Anglican Care Annual Report 2018 - 2019

ANNUAL REPORT Annual Report

2018 / 2019

2018 / 2019

Contents 4

Getting to know us

24

Our services

30

Our news

38

Our highlights

44

Our finances

Our Chairman & CEO’s year in review "Whilst it has been a year of change, challenges and opportunities, we remain focused on giving our consumers and our community quality care and innovative aged care solutions. " It is a great pleasure to present the 2018/2019 Annual Report for Anglican Care. This period has continued to provide opportunities and challenges, as we deliver on our vision of ‘enhancing the lives of ageing people’ throughout the Diocese. While we are operating in an environment of constant change, the core of our organisation continues to remain as resilient and vibrant as it has been for our 60+ years of operation.

There has been a significant focus on the aged care sector in the media, particularly with the announcement of the Royal Commission into Aged Care Quality and Safety. To a degree, this has engendered an environment of concern about the provision of aged care services across the general community. Like many people, we have been disturbed by the stories of abuse that have occurred in the industry, and support the work of the Commission to strengthen and improve the aged care system. As an organisation we remain committed to promoting the many positive stories that happen across Anglican Care to the local media, and are heartened by their coverage of our innovative programs and events.

The Government has also continued its reforms to the aged care system, with several changes coming into effect on 1 July 2019. A single Aged Care Quality Framework has been developed, which includes a single Charter of Aged Care Rights, as well as a single set of Quality Standards covering all aged care services. The documents have been written with the intent of making it easier for consumers, their families, carers and representatives to understand what they can expect from an aged care service – clearly defining what good care should look like. The concept of Open Disclosure has also been introduced, defined as the principle of holding ‘candid discussions about an incident that happened during care’.

The Home Care Packages program also continued to be subject to significant reform, with the Government wanting to improve the transparency and comparability of pricing.

Home care providers are now required to publish their pricing information in a new standardised home care pricing

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GETTING TO KNOW US

Schedule on the My Aged Care website. The Schedule provides information on the common services and costs under a home care package, to better support people to understand and compare home care pricing information. The safety, care, and wellbeing of our consumers are Anglican Care’s primary focus, and as an organisation, we are very supportive of these changes.

We have seen significant progress on a number of projects, including the commencement of construction of C A Brown Lodge at Booragul. McIntosh Court at Booragul is undergoing significant refurbishment works which are progressing well.

Preliminary planning around the redevelopment of Carey Bay Gardens commenced, with the demolition of the existing building expected to be undertaken on the completion of C A Brown Lodge, and construction of a new home scheduled to begin in 2020.

In July 2018, we were pleased to be advised that we received an $8m grant as part of the Building Better Regions Fund Infrastructure Projects. This will assist with the construction of a residential home in Gloucester. Construction has commenced with the home scheduled to open in September 2020.

In other funding news, we received monies via the Aged Care Regional, Rural and Remote Infrastructure Grant Opportunity for works focussing on solar, lighting and emergency infrastructure at Cedar Wharf Lodge, Bishop Tyrrell Place and Storm Village. This ties in nicely with our increased focus on sustainability. We have undertaken many projects in the past 12 months including reducing food and other waste, culminating in the achievement of ‘Bronze Partner' status with the NSW Government’s Sustainability Advantage Program – a proud moment. It has been fantastic to see how much our employees have embraced our focus on sustainability, indicative of the importance that people are placing on sustainability in this day and age.

Opportunities to collaborate with other organisations such as Hunter Water and local Councils have also been a positive outcome of this project, offering a real sense of shared vision

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and purpose. We have a long way to go, but our progress to date has been commendable, thanks in no small part to our amazing team.

Approval was granted to deliver Short Term Restorative Care in the Mid Coast region as part of the 2018-19 Aged Care Approvals Round. Providing a range of care and services for up to eight weeks, these packages offer enhanced choice via an additional service stream, for seniors living in the community.

We look forward to working together, with the support of our quality management, employees, volunteers and Board members to continue to build on our excellent history of care and concern. In the ever-evolving story of Anglican Care we will strive to ensure that ‘every moment matters’ for the people we are privileged to provide care and support to.

During this period, we also worked on a project to enhance the experience of our new consumers. We wanted to improve the way we assist new consumers in identifying and accessing the best solution to their aged care and services needs while feeling informed, guided, and supported throughout the process. We are achieving this with the introduction of our new Customer Support Team.

Our dedicated and professional employees and volunteers continue to be acknowledged in award forums, real and tangible recognition of their commitment to our vision. As you will read on page 18 we had a particularly good year of acknowledgement both within the aged care sector and the business community.

We remain grateful to our Board members and Chaplaincy staff who give their time and energy to Anglican Care, together with the Diocesan staff who assist us. Special thanks to Bishop Peter, who provides support to this special ministry of the Diocese. We have much to celebrate with the aged care ministry at Anglican Care, as we continue to be good companions on the journey.

ANGLICAN CARE ANNUAL REPORT 2018/19

OUR VISION We believe in enhancing the lives of ageing people.

OUR MISSION Anglican Care is the aged care mission of the Anglican Diocese of Newcastle.

We aspire to enhance the wellbeing and quality of life for our residents and consumers by the provision of contemporary, high quality services underpinned by Christian philosophies.

OUR VALUES Respect for all people Wellbeing of people and places Compassion walking alongside as you journey Integrity doing what we say we will

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GETTING TO KNOW US

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The Anglican Care story

In 1956, life moved at a gentler pace. People seemed to have more time for each other, their family and friends. However, the Anglican Church of Newcastle recognised that many older members of the community left to fend for themselves were in need of care and support. In that moment, Anglican Care was born.

The first Anglican Care facility was established at Booragul and for anyone living on the western side of Lake Macquarie, the CA Brown Retirement Village became a prominent landmark on the long and winding road to Newcastle.

For many, it became a new home where they would live out their retirement years in peace, comfort and security. They were cared for by staff who, more likely than not, were locals themselves, adding to the shared sense of community.

The Anglican faith-based values of genuine care, respect and compassion for others flowed naturally into the values of the new organisation and Anglican Care quickly developed a reputation for delivering the highest standards of aged care.

More than 60 years on, there are now twelve Anglican Care facilities across the Mid Coast, Hunter and Central Coast, with more to come. Like the original Booragul village, they’re all very much a part of their community, providing local care, comfort and support to local people.

We now provide a complete range of services from community and home care to retirement living, residential and palliative care. We’ve applied our experience and expertise in these areas to develop and implement innovative award-winning care programs.

But as much as we appreciate being recognised as a leader in aged care, the real reward comes from helping our residents and consumers to stay actively connected and engaged with life.

Which is the whole point, really. Because while the world might change, our culture of care never will.

We’ll always be committed to the ideal that life is precious … and that every moment matters.

ANGLICAN CARE ANNUAL REPORT 2018/19

Our Board of Directors

The Right Reverend Dr Peter Stuart

Malcolm McDonald

Joy Fogg

President of Anglican Care

Chairman of the Board – appointed March 2018

Chairperson of the Care Committee – appointed April 2013

Member of the Audit & Risk Committee and Care Committee

Member of the Audit & Risk Committee

Bishop Peter was installed as the 14th Bishop of Newcastle on 2nd February 2018. Bishop Peter was the Assistant Bishop of the Diocese from 2nd February 2009. Prior to becoming a bishop, he was involved in parish and diocesan ministries including parish development, clergy education, and church administration. He has served parishes in rural, suburban and inner-city settings. From 2002 until 2009 he was the Principal of St Barnabas Theological College Adelaide where he taught practical ministry, missiology, and sociology for ministry as part of an ecumenical faculty. He is a graduate from the University of Tasmania (Bachelor of Commerce), the Melbourne College of Divinity (Bachelor of Divinity), the University of Technology Sydney (Master of Management) and Flinders University (Doctor of Education).

