integratedliving Annual Report 2021/22

ANNUAL REPORT 2021 2022

– Harold Kushner

CARING ABOUT OTHERS, RUNNING THE RISK OF FEELING, AND LEAVING AN IMPACT ON PEOPLE, BRINGS HAPPINESS.

FUNDING ACKNOWLEDGEMENT

integratedliving Australia Ltd is supported by funding from the Australian Government and State Governments of New South Wales, Queensland, Tasmania and Victoria.

ACKNOWLEDGEMENT OF COUNTRY

integratedliving respects and honours First Nations Peoples as the Traditional Owners and ongoing custodians of the land. We recognise their connection to culture, community and Country and commit to building a brighter future together.

OUR SUPPORTERS

WE ARE VERY GRATEFUL TO OUR SUPPORTERS WHO DONATE FUNDS OR SUPPLIES TO COMMUNITY EVENTS, AND WHO DONATE OR LEAVE A GIFT IN THEIR WILL TO INTEGRATEDLIVING AUSTRALIA.

POLICY STATEMENTS

integratedliving encourages and supports a culture of embracing change which enables individuals to focus on growing and building on their individual successes.

integratedliving empowers individuals to believe in dreams and realise possibilities when setting goals to participate in a meaningful and active life.

integratedliving celebrates differences through respecting, and acknowledging the individuality of people and communities, the dignity of culture, uniqueness of family, and the importance of connections.

integratedliving believes in the potential of individuals, providing opportunities, enabling choice, and understanding the connections of our people.

About Us

OUR VISION

Better health outcomes for people who are ageing and/or living with chronic conditions in regional, rural and remote Australia.

OUR CORE PURPOSE

Facilitating health and wellbeing options for older people in regional, rural and remote Australia to enable people to live, feel and be well where they choose.

OUR VALUES

Our values provide a platform for individual, team and organisation attitudes and behaviours, the way we work and interact with people.

DIVERSITY

We will recognise the value and benefits of diversity, whether in gender, age, ability, language, ethnicity, cultural background, sexual orientation, religious belief or family responsibilities.

INTEGRITY

We will adhere to moral, ethical and legal codes of behaviour which in part are focused on trustworthiness, honesty and accountability.

RESPECT

We will respect each individual’s choices, decisions, rights and responsibilities, privacy and confidentiality.

UNITY

We will be unified by our agreed vision, mission, values and philosophy; although we are individuals we will act as one team and one organisation.

EQUITY

We will act fairly, impartially and with a non-discriminatory approach, being equitable in all our communications and undertakings.

CEO and Board Chair Report

Despite the ongoing challenges of the COVID-19 pandemic and natural disasters, this year integratedliving has remained focused on achieving impact and alignment with our vision – better health outcomes through increased access to services for regional, rural and remote communities. Our focus has been on delivering growth in funding, new systems, and continued progress in our journey towards building an integrated health care service model providing access to services as needed. We undertook a soft launch of our innovative Core by integratedliving service – delivering holistic, integrated and digitised personal health management services for clients in three trial locations.

We invested expertise and funding in new models and research, welcomed a physician to our team, continued to develop our clinical governance framework, and mapped alignment of standards to continue to build our capability, ensuring clients have access to informed decisions about their care.

Valuing the importance of partnering with clients and carers, especially through the pandemic, we established a Partnering in Healthcare Framework and welcomed four senior consumer partners. The panel provides a platform for the voices and perspectives of diverse clients, carers and families in problem solving and decision-making to continuously improve the safety and quality of services. Our aim is to build and strengthen connections and relationships and to seek to understand what matters most for communities.

The annual Client Experience Survey is another quality improvement activity at the service level aiming to understand the experience clients have with our staff and us as an organisation. The survey provided us with important insights into areas where we have improved, as well as

opportunities for improvement. The survey results will be available on our website, so our progress is transparent.

We maintained connections to local communities through virtual services, wraparound local services, partnering with local providers, and continuing to support both staff and clients to remain part of the social fabric of their communities. For example, in early 2022, the Wellness team launched the Virtual Wellness Services with the new Digital Dialogue program providing connection for more than 200 clients enrolled. This program will enable clients to enjoy the many virtual services on offer to improve their health, whilst a partnership to provide nutritionally designed and conveniently delivered meals also commenced this year and has proven to be a huge success.

