LAST WORD
Last word... Lynne Abercrombie DIFFERENCE IN OPINION
In the previous issue’s ‘Last Word’ column, Margaret Owens expressed her views on village operating models, advocating for a pastoral care model over a service model. Here, Metlifecare’s LYNNE ABERCROMBIE offers a different opinion on the subject.
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argaret Owens’ article in the Last Word in the October/November issue of INsite was an interesting read that certainly provoked some dismay and debate in our team. The views expressed reflect a historic and polarising view of an industry that has evolved and continues to evolve in a climate of ever-changing social expectation and health policy reform. Having moved beyond the disappointment that such views might still be held, we have taken some time to reflect on what our own model looks like. The increasing expectation within social policy to develop strategies and processes that will allow older New Zealanders to remain in their own home, living as independently and safely as they can, is well documented and widely discussed in the sector and broader community. As key stakeholders in the industry, we should be united in providing viable and attractive living arrangements that can assist in that process. The model by which any provider chooses to operate should be guided by that operator’s business values and the desires of the community in which they operate. The two models that Owens proposes each have their merits, and arguably, a place in the industry, but to suggest they are the only models that currently operate, or indeed, that a pastoral model with a strong focus on “doing for” is the best model, is wrong. Metlifecare operates a model that has been developed and refined over many years in the industry and in response to our residents’ and prospective residents’ feedback. We choose a model that empowers our residents to make decisions about their lives.
Values that underpin this model are shared and demonstrated by all staff, led by the village manager. We value a partnership with our residents built on trust, integrity, and a generosity of spirit that ensures a day-to-day relationship that is fulfilling and meaningful. Within the context of that relationship, residents are empowered to live their lives as they choose – independently, with support and assistance or receiving high levels of care. Where they receive that support and care is again a partnership decision in which the wishes of the resident are paramount, albeit that at times they need to be guided by matters of safety and affordability. Contrary to the statement that residents in the “service” model (which by definition Owens would suggest we operate) are less connected to the village, Metlifecare’s recent annual independent research on residents’ satisfaction demonstrated overall 98 per cent level of satisfaction with the services offered and an increase in the sense of feeling connected to their village and relationships with staff and others. The Baby Boomers to whom we will be selling in the future are an informed and empowered consumer group. There is a place in our industry for a range of business models, but we would suggest that underpinning any successful model in the future must be a partnership between resident and manager that recognises the right of the resident to make choices that suit them as an individual. Lynne Abercrombie is General Manager, Operations of Metlifecare Ltd.
Celebrate your
RESIDENTS’ WISHES at Christmas
Have you or your staff been fulfilling the wishes of your residents in wondrous ways? WOULD YOU LIKE TO BE REWARDED WITH $1000? If so, INsite would love to hear from you for the INsite/NZACA Residents’ Wishes competition!
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December 2012 / January 2013 | www.insitemagazine.co.nz
PARTICIPATE IN THE INsite READER SURVEY TO WIN By spending just a few minutes giving us your feedback about INsite, you will go into the draw to win a fabulous summer reading prize pack. See page on right.
THE PRIZE PACK INCLUDES COPIES OF: » Brazil (Michael Palin) » Quotable New Quotes » The Ultimate Vegetarian Collection » Touchstones: A Memoir » Dear Heart » The 20th Century in Poetry The prizes are courtesy of New Holland Publishers, Random House, and Hachette NZ. For more information on these great books, visit: » www.newhollandpublishers.co.nz » www.randomhouse.co.nz » www.hachette.co.nz AGED-CARE & RETIREMENT
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The theme for this year’s INsite/NZACA competition is “A resident’s wish fulfilled”. Send us your fabulous photos of how you or one of your staff members met the needs of your residents this year. It could be anything: organising a social event, offering extraordinary personalised service, or perhaps a field trip with a special purpose. If you fulfilled the wish of one of your residents, we want to know about it!
Entry information »
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Send up to five photos (high resolution), with captions of 50 words of less. Prize money: $1000
Entries via: » »
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Email: editor@insitemagazine.co.nz Post: INsite/NZACA Residents’ Wishes competition, PO Box 200, Wellington 6140 Entries close 15 January 2013 Entries published in INsite’s February/March 2013 issue