Customer Stories

We recently spoke with Channah Jamora, Care2Help’s Compliance Officer, who began her role in January 2023 and happens to be a Registered Nurse by trade. Her new role would be to assist the team in preparing for the soon approaching midterm audit. Channah shares that she’s got a small team with an NDIS Manager, and a Clinical Coordinator who’s also a Registered Nurse. 

Introduction of CentroQMS

CentroQMS was brought in to remove the burden of compliance. Jerry saw it filling the gap for the business in terms of policies and procedures, internal auditing and registers. Now with a team to look after this, it was time to make it their own.

Centro’s Internal Audit Module

“The first half of the year was getting all the internal audits done, which I did through Centro’s Internal Audit module. It really helped identify our gaps and where we needed resources.” With 30 participants, Centro’s self-assessment tool highlighted the need to become more efficient with managing their information and files.

Onboarding and Training

As part of the CentroQMS subscription, Channah appreciated the dedicated training and onboarding from Michelle, Centro’s Customer Services Manager. The 1 to 1 sessions helped Channah not only navigate the platform, but also put into practice the registering and housekeeping of continuous improvements.  

To further embed Centro into the business, Channah has started training team leaders. She commented, “CentroQMS’ interface is user friendly, so focusing on one module at a time has enabled the team to jump on board and start using it.” She has been focusing predominantly on Centro’s Registers module and using practical examples of how their roles play out in the maintenance and upkeep of them.

An expanding team

The growth of Care2Help has been exponential. Just in the last few weeks they’ve hired a new NDIS Manager Assistant and full-time NDIS Clinical Coordinator. As staff come onboard it’s brought comfort to the business to have a centralised system for policies and procedures. “We still need to make them our own, but it’s so great to have templates and references to what’s compliant with the NDIS Standards.”

The Mid-term Audit

We asked Channah to share their Mid-term Audit experience, especially for those that haven’t been through one before. Here’s her recap:

“Jerry, our director, had experience with audits and was able to share details about what to expect. He explained this time around it would be a whole different ball game because we have a Supported Independent Living (SIL) home and we’re applying for a high intensity module and Specialist Disability Accommodation (SDA). The bar was set that there would be a lot more paperwork needed and that the auditors will need to see that we’re ready for the extension of services and that we have the knowledge behind it.”

A week prior

An email was sent to us from the auditors with an agenda, the items needed, and details of how they would like to run it. A consent form would be completed for those participants willing to be interviewed. With the submission, were business-related items such as organisational structure, policies and procedures, registers, approved participant, and staff files.

First official day of audit

The audit process was further explained, and the follow-up request for all the evidence were given. Here, we gave the external auditors temporary access to CentroQMS along with the supporting material. We were also able to supply these documents via OneDrive or Dropbox.

The second day

There was a second auditor, and coincidentally she was a registered nurse. She wasn’t familiar with CentroQMS but when showed in person, she was so impressed at the layout of processes. She could see the foundations of the documentation and said that it was ‘excellent’ and exactly what they were looking for.

The clinical side of the audit was reviewed on this day. Interviewing the team, the Clinical Coordinator, the Manager, and the lead auditor interviewing the participants. With our plan to extend our services, the auditor wanted to know that we had the policies and procedures in preparation for this. Here, the relief was felt as this was one of the last content modules that we loaded with Centro. It showed that there was a solid foundation before starting to supply new services.  

“There were questions asked around participant induction packs to emergency action plans, and Centro’s easy read documents and templates really helped cover this space.”

Highlighting Gaps and Areas of Improvement

Centro’s Internal Auditing module has been the backbone to finding any gaps and areas of business improvement. Channah prefills these based on her understanding, organises regular catch-up meeting with peers, where further information to support elements of the internal audit are gathered. If there are any gaps, Channah adds it to Centro’s Continuous Improvement Register. She says, “It’s great because it sends out an email to staff and I can assign it to them.” An example of this is highlighting training opportunities, where the clinical coordinator is assigned the Improvement task, and then progress is managed in Centro’s Register module.

Regular Reviews

Channah has a proactive mindset and shows this through her weekly meetings with the NDIS team. In these catch-up meetings, she goes through incidents, complaints, feedback and continuous improvement items, and makes note if there’s any progress. She envisions a well-developed compliance management system with CentroQMS at the heart of it.  

Baby Steps

“We’re still in the infancy of using Centro. Right now, we’re halfway through filling in all our controls to go along with the Risk Register. It’s embodied in our business now, and we are really making it our own.”

If you’re ready to discover a flexible, cloud-based QMS solution tailored to disability and aged care providers, book a demo today.