SCC Southern Star - Summer 2020

2020

Group
Annual
Report

Providing excellent
health and wellness
services

2020 Group Annual Report

2

Contents

About Us 4

Our Three Brands 6
From our Chairman 8
From our Chief Executive Officer 11
Our response to the COVID-19 pandemic 18
Our Customer Service Charter 20
2019/2020 Highlights 25
Our Strategic Approach 26
The Charter of Aged Care Rights led the way
for New Aged Care Standards 28
Knights of the Southern Cross 30

Southern Plus 32
34
Southern Plus East Fremantle Health and Wellness Centre 36
Southern Plus East Fremantle 38
Home Care 39
Client Connect 40
VIP Program 42
Southern Plus Realty 44
Dementia Services and Support
Age In Place Property Development

Southern Cross Care 46
50
Residential Aged Care 54

Retirement Villages

Mental Health

Southern Cross Housing 58

Southern Cross Housing

The Business Details 60
62
Our Board 64
Our Executive Team 66
Financial Update 68
Our People 70
Our Volunteers
Our Locations

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2020 Group Annual Report

About Us

Southern Cross Care Vision, Purpose
and Mission
(WA) Inc. was created
Our vision: enriched and
by the Knights of the happy lives.

Southern Cross in 1966 Our purpose: to enhance
quality of life through the
to improve the lives provision of excellent services.

of people in Western Our mission: we are committed
to providing compassionate,
Australia. just and equitable services to
the whole community, reflecting
Today, the Southern Cross the moral and ethical principles
Care Group contributes to the of the Catholic Church.
social, health and economic
development of Western Our Values
Australia through the delivery
of integrated services to meet Respect: we believe that every
health, care and accommodation person is unique; we will listen
needs of our ageing population. to them and respond to their
needs and aspirations.
Southern Cross Care (SCC) along
with Southern Cross Housing Integrity: we will be honest,
Ltd and our health and wellness accountable and prudent in
brand, Southern Plus, provide an everything we do.
integrated and holistic approach
to meeting the health, wellness, Compassion: we will
care and accommodation needs demonstrate and foster
of ageing West Australians. empathy and sensitivity towards
those we serve, their families
As a not-for-profit aged care and the whole community.
provider, we are committed to
prudently spending government Excellence: we will do the
funding and re-investing surplus best we can, we will not be
funds for the benefit of our complacent and we will try to
clients and residents. We do do even better.
this by expanding the range of
services we provide to meet the
changing complex health needs
of our ageing population.

4

We are focused on the
integrated and holistic approach

to meeting the health, wellness,
care and accommodation needs

of older West Australians.

5

2020 Group Annual Report

Our Three Brands

Southern Cross Care is the organisational brand we are best known for: a brand focused on excellent
quality aged care services, with a long history in Western Australia. In adapting to the changing needs
of our ageing population and responding to their complex health needs, in 2017 we introduced Southern
Plus, a brand that represents our expansion into health and wellness to provide much needed support
to seniors to remain living independently in their own home. Southern Cross Housing is our third brand :
focused on supporting people to access safe, stable and affordable rental accommodation.

For over 50 years, Southern In recognition of the Southern Cross Housing Ltd
Cross Care (SCC) has been importance of health and provides affordable,
committed to helping West wellness to a persons quality long-term and supportive
Australians access a choice of life as they age, we low-cost rental tenancies for
of traditional aged care introduced Southern Plus as a low-income seniors, people
or mental health services separate brand in 2017. with disabilities and people
in one of our retirement who have a persistent
villages, residential aged Southern Plus offers allied mental health disorder.
care homes, community health, clinical care and
housing or in their own traditional home care As a registered Department
home. Our commitment to services. Our personal care, of Communities’ ‘Growth
providing the best possible domestic care, transport and Provider’, we manage 359
care and quality of life for medication services support properties and support the
our clients has made us people who choose to remain health and wellbeing of 412
one of the leading aged living independently in their tenants.
care providers in Western own home.
Australia.
For those who require a higher
level of care we have ‘Southern
Plus East Fremantle’, our
innovative luxury aged care
care centre which combines
residential aged care with
state of the art onsite health
and wellness.

6

About Us

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2020 Group Annual Report

From our Chairman

Welcome to the Our commitment to deliver We remain supportive of the
integrated health and wellness Royal Commission into Aged
Annual Report of services is stronger than ever. Care Quality and Safety.
We believe this approach The Royal Commission has
the Southern Cross reflects the shift in how aged continued to identify and
care should be provided, and highlight where the aged
Care WA Group for importantly this approach care sector has not met the
ensures that we can respond expectations of residents,
2019/20. appropriately to the changing families and the wider
aged care preferences and community. Undoubtedly,
The aged care sector has lifestyle choices of seniors. there are lessons that can be
continued to experience As part of our long-term learned and opportunities to
considerable uncertainty and accommodation strategy, we improve. However, with aged
change. At the same time, we are progressing key property care providers still facing
have faced unprecedented development projects in extreme funding pressure in
challenges in responding to the Currambine and Foley Village both residential care and home
COVID-19 pandemic to ensure in Hilton, investing for the future care, there is a risk the sector
the health and wellbeing of our and increasing the supply will never reach its full potential
residents, clients and staff. In of high-quality aged care to provide the level and quality
the face of these difficulties, accommodation in Perth. of care that seniors need and
the SCC Group has shown deserve. We look forward to
it can continue to deliver the final report from the Royal
exceptional care, support Commission, which we hope will
and accommodation to our outline productive and positive
residents, clients and their change in the aged care sector.
families.

8

Our strong balance sheet,
coupled with our
long-standing prudent
financial approach, continue
to stand us in good stead.

As a not-for-profit provider, we I also thank my fellow Board
have a determined focus to Members for their continued
ensure we have a viable and commitment to the SCC Group.
sustainable future. Our strong
balance sheet, coupled with our Our organisation is grateful for
long-standing prudent financial the continued support of the
approach, continue to stand us Knights of the Southern Cross,
in good stead, ensuring we are as we continue to deliver on
in a strong financial position with their legacy of providing quality
a solid foundation for our future aged care to all those who need
endeavours. it. In recognition of this support,
we are pleased to continue to
I am extremely proud of the provide VIP services to members
way our entire organisation has of the Knights and their families
responded to the extraordinary to assist in accessing aged care
demands placed on all staff accommodation and services.
during the COVID-19 pandemic.
I hope you enjoy reading our
I would like to pay tribute to Annual Report, as we reflect on
all our hardworking staff and what we have achieved as an
volunteers for their tireless efforts organisation over the past year.
and commitment to ensuring our
residents, clients and their families Brad Prentice
receive safe, quality care, always. Chairman

The SCC Group greatly benefits
from our highly capable executive
leadership team, led by Errol
Turner, SCC’s Chief Executive
Officer. I want to thank our
leadership team for their efforts
this year and their contribution to
the success of our organisation.

