Contents 5 Chairman/CEO message 7 Our story 11 Partnerships
12 Our People 20 Our Services 40 Financials
10 Celebrating excellence Discover what Anglican Care has achieved over the year.
26 Hear about our Organisational News From our retiring Chairman, to our new Customer Support Team, read all about our wonderful initiatives.
34 Highlights of a great year Age is no barrier to having fun - just ask any of the participants at our events for Sensational Seniors.
s u w o n k o t getting SECTION 1
Malcolm McDonald
Colin Osborne
THE CHAIRMAN & CEO’S YEAR IN REVIEW It is a great pleasure to present the 2017/2018 Annual Report for Anglican Care. We have had a busy year throughout our organisation, as we continue to deliver on our vision of ‘enhancing the lives of ageing people’ throughout the Diocese.
We want our customers to be well informed, guided and supported throughout the process of accessing aged care services and we believe that our new team members are able to do this. You can read more about the development of the Team on page 31.
We continue to work towards the achievement of our goals as articulated in our Strategic Plan ‘Heading towards 2020’. Supported by a specific operational plan, these initiatives will assist in ensuring our continued success in the provision of contemporary high quality services underpinned by Christian philosophies.
The past 12 months have seen significant progress on a number of projects. This advancement is largely directed by our Property Development Plan, which allows us to guide and prioritise known or potential projects to ensure we continue to provide quality aged care services and accommodation for seniors within our community.
The environment in which we operate remains one of constant change and growing competition, particularly in the Home Care sector in line with the ‘Increasing Choices’ legislation. We remain committed to ongoing community engagement to ensure people understand the changes and how to access services.
Notable projects included:
In anticipation of future government reform, we have streamlined the operations of our Commonwealth Home Support Programme to ensure an optimal and flexible service to seniors. This entailed merging our three Day Centres to two. We now operate East Lake Macquarie Dementia Service at Belmont and Alkira Respite and Day Therapy Centre from Kilpatrick Court at Toronto, until its eventual move back to a purpose built centre as part of the C A Brown redevelopment. As touched on above, we know that there is a growing need in the community to support older people and their families to navigate the increasingly complex aged care system. With the objective of wanting to enhance the experience of our new customers and to assist them to identify and access the best solution to their aged care needs, we moved towards the introduction of our new Customer Support Team.
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Completion of 24 retirement living villas and a village centre at Tenambit.
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The new Hospitality Services building at Boolaroo was completed, ensuring a high quality, best practice food and laundry service.
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Commencement of the redevelopment of CA Brown at Booragul, with demolition of the existing building beginning in April 2018. Construction of the new building, consisting of 126 single rooms with ensuites, a café, alfresco dining area and Day Centre, will be completed in 2020.
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Lodgement of a Development Application for construction of a residential aged care home, retirement villas and village centre in Gloucester.
We also welcomed Great Lakes Aged Care in Bulahdelah in August 2017. The services were renamed Cedar Wharf Lodge and Alum View Retirement Living, reflecting the historical relevance of the facilities’ beginnings.
ANGLICAN CARE ANNUAL REPORT 2017/18
THE CHAIRMAN & CEO’S YEAR IN REVIEW CONTINUED We continued to attract recognition and commendation for the quality of our services and staff.
Highlights included the following: •
Winning the ‘Transforming Health’ category at the Hunter New England Health Quality Achievement Awards. Our project was ‘Improving Residential Aged Care Transfers with Telehealth’ and was in partnership with Belmont Hospital.
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Being awarded a Better Practice Award for our Lifestyle Resource Van.
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Four Hospitality Services staff were named as finalists in the OSCAR Hospitality Aged Care Awards in 2017 and 2018.
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Acknowledgement in three categories of the 2018 ACSA Aged Care Awards.
We recognise of course that neither continued growth or ongoing recognition would be possible without the many people who give of their time and energy to Anglican Care. This includes our very professional and caring staff, our fantastic volunteers from the Parishes and the community, enthusiastic Auxiliaries operating in the Hunter/Central Coast and in the Manning. Our organisation is unique because of the passion, dedication, compassion and commitment to providing services to aged people that these special people provide. We appreciate the very keen and professional diligence of all members of the Board who continue to give considerable time and energy to the Board and Committees. A very special mention must be given to our former Chairman, John Kilpatrick on his retirement
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following 47 years of dedicated service. A visionary leader, he ensured Anglican Care remained a market leader in aged care services. We wish John and his wife Ellen the happiest of retirements. Our Chaplaincy services continue to provide a vital ministry at Anglican Care and we express our appreciation to our Pastoral Care Coordinator and Associate Chaplain together with the other Priests providing chaplaincy services at facilities within Parish boundaries as they offer their specialised support. Many of our chaplains are supported by teams of lay volunteers who are also dedicated in their commitment. We remain grateful to the Diocesan staff who assist us, with special thanks to Bishop Peter who gives great support to this special ministry of the Diocese. We have much to celebrate with the aged care ministry at Anglican Care as we continue to be good companions on the journey. Colin and I look forward to working together, with the support of our quality management, staff, volunteers and Board members to continue to build on our wonderful history of care and concern. In the ever evolving story of Anglican Care we will strive to ensure that ‘every moment matters’ for the people we are privileged to provide care and support to.
The Anglican Care story
implement innovative award-winning care programs.
In 1956, life moved at a gentler pace. People seemed to have more time for each other, their family and friends. However, the Anglican Church of Newcastle recognised that many older members of the community left to fend for themselves were in need of care and support.
But as much as we appreciate being recognised as a leader in aged care, the real reward comes from helping our residents and consumers to stay actively connected and engaged with life.
