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EXPERIENCE THE DIFFERENCE

Experience the Difference Life in a Ryman Healthcare village

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Because we put our residents first, everything else falls into place. Ultimately, that’s what makes the Ryman difference.

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Contents Welcome to the Ryman difference...................................................... 9 Enjoy the Ryman difference.................................................................10 How it all began........................................................................................ 12 We put our residents first..................................................................... 15 We delight through experience........................................................... 21

Independent and serviced apartment living Our villages are people's homes..........................................................27 Independent living.................................................................................. 31 Serviced apartment living.................................................................... 37 Our offer is affordable and transparent........................................... 45 Ryman's Peace of Mind Guarantees.................................................. 48 Compare our terms with others.........................................................50 Frequently asked questions................................................................. 52

Our aged-care centres Aged care when you need it.................................................................57 We like to go the extra mile................................................................. 65 Compare our aged care with others...................................................72 Frequently asked questions..................................................................74

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Welcome Taking the first steps in choosing your retirement lifestyle is an exciting time. It’s a chapter of life filled with possibility, and at a Ryman village our aim is to help you make that chapter the best it can be. When people visit our villages, they often tell us that they ‘feel the difference’. There’s something in the way residents and our village teams interact, their energy and enthusiasm. I first experienced that feeling when I visited our Victorian villages not long after joining the Ryman Australia team. I already knew I was joining a remarkable company, but I didn’t fully appreciate just how special it was until I set foot into our village communities. That first impression stays with me as I continue to see residents enjoying the freedom, flexibility and support that our villages provide. There’s no better feeling than knowing you’re surrounded by a community that cares. It’s a foundation that enables you to forge ahead with the passions and pastimes that you’re eager to continue with, or those that you’d like to try for the first time. We encourage residents to push further and to go beyond the ordinary, because like any chapter in your life, the choice is yours in how you’d like to spend it. That’s why we offer living options to suit everyone, it’s why our terms come with certainty, it’s why we continually innovate, and it’s why we offer care on site so you can plan for the future. When our co-founder Kevin Hickman said, “everything we do must be good enough for Mum, or Dad”, it wasn’t just a marketing slogan. Anyone who visits our villages can see that philosophy is the cornerstone of everything we do. It’s something you have to experience for yourself, and I very much hope you get that opportunity soon.

Cameron Holland Chief Executive Ryman Healthcare Australia

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Enjoy the Ryman difference At Ryman, we work to make a positive difference in the daily lives of our residents.

A caring team

Resident-friendly terms

We look after and value our team

No hidden costs

We think the world of our people, and so do our residents. Their care and dedication creates the unique experience that our residents tell us they love.

At Ryman, our terms for independent and servicedapartment living are transparent and easy to understand. There are no hidden costs. This means no waitlist fees, no standard refurbishment fees, no surprise costs when you move in, and no administration fees.

We empower our people to constantly improve the resident experience by offering ongoing training and by evolving our processes.

Ryman provides resident-friendly terms such as our fixed base weekly fee. Our deferred management fee is capped at 20 percent – one of the lowest in the retirement sector.

Our award-winning myRyman care app is one innovation that allows our nurses and carers to spend more quality time with residents.

Fixed weekly fee Our fixed weekly fee provides certainty about your living costs. For independent living and serviced apartment living, our base weekly fee is fixed for the entire time you occupy your apartment or villa. Our weekly fee only increases if you change from independent living to serviced apartment living, or you add extra care options.

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Leading innovation

Aged care when you need it

Our Delicious menus

Caring for you now and into your future

With input from our residents, we create a seasonal menu with Delicious meals that offer choice, and that are made fresh on site by Ryman’s in-house chefs.

Ryman villages offer independent living and serviced apartment living. We provide residential aged care (also known as low care and high care), and specialist dementia care.

Our myRyman app

If your health needs change, it’s good to know you can stay in the same village community, close to your partner or friends. We welcome residents from the wider community. However, once you live in a Ryman village, you have priority access to care options that suit your needs.

In every care room, a device with our custom-made electronic care app, myRyman, enables nurses and carers to see and record information about each resident. This awardwinning innovation creates greater efficiencies and reduces paperwork. Emergency generators We have emergency generators at every village because we want our residents and our people to be safe and comfortable in a power outage. It's not a requirement, but we believe it's important. Emergency generators provide power to our serviced apartments, aged-care centres, and village centres.

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T H E RY M A N STO RY

How it all began

In 1983, Kevin Hickman walked into a firedamaged old villa to investigate how the fire had started. The building was an aged-care facility, and Kevin didn’t like the standard of care he saw. “There were four people to a room, with shared toilets down a corridor. The people running the facility were nice and did a good job in as much as they were expected to. But to me, the standard was so poor, and preserving the dignity of the residents didn’t appear to be a priority. That’s how aged care was in those days.” That experience got Kevin thinking about what the standard should be. “I thought, what would I want for Mum? I’d want a private room, for a start.”