As a leading provider of in-home services across regional, rural and remote Australia we raised awareness of issues experienced by the communities we serve and advocated for policy change through a number of national forums from service design, assessment, classifications and funding models, system changes, governance and regulation of the sector, and digital transformation. We were invited to present at many national conferences and webinars on a range of issues, from our new service model, digital enablement and workforce issues.

We welcomed a new Chief Information Officer to help us build systems capability to achieve our vision of integrated, digitally enabled health care and improved digital experience for both clients and staff.

We announced a functional review with changes in our executive portfolio designed to ensure we have the organisational capabilities to deliver our strategy, improve organisational effectiveness, and enhance the way we work together.

Welcome to our Annual Report for the 2021/2022 Financial Year.

CATHERINE DALEY Chief Executive Officer DOUG KIMBERLEY Board Chairperson

This year, integratedliving’s Board also made the decision to conclude NDIS and VHC services to focus on growing our area of expertise with older Australians and remains committed to delivering health and aged care solutions to people living with chronic and complex health needs in regional, rural and remote communities. We thank the staff involved in making this such a smooth transition.

The Board also undertook a number of review processes including delegations, governance frameworks, realignment of subcommittee structures, and a recruitment process, with two new Directors, Prof Susan Brandis commencing in a casual vacancy from 1 July 2022 and Dr Sid Vohra to join the Board at the AGM later this year.

Of course, the year did not unfold the way many of us were hoping for as COVID-19 continued to impact our lives. The aged care and health sectors remained under enormous pressure with Public Health Orders and mandatory vaccinations, COVID testing difficulties, and devastating flooding in two states. Supply chains continued to be adversely affected and deterioration in global financial markets also adversely impacted our investment portfolio.

Workforce shortages continued to inhibit our ability to meet the demand for services despite redirecting workforce effort; pivoting to virtualised services where practicable; utilising multi-disciplinary teams; partnerships with bulk recruiting agencies to support our recruitment program, new approaches with the creation of our ‘Day in the Life’ series of infographics, on-boarding and orientation programs, mentorship, training and development, and leadership capability programs; recognition programs; and endorsement against the ‘Circle Back Initiative’.

These pressures have resulted in a loss position this financial year, whilst over the last three years of bushfires, floods and COVID, our position remains positive.

We would like to thank each of our valued team members for the care and support you provide to our clients, and each other, every day. Your compassion and connection to purpose supports our vision to improve health outcomes in the regional, rural and remote communities we serve. You enable us to meet our commitment to addressing the equity gap in access to health services that people outside metropolitan areas currently face. Working within the health and aged care sector, dedicated to improving the wellbeing of older Australians, is an important and noble profession, and we celebrate, and value you, and all that you do, to make a difference every day. You can read more about our long serving staff and the Values Based Awards recipients nominated by clients and colleagues on page 17.

We would also like to acknowledge and thank our communities, strategic partners, research partners, and funding bodies who support innovation and trialling new service models to support regional, rural and remote communities.

We look forward to a focused future, where we continue to impact health outcomes in regional, rural and remote communities and influence policy change: to improve accessibility, integration of the range of services and funding available to communities; and ensure a skilled, capable workforce to deliver services, whether through face-to-face or virtual models.

Stay well, Catherine Daley and Doug Kimberley

Our Services

integratedliving supports clients to live, feel and be well. We focus on delivering better health outcomes for Australians in regional, rural and remote communities through offering a range of aged care and integrated, digitised personal health management services to people living with chronic conditions.

Our range of services include:

CORE BY INTEGRATEDLIVING®

Our new service delivery model delivers integrated, digitised personal health management services to people who are ageing and living with chronic conditions.

HELP AT HOME

Friendly staff will come to your home to help with the services you need, including personal care, home upkeep, home modification, transport, aids and sensors, meals and cooking, medication support and the Crowded House program (helping you live a life less cluttered).

HEALTH SERVICES

Delivered by expert staff, these services are aimed at supporting clients to stay living an active and independent life. Services include nursing, palliative care, podiatry, occupational therapy, dietetics, psychology, telehealth, short term restorative care, physiotherapy, dementia care and social work.

