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BlueCross Vision & Values Launch
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Meet Willowmeade's Hospitality Superstars
DECEMBER 2023
Page 1 | December 23
Dear BlueCross Community, Reflecting on the past 12 months, I am filled with both a sense of pride and a little “end of year fatigue”, much like many of you may feel. This year brought numerous challenges to the aged care sector, including new Aged Care Reforms, the introduction of Care Minutes & 24/7 RN Reporting, and various other regulatory changes. Additionally, our organisation underwent significant transformations such as the closure of our Darnlee residence earlier this year, all while addressing dayto-day business and ensuring our residents, clients and staff remained our priority. I have always maintained that in order to adapt to the evolving needs of our residents, clients, and staff, we must remain flexible, responsive, and innovative. With that said, I am proud to say that we launched several projects this year including our new BlueCross Vision and Values (page 3), as well as a new Home Care technology system called the BlueCross App (page 6). We also celebrated important events like International Nurses' Day and Volunteers Week, as well as our Central Office relocation to Burnley.
March saw us hosting the renowned Dementia Care Specialist, Teepa Snow, and participating in the Memory Walk in May, where our community raised over $11,000 for Dementia research. Notably, our very own Penelope Marshall (EGM) became the First Aged Care Representative on the National Nursing and Midwifery Board. Renovations and refurbishments have also been a focus, with upgrades to BlueCross Glengowrie and Monterey courtyards, bathroom renos at BlueCross Western Gardens, Scotchman’s Creek, Silverwood and Gardenia, and the recent addition of a reading room at BlueCross Scotchman's Creek (page 15) to name a few. Throughout our residences, uplifting stories have unfolded. The Lexus Melbourne Cup made a stop at BlueCross Riverlea as part of its Australasia tour (page 4), resident Helen McGeorge shared her personal transition into an Aged Care residence (page 14), and the BlueCross Client & Resident Advisory Committee (BCRAC) actively advocated for client, resident, and family engagement with our Board and Executives (page 5). Through all the celebrations and challenges, I am immensely proud of our resilient BlueCross workforce for facing the challenges headon, providing the best possible care to our residents and home care clients with unwavering dedication. While 2023 posed its challenges, it also brought about wonderful and positive outcomes. As we look ahead to 2024, with ongoing commitment and collaboration, I am confident that we can continue ensuring that our ageing Australians have every opportunity to live their best lives. Before the year draws to a close, I would like to extend my heartfelt thanks for your support and commitment to our BlueCross Community. I wish you and your loved ones a safe and joyous festive season.
Page 2 | December 23
NEW VISION & VALUES
We are a trusted partner, offering information and advice with their best interests at heart, and we do this on their terms.
Our Values: BlueCross has been providing aged care services to Embracing Choice: Treating everyone as an older Victorians for 30 years. Throughout this journey, individual with different passions wants and needs we have grown to support more than 2,600 residents to find the way they want to live and helping them and 1,000 Home Care clients with over 4,000 staff achieve this. and 300 volunteers. Be the difference: Feeling empowered to make an impact by going the extra mile and exceeding We are driven by our desire and commitment expectations. to ensure that older Australians, particularly our Better together: Working in partnership as a team, residents and Home Care clients, receive the support, a community, to create valued relationships built care, and opportunities they deserve. To continue to on genuine care and compassion for each other. meet the changing expectations and needs of older Attitude is everything: Choosing the right Australians, we need to adapt and be flexible, while mindset for the day, the task, or the moment to having a clear vision and direction of where we are support each other to live, work and age joyfully. heading as an organisation. It is within this context that we have made the decision to refresh and update our Vision, Mission and Values. We hope you feel as connected and inspired by these words as we do. The BlueCross Vision: Inspiring our community to value and embrace ageing. It's more than our day to day job – it's about shifting perceptions, inspiring each other and our entire community to respect and value older people, recognising their experiences, contribution and embracing all they can offer. Our Mission: We engage and partner with older Australians on their ageing journey when and where they need it.
