Stralian Hearing Annual Report 2003–04 - Australian Hearing

Managing Director’s report
“It is the energy, enthusiasm
and care of our staff for
our clients that enables
Australian Hearing to truly
develop and strive to fulfil
its vision.”
AUSTRALIAN HEARING HAS A LONG HISTORY OF EXCELLENCE IN ITS FIELD,
ATTAINING SIGNIFICANT ACHIEVEMENTS IN CLINICAL PRACTICE. It is one of
the largest hearing service providers in the world with a reputation
for innovation and world-leading practices. We are committed to
continuing these achievements within our business capability.
IMPROVING CUSTOMER SERVICE
Australian Hearing built on and completed a number of initiatives in
the past year to improve the quality of our service delivery to clients.
These included the relocation and opening of new centres around
the country, and the expansion of our service delivery to reach
hearing impaired people in some of the most remote communities
in Australia.
We launched two major initiatives in the year to better manage
the way we interact with our clients and to improve our customer
service. The clinical episode review examined the way Australian
Hearing centres manage client interactions, while the support
activity review looked at how we could better manage the tasks
associated with client services and follow up care. These led to
processes that improved productivity.
We also completed the implementation of a new organisation-wide
information database, Australian Hearing Client Information System
(AHCIS), which has enabled our staff to have ready access to client
information and a range of critical business systems and processes,
including a computerised appointment book.
to attract new talent. We have
undertaken several important
initiatives, including bonus schemes
for individuals and teams to keep
competitive with other employers.
NEW BUSINESS STRUCTURE FOR 2005
Australian Hearing will re-configure the
executive for the new year to better
distinguish between our private market
(Voucher) and community service
obligation (CSO) clients.
LEADING EDGE RESEARCH
Australian Hearing’s research team
at the National Acoustic Laboratories
(NAL) is currently applying for a third
seven-year term of the successful
Cooperative Research Centre for
Cochlear Implant and Hearing Aid
Innovation. NAL continued to make
important progress in a number of
areas, particularly in intervention
methods to help infants with
hearing loss.
LOOKING AHEAD
The international shortage of
audiologists and the expanding
demand for hearing services will
continue to pose significant challenges
for Australian Hearing. We have taken
a number of measures to mitigate the
adverse effects this could have on our
business. These include expanding
recruitment campaigns in Australia and
overseas and training audiometrists to
fill projected clinical staff shortages.
Australian Hearing will continue
to explore further efficiency gains
throughout the business, including
improving appointment processes,
enhancing customer service and
distinguishing clinical pathways.
These will all be critical to our
continuing success.
Finally, but most importantly, I would
like to thank our staff for their
contribution throughout the year and
their continued commitment to our
mission. It is their energy, enthusiasm
and care for our clients that enable
Australian Hearing to truly develop
and strive to fulfil its vision.
Anthea Green
Managing Director
EMPLOYER OF CHOICE
We recognise that as the hearing industry becomes increasingly
competitive, Australian Hearing must promote itself as the
‘employer of choice’. To do this we must put strategies in place
4 AUSTRALIAN HEARING ANNUAL REPORT 2003–04 MANAGING DIRECTOR’S REPORT 5