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2020 Group Annual Report

From our Chief Executive Officer

I am delighted to present the As we look forward to the future, it is clear
2019:2020 Annual Report for Australia has an ageing population with
Southern Cross Care (WA) Inc. demonstrably different health and care needs. As
a nation, the population of people aged 65 and
As Chief Executive Officer, I continue to be older is growing at a rate almost four times faster
passionate about the opportunity to build on than the total population. The proportion of 65 to
Southern Cross Care’s rich heritage and legacy 84 year old people will nearly double in the next
of delivering high quality care services and 40 years, whilst those over 85 years will nearly
accommodation to West Australians. quadruple. This growth rate, coupled with their
complex health care needs, is placing significant
This financial year represented a year of continued strain on the sector and our community.
transformation. My focus this year has been
one of reinvestment in our people, systems and As an independent generation, baby boomers’
accommodation. I am excited about the way we are expectations of aged care providers are quite
focused to adapt the delivery of our services as we different to previous generations. The client
continue to face ongoing and significant changes to expectation gap for integrated age-in-place
how we operate. accommodation, care and services for the ageing
population continues to grow. Only providers who
adapt and successfully extend their offerings to
meet consumers’ health care and chronic disease
needs will remain relevant tomorrow.

We continue to focus on our
strategy of integrated health
and wellness services and
accommodation that offer a
true choices for the independent
generation of baby boomers.

10

2020 marks a pivotal time for the of preventative care and acute care
aged care sector. In prior years I have for the elderly; significantly outdated
referenced the forthcoming changes funding policies that threaten the
to the aged care sector as “the winds financial viability of providers
of change”. The most significant to attract quality staff to deliver
challenges facing the aged care safe care; and the requirements to
sector this year, which for many improve and deliver robust infection
providers now looks like a “perfect control requirements as a result of
storm”, include; a lengthy and the COVID-19 pandemic.
ongoing Royal Commission into Aged
Care Quality and Safety which has It is now evident that our community
continued for over two years; lack views the Australian model of aged
of evidence of promised government care as outdated and insufficient to
reform to enable a timely continuum meet the needs of our society today.

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2020 Group Annual Report

“The Australian community generally
accepts that older people have earned the
chance to enjoy their later years, after many
decades of contribution and hard work.
Yet the language of public discourse is not
respectful towards older people. Rather, it
is about burden, encumbrance, obligation
and whether taxpayers can afford to pay for
the dependence of older people.”

Royal Commission Interim Report, 2020

From Our Chief Executive Officer continued.

As a nation the sons, daughters and families of The Commission’s interim report “A Shocking Tale
the elderly now grapple with an increased care of Neglect” explains the ageist mindset that has
burden without an aged care system that can long undervalued older people and limits their
provide adequate services and accommodation possibilities. This failure to properly value and
solutions to support the complex health and engage with older people as equal partners in our
care needs of seniors. As a provider, we feel the future has possibly contributed to our indifference
significant reputational risk which is faced by as a society toward aged care. The Commission
the aged care sector daily. The challenges of the has indicated the final report will include a
regulatory environment and requirement to deliver recommendation to rewrite the Aged Care Act
safe, quality care and accommodation solutions 1997 as the current system lacks transparency,
within government guidelines, workforce shortages, reporting and accountability.
constrained funding and limited consumer
contributions to a population with significant levels The system misses the ‘person’ at the centre of
of chronic disease is significant. care and lacks true choices. Whilst the executive
remains supportive of the Royal Commission and
The Royal Commission into Aged Care Quality look forward to the final report into wider ongoing
and Safety provides insight into where the reform. Within the scope of this significant system
Commonwealth will need to focus on its reform overhaul should be a viable, integrated health
efforts to support the changing needs of and accommodation solution that meets the
this sector and bridge the client/family care health and lifestyle needs of the ageing baby
expectation gap. boomer and their family and friends. This is
change that is urgently needed. We also believe
it essential that any recommendations from the
Royal Commission are delivered alongside a much
needed increase in funding to the aged care
sector. Funding solutions have been mooted but
the sector will have to wait for the outcome and
recommendations of the Royal Commission.

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Despite the rapid growth in our ageing population, Appropriate expectations of the cost of care
the slow release of home care packages has delivery by our community are necessary if aged
placed increased pressure on providers to care providers are to continue to provide safe,
continue to provide safe, quality services in reliable services that attract quality staff whilst
residential care. Research indicates that, as the increasing the breadth of service offerings to
waitlist continues to grow for government funded meet consumer needs.
home care, seniors who would prefer to age at At the same time, new government policies must
home are now prematurely accessing respite encourage consumers who need the assistance
centres and residential aged care. The rate of and support of an aged care provider to
early entry to these services is a direct result of contribute to the costs of their care.
deterioration of their health and generally is a
rushed decision. The media has regularly reported The financial viability of the aged care sector
the significant waitlist for home care, which as a relies on increased levels of funding paired
nation now stands at over 100,000. More than with an increase in consumer contributions
10,500 older Australians died whilst waiting for for both their care and accommodation.
their home care package in 2019-2020.
The government has frozen funding increases in
The evidence that chronic disease is impacting residential aged care and has paused indexation
the elderly population’s ability to access the most of this funding available to providers.
appropriate, dignified and quality care services
highlights the urgent need to break away from There is an urgent need for action; we need
the traditional siloed aged care model that has to make fundamental changes to address the
been with us as a community for more than release of more home care packages; create
twenty years. The objectives of the aged care better systems for residential aged care; and an
system need a fundamental overhaul. The elderly injection of public funds is required to ensure the
are our most vulnerable, and with most people system meets the needs of older people.
over 65 having at least one or more chronic
diseases, or dementia, our ageing Australian Baby
Boomers are possibly more vulnerable than their
parents’ generation.

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2020 Group Annual Report

From Our Chief Executive Officer continued.

StewartBrown, Chartered Accountants care needs. They are also proposing introduction
specialising in aged care accounting, have of additional higher care packages so that six
indicated the significant financial strain on levels of packages are available. With less liquidity
the sector noting the significant number of available in the sector, some home care providers
residential aged care providers in financial could face insolvency. Even with the growing
distress prior to COVID-19. demand for care services, more providers closing
their doors may be evident in the coming year.
They have recommended a proposition to
increase the basic daily fee paid to residential In early March, the aged care sector started to
care providers to assist bridging the funding gap, face one of the most significant challenges in
however this is still under consideration by the our history. The COVID-19 global pandemic sent
Royal Commission. shock waves across our nation and the gaps of
the aged care sector system have been stressed
Home Care providers are also feeling the impacts as aged care providers scrambled to put in place
of consumer directed home care packages. There appropriate responses to manage infection of this
is a significant lack of high care funded packages deadly virus.
being released. This funding pressure results in
consumers only accessing care for social care Southern Cross Care responded to COVID-19
purposes as the funding is insufficient to meet by implementing a comprehensive COVID-19
their full care needs. Package funding leaves little pandemic response plan across all our services.
to contribute to health care and clinical services Infection control procedures included rigorous
delivery and the contribution of the majority of screening of staff and visitors entering our aged
consumers is limited or nil. care homes, heightened hygiene and cleaning
programs, increased training of staff and close
StewartBrown is arguing for the number of monitoring of residents who may have symptoms
package levels released for high care clients to be of concern.
increased to ‘rebalance’ the system and ensure
people are funded equitably and in line with their Recognising the learnings of the Victorian aged
care sector, we are developing new recruitment
and workforce training policies and action plans

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This year we have a greater
focus on improving our clinical
expertise by expanding our
allied health services and
dementia care so that our
clients continue to lead happy
and meaningful lives.