Guided by these Values, BlueCross will focus on these four Strategic Pillars help achieve our Vision. • Best Practice Care • New Generation Thinking • Connected Community • Dynamic and Inclusive Culture The Vision and Values were launched to our community on 16 November, celebrated through a live-streamed event with colour and brightness across all our sites. Whether it's in our residential aged care, respite or home care services, the BlueCross team are expected to live the Values and inspire our community to value and embrace ageing for future generations.
Page 3 | December 23
BLUECROSS RIVERLEA HOSTS THE ICONIC LEXUS MELBOURNE CUP A remarkable event took place at BlueCross Riverlea, bringing excitement and nostalgia to our residents. The iconic Lexus Melbourne Cup trophy made a special stop on its grand tour at our facility. BlueCross Riverlea was chosen as one of 31 destinations to host the prestigious Lexus Melbourne Cup during its Australasian Tour, as it made its way to Flemington for the Tuesday, 7 November 2023 race. This honour was not just a momentous occasion for our organisation but for the residents, many of whom have fascinating personal ties to the racing industry. The anticipation was palpable as the residents dressed up for a day at the races. The atmosphere was further enlivened by the Paul Gillett
Page 4 | December 23
Jazz Band, which entertained everyone with delightful tunes. And then, without further ado, the Cup arrived, taking its rightful place on the plinth. Lisa Boyle, BlueCross General Manager Operations – Northwest, presided over the formalities and shared heartwarming stories of our residents' close connections to the cup. She also spoke about the punters' activity, a cherished fixture on the BlueCross Riverlea Leisure & Lifestyle calendar for about 16 years, showcasing the enduring passion the residents hold for this iconic event. Representatives from the Victoria Racing Club, Stewart Cook and Elisha Catlow, took to the stage to share the rich history of the cup and details about its worldwide tour while the legendary Greg Miles OAM, a 36-time Melbourne Cup Race-caller, regaled the crowd with his experiences.
As our residents and their family members listened to these fascinating stories, they also indulged in delectable delights from a special morning tea spread. The day's highlight arrived when residents got a chance to get up-close and ‘lift’ the beautiful Lexus Melbourne Cup. For many of the residents, this opportunity was a journey back to their childhood, and they realised that this moment would now become a cherished part of their own history. In the end, the visit of the Lexus Melbourne Cup to BlueCross Riverlea was not just an event; it was a beautiful journey through time and a celebration of the enduring love our residents have for this iconic piece of Australian heritage.
CONSUMER ENGAGEMENT IN AGED CARE
Monica, a resident at BlueCross Elly Kay, reflected on her 17-year tenure and valued her role in representing a younger perspective. And the family voice is also important with Sophie, representing a loved one in BlueCross Ivanhoe, emphasizing the importance of staying involved and contributing the voice of loved ones. BlueCross leaders present on the day, including CEO Ingrid Harvey and Penelope Marshall, the Executive General Manager of Clinical Governance, Risk & Innovation, and Executive Sponsor of BCRAC, expressed their commitment to listening to residents, Home Care clients, and families. Participants were asked to define what engagement meant to them and their responses focused on concepts like interaction, care, connection, and a two-way process. They characterised engagement as energetic and actionoriented, and emphasised the role of a "consumer representative" in bringing about positive change.
BlueCross' commitment to consumer engagement took centre stage in October as we teamed up with the Health Issues Centre (HIC) for an insightful event at BlueCross Box Hill on the importance of client, resident and family engagement.
In late November, a second event occurred involving BCRAC members, BlueCross Board Members, and Executive representatives. Facilitated again by HIC, this interactive session emphasized equal participation, encouraging participants to share views and ideas. Key outcomes included promoting collaboration, understanding the priorities of all groups, and identifying common ground and shared priorities for the upcoming 12 months.
Lead by Consumer Experience and Engagement Advisor Bridget Howes and Feedback Coordinator Sue Nelmes, and facilitated by Katherine Burnard from the Health Issues Centre (HIC), this event also emphasised the ways in which we can advocate for consumer needs, and the benefits of organisational committees like the BlueCross Client & Resident Advisory Committee (BCRAC). During the session, BCRAC participants shared their motivations for joining the committee and their personal experiences, providing valuable insights into the value they add. Some examples include the ability to create twoway communications, contribute to the wellbeing of others, opening up broader conversations with a variety of people from different backgrounds, and the opportunity to contribute to a better way of doing things.
