BCHS Annual Report 2025 - Report - Page 43
Monitoring client
and community
experience
Risk, quality and
accreditation
The Risk and Quality Team maintained strong systems to
ensure safe, high-quality services and compliance with
multiple accreditation standards.
Feedback about client and community experience with
BCHS is always welcome and is highly valued. This feedback
supports us in further improving the services and programs
we provide to clients and the community. At no time will
feedback re昀氀ect negatively on a client’s continued use of our
services and programs.
Our quality and safety systems are integrated into service
and program delivery and are supported by our commitment
to maintaining accreditation under the following quality and
safety standards:
• QIC Health and Community Services Standards
The following options are available for clients and community
to provide feedback in relation to their experience with BCHS:
• ACE&CQA National Quality Standards (Family Day Care)
• By completing a ‘Compliments, Suggestions and
Complaints’ form available from reception at any BCHS site
• Aged Care Quality Standards (Podiatry, Physical Activity
Programs, Social Support Group)
• By providing feedback through BCHS’ website
• headspace Model Integrity Framework (headspace
Bendigo)
• By emailing
• Where requested or required, a BCHS sta昀昀 member will
respond to feedback either in person or by phone, e-mail,
or letter within 30 days.
Number of complaints
• Royal Australian College of General Practitioners (RACGP)
Standards (Medical Practice)
• Social Services Standards (Family Services)
19
Number of compliments and/or suggestions
• Child Safe Standards.
25
Worth noting
in 2024/25:
8%
2506
BCHS saw an
8% increase in the
number of individuals
accessing our services.
clients were supported
with a translation
service, provided in 16
languages, including
Auslan.
Close to 1 in 10 clients
were born outside
of Australia.
We continued to provide
care across the lifespan,
with clients ranging
from 0 to 100 years old.
13%
16%
“Sta昀昀 are amazing.
Very professional and
attentive to my needs.”
“BCHS workers are friendly
and understanding. I am
very happy with my care.”
Our referrals for
service increased by
an average of 13% per
month.
of our clients came
from as far away as
Albury, Mildura and
Warrnambool.
Disclosure Statement:
The data presented in this report is based on the best available information at the time of analysis. However, due to potential limitations in data collection,
reporting inconsistencies, or estimation methods, there may be inaccuracies or gaps.
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