The experience that holds the ECH community together

At ECH, listening to clients, residents and families, and learning from their experiences is at the centre of how we continually improve.

To support this, the ECH Reference Group, comprised of clients, residents, and their families, was formed in 2018 to ensure your thoughts, ideas and feedback is listened to and incorporated in decisionmaking.

Four years later, the group continues to develop and grow; between 15 and 25 members now meet for two hours on a bi-monthly basis. The group’s agenda includes reviewing customer feedback trends and workshopping topics. A recent topic which generated some wonderful ideas and helped inform our ECH strategy was: What does it mean to live well?

Group secretariat Ebony, who is also an ECH HR Officer, says she enjoys being involved in a group that makes a difference in the lives of those who receive ECH services. “I love the interaction with clients and residents and helping them have that space to share their voice and lived experience,” she says.

“The aim of the group is to collaborate with clients, residents and representatives to enable us to create services and experiences, and to build homes that will result in people having more positive lives.

“We encourage more ECH community members to attend – currently we have many residents who are part of the group, which is great, but we want to ensure clients and families from as many regions, as possible and to involve people who have different cultures and life experiences from one another

“Diversity is really celebrated at ECH, and we want to create a place where everyone is welcomed.”

Over the past few years, the topics of discussion have included: dying peacefully at home, ECH’s role in care, the ECH brand and values, and technology.

We are continuously looking to improve so if you would like to submit feedback to ECH, visit ech.asn.au/about-us/complimentscomplaints-and-feedback

ECH Independent Retirement Living accommodation and support services. The results were then presented in October at the 2022 resident annual general meeting.

We received 1,023 responses (49% response rate) and the overall feedback was very positive. We also had some suggestions for possible approaches to improve the ways we are delivering some aspects of our services. We are thankful for these valuable ideas and are looking into what these might mean for the future.

Here is a summary of some of the results.

Our 10 best scores

97%

• My unit supports me in living independently

96%

• My Maintenance Officer always communicates and interacts with me politely

• My unit is comfortable for my needs

95%

• All staff always communicate and interact with me in a polite and respectful manner

• Living in my unit at my village has helped maintain my independence

• The Property Services Call Centre staff always communicate and interact with me politely

• can always rely on my Maintenance Office to perform their work in a responsive and timely manner

93%

• My Maintenance Officer is skilled, competent, and professional

• feel safe and secure in the village 92%

• My unit, including applicances, is functional and well maintained