VMCH Experience Charter

The VMCH Experience Charter guides us to deliver the highest quality care and support to you, or your loved one.

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Guided by compassion, committed to excellence

We know many of you or your loved ones come to us in times of confusion, stress or with expectations of a brighter future. Our professional and compassionate teams understand this and are with you on your life journey.

The Charter helps us to ensure we provide exceptional interactions and experiences that are consistently thoughtful, personal and easy, shaped around you or your loved one’s needs and wishes.

A support worker helping an older woman guide a shopping trolley.

At-Home Aged Care

VMCH is your trusted My Aged Care provider, helping Victorians stay independent at home through personalised support and accredited Home Care Packages.

An older woman in pink sitting in an armchair, a man sits on the arm.

Residential Aged Care

Our aged care residences provide 24-hour support, including dementia care, respite, and chronic disease management, delivered by qualified nurses and dedicated professional carers.

Retirement Living

Discover the freedom and connection of retirement living with VMCH. Our welcoming communities across Victoria offer security, independence, and a lifestyle designed to suit your needs.

A girl in a mobility chair and a girl standing in an isle in a shop.

Disability Services

VMCH is a trusted NDIS provider supporting children, teens, and adults with disability. We offer personalised services to help you build independence, connect with community, and achieve your goals.

Carer Support

VMCH supports carers across Victoria with respite, home help, wellbeing programs and regular events like lunches, workshops and outings to stay connected and supported.

St Paul's College

St Paul’s College is a Catholic specialist school for children with a wide range of intellectual, physical, profound multiple and sensory disabilities, complex medical needs and the individual needs of students with Autism Spectrum Disorders.

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

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.

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.

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.