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About Us Consumers and Tresillian Draft

Quality Care is our Priority

Tresillian is an Accredited Healthcare Service 

All Tresillian Centres and facilities are fully accredited. To achieve accreditation, each Tresillian facility must regularly meet the stringent quality and safety standards set by the Australian Council on Healthcare Standards (ACHS) National Safety and Quality Health Service (NSQHS) Standards Program.  These assessments are carried out on-site in our Centres periodically.

Tresillian continues to engage with consumers and the community as part of its commitment to the National Safety and Quality Health Service (NSQHS) Standards.

Tresillian values input from consumers of our services and the wider community. We provide access to our digital collateral, policies, plans, information brochures and service delivery information to ensure we obtain regular feedback from consumers. Following consultation, the feedback provided is reviewed by Tresillian and where necessary, action taken.

Measuring Clinical Outcomes

Goal Attainment Score (GAS)

XX% of parents utilising Tresillian’s services met the Goal Attainment Score they set out to achieve whilst in our care.

Another way we measure the extent to which a family’s individual goals are achieved during their stay at Tresillian is using the tool, Goal Attainment Scaling Scores (GAS).  On admission, Tresillian nurses work in partnership with the family to define and agree on an anticipated goal which are unique to the family and their situation.  

In the last financial year on average XX% of parents utilising Tresillian’s services met their goal.

Me as a Parent Scale (MaaPs)

XX% of parents reported an improvement in their competence and effectiveness as a parent after utilising a Tresillian service according to thir MaaPs (MaaPs identifies parenting practices exercised by fathers, mothers, or caregivers, related to affective support and behavior regulation).

Me As a Parent Score (MaaPs)

Tresillian also uses the Me as a Parent scale (MaaPs) to measure the degree to which parents perceive themselves as competent and efficacious in their parenting role. Parenting self-regulation is a term that encompasses a range of parenting skills including the ability to independently problem solve, self-direct, and adapt to parenting challenges over time.

In 2023, over XX parents reported an improvement in their competence and effectiveness as a parent after utilising a Tresillian service.

This feedback is reviewed regularly, and action taken where required.

Are you booked for admission to a Tresillian Centre? Here’s a snapshot of our Quality and Safety results

Our Performance in Safety and Quality

Client Satisfaction 

Tresillian has a Strategic Goal to “Partner with the families in our care to create superior health experiences”.  

Measuring a parent’s experience during their involvement with Tresillian is an important component of improving patient-centred care leading to better outcomes for all stakeholders.  There are several ways we gather feedback from the families utilising Tresillian’s services and these are outlined below. 
The results are reviewed regularly by senior staff and the Tresillian Executive to ensure every family receives the highest standard of care.

Client Experience Tracker

For inpatient services, Tresillian has a more formal mechanism designed to collect feedback on a weekly basis – a Client Experience Tracker (CET). These Reports are reviewed by management including the Tresillian Executive.

World Net Promoter Score (NPS)

90% the overall Score for Tresillian Residential Services &
94% for Day Services 

World Class Net Promoter Score (NPS)*
Parents who have used Tresillian’s Day or Residential services are encouraged to share their feedback by answering a series of five key questions.  To measure these results, we use the Net Promoter Score (NPS), held up as the gold standard customer experience metric.  
We’re proud to say that in the 2022-2023 financial year, the overall NPS for Tresillian Residential Services was reported at 90.3 and for Day Services, 94.1. (Note that an NPS above 75 is considered world-class by the creators or the score).
Parents (clients) are asked to rate their satisfaction as follows:
  • Q1. The written and verbal information provided about my admission helped me to better understand what to expect.
  • Q2. The staff were friendly, approachable and sensitive to my needs.
  • Q3. The staff involved me in decisions about my care (as much as I wanted to be).
  • Q4. I was given the opportunity to ask questions and to voice any concerns I may have had Net Promoter Score (NPS):  I would recommend Tresillian to Family and Friends.
  • Q5. How likely are you to recommend Tresillian to your Family and Friends – the results of this question are used to calculate the NPS for Tresillian services.
*Net Promoter, Net Promoter System, Net Promoter Score, NPS, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc

Incident Data

Tresillian monitors incidents and hazards that occur within its facilities to identify and manage hazards before they can cause harm to clients and staff and to minimise the impact of these hazards.  Tresillian uses the monitoring of its incidents to identify areas for improvement and shares these learnings with staff in all services.

Infection Rates

All families attending a Tresillian service are screened to ensure they’re in good health before admission to both Day and Residential services.  Parents are asked about the health of themselves and their baby when booking into Tresillian, on confirmation of their first appointment and admission.  If either the parents or child becomes unwell whilst visiting a Tresillian facility, they’re asked to re-book another consultation.

Hand Hygiene

Hand hygiene is a fundamental part of patient care to prevent the spread of infections and contamination of the healthcare environment. Tresillian current has a hand hygiene compliance rating of 98% for 2022-23.

Hand Hygiene is a Priority

Effective hand hygiene is a core priority at Tresillian and essential to limiting the spread of infection.  We regularly educate staff and families on the core components of the hand hygiene program including the provision of alcohol-based hand sanitiser at the point-of-care.

On arrival to Tresillian all parents are provided with full information on how and when to practice hand hygiene.

Tresillian formally monitors staff compliance with hand hygiene protocols three times each year. These audits are carried out by auditors trained in the Hand Hygiene Australia (HHA)

Tresillian’s hand hygiene compliance rate was 98% in 2022-2023, better than the National Average of 86.3%.

Consumer Representative Program and Consultation

Tresillian recognises that consumer participation is an essential component of health services, and our Consumer Representative Program has been developed to support Tresillian’s engagement with the families who use our service and the wider community.

The Program provides opportunities for involvement in a variety of ways including:

  • Development and review of information/education/resources for parents
  • Review of parent/carer feedback
  • Providing education to staff and other consumers
  • Working with Tresillian to improve safety for families attending a Tresillian service
  • Service planning
  • Policy development and/or review
  • Committees

Consumer: Consumers are a group of people who use or are potential users of health services or are representatives of organisations of consumers.

Consumer representative: A consumer representative is a person who voices the consumer perspective and takes part in the decision making on behalf of consumers.

Consumer Representative Program Expressions of interest
Tresillian is seeking an Expression of Interest (EOI) from individuals with a child/children (or grandchildren) to participate in the Consumer Representative Program. Participants in this program will work with Tresillian to review and improve our services for families.

To find out more about Tresillian’s Consumer Representative Program email [email protected] or download a copy of the Consumer Representative Information Pack.  

An expression of interest form is included in the pack and returned forms will be followed up within two weeks of receipt.

Do you have an enquiry, or wish to leave feedback about a Tresillian service? Please visit


Useful Resources and Links

Institute for Patient and Family Centred Care 

Agency for Healthcare Research and Quality 

Consumers advancing patient safety

Institute for Healthcare Improvement

Consumers Health Forum of Australia     

Clinical Excellence Commission – patient safety challenge 

Australian Commission on Safety and Quality in Health Care 

International Association for Public Participation (IAP2) Australasia

Federation of Ethnic Communities’ Councils of Australia

National Aboriginal Community Controlled Health Organisation

Carers Australia

Health Direct

Health Issues Centre

Health Consumers NSW

Planetree International  

The Beryl Institute 

Patient Experience Programs NSW Health

Health Care Consumers ACT

Let us know what you think of the information contained in our Consumer pages at: [email protected]