across residential care and home care. Recruiting Our strategy for integrated health and
and retaining our people is a priority, however wellness accommodation and services
structural reform on wages is required in the continues to be our focus and the strategy
longer term. Managing infection control with an remains valid. Delivering a viable integrated
appropriately trained workforce, deploying site health and accommodation solution that
work policies to part time and full-time staff and meets the health and lifestyle needs of the
managing infection control in the community is ageing baby boomer and their family and
a significant challenge for all providers. This is friends also requires a commitment from
an area that requires considerable support and government.
demonstrable action from peak bodies, unions
and government. This year, in our current key services areas of home
care and residential care, our clients are benefiting
During these challenging times, we have from our focus on integrated, multidisciplined care.
continued to receive many encouraging words of Whether clients require clinical assistance and
thanks from clients, families and our staff. Aged interventions from trained and qualified nurses,
Care Employee Day celebrations presented an allied health, dementia care or hospital treatment,
opportunity for our community to express their we continue to focus on improved access to quality,
gratitude, as demonstrated on our website’s safe care.
‘Wall of Thanks’. The support and engagement
demonstrate how committed our people are to Southern Cross Care continues to respond to the
the delivery of excellent care under extremely burden of disease on our community. We now
difficult circumstances. deliver a broader range of health and lifestyle
services in the home or at our health and wellness
Putting our clients’ needs at the centre of care centres. These offerings encourage consumers to
is an area of importance and focus for our contribute to the costs of their care so they may
leadership team and our Board for 2021 and access preventative health and wellness services
beyond. The expectations of consumers and to maintain their quality of life.
their families were identified some years ago
in our strategic plan and we will continue to Our state-of-the-art Health & Wellness Centre
evolve, reviewing our residential and retirement in Fremantle is now in its third year of operation
accommodation offerings. We will continue to offering rehabilitation and restorative allied health
services and has received a pleasing response
invest and expand the breadth of our health and from the local community. Seniors enjoy programs,
wellness services as we offer an integrated multi- covered in part by their private health fund,
disciplined service that aims to make navigating
aged care easier for all.

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2020 Group Annual Report

From Our Chief Executive Officer continued.

designed in conjunction with the Edith Cowan Support Program. We often see a deterioration
University School of Medical and Health Sciences. in their health and wellbeing during this time as
We are pleased to see an increase in seniors many do not have the means to pay for additional
taking ownership of their health, self-managing private care services as they wait for a home care
chronic health conditions, proactively positioning package.
themselves to live a full life at home, despite their
health limitations. Our residential care homes continue to offer
our residents excellent quality care in a safe and
With the growing preference for seniors to remain homelike environment. This year we have a greater
independent and living at home for as long as focus on improving our clinical expertise by
possible, there is increased demand for our expanding our allied health services and dementia
Southern Plus home care services. care so that our clients continue to lead happy and
meaningful lives.
Our expansive range of in-home health
and wellness services can support low- Our initiatives include revamped menus and a
care clients with health, care and disease focus on social activities including pet therapy, art
prevention supports. Our expanded services therapy and exercise programs which contribute to
also support clients with more complex improving the quality of life of our residents.
health and disability needs.
SCC’s retirement villages continue to provide a
A significant number of our clients are welcoming and social community for residents,
experiencing long wait periods to access an offering independent living in their secure and well-
appropriate home care package to meet their care maintained private residence. We continue offering
needs and will access the Commonwealth Home our village residents and Knights of the Southern
Cross access to VIP services from Southern Plus.
We were delighted that a recent survey of residents

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Our mental health business
is a key focus. Our person
centred recovery programs
are successfully transitioning
clients into the community.

revealed the vast majority remain I am proud of all that we
highly satisfied with their choice to have achieved this year as an
live in an SCC Retirement Village. organisation. I honour and thank
the Knights of the Southern Cross
Mental health continues to be for their continued support to
a key business focus for us. As our organisation. I also thank the
people with a mental illness can be Board for its leadership and vision.
among the most disadvantaged
in society, we are committed to 2020 has challenged us all, and I
making a difference to the lives wish to recognise our dedicated,
of those living with a serious compassionate leadership team
and persistent illness, as well as who have worked tirelessly to
supporting the needs of their protect staff and residents,
families so they can remain together with our dedicated care
connected to their community. teams who provided care and our
residents in our care homes who
Our focus on person centred were unable to receive visitors for
recovery approach has assisted some time.
a number of successful client
transitions into the community. Our clients, residents and their
families remain very much at the
With the assistance of the forefront of everything we do
Knights of the Southern Cross, and I look forward to continuing
we expanded our pastoral care our journey so they can be
services. The expansion of these assured they have chosen the
services comes at a fortuitous best possible services, care and
time as the COVID-19 pandemic accommodation.
created concerns for our clients
and their families and many were Errol Turner
seeking additional support and Chief Executive Officer
reassurance.

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2020 Group Annual Report

Our response to the COVID-19 pandemic

The Southern Cross Care WA Board, Executive and Senior Management team closely monitored the
COVID-19 situation and as it became evident that COVID-19 was likely to spread to Australia, SCC
established an Emergency Pandemic Planning Committee.
With the safety and care of our residents and staff our highest priority, our objective was to ramp up
prevention control measures, build workforce resilience, strengthen and empower the front-line teams
to stay vigilant in their approach to providing safe, quality care in their duties each day.
Our significant efforts in action planning evolved rapidly. As new information was released by both the
Commonwealth Government and State Government Departments of Health, the Committee proactively
adjusted relevant policies, procedures, training, infection control readiness audits and responses.
We are in ongoing discussions with Government to seek to ensure that our residents can access all
health services (including hospital care) as required in order to protect the health and wellbeing of
individual residents and residents as a whole.

Longer term planning

SCC adopted a three-step policy approach to manage the future threat of COVID-19 and general
infection control in a more streamlined and coordinated way:

1. Existing Workforce Infection Control Policy
Introducing shift rosters for residential care staff that will enable our staff to work
for one site only, wherever possible. The objective is to limit the potential transfer of
infections or illnesses across sites and within our community.

2. Infection Control Training Policy
The SCC Response Team and residential care site based clinical leads and support staff
received intense training in infection control, managing clients with COVID-19 symptoms
and use of PPE, which was delivered by a qualified third-party service provider.

3. Infection Control Readiness Policy
SCC has established a command and control centre operating under the direction of
the CEO involving:
• Workforce contingency planning that provides multi-disciplined care staff rosters to

be initiated for a COVID-19 environment if required, as well as to activate the SCC
Response Team.
• Managing all relevant communications to our clients, families, clinical team,
procurement services, waste management and transport firms, government
agencies, general public and media.
• Utilising contact centre technology to support communications with families and
residents’ primary contacts including an outbound and an inbound call centre.

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COVID-19 Key Statistics

National # Cases # Residential # Residential # Home Care # Home Care
Victoria Care Cases Care Deaths Cases Deaths
NSW 24,236 71 7
WA 17,683 1730 285
3,971 43 4
1,486 232
651 13 0
61 29
1 1
0 0

COVID data as at 20 August 2020 – Australian Department of Health
Population data as at 31 December 2019 - ABS

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2020 Group Annual Report

Our Customer Service Charter

In 2018 we introduced a new Service Charter, developed in consultation with our clients. In 2019/20
we further developed our workforce’s commitment to its principles. We continue to upskill and train
our people to deliver safe, quality care to our clients and residents to enjoy a better quality-of-life.