WELLNESS FOR

PROGRAMS

INDEPENDENCE®

These programs are designed to keep clients feeling well and living independently in their own homes. Our suite of Wellness for Independence® programs include Cardiac Wellness, Digital Wellness, Foot and Diabetes Wellness, Low Vision Wellness, Memory Wellness, Palliative Wellness, Respiratory Wellness, Mind and Body Wellness and Nutritional Wellness. With an emphasis on the prevention and management of chronic health conditions, these programs can be done in-person or virtually.

SOCIAL SUPPORT AND RESPITE CARE

A suite of social support and respite services that help clients stay socially connected and provide respite support for those who care for others. Services include social support calls, social outings, home visits, respite care, respite cottages and our Activity Classes.

EXERCISE

Exercise classes and programs aim to improve client’s strength, balance, mobility and fitness. We offer classes for everyone, with the convenient option of bringing the instructor into client’s homes via our virtual classes. We also provide excellent rehabilitation and one-on-one exercise physiology programs, in-person and virtually.

Core by integratedliving

After many years of development, this year we were excited to progress Core by integratedliving – a new service delivery model delivering integrated, digitised personal health management services to people who are ageing and living with chronic conditions. A soft launch took place in three regions in Queensland –Gold Coast, Wide Bay and Sunshine Coast in November 2021. Core by integratedliving is part of a three-year, independently evaluated Integrated Health Systems Demonstrator (IHSD) program aiming to bring health care providers and integratedliving’s services together to form a wrap-around network of support for clients.

Core by integratedliving will adopt a personcentred focus by taking into consideration each client’s desires, values and needs, and partnering with clients to develop care solutions that enable them to live a healthier life in their community.

Each client will be allocated a Personal Health Partner who will work collaboratively with them and the rest of their multi-disciplinary Personal Healthcare Team to develop a Personal Health Management Plan. The plan will be reviewed and updated as clients’ health care needs change to ensure services are targeted, with a focus on prevention and health maintenance. Services will be delivered both online via the Core App and on-location (e.g. at home).

Launching next year, the Core App is a personal health companion application making communication and health management easy, at home or on the move. The Core App will connect clients, their Personal Healthcare Team and their loved ones anytime and anywhere. It will help clients interact with their Personal Healthcare Team to achieve their health goals; participate in virtual health and wellbeing services, including remote monitoring and triage; view their calendar of integratedliving services and reminders, reschedule or request a new service; and join a virtual community group for activities, conversation and more!

Rising to the Challenges

This year, we have continued to face significant challenges –with many of our regions in New South Wales and Queensland impacted by flooding in early-mid 2022 as well as the continued impact of COVID-19.

From July 2021, significant COVID-19 outbreaks commenced across the country which saw the start of extended lockdowns in New South Wales and Victoria, the ACT and Queensland. A new PPE requirements matrix was developed to help frontline staff understand PPE requirements for each alert level.

As the year progressed, lockdowns continued as the Delta variant spread into regional, rural and remote parts of the country and in October 2021, State and Territory governments started to issue Public Health Orders mandating COVID-19 vaccination for in-home aged care workers.

For many of our clients and staff, the Christmas and New Year period was not what we were hoping for, with family and friends affected by COVID-19, and gatherings cancelled or postponed.

It is a credit to our people that we have been united throughout this most difficult time, and we thank our staff for the commitment they have shown to meeting the various vaccination and other mandates that were required of them. We also thank our clients for their patience during such uncertain and challenging times. As vaccination rates have risen across the year, it is encouraging to see our communities gradually returning to a ‘new normal.’

A Healthy Partnership

This year, after an extensive review and successful trial in Ballina, we have chosen Lite n’ Easy to partner with as our home meals provider. We have received positive feedback on the range of menu options, the reliability of deliveries, the convenience, the freshness and quality of the food; and the fact the meals have been nutritionally approved.

Reflecting our commitment to delivering holistic and integrated wrap-around services to people who are ageing and living with chronic conditions; specialist dietetic advice and special diet meals are also available for integratedliving clients.

The carefully packaged healthy meals are prepared by expert chefs to help to improve health and wellbeing. Safe, no-contact delivery direct to clients’ doors has also been an important consideration for many during the pandemic.

Across the year, we have worked with each of our clients to help them transition to either Lite n’ Easy or an alternative preferred supplier, with more than 200,000 meals being delivered this financial year.

