As we mark one-year since implementing Prestige Inhome Care’s Client Advisory Group (CAG), we chat with Flavia, Prestige’s Quality & Risk Manager, reflecting on the journey and the invaluable contributions from our clients and their representatives.
Initially meeting fortnightly, the Client Advisory Group now convenes quarterly, both online and in person at the Prestige head office.
What have been some of the benefits of engaging closely with our clients?
Understanding our services and processes from their perspective has been eye opening! It is also important to know what really matters to them so that we don’t spend all our time on things that actually have no impact or value for our clients.
What are some of the outcomes?
The Client Advisory Group has been instrumental in driving several key outcomes:
- The CAG provided invaluable feedback on some real pain points for them and offered some recommendations on what they felt Prestige could do to resolve some of the issues. This was put in a formal letter which was presented to the Prestige Board.
- They reviewed our Complaints and Feedback process, leading to improvements.
- Following feedback and discussion around Home Care Package clients’ difficulties in claiming reimbursements when Prestige preferred providers couldn’t meet urgent requests, Prestige changed their process and made this possible in certain circumstances.
- Based on feedback from CAG, we changed our process to allow for additional hours to be scheduled after hours, addressing the previous limitation of waiting until Monday if it was a weekend.
What are some of the projects the CAG has provided input into?
The group has provided valuable input into various projects.
They gave us very useful feedback on what wasn’t working for them with the former Prestige client app, and what they would love the new Lookout client app to provide.
Their feedback has helped us shape better solutions for clients.
Client Advisory Group member Vivian says that the meetings have been a beneficial way for himself and others to share more ideas about Prestige and have their voices heard.
Christine was originally reluctant to join the Client Advisory Group as she has a severely disabled daughter and said that she was often time-poor. However, she says that she soon realised the CAG to be an invaluable tool in having her voice heard by Prestige.
A Collaborative and Respectful Group
Our Client Advisory Group comprises a mix of clients and client representatives, who are all lovely people forming a respectful and collaborative group. They have consistently sought the best outcomes for all, not just their own interests, making the CAG a truly effective advisory body.
We look forward to continuing this journey with our group, driving positive changes and enhancing our services based on their invaluable insights.
Expression of Interest
Prestige welcomes client participation in Client Advisory Group. If you’d like to be involved in the CAG, please send an expression of interest to flavia@prestigeinhomecare.com.au , for consideration of membership.