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Finding the perfect business Kevin and his business partner, accountant John Ryder, had met a few years earlier. Kevin had left the police to set up his own private investigation business and needed an accountant. Kevin says the partnership worked because they had complementary skills. The pair were on the look-out for a business opportunity. After Kevin’s experience with the fire-damaged aged-care facility, they knew they’d found what they were looking for. They could start a business that would improve the way older people lived and how they were cared for. It was a business they could feel good about and believe in completely. They soon found a block of 14 two-bedroom flats, which they would convert into their first aged-care facility.

A belief in growing in-house talent Both Kevin and John believed in bringing young, talented people through the ranks to top roles. People had to have the Ryman way of working in their DNA to become Rymanians. They had to have care at the heart of everything they did.

And with that, Ryman – formed from combining Ryder and Hickman – was born Their venture was a great success, and Ryman was soon in the market for a second property. A motel complex became their next development. “Because we didn’t have much money, I lived there while we rebuilt it,” Kevin says.

Ryman’s ethos hasn’t changed Three decades on, Kevin says Ryman’s ethos hasn’t changed. “Everything we do must be good enough for Mum – or Dad.”

Kevin and John believed in reinvesting to grow the company. Profits were reinvested to lay the foundations for future earnings so that the value of the investment was always compounding.

“It was a business they could feel good about and believe in completely.”

The Ryman recipe was to buy the right site in a well-established suburb, use working capital to build the first stage of the village, sell that, and use the capital to fund the next stage. They’d then build a care wing and operate the village using home-grown staff trained in Ryman systems.

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We put our residents first We’re always looking at ways to improve our resident experience. We invest in innovation that directly benefits the daily lives of our residents.

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Delicious goes down a treat with residents Our Delicious menu offers flavoursome meals prepared fresh on site by our village chefs. With a choice of three main courses, including a vegetarian option, the aim is to tempt all taste buds. We also cater for special dietary requirements.

Delicious combines those good old favourites – comfort food – with innovative choices. Think roast chicken or baked teriyaki salmon with a soy and ginger glaze. Our seasonal menu is always evolving as residents tell us what works, and what could be better. We serve up to 120 different meals each month, so the same meal won’t reappear for 4 weeks – unless of course it’s back by popular demand! Residents are fully catered for in our agedcare centres, and our serviced-apartment residents enjoy a main meal at midday as well as morning and afternoon tea. Independent residents are always welcome to book a meal with us. Your friends and family are welcome to join you at the village for a meal any time. Simply make a reservation at the village reception. Our ready-to-eat meals are nutritious and convenient Just like our Delicious meals, our individually frozen meals are made fresh, using only natural ingredients. All made from scratch, the meals are blast frozen to lock in the flavour and the goodness. The ready-to-eat meals are reasonably priced and perfect for independent or serviced-apartment residents looking for convenience and great taste.

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Our Delicious menu provides good old-fashioned home-cooked meals, as well as some exotic dishes.

Sample menu Breakfast A variety of cereals, porridge, fruit, toast, and a selection of spreads Morning tea Aunt Daisy’s southern cheese rolls − Lunch Baked fish with lemon and thyme crumb or Roast pork belly with red pepper sauce with Scalloped potatoes, steamed carrots, broccoli, and orange hollandaise Vegetarian option Penne pasta with creamy tomato sauce, olives, and capers − Dessert Vanilla profiteroles with berry coulis or fruit with ice cream − Afternoon tea A selection of fresh fruit and sandwiches with cakes, slices, or biscuits Evening meal Roast carrot and coconut soup Chicken cakes with guacamole and salsa or Macaroni cheese Traditional lettuce salad with Highlander dressing Supper Tea, Milo, or cold drinks Small sandwiches, light muffins, or biscuits

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Take advantage of our Triple A exercise program Designed for older people, our Triple A (Ageless, Active, and Aware) exercise program encourages residents to keep moving. Catering for all levels of ability, this free program improves strength, balance, and mobility. Building these skills helps to prevent falls and enables residents to maintain their independence. Many residents tell us they've become more active since moving into the village. We developed the program on the belief that you’re never too old to be active – you just have to find the right way to do it. The level of participation is up to you – you can be involved as much as you want. We have classes in functional fitness and circuit or, if you’re less mobile, a ‘sit and be fit’ class. It’s a good opportunity to have a laugh and get to know other residents.

Feel connected to neighbours and friends Ryman Engage – our activities program – is about embracing opportunities and activities that are thoughtfully planned, and age and ability appropriate. This free program makes the most of our beautiful amenities. Firm favourites with the residents are bowling events and our weekly complimentary Happy Hour.

“Everything’s here for me. I go to Triple A three times a week – it takes me three minutes to walk there, and I see all my neighbours on the way.”

The key is to provide something for everyone. From the residents' workshop to arts and crafts, and outings in the village van, there are many options to spark your interest. Regular entertainers perform for residents, and relatives often come along to join in the fun.