Consumer Partner Panel

We value the importance of partnering with clients, carers and families. While many other organisations reduced or stopped collaboration with consumers during the pandemic, we established our Partnering in Healthcare Framework and welcomed four senior consumer partners.

Stephen, Sim, Andrea and Mathew are engaged as Senior Consumer Partners and completed over 65 service requests. This includes being involved with designing, testing and evaluating new service offerings and technology.

Stephen Peterson, the inaugural Senior Consumer Partner, said “As a consumer partner I’m asked to share my knowledge and insight. integratedliving respects my lived and professional experience. There is an increasing trend in the healthcare sector to partner with consumers. This helps shape and drive improvement in policy and practice. Now with its consumer partner panel, integratedliving is at the forefront of this trend.”

People

This year, our team of over 1,100 staff have demonstrated ongoing resilience as we worked to overcome the challenges of the global COVID-19 pandemic, remain connected with our clients and communities, and respond to natural disasters including major flooding events.

The annual Employee Service Awards celebrate our staff who have reached milestone years of service. This year we acknowledged and celebrated 94 awardees, consisting of; 64 people celebrating 5 years, 15 people celebrating 10 years, 11 people celebrating 15 years, one person celebrating 20 years, and three people celebrating 25 years.

A special mention to our 25 year awardees; Ingrid Allen (Registered Nurse, Ballarat), Janine Burke (Support Worker, Hobart) and Maree McKenzie (Registered Nurse, Ballarat). Maree, Janine and Ingrid were each acknowledged by their teams for their outstanding dedication and skills, and their exceptional rapport and outcomes with clients.

Congratulations to you all and thank you for your ongoing dedication to integratedliving and for supporting our clients to stay living well and independently.

The Values Based Awards and CEO’s Principles Based Awards programs offer us an opportunity to recognise staff who embody integratedliving’s organisational values. These awards showcase staff who live our values every day – in the way that they work, through their interactions with others, and in their general daily conduct.

integratedliving’s values and principles are the essence of our identity and the annual awards are an important opportunity to recognise and reward excellence in our employee and volunteer workforce.

Values Based Awards

This year’s winners are:

DIVERSITY

Recognises someone who encompasses and promotes the value and benefits of diversity, whether in gender, age, ability, language, ethnicity, cultural background, sexual orientation, religious belief or family responsibilities. They demonstrate their commitment to the organisation and to clients and advocate and supports others to do the same.

INTEGRITY

Acknowledges a staff member who goes above and beyond to adhere to and demonstrate moral, ethical and legal codes of behaviour. They are an advocate for integrity and focus on trustworthiness, honesty and accountability.

RESPECT

Recognises a commitment to respecting individual’s choices, decisions, rights and responsibilities, privacy and confidentiality.

UNITY

Recognises a commitment to integratedliving’s agreed vision, mission, values and philosophy. They are someone who fosters team work, leads by example and influences individuals to act as one team and one organisation.

EQUITY

Recognises someone who acts fairly, impartially and with a non-discriminatory approach. They are equitable in their work and in communicating with staff and clients.

LEADERSHIP

Acknowledges someone who shows courage and commitment to advocate for others, leads by example and motivates others to do the same.

Fatimah Lesiguez

Breanna May

Tonya Sargeant

Vidya Gopinath

Sophie Elphick

David Rose

CEO’s Principles Awards

CUSTOMER FOCUSED

Acknowledges the ability to guide and assist our clients and demonstrate great knowledge of our products and services. It is for someone who shows empathy for our clients’ situations and creates a personal and positive experience for clients while remaining professional and goal-oriented.

SOLUTIONS DRIVEN

Acknowledges a leader who evaluates facts and makes decisions aligned with integratedliving’s goals. They are someone who thinks strategically, completes projects and leads change.

QUALITY AND SAFETY

Acknowledges a passion for clients, quality and problem solving. It is for someone who helps create a culture of turning problems into opportunities and has a strong sense of responsibility towards the organisation’s health and safety.

PROFESSIONAL AND COMMITTED

Acknowledges someone who is goal-oriented and who strives to complete tasks. It is for someone who holds themselves accountable and works to resolve issues. They are polite, display self-assurance and demonstrate reliability, especially when interacting with clients.

“I have been at integratedliving for just over four years now. I enjoy my work environment and the diversity of every day. Being able to know I am not only assisting our elderly clients to stay within their homes but being able to support and lead a team makes every day enjoyable.”