In that moment, Anglican Care was born. The first Anglican Care facility was established at Booragul and for anyone living on the western side of Lake Macquarie, the CA Brown Retirement Village became a prominent landmark on the long and winding road to Newcastle. For many, it became a new home where they would live out their retirement years in peace, comfort and security. They were cared for by staff who more likely than not were locals themselves, adding to the shared sense of community. The Anglican faith-based values of genuine care, respect and compassion for others flowed naturally into the values of the new organisation and Anglican Care quickly developed a reputation for delivering the highest standards of aged care. More than 60 years on, there are now twelve Anglican Care facilities across the Mid Coast, Hunter and Central Coast, with more to come. Like the original Booragul village, they’re all very much a part of their community, providing local care, comfort and support to local people. We now provide a complete range of services from community and home care to retirement living, residential and palliative care. We’ve applied our experience and expertise in these areas to develop and
Which is the whole point, really. Because while the world might change, our culture of care never will. We’ll always be committed to the ideal that life is precious…and that every moment matters.
Anglican Care’s Vision, Mission and Values Our Vision We believe in enhancing the lives of ageing people. Our Mission Anglican Care is the aged care mission of the Anglican Diocese of Newcastle. We aspire to enhance the wellbeing and quality of life for our residents and consumers by the provision of contemporary, high quality services underpinned by Christian philosophies. Our Values Respect – for all people Wellbeing – of people and places Compassion – walking alongside as you journey Integrity – doing what we say we will
ANGLICAN CARE ANNUAL REPORT 2017/18
o ur vision
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ORGANISATIONAL SNAPSHOT
ADMINISTRATION & CUSTOMER SERVICE CENTRE 87 Toronto Road, Booragul
1400 Residents & Consumers COMMUNITY & HOME CARE Anglican Care Home Care Hunter Anglican Care Home Care Central Coast Anglican Care Home Care Manning
950+ Staff
330+ Volunteers
Anglican Care Alkira Respite & Day Therapy Centre Toronto
$
Anglican Care East Lake Macquarie Dementia Service Belmont
$80.3m Revenue
$69.1m Net Assets
RESIDENTIAL AGED CARE HOMES HUNTER Anglican Care C A Brown, Booragul (currently being redeveloped) Anglican Care McIntosh Court, Booragul
OUR LOCATIONS
Anglican Care Carey Bay Gardens, Carey Bay Anglican Care Toronto Nursing Home, Toronto Anglican Care Kilpatrick Court,Toronto Anglican Care Jesmond Grove, Jesmond Anglican Care Greenmount Gardens, Mt Hutton PORT MACQUARIE
Anglican Care Scenic Lodge, Merewether
Cundletown Gloucester Taree
CENTRAL COAST Anglican Care Warnervale Gardens, Woongarrah
Bulahdelah Tenambit LAKE MACQUARIE NEWCASTLE Booragul, Toronto, Carey Bay, Belmont Merewether, Jesmond, Mt Hutton Woongarrah SYDNEY
MID COAST Anglican Care Cedar Wharf Lodge, Bulahdelah Anglican Care Bishop Tyrrell Place, Cundletown Anglican Care Storm Village, Taree
RETIREMENT LIVING Anglican Care C A Brown, Booragul Anglican Care Carey Bay, Carey Bay Anglican Care Toronto, Toronto Anglican Care Buchanan Court, Merewether Anglican Care Greenmount Gardens, Mt Hutton Anglican Care Northwood, Tenambit Anglican Care Storm Village, Taree Anglican Care Alum View, Bulahdelah
ANGLICAN CARE ANNUAL REPORT 2017/18
e c n e l l e c x e g n i t Celebra We are proud of our organisation and passionate about wanting to deliver the very best in care services, support and lifestyle to seniors. Wherever they are on life’s journey – we want to exceed expectations and assist them to live a good life! Similarly for our staff, we strive to be an employer of choice and a leader in workforce development and training.
2018 ACSA Aged Care Awards NSW/ACT It was another fantastic year for Anglican Care at the ACSA Aged Care Awards where we were named as finalists in three categories. These awards celebrate excellence in the not-for-profit sector: Recognising individuals, teams and companies for their outstanding achievements. Chris Giles, our General Manager of Community Care Services was recognised for her dedication and contribution in the Employee of the Year Category. Our organisation was recognised in the Aged Care Provider of the Year Category for our demonstrated leadership, management, workforce culture, innovation and communication. Last but definitely not least, John Kilpatrick, our former Chairman was acknowledged in the Lifetime Achievement Award for his contribution to the betterment of the aged care industry.
2017 and 2018 Oscar Hospitality Aged Care Awards The Oscar Hospitality Aged Care Awards celebrate individuals and organisations that demonstrate an ongoing commitment to providing outstanding service, contribution and initiatives within the Aged Care Industry in the areas of Catering, Cleaning and Hospitality. We were proud to have employees that reached finalist status in these national Awards in both 2017 and 2018 as follows: •
Jacqui Carr, Hospitality Service Team Leader, Kilpatrick Court and Denise Longworth, Hospitality Service Team Leader, Toronto Nursing Home were both finalists in the category of Food Services Assistant of the Year.
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Rachel Stevenson, Service Assistant, Jesmond Grove was a finalist in the category of Food dD an Grau Services Assistant of the Year and Damian Grauls, who works for Sudexo at Bishop Tyrrell Place, acili Cleaner o was a finalist in the category of Facility of the Year.
“It is really lovely to see employees from our Hos Hospitality Se Services being acknowledged in a national forum for the hard work that everyone e in tthis important mporrtant pa part of our organisation does”, says Colin Osborne, CEO. “It’s all about providing ng excellent care are a and d enhanced lifestyles to our residents and consumers”.
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STRATEGIC ENGAGEMENT AND RESEARCH PARTNERSHIPS Strategic Engagement We have a range of relationships and strategies to foster and enhance community linkages and networks. These linkages support an inter-disciplinary approach to care delivery across all services to support choice and diversity. Examples of some of our existing relationships include:
Aged & Community Services Australia ACSA NSW ACT As a member of ACSA, we are provided with access to sector support, advice regarding employee and industrial relations, industry specific education and resources. We have representation on a number of the Committees providing a local voice, opinion and opportunity to contribute to broader advocacy and lobbying avenues.
Hunter Dementia Alliance Anglican Care has representation on the Hunter Dementia Alliance Management Committee. The Alliance aims to improve the services and experience for older people living with dementia in the Hunter Region. .