Each session clearly demonstrates that BCRAC plays a pivotal role in facilitating meaningful engagement, ensuring that the voices of those who matter most are heard. The committee's unwavering dedication has already led to positive change and has enhanced the lives of all involved, benefiting the broader BlueCross community. For more info on BCRAC or how to become a member, please email bcrac@bluecross.com.au
Page 5 | December 23
CONTINUING SUPPORT AFTER RESPITE CARE The process of transitioning from respite care to receiving home care services or moving to permanent residential care can be daunting, but offers numerous benefits for care recipients and caregivers. BlueCross' General Manager Consumer Acquisition, Tara Backman-Apap, shares insights into post-respite support. “BlueCross HomeCare services include personalised care plans, promoting independence and autonomy. Remaining in the home ensures emotional well-being is enhanced, and, in some cases, Home Care services can be more costeffective. Our flexible Home Care plans are tailored to meet specific needs, with a team of familiar caregivers ensuring continuity of care.
Medical intervention, access to allied health teams, and professional support all help to contribute to a comprehensive residential care approach. "While the autonomy to choose how you want to live is also fundamental in the BlueCross model of care. "Given both Home and Residential Care can relieve family caregivers and help to prevent burnout, the decision to transition should be based on a thorough assessment of individual needs, preferences, and support levels. Input from the individual and their family, along with available resources, is crucial. Each situation is unique, and benefits vary accordingly." If you would like to discuss your situation with a BlueCross Advisor, please call 1300 133 414.
“On the other hand, transitioning from Respite Care to permanent Residential Care provides residents with 24/7 support, specialised services for complex medical conditions, social interaction, and access to many activities."
NEW HOME CARE TECHNOLOGY Clients can view their schedule up to three months in advance and drill down into details including, start and finish times, key contacts, expected rates charged, and intended services to be delivered. Clients are notified an hour before their visit and loved ones can see when a support worker has checked in and is actively completing the visit.
In October, the BlueCross HomeCare team launched the BlueCross App, a new technology platform for Home Care clients. The BlueCross App has many benefits for clients and their loved ones including being able to see upcoming schedules, budgets, and statements. Page 6 | December 23
The new system coincides with new itemised statements for clients to check against services delivered. The system overall will provide a much more transparent and responsive service for clients and their loved ones as well as providing staff with more time to care. To find out more about the BlueCross App, chat to your BlueCross HomeCare Advisor or call 1300 133 414.
'LIVING MY BEST LIFE' IN RESIDENTIAL AGED CARE
BlueCross Grossard Court resident, Jim Lalor, says the best thing about living in residential aged care on Phillip Island is the people you live with. “They always have such great stories!” says Jim. Jim has been at BlueCross Grossard Court for over a year now due to realising it was getting harder and harder for him to live by himself at home. There is too much danger at home,” he said. “I can’t live there. I fell over three times taking the rubbish bins out and knew that I needed more help.” Now that Jim is settled at Grossard Court he can see all the benefits it offers. “It’s a great place to live,” he said. “My bed gets made, my laundry gets done, my meals are cooked for me, the shower is terrific and I have all my nick nacks around me. I always come out for breakfast as it’s the best meal of the day. I’ll then join the daily exercise classes. “After that I might play some pool or often, on a fine day, I’ll head into town on my scooter which I keep in the shed. The scooter gives me that independence that I need.” Jim also goes on to explain that of great comfort is the 24 hour care he receives.
“If I need a doctor, it will be arranged, if I need a script filled out, it will be arranged, if I need a haircut it can be arranged. Everything is on call and the staff are so lovely, I can’t fault them.” While Jim has everything he needs, the times he enjoys most is chatting with the other residents. “I have found that I am most interested in other peoples’ stories and everyone has such great stories,” he beamed.“I often sit with a lovely lady called Marge. Marge grew up in the area on a farm with sheep. “She talks about riding horses and getting to school on her motorbike. I love her stories. There are lots of people like that all with terrific stories.” For more information on residential aged care at BlueCross Grossard Court, please contact Jo Hackett on 0437 900 129. Page 7 | December 23
BLUECROSS LEADERS CONNECT In September, 67 members of the BlueCross Senior Leadership Team (SLT) gathered for their second quarterly meeting. The session included an insightful discussion on 'Dignity of Risk' and how we balance a duty of care with consumer choice and decision making.
