Our values – aligned to your priorities
We are here to serve you, so we value your views on what you need, and how we can best deliver and continuously improve our services.
We asked some of our 8,530 clients what “good care” means to them. You told us that it should be personal and individual, it requires excellent communication, and is timely and reliable. Most importantly, it makes you feel understood and supported, boosting your emotional and physical wellbeing.
The concept of personalised care is at the heart of our vision and values. Our values reflect how we want our processes, practices, systems and people to behave, with the needs of our clients and their wellbeing always paramount.
Customer Focus
Our approach to customer service is not a professional platitude. We have deliberately cultivated our culture and practices to respect individuals, their needs and their differences. We treat everyone with compassion and dignity, whether they are a person receiving aged care, a loved one, family member, a carer; or a co-worker or professional stakeholder.
Reliability
We deliver reliable service outcomes to our clients, our service delivery partners, our funders and the community. We establish expectations of our clients’ goals and outcomes at the outset and communicate consistently to update this understanding. We know our care plays a critical role in the health, wellbeing and independence of our clients and we take accountability for our actions.
Integrity
We act honestly, consistently, and transparently with one another and in the best interests of our clients. We work to earn trust and build a deep understanding of our clients’ needs, as guided by the client. We respect and safeguard the privacy and preferences of our clients. We recruit people who are purpose-driven and we enforce human-rights focused work ethics.
Quality
We are dedicated to provide leadership and advocacy and actively contribute and participate in the advancement of aged care and human services in Australia. We foster innovation and continuous improvement to develop our capacity to ensure the relevance, efficacy and financial viability of the organisation.
Convenience
Accessing government funded services can be fraught with confusion, stress and long waits. We have the expertise and relationships with associated services to facilitate the best and quickest solutions for you and your loved ones. Our wrap-around service can ease the burden of administration and evaluation, giving you back time to live the life you want to have.
Our commitment to Cultural Safety
Your Side recognises and embraces the richness of different cultures and strives to provide services which are welcoming and respectful of another person’s culture. We celebrate diversity and welcome all people regardless of ethnicity, faith, age, disability, language, gender identity or sexual orientation.
Our clients come from diverse backgrounds, cultures and life experiences and we believe everyone has the right to be treated with respect in a culturally appropriate manner. We aim for our staff to be culturally competent and tuned in to the needs of culturally diverse people.