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GETTING TO KNOW US

Mr McDonald was appointed to the Board in February 2003 and was Chairperson of the Audit & Risk Committee from 2006 to February 2018. During his professional career he was a Partner in an international accounting firm responsible for service delivery (primarily audit but including general business, accounting and taxation advice) to a wide range of commercial and professional small and medium size businesses and individuals). He holds a Bachelor of Economics and is a Fellow of the Institute of Chartered Accountants Australia & New Zealand and a Graduate of the Australian Institute of Company Directors. Mr McDonald has previously held a number of positions with the Anglican Diocese of Newcastle. He is currently Chair of the Risk Committee at the Greater Bank Ltd.

Mrs Fogg was appointed to the Board in June 2008. A Registered Nurse with over 60 years' experience, 40 years being in Aged Care. Mrs Fogg commenced her career in the acute sector working in theatre and general surgical positions. She has held senior positions with both Uniting Care and Anglican Care, including management of a dementia specific residential aged care home, the commissioning of Scenic Lodge and acting General Manager, Residential Care Services. Since leaving Anglican Care, Mrs Fogg has acted as a mentor to Registered Nurses and Residential Care Managers. She holds Certificates in Accountancy and Training & Assessment and has completed the AICD Company Directors Course.

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Colin Johnston

Robert Gray

Ken White

Reverend Stephen Niland

Chairperson of the Finance Committee – appointed April 2018

Chairperson of the Audit & Risk – appointed February 2018

Member of the Care Committee

Member of the Care Committee

Member of the Audit & Risk Committee and Care Committee

Member of the Finance Committee

(Resigned December 2018)

Mr Johnston was appointed to the Board in November 2010. He has had an extensive career as a CEO and Directorship in global resource and service based industries. He acts as a corporate mentor to young professionals and is Chairman of Emerging Research Technology Companies supporting Australian Resource Industries. He was Chairman of the Diocesan Audit Committee to February 2018, is Deputy Chair of the Newcastle Anglican Schools Corporation, and the Anglican Church of Australia General Synod Audit Committee. Mr Johnston is a Certified Practicing Accountant, Fellow of the Chartered Institute of Secretaries, Fellow of the Governance Institute of Australia, Alumni of Imede Switzerland and a Justice of the Peace.

Mr Gray was appointed to the Board in November 2018. He has 46 years of experience in Local and NSW Government, including as a former General Manager of Lake Macquarie City Council, Assistant General Manager of Wollongong City Council, General Manager - Corporate Services of Ambulance Service of NSW and General Manager, Corporate Services of WorkCover Authority of NSW. Holding a Masters Degree in Management from the University of Wollongong, Mr Gray is also a Member of the Australian Institute of Company Directors and a Past Fellow of both the Australian Institute of Management and Australian Institute of Municipal Management.

(Resigned March 2019)

Member of the Finance Committee and Audit & Risk Committee

Reverend Niland was appointed to the Board in May 2015. A former self-employed accountant, he has held many and varied positions throughout the Diocese including: Priest in Charge of Harrington-Coopernook, Chaplain to Storm Village and Bishop Tyrrell Place, Deacon and Priest Assistant of Parish of Taree. He has served on both the ASDF Board and Diocesan Audit Committee. Reverend Niland holds a Bachelor of Theology and Bachelor of Commerce from the University of Newcastle.

(Resigned November 2018)

Mr White was appointed to the Board in February 2012. The majority of his career was as a long term CEO and Senior Executive for the NSW Public Health System. From 2003 to 2006 he was the Regional Director/ Chief Executive Officer of Uniting Care. Mr White also has experience as a quality assessor in the aged care industry and for the Australian Council on Healthcare Standards and is a former Board Member of Hunter New England Local Health District. He holds a Degree in Health Management, is a Fellow of the Institute of Public Accounts and UK Institute of Financial Accounts, is a Past Fellow of the Australian Institute of Management and Retired Fellow of the Australasian College of Health Service Management.

Lyn McEwan

Reverend Julie Turnbull

Tim Mooney

Member of the Care and Finance Committee (Appointed December 2018)

Member of the Care Committee

Member of the Audit & Risk Committee and Finance Committee

Ms McEwan was appointed to the Board in September 2013. A Registered Nurse, she worked at a senior management level for a national aged care provider for the majority of her career. She also holds Certificates in Aged Care, Total Quality Management and Accreditation Assessor Training, together with a Certificate IV in Workplace Training.

Ms McEwan has completed the AICD Company Directors Course.

Reverend Turnbull was appointed to the Board in October 2015. Prior to her Diocesan and community positions, she worked for Hunter LabourForce Solutions, Maitland Training and Employment Centre and the Australian Public Service. From 2004 to 2014 she held a variety of positions including as Rector of the Anglican Parish of Forster/Tuncurry and Area Dean of the Manning Region. Her current positions include her appointment as the Rector of the Anglican Parish of Toronto, CEY Ministry Development Officer and as Supervising Priest West Lake Macquarie. She is also a Board member of CALM/CARE Toronto, Chaplain of the RSL Toronto Sub-Branch. Reverend Turnbull holds a Bachelor of Theology from Charles Sturt University.

(Appointed December 2018)

Mr Mooney was appointed to the Board in November 2018. He has had an extensive career as a CEO/ General Manager in the NSW Health Service responsible for Acute Inpatient, Community Health, Aged Care, Mental Health and Developmental Disability Services. He holds a Bachelor of Health Administration, is a Past Fellow of the Australian Institute of Management and a Past Associate Fellow of the Australian College of Health Service Executives.

ANGLICAN CARE ANNUAL REPORT 2018/19

Our Corporate Executive Team

Karen Best

General Manager, Finance & Support Services

General Manager, Residential Care Services

Chris Giles

Catherine Mordaunt

Jane Lulham

Kylie Jacques

General Manager, People & Workplace

Risk Manager

Marketing Manager

Colin Osborne

Amber Witherdin

Chief Executive OfďŹ cer

Gerard Bowen

General Manager, Property Services

10 GETTING TO KNOW US

General Manager, Community Care Services

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Our organisational snapshot Our Residents and Consumers Total numbers during 2018/2019 Community & Home Care: 400 Residential Aged Care: 850

Our Residential Care Homes, Villages & Centres COMMUNITY & HOME CARE

Retirement Living: 200

HOME CARE REGIONS Hunter, Central Coast, Mid Coast

Our Staff and Volunteers Employed during 2018/2019 Total number of Staff: 1,025

DAY THERAPY CENTRES Alkira Respite & Day Therapy Centre, Toronto East Lake Macquarie Dementia Service, Belmont

RESIDENTIAL AGED CARE HOMES

Total number of Volunteers: 330+

HUNTER

Our Customer Support Team Calls answered during 2018/2019

Anglican Care C A Brown, Booragul (under construction) Anglican Care McIntosh Court, Booragul Anglican Care Carey Bay Gardens, Carey Bay Anglican Care Toronto Nursing Home, Toronto Anglican Care Kilpatrick Court, Toronto Anglican Care Jesmond Grove, Jesmond Anglican Care Greenmount Gardens, Mt Hutton Anglican Care Scenic Lodge, Merewether

CENTRAL COAST

Total calls: 17,100

Anglican Care Warnervale Gardens, Woongarrah

MID COAST

Our Geographical breakdown Hunter

Anglican Care Cedar Wharf Lodge, Bulahdelah Anglican Care Bishop Tyrrell Place, Cundletown Anglican Care Storm Village, Taree

RETIREMENT LIVING

Central Coast

Anglican Care C A Brown, Booragul Anglican Care Carey Bay, Carey Bay Anglican Care Toronto, Toronto Anglican Care Buchanan Court, Merewether Anglican Care Greenmount Gardens, Mt Hutton Anglican Care Northwood, Tenambit Anglican Care Storm Village, Taree Anglican Care Alum View, Bulahdelah

Mid Coast

NEW SOUTH WALES

CORPORATE ADMINISTRATION & CUSTOMER SUPPORT TEAM Booragul Gloucester Tenambit

Booragul, Toronto, Carey Bay, Belmont

Cundletown Taree

Newcastle Merewether, Jesmond, Mt Hutton Woongarrah

Sydney

ANGLICAN CARE ANNUAL REPORT 2018/19

Strategic Engagement and Research Partners "Our involvement in research has the fundamental aim of improving the lives of older people through care and other innovative approaches."

