How one leader takes a health service from ordinary to extraordinary. Read more about this book A handbook for navigating and creating and effective quality management system in healthcare. Read more about this book You need a Great Quality System to create Great Care ... and now, here's the blueprint to help you do just that. Read more about this book The framework for building and maintaining quality systems in health & aged care services. Read more about this book package

Creating Great Care with Great Quality Systems

Make quality and clinical governance make sense - and create great care in the process.

I specialise in developing and implementing quality and clinical governance systems in health, aged care and human services that ‘make quality make sense'.  If you're setting up a new system or enhancing an existing one - across an organisation, a department or a service -  you'll find a resource to help you here!  My books, videos, interviews, tools and podcast are all aimed at one thing: helping you to help others create consistently great care. 

The cornerstone of my work is a unique and simple strategic quality system (SQS) model, developed over many years of research and real-world experience, designed to answer one key question: ‘how can we create great care for every person, every time?’  Read more...

Join the QualityNews email list to receive regular tools and tips on the latest quality, safety and governance issues - and receive my free quality system assessment tool. I look forward to you joining the thousands of people committed to going beyond compliance to creating greatness with their consumers!

Dr Cathy Balding, FCHSM, GAICD




Cathy’s books support great point of care experiences through strategic focus and practical quality and clinical governance system implementation.

Tools, Tips & Resources

Tools, Tips & Resources

Tools, Tips & Resources are designed to help you make your quality system more dynamic, effective, savvy, practical and point of care focused.



Qualityclass online & face-face training products are designed to equip executives, managers and teams with the 'will and skill' to create great care.

Qualityworks Consulting

Qualityworks Consulting

Helping health, aged, community & human service organisations fulfill their potential to create great care for every consumer, every time.

What's New?


Ever feel like you're in the clinical governance dark? You're not alone! Clinical governance is full of deep and wide rabbit holes that you can get lost in - sometimes for years.  But who has time for that?  Click here for my new 'Four clinical governance rabbit holes to avoid'  paper for the latest info on how not to fall in in the first place - and if you find yourself in a CG warren - how to get out...

Six 'Must Have' Skills for Strategic Quality Leaders.  What skills will help you drive quality strategy to great care?  A ready reckoner for quality leader professional development and recruitment. Get it here

And if you'd like your quality and CG system to be less about you and more about managers and staff using the system to improve care, my new Q&CG Management System Map may help!



Boards and Executives - and senior managers - this one's for you!  

Clinical governance can be an end in itself - a 'laundry list' of things that have to be done for accreditation.  Or  - it can be skilfully governed and led as a means to and end: building a bridge between your strategic plan commitment to greatness  - and operational reality.

This 1.5 hour video workshop is designed to make sense of clinical governance so that boards and executives can develop a common understanding of how to use it to enhance their organisation's performance.   Price: $87 plus GST.

Find out more and purchase the workshop here.


I'm pleased to bring you my complete strategic quality system - for the first time in an online course - including some tips and tactics I've never taught in a live workshop!

Great quality systems that achieve great care must be specifically designed and implemented for success. The QSR is the only step by step course that synthesises best practice and experience into a strategic path toward creating great point of care and service experiences, within the complexity of human service organisations.

Over five video modules, you'll develop your toolkit - and start applying it - to build a strategic, point of service and care-based quality system.

'Cathy is a master at conveying information on quality systems, drawing on her extensive experience and providing practical examples to demystify clinical governance.  Health care workers strive to provide high-quality care and Cathy's modules supply the tools and knowledge to assist organisations to consistently achieve the best care.'  Dr Narelle Watson, Director Quality, Safety and Patient Experience, Western Health.

Online courses can be quite artificial but I really felt like I was in one of Cathy’s workshops. Her presentation style is so engaging that I felt like it was a one-on-one and she was speaking directly to me. Every time I hear Cathy speak I think about new ways to engage staff in Making Quality Matter. She has a deep understanding of the health sector and the challenges we face in making quality and safety Everyone’s Business, not the job of the Quality Unit. - Dr Marg Way, Director Safety and Quality, Barwon Health

PRICE: AUD $197 (plus GST)  Find out more about module content by clicking here.  Purchase the QSR Course by clicking here.

Free eBook: 'Three Essential Strengths for Quality Leaders: how to cultivate respect, get your message across and master your role for success.'  Want more influence and effectiveness in your quality leadership role? Get it here.

My free 'LEEDIT' short course  

Ever thought you were leading people towards great care - but when you turned around there was no-one there?  We all know that feeling!  Sharpen up your leadership skills with the LEEDIT five top tips for engaging people in every step of the improvement cycle.  Don't just work towards great care - LEEDIT!

'Hi Cathy, finished your 6 part LEEDIT course today and loved it. It may even replace my current PDCA guidance!' - Audrey Ellis, Quality Manager, EACH. 

More info about the course

Access the free course

The NHD Podcast

We’re back! – with another episode of “No Harm Done”, hosted by Cathy Jones and Cathy Balding.  NHD is a podcast about improving, exploring, understanding and getting on with safety and quality governance, improvement and creation across acute, aged and community services. 


You'll find it by clicking on the 'Free Quality System Assessment Tool'  button above - you'll receive the tool when you sign up to receive the latest tips and info on creating great care, every month. 

QCG-System-Map-2023.pdf QCG-System-Map-2023.pdf (967kB)

How can we help?

NEW - The Point of Care

The Point of Care

We take organisational improvement from the dry and technical topic it can be and embed it in the story of a CEO trying to make a difference against the odds - and against time.

The SQM Handbook

The SQM Handbook

A Handbook for Navigating Quality Management Roles in Health and Aged Care. This book contains theory, tips, step by step models and practical examples.

The CGQS Blueprint Book

The CGQS Blueprint Book

A step by step blueprint for building and implementing a quality system that staff will want to use to create a great consumer experience for every person, every time.

Total Quality System Solution

Total Quality System Solution

The SQM Handbook & The CGQS Blueprint provide the framework for an effective quality system that achieves high-quality care. Purchase together and receive 15% off the total price. 

Getting Results with The Strategic Quality System

Ambulance Victoria is on a journey introducing the strategic quality model, that we call AV Best Care, across our service. AV Best Care provides the framework for delivering high quality care. It:

  • Defines what Best Care means for our patients – for us we have communicated this in a Patient Care Commitment as part of our strategic plan as our promise to patients and the community;
  • Engages our paramedics and other front line staff and with indirect-care staff about how we each contribute to continually improving the quality and safety of patient experiences; and
  • Is led from the Board and Executive and throughout line management to ensure our  systems and clinical governance pillars are robust and protect our staff and our patients, to deliver better outcomes.

It makes sense to us. It is our purpose and reason for being, and focuses all parts of our organisation on delivering a caring, safe, effective and connected experience to every patient, every time.

Nicola Reinders, Executive Director Quality and Patient Experience, Ambulance Victoria