Hunter New England Local Health District (HNELHD) We have a long standing partnership with HNELHD having worked on a number of projects together. An example of one of our most recent collaborations is a pilot project with Aged Care Emergency Services (ACE) Telehealth at Belmont Hospital.
Research Partnerships Our involvement in research has the fundamental aim of improving the lives of older people through care and other innovative approaches. Current projects include:
Resource Utilisation and Classification Study (RUCS) The Australian Health Services Research institute
(AHSRI) and University of Wollongong were commissioned by the Commonwealth Department of Health to investigate the comparative costs of providing residential aged care to older Australians with varying needs. Scenic Lodge was invited to participate in the first sub-study, the ‘service utilization and classification development study’. The main purpose of Study One was to understand the cost of delivering care to residents of care homes with different levels of care need.
Directed Actions Response Team (DART) program: A process evaluation of the program’s establishment phase. Our DART Program offers non-pharmacological interventions to people living with dementia, with the goal of reducing behavioural and psychological symptoms. Dr Jane Sims is evaluating processes underpinning the program and an assessment of the programs establishment phase.
University of Newcastle Wellbeing of older Australians and their carers We have been invited to join a nation-wide team including researchers, health and aged care providers and consumers conducting a research program exploring older Australians and their carers’ experiences on a range of health and wellbeing issues. These studies seek to identify opportunities to improve care and service delivery for older adults and their caregivers who are currently receiving home care support. Horticulture for people with dementia: A pilot randomised controlled trial. East Lake Macquarie Dementia Service (ELMDS) at Belmont has been invited to contribute to a Horticulture research project that is being conducted by the University of Newcastle in conjunction with the Hunter Medical Research Institute. The project is around accessing the benefits of gardening for people living with dementia.
OUR PEOPLE ARE KEY TO OUR SUCCESS Board of Directors
Corporate Executive Group
Anglican Care is governed by a volunteer Board of Directors who assist Anglican Care in performing to its best potential. The Board’s role is to provide governance and strategic direction and work effectively with senior management to ensure high quality care and service delivery.
Anglican Care’s dynamic hands-on Corporate Executive Group works with managers and staff to ensure the delivery of excellent care and enhanced lifestyles, both on a day to day basis and by developing strategies for the future of the organisation.
Our Directors have skills in governance, including financial, accounting, management, leadership, aged care, corporate, audit, legal, property acquisition, development and strategic skills. All Directors live within the regions serviced by Anglican Care and are committed to community development and improving aged and community services.
During 2017/2018 the Corporate Executive Group continued working to achieve the goals as articulated in our Strategic Plan ‘Heading Towards 2020’. The Corporate Executive Group is confident that pursuing the various objectives as outlined in the plan will place Anglican Care in a strong position to continue providing innovative services and programs in the evolving community and social environment in which we operate.
During 2017/2018 the Board consisted of the following people, some of whom also chair Sub-Committees of the Board:
BOARD
CORPORATE EXECUTIVE GROUP
The Right Reverend Dr Peter Stuart President of Anglican Care John Kilpatrick AM (retired Feb 2018) Chairman of the Board and Finance Committee Malcolm McDonald Chairman of the Board (appointed Feb 2018) Chairman of the Audit Committee (retired Feb 2018) Joy Fogg Chairperson of the Care Committee Colin Johnston Chairman of the Finance Committee (appointed February 2018) Ken White Reverend Stephen Niland Lyn McEwan Reverend Julie Turnbull
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Colin Osborne Chief Executive Officer Karen Best General Manager, Residential Care Services Chris Giles General Manager, Community Care Services Gerard Bowen General Manager, Property Services Amber Witherdin General Manager, Finance & Support Services Catherine Mordaunt General Manager, People & Workplace
Richard Delbridge (retired 1/5/18)
Jane Lulham Risk Manager
Robert Gray Chairperson, Audit & Risk Committee (appointed Feb 2018)
Kylie Jacques Marketing Manager
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Dedicated Staff As an organisation, we recognise and acknowledge our staff and volunteers.
2017/2018 – Staff Facts Anglican Care’s skilled and caring staff are the life blood of our organisation. Our services are provided by dedicated staff members who have a passion for working with older people and are committed to Anglican Care’s values. Working in aged care is a fantastic career and Anglican Care offers a wide variety of roles from carers, to hospitality services and maintenance workers through to our corporate office staff. STAFF Total Number of Staff - 969
our Team Leader Development Program. Held in 2016/2017 for Certificate IV and Enrolled Nurses, this program was so effective that we continued it in 2017/2018 for our Hospitality Services Team Leaders. Delivered by an external consultant in conjunction with Anglican Care’s staff, topics included: situational leadership; role of authority in leading; how to positively influence others; giving and receiving feedback; coaching and consultation techniques. We also continued with our People & Workplace Manager Training Day in 2017/2018. With our managers required to know and understand a vast amount of information in a dynamic, constantly evolving environment, it is important for them to keep up to date and relevant. Some of the topics covered included: Workers Compensation/WHS Update; managing poor performance; 5 ways to wellbeing; downward feedback; and new recruitment processes.
Full Time Staff – 119
Keeping our staff safe
Part Time Staff - 693
Our Manual Handling Coaches Forum continued to be rolled out in its new format. This comprised both theory and practical components of manual handling, identifying risk and completion of risk assessments, education on the challenging and changing behaviours of our residents (focussing on identification and de-escalation), and effective communication and leadership. The new format saw a significant increase in ratios from 1 Coach/20 Employees to 1 Coach/6 Employees which is a great outcome.
Casual Staff - 157 Average Age of Staff - 46 Male Staff - 117 Female Staff - 852 Staff with more than 10 years of service - 235
Assisting our staff to thrive! We don’t just want our staff to survive – we want them to thrive and love coming to work each day. We have an extensive learning and development program across Anglican Care, and we are committed to providing quality training for all staff. We want to support our staff to remain skilled, motivated, engaged and equipped to provide high quality care. An example of one of our innovative courses is
In 2016/2017, twenty employees from across the organisation attended a Foundation 5-day Certified Instructor Program with the Crisis Prevention Institute, on Managing Actual or Potential Aggression. The course incorporated Deceleration and Prevention Strategies, Decision Making and Behavioural Risk, Managing Risk with Disengagement and/or Holding Skills, and Post Crisis management. A written examination was undertaken by all participants, all of whom were successful.
