Belong at Home Service Quality

The Statement of Rights clearly outlines what older people can expect when accessing aged care. These rights include:

• Being treated with dignity and respect
• Making informed choices about care and services
• Feeling safe and supported
• Having privacy and personal information protected
• Accessing advocacy and raising concerns without fear

At Belong at Home, we are proud to support and uphold these rights in everything we do. We believe that quality care begins with empowering older Australians to live with confidence and independence.

Learn more: Statement of Rights Fact Sheet – Australian Government Department of Health, Disability and Ageing

Strengthened Aged Care Standards come into effect with the Aged Care Act 2024. The updated standards are designed to ensure safe, respectful and person-centred care across all aged care settings.  Standards 1 to 5 apply to Belong at Home. 

The Code of Conduct is made up of 8 elements that set clear expectations for ethical and professional behaviour across the aged care sector.  It applies to aged care providers, their governing persons and workers including volunteers and aims to ensure older people receive safe, respectful, and high-quality care. 

At Belong at Home, we are committed to continuous improvement and transparency in the care we provide. Our Quality Care Advisory Committee meets quarterly to review and discuss key areas such as client and carer feedback, incident reports, staff training, service improvements and other quality-related matters.

The Committee is made up of representatives from across the organisation, including management, clinical staff, clients and carers. This diverse membership ensures that a wide range of perspectives are considered, helping us maintain high standards and deliver care that truly reflects the needs and values of our community.

Together, we’re shaping a safer, more responsive and person-centred care experience.

• Refer to our seasonal Newsletter for updates on activities.

The Client Advisory Committee is a group of clients or their representatives who get together to discuss the quality of care at Belong at Home, and contribute feedback, ideas and thoughts on how the organisation should run. It helps us to design our services to be more person focused.

The feedback you provide is submitted to our Executive Team and the Board of Management. 

The Client Advisory Committee meetings are held twice a year.  If you are interested in joining the Committee or would like to know more, please contact us on 08 9720 5100 or info@belongathome.org.au . 

At Belong at Home, we believe that quality care is defined by the people we support and those who support them. That’s why we’ve developed a Quality Goal Framework through meaningful consultation across our organisation—including clients, carers, volunteers and staff.

This framework outlines what quality care looks like in practice, guided by shared values and real-life experiences. It helps us deliver services that are:

• Safe – protecting the wellbeing of every individual
• Respectful – honouring personal choices, dignity and culture
• Responsive – adapting to changing needs and preferences
• Person-centred – placing people at the heart of everything we do

By working together, we are building a culture of continuous improvement, compassion and genuine care.

We Value Your Voice 
At Belong at Home, we welcome your feedback whether it is good or bad. It helps us improve your care and services. You can share compliments, concerns, or complaints safely and confidently.  

How to Give Feedback  
You can:

• Fill out a Feedback Form .  
• Talk to any staff member, Care Partner, or Site Manager.  
• Send an email to feedback@belongathome.org.au or letter to PO Box 1776, Bunbury WA 6230.  
• Use our website www.belongathome.org.au or call us on 1300 901 790.  

View our Feedback and Complaints Policy: belongathome.org.au/about/policies

Belong at Home is committed to the safety, wellbeing, and dignity of older people receiving care. As part of our dedication to high standards, we actively manage all incidents and participate in the Serious Incident Response Scheme (SIRS), which ensures that any serious incidents involving older Australians in our care are promptly identified, reported, and addressed.

Together, we can create a safer, more respectful environment for everyone.

View our Incident Managment and SIRS Policy: belongathome.org.au/about/policies

At Belong at Home, we take your privacy seriously. We are committed to protecting the personal information of our clients, families, and staff, and ensuring it is handled with care, transparency, and respect.

All personal data is collected, stored, and used in accordance with Australian privacy laws and our internal policies. We only use your information to provide quality care and support services, and we never share it without your consent unless required by law.

You have the right to access your information, request corrections, and understand how your data is being used. If you have any questions or concerns about privacy, we encourage you to reach out to our team.
Your trust is important to us, and we’re committed to keeping it.

View our Privacy Policy: belongathome.org.au/about/policies

What is a Whistleblower? 
A whistleblower is someone who reports misconduct, unsafe practices, or unethical behaviour within an organisation. This could include concerns about the safety or wellbeing of clients, breaches of policy, or other serious issues that may affect the quality of care or workplace integrity.

At Belong at Home, we encourage a culture of openness and accountability. If you see something that doesn’t feel right, you have the right to speak up confidentially and without fear of retaliation. Our Whistleblower Policy ensures that all reports are taken seriously and investigated appropriately, helping us maintain a safe and respectful environment for everyone. 

How to Report:
You can INTERNALLY report concerns to:

• Sheree Jones (People & Culture Manager) – 08 9720 5100.  
• Michelle De Ronchi (CEO) – 08 9720 5100.  
• Or email: values@belongathome.org.au  
• Executive Managers – 08 9720 5100.  

You can EXTERNALLY report concerns to:

• Aged Care Quality and Safety Commission.  
• Department of Health.  
• Police or independent advocates. 

View our Whistleblower Policy: belongathome.org.au/about/policies