The Charter Progress 2019/20

Providing excellent health and wellness Our purpose is to provide you with excellent
services
lifestyle, health and care options
1. Our purpose is to provide you with
excellent lifestyle, health and care options. • We expanded and integrated the Health &
Wellness Centre services into our residential
2. We treat you with respect and dignity. aged care homes to provide residents with
a greater range of allied health and lifestyle
3. We ask if there is anything else we can activities.
do for you.
• New short-term residential respite options were
4. Our services and accommodation introduced at Southern Plus East Fremantle to
options are easy to understand, with meet the needs of the local community.
no hidden fees.
• We delivered the innovative ‘Positive Approach
5. Our staff are highly qualified and trained. to Care’ (PAC) dementia care service through
our dedicated Dementia Services Team (DST)
6. We maintain your health information across our residential aged care homes.
so that we can support your current or
changing needs. • We ran a series of educational sessions across
the year in our retirement villages to introduce
7. Your privacy and health information our expanded health and wellness services to
are protected and kept confidential. residents.

8. We will support you to be safe, while • We expanded the skill sets of our team of
maintaining your independence and home care Wellness Partners to include a new
wellbeing. role, focused on supporting best practice case
management of clients with dementia.
9. Technology is a business priority, to
make our services more convenient • Our Wellness Partners are now promoting
and accessible for you. access to the Health and Wellness centre for
our clients who have home care packages.
10. We acknowledge and respond to
feedback and complaints fairly and • We relaunched fine dining experiences at
quickly. Southern Plus East Fremantle.

20 • We introduced new activity programs at Frank
Prendegast House.

• W e continued our program of refurbishing
our residential care homes and upgrading
equipment including beds.

We work
alongside clients,
and promote the
mentality that
‘we do with,
not for’.

We treat you with respect and dignity • Our Community Options program
implemented a new residential agreement
• We extended our pastoral care program to all in March 2020, which clearly outlines the
our residential care homes. accommodation fees and highlights the
responsibility that SCC has to each client.
• In our Mental Health programs, a ‘Personal
Support Sheet’ was developed for each of our Our staff are highly qualified and trained
clients which provides a quick snapshot of their • Staff received training to meet the
likes/dislikes, goals, signs of becoming unwell
and distraction techniques. requirements of the Aged Care Standards

• The Kalgoorlie team commissioned and built • Implementation of new roles under our
a dedicated ‘fire pit’ for Indigenous clients to Centralised Services model at Head Office
engage in culturally appropriate events. provided greater support and expertise to
our RACFs in the areas of Quality & Risk and
We ask if there is anything else we can do for you Hospitality Services.

• Southern Plus Realty offered a full end to • Over the last twelve months, we reviewed and
end service - connecting people who need to enhanced the training delivered in the Mental
downsize to retirement living and aged care. Health programs. All recovery partners are
required to undergo a series of training sessions
• In home care, we continue to promote our designed to equip our staff to deliver outstanding
same face promise, to provide continuity of the recovery-oriented care to our clients.
same care team.
− Mental Health Awareness
• Within the Community Mental Health program
our staff work alongside clients, and promote − Recovery Planning
the mentality that ‘we do with, not for’.
− Recovery Mentoring & Support
Our services and accommodation options are
easy to understand, with no hidden fees • Our staff receive regular training to ensure
• Our mobile advisors wellness partners in they are up to date with best practice including
monthly clinical updates by our registered
home care now use a new budget calculator, nurses and dementia specialist training.
making it easier for home care clients to plan
and budget their services in line with their • Our Broome staff participated in cultural
home care package funding. awareness training.

• We provide practical work placements for
University of Notre Dame nursing students.

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2020 Group Annual Report

Customer Service Charter Progress continued.

We maintain your health information so that we We will support you to be safe, while
can support your current or changing needs maintaining your independence and wellbeing
• Invested in new mobile devices for the home • We created a Pandemic Response Committee

care team and the latest version of client to respond quickly and effectively to the
management software to improve the frontline unprecedented risk posed to our residents by
teams’ access to client information while COVID-19, with implementation of a range of
working in the community. protective measures and social engagement
initiatives to keep our residents safe while still
• Survey results showed 74% of mental health allowing for that important social interaction
clients surveyed thought that staff spoke to with their loved ones.
them about their physical and mental health
wellbeing Technology is a business priority to make our
services more convenient and accessible to you
Your privacy and health information are
protected and kept confidential • During the COVID-19 lockdown, our residents
• Upgraded our home care and residential were given access to Skype and other
technologies so they could regularly talk to
care software to ensure all client records are their family and friends.
maintained with secure digital storage.
• We introduced telehealth Nurse Practitioner
• Our mental health staff work diligently to consultations during COVID-19.
ensure that a client’s privacy and health
information is always protected and kept We acknowledge and respond to feedback
confidential. 80% of those surveyed agreed fairly and quickly
that their privacy was respected (up from
68% last year). • We regularly survey clients and residents and
develop plans to address feedback.

• We completed surveys of our mental health
and retirement village clients and residents.

22

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2020 Group Annual Report

24

2019/2020 highlights

980+ 220

staff volunteers

133,082 visits to SCC 100
and Southern Plus
websites placement
opportunities
for students

3340 1,096,403

calls received by the approximate number
Client Connect team of kilometres travelled
for home care services

4 respite 9 residential aged care
centres homes - 7 traditional,
1 next generation and
1 managed

9 retirement villages 64,705
– 6 owned and 3
managed, with 477 kilometres SCC buses have
dwellings travelled, taking residents
on day trips and outings

359 properties 416

managed on behalf of the affordable
Department of Communities housing tenants

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2020 Group Annual Report

Our Strategic Approach

In looking to the future, Southern Cross Care is focused on responding to the needs and changing
expectations of older Western Australians.

The challenge As we have started to see With greater demand for aged
those accessing aged care care and higher expectations,
Our society is facing one of its require and demand greater the cost of providing aged care
biggest challenges - to ensure choice, the concept of aged is higher than ever before. It
safe, quality and affordable care is changing. Rather will no longer be realistic nor
aged care, services and than moving into traditional sustainable for consumers to
accommodation are available residential aged care, seniors expect that the Government will
to every senior in Australia are increasingly choosing to be able to meet this growing
whenever and wherever they remain living independently in cost. Consequently, consumers
choose to age. the residence of their choice who have the means to
and accessing in-home aged contribute to the cost of their
Their care needs are complex, support services. This concept care and accommodation will
with many living with one of ‘ageing in place’ enables be expected to do so.
or more chronic diseases or people to remain independent,
mental health conditions. Not with their accommodation and As the aged care sector
only is this placing a significant care adapting, as their care embarks on a journey of
strain on the aged care sector, needs change. shifting its focus from traditional
but also on the broader health to contemporary aged care, we
care sector. need a significant investment