ANGLICAN CARE ANNUAL REPORT 2017/18
These staff then undertook to impart their knowledge across the organisation using a variety of training methods such as toolbox talks and staff meetings. Named BASS, the training focuses on Behaviours, Assistance Support and Safety, hence the name. Employee hazard identification and incident reporting has continued to improve in line with training, and resultant from this has been a correlating reduction in workplace injuries. Our early intervention program has also been successful allowing staff to access up to five sessions of physiotherapy. This assists with management of small injuries with minimal impact on their work or personal life.
Recognising Employee Service and Dedication We are always looking at different ways we can recognise our staff for the fantastic job they do! One of the forums at which we do this is at an annual lunch our CEO hosts. Meet some of the staff that came along to the 2018 luncheon.
Amanda Bergen Personifying the values of Anglican Care, Amanda goes above and beyond in her role as a Senior Care Assistant at Jesmond Grove. In addition to her pride in providing quality care and support to the residents of Jesmond Grove, Amanda’s ability to diffuse tense situations, be responsive and sensitive, make her the perfect mentor for staff new to working in the aged care environment.
“Amanda is the ultimate professional”, says Joanne Teerman, Manager of Jesmond Grove.
“She is patient, kind and thoughtful, with an ability to think outside the square. This makes her a valuable part of our team here at Jesmond Grove”.
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Irene Balkema Celebrating 30 years of service with Anglican Care, Irene has worked in a number of different roles and services across the organisation, including at Carey Bay Gardens, Scenic Lodge and C A Brown. Her current role as the Resident Liaison Officer at Toronto Nursing Home, allows Irene to combine her passion for caring for older people, with her commitment to supporting families during the process of finding care for their loved one. With a thirst for knowledge, Irene has completed a Certificate III and Certificate IV in Nursing and undergoes regular in-house training.
“I think you need to be resilient, flexible, understanding and caring to succeed in the aged care industry,” says Irene. “I’ve got one of the best jobs ever, I absolutely love it.”
Chaplaincy Services Chaplaincy Services at Anglican Care provide a vital ministry to residents, residents’ families, staff, volunteers, and visitors. This includes conducting weekly worship services at all our residential homes and the provision of intentional, person-centred pastoral care. Our chaplains are committed to respecting the integrity of the individual’s own beliefs, and seek to provide a supportive presence of unconditional positive regard towards those they care for. We recognise that an individual’s spirituality is unique to that person. Some of the ways in which our chaplains offer support include regular services of Holy Communion; prayer and anointing; emotional support; affirming the resident’s intrinsic value and worth; and the provision of quality listening and a caring presence, especially in times of crisis and difficulty. As well as connecting with residents through regular visitation, our chaplains are available on request for any resident, family member, or staff member. Many of our chaplains are supported by teams of lay volunteers from their parishes, and we take this opportunity to acknowledge and thank them for their dedicated support to this ministry.
CHAPLAINCY SERVICES Reverend Andrew Harrison (Pastoral Care Coordinator, Anglican Care)
Reverend Jenny Foley Lake Macquarie (Associate Chaplain) Mrs Katrina Hornery Taree (Pastoral Care Associate at Storm Village and Bishop Tyrrell Place) Reverend Stephen Niland (Priest in Charge, Parish of Harrington Coopernook) Reverend Peter Tinney (Rector, Parish of Taree) Reverend Julie Turnbull Carey Bay (Rector, Parish of Toronto) Reverend David Hesketh Mount Hutton (Associate Priest, Parish of Windale) Reverend Cameron Freese Merewether (Rector, Parish of Merewether) Reverend Andrew Eaton Jesmond (Rector, Parish of Wallsend) Reverend Peter Adkins Bulahdelah (Priest in Charge, Parish of Buladelah/Tea Gardens) Reverend Cathy Walker Warnervale (Priest in Local Mission, Parish of Lakes Anglican) Reverend Philip Thirlwell Buchanan Court (Honorary Chaplain)
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OUR PEOPLE CONTINUED Caring Volunteers
Anglican Care Auxiliaries
Anglican Care is blessed to have a wonderful volunteer workforce of approximately 330 enthusiastic people who play a vital role in supporting the older people that Anglican Care provides care, support and services to.
A very important part of our volunteering program is our two Anglican Care Auxiliaries. Our Hunter Auxiliary has been operating since 1959 and has approximately 40 dynamic members. They enjoyed another successful year in 2018/2019 with many fantastic functions held including Trash and Treasure sales, a high tea, bus trips, a movie morning, a Fashion Parade and the ever popular Arts & Craft Fair. In 2017/18 the Auxiliary very generously supported the purchase of equipment required to roll-out a mobile pamper program for residents and consumers.
Volunteers donated an amazing 13,640 hours of their time and energy to enhance the lives of Anglican Care’s residents and consumers in 2017/2018. Our volunteers assisted with activities such as bus trips, shopping, visiting, social activities, arts and crafts, gardening, outings, fundraising, cultural and spiritual activities and visiting people in the community who receive a home care package from Anglican Care. A number of Volunteer Meetings are held throughout the year incorporating education and information sessions, together with our Annual Volunteers Christmas Party in December and a Morning Tea to celebrate National Volunteering week in May each year.
Our Anglican Care Auxiliary, Manning, which launched in September 2015, continues to do a fantastic job. Led by President George Hoad, the group held a number of successful functions this year, including their famous High Tea Garden Party, a movie night, and a croquet afternoon. One of the most recent projects they funded was a fireplace/reading nook for the residents at Storm Village to enjoy.
Anglican Care employs a dedicated Volunteer Administrator who ensures that our volunteering program is professionally run with all volunteers officially recruited, registered and trained. All volunteers must complete a criminal history check prior to commencing their volunteering role. The Volunteer Administrator also provides a direct contact and support for volunteers and enhances the overall experience for our volunteers.
