client’s right to choose and actively participate in the services that support them. NDIS Accreditation was maintained and we will undergo our next full assessment in 2024.
Diagnostic Imaging Accreditation Scheme
The Oral Health Program is accredited against the DIAS Standards, enabling us to provide Orthopantomogram (OPG) services. Our current Accreditation is valid from February 2015-February 2026.
Royal Australian College of General Practitioners Standards
Our Medical Practice is accredited against the Royal Australian College of General Practitioners (RACGP) Standards. Our current Accreditation valid from April 2020-April 2024.
Aged Care Quality Standards
From September 2022 to March 2023, the organisation undertook a midway audit against the Aged Care Quality Standards to ensure the safety and quality of our related services. The Quality Standards focus on outcomes for consumers and reflect the level of care and services the community can expect from organisations that provide Commonwealth subsidised aged care services. Aged Care Accreditation was maintained and the date of our next full assessment will be in 2025.
Victorian Child Safe Standards
Your Community Health complies with the Victorian Child Safe Standards, although the Standards are not an accreditation-based system, and in so doing provides a healthcare environment that is safe and empowering for children.