Strategic Engagement We have a range of relationships and strategies to foster and enhance community linkages and networks. These linkages support an inter-disciplinary approach to care delivery across all services to support choice and diversity.

Examples of some of our existing relationships include: Aged & Community Services Australia ACSA NSW ACT As a member of ACSA, we are provided with access to sector support, advice regarding employee and industrial relations, industry specific education and resources. We have representation on a number of the Committees providing a local voice, opinion and opportunity to contribute to broader advocacy and lobbying avenues.

Hunter Dementia Alliance Anglican Care has representation on the Hunter Dementia Alliance Management Committee. The Alliance aims to improve the services and experience for older people living

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with dementia in the Hunter Region.

Hunter New England Local Health District (HNELHD) We have a long standing partnership with HNELHD having worked on a number of projects together. An example of one of our most recent collaborations is a pilot project with Aged Care Emergency Services (ACE) Telehealth at Belmont Hospital.

Research Partnerships Current projects include: Directed Action Response Team (DART) program: A process evaluation of the program’s implementation phase Established in 2017 and unique to Anglican Care, the DART program continues to provide valuable strategies to residents and consumers living with dementia and their family members. Focusing on a behavioural therapeutic approach, the program aims to reduce reliance upon pharmacological management, often involving resources from Anglican Care’s

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Lifestyle Resource Van. The Van is a modern take on a mobile library and contains resources such as iPads, indoor golf sets, art and craft, large print books, games and DVDs. Undertaken in close consultation with family members, the information obtained from families and the recommendations made by the DART team provide tailored and individualised options and programs for residents and consumers, which aim to reduce dementia-associated behaviours.

With over 160 residents and consumers accessing the program to date, a second research program has been undertaken with Dr Jane Sims, focusing on the establishment phase of the program. It has been pleasing to note the enhanced reassurance the program offers families about the care of their loved one. Reflective of Anglican Care’s philosophy of care, the program facilitates residents and consumers to live in a way that best meets their needs.

Horticulture for people with dementia study A landmark study investigating whether gardening is beneficial to people with dementia was undertaken in a partnership between Newcastle University and Anglican Care’s East Lake Macquarie Dementia Service.

Researchers from the University of Newcastle, in association with Twentyman Horticulture, tested the effectiveness of a horticultural program for people with dementia in reducing unmet needs, improving their quality of life, reducing the frequency of behavioural symptoms and reducing frailty.

Over two months in early 2019, participants attended twohour gardening sessions twice a week working on dementiafriendly gardening plots, carrying out planting and cultivating.

The two month time period was selected to ensure that there was adequate time for people with dementia to develop skills and confidence and see the results of their work in the garden.

A control group, not involved in the same gardening work, ensured the study could chart the benefits of horticulture for people with dementia. Gardens and outdoor environments are increasingly being reintroduced as valuable support tools in the care, management and contribution to the quality of life of people with dementia.

Anglican Care is very interested to see the final results of the study to ascertain how successful it has been with the participants in showing real and lasting benefits.

Enabling person centred End of Life Care in Residential Aged Care Facilities Anglican Care has a long standing partnership with Hunter New England Local Health District having worked on a number of projects together. Our latest project is around determining the current ‘state of play’ for End of Life for residents living in residential aged care, and ultimately seeking funding to introduce a model to improve the capacity of residential aged care homes to deliver high quality palliative care within their homes. The focus of this project is to assess the outcomes provided by the Nurse Practitioner model of care in achieving these quality outcomes.

ANGLICAN CARE ANNUAL REPORT 2018/19

e c n e l l e c x e g n i t Celebra

We’ve had a lot to celebrate in the past year, having been acknowledged in several award forums. So why do we enter awards, you might ask? For us, it’s all about recognising the hard work and achievements of our employees and volunteers.

We are proud of our organisation and the passion that our employees put into delivering the very best in care services, support and lifestyle to seniors. And it’s certainly nice to be recognised for that!

2019 ACSA Awards for Excellence Winner - Employee of the Year – Janean Cole Finalist - Volunteer of the Year – Stephen Mendham Finalist - Provider of the Year 2019 Hunter Business Chamber Awards Finalist - Excellence in Sustainability Finalist - Contribution to the Region Finalist - Outstanding Employer of Choice Finalist - Business Leader of the Year – Colin Osborne, CEO 2019 Lake Macquarie Business Excellence Awards Finalist - Excellence in Sustainability Finalist - Contribution to the City 2019 Mid North Coast Business Excellence Awards Finalist - Excellence in Sustainability Finalist - Outstanding Employer of Choice

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Stephen Mendham Stephen Mendham, an 11-year veteran volunteer at Anglican Care, was named as a finalist in the ‘Volunteer of the Year' category at the ACSA Aged Care Awards in July of this year.

Recognised for his dedication and commitment to his volunteer role, Stephen provides social and emotional support to residents and consumers, enhancing their quality of life through engagement, stimulation, and interaction. With a fantastic range of knowledge on topical subjects, Stephen can converse with everybody.

In addition to the two days a week he spends with Anglican Care in his voluntary role, Stephen spends countless hours at home and in the community researching specific topics of interest to residents and consumers that he can share with them, i.e., particular poetry, old records, and newspapers.

He has a huge impact on enhancing the lives of residents and consumers. With a passion for supporting older people, he is very humble regarding his extraordinary contribution to Anglican Care.

Janean Cole Known as a ‘local treasure’ with a passion for caring, Janean Cole was named ‘Employee of the Year’ at the ACSA Awards.

Having devoted her career to the provision of end of life care and dignity, Janean has been a member of the Anglican Care team for four years employed as Nurse Practitioner Palliative Care for Anglican Care’s residential aged care services.

Janean has a total commitment to motivating and developing the knowledge and skills of clinicians, care staff, and families to enhance service delivery and ensure the best clinical and health outcome for individuals. Innovative in her approach, she is always looking for new ways or interventions to improve the quality of care and support that she, and Anglican Care, provide.

She brings a tremendous amount of passion and commitment to her role and is devoted to enhancing the quality of life of seniors while focusing on them as individuals and respecting their dignity.

ANGLICAN CARE ANNUAL REPORT 2018/19

Our people "We are continually looking at ways to combat the ongoing challenges we face as a growing Aged Care provider in meeting our demand for passionate and skilled care workers, nurses and other health professionals."

Board of Directors Anglican Care is governed by a volunteer Board of Directors who assist Anglican Care in performing to its best potential.

The Board’s role is to provide governance and strategic direction and work effectively with senior management to ensure high quality care and service delivery. Our Directors have skills in governance, including financial, accounting, management, leadership, aged care, corporate, audit, legal, property acquisition, development and strategic skills. All Directors live within the regions serviced by Anglican Care and are committed to community development and improving aged and community services.

Reporting to the Board are a number of Sub-Committees: Care Committee, Finance Committee and Audit & Risk Committee. In the early part of 2019, the Board established a specialised Clinical Governance Committee, chaired by eminent local Geriatrician, Dr John Ward. The Committee will review the clinical care provided to Anglican Care’s residents and consumers to ensure that it reflects contemporary, safe 16 GETTING TO KNOW US

and evidence-based practice. Committee members consist of senior Anglican Care clinical staff together with Dr Jennifer Briggs, a Toronto based GP who has a large number of patients residing in aged care settings.