26

in technology solutions that With more than 50 years’ Supporting seniors who want
benefit both providers and experience in providing to stay in their home
consumers. With the right quality aged care services The SCC Group has:
technology, providers will and accommodation to West
be able to deliver quality Australians, we are well-placed + continued to expand the
individualised care in real-time to respond to the challenges
collaboration with health and ahead and we look forward to services clients can access
care teams. providing innovative aged care if they prefer to stay in their
solutions that provide choice own home
The Aged Care Royal and flexibility for our clients,
Commission has also residents and their families. + expanded opportunities
highlighted the unacceptably
high rates of elder abuse. Strategic progress 2019/20 for clients to maintain or
We welcome the various improve their health and
Government measures that Throughout 2019/20 the SCC wellness, including by being
have been introduced to group has continued to work to able to access our health
tackle elder abuse and protect meet our current residents and and wellness activities as
some of the most vulnerable clients’ needs, and develop to part of their home care
members in our community, meet the challenges facing the package.
and we look forward to further aged care sector and our future
reform in the future. clients. Please read the details Technology playing its role
in each section’s report. Some
If we are to support the highlights, in the context of our The COVID-19 challenge
growing number of people strategic approach, follow. hastened our use of technology
accessing aged care services, and has further demonstrated
we must continue to grow our Our workforce its potential as part of our
workforce exponentially. As a service provision. In 2019/20:
sector, we need to ensure we The Aged Care Royal
are able to attract and retain Commission and COVID-19 + our nurse practitioner
dedicated, qualified and skilled experience have highlighted
health care professionals and the issues the industry faces introduced telehealth
encourage them to choose a when it relies on a casual, consultations
career path in aged care. minimally trained workforce,
and reinforced how fortunate + we increased our use of
Our commitment we are to have our dedicated,
qualified and skilled team. In technology to help residents
As one of Western Australia’s 2019/20: stay in contact with loved
leading aged care providers, ones through lockdown.
we proudly support seniors in + 138 of our staff achieved
whatever choices they make Age in place strategy
as they age. The SCC Group long-service recognition; 61
continues to implement an of them have been with us Our development program
integrated health, wellness and for over 10 years continues to ensure that we
lifestyle model that includes have a range of accommodation
aged care services and a range + our highly qualified and options for people who want
of accommodation offerings, to live in a village community
in addition to contemporary trained employees help us environment or in an aged care
medical and health and to efficiently manage our facility.
wellness services. compliance and mandatory
training requirements, and
provide excellent care.

27

2020 Group Annual Report

The Charter of Aged Care Rights led the
way for New Aged Care Standards

These Government-led initiatives twelve fundamental principles – delivery that will contribute to
safe quality care, independence, the outcome of client safety,
provide further principles and
personal privacy, fairness and health and wellbeing. At their
quality care standards to
choice, to name a few. By introduction in July 2019,
ensure clients receiving aged
co-signing the Charter, clients and ongoing throughout the
care services are confident
or their representative have a year, Southern Cross Care
that they are receiving the best
much clearer understanding has delivered learning and
of care and services possible.
and awareness of their rights. development programs to
IntroductionThe Quality Standards and the
Charter of Aged Care Rights thtTooeumnAadgkeeersdittaeCnadasiwreerhafQotrugcoaoolndistucymarSeertsandettohanesrbudeurviseledrot-uhinreciwrreosakrskiliflnsogracnleedvcemolsnetoeinft ue
looks like, each of the new
malsooreeonspuproertcuonnistiuems teorsphroavvAiedbeout eight quality standards reflect competency expected of aged
care workers in Australia.
feedback.

All aged care providers now the expected level of care

have greater accountability for

the care they provide. Notably, Serfvoircedsaialyndlivsiunpgports

these initiatives introduced in Paenrdsoclninailccaalrceare
July 2019 are consistent with
our existing values and mission
to provide exceptional quality

care and services.

As one of the leading awistshescsonmseuntmaernsd Organeisnavtiiroonn’ms seenrtvice
not-for-profit aged care
providers in Western Australia, Ongoing Consu
we hold ourselves to the highest planning Organisational go
standards. The Charter of mer dignity andchoice
Aged Care Rights and the Aged and complaints
Care Standards align with our
longstanding commitment to
providing quality care that is
respectful and dignified, to all
our residents and clients.

All clients receive a signed vernance Feedback
copy of the Charter of Aged
Care Rights when they enter Human resources
our services. The Charter,
introduced by the Aged Care
Quality and Safety Commission,
was aimed at building a better
aged care system through

Organisations providing Commonwealth The Quality Standards are made

Source: https://www.agedcstaourbceosqimduiapslleiytdyw.gaigothevd.tahucea/srAeitgesesed/rdCveiacfreaesuQaltur/eafillreietsyq/umireeddia/Guidu1a.pnC cooenf _se%uigm2h6etr _idnRidegisnvoiitduyuracaneld_SVctah1n1o.pdicaderfds:
28 Standards (Quality Standards) from 1 July
2019. Organisations will be assessed and 2. Ongoing assessment and planning
with consumers

We support the
introduction of the
Charter of Aged Care
Rights as it ensures that
all residents, clients
and their families who
place their trust in aged
care providers can feel
confident in the care
and services they are

receiving.

29

2020 Group Annual Report

From the Knights of the Southern Cross

2019/20 has been one of the Homes over 50 years ago. While none of us can be certain
These Catholic men faced many of the future, I feel we can
most challenging years for challenges and obstacles in say with confidence that the
bringing this vision to life, as have staff of Southern Cross Care,
everyone who is involved in those who have followed in their Southern Plus and Southern
footsteps. All of those involved Cross Housing all remain
health and aged care. have been true to the Church’s committed to providing the best
mission of compassionate care possible and will rise to the
Be it for residents or carers care and healing to those in challenges presented to them.
in homes and villages, for need, the founding principle for
the families of those in the the organisation. Archbishop Once again, on behalf of all
facilities and for those involved Costelloe reflected at the start members of the Order, I would
in keeping the organisation of the pandemic that, “in these like to thank Southern Cross
operating or those involved in changed circumstances, the Care: the volunteers, the
planning for future, the year Church will continue to be a living carers and those who keep the
has presented more challenges sign of God’s fidelity and God’s whole organisation operating,
than any of us envisioned. loving presence. But the Church thank you. Thank you for your
Those challenges have been will have to do this in new ways: passion, commitment and
physical and emotional, social we will have to do this in new support to those in need of
and financial, and I am proud ways, for all of us, the community your care.
to say that I believe Southern of disciples, are the Church.”
Cross Care (WA) Inc has risen to (Pastoral Letter 24 March 2020) God bless.
these challenges and that the I believe that the way in which
hard work and dedication of all residents, clients, families and Nigel Hayward
of those involved has ensured carers of Southern Cross Care State Chairman
the best outcomes for residents, (WA) Inc have responded reflects Knights of the Southern
clients and staff. that same fidelity and loving Cross (WA) Inc
presence of God.
The manner in which the
organisation has responded
reflects the legacy of the
Knights of the Southern Cross,
who founded Southern Cross

30

We remain committed
to providing the best
care possible and will
rise to the challenges
presented to us.

31

2020 Group Annual Report

Our new Nurse Southern Plus East
Practitioner Fremantle Health and

Tai Chi classes Wellness Centre

Walking groups The Southern Plus East Fremantle Health and Wellness Centre
and accredited continues to offer a unique service to help residents and seniors
exercise classes in the community remain healthy, fit and independent while also
encouraging social connections.
Accredited
Exercise The centre offers Our new nurse practitioner
Physiologists contemporary facilities including
a purpose-built exercise clinic In 2019/20 we welcomed a
with modern gym equipment, new nurse practitioner, Nicole
outdoors exercise area and Harwood. A very welcome
hydrotherapy pool. addition to our team, Nicole
provides the following services:
Its services, developed in
partnership with Edith Cowan + provide clinical support
University’s Vario Health
Clinic, are led by our team of following a stay in hospital
accredited exercise physiologists
and allied health professionals. + provide prescriptions and

access to PBS medicines

+ refer to hospitals and

specialists

+ order x-rays and

diagnostic tests.

