VMCH Experience Charter

The VMCH Charter guides us to deliver the highest quality care and support to you, or your loved one. At VMCH we support people from all walks of life, across our 50 local sites located in metropolitan and regional Victoria as well as Southern New South Wales.
 
An elderly woman sitting outdoors, smiling warmly while holding hands with a younger woman who leans in with a caring gesture, highlighting a moment of connection and support.

Living our Mission

Our Mission to continue the caring ministry of Jesus Christ, is central to who we are and what we offer. It comes to life through our everyday actions and in our work. We are called to really listen; we hear the needs of those we care for and we take time to discern what we can do to add meaning. This is how we support people to live their best lives.
Our Mission
An elderly man resting in bed, warmly embraced by his granddaughter and visited by his daughter, sharing a moment of love and connection in a peaceful aged care setting.

Our commitment to you

We aim to provide exceptional interactions and experiences that are consistently thoughtful, personal and easy, shaped around you or your loved one’s needs and wishes.

We are constantly looking at ways to improve, evolve and update our services based on:

  • Feedback from our residents, clients and their families
  • The changing needs and expectations of the broader community
  • Industry best practice
  • Regulatory guidelines and changes
  • Learning from our own experiences.
An older woman and a younger woman sitting together on a couch, smiling and chatting over cups of tea in a bright, modern living room with flowers and decor, creating a warm and welcoming atmosphere.
Our Services
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At-Home Aged Care
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Residential Aged Care
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Retirement Living
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Disability Services
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Carer Support
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Early Learning and Therapy
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Our service standards

 

The services we provide are all about relationships and connections with others. Our Catholic values underpin our approach to relationships and are the basis of the services we deliver to you.

We are committed to providing services which:
  • Are based on a deep understanding of the whole person: your background, lifestyle, preferences, goals and wishes.
  • Include families, carers and guardians in all communication and decisions, where appropriate, and provide opportunities for family members to feel fully supported and part of the VMCH community.
  • Are outcomes focused (i.e., helping a person achieve their life goals), over and above the minimal required legislative service standards.
  • Care for you in a holistic way, including your physical, mental, social and spiritual wellbeing.
  • Enable you or your loved one to be as independent as possible; to have choices and a meaningful place in your community, with the respect and dignity you deserve.
  • Make improvements to technological capabilities where possible, so you have a more seamless and straightforward experience with us.
  • Communicate clearly with direct language, so that you always know what is happening, and why.
  • Provide the right training, work environment, resources and support so that our staff and volunteers are cared for and feel valued. So, in-turn, they can focus on delivering an exceptional experience and genuine care and empathy to you or your loved one.
  • Offer community centres and accommodation of the highest possible standards, with a constant focus on updating and maintaining our properties.

What you can expect from our team

 

We have in place a comprehensive capability framework and provide extensive training for our staff so they will:
  • Be exceptional at the role they have within VMCH.
  • Show an interest beyond their own role responsibilities to help you, and their colleagues, in whatever way they can.
  • Collaborate with you to support cultural and linguistic diversity.
  • Treat every person equally, with respect and compassion at all times.
  • Be honest, open and transparent in all dealings and interactions.
  • Display genuine empathy and care, and not let external pressures get in the way of the relationships and the experiences we create.
  • Be alert and proactive in identifying and responding to your changing needs.
  • Help to create and maintain environments for all members of the VMCH community to share and enjoy.
  • Be knowledgeable about VMCH and the services we offer.
  • Know how to connect you to other teams within VMCH if necessary.
  • Maintain regular communication, encourage open dialogue and respond accordingly to your changing needs

What you can expect when you contact us

We know you want timely and relevant information. That is why we are making the following service promise.

When contacting us by phone, we aim to respond to you immediately or within six business hours. We will respond to all other correspondence within three working days.

If we cannot respond to your query within this timeframe, we will acknowledge your communication, let you know why we cannot fully respond and give you an estimated time of when you can expect a more detailed response.

Some enquiries are more complex and may require specialist knowledge, in which case we will connect you with another expert staff member. You will not have to repeat the information that you share with us during your initial enquiry, as we will pass it on, and they will respond accordingly.
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Your privacy is important to us

Your information is held in accordance with the Privacy Act. This includes ensuring that your information is safe, regularly maintained and up-to-date.

We use your information to inform the services we provide and make your My VMCH Experience easy and seamless. For further information, see our Policy page.

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