- Sophie Elphick

“I have worked at integratedliving for almost two years and it’s the people and the purpose that brings me back each day. I get to work with passionate people who all want to make a difference to the lives of others.”

- Vidya Gopinath

This year’s winners are:

Allison Gordon Jan Mason

Chelsea Simpson

Vicki Brooks

Ashleigh Ford

integratedliving’s Feedback Philosophy

At integratedliving, we adopt a person-centred philosophy which extends to the feedback process. We achieve person-centred care by developing partnerships between clients and staff at the direct, service and system levels.

In December, integratedliving updated its processes for receiving and managing feedback from clients, their carers and family members/representatives. This has included setting regular contact points to ensure clients understand how important their feedback is to us. integratedliving has also implemented automation and tools to assist staff with having the right conversations with clients, helping to drive timely actions and capture learnings.

The annual Client Experience Survey is one of the quality improvement activities at the service level aiming to understand the experience clients have with our staff and us as an organisation.

This year, the survey was distributed to 14,099 people who had received a service from integratedliving, within the last twelve months. Surveys were distributed via post with options to complete either in hard copy and return via post or online via a link on our website.

A total of 3,090 survey responses were returned. Most survey respondents:

• Receive aged care services (69%).

• Have been receiving services for less than 3 months (36%).

• Are based in New South Wales (46%) or Tasmania (24%).

The overall ratings and recommendations are summarised below:

HOW WOULD YOU RATE THE OVERALL QUALITY OF OUR STAFF?

HOW WOULD YOU RATE THE OVERALL QUALITY OF OUR SERVICE?

HOW WOULD YOU RATE INTEGRATEDLIVING’S COMMUNICATION?

4.6 AVG 4.4 AVG

4.6 AVG 4.4 AVG

HOW WOULD YOU RATE INTEGRATEDLIVING'S COMMUNICATION?

HOW WOULD YOU RATE INTEGRATEDLIVING'S COMMUNICATION?

HOW WOULD YOU RATE INTEGRATEDLIVING'S COMMUNICATION?

HOW WOULD YOU RATE THE LEVEL OF SUPPORT PROVIDED BY INTEGRATEDLIVING?

HOW WOULD YOU RATE THE LEVEL OF SUPPORT PROVIDED BY INTEGRATEDLIVING? HOW WOULD YOU RATE INTEGRATEDLIVING'S OVERALL RESPONSE TO COVID-19?

HOW WOULD YOU RATE THE LEVEL OF SUPPORT PROVIDED BY INTEGRATEDLIVING? HOW WOULD YOU RATE INTEGRATEDLIVING'S OVERALL RESPONSE TO COVID-19?

HOW WOULD YOU RATE THE LEVEL OF SUPPORT PROVIDED BY INTEGRATEDLIVING? HOW WOULD YOU RATE INTEGRATEDLIVING'S OVERALL RESPONSE TO COVID-19?

HOW WOULD YOU RATE INTEGRATEDLIVING’S OVERALL RESPONSE TO COVID-19?

The survey provided us with important insights into areas where we have improved since the last Client Experience Survey was undertaken as well as opportunities for improvement.

feel staff listen (96%), are respectful and show interest in them as a person (98%) and communicate in a way that they can understand (97%). When survey respondents identified gratitude to a specific staff member, this information was also shared with their direct manager. Staff listen to clients and consider their best interests

Staff treat clients with respect and show interest in their lives

Staff communicate clearly with clients

This year we have continued to innovate and make new connections and partnerships in pursuit of our vision of providing health and wellbeing options for older people in regional, rural and remote Australia.

To not only realise innovation, but also be recognised by industry peers – particularly during the ongoing challenges of COVID and natural disasters this year – is a true testament to our teams and their commitment to achieving meaningful outcomes for our clients.