32

Exercising at Southern Plus Ageing’ initiative, which aims to affecting the elderly including
deliver affordable, subsidised osteoarthritis, osteoporosis,
We introduced Tai Chi classes in exercise classes for over-65s heart failure, diabetes, cancer
2019/20. These are held outside led by accredited exercise treatment and falls.
in our relaxing leafy courtyard. professionals. We offered
Tai Chi is a low-impact form of an entry client pathway to Respite and after hospital care
exercise that incorporates slow, specialist wellness services
gentle and tranquil movements tailored to meet chronic health Our team also continues to
and the classes have been very conditions on an affordable support Southern Plus East
popular. Tai Chi is beneficial for basis - $18.50 for a full Fremantle respite residents by
relaxation, improving balance, assessment (instead of $85.00) developing health and wellness
preventing falls and for those and $8.00 for group-based plans to support them once
living with arthritis, asthma, activities (instead of $20.00). they return home.
diabetes, Parkinsons and
Alzheimers. We were also pleased to offer This year we also partnered
a range of exercise programs with St John of God Hospital,
Our aquatic classes have been developed by leading health and to provide health and wellness
popular since reopening after the ageing organisations including services to its patients who are
COVID-19 lock down in March. Arthritis WA’s ‘Direct Movement returning home after a stay in
Program’, WA Department of hospital.
Other new initiatives that Health’s ‘Stay on your feet’
program and COTA’s (Council
have been popular are our of the Ageing) ‘Strength for
Life’ program. While each of
walking groups and group these programs had different
objectives and benefits, they
exercise classes were all developed specifically for
over 65s and addressed some
We successfully obtained of the complex health conditions
a grant as part of the
Commonwealth Government’s
‘Exercise Right for Active

33

2020 Group Annual Report

Southern Plus East
Fremantle

Premium Luxury Southern Plus East Fremantle + a new membership option
Plus Services
continues to offer premium for residents to access the
Dedicated Care onsite Health and Wellness
Companion residential aged care Centre, including the range
of specialised group classes
Family accommodation combined held in the gymnasium and
Connections the hydrotherapy pool.
with an onsite health and
Personalised Southern Plus East Fremantle’s
activity programs wellness centre. residential respite care program
is also available to meet the
Residents at Southern Plus needs of people who need
East Fremantle have access short-term accommodation
to 24/7 onsite nursing and a and care following surgery,
broad range of luxury services illness or injury or where carers
including: need a break. This program
also provides a chance to try
+ each resident has a clinical residential aged care living
and helps the transition into
care partner, care team and permanent residential care if it
onsite medical centre is needed in the future.

+ a personalised range of

social activities for residents
and their families, held in
spacious communal areas,
including lounge room,
library and cards room

+ a concierge service to

help organise activities,
appointments and social
connections if required

+ fine dining, casual dining and

healthy choice snacks

34

Fine dining is an event not to be missed

At Southern Plus East Fremantle, served with a choice of quality The team at Southern Plus East
the Maggie Beer Foundation wines. This week Dhurba Fremantle takes inspiration
philosophy that food should be recommended the confit duck from resources and recipes
more than nourishment is held legs and roasted potatoes, published by the Maggie Beer
in high regard by Head Chef paired with a delicate orange Foundation to bring sensory
Dhurba and his team. sauce. joy to the lives of our residents.
The importance of mealtimes
Every Friday residents enjoy Residential Operations Manager, spans wider than a plate of food,
an amazing three-course meal Daniel Smith, recognises that and instead is a combination
with bursting flavours, enticing food is an integral part in the of providing residents with a
smells and a variety of different lives and routines of residents. meal that evokes joy, paired with
textures. Hosted in the fine dining meaningful social connections.
room, complete with pressed “Residents associate Friday
white tablecloths, fresh floral evenings with fine dining, they The aged care industry has
arrangements and classical look forward to donning their experienced unimaginable
music, residents experience collared shirts, dresses and challenges in 2020, and we now
an atmosphere likened to that jewellery. Seeing the residents recognise that excellent food
of the world’s most accoladed enjoying their meals, engaging enjoyed with loved ones holds
restaurants. in conversation and thanking more value than ever before.
the team of chefs is wonderful”
When designing the menu, said Daniel.
Dhurba considers that food
is one of the most important
sensory experiences for a person
living in aged care. At Southern
Plus East Fremantle, the close
proximity to both the Swan River
and the Indian Ocean inspires a
changing menu solely focused
on seasonal West Australian
produce. Recently residents
enjoyed pink snapper from WA
waters, with asparagus risotto,
paprika butter and sundried
tomatoes. The elegant fish is

35

2020 Group Annual Report

Home Care

Home care With many more seniors on a private package or CHSP
budget and then move to a government-
calculator choosing to live independently funded package once they have
been assessed and approved.
Telehealth at home, our Home Care
consultations Our new nurse practitioner
program has continued to
Quality Standards Our Nurse Practitioner, Nicole
and Charter of expand throughout 2019/20. Harwood, supports our in-home
Aged Care Rights clients with services including:
Our Southern Plus Team offers
home care clients access to our + prescribing medications
health and wellness services as + diagnosing, treating and
well as essential services to stay
independent to continue living managing their health
at home. Clients are continuing conditions
to benefit from help around the
home, including personal care, + initiating referrals to other
medication management and
respite services. health professionals

Each client works with our + ordering pathology and
dedicated Wellness Partners to
create a personalised care radiology tests.
plan, flexible to the changing
needs of the client, to achieve Nicole can consult clients in
the best possible outcome and their home in the metro area,
quality-of-life. at our East Fremantle Health
and Wellness Centre and during
Clients who are on the waiting list the COVID-19 pandemic via the
for a government-funded home telehealth platform.
care package are able to start

36

Recovery and fitness Southern Plus supports Aida

Our allied health team, comprising to regain control of her
physiotherapists, podiatrists, occupational
therapists, exercise physiologists and therapy health and independence
assistants, visit many of our clients in their home.
Aida first encountered the Allied Health
For clients who have had surgery or an injury, the team at Southern Plus 18-months ago.
team will undertake an assessment and develop a Her primary concerns were related to
rehabilitation program. They can also help clients a stroke which she experienced many
achieve general improvements in fitness and years earlier. During the early phase of
balance. recovery Aida needed to relearn to walk
and talk.
Home care clients are also welcome to attend the
tailored fitness classes at the Health and Wellness She was successful in this part of her
Centre. The cost can be charged to their home recovery. However, Aida never made
care package to avoid any additional out of a full recovery, having lost control on
pocket expenses. one side of her body, which made daily
tasks like walking and grasping objects
Keeping to your budget very challenging. Difficulty with mobility
has impacted Aida’s confidence to live
This year Southern Plus introduced a new home independently.
care budget calculator. The easy-to-use calculator
provides a simple snapshot of the cost of services Fortunately Aida has many loved ones
so clients can easily understand the plan to utilise who care for her and help her to build
their package funds. Using the calculator, our coping mechanisms. Since receiving care
wellness partners work with clients to ensure they with Southern Plus, Aida has modified her
are maximising the services from their care plan. home setting multiple times to ensure it
is personalised to her needs and enables
Qualifications and accreditation her to live comfortably. This has included
seating modifications, use of mobility aids
All of our registered nurses, enrolled nurses and installing ramps through doorways.
and allied health staff have industry-recognised
qualifications; all carers must, as a minimum, have Aida also receives weekly visits from
a nationally recognised qualification - currently a Southern Plus Exercise Physiologist,
a Certificate lll in Individual Support – Ageing. whose encouragement and attention to
Southern Plus also provides regular training for detail helps keep Aida motivated and
staff to ensure they are up to date with best on task to reach her goals and maintain
practice skills and information. her independence. During these visits
Aida focuses on gait training, lower
In July 2019, we welcomed the introduction of limb stability and attaining optimal
the Government’s new Quality Standards and function from her upper limbs. Today
the Charter of Aged Care Rights. These initiatives Aida continues to live independently in
ensure that clients’ needs and expectations the comfort of her well-suited granny
are being met for both clients and aged care flat with regular social support from her
providers, regarding choice, flexibility, care loving family and care team.
services, funding and fees, communication,
feedback and complaints as well as staff safety. 37

