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A report about Yooralla by KPMG
Easy English Version
About the report
A company called KPMG was asked to look closely at
Yooralla to see if we are doing a good job. They were
asked to make a report about this.
KPMG had to write about
what we are doing well
and
what we need to do better.
This is called a report.
The government asked KPMG to make the report.
Why did KPMG do the report?
In the past some bad things have happened at
Yooralla. Some customers were abused by a person
who worked at Yooralla.
Abused means the person did something to
customers that they didn’t want them to do. The
person hurt some customers.
Yooralla never wants that to happen again. We want
our customers to be safe.
Yooralla has made lots of changes to make sure our
customers are safe.
Part of KPMG’s job was to check if the changes are
good
and
making our customers safer.
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KPMG also had to check
the way we make decisions
the way we look after our money
and
if our services are good.
Services are what we do for customers.
What we are doing well
The report said the changes we have made are very
good.
The report said
the way we choose staff is better
and
our training for staff is better.
Staff are people who work at Yooralla.
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Yooralla has new ways of checking to make sure
things are right
and
customers are safe.
The report said the new ways of checking are good.
The report said we are helping staff and customers to
understand the new ways of doing things.
The report said
our services are better
and
our customers are safer.
The report said we are putting customers first. This
means we think about our customers whenever we
make a decision.
The report said our Board and managers are doing a
good job.
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The Board is a group of people who are in charge of
Yooralla. Their job is to decide how Yooralla works.
Managers are the people who are in charge of
services.
What we can do better
The report said we should keep asking customers
what they think about
our services
and
the way we do things.
This is called feedback.
The report said we should keep using feedback to
make decisions about the way we work.
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The report said we need to make sure
all customers get information in the same way
and
all staff know how to give information to customers.
The report said we need to do more to help customers
with
making goals
and
planning.
Goals are things you want to do in the future.
Planning means deciding how you will do those
things.
The report said we need to answer complaints more
quickly.
A complaint is when someone says they are unhappy
about something.
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Yooralla will make sure we do ALL of these things.
Thank-you to everyone who helped with the
report
KPMG needed lots of information to make the report.
They asked for help from
customers
families
and
staff.
Everyone was very helpful.
Yooralla would like to say thank-you to everyone who
gave information to KPMG.
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Can I see the whole report?
The whole report is on Yooralla’s website.
There is also a video about the report.
Go to www.yooralla.com.au
How to tell us what you think
You can
tell us what you think about the report
make a complaint
or
ask for help.
Phone 9916 5807
OR
Email [email protected]
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The Easy English on this sheet
was written by Yooralla. September 2015.
www.yooralla.com.au
Images in this sheet are from
Photosymbols. www.photosymbols.com
Open Clip Art. www.openclipart.org
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