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o d e w t a h w SECTION 2
OUR SERVICES Residential Care - Our focus is you. Anglican Care offers residential aged care for seniors who are unable to remain in their own homes or with loved ones due to their need for greater assistance with daily living or the need for 24 hour nursing care. Our residential aged care services can cater for a variety of differing individual care needs including dementia specific, respite and palliative care. Residents enjoy a high quality of care within our services in a welcoming, comfortable and friendly environment, with staff taking great pride in offering a person centred approach to care management that includes the participation of family members. Residents also have access to Anglican Care’s award winning lifestyle and wellbeing programs which include intergenerational events, technology activities, live concerts and entertainment, bus outings, bingo / housie, music and pet therapy, Church and Pastoral Care visits and exercise programs. Unique to Anglican Care is the role of the Resident Liaison Officer. Located within each of our residential aged care services, this role provides practical and emotional support to our residents and families, both when moving into their new home and on an ongoing basis.
Accreditation News All accredited residential aged care homes in Australia receive Australian Government Subsidies to provide quality care and services to residents in accordance with Accreditation Standards. To remain accredited and continue to receive the subsidy, each home must demonstrate that it meets four standards which cover management systems, health and personal care, resident lifestyle and the physical environment. Homes undergo a full reaccreditation every three years, with a number of announced and unannounced visits in the interim period by the Australian Aged Care Quality Agency.
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Six of our twelve residential aged care homes were required to undergo a full re-accreditation during the 2017/2018 year: Greenmount Gardens, McIntosh Court, Toronto Nursing Home, Carey Bay Gardens, Storm Village and Warnervale Gardens. These homes were successful in meeting all 44 outcomes.
Comments from the Agency Assessors included: “Residents have nothing but praise for the home, the staff, the care they receive and the range of activities that they do”. Greenmount Gardens “The staff has a wonderful knowledge of the needs and behaviours of their residents. All care staff have sound skills in medication management”. McIntosh Court “Care plans and programs for lifestyle are very individualised and comprehensive with emotional support given and privacy and dignity observed”. Toronto Nursing Home “Staff are very caring with robust clinical and organisational systems. The staff has comprehensive knowledge of the needs and preferences of the residents”. Carey Bay Gardens “We praise the management team in leading a group of caring, committed, friendly and knowledgeable staff. Teamwork and communication were observed to be excellent.” Storm Village
Enhancing Communication One of our main priorities in the 2017/2018 year was around keeping our residents connected, be that with family members and/or the broader community. To assist with this, Greenmount Gardens at Mount Hutton commenced a trial of a new app – YourLink. Designed specifically for seniors, the free app is all about assisting seniors to stay connected with family, friends, activities and the local community – all from an iPad or iPhone.
We have also installed an app called ‘Cultura’ onto the iPads that our Lifestyle & Wellbeing Officers use in our homes. The app assists our staff to communicate with residents from different cultures. A multitude of resources, tips and information are available on the app. With advances in technology there are an increasing number of options for connectivity and we continue to explore these. Our ongoing relationship with Bishop Tyrrell Anglican College provides some beautiful intergenerational opportunities for our residents, including the ability to attend concerts and participate in an ‘adopt-agrandparent’ program. Our latest project is called ‘ iTea’ and is an initiative where students assist our residents to learn technology skills while attending a high tea.
Quality initiatives Quality improvements underpin the culture at Anglican Care as we strive to continually ‘raise the bar’ in our service delivery. In the past year the role of our Nurse Practitioner was expanded to include clinical compliance, ensuring consistency across our clinical care by observing staff practice, auditing policies and incident rates. We’ve enhanced our focus on controlling the spread of infectious diseases with our dedicated Infection Control Officer providing education to staff based on our ‘Fast Fact Sheets’. For many years Anglican Care has provided influenza vaccinations for residents, staff and volunteers, pre-empting the announcement in May 2018 by the Australian Government that residential aged care providers are required to have this in place for staff. Additionally our program provides the opportunity for staff to be immunised against hepatitis B, whooping cough, measles mumps and rubella, all free of charge. Our Hospitality Services staff have been working hard to improve our food service, receiving education on
cooking times and meal presentation throughout the year, many being run by our new Executive Chef.
Wattle Wellbeing Program During 2018, our 12 person secure dementia unit at Bishop Tyrrell Place in Cundletown has undergone a transformation of both the environment and its model of care. There is a focus on building community and relationships in a familiar and comfortable environment mirroring life at home. Residents engage in customary routines such as cooking, cleaning and ironing. Choosing the pattern of their day, residents are also assisted to participate in their preferred hobbies and leisure activities.
Improving our homes We want to provide the best environment we can for our residents and we invest in an annual cycle of capital works and upgrades. A major refurbishment of McIntosh Court at Booragul is currently underway and includes improvements to communal areas, repainting, upgraded nurse call system, and installation of CCTV. Residents rooms are also being fully renewed including new flooring, window furnishings, air conditioning, furniture and bathroom upgrades.
Care for our Carers Anglican Care provides respite care at a number of our residential aged care homes across the Mid Coast, Hunter and Central Coast regions. We recognise that carers need the ability to recharge and rejuvenate, whilst knowing that their loved one is in safe, caring hands. In recognition of this, we offered the community the opportunity to enjoy free respite at our Cedar Wharf Lodge residential aged care home in the beautiful rural town of Bulahdelah for a 6 month period in the first half of 2018. During that time we experienced high demand for the service and were able to provide care to in excess of 40 people, with the offer extended to 30 September 2018.
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OUR SERVICES CONTINUED Community & Home Care – Happy at home.
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Creative activities
Anglican Care is passionate about supporting seniors to remaining living in their own homes. We do this by listening to our seniors and creating partnerships that assist in improving health, wellbeing and quality of life.
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Therapeutic programs
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Carer respite
We recognise that most people have spent a lifetime creating a home and that is where they want to stay. Our Community & Home Care services offer a number of services to help people to go on living independently in their own home for as long as possible. We assist seniors to achieve the goals that will help them to lead a happy life, by working in partnership with seniors, their family, carers and social networks to ensure a positive ageing experience with opportunities to remain connected with the community.