We are honoured to have been recognised with a range of industry award nominations again this year:

Financial Report

integratedliving Australia Limited & Controlled Entities

Statement of Profit or Loss and Other Comprehensive Income

For the Year Ended 30 June 2022

Note 2022 $ 2021 $

Revenue 4 92,602,351 90,047,555

Other income 4 3,637,322 3,507,704

Employee benefits expense 6 (73,045,636) (69,222,043)

Depreciation and amortisation expense 6 (2,720,698) (3,286,606)

Finance costs 5 (159,347) (166,754)

Consulting and professional fees (4,684,649) (3,915,603)

Care and service delivery costs (10,084,161) (7,930,462)

Small and miscellaneous equipment purchases (144,495) (122,884)

Printing and stationary (939,989) (764,673)

Other operating expenses 6 (7,760,281) (6,360,411)

(Deficit)/surplus before income tax from continuing operations (3,299,583) 1,785,823 Income tax expense for continuing operations 2(d) -(Deficit)/surplus after income tax from continuing operations (3,299,583) 1,785,823

Surplus before income tax from discontinued operations 7 - 664,841 Income tax expense for discontinued operations 7 - (57,422) Surplus after income tax from discontinued operations - 607,419 (Deficit)/surplus after income tax for the year (3,299,583) 2,393,242

Items that will be reclassified to profit or loss when specific conditions are met

Fair value movements on investments held at fair value through other comprehensive income (2,561,782) 2,145,248

Total comprehensive income for the year (5,861,365) 4,538,490

The accompanying notes form part of these financial statements.

Statement of Financial Position

As at 30 June 2022

ASSETS

CURRENT ASSETS

Note 2022 $ 2021 $

Cash and cash equivalents 8 14,460,247 16,290,756 Trade and other receivables 9 5,532,042 6,847,381 Other financial assets 10 20,126,220 24,144,644 Other assets 11 3,886,480 4,429,024

TOTAL CURRENT ASSETS 44,004,989 51,711,805

NON-CURRENT ASSETS

Property, plant and equipment 12 5,662,544 7,918,464 Intangible assets 13 2,858,633 1,481,139 Right-of-use assets 14 2,348,656 1,657,262

TOTAL NON-CURRENT ASSETS 10,869,833 11,056,865

TOTAL ASSETS 54,874,822 62,768,670

LIABILITIES

CURRENT LIABILITIES

Trade and other payables 15 6,539,534 6,687,162 Lease liabilities 14 768,787 960,664 Employee benefits 17 5,866,165 6,580,041 Provisions 18 - 220,259 Contract liabilities 16 28,946,166 30,546,798

TOTAL CURRENT LIABILITIES 42,120,652 44,994,924

NON-CURRENT LIABILITIES

Lease liabilities 14 1,510,494 737,949 Employee benefits 17 1,315,000 1,201,134 Provisions 18 209,378 254,000

TOTAL NON-CURRENT LIABILITIES 3,034,872 2,193,083

TOTAL LIABILITIES 45,155,524 47,188,007

NET ASSETS 9,719,298 15,580,663

EQUITY

Reserves 19 1,903,933 4,465,715

Accumulated losses/retained earnings 7,815,365 11,114,948

TOTAL EQUITY 9,719,298 15,580,663

NSW

Ballina

Shops 1-4, Quay West Shopping Centre 55 Quays Drive Ballina NSW 2478

Carrington

Suite C, Level 1, Cnr Cowper & Fitzroy Street Carrington NSW 2294

Gorokan

Beryl Street Community Centre 2 Dan Close Gorokan NSW 2263

Gosford Geoff Wright Cottage Henry Wheeler Place 219B Albany Street North Gosford NSW 2250

Muswellbrook 3 Wilkinson Avenue Muswellbrook NSW 2333

Newcastle Suite 302, Level 3, 251 Wharf Road Newcastle NSW 2300

Raymond Terrace

57-59 Port Stephens Street Raymond Terrace NSW 2324

Woy Woy

93 McMasters Road Woy Woy NSW 2256

QLD

Cairns

Shop 6B, 157 Mulgrave Road Showground Shopping Centre Bungalow QLD 4870

Hervey Bay Suite 6, Fraser Shores Offices 79 Boat Harbour Drive Hervey Bay QLD 4655

Toowoomba Shop 16 Westridge Shopping Centre 300 West Street Kearneys Spring QLD 4350

TAS

Fingal 29 Talbot Street Fingal TAS 7214

Launceston 264 Invermay Road Mowbray TAS 7248

Launceston 69 Margaret Street Launceston TAS 7250

Summerhill 69 Rowland Crescent Summerhill TAS 7250

VIC

Ballarat

1818 Sturt Street Ballarat VIC 3350