Client Connect Over 2019/20
Client Connect:
Southern Plus’ Client Connect whether it be for a parent or
spouse, after a serious illness or Answered 3340
team has been available – stay in hospital. At a time when telephone calls
they should be focusing on the
just a phone call away - wellbeing of their loved one, Assisted 777
they are unfortunately faced hours (22 weeks
8-5pm Monday-Friday over the with having to navigate the of nonstop calls)
aged care system, which can be
past year. daunting and difficult if you’re Visited
unsure of what you are doing.” approximately
Our Aged Care Advice Line 824 people in
service recognises that decisions “Our concierge service aims their homes to
about aged care often need to to remove the stress and help them access
be made unexpectedly, and that assist families in accessing the home care
navigating the system can be appropriate type of care and
complex. services they need for their
loved one. Our team will explain
As well as responding to any the range of services available,
queries about aged care, team how to access government
members can offer invaluable funding and general information
tips and tools to guide families about health and wellness
through the aged care process. services.”

Oliver Warr, Head of Sales for
the SCC Group, said that “often
when families contact our Aged
Care Advice Line, they are
in urgent need of aged care

38

VIP Program Concierge Service
VIP Recovery Plus
Our VIP Program delivers + Access to the handy VIP Program
Southern Star
much-needed benefits program wallet card with Magazine
village concierge Advice Annual health check
In 2020, we reminded our Line information. and flu vaccination
residents, clients and Knights of Health and Wellness
the Southern Cross to enjoy the + Priority support to help education sessions
best possible quality-of-life. This Health offers
has been at the forefront of the clients access residential
Southern Plus VIP Program. care and respite care. 39

Focusing on a range of services, The VIP program services are
the VIP Program offers: available to current SCC Village
residents (owned and managed
Concierge support – our Village sites); Knights of the Southern
Managers are the first point Cross (and their families); IAC
of contact for queries relating and other religious affiliated
to services. Residents call their organisations and Current
mobile phone or office line Southern Cross Housing clients.
during normal business hours.

Aged Care Advice Line - our
team of experts are available
from 8am to 5pm weekdays to
answer any questions about
aged care and help you access
home care services by calling
1300 000 161.

Recovery Plus Program – this
program aims to reduce the
risk of returning to hospital
by investing in home settling
services, including the
Village Manager organising
complimentary Shofer transport
from hospital and helping
to ensure outpatient and
medication supports are in place
to reduce the chance of re-
admission through discussions
with discharge nurses.

+ Tri-annual Southern Star

Magazine delivered by post
or email.

+ A complimentary annual

flu shot from a Southern
Plus Nurse Practitioner, bulk
billed through Medicare.

+ Access to health and

wellbeing talks and education
events in SCC Villages.

2020 Group Annual Report

Home opens and
styled units

Comprehensive Southern Plus Realty
online
advertising and Southern Cross Care’s (SCC) Southern Plus Realty Team
marketing offers an easy-to-use, one-stop shop to help families manage
the process of selling or leasing the family home to move into
Assistance retirement living or aged care.
in contracts
and legal Southern Plus Realty’s service differs in that its team members:
agreements
+ consult with the seller and their family to understand their
Help moving into
retirement living goals and objectives, needs and preferences for future
or aged care accommodation, as well as their future income needs

Achieve the + help them to understand the financial implications of
best possible
result retirement living or aged residential care, including ‘lease
for life for retirement living’, and how to negotiate an
accommodation bond and associated daily care fees for
residential aged care

+ achieve the best possible result for the sale of a client’s home

and, if it they want to move to a SCC Retirement Village or
a place in a SCC Residential Care Home, to secure the right
place for them.

40

During 2019/20 the team also introduced a Better than expected home
number of initiatives to help people who are sale paves the way for new
selling a SCC villa. These included: retirement lifestyle

+ open days A better-than-expected sales price on her
+ introducing a comprehensive online family home, and sound advice from the
Southern Plus Realty team while purchasing a
advertising campaign and marketing villa in SCC’s Faulkner Park Retirement Village
packages which include professional has meant Judith can relax and enjoy her new
photography, online listings and brochure retirement lifestyle.
packs, optional newspaper advertising,
twilight and/or drone photography, virtual Judith explained: “from day one, I found Adam
tours, and signboards Green from Southern Plus Realty a very friendly,
interested, and professional agent. What was
+ introducing an option to have the team probably one of the biggest decisions I have
ever made regarding property was actually
style a villa for photos and home opens. much less stressful than I thought. Adam’s
easy-going attitude belied a very disciplined
Towards the end of 2019 and start of person who did his research thoroughly on my
2020 our service was relatively busy but, area, put together in an easy to understand
understandably, the COVID-19 pandemic printed format.
caused the Western Australian real
estate market to slow down significantly. He was patient, always available, explained
Encouragingly there was continuing interest things well and gave me much needed
in the SCC properties available for sale. Whilst confidence in selling my property.
the market uncertainty continues nationally,
in Western Australia the team feels confident My home sold for more than I expected within
that the market will see some buoyancy over about six weeks of being on the market. Adam
2020/21. always kept in contact with progress made and
gave sufficient notice for viewings. I never felt
any sales pressure from him and I felt I was in
control of my decisions.

I also bought my current home from him in a
retirement village and his knowledge in this
area helped immensely.

I am extremely happy with the whole
experience of selling my previous home and
buying the current dwelling. Thank you Adam!”

41

2020 Group Annual Report

Dementia Services and Support

Southern Cross Care’s (SCC) Our team is at the cutting edge
Dementia Services Team of dementia care implementing
provides specialist services to our the Positive Approach to Care
residents living with dementia. (PAC) across the organisation. An
The team includes a mental educational philosophy conceived
health nurse, a registered nurse, by Occupational Therapist Teepa
and an occupational therapist Snow, PAC is recognised globally as
(the manager of the team) with a leading dementia care approach.
many years of experience in It offers guidance to professional
management and dementia care. carers on implementing an
The team aspires to consider and adaptable care approach that
appreciate clients’ life experiences focuses on the skills that remain
and understanding of dementia, in the person with dementia,
as well as their personality traits, rather than what is lost. Our Team
learning preferences, and readiness Manager Rejane Le Grange is
for support. currently the only Australian that
is certified in three of the PAC
domains – a Trainer, Consultant
and Coach.

42

43

2020 Group Annual Report

Age In Place precincts Age in place Property
Development
Age-in-place
apartments Over 2019/20 the SCC Group Currambine

Health and has continued a property Subject to development
Wellness Centre approvals, we expect
development approach construction of our Currumbine
Dementia care Village to commence late 2021.
focussed on the increasing
Residential care In addition to traditional
desire of seniors to live residential care, our new
Activities and Currumbine Village will include:
outings independently in their own
+ innovative serviced
44 home for as long as possible
apartments to enable
and to stay healthy and active. couples and singles to
age-in-place
Our planned developments
focus on offering a range + access to in-home health
of accommodation options,
including contemporary and wellness services
age-in-place apartments located provided by Southern Plus
in a health and wellness
precinct. Our homes will offer a + low-maintenance housing
low-maintenance lifestyle and
easy, secure access to in-home options for downsizers
health and wellness support as who want to continue to
needed in the future. live a low-maintenance
independent lifestyle

+ an 88 bed traditional

residential care home for
those needing a higher level
of care and for those living
with dementia

+ an integrated health and

wellness hub, including
medical services from
GPs and allied health
professionals

+ a Coles supermarket and

other specialty shops are
also being built within
walking distance.