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Community & Home Support
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Allied Health & Therapies
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Social Support – individual and group
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Carer relationships and carer support
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Transport
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Community & Centre Based
Alkira Respite & Day Therapy Centre: •
Physiotherapy
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Dietician
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Podiatrist
HomeLife - Day Support
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Social Support
Offers a range of tailored programs incorporating services funded by the Commonwealth Home Support Programme (CHSP).
East Lake Macquarie Dementia Service
Delivered out of our two centres, Alkira Respite and Day Therapy Centre at Toronto and East Lake Macquarie Dementia Service (ELMDS) at Belmont, HomeLife Day Support is designed to keep over 65’s healthy, happy and engaged with life.
HomeLife - Home Care Packages
Our goal is to help people to maintain a level of independence in keeping with their capabilities by: Supporting them to have fun through: •
Community outings
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Body/mind/spirit activities
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Art and cultural activities
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Games – bingo, board games or card games
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Connecting over food
Supporting them to be well through:
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Our programs include:
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Allied health and therapies
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Health exercise
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Carer relationships and carer support
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Social support – group and individual
For people who require a higher level of support to stay safe and well at home. Home Care Packages are subsidised by the Australian Government, and are provided in a flexible way to meet individual needs. We pride ourselves on delivering Home Care Packages with a high level of input from our consumers and their family members, to make sure the support is tailored to meet their specific needs. Our Care Advisors work with people to clarify their specific goals and needs to allow the development of an individualised care plan. We can help with services that cover lifestyle, exercise and wellness, health and nutrition, personal care and help around the home. There are four levels of care within the Home Care Packages Program and each package level has a different amount of funding. The more care and
support needed, the higher the level of care and services and the more funding available from the government.
Creating Centres of Excellence Anglican Care is committed to expanding the range of community and home care services we can offer to older people. The expansion of the care team and improved environments at Alkira Respite & Day Therapy Centre and East Lake Macquarie Dementia Service are enabling us to do that via the creation of centres of excellence, where people can attend to engage in meaningful programs to support health and wellbeing, as well as receive quality dementia, palliative and end of life care when they need it. Over the next twelve months we plan to introduce community hub style health and wellness clinics.
Developing our team Over the last two years our community team welcomed a Nurse Practitioner and in the 2017-2018 year the team expanded to include a physiotherapist, dietitian and clinical nurse specialist (CNS). The Clinical Nurse Specialist role supports professional development and training and contributes to the clinical governance. All members of the home care team attended the Annual Education Day on Thursday 24 May 2018. The key topics included the current aged care reforms, nutrition, dementia dynamics and restorative care. The introduction of Allied Health Assistants will ensure reablement and restorative care approaches are incorporated into everyday practice. The 15 staff completing the Certificate IV in Allied Health Assistant Course are highly motivated and are achieving sound results in their course work. They will then complete their practical hands-on experience to gain their qualification.
and flyers are being developed for consumers and their families.
Growth Strategy Anglican Care developed a growth strategy to increase the number of home care packages we offer across all four levels of home care packages in the three regions in which we operate. This level of planned growth aligns with our strategic direction and commitment to support older Australians to remain living independently in their own home for as long as they can. Our qualified and skilled community care team provides support and clinical care in the specialised areas of dementia, palliative and end of life care. The Growth Strategy includes a range of innovative approaches including a ‘Project Bundle’ project that is being piloted in our C A Brown Retirement Living Village at Booragul. The ‘Project Bundle’ pilot came about as a result of a focus group with residents to participate in a co-design project purely based on their ideas and wishes. We also remain committed to hosting a range of community events and in 2017/2018 this included two Advance Care Planning information sessions as part of National Advance Care Planning week and home care information sessions that include - How to access and navigate My Aged Care and services in the home.
The focus for 2018–2019 is on dental and oral hygiene and nutrition. A range of books and resources has been purchased for use by the staff. A range of fact sheets
ANGLICAN CARE ANNUAL REPORT 2017/18
OUR SERVICES CONTINUED Retirement Living – Be with friends Our Retirement Living Villages continue to be a popular alternative for seniors who want to enjoy the freedom of independent living in a caring community. A lifestyle decision, it is all about enjoying a worry free retirement. At Anglican Care we find that people generally move into retirement living when they start to feel the family home is too large and the upkeep too much, which makes downsizing to a retirement village a great option. Other reasons include wanting to be more social or to be in a supportive community of likeminded people, or general concerns around their health as they are ageing.
are that the 65+ population in Australia is going to grow by 5 million in the next 40 years. With this growth in mind, and keen to always be on the forefront of what our customers are looking for, in late 2017, we encouraged our retirement living residents to participate in a national survey commissioned by villages.com.au, Australia’s leading retirement living web portal. The survey was entitled ‘The Independent Study of Today’s Retirement Village Residents’ with the main objectives being to: •
Build on information from previous surveys and findings.
•
Provide information on retirement village residents including their drivers, experience after joining a village, their ‘satisfaction’ and areas for improvement.
•
Identify who is today’s potential retirement village resident.
•
Identify lessons for the sector to learn and adjust.
•
Provide operators with data from residents to identify strengths and weakness at both an operational and village level.
It’s all about enjoying life, relaxing and having some fun in the retirement years. Some of the many benefits of retirement living include: •
The security of a one or two bedroom villa with 24-hour emergency call system.
•
The opportunity to socialise and form new friendships.
•
Being able to go travelling knowing that your home and possessions are safe and secure.
•
Enjoying a relaxed lifestyle where the yard work and maintenance is done for you.
•
Access to Anglican Care’s HomeLife services to provide extra support at home.
The findings from the survey were many and varied but the summary below captures some of the key points. •
The main motivations for people moving to a retirement village have remained unchanged over the past number of years. People still want to continue to enjoy freedom and independence in an environment in which they can stay should their capabilities and health decline.
