Our Customer Promise
At Uniting AgeWell, the quality of life and experience of our customers is at the heart of everything we do.
Overview
Our Customer Promise, Customer Charter illustrates what's important to our customers and demonstrates how our services, our staff and our way of working all focus on assisting you to live well with choice and peace of mind.
Key undertakings
Actions speak louder than words! Developed in consultation with customers and staff, our Customer Promise, Customer Charter sets out the key undertakings embedded into staff practice and accountabilities.
You’re at the heart of everything we do
We will always treat you with respect and dignity and ensure you feel valued and supported. You’re in control and we’re here to provide the services you require to continue living well and doing what’s important to you.
We will support you every step of the way
Your goals and needs are our priority. We will listen, support, advise and work with you to connect you to the right services - now and into the future. We are responsive and flexible, and will be a trusted partner in your care.
We will provide high quality, safe services
We never compromise on keeping you safe and giving you the best of care. You can have peace of mind that our services demonstrate best practice, are safe, effective and appropriate. Your wellbeing is always our primary concern.
Our staff are friendly, skilled and reliable
We’re here to help you get the most out of life. You can expect prompt, enthusiastic and professional support from our qualified and welcoming staff who share our commitment to care. When we promise to do something, we’ll do it.
We will listen and learn
Your voice and ideas are important to us. We’re constantly striving to find new and better ways of doing things. We welcome and seek your feedback, listen to your stories and concerns, keep you informed and take action when and where it is needed.
Feedback
Committed to continuous improvement
While all Uniting AgeWell aged care residences hold full three-year accreditation, and our community services and programs consistently receive praise from auditors, we are constantly looking at ways we can improve and enhance our standards of care and service delivery.
We do this through internal and external programs, including training and education for staff, comprehensive data tracking and analysis, and a robust feedback system.
We actively encourage all feedback about our services.