Foley Village, Hilton

Planning and approvals are
underway for development on
the vacant land adjacent to
our Foley Village in Hilton. This
new facility will include a range
of accommodation options
including:

+ 12 serviced apartments

which will allow couples and
singles to age-in-place

+ Access to in-home health

and wellness services
provided by Southern Plus

+ a 72 bed traditional

residential care home for
those needing a higher level
of care and for those living
with dementia

Subject to development
approval, we expect
construction to commence in
late 2020.

45

2020 Group Annual Report Southern Cross Care

Residential Aged Care

Safe, home-like Southern Cross Care’s (SCC) and intergenerational therapy
environment with young children from local
eight residential aged care playgroups.
Refurbishment
program homes provide our residents Our residents also enjoyed a
number of varied and interesting
Pet therapy, art with excellent quality care excursions, made possible due
therapy, exercise to SCC’s purpose-built buses
programs and support within a safe, with wheelchair access, ensuring
that all residents can enjoy
Intergenerational homelike environment. getting out and about and
therapy staying connected to the local
Residents are supported by our community.
highly trained and dedicated
staff who work to respond to During 2019/20 we continued
each resident’s individual needs, our refurbishment program
choices and beliefs to ensure across several of our residential
they continue to lead happy care sites including the
and meaningful lives. installation of a new kitchen
at Frank Prendergast House,
All our residents have tailored new furniture at Margaret
care plans developed by our Hubery House and extensive
clinical and allied health staff in refurbishments at Joseph
consultation with their GP and Cooke House.
other medical providers. This
can include clinical care, allied In addition, our residents living
health services, social activities with dementia benefitted from
and nutrition. Additional mental the expertise and support of
health services are provided if SCC’s Dementia Services team,
required. who worked with residents
and their families to develop
An important aspect of our dementia-specific care plans.
residential care offering is
the broad range of enjoyable This year, we met our
and stimulating activities for
residents such as pet therapy,
art therapy, exercise programs

Excursions

Pastoral Care

46

This year, like every other year, Our care providers + cultural awareness and
we met our obligations under
the Aged Care Act 1997 and the We are very fortunate to have a diversity training.
Australian Aged Care Quality highly trained and experienced
Agency. We also underwent workforce, who demonstrates During 2019/20 residential care
audits and regulated visits at every day, their commitment to staff also attended regular
our residential care homes, all of delivering the best possible care pain management workshops
which received re-accreditation. and support to our residents. As presented by Professor Eric
a minimum, all of our registered Visser from the Churack Chair
Extra support when needed nurses, enrolled nurses, of Pain Education and Research
allied health staff and care at the University of Notre Dame.
Our dedicated pastoral care support staff have recognised
team continue to provide qualifications and are In the regions
spiritual support and counselling supported to complete ongoing
for our residents and their professional development. We Southern Cross Care remains
families, particularly during are also proud to offer work one of the few aged care
difficult and challenging times. placement opportunities to providers in Broome and
The team, who regularly visit all nursing students, ensuring Kalgoorlie. In Broome, we work
SCC residential care sites, can they gain clinical aged care closely with the local community
also assist residents to access knowledge and expertise, which to ensure we are providing
additional support services if not only benefits SCC, but the our residents, the majority of
requested. wider aged care sector. whom are Indigenous, with
aged care that is both culturally
Recognising the importance of SCC also provides regular and spiritually appropriate.
respectful and dignified end- training sessions for all staff to In Kalgoorlie, we undertook
of-life planning and palliative ensure they are up to date with extensive refurbishments,
care, we work in consultation best practice. This includes: including a new outdoor
with family members, external undercover area with a fire pit
palliative care specialists and + monthly clinical updates by for residents and their families
our pastoral care team, to to enjoy.
ensure our residents are as our registered nurses
comfortable as possible when
nearing end of life. + dementia-specific training

from our Dementia
Services team

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2020 Group Annual Report

We encourage
residents to use
technology to
maintain connections
with their loved ones.

Innovative activities receive residents tick of approval

When the staff at Frank new friendships to blossom with “Our residents still enjoy the
others in the community. The activities that we’ve always
Prendergast House (FPH) residents also enjoy face-to- offered such as bingo, concerts
face visits by children from local and bus drives but our new
were looking to expand their schools and kindergartens. activities program has really
opened all of our eyes to the
activities program beyond With many FPH residents endless possibilities that we can
living with dementia, the team offer residents.”
what they had traditionally introduced a ‘sundowning’
program called the Emerald “This initiative would not be
offered, they looked no further Club. As part of the initiative, a possible without the efforts of
small group of residents come our wonderful activities team
than their own residents for together with a staff member who are supported by a group
to sit and enjoy quiet peaceful of lovely volunteers who go
inspiration and ideas. activities together, reducing above and beyond to make
stimulation and providing a calm, sure the residents are happy
Based on suggestions from safe, and secure environment for and enjoying the activities. You’ll
residents, the new activities those who may otherwise feel often see the team getting
program included more anxious during this time of the involved in the activities and
barbeques, outings, picnics, bus day. Those who still want to enjoy they aren’t afraid to poke a bit
trips and even a fishing trip. their independence, may have of fun at themselves if it makes
Residents have also celebrated Southern Plus support workers residents smile,” Emily said.
different cultures with various to take them on various outings
national day events, and in the local community, including
participated in popular activities to the local Men’s Shed, visiting a
such as music and dancing. cafe or going shopping.
When many residents indicated
they would like some smaller Emily Wood, Care Service
group activities where they can Manager at FPH, said residents
share and talk about common and staff had really embraced
interests, they created a men’s the new activities program.
group and a women’s group.

FPH staff also encourage
residents to use technology
such as Skype to maintain
connections with their friends
and families, and encourage

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2020 Group Annual Report

Recycling
stations

Upgraded
gardens

Purpose-built Retirement Villages
buses for social
outtings

Open days and Southern Cross Care’s (SCC) Our resident committees
guest speakers
retirement villages offer We continued to demonstrate
Independant our commitment to meeting
living residents a lifestyle where the needs and expectations of
our residents, working closely
Success Health they can live independently with the various resident
and Wellness committees at each village.
Centre in their own secure and well- Our representatives are able
to hear firsthand feedback and
Access to Nurse maintained private residence, suggestions from residents,
Practitioner and keep residents updated
all within a welcoming and on issues such as planned
maintenance programs and
social community of like- capital expenditure.

minded people. In response to suggestions, this
year we:
Residents have access to our
VIP services including our 24/7 + upgraded various gardens
Aged Care Helpline and priority
access to in-home health and and buildings across our
wellness services, our residential villages
aged care homes and Southern
Plus respite care. During the + introduced recycling stations
year we added access to a
convenient transport service via in each village to assist with
our partnership with ‘Shofer’ as the collection of recyclables
well as concierge services by that would otherwise have
the onsite village managers. gone to landfill.

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