Corporate Executive Group Anglican Care’s dynamic hands-on Corporate Executive Group works with managers and staff to ensure the delivery of excellent care and enhanced lifestyles, both on a day to day basis and by developing strategies for the future of the organisation.

During 2018/2019 the Corporate Executive Group continued working to achieve the goals as articulated in our Strategic Plan ‘Heading Towards 2020’. The Corporate Executive Group is confident that pursing the various objectives as outlined in the plan will place Anglican Care in a strong position to continue providing innovative services and programs in the evolving community and social environment in which we operate.

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Dedicated Staff

The program includes:

As an organisation, we recognise and acknowledge our employees and volunteers.

•

2018/2019 – Employee Facts Anglican Care’s skilled and caring employees are the life blood of our organisation. Our services are provided by dedicated employees who have a passion for working with older people and are committed to Anglican Care’s values. Working in aged care is a fantastic career and Anglican Care offers a wide variety of roles from carers, to hospitality services and maintenance workers through to our corporate office staff.

Assisting our staff to thrive!

• • • •

Six-eight weeks of pre-vocational learning (three weeks classroom-based and three weeks work experience).

Selection of Trainees to proceed through the program.

Placement at Anglican Care sites and work with supervision.

Continuation of face to face learning every month during the traineeship period.

Trainees complete a VET qualification, Certificate 111 Individual Support (Ageing).

The program has been very successful with over 30 NEW employees in Residential Care and 15 in Community Care.

Future traineeship programs are being planned.

We don’t just want our employees to survive – we want them to thrive and love coming to work each day.

We have an extensive learning and development program across Anglican Care, and we are committed to providing quality training for our team. We want to support our employees to remain skilled, motivated, engaged and equipped to provide high quality care.

An example of one of our innovative courses is the introduction of ‘Leadership Matters’ in 2019. Targeting employees across the organisation with leadership potential, the 12 month program is designed to challenge, stretch and provide participants with leadership techniques that can immediately be applied in the workplace.

We have also had an increased focus on the mental and physical wellbeing of our employees in 2019, exploring a range of options with external support services. We want our team to have access to resources that they may need to assist in reducing stress and increasing physical and mental health.

The number of employees accessing the Fitness Passport continues to increase and employees also have access to our Immunisation Program, Discounted Health Insurance and our Employee Assistance program.

Traineeships Recruiting great employees is an ongoing challenge not only for Anglican Care, but other providers in the aged care industry. To combat this, Anglican Care has developed a successful partnership with Smart Training & Consulting and Joblink Plus to offer a traineeship program for care assistants working in residential and community aged care.

Our Employee Breakdown Total Number of Employees - 1,025 Full Time Employees - 123 Part Time Employees - 746 Casual Employees - 156 Average Age of Employees - 45.64 Male Employees - 132 Female Employees - 893 Employees 10+ years of service - 227

ANGLICAN CARE ANNUAL REPORT 2018/19

Our people

Recognising Employee Service and Dedication We are always looking at different ways we can recognise our employees for the fantastic job they do! One of the forums at which we do this is at an annual lunch our CEO hosts.

This year’s lunch recognised the following employees who were nominated by their managers or colleagues for the dedication and contribution they make to providing care and support to our residents and consumers while demonstrating the values of Anglican Care:

2018 / 2019 EMPLOYEES ACKNOWLEDGED

Susan Potter – Team Leader, Greenmount Gardens

John Foody, Maintenance Officer Well respected by all stakeholders, John has been a mainstay of the Maintenance Department for 23 years. Popular with our Retirement living Residents in particular, John’s work is always to the highest standard. He has excellent customer service skills and this is demonstrated through the way he listens and communicates with residents so they have their units and village well-maintained. Courteous and conscientious at all times, nothing is too much trouble for John. He takes the time to ensure residents receive the service they need, and that the service is carried out efficiently and effectively. Proactive in monitoring and maintaining Anglican Care property and assets, John is a team player and makes a difference in the lives of residents on a daily basis.

Karen Bell – Buddy and Allied Health Assistant, Community Care Mid Coast Karen Best – General Manager, Residential Care Services Sharon Rixon – Team Leader, CHSP Alkira and ELMDS Kylie Jacques – Marketing Manager Lilian Wallace – Buddy and Allied Health Assistant, Community Care Central Coast Janean Cole – Nurse Practitioner, Palliative Care Chrys Banning – Lifestyle & Wellbeing Coordinator John Foody – Maintenance Officer Jane Lulham – Risk Manager

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Sharon Rixon, Team Leader A quiet achiever, Sharon is known as a shining light and natural leader. As a Team Leader for the Commonwealth Home Support Program at Alkira and ELMDS, Sharon is positive in her approach and attitude, setting a good example to the team. Sharon follows directions carefully, but is also able to step up and work independently when required.

Feedback from supervisors, colleagues and consumers is very positive. Sharon is observant and picks up on the cues or triggers for consumers living with dementia and is able to respectfully and skilfully redirect their attention and engage them in meaningful activities. Sharon is always reliable and demonstrates the values of Anglican Care on a daily basis.

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Chaplaincy Services at Anglican Care provide a vital ministry to residents, residents’ families, staff, volunteers, and visitors.

This includes conducting weekly worship services at all of our residential homes and the provision of intentional, person-centred pastoral care.

Our chaplains are committed to respecting the integrity of the individual’s own beliefs, and seek to provide a supportive presence of unconditional positive regard towards those they care for. We recognise that an individual’s spirituality is unique to that person.

Reverend Andrew Harrison Chaplaincy Services Coordinator, Anglican Care At the heart of the Christian faith, and Anglican Care’s mission, is the desire to care for the whole person. Ageing doesn’t diminish the importance of a person’s spiritual, physical, emotional, social or cultural care. Integral to the attainment of this is Anglican Care’s Chaplaincy Services Coordinator, Andrew Harrison.

Employed in this position since 2015, Andrew brings to the role a strong sense of compassion and spirituality, combined with a passion for human rights and social justice. Andrew’s path to Anglican Care has been quite diverse and rich in cultural experiences. Fresh from high school he embarked on a banking career, but then traded banking with life as a university student, completing a Diploma in Applied Science. He then travelled the world for several months which ignited his love of different countries and cultures, prompting him to move to Japan and teach English. Whilst in Japan, Andrew met his wife Yoshika. Andrew and Yoshika moved back to Australia where Andrew completed his Bachelor of Theology. They then returned to Japan for a further 3 years before coming back to the Newcastle area wherein Andrew worked in various Parishes across the Hunter.

Andrew loves the varied nature of his role, and in addition to coordinating Anglican Care’s Christian services, leading special services and recruiting and training chaplaincy staff, he is always available to provide an empathetic listening presence to residents, families or staff as it is needed.

In his spare time, Andrew enjoys the arts – reading, movies, music and writing. He also loves spending time with his family, which includes his three children who range in ages from 11-19.

Some of the ways in which our chaplains offer support include regular services of Holy Communion; prayer and anointing; emotional support; affirming the resident’s intrinsic value and worth; and the provision of quality listening and a caring presence, especially in times of crisis and difficulty. As well as connecting with residents through regular visitation, our chaplains are available on request for any resident, family member, or staff member.

Many of our chaplains are supported by teams of lay volunteers from their parishes, and we take this opportunity to acknowledge and thank them for their dedicated support to this ministry.