Bruce Gray Independent resident

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Our myRyman app helps us deliver the highest standard of care

Eldercare Innovation Award – myRyman In 2019, myRyman was named Innovation of the Year – Care Model at the Asia Pacific Eldercare Innovation Awards in Singapore. The award recognises the best care model that improves the quality of life for older people.

At Ryman, our care plans come to life through our own custom-made electronic care app, myRyman. Located in every care room, a device enables nurses and carers to record daily care tasks for each resident. Using myRyman creates links and prompts, so our nursing and caregiving teams know exactly what they need to do. Everything is securely recorded. Our teams can access and update clinical data more efficiently, and spend more time with residents.

“The myRyman app has been invaluable for Ryman, in how much it has improved residents' lives.”

The app has proven its reliability, and our most experienced clinical team members describe myRyman as ‘magic’. It has made a once-in-a-generation improvement to the way we deliver care.

Victoria Brevoort Clinical Nurse Specialist

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We delight through experience Remember when neighbours had time to stop for a chat, cared about each other, and waved a friendly hello in passing? At Ryman, we create the kind of community environment our residents grew up in.

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You’ll love life in a Ryman village

We want our residents to enjoy living with us. We’re adding cafés to our villages to create a place for you to relax and catch up with friends and family.

Ryman has partnered with the Melba Opera Trust, Australia’s premier scholarship program for young opera singers. We also sponsor the Melbourne Symphony Orchestra, and residents can attend events with the orchestra.

Our villages have beautifully landscaped gardens where you can take a peaceful stroll or let the grandchildren play.

If you love the outdoors, you'll love going to the MY Mount Eliza Run and Fun Festival that Ryman sponsors. We’re also supporters of bowls clubs, and sports clubs such as AFL and veteran golf. If you enjoy keeping fit, you’re always welcome to join our Triple A exercise classes.

Amenities can include a hair salon, beauty salon, café and shop, cinema, bowling green, and heated indoor-swimming pool and spa.*

*Availability of amenities will vary between villages.

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Our residents are connected to caring communities Our friendly village environment makes connecting with your neighbours and friends easy. Our residents can choose from a variety of outings – from lunches and scenic walks to dance performances and musicals. You can travel safely together in the village van with our friendly driver. The village café is a handy meeting place to have lunch or coffee with friends or family. The village lounge is a comfortable spot for a cup of tea and a catch-up. And it’s all there on your doorstep.

“The people here are absolutely fantastic. They welcome you, and I love that.” Jennett McGaw Independent resident We also bring events into the villages so that if you’re less mobile, you can still experience a lot of life and a lot of fun. We host art exhibitions, fashion shows, and live performances. We’re part of vibrant communities, and residents enjoy meeting an interesting mix of visitors. Young parents’ groups bring children into the village centre. And it’s not unusual to find farm animals in the village grounds – we’ve had visits from lambs, rabbits, dogs, chickens, and even horses. Our children’s party every January is a highlight of the year. The villages are filled with entertainment for all ages. Family, friends, grandchildren, and greatgrandchildren come along and make it a day of fun and laughter.

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Good communication sets us apart We ask questions and listen to what our residents and their families tell us. Our regular surveys give residents and their families an opportunity to tell us their thoughts on life in the village. We want to hear what you think of the food, or the laundry service, or how well our team communicates with you.

Sustainability

Our monthly e-newsletters keep families up to date with what’s happening in the village. We also provide an activities calendar for residents, outlining the entertainment and activities scheduled each day of the month.

We know that caring for the environment is important to our residents and our team. They want to know we’re doing our best for the generations to come. In 2018 we became a Toitū carbonreduce certified company. We’ve measured our carbon footprint and developed an emissions management and reduction plan.

Outdoor living Our villages are set in beautifully landscaped gardens that are planted to create colour all year round. Outdoor areas with seating and tables create tranquil spots to meet up with friends or family. And there are plenty of open spaces for a gentle stroll or for the grandchildren to play.

As a Toitū carbonreduce certified company, we’re audited each year on our carbonemissions performance so that we can measure our progress against our reduction targets. We’re serious about making progress, and committing to the Toitū carbonreduce program shows we mean business.

Safety and emergencies

We’ve put in place a range of measures to cut back on our impact, including reducing our energy consumption and landfill waste.

Our people are trained in safety and emergency procedures to handle all emergency situations. Every 6 months, our village centres and aged-care centres hold emergency drills.

Smoke-free Ryman Many of our villages are already smoke-free, and we are committed to being completely smoke-free in all Ryman villages by 2025.

All amenities and private care rooms are fitted with smoke detectors and sprinklers that are operated by an alarm, and monitored by our on-site staff. We have emergency generators at every village – for our serviced apartments, village centres, and aged-care centres. It’s not a requirement, but we want our residents and our team to continue to be safe and comfortable if a power outage happens.

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Our villages are people’s homes A Ryman village offers a lifestyle option to suit everyone. You can live independently in your own apartment or villa, or opt for a serviced apartment and all the benefits of assisted living. And if you need more help, we have a range of aged-care options* to suit what you need.

