This episode showcases useful toolkits for improving care and services in any sector. Simple. 1. THE POINT (Time: 1:30) Everyone deals with complaints and there is both an art and a science to it. We look at complaint handling resources from Victoria that are useful for all human service sectors. The Victorian Ombudsman’s practice guides...

We’re kicking off a new season. Why? Because we want to! You’ll find some new segments and old favourites – and a fair bit of fearless facing of AI in improvement and clinical governance. In Ep 1 you’ll find a reinforcement on what leaders want in a quality management system; a reminder about the cost/quality...

Life Rewards Action (whether it’s wardrobes, email or org-wide culture change…) Worried about your ‘culcha’? See your CEO and board earnestly nodding about ‘improving’ culture/creating a ‘culture of quality’ – and then looking expectantly at you? Don’t break out the powerpoint: we have the good oil on the practicalities of shifting culture for happier staff...

1. QUALITY QUANDARY (Time: 0.15) We’ve all been in this Quandary: how to get those docs to engage in improvement? No magic wands here but some useful tips that go beyond ‘Pleeeeeeese!’ Thinking about what they need before what you need is a great start. Jones B, Vaux E, Olsson-Brown A. How to get started...

1. The Point (Time: 00:15) The evidence is in! Consumers are invaluable on patient safety investigations. From April 2025, the latest Hibbert research – Perceptions and Experiences of Consumer Representatives on Patient Safety Investigation Teams: A Qualitative Analysis. https://onlinelibrary.wiley.com/doi/10.1111/hex.70281 2. QUALITY HACK (Time: 16:15) We’ve all heard loads of bright ideas for remembering names –...

1. TLDR (Too Long Didn’t Read – or Too Long Must Read, for our Victorian listeners – for this particular document!) (Time: 1:05) No more ‘safe, high-quality care’, and the improvement cycle gets a makeover. What sorcery is this? It’s The Safer Care Victoria Victorian Clinical Governance Framework! https://www.safercare.vic.gov.au/publications/victorian-clinical-governance-framework 2. DRDR (Did Read, Do Read)...

Getting to ‘consistently good’ requires systematic thinking from the logical part of your brain – and a system to back it up. But this won’t happen unless the ‘elephant’ part of your brain wants to go there. Improving care and service quality is a whole-of-brain workout! 1. QUALITY QUANDARY (Time: 0:45) No, you’re not wrong...

Everything old is new again – but with added features! Dignity of risk, spread and scale, negotiating for success – all with fresh clothes but a traditional skeleton. 1. QUALITY QUANDARY (Time: 00:40) A Wicked Problem: managing consumer focus, dignity and risk. (And doesn’t it sound familiar?) Hillman A, Tadd W, Calnan S, Calnan M,...

When we get hold of it, of course! Plus some excellent evidence on the effectiveness component of aged care quality that could use some more attention – and a tip for improving the consumer experience that costs nothing in time, effort or $$$. 1. QUALITY QUANDARY (Time: 00:40) Care Track Aged Care Study Hibbert, P.D.,...

‘Episode 18.5′ is a bit like ‘Platform 9 and 3/4’ – something special we want to let our lovely listeners in on! QualityClub is happening in 2025 from Feb-July – and we enthusiastically invite you to join us! Run by career quality managers and directors, and hosts of No Harm Done Balding and Jones, QualityClub aims to...