•
Key considerations for moving to a retirement village also remain consistent with safety, home
What do our Customers Want? Close to 200,000 older Australians have already made the choice to move to retirement living, and this number is expected to rise over the next 10-15 year period as our population continues to age. Projections
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design, on-site maintenance and access to services the top concerns. •
•
The majority of respondents report an increase in overall happiness, mental well-being and financial security upon moving into a village and say they would make the same decision again. People who had experienced the sales and purchase process in recent years rate it well, however a large number of respondents felt that the understanding of contracts could be improved.
Presentation: a final presentation was held to our group of the bundle called ‘Health, Home & Fun’. It includes help around the home, monthly events and social outings and a bi-monthly health clinic with optional extras. 23 residents expressed their interest in becoming involved in the pilot, a great response. Once the pilot is complete and any required improvements or enhancements made in conjunction with participating residents, we hope to roll these services out to our other retirement living villages.
With the average age of people accessing our retirement living villas mid to late 70’s, we are increasingly finding that the ‘continuity of care’ we provide is a major drawcard for seniors, and this was reiterated in the survey responses. An increasing number of our retirement living residents are accessing our home care services and residential aged care homes if they need a higher level of care as they age.
Northwood Retirement Living
Project Bundle
We launched the completed Village with a Seniors Day on 9 May. The 100 attendees enjoyed a fun filled day with informative presentations on topics of interest to seniors.
With this in mind, one of our projects during the first part of 2018 was to develop ‘bundled’ home care services specifically targeted to our retirement living residents. To assist with this project, our C A Brown retirement living residents at Booragul agreed to participate in a co-design pilot called ‘Project Bundle’. The project ran in three stages: Brainstorm: Residents attended an interactive brainstorming session to throw ideas around about what sorts of services they would like to receive. Survey: We took those ideas and put together some ‘bundles’ of services that we sent out in a survey to participants asking for their feedback as to their preferred options.
May 2018 saw the completion of our new village at Tenambit, Northwood Retirement Living. Joining the existing 12 villas are 24 spacious and contemporary two bedroom villas with garages, together with a Village Centre, an excellent space for residents to enjoy functions and other enjoyable recreational activities.
“We received some great feedback from people who attended the Seniors Day,” said Denise Rickman, Anglican Care’s Retirement Living Coordinator. “People loved the opportunity to see the new village and to hear some really worthwhile and relevant information”. “It was also great to see our newest residents in attendance enjoying their new lifestyle, making them fantastic ambassadors for retirement living and the village,” says Denise. With five villas sold ‘off the plan’ in the lead up to the Village being completed, the remaining villas will be sold in conjunction with Peters Real Estate in Maitland.
ANGLICAN CARE ANNUAL REPORT 2017/18
s w e n l a n o i t organisa SECTION 3
ORGANISATIONAL NEWS A Lifetime of Leadership The retirement of our Chairman John Kilpatrick AM on 28 February 2018 gave us the opportunity to reflect on his 47 years of dedicated service to Anglican Care – 9 years as a Board member and 38 years as Chairman. Commencing on the Board of Anglican Care when there was only one village at Booragul, John has overseen the continued growth and expansion of the organisation. At all times John ensured that we remained values-driven whilst embracing the current and future demands of the aged care industry.
has made alongside his wife Ellen, and their family to Anglican Care, our most recently constructed residential aged care home at Toronto was named Kilpatrick Court. Although John and Ellen will be sorely missed at Anglican Care, they will long be remembered for their dedication, integrity and above all their kind hearts. We wish them the happiest of retirements.
Driven by his passion for people and wanting to make a difference in the community, in addition to his years with Anglican Care, John has been involved with many other organisations. These include, but are certainly not limited to Samaritans, Charlestown Meals on Wheels, the Greater Building Society and as a Trustee with the Anglican Diocese. In recognition of his lifetime of exemplary, selfless service to the community, John was awarded a Medal of the Order of Australia in 1994 and a Member of the Order of Australia in 2015. In honour of John and the incredible contribution he
ANGLICAN CARE ANNUAL REPORT 2017/18
ORGANISATIONAL NEWS Meet our new Chairman 2018 signalled a big change for our organisation with the appointment of new Chairman, Malcolm McDonald, only the third Chairman in our 60+ year history. Whilst Malcolm is new to the role of Chairman, he is very familiar with our organisation, having been a serving Board Member from 2003 – 2016 and as the Chairperson of our Audit & Risk Committee. He has many years of experience in the corporate sector, including several other Directorships and memberships with Hunter based organisations. Bringing his drive and energy to the role, Malcolm will provide outstanding leadership and strong governance to our organisation. Where has your career taken you over the years? “After graduating from Sydney University with a Bachelor of Economics I joined international accounting firm Touche Ross in their Sydney office before transferring to their LA and London offices. Moving to Newcastle in 1976, I then became a Partner in the firm in 1977 and stayed put until 1994 when I retired. It was during this time I established a small business and became involved in the Anglican Diocese of Newcastle. Eventually becoming a Trustee and holding a number of other Board positions.”
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Malcolm, what do you hope to accomplish in your time as Anglican Care’s Chairman? “I want to ensure that the organisation continues to follow and develop its strategic objectives via our Strategic Plan. I also look forward to working with the Board and management to complete major developments such as our C A Brown project at Booragul and the introduction of contemporary aged care services to the Gloucester region. And of course we will continually be looking for further opportunities for development of the organisation and our ability to provide services to a broad range of seniors.” What is your leadership philosophy? “I like to work with people on the basis that they are equals, providing guidance where they consider it is needed but letting them develop their own skills and directions as far as they can.” What is the biggest challenge Anglican Care faces in the next 5 years? “I believe the two biggest challenges will be around the ongoing government reforms to the sector, together with the general ageing of the population and the effect it will have on the way we operate and provide services to older people both in our residential homes and those people living in the community.”