CHAPLAINCY SERVICES ARE PROVIDED BY: Reverend Andrew Harrison (Pastoral Care Coordinator, Anglican Care) Reverend Jenny Foley Lake Macquarie (Associate Chaplain) Judy Hollingworth Taree (Pastoral Care Associate at Storm Village and Bishop Tyrrell Place) Reverend Peter Tinney (Rector, Parish of Taree) Reverend Julie Turnbull Carey Bay (Rector, Parish of Toronto) Reverend David Hesketh Mount Hutton (Associate Priest, Parish of Windale) Reverend Cameron Freese Merewether (Rector, Parish of Merewether) Reverend Andrew Eaton Jesmond (Rector, Parish of Wallsend) Reverend Peter Adkins Bulahdelah (Rector, Parish of Buladelah/Tea Gardens) Reverend Philip Thirlwell Buchanan Court (Honorary Chaplain) Reverend Helen Gilkison Warnervale (Priest in Local Mission, Parish of Lakes Anglican) ANGLICAN CARE ANNUAL REPORT 2018/19

Valuing our people and all that they do ...

our team of valued employees and volunteers go above and beyond to enhance the lives of seniors.

Events held across our community are a great example of how our team, including management, come together and enjoy the festivities and fun with our residents and consumers. (Pictured above: Olga Manen with Chris Giles, General Manager Community Services)

Elaine Mortomore ...

we farewelled one of our extraordinary volunteers in June. Elaine Mortomore, pictured below, retired after 33 years of delivering volunteer services to the clients of our Day Centres. A lovely, wise and caring lady who has contributed countless hours of her time in her volunteer role. She will be missed, but we wish her all the best on her well-deserved retirement.

20 GETTING TO KNOW US

ANGLICANCARE.COM.AU

Our People

Caring Volunteers Anglican Care is blessed to have a wonderful volunteer workforce of approximately 330 enthusiastic people who play a vital role in supporting the older people that we provide care, support and services to.

Volunteers donated an amazing 15,262 hours of their time and energy to enhance the lives of our residents and consumers in 2018/2019. Our volunteers assisted with activities such as bus trips, shopping, visiting, social activities, arts and crafts, gardening, outings, fundraising, cultural and spiritual activities and visiting people in the community who receive a home care package from Anglican Care.

A very important and special part of our volunteering program is our two Anglican Care Auxiliaries in the Hunter and Manning regions. The dynamic members of these two groups hold many fantastic functions throughout the year and have funded many projects that enhance the lives of residents and consumers.

A number of Volunteer Meetings are held throughout each year incorporating education and information sessions, together with our Annual Volunteers Christmas Party in December and a Morning Tea to celebrate National Volunteering week in May each year.

Anglican Care employs a dedicated Volunteer Administrator who ensures that our volunteering program is professionally run with all volunteers officially recruited, registered and trained. All volunteers must complete a criminal history check prior to commencing their volunteering role. The Volunteer Administrator also provides a direct contact and support for volunteers and enhances their overall experience.

ANGLICAN CARE ANNUAL REPORT 2018/19

Our services - Residential Care "We've had an exciting year with an organisation wide focus on improving customer experience. Within residential care, this entailed increasing our focus on identifying people as individuals, giving further consideration to their needs, choices and goals."

Anglican Care offers residential aged care for seniors who are unable to remain in their own homes or with loved ones due to their need for greater assistance with daily living or the need for 24 hour nursing care. Our residential aged care services can cater for a variety of differing individual care needs including dementia specific, respite and palliative care.

Residents enjoy a high quality of care within our services in a welcoming, comfortable and friendly environment, with our employees taking great pride in offering a person centred approach to care management that includes the participation of family members. We currently provide care to 850+ people living in our residential aged care homes in the Hunter, Central Coast and Mid Coast Regions.

So how do we go about providing an excellent level of customer service that meets the expectations of our residents and their families?

Our aim is to work in partnership to: • • • •

Meeting our Customers’ Expectations Improving the customer experience was identified as the number one priority in our ‘Heading Towards 2020 Strategic Plan’. This was across all of Anglican Care’s services and is driven by our Customer Service Charter which talks about: understanding our customers; informed choice; delivery of quality service and valued feedback.

24 OUR SERVICES

• •

Identify people as individuals, considering their individual needs, choices and goals.

Acknowledge and value our residents’ preferences, experiences and concerns.

Protect the rights of residents, as legislated by the Charter of Aged Care Rights.

Model our Values • Integrity – doing what we say we will do • Compassion – walking alongside as you journey • Wellbeing – of people and places • Respect – for all people Encourage effective teamwork and value feedback for quality improvement.

Focus on making a positive contribution to the safety, health and wellbeing of our residents.

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This also links with the provision of quality in aged care, which covers the four areas of regulation, care, quality of life and customer experience.

At all times Anglican Care strives to put the needs of our residents at the core of everything we do, building a culture of quality, and being transparent about continual improvement. In the past 12 months we have encouraged our employees to use a small statement directed toward the resident at the end of each service or communication interaction:

Meals Matter As part of our ongoing strategies to be a leader in the provision of food services, we have established a new project across Anglican Care called ‘Meals Matter’.

We have already implemented several initiatives in our Residential Aged Care Homes that include: •

•

“Is there anything else I can do for you before I leave?”

Research has shown that this small statement can have a positive effect on customer satisfaction in aged care services.

A focus on Lifestyle and Wellbeing At Anglican Care, we understand that the key to maintaining a good quality of life is to stay as healthy and happy as possible for as long as possible. Our award winning lifestyle and wellbeing programs aim to do just that. Wherever people are on life’s journey we can offer a program of activities to promote pleasure, enjoyment and fun. Residents are encouraged to enjoy their favourite pastimes or explore new interests.

Activities include live concerts and entertainment, bus outings, music and pet therapy, gentle exercise and much more! At all times we want to go ‘above and beyond’ in what we can offer our residents, providing that little bit extra that can sometimes make all the difference. Unique to our organisation are our Lifestyle Resource Van, a mobile resource van, and our Direct Action Response Team (DART) which is dedicated to improving the quality of life of people with dementia and their carers.

•

Residents are enjoying an enhanced dining experience with the ability to order off of a menu each day.

Our Hospitality Services employees are currently undergoing training to enhance their customer and table service skills.

Research into specialised catering equipment.

Feedback from both our residents and hospitality services employees to date has been very positive and enthusiastic.

ACCREDITATION RESULTS

11 Unannounced visits ALL EXPECTED OUTCOMES MET JESMOND GROVE BISHOP TYRRELL PLACE SCENIC LODGE

Our most recent innovation has been the introduction of the Pamper-Me program which you can read all about on page 34.

TORONTO NURSING HOME

Accreditation News

GREENMOUNT GARDENS

All accredited residential aged care homes in Australia receive Australian Government Subsidies to provide quality care and services to residents in accordance with Accreditation Standards. To remain accredited and continue to receive the subsidy, each home must demonstrate that it meets four standards which cover management systems, health and personal care, resident lifestyle and the physical environment. Homes undergo a full re-accreditation every three years, with a number of announced and unannounced visits in the interim period by the Australian Aged Care Quality Agency.

MCINTOSH COURT WARNERVALE GARDENS STORM VILLAGE

CAREY BAY GARDENS KILPATRICK COURT KILPATRICK COURT (2nd visit)

3 Announced visits ALL EXPECTED OUTCOMES MET KILPATRICK COURT KILPATRICK COURT (2nd visit) BISHOP TYRRELL PLACE

ANGLICAN CARE ANNUAL REPORT 2018/19

Our services - Community & Home Care "Our enthusiastic Hunter, Central Coast and Mid Coast teams are dedicated to providing our home care consumers a circle of support that can adapt as their support needs and preferences vary. We like to think of ourselves as partners journeying together."

Anglican Care is passionate about supporting seniors to remain living in their own homes. We do this by listening to our seniors and creating partnerships that assist in improving health, wellbeing and quality of life.

We recognise that most people have spent a lifetime creating a home, and that is where they want to stay. Our Community & Home Care services offer a range of services to help people to go on living independently in their own home for as long as possible. We assist seniors in achieving the goals that will help them to lead a happy life, by working in partnership with seniors, their family, carers and social networks to ensure a positive ageing experience with opportunities to remain connected with the community.