'Dignity of Risk' strongly aligns with BlueCross values, in particular the value of Embracing Choice.
Subject matter expert Jane Boag spoke to the concept and encouraged the team to foster a culture where risks are taken to create value and quality of life, within the boundaries of regulations and legal requirements.
Overall this wasn't just a meeting; it was a blend of learning, camaraderie, and vibrant fun, embodying the essence of BlueCross' commitment to excellence and continuous improvement.
The day then took a lively turn as teams were allocated and undertook an Amazing Race style activity throughout the city.
ALLIED HEALTH UPDATE BlueCross underwent a transformative change to our model of care in late 2022, which revolutionised our Allied Health services. Transitioning from a pain management focus, we now provide diverse proactive therapeutic programs tailored to residents and Home Care clients, individual needs and helping them achieve their goals. Our skilled physiotherapists and occupational therapists collaborate with residents and clients to create personalised treatment plans, offering both group sessions and individual interventions to enhance well-being. This shift enables us to deliver high-quality, individualised care, elevating the resident experience for a healthier, more fulfilling lifestyle. Page 8 | December 23
According to BlueCross Allied Health Manager, Conan Burch, "Our physios and occupational therapists play a crucial role in promoting healthy ageing and helping residents and clients achieve their therapeutic goals, whether big or small. “It's an honour to be part of the amazing work our allied health teams do every day, witnessing their dedication and care, and sharing in the residents and clients success stories." For more information on Allied Health support please call 1300 133 414.
NURTURING GRADUATE AGED CARE NURSES In early October, BlueCross welcomed our first cohort of graduate nurses to our 'O-week' induction program, demonstrating a strong commitment to setting our graduates up for success. These nurses also receive the opportunity to join the Aged Care Transition to Practice program, a collaboration between BlueCross and the Australian College of Nursing. The BlueCross Graduate Nurse Program offers a supportive environment with multifaceted learning and development opportunities, tailored to nurture aspiring nurses as they transition from student to professional, with a specific focus on aged care. Recognising the need for a skilled nursing workforce, we introduced this program to support recent graduates in an environment that fosters professional growth and job satisfaction. This program not only aligns with our strategic priorities of recruitment, retention, and supporting our staff, but it also reflects our commitment to fostering innovation in aged care and nurturing future nursing leaders.
“Investing in the next generation of nursing professionals is pivotal for the future of aged care. 'O Week' provided graduate nurses with a unique opportunity to connect with the BlueCross community and gain essential knowledge and skills,” said Robyn Stevens, BlueCross GM Organisational Capability & Talent Acquisition. The BlueCross Graduate Nurse Program embodies a holistic approach to nurturing nursing talent and ensuring high-quality care for residents. With its focus on specialised aged care, leadership, and dementia care, we are committed to meet the evolving demands of the aged care sector and delivering quality care, one dedicated and engaged nurse at a time.