* See pages 57–77

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So much goes on in a Ryman village. Our residents are involved in bowls tournaments, fashion shows, live performances, and a colourful mix of outings.

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“It’s a family atmosphere in the village. We say it often: we’re one big family.”

Residents love the village environment and they feel connected to their neighbours and friends – whether they love the social life or enjoy a little quiet time. Some villages have cafés or you can pop down to one of the village lounges, have a cup of tea, and catch up with people.

Murray and Margaret Daniels Independent residents

The beauty of village life is that you can take it or leave it. If some days you want to shut your door to have some quiet time, you can.

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INDEPENDENT LIVING

All the upsides Independent and secure, the living is easy in a Ryman village. You have all the upsides of living in your own apartment or villa, plus a huge bonus – the support of a vibrant community.

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We design our apartments and villas for you Our one, two, and three-bedroom apartments and villas are designed with the over 65s in mind. Their spacious, well-considered layouts include contemporary kitchens and bathrooms that make daily life easy for you. Every apartment and villa has air conditioning and heating for year-round comfort, and include call bells monitored 24 hours a day by our on-site staff. Do more of what you love In a Ryman village, you’ll have more time and energy to do the things you love because we look after all the maintenance work. Exterior maintenance, lawn mowing, and window cleaning are all part of the service. If you need any help, even to change a lightbulb, you can call our maintenance team or housekeepers, at no extra cost. They’re always on hand to keep the village clean and tidy, and running smoothly. If you ever feel like letting someone else do the cooking, our seasonal Delicious menu is on offer in the dining room. And if you’d like to enjoy a special dinner with your friends or family, why not come along to one of our monthly fine-dining evenings. Just like our Delicious meals, our individually frozen meals are made fresh, using only natural ingredients. All made from scratch, the meals are blast frozen to lock in the flavour and the goodness. The ready-to-eat meals are reasonably priced and perfect for independent or servicedapartment residents looking for convenience and great taste.

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Making a move is easy You may later decide to move from your apartment or villa to a serviced apartment. As an existing Ryman resident, you’ll have priority access and you won’t have to fund any additional capital.* You don’t have to wait until your apartment or villa is sold – you can move as soon as a serviced apartment is available. A village sales advisor will talk you through the options and answer any questions you or your family may have.

*See page 46 for more information.

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What you can expect from us

Your fixed base weekly fee for independent living covers:

We know how important it is to have certainty about your living costs. As part of Ryman’s Peace of Mind Guarantees for independent living and serviced apartment living, your base weekly fee never increases. It would only increase if you change from independent living to serviced apartment living, or you add extra care options.

• rates, water rates, and building insurance • gardening and ground maintenance • maintaining and operating the community amenities • our Engage activities program, including art exhibitions, fashion shows, arts and crafts, and regular outings • our Triple A exercise program, including classes such as Functional Fitness, circuit, or ‘sit and be fit’ • exterior maintenance of your apartment or villa, including inside and outside window cleaning • social time at our weekly complimentary Happy Hour • our optional Never Alone electronic alarm system that triggers when no movement is detected in an apartment or villa for 24 hours • our call bells monitored 24 hours a day by our on-site staff • village management and administration • scheduled transport services and outings.

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We provide home care services

Our in-home care services These are just some of the services Ryman Homecare can provide.

Domestic services • Vacuuming, mopping floors, and dusting • Cleaning kitchen, bathroom, and laundry surfaces and appliances • Making beds and changing linen • Laundry and ironing • Minor home maintenance • Keeping your home clear of slip, trip, and fall hazards

Personal care

Companionship, activities, and outings

• Help with washing, showering, personal grooming, and dressing

• Help with grocery and other shopping

• Help with managing incontinence

• Help with errands outside the home

• Picking up prescriptions and organising medication

• Help with transport and making travel arrangements

• Help with communication

• Providing company at appointments, functions,and events outside the home

• Convalescence care

• Help with personal hobbies and interests

• Help with pet care

Ryman Healthcare is an approved provider of in-home care packages and short and long-term private services. Our people are fully trained and qualified to provide these services in the comfort of your own apartment or villa.

Our in-home care includes three different types of government-funded services: domestic services; personal care; and companionship, activities, and outings.

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S E R V I C E D A PA R T M E N T L I V I N G

Independence with support Serviced apartments come with support that makes life easier. It’s great for you, and reassuring for your family, because they know you’re being looked after.

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Enjoy the good life Serviced apartments are in the heart of the village, with easy access to everything the village has to offer. Many residents say that living in a serviced apartment takes the stress out of daily life. You can choose a home-cooked main meal every day from our Delicious menu, as well as morning and afternoon tea, in the dining room. Other services are available, too. You might like to have your breakfast delivered to your apartment – it’s your choice.

Your apartment is your home You can make your apartment your own with your favourite furniture, art, and ornaments. You’ll have a kitchenette with a fridge-freezer and microwave, a separate bedroom, and a private ensuite. A balcony or terrace provides space for you to grow flowers and herbs. The call bells mean help is always there, as they are monitored 24 hours a day by on-site staff. We can help you find the mix of living options that suits you. That’s the beauty of serviced apartments. Some of our villages also offer studio apartments.