How we look. BRAND GUIDELINES
Redefining our Brand Change within the aged care sector over the past few years has been relentless. There has been a huge increase in competition in the sector with customers now having much more opportunity to pick and choose their aged care provider. As with all change, there is the prospect of improving how we do things and seizing upon any opportunities that come our way. With this in mind we decided to revisit our marketing message and associated materials during the 2017/18 period. The purpose being to clarify and consolidate our relevance in the contemporary market place and ensure our message is being heard loud and clear to distinguish us from our competitors. Not a reinvention of our brand and its values, but an evolution of the Anglican Care story. In conjunction with an external consultant, our Marketing Team undertook a three stage project. Stage 1 Interviews with key stakeholders in the organisation, including Board members, management, frontline staff and customers. The purpose of the interviews was to: highlight areas of both agreement and conflict in communication and brand; gain insights into how the various stakeholders view the strengths and
weaknesses of the organisation; gain insights into how the brand should be positioned. Stage 2 Present a report that contained: a summary of interview responses; identified areas of strength and weakness in communication and branding; recommended steps to build on strengths and correct weaknesses; key insights into how the brand should be positioned. Stage 3 A workshop with the marketing team and other relevant stakeholders to develop the positioning line and key marketing messages. We believe our new tagline, ‘every moment matters’, captures the essence of our organisation, is memorable, easy to remember and is a strategic line that will allow us to leverage off other parts of the organisation, including engaging our staff. At the heart of the line is the ideal of care. The line is life affirming and gives us the context to talk about our values, our people, our purpose. The line can be used for both pragmatic and emotional messages and talks both outwardly to the market and inwardly to the organisation.
ANGLICAN CARE ANNUAL REPORT 2017/18
ORGANISATIONAL NEWS Our latest innovation, DART 2017 saw the introduction of an exciting new initiative for Anglican Care with the creation of a Direct Action Response Team, known as our DART Program. This program is all about improving the quality of life of people with dementia and their carers, understanding that dementia symptoms are different for each individual and that changes in either health or environment can trigger an escalation of dementia symptoms. The program aims to decrease the escalation of dementia symptoms experienced by our residents and consumers, which can include anxiety, depression, sleep disturbances, wandering or aggression, amongst others. We aim to treat the person on an individual basis by building knowledge of their history, background, health status, environment, their past experiences, interests and their family. Upon the escalation of dementia symptoms, the DART team will use the person’s profile, Anglican Care Behaviour Management Therapy Guide and their extensive training to implement an individualised therapy based strategy.
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Research shows therapy based strategies can achieve positive results with those experiencing an escalation in their dementia symptoms and can reduce the use of pharmaceuticals. Therapy based strategies used by the DART team include, but are not limited to exercise, music, reminiscence, multi sensory and pet therapy. Therapies are supported via our Lifestyle Resource Van.
Development of our Customer Support Team Improving the Customer Experience was identified as the number one priority in our ‘Heading Towards 2020 Strategic Plan’. A major step in achieving this goal was the introduction of our new Customer Support Team in 2018. Developed over a 6 month period, a working party was established to work through the steps required to establish the Team. Traditionally Anglican Care had operated separate teams in Residential Care, Community Care and Retirement Living, all doing a great job to deliver customer service, but we believed we could do it even better if we all worked together as one team. The success of the project relied heavily on the working party’s adeptness in gaining input from a myriad of skilled and expert staff from across the organisation. Their ability to do this was enhanced by our partnership with a third party consultancy group, LSI Consulting, who guided the working party through the process of establishing the new team. At all times the working party was guided by the following principles: 1.
Care service ethos reflected in communications.
2.
One proposition: providing aged care solutions.
3.
Own new business relationships, from enquiry through to sale.
4.
Support processes/systems/behaviours that enable urgent response times.
5.
Promote the specialist care competencies and commitment of service delivery staff.
The ultimate aim of the project was to improve and enhance the customer experience by consistently helping customers to identify and access the best solution to their aged care needs. Whatever their need – we’ll have a solution! As the name suggests, the role of the team is to provide our customers with support, in ways that will be a direct benefit to them and to the staff that directly deliver our services. The Customer Support Team is here to help and support new customers, by working together to tailor a personalised care solution that’s right for them.
ANGLICAN CARE ANNUAL REPORT 2017/18
ORGANISATIONAL NEWS A NEW era of Hospitality Services February 2018 saw our hospitality team bid farewell to their ageing facilities at Booragul with a move to our new custom built Hospitality Services building at Boolaroo. The new building forms part of our goal to become a leader in the provision of food services and provides an environment from which we can deliver a high quality, best practice food and laundry service to our residents and consumers. We also welcomed a new Executive Chef to our team, Aaron Campbell. With over 20 years hospitality experience, most recently working with the Wests Group at Cardiff, Aaron is primarily responsible for overseeing the daily operations of the production kitchen. He also works outside of the kitchen developing new recipes, planning menus and training staff at our residential homes and cafes. “I’m really enjoying my time with Anglican Care and the opportunity to really impact on the quality of life of our residents and consumers”, Aaron says.
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“It is important to me to not only provide healthy foods but to present them and serve them in a such a way that our residents can enjoy eating as a social activity that they can look forward to”.
ANGLICAN CARE ANNUAL REPORT 2017/18
s t h g i l h g i h our SECTION 4
Seniors Olympics Gavin Morris, NBN’s trusted and much loved weatherman, returned to share the fun at our Hunter and Central Coast Senior Olympics in April 2018. We also held our very first event in the Mid Coast this year which was a great success. A highlight in our Lifestyle & Wellbeing calendars each year, don’t let the age of the participants fool you into thinking the games aren’t hotly contested! Ranging in age from 80 to 100 years young, there is strong competition and team spirit on show. We never underestimate the importance of providing opportunities to have fun at Anglican Care.
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Mad Hatters Day What could be better than spending an afternoon at a Mad hatter’s Tea Party? Not much according to the Residents of Scenic Lodge Merewether. Keen ‘not to be late for such an important date’ the day was spent dressing up, playing games, enjoying entertainment, eating yummy food and having photos taken in the themed photo booth. Enormous effort from all the staff at Scenic Lodge made this a mad-fabulous party, thoroughly enjoyed by all. These types of theme days are held across all of Anglican Care’s services throughout the year and give residents and consumers something to look forward to - good food, entertainment, fun times and laughing with friends.
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Sensational Seniors Big Day Out Celebrating our seniors and the many and