HomeLife - Day Support Offers a range of tailored programs incorporating services funded by the Commonwealth Home Support Programme (CHSP). Delivered out of our two centres, Alkira Respite and Day Therapy Centre at Toronto and East Lake Macquarie Dementia Service (ELMDS) at Belmont, HomeLife Day Support

26 OUR SERVICES

is designed to keep over 65’s healthy, happy and engaged with life. Our goal is to help people to maintain a level of independence in keeping with their capabilities by: Supporting them to have fun through: • Community outings • Body/mind/spirit activities • Art and cultural activities • Games – bingo, board games or card games • Connecting over food Supporting them to be well through: • Allied health and therapies • Health exercise • Creative activities • Therapeutic programs • Carer respite Our programs include: • Community & Home Support • Allied Health & Therapies • Social Support – individual and group • Carer relationships and carer support ANGLICANCARE.COM.AU

• •

Transport Community & Centre Based

Alkira Respite & Day Therapy Centre: • Physiotherapy • Dietitian • Podiatrist • Social Support East Lake Macquarie Dementia Service • Carer relationships and carer support • Social support – group and individual

HomeLife - Home Care Packages For people who require a higher level of support to stay safe and well at home. Subsidised by the Australian Government, Home Care Packages are provided in a flexible way to meet individual needs.

We pride ourselves on delivering Home Care Packages with a high level of input from our consumers and their family members, to make sure the support is tailored to meet their specific needs. Our Care Advisors work with people to clarify their goals and needs to allow the development of an individualised care plan. We can help with services that cover lifestyle, exercise and wellness, health and nutrition, personal care and help around the home.

There are four levels of care within the Home Care Packages Program, and each package level has a different amount of funding. The more care and support needed, the higher the level of care and services and the more funding available from the government.

Expanding the range of community and home care services we offer As part of our commitment to creating Centres of Excellence at Alkira and ELMDS, we continue to provide specialised dementia and restorative care and have also implemented our integrated health and wellness clinics. Our clinics further strengthen relationships with primary care and specialist providers, and enable more coordinated and integrated care planning in partnership with GPs in particular.

We are dedicated to not only supporting our consumers but also their carers and we host monthly Carer Support Groups to promote health literacy and education. These groups provide an invaluable forum to communicate with our carers, who value the opportunity to meet in their own right and share experiences while building relationships with the care team.

Anglican Care’s new purpose-built allied health and therapy centre at Booragul is due for completion in April 2020. This centre will provide contemporary infrastructure and equipment to deliver our restorative care and wellness approaches and clinics.

Designed for seniors that have had an ACAT assessment and are approved for a home care package but are still waiting for their package to be assigned, the service provides up to 2 hours of services such as personal care, meal prep, shopping, cleaning and in-home respite. The benefits of HomeLife Assist for seniors include: receiving much needed services while on the national queue; continuity of Care Workers; no entry or exit amounts; flexible support services that suit individual needs and providing local staff and local knowledge.

Another service we can now offer to provide enhanced choice to seniors in the Mid Coast area is Short Term Restorative Care. We were delighted to receive approval to provide this service as part of the 2018-19 Aged Care Approvals Round. Short-term restorative care offers a range of care and services for up to eight weeks (56 days) to help prevent or reduce difficulties older people are having with completing everyday tasks. It aims to improve wellbeing and independence to help them continue living in their own home and can be accessed twice in a twelvemonth period.

Our Telehealth initiatives continue to support our consumers, with several people enjoying the benefits of remote monitoring and video conferences. Telehealth is an innovative and highly effective way to manage health care, combining the expertise of health clinicians, allied health staff and the consumer. It is particularly valuable for more frail people or people living alone. From an iPad in the home they can connect directly through to a health professional via video conferencing, and can monitor vital signs such as blood pressure, blood sugar and weight. It is certainly the way of the future!

Keeping our team up-to-date Our team completed several courses in the past 12 months to assist them in the delivery of enhanced care and support to our consumers.

The first was the Dementia Essentials training provided

by Dementia Australia. This course assists participants to gain an understanding of: person-centred care and effective communication; the nature of dementia and its impacts; identifying unmet needs; understanding changed behaviours and developing effective responses; activities to promote well-being; community support and services available.

The second course was called the ORANGES Toolkit and was all about improving the wellbeing and resilience of participants, helping them navigate the challenges they face both professionally and personally.

Our team consists of Our qualified and skilled team consists of a Nurse Practitioner, Registered Nurses, allied health professionals, care and administration staff dedicated to the delivery of quality care.

Following feedback from people in the community, we have developed a new service called HomeLife Assist.

ANGLICAN CARE ANNUAL REPORT 2018/19

Our services - Retirement Living "Our retirement living villages provide much more than a secure and maintained home, our residents have the opportunity to access our comprehensive home care services, respite care, social events and residential care - should they ever need it."

Retirement Living Villages continue to be a popular alternative for seniors who want to enjoy the freedom of independent living in a caring community. A lifestyle decision, it is all about enjoying a worry-free retirement.

At Anglican Care, we find that people generally move into retirement living when they start to feel the family home is too large and the upkeep too much, which makes downsizing to a retirement village a great option. Other reasons include wanting to be more social or to be in a supportive community of like-minded people, or general concerns around their health as they are ageing.

It’s all about enjoying life, relaxing and having some fun in the retirement years. Some of the many benefits of retirement living include: • • • •

The security of a one or two-bedroom villa with 24-hour emergency call system.

The opportunity to socialise and form new friendships.

Being able to go travelling, knowing that your home and possessions are safe and secure.

Enjoying a relaxed lifestyle where the yard work and

28 OUR SERVICES

•

maintenance is done for you.

Access to Anglican Care’s HomeLife services to provide extra support at home.

We support our residents to be themselves – autonomous, valued, happy and connected. Residents at each of our villages take ownership of village meetings and run programs and events which suit the mix of people in their community.

Anglican Care also hosts several events each year, including Christmas parties, and our annual Sensational Seniors events which are well attended by our retirement living residents, with one resident from our C A Brown Village lucky enough to share a dance with Rhonda Burchmore at the 2019 event.

Other residents became a part of our famous ‘Dancing Queens’ group who performed on stage with Rhonda, a very inspiring and brave effort, proving you are never too old to get involved and have some fun!

Residents enjoy regular bus trips, both all-day outings and shorter shopping bus trips. Residents from several of our villages have enjoyed trips to our new Hospitality Services ANGLICANCARE.COM.AU

facility in Boolaroo with VIP guided tours provided of the state of the art facilities. Several villages have also enjoyed lovely luncheons prepared and served by our Hospitality Services Team Leaders, who were testing out some of the new skills they are learning from Smart Training around the serving and presentation of meals.

And speaking of meals, our Meals@Home delivery service commenced and was piloted to our villages at Booragul and Carey Bay. The intent of this service is to provide fresh, affordable and healthy meal options to our retirement living residents, delivered straight to their door. With options like Moroccan Spiced Lamb with Apricots, Baked Barramundi with a Lemon Caper Sauce and Sticky Date Pudding with Butterscotch Sauce, it sounds like a winning initiative!

Greenmount Gardens Retirement Village has seen an unprecedented rise in the number of single men moving in over the past 12 months, prompting the formation of a ‘Men's Group’, pictured opposite. The group are enjoying each other's company at their regular get-togethers and are looking at options for local activities and interests to become involved in.

Villas have continued to sell at our newest village, Northwood in Tenambit. With an increased number of residents now living in the Village, it has been great to see the formation of the Resident Committee with group activities now being held. It has also been a bonus for the Village to have the local University of the Third Age running classes from the Village Centre two days a week.

Similarly, deposits have been made on the two remaining villas at Alum View Retirement Living Village. The villas will be occupied by the end of 2019. Alum View is conveniently adjacent to our Cedar Wharf Lodge Residential Aged Care Home in Bulahdelah. In this small village of six villas, residents enjoy a relaxed and peaceful lifestyle in the delightful countryside, situated on the tranquil Myall River.