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“It makes me feel years younger knowing that help is there if I need it. It takes the stress away.” Elizabeth Malthus Serviced-apartment resident

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What you can expect from us We know how important it is to have certainty about your living costs. As part of Ryman’s Peace of Mind Guarantees for independent living and serviced apartment living, your base weekly fee will never increase. It would only increase if you change from independent living to serviced apartment living, or you add extra aged care options.

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Assisted Living Your fixed base weekly fee for serviced apartment living covers: •

rates, water rates, and building insurance

gardening and ground maintenance

maintaining and operating the community amenities

our Engage activities program, including musical entertainment, fashion shows, arts and crafts, and regular outings

our Triple A exercise program, including classes such as Functional Fitness, circuit, or ‘sit and be fit’

exterior maintenance of your apartment, including inside and outside window cleaning

Fixed based weekly fee:

In some circumstances, serviced-apartment residents can defer paying any additional charges not included in the base weekly fee. Interest may apply. Talk to us to find out more.

Optional extras include: breakfast to your apartment

$56 / week

additional meal in the dining room

$55 / week

social time at our weekly complimentary Happy Hour

our call bells monitored 24 hours a day by our on-site staff

your bed made daily

$28 / week

village management and administration

personal laundry service (3 times a week)

$30 / week

scheduled transport services and outings.

showering supervision*

$20 / event

Residents in serviced apartments also receive: •

a daily main meal – three choices, including a vegetarian option

daily morning and afternoon tea

fresh towels delivered daily

linen changed weekly — or as needed

housekeeping

electricity and heating

regular outings to the shops and further afield.

administering medications

$4 / event

monitoring blood pressure, helping with support stockings etc

$7 / event

basic wound care (including dressing)

$20 / event

*Includes safety checks while resident showers unassisted.

Total:

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Support Plus

Full Service

This package includes the details listed in the Assisted Living package on page 41, plus:

This package includes the details listed in the Assisted Living package on page 41, plus:

• breakfast to your apartment

• breakfast to your apartment

• additional meal in the dining room

• additional meal in the dining room

• your bed made daily

• your bed made daily

• personal laundry service (3 times a week).

• personal laundry service (3 times a week) • general care and help including:

Additional cost: $150 / week

– dressing and setting up each day – full help with showering (3 days a week) • administering medications (3 times a day) • evening settle service.

Optional extras include: showering supervision*

$20 / event

administering medications

$4 / event

monitoring blood pressure, helping with support stockings etc

$7 / event

basic wound care (including dressing).

Additional cost: $350 / week

$20 / event Optional extras include:

*Includes safety checks while resident showers unassisted.

daily help with showering

Total:

Total:

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Extra Care This package includes the details listed in the Assisted Living package on page 41, plus: • breakfast to your apartment • additional meal in the dining room • your bed made daily • personal laundry service (3 times a week) • general care and help including: – dressing and setting up each day – full help with showering (3 days a week) • administering medications (3 times a day) • evening settle service • prompting and help to and from the village centre • night visits (twice a night).

Additional cost: $450 / week

Optional extras include: daily help with showering

We can help you find the mix of living and care options that suits you. That's the beauty of serviced apartments.

Total:

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$60 / week


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Enjoy a little certainty Ryman's Peace of Mind Guarantees are there for your protection – giving you the confidence to live the way you want.

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When you buy one of our apartments or villas, you know exactly how much you’re paying and what you’ll get back at the end of your occupancy.

You won’t be asked to pay new capital

Ryman offers some of the most residentfriendly terms in Australasia. The base weekly fee is fixed for the entire time you occupy your apartment or villa,* and the deferred management fee, which Ryman caps at 20 percent of the capital sum, is one of the lowest in the retirement sector.

When you move into a Ryman village, you pay a capital sum. If you later need to move from an independent apartment or villa to a serviced apartment in the village, you won't be asked to pay any additional capital. However, you may choose to, depending on your preference and circumstances. A village sales advisor will talk you through the options and answer any questions you or your family may have.

Our agreement is written in plain language, so it’s easy for everyone to understand. Before they move in, most of our residents have lived in the local area. Because the cost of our village living aligns with the local property market, it’s affordable for people who want to stay in their local community.

Your priority right to move within the village If the need arises, you have priority right over non-residents to move to the aged-care centre within the village or at another Ryman village.

When someone decides to move into one of our villages, they sell their house – often the family home. A portion of that money buys their residence rights in the village, and they often have money left over that gives them financial certainty.

If your health needs change, we may ask you to move to another part of the village where you can receive the care you need. We would only ask you to do this after consulting with you and your family, and with advice from your doctor.

Our Ryman Peace of Mind Guarantees make our terms clear and transparent.

*See page 10 for more information.

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Ryman’s Peace of Mind Guarantees We’ve developed nine Peace of Mind Guarantees to protect residents and their families.