Page 9 | December 23
VANILLA LAMINGTONS WITH LEMON CURD AND CREAM INGREDIENTS
SPONGE • 6 eggs • 1 cup caster sugar • 1/3 cup cornflour • 1/3 cup self raising flour • ½ cup plain flour LEMON CURD • 60g butter • ¼ cup fresh lemon juice • ¼ cup caster sugar • 1 egg ICING • 3 cups icing sugar • ¾ cup warm milk • 20g butter, melted • 2 cups desiccated coconut • Whipped cream
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METHOD 1. Grease and line a Lamington tin. Preheat the oven to 180°C. 2. Break the eggs into a mixing bowl and beat on high until thick and creamy. Slowly add the sugar. 3. Sift all the flours together and gently fold into the egg-sugar mix. Pour into the prepared tin. 4. Bake for 35-40 minutes. Cool in the tin for 5 minutes and then turn out onto a cake rack to completely cool. 5. To make the curd, cut the butter into small cubes and place in a small saucepan, add the remaining ingredients. Place the pan over a medium heat and continually whisk until it starts to thicken and will coat the back of the spoon. Do not let the mix boil. Remove from the heat and continue to whisk for a few minutes. 6. Pour the curd into a bowl. Stir every now and then to cool evenly. 7. Cut the cake into desired sized squares. 8. Place the coconut into a large bowl. 9. To make the icing, place the icing sugar in a bowl, make a well in the center and add the butter and 2/3 of the milk. Mix well. Add the remaining milk to get a smooth thin icing. 10. Dip each piece of cake into the icing, making sure it is all covered and roll in the coconut. Place on a lined tray. Continue with the remaining cake squares. Let it set. 11. To fill, cut each cake in half, either pipe or spread some lemon curd on the bottom half, pipe some whipped cream on the curd and place the top half of the cake on. Repeat to complete all cakes. Place on a serving platter and enjoy.
MEET WILLOWMEADE'S HOSPITALITY SUPERSTARS “The most rewarding aspect of my job is the daily connections we get to have with our residents, becoming a part of their lives, and having the privilege of getting to know them. What motivates me is the opportunity to continually learn and grow, as well as being supported by my amazing coworkers within the housekeeping/laundry team here at BlueCross Willowmeade,” said Lisa.
With 12 years under her belt at BlueCross Willowmeade, Helen Francis oversees the daily operations of the fast-paced laundry department. Time management is crucial for Helen to meet demand, and her responsibilities include sorting and distributing linens, maintaining infection control protocols, and ensuring machinery functions optimally.
Mandy Heather, BlueCross Willowmeade Residence Manager, had only high praise for the two superstars. “With over a decade of dedicated service, both Helen and Lisa have significantly contributed through their respective roles, making valuable contributions to both residents and the team. They are among my most valued team members consistently going above and beyond to ensure our residents receive the best possible care every day.”
“My duty of care to our wonderful residents and the relationships I have formed over the years prompts me to take extra care with residents’ personals and textile items. From labelling entire wardrobes of clothing to organising wardrobe space for our residents… no task is too big,” said Helen. Her motivation stems from residents' heartfelt appreciation for what she does. Helen’s favourite moments are the personal connections with residents, stopping for chats, listening to their stories, and sharing in simple pleasures like discussing recipes. Lisa McColl has been at BlueCross Willowmeade since its doors opened 14 years ago. Working in the Housekeeping Department, as well as a Health and Safety Representative (HSR) for the residence, Lisa says that no two days are the same. Her daily activities involve maintaining cleanliness in residents' rooms and the overall environment, and as the HSR, Lisa’s role is dedicated to ensuring the safety of the residents and staff. Page 11 | December 23
BLUECROSS HILLTOP'S SPECTACULAR DIWALI AND DASHAIN CELEBRATION BlueCross Hilltop hosted a Diwali and Dashain celebration that featured various activities, including traditional dances, presentations, a diverse array of sub-continental cuisines, games, and more. The event beautifully showcased the rich tapestry of cultures and traditions within the community.
KARINYA GROVE RESIDENTS BAKE DELICIOUS MEMORIES!
Eunice at BlueCross Karinya Grove, a Pavlova pro, shared her expertise during a lively Pavlova-making session with a group of ladies while reminiscing about past baking experiences. Amidst laughter, they exchanged tips on ingredients and egg white techniques. After baking the Pavlova, the residents reconvened in the afternoon to savour their delightful creation.
Page 12 | December 23
PICKLE-MAKING TRADITION BlueCross Baradine’s pickle-making tradition is a throwback for residents who love pickling to prevent food waste and have preserved goods for winter. This much-loved activity takes place every four months or so, with families and staff contributing jars. Orders start pouring in even before the pickling process begins, and residents take pride in the popularity of their pickles. All proceeds go towards buying more ingredients. Baby tomatoes have just been planted, and tomato chutney is next on the list for our wonderful picklers.
