Safety and quality

A firm commitment to quality and safety ensures that the services we offer are safe for consumers and our staff.

Our commitment

Our highly skilled and experienced staff share our values and are some of the most passionate and dedicated workers in the mental health sector. We are committed to delivering high quality and safe services to consumers, fostered through an organisation-wide culture of safety and continuous improvement.

All staff members share responsibility and are held accountable for providing safe and high-quality services, minimising risks to consumers and continuously monitoring to improve what we do.

The inclusion and contribution of consumers is a key element in our commitment to quality and helps us go beyond accreditation standards and strive for the highest possible service standards.

We have a comprehensive understanding of how to implement our approach in areas such as credentialing, feedback and complaints, risk management, critical incidents and supervision.

We are accredited against national and state standards. By engaging in the accreditation process, Neami demonstrates that we have met required sector standards as assessed by a certified third party.

We celebrate a workplace culture built on trust and honesty and support openly disclosing incidents as they occur. We treat these as opportunities to learn and make improvements to our service.

Risk management

We recognise organisational risk management is a core component of providing quality of care and support to consumers.

Neami adopts a coordinated and integrated approach to risk management consistent with ISO 31000:2009 Risk Management – Principles and Guidelines.

Strategic and high-level organisational risk management strategies and mitigation are analysed by the Finance, Assurance and Risk Management Committee and the Quality Safety and Clinical Governance Committee of the Board.

The Neami Risk Management Framework consists of two distinct processes:

  • Risk Governance process
  • Risk enabling processes

Risk Governance process

The Governance process includes the following elements:

  • Definition of structural arrangements includes Board Charter, Finance, Audit and Business Risk Committee Charter, Committee Charters and roles responsibility definition
  • Set Directions for risk management activities includes strategy, approach and the defined levels of assessment for undertaking risk assessments as stipulated in policy
  • Manage and facilitate risk management activities includes the development of an annual risk management plan for managing activities
  • Definition of reporting  and assurance requirements includes the assurance of the Organisation Risk Profile, Incident Reports & Analysis, Audit & Assurance reports, & Risk Management Attestations

Risk enabling processes

The Enabling processes includes:

  • Methodology and guidelines for assessing risks
  • Risk management information systems for managing risk and control information

Neami National has a dedicated risk management software program in place to assist in the effective management of all organisational risk.


By engaging in the accreditation process, Neami demonstrates that we have met required sector standards as assessed by a certified third party.

Accreditation is a cycle of continuous improvement which assists Neami to review and improve the safety and quality of its services and organisational systems.

Neami is committed to continuous improvement with accreditation against the following quality standards:

  • National Standards for Mental Health Services 2010
  • Victorian Human Services Standards
  • ISO 9001:2015 ‘Quality Management Systems’
  • Human Services Quality Framework (HSQF) (via third party verification)

Neami’s audits are carried out by HDAA who provide a full range of assessment services across Australia for Human Services and Health Providers.