Home' Australian Ageing Agenda : AAA Mar-Apl 2015 Contents with aged service providers RSL Care and
RDNS, and a joint venture with St Ives.
Clayfield was one of the first villages
chosen for an initial trial with RSL
Care as the provider of home care and
support services. The services were
launched at the village with a high tea,
where residents and their families were
invited to meet with RSL Care staff,
hear about the services on offer, and get
general health and wellbeing information.
Discussing why Aveo chose a
partnership approach, Quinn says a
big factor was the availability of home
care packages. While Aveo has some
experience in aged services delivery (it
operates an aged care facility and CDC
home care packages at its Durack village)
the company realised that, within the
Aged Care Approvals Round (ACAR)
process, it would not be possible to meet
its goal of delivering the services to 72 of
its villages within a 12-month period.
"So we looked at the partnership
approach and that was very attractive
because it enabled us to partner with
people who have a high level of regard
in the community. With RDNS, RSL Care
and St Ives, we have three very strong
brands," she says.
Beyond brand identity, the aged
services also provided a skilled
workforce, the systems and processes,
and, crucially, access to the funding that
many residents needed in order to secure
the services, says Quinn.
The delivery and integration of services
was the focus of the trials, which were
undertaken early last year, Quinn says.
"It was driven from a customer response
approach as opposed to a financial approach,
which was decided retrospectively."
An improved customer experience
was a major outcome from the trials,
and ultimately a validation of the
Quinn acknowledges that it takes
time for services to build up trust and
relationships with residents, and she praises
the partners for their work in that regard.
"It goes back to what Aveo would
like to achieve, which is a high level of
customer engagement. That means if our
customers desire a service, then we should
be able to facilitate that, and we strongly
believe we don't have to be the hands and
feet that deliver that service. In fact, we
acknowledge that sometimes there are
people who do that far better than us."
In addition to the home care and
support services, Aveo has identified
the provision of allied health services
for seniors, particularly those living in
retirement villages and residential aged
care, as a further gap in the market.
Aveo has just acquired two
physiotherapy businesses, in Victoria and
Queensland, which Quinn says will likely
become the largest physiotherapy business
in Australia and will have a "pure focus"
on older Australians. It is expected that
services will further expand to include
podiatry and occupational therapy. n
work together so residents can get the
whole continuum of care and we each
focus on the areas we're best at."
Currently Stockland has 600 serviced
apartments, which Bull describes as
being somewhere between aged care
and independent living. "They're one-
room independent living units but we
provide food and a common dining room
where residents eat together. We have
nursing staff on hand to do things like
medication distribution, but it's not aged
care in the full sense."
The end goal for Stockland is villages
that have the facilities onsite to offer
that continuum of care, says Bull. "To
have independent living units where
residents can come in and live quite
comfortably and independently, and
then progress as their needs increase,
to a sort of assisted living, and then, if
needed, into high care aged care."
Discussing how Stockland goes about
getting to that end goal, Bull says its future
developments will include a residential
aged care facility (built and operated by
Opal) and he envisages additional facilities
that provide suites for visiting GPs and
allied health professionals.
The greater challenge for the operator
is its existing and older villages. "That's a
logistical challenge, how do you get aged
care on there, how do you get the land
attached to your village. We're working
through some of those issues at the
moment," he says.
Bull says Stockland is also considering
what additional partnerships it might
enter into as it explores the full range of
aged and health services it brings onsite
"It could be anything from physios
coming in, to someone coming in just to
provide medication. Or it might be help
with cleaning or food. There is a whole
range of different services that I don't
think industry has got its head around
properly yet. We, like many others, are
really starting to look at that," he says.
'PART OF THE PSYCHE'
Some of the residents at Aveo Clayfield,
an independent living village in Albion,
Queensland, had started writing letters to
the operator's executive general manager
They would tell her they loved the
village, they didn't want to leave, but unless
they could avail of further assistance, they
couldn't stay there any longer.
Quinn recalls this story as we discuss
the background to how Aveo, the operator
of 75 retirement villages across the
eastern seaboard and in Adelaide, came to
offer a range of health and aged services
to its residents.
Since Aveo announced its pure play
retirement strategy in June 2013 the
offering of health and wellbeing services
has become "part of the psyche" at the
organisation, Quinn says, to the point
that these services are now provided at
72 of its villages, through partnerships
INTEGRATION IN ACTION
At RSL Care's Milford Grange, a recent
case illustrates the provider's integrated
model in practice.
Julie Ashby and her home care
team were delivering services to a
client in the retirement village who has
Although the client's wife was
very keen to continue to care for her
husband, she was finding it more
difficult to physically manage.
To alleviate the situation, Kim Hook,
retirement village manager, worked
with Julie and her home care team
to organise some options with the
client's wife, which included additional
support and working with Aged Care
Assessment Teams to explore some
Unfortunately, the wife then became
ill and needed to go for a short stay
The team came up with several
short-term respite solutions that were
offered to the family to ensure support
for the husband while his wife was in
hospital and resulted in him settling into
a respite bed under the care of Karin
Auld, residential aged care manager,
and her team.
Working with the client's wife and
the couple's family, the Milford Grange
team recommended that since the
husband was happily settled in the
residential community that the move
be a permanent one. His wife has
remained in their unit which was a short
walk away, enabling her to visit daily
and share meals with her husband.
Because of the integrated
philosophy operating at Milford Grange
the couple were able to remain within
the community where they knew the
staff and the staff knew them including
having all their information making the
transitional arrangements much easier.
The collaboration of the three
services ensured the couple were
given the assistance they needed while
supporting their personal choices and
finding an outcome that worked for their
health and wellbeing.
From left: Karrin Auld, residential aged
care manager; Julie Ashby, home care
manager; Kim Hook, retirement village
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