1

Fixed weekly fee

2

We know how important it is for you to have certainty about your living costs. “We guarantee that we will not increase your base weekly fee for the entire time you occupy your apartment or villa at the village, regardless of any changes to the operating costs at the village. Your base weekly fee is fixed for you. It would only increase if you change from independent living to serviced apartment living, or you add extra care options.”

You will have peace of mind knowing that if the need arises for an increased level of care, you can remain living within the village community in close contact with your partner or friends.

Care options to suit your needs

“We guarantee that you will have priority access over non-residents to the aged-care centre within the village, or to another Ryman aged-care centre.”

3

When you vacate your apartment or villa, you will not continue to carry the cost of outgoings. We see it as our responsibility to carry these costs while we’re in the process of on-selling your apartment or villa.

Fees stop immediately

“We guarantee that the weekly fee and deferred management fee will stop on the day you permanently vacate your apartment or villa.”

4

It is common practice for retirement villages to repay the balance of the capital sum only when the apartment or villa has been on-sold. At Ryman, the longest you will wait is 6 months.

Repayment promise

“We guarantee that we will repay you the balance of the capital sum if the new resident has not settled within 6 months of you permanently vacating your apartment or villa.”

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5

Deferred management fee capped at 20 percent

6

No hidden costs

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The deferred management fee (DMF) is your contribution to the continued maintenance and management of the village, including your unit and the village amenities. It is deducted when your capital sum is repaid, which is the amount you paid to occupy the unit. If you wish to transfer to a serviced apartment, or to another Ryman village, your DMF will be no more than 20 percent overall – one of the lowest in the retirement sector. “We guarantee that our deferred management fee will be capped at a maximum of 20 percent of the capital sum – even if you transfer to another apartment or villa within the village, or to another Ryman village.”

There are no hidden costs when you move into a Ryman village, or when you leave your apartment or villa. We accept total responsibility for refurbishing, marketing, and on-selling your apartment or villa. These costs are covered by the deferred management fee. “We guarantee not to charge for any sales, administration, marketing, or refurbishment costs when we on-sell your apartment or villa.”

You and your family will have certainty about the amount you are paid when you leave the village. You will not be exposed to any capital loss when the apartment or villa is on-sold.

No capital loss

“We guarantee that the amount repaid to you will not be affected by a decline in the value of your apartment or villa.”

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Buying your new home in a retirement village is an important decision. We want you to be confident you’ve made the right choice in selecting a Ryman village.

Changing your mind

“We guarantee that we will cancel the contract and refund your deposit in full if you change your mind within 21 days of signing your application form or within 3 working days of signing the residence contract.”

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We’re so confident you’ll be happy with your decision to move to a Ryman village, we will provide you with a 90-day money-back guarantee*.

90-day money-back guarantee

“We guarantee that we will repay your capital sum in full if, on the expiry of 90 days after taking up permanent residence, you are unhappy with your decision to move into your apartment or villa and wish to leave the village.” *Some conditions apply

Disclaimer: The Peace of Mind Guarantees in this book are subject to Ryman's obligation to comply with aged-care laws.

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Compare our terms with others We developed our Ryman Peace of Mind Guarantees to protect residents and their families.

We encourage you to compare Ryman's independent living and serviced apartment living terms with other retirement villages. Ask how their terms differ from ours.

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Questions to ask Will my base weekly fee increase?

Ryman's terms No. Your base weekly fee is fixed for the entire time you occupy your apartment or villa.*

Will my base weekly fee stop when I no longer occupy my apartment or villa? How much is the deferred management fee (DMF) that is deducted from my capital sum at the end? If I need to transfer to a serviced apartment, is there another deferred management fee?

Yes. A maximum of 20% – one of the lowest in the retirement sector. No. Your DMF is capped at 20% overall for your serviced apartment and your previous apartment or villa.

If the serviced apartment costs more than my equity in my independent apartment or villa, will I have to contribute more capital? When will I be repaid my capital?

No.

When your apartment or villa is reoccupied, but no longer than 6 months from when you permanently vacate your apartment or villa.

Am I exposed to any capital loss?

No. We cover any capital loss.

Are there refurbishment, selling, marketing, or administration fees when I leave the village?

No.

Do I get my money back if I change my mind, before I move in?

Yes, if you change your mind within 21 days of signing your application form, or within 3 days of signing the residence contract.

Do I get my money back if I change my mind, after I move in?

We have a 90-day money-back guarantee.*

Can I stay in the village if I need more care?

You have priority access to a serviced apartment and our aged-care centre, including specialist dementia care. *Some conditions apply.

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INDEPENDENT AND S E R V I C E D A PA R T M E N T L I V I N G

Frequently asked questions

General living

What is the entry-level age to live in a Ryman retirement village? Our villages are designed for residents aged 65 and over.

Can I keep my car? Yes, apartments have basement parking available to buy, and villas have garages attached. What other services are available at the village?

Can I have a pet in the village?