A TRIP DOWN MEMORY LANE
BlueCross Glengowrie took a trip down memory lane during their 2023 Extravaganza, celebrating the theme Dance Hall Days of the Past. Residents and their families joined in for a day filled with nostalgia and fun. Residents were then treated to a delicious High Tea with homemade scones, brownies, sausage rolls, finger sandwiches, and more.
Page 13 | December 23
JOURNAL FROM THE HEART BlueCross The Gables resident, Helen McGeorge has penned an honest and heart touching journal about her personal transition into an Aged Care residence. Here is an excerpt from Helen’s journal.
“The sale of my three-bedroom, free standing unit, and its garden which I had planted and tended lovingly, and the culling of its furniture was painful and exhausting but, in the end, possible. With a lot of help from the children, friends and a few recommended professionals it was done, and the Unit was sold. Life was certainly easier in many ways but the walks to and from shops which I imposed on myself for exercise became rapidly too hard and I realised that “the move” itself had taken a toll on my ageing body and confidence.
The hoped-for increase in visits from children and grandchildren didn’t eventuate and I questioned whether my decision to move closer to them rather than stay near my friends and my church had been the right one.” Twelve months in, Helen is settling in and finding her feet."I find myself looking back on the rather traumatic few years just gone with immense gratitude to those who have walked with me on the journey, for my relatively intact set of “marbles”, and for the carers and nurses who deliver the friendly, patient care in the Residence that has become my final home." To read Helen’s full journal, go to www.bluecross.com. au/news/
INTERNATIONAL VOLUNTEERS DAY - 5 DEC '23 Presenting some of our fantastic BlueCross volunteers! We extend our sincere thanks to all our volunteers for their outstanding contributions and unwavering dedication. Your efforts are greatly appreciated.
Page 14 | December 23
BLUECROSS CEO CONTRIBUTES TO BIG MOMENTS As an expert in aged care, BlueCross CEO Ingrid Harvey had the pleasure of contributing to Melisa Sloan's latest book, Big Moments. In the Life Goes Full Circle chapter, Ingrid shared invaluable insights on navigating pivotal moments, especially when it comes to caring for an ageing parent and making decisions about residential care. As Melisa wisely puts it, life is a series of big moments, filled with joy and excitement. Yet, each of these moments carries risks if you're not adequately prepared. Big Moments is a guide to manoeuvring life's challenging crossroads and avoiding common mistakes.
Advice was also provided on how to navigate the system, and having difficult conversations with loved ones. “It was a pleasure to be with so many inspiring people and sharing my learnings and knowledge of the Aged Care Sector so older Australians can choose to live their best life. I hope Melissa’s chapter, Life Goes Full Circle can in some way provide comfort in what can be an extremely emotional time,” said Ingrid.
At the official book launch recently, Ingrid had the pleasure of addressing the guests on the Aged Care Sector, including the demographic shift and demands on Aged Care in the future.
BLUECROSS SCOTCHMANS CREEK NEW READING ROOM A reading room has recently been created at BlueCross Scotchmans Creek. Kate Naseri, the Head of Major Projects at BlueCross, shared the inspiration and vision behind the project. “The Major Projects team at BlueCross is dedicated to enhancing the use of underutilised spaces to improve the experiences of both residents and staff within our residences. We identified a generously sized room adjacent to a resident's room, previously utilised as storage by the Leisure & Lifestyle team. This arrangement was less than ideal, as due to the layout of the residence,the resident's room door opened directly into this storage space instead of a corridor.
"The space has now been repurposed into a quiet reading and activity room. Here, residents can relax, read, work on puzzles, or engage in light activities. This redesign not only reduces noise and disturbance for the nearby resident but also provides an additional common area for all residents to utilise and enjoy.”
"To rectify this, we decided to transform this space into a beneficial area for the adjacent resident and a communal space for all residents to enjoy. In collaboration with the Operations team at Scotchmans Creek, the room was emptied, and our Design & Styling Manager carefully selected furniture and decorative items and styled the room. Page 15 | December 23
HOME CARE SERVICES Government-funded and private home care services to keep you living your best you. For more details, visit www.bluecross.com.au/home-care
TELL US WHAT YOU THINK
M A D E W I T H 1 0 0 % R E C YC L E D PA P E R Page 16 | December 23
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