ANGLICAN CARE ANNUAL REPORT 2018/19

Organisational news - Sustainability Matters In May 2019, we were proud to announce that Anglican Care officially received 'Bronze Partnership Status' in recognition of our demonstrated commitment to the NSW Government’s Sustainability Advantage Program.

We are one of only a handful of aged care organisations in the Hunter to have achieved this acknowledgement. The benefits of the Sustainability Advantage Program include the ability to: • • • • • • •

Measure Anglican Care’s carbon footprint and manage emissions Manage environmental risk and ensure compliance Improve productivity Integrate ecological strategies with business planning Use resources more efficiently Engage and mentor staff Engage in social responsibility activities, i.e. the Lifestyle Resource Van.

Deb Matthews is leading this vital project and earlier in 2019 completed the prestigious Sustainability Practitioner program with the University of Cambridge Institute for Sustainability Leadership held in Melbourne. So exactly what type of projects has Deb and our Sustainability Team been working on over the past 12 months?

“We have made significant progress on various projects this year, including the completion of our Bin Trim Assessment at Warnervale Gardens, Carey Bay, Scenic Lodge, Jesmond Grove and McIntosh Court homes. We carried out this project in conjunction with consultants

from the Sustainability Advantage Program (formerly EPA).

As a result of the waste assessments, a detailed action plan was prepared and implemented at all of our Hunter and Central Coast facilities with great results. We are very pleased to have since been approached by the EPA for inclusion in this program on the Mid Coast”, said our Sustainability Champion Deb." “We have also completed the EPA pilot program Your Business Is Food Program (YBIF) which gave the organisation, and in particular our hospitality team, greater knowledge and skills to avoid food waste within our residential care homes. The upcoming months continue to be exciting, with the further expansion of our Bin Trim Program, the introduction of solar installations across various Anglican Care sites, further supply chain reviews and more! Over the next 12 months, we will continue to oversee the roll-out of our 'Sustainable Environment Policy and Sustainability Framework',” reported Deb. To celebrate the achievement of Bronze Partner Status, and to raise awareness of the necessity for sustainability within the Aged Care Sector, we hosted a Sustainability Matters ‘Green Day’ across the organisation. Complete with green-themed food , arm bands and clothing, employees were also encouraged to embrace the day by making it a single-use plastic-free day, bring in their old mobile phones for recycling and participate in a book swap.

ANGLICAN CARE ANNUAL REPORT 2018/19

Organisational news - Virtual Reality Anglican Care has a history of embracing new technologies, particularly in our Lifestyle & Wellbeing programs. So it was with a sense of excitement that we decided to enter the brave new world of virtual reality – from both the perspective of providing a fun and exciting experience for our residents and consumers, as well as an educational experience for our employees.

Our first foray into using this new technology was to assist our team to gain a greater understanding of dementia. Teaming up with Dementia Australia, 30 employees completed The Educational Dementia Immersive Experience (EDIE). The training uses gaming technology to provide employees and carers with the opportunity to build a more significant relationship with individuals living with dementia.

Dementia Australia has developed this innovative technology, which is now available to educate and support people living with dementia, families and employees.

Through the 360 degrees immersive application, our team were given a greater in-depth understanding of how to best support a person living with dementia, and how these needs can often differ between various people.

language and their ability to do their daily tasks and the use of EDIE provides the opportunity to explain its effect on perception.

Our next venture was to gather twelve bold and fearless residents and consumers together to trial the use of Virtual Reality within our Lifestyle and Wellbeing programs.

Participants conquered roller coasters, dinosaurs and heights, to name a few things. With comments like "I don’t need a bucket list anymore!” from 80-year-old Peter and “Incredible – weird feeling - stopping us putting our feet on the ground - it was good – really enjoyed it” from 84-year-old June, we will be purchasing equipment and software that we can roll out across the organisation.

Watch this space for many more exciting developments in this emerging area of technology!

The experience allowed our team to explore a moment in time as Edie, who has a diagnosis of dementia, to identify how best to support him to live well. Dementia can affect an individual’s mood, problem-solving skills,

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Organisational news - Digital Marketing At Anglican Care we understand the importance of having a consistent and up-to-date digital presence across various channels that reflects our orgnisations branding and culture.

Therefore, following the development of our NEW Style Guide, it was time for the Marketing Team to roll out our new look and feel across our digital assets, starting with the website.

The team’s first quandary was whether or not to give the current website an overhaul or create a brand new website. After an audit of the content, user experience and updating capabilities, the team decided it was time for new beginnings. The challenge of a new website was set.

The result is a vibrant NEW website with relevant and creative content. Our new website outlines our organisational differences, stories on staff, editorials for seniors and news updates as well as up-to-date information on all our services, vacancies and pricing.

SEO optimisation of the new site was undertaken and is an ongoing priority of the Marketing Team.

The project took approximately 12 months to complete and has received positive feedback from staff, consumers and their families.

Every good challenge comes with a myriad of decisions, and this was no different. Was the new website to be designed to maximise search engine optimisation (SEO) or the focus put on the user experience - easy to get around, intuitive and a pleasure to read?

It was decided to put our users first and SEO second.

The team wanted seniors and their families looking for information on our services to have a seamless web experience. Navigating the aged care system can be difficult, so providing a website that answered our users questions in just a click or two was crucial.

The team paired with Ronnoco to co-design the new website and the developers, HyperWeb to create it.

ANGLICAN CARE ANNUAL REPORT 2018/19

Organisational news - Pamper-Me Program What better way to launch a pampering program than on Valentine’s Day! Which is what happened with our latest Lifestyle and Wellbeing program, Pamper-Me!

Pamper-Me evokes smiles, laughter and high spirits – and it’s good fun!

Four pamper trolleys are now housed in our Lifestyle Resource Van ‘Rene’, allowing residents and consumers to undergo makeovers and pampering including make-up, nail care, hairdressing and skincare, for both women and men.

Funded by our Anglican Care Hunter Auxiliary, the Pamper-Me program provides therapeutic and relaxing treatments.

Everyone loves to be spoiled and there are many benefits to be enjoyed from the treatments available as part of this unique program.

From boosting self-esteem and confidence with makeup and hair to activities such as gentle hand massage and manicures, we have it covered. A sense of touch has profound effects for both men and women, promoting physical, emotional and mental wellbeing by releasing endorphins and creating a sense of calmness.

A number of our Lifestyle and Wellbeing Officers and volunteers have undertaken training by a qualified beautician to enable them to offer some well-deserved pampering to residents and consumers.

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Organisational news - Keeping connected Our organisation is all about people, and we love to get out and about and foster and enhance linkages and networks that support choice and diversity for seniors.

From our research partnerships to our networking meetings with fellow health professionals, to our information sessions with seniors in the community on how to access aged care services – we are committed to engaging in activities that support our vision of enhancing the lives of ageing people.

Sharing knowledge with the community With the abundance of changes in the aged care industry over the past few years, we are finding that the community is eager to seek information on what types of services they can access, how they can obtain them and what they will cost. Anglican Care has held several free information sessions for the community during the past 12 months, and with more RSVPs than seats at some of our events, it indeed tells us there is high demand.

Incorporating an excellent roster of guest speakers, the functions have been very successful.

We have also held several network meetings, particularly for GPs, Practice Nurses, and Hospital Social Workers and Discharge Planners, again as a way of sharing knowledge and finding ways of working together to provide excellent outcomes for seniors in the community needing to access aged care services.

Industry expertise It was also fantastic to see a number of our staff being asked to present at and participate in industry forums throughout the year.

Janean Cole, Nurse Practitioner Palliative Aged Care and Janet Sykes, Senior Nurse Educator, presented at the Technology in Aged Care Forum in June. The topic was ‘Exploring the possibilities of telehealth to simplify the lives of residents and staff’.