Our village services include a hairdressing service, a visiting podiatrist, physiotherapist, beauty therapist, and dry-cleaning service available at your own cost.

Yes, as long as the village manager approves your pet as being suitable for the village.

Can I attend church services? How can I raise any concerns?

Yes, we have weekly inter-denominational church services at our villages.

You’re always welcome to raise any concerns directly with any team member, including the village manager. Alternatively, Ryman villages have a formal complaints procedure and a resident advocate. We hold regular meetings with residents to discuss any concerns.

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Financial How much does it cost for the Occupation Rights to an apartment or villa? Prices vary throughout each village, so we recommend that you ask for the prices of apartments or villas that are currently available. The residence contract gives the resident a lease for up to 49 years and access to community amenities.

What does the deferred management fee cover? The deferred management fee, which is capped at 20 percent, covers the continued maintenance and management of the village, including your unit and the village amenities. This includes the cost of refurbishing and on-selling your unit at the end of the tenancy.

Who is responsible for insurance and rates? We pay for the building insurance, as well as the general rates and water rates. You are responsible for insuring your contents and personal effects.

Visitors Can I have people to stay in my apartment or villa?

What happens if I move into the village but decide it’s not for me?

Yes, for short periods of time. As a courtesy, we ask that you consult with the village manager first.

We’re happy to say that in over 35 years this has rarely happened. However, if you change your mind after moving in, we will honour our 90-day money-back guarantee.*

Are there visitor hours for residents in the aged-care centres? There are no set visiting hours. This is your home, so visitors are welcome any time. The amenities are available for you to enjoy with your friends and family. We just ask that you respect the privacy of other residents.

*See page 49.

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“There are no strangers here – just friends we haven’t met.” Leone Burgess Independent resident

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Aged care when you need it Your health needs may change over time and if they do, it’s good to know we can continue to look after you. We’re dedicated to caring for you now and into your future.

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We welcome residents from the wider community. However, once you live in a Ryman village, you have priority access to aged-care options that best suit your needs.

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It’s comforting for couples and friends to know they can still be near each other even if their health needs are different.

Our levels of care include low care, high care, specialist dementia, and respite care. To make sure you receive the level of care that’s right for you, your needs will be assessed before you arrive. Low care Low-level care residents receive the very best in clinical care, while enjoying the benefits of living in our friendly community. Each resident is unique. By listening to your needs, we can customise your care and create your individualised care plan. You may need a little help with getting around, or with personal care, or other day-to-day activities. With this extra help, daily life carries on as normal. The activities and outings are all there for you. Our aged-care centres are staffed 24 hours a day, 7 days a week. A clinical manager and unit coordinators oversee our trained carers and registered nurses in the delivery of your daily care. Wherever possible, the same team members will care for you each day.

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High care

Dementia care

Our high-level care is the best option if you have any chronic health conditions or need full assistance to move around. We can help with showering and dressing, and with medications, wound care, continence management, and any other care you need.

Our villages are supportive and caring communities that work to improve the experience of residents living with dementia. We provide a safe environment for residents to enjoy living in, with a focus on experiences, rather than processes.

A clinical manager and unit coordinators oversee our trained carers and registered nurses in the delivery of your daily care.

Our myRyman Life model of dementia care is an innovative approach to supporting residents living with dementia. The approach focuses on enabling residents to live in the moment, and to feel kindness, love, and security. It promotes spontaneity, laughter, and fun.

In high-level care, a registered nurse is always on duty, and our on-call doctor is always available. Wherever possible, the same team members will care for you each day.

Each of our dementia care areas has an easyto-navigate environment, including tranquil outdoor areas that are safe and secure. Cues and signage support memory and help residents with orientation.

Respite care Respite care provides temporary care in a range of circumstances. You may need some rehabilitation after a hospital stay, or perhaps a little extra help – whether it’s for a single night or a few weeks.

Eldercare Innovation Award – myRyman Life

If you still live in your own home, a short stay at one of our care centres could be a welcome break from your usual routine.

In 2020, myRyman Life was named Innovation of the Year – Dementia Care Model Solution at the Asia Pacific Eldercare Innovation Awards in Singapore.

If you’re thinking about moving to a Ryman village, why not spend some time with us in respite care and experience the Ryman difference before you make your decision. It's also worth checking to see if you are eligible for government funding, your stay could be free.

“Dementia takes a massive toll on sufferers and their families, we want to do all we can to help. Our team has a wealth of experience in dementia care.” Gordon MacLeod Chief Executive

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We like to go the extra mile We choose to go beyond what’s expected because we want you to live life to the full. We constantly look for ways to make your experience of living in a Ryman village even better.

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Private rooms Private rooms are spacious and air conditioned, with monitored call bells in your room and ensuite. There’s plenty of room for your friends and family to visit. You can choose from a selection of room layouts. It’s your own personal space ready for you to furnish with your favourite pieces. Rooms overlook beautifully landscaped gardens or courtyards. Innovation in healthcare – myRyman Ryman care plans come to life through our own electronic care app, myRyman. The app engages residents and their families in the care plan. Located in every care room, a device enables nurses and carers to view the care plan and record daily care tasks for each resident. This award-winning technology creates links and prompts and everything is securely recorded. Our teams can now access and update clinical data more efficiently and spend more time with residents.

