Operating model development for Safer Care Victoria

Operating model development for Safer Care Victoria


Safer Care Victoria is the peak state authority for leading quality and safety improvement in healthcare. It oversees and supports health services to provide safe, high-quality care to patients.

A new target operating model for Safer Care Victoria improves safety and quality

The Victorian Department of Health and Human Services (DHHS) engaged Nous to develop an operating model and organisational structure for a new safety and quality improvement body – Safer Care Victoria – to improve healthcare safety in Victoria.

Our new organisational structure supported Safer Care Victoria’s creation

Nous worked with health services, clinicians and the new CEO of Safer Care Victoria – Professor Euan Wallace – to co-design an operating model for Safer Care Victoria to enable it to drive safety and quality improvement across the Victorian healthcare system. Nous worked with DHHS to lead a change management process to bring the organisation to life. We:

  • led extensive consultations and co-design workshops with staff, sector stakeholders and industry experts to define the roles, functions and relationships of Safer Care Victoria and related entities in the Victorian safety and quality system
  • designed the organisational structures for Safer Care Victoria and the reconfigured DHHS Health Service Policy and Commissioning Branch in consultation with divisional leaders
  • supported the transition process, iteratively testing and refining
  • delivered a detailed operating model for Safer Care Victoria that provided guidance and expert advice on the operation of the organisational architecture.

We supported the transition to the operating model, working to mobilise and embed the change.

Safer Care Victoria will improve safety and quality in Victoria’s health system

Safer Care Victoria came into effect on 1 January 2017. Safer Care Victoria is now partnering with consumers and their families, clinicians and health services to support the continuous improvement of healthcare.

What other organisations can learn

  • Consider how roles and responsibilities, accountabilities, team and division formations interact to maximise performance.
  • Clear accountability, role clarity and collaboration are critical to improving safety and quality.
  • Culture is paramount to the safety and quality of systems.
  • Patient-centred engagement and outcomes should be at the centre of a health system.