Jane Meldrum, Lifestyle Wellbeing and Diversity Manager and Kylie Jacques, Marketing Manager, presented at the AAG National Conference in November on the DART program.

Jacqui Culver, Nurse Practitioner Advanced Dementia and Palliative Care has been involved in numerous radio interviews and participated in a webinar regarding caring for seniors at home.

Anglican Care also coordinates and hosts a range of service provider and community forums and educational events each year across all of the regions in which we operate. These events develop regional capacity and strengthen relationships between providers and community networks.

ANGLICAN CARE ANNUAL REPORT 2018/19

Organisational news - A time of growth Anglican Care is going through an unprecedented peak in terms of our capital works program, as we continuously work to upgrade and improve our residential aged care homes and services to provide the very best environment for our residents and consumers.

C A Brown Lodge - Commencing with a ground-breaking ceremony in August 2018, attended by The Anglican Bishop of Newcastle, The Right Reverend Dr Peter Stuart, Chairman Malcolm McDonald, CEO Colin Osborne, staff and dignitaries, is the much-awaited redevelopment of C A Brown at Booragul (pictured right).

Booragul is known as the ‘spiritual home’ of Anglican Care, with C A Brown the first facility established over 60 years ago. It holds a special place in the hearts and memories of many people, both within Anglican Care and the broader community.

The $41 million redevelopment, designed by Jackson Teece, and spearheaded by Project Managers APP and local construction organisation Core Property Group, will expand and improve upon the care and services available to residents and is expected to be completed by April 2020. Consisting of 126 single en-suite rooms, 18 of those for people living with dementia, the new home will also include a café, hairdressing salon, and purpose-built Day Therapy Centre – all part of our strategy to provide vibrant environments where residents feel connected with the community.

saw another ground-breaking ceremony, this time for the Gloucester community, with Federal Member for Lyne Dr David Gillespie the special guest (pictured above). A first for the Gloucester community, the $20 million state-of-theart purpose-built residential aged care home, designed by Manns & Troup, forms stage one of the development and is due for completion in September 2020. The project will ultimately include retirement villas and a village centre to offer a range of living environments, care, support and choice for seniors in Gloucester and surrounding areas.

Anglican Care was thrilled to be the recipient of eight million dollars of funding via the Building Better Regions Fund to assist with the construction of the new residential aged care home.

Other Property News Our Property Services Team has certainly been busy!

Together with the new developments, they carry out ongoing maintenance to our homes, day centres and retirement villas, including the renovation of individual villas and rooms. They also commenced significant refurbishments of McIntosh Court and Toronto Nursing Home. Based on government guidelines, a significant refurbishment involves a minimum investment of $10,000 per residential aged care bed.

Gloucester Residential Aged Care Home - February 2019

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ANGLICAN CARE ANNUAL REPORT 2018/19

38 OUR HIGHLIGHTS

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Our highlights

Sensational Seniors - Hunter Celebrating the incredible diversity and life experiences of our residents and consumers, our Sensational Seniors events were a great hit again in 2018. Young Talent Time legend, Karen Knowles, was the special guest entertainer at the Hunter event. In the lead up to the event, Karen held several Music Therapy for Seniors workshops with people that attend Alkira Respite & Day Therapy Centre. She certainly got the endorphins going at the event with everyone tapping along to some of their favourite songs.

A tangible demonstration of how we are committed to the principle of making ‘every moment matter’ for our residents and consumers.

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Our highlights

Sensational Seniors - Mid Coast Not to be outdone, our Mid Coast event was bigger, louder and more fun than ever. Concert-goers enjoyed the talents of much loved local musician Mick Fetch together with the very gifted students from Taree High School whose line up included dancers, singers and their indigenous dance troupe.

These events give residents and consumers something to look forward to each year – good food, entertainment, fun times, and laughing with friends. We never underestimate the importance of providing opportunities to have fun at Anglican Care.

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Our highlights

Art Therapy paints more than a pretty picture Our ‘Create a Masterpiece’ function in 2018 was a first for Anglican Care. Bringing together 60 consumers from across our home care package program and day centres, everyone was provided with easels, canvases and paint equipment as well as expert tips and advice from Paint Your Town.

Studies conducted all over the world report on the positive effects art therapy can have for the health and wellbeing in the elderly. These include allowing the expression of complex thoughts and emotions, helping to alleviate anxiety and depression, improving motor skills and cognitive functioning, and encouraging discussion and socialising.

Participants had a fantastic day and certainly emerged with their very own masterpieces. We will be continuing to integrate art therapy as a regular activity in our programs.

Our finances "We are committed to ensuring our organisation's long term viability, to ensure that we are able to continue to provide excellent care and a quality lifestyle to seniors throughout the Hunter, Mid and Central Coast regions now and into the future."

Outlined below is a summary of income and expenditure, and assets and liabilities for the 2018/2019 financial year.

Income and Expenditure

Financial Overview

Anglican Care’s income from Government funding increased by 9.6% to $55.6 million, resident revenue increased by 6.0% to $28.7 million and investment revenue was $1.9 million.

Anglican Care has continued to achieve revenue growth during 2019. A summary of the key points for the 2018/2019 financial year are as follows: Income has increased by 8.31% to $87.0 million.

• • •

Our most significant item of expenditure are staffing costs which increased by 7.4% to $52.4 million and represents 66% of Anglican Care’s overall expenditure.

Expenditure has increased by 6.66% to $79.9million.

A profit of $7.1 million was achieved.

Net assets increased by $8.9 million to reach a total of $78.0 million.

Our Income 2018/2019

Our Expenditure 2018/2019

Staff Government Funding

Hospitality Serv

Resident Revenue

Energy

Donations

Depreciation &

Interest

Insurance

Rental Income

Repairs & Maint

Sundry Income

Finance costs

Other expenses

$’000

$’000

Government Funding

55,555

Staff

Resident Revenue

28,682

Hospitality Services

Donations Interest

20 1,900

Energy Depreciation & Amortisation

Rental Income

248

Insurance

Sundry Income

615

Repairs & Maintenance Finance costs Other expenses

44 OUR FINANCES

52,416 6,071 1,611 7,153 512 2,120 472 9,523

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Balance Sheet Total assets have increased by 6.5% to $260.8 million.

Capital expenditure incurred during the year equated to $21.3 million. The value of property, plant and equipment as at 30 June 2019 was $160.5 million.

Total liabilities have increased by 4.0% to $182.8 million.

This is largely due to the increase in the holdings of accommodation bonds/refundable accommodation deposits and ingoing contributions by $4.1 million during the year to $165.1 million.

Our Assets 2018/2019

Our Liabilities 2018/2019

Property, Plant & Equipment

Accommodation Bonds/RAD's

Trade and other Receivables

Ingoing Contributions

Intangible

Trade and other Payables

Inventories

Provisions

Cash

$’000 Property, Plant & Equipment Trade & Other Receivables Intangible Inventories Cash

160,474 4,818 233 81

$’000 Accommodation, Bonds/RAD’s

137,061

Ingoing Contributions

28,002

Trade & Other Payables

13,681

Provisions

4,096

95,242

ANGLICAN CARE ANNUAL REPORT 2018/19

Acknowledgements & thanks Supporting seniors and their families is a privilege afforded to those of us that work at Anglican Care. We thank our employees and team of volunteers for their ongoing dedication and contribution. Their energy, enthusiasm and passion enables us to nurture and maintain relationships with our residents, consumers and their families, that assist making ‘every moment matter’. We would also like to thank the people that have featured in this Annual Report.

GET IN TOUCH for more information P 02 4958 0000 F 02 4950 8156 E accareenquiry@anglicancare.com.au www.anglicancare.com.au Anglican Care Corporate Administration 87 Toronto Rd, Booragul NSW 2284 ABN 94 273 103 460

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