Room layouts and amenities vary. Please check with your local village.

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Clinical excellence Achieving clinical excellence in care is critical. Our investment in myRyman has helped, as has our constant focus on improvement. Our clinical audit results in Victoria are excellent. We already exceed the government standards in Australia and will continue to improve. Ryman has a dedicated Clinical Governance Committee that works to enhance the quality of our clinical performance. The committee is focused on innovation in healthcare and makes sure the care we deliver aligns with emerging best clinical practice.

Seasonal menu Our residents look forward to meal times because the food tastes great – and it’s nutritious. Our seasonal Delicious menu offers choice and is made fresh on site by our in-house village chefs.

As a care resident, all your meals and snacks are provided. We can cater for your special dietary requirements as well. Talk to us about what you need.

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If you'd like to learn more about aged care in a Ryman village, ask about our Experience the Care Difference guide.

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Our villages in Australia Ryman Healthcare has over 40 retirement villages across Australasia, each with their own distinctive personality and welcoming community. Which one is right for you?

Essendon Raelene Boyle

Ringwood East John Flynn

Nellie Melba

Weary Dunlop Mulgrave Highett

Charles Brownlow

Mt Eliza

Deborah Cheetham

Mt Martha

Key

Ryman village

Under construction

Council approved

Proposed village

Our villages in Victoria, Australia

Charles Brownlow 157 South Valley Road Highton VIC 3216 03 5260 8099

John Flynn 45 Burwood Highway Burwood East VIC 3151 03 8849 8799

Deborah Cheetham 181-195 Shell Road Ocean Grove VIC 3226 03 4238 3000

Nellie Melba 2 Collegium Avenue Wheelers Hill VIC 3150 03 8513 1900

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Weary Dunlop 242 Jells Road Wheelers Hill VIC 3150 03 8545 1400


EXPERIENCE THE DIFFERENCE

Contact us New villages in the pipeline for Victoria, Australia Essendon 1-3 Moreland Road Essendon VIC 3040 1800 288 299

Mt Martha 180 Bentons Road Mt Martha VIC 3934 1800 288 299

Raelene Boyle 2 Vida Street Aberfeldie VIC 3040 03 8317 4800

Highett 32-40 Graham Road Highett VIC 3190 03 9964 6044

Mulgrave 62-94 Jacksons Road Mulgrave VIC 3170 03 8813 3900

Ringwood East 2-16 Mt Dandenong Road Ringwood East VIC 3135 03 8813 3900

Christchurch office Airport Business Park 92 Russley Road Christchurch

Auckland office 93 Ascot Avenue Remuera Auckland 1051 New Zealand

Mt Eliza 70 Kunyung Road Mt Eliza VIC 3930 1800 288 299

Ryman offices Melbourne office Suite 10.03, Level 10 420 St Kilda Road Melbourne VIC 3004 Australia PO Box 33119 Melbourne VIC 3004 Australia

PO Box 771 Christchurch 8042 New Zealand

For more information on any of Ryman Healthcare’s retirement villages

Australia 1800 288 299 rymanhealthcare.com.au

New Zealand +64 800 588 222 rymanhealthcare.co.nz

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Our villages in New Zealand

Whangārei Auckland Hamilton Cambridge

Tauranga Gisborne Napier

New Plymouth Whanganui Palmerston North

Havelock North Waikanae

Nelson

Wellington Rangiora Christchurch

Dunedin Invercargill

Ryman village Whangārei • Jane Mander Auckland • Bert Sutcliffe • Bruce McLaren • Edmund Hillary • Evelyn Page • Grace Joel • Karaka • Keith Park • Kohimarama • Logan Campbell • Miriam Corban • Murray Halberg • Possum Bourne • Takapuna • William Sanders

Under construction

• Hamilton • Hilda Ross • Linda Jones Cambridge • Cambridge Tauranga • Bob Owens Gisborne • Kiri Te Kanawa New Plymouth • Jean Sandel Napier • Princess Alexandra Havelock North • James Wattie

Council approved

Proposed village

Whanganui • Jane Winstone

Rangiora • Charles Upham

Palmerston North • Julia Wallace

Christchurch • Anthony Wilding • Diana Isaac • Essie Summers • Margaret Stoddart • Ngaio Marsh • Northwood • Park Terrace • Kevin Hickman • Woodcote

Waikanae • Charles Fleming Wellington • Bob Scott • Karori • Malvina Major • Newtown • Rita Angus • Shona McFarlane Nelson • Ernest Rutherford

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Dunedin • Frances Hodgkins • Yvette Williams Invercargill • Rowena Jackson


EXPERIENCE THE DIFFERENCE

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AU 10.21

rymanhealthcare.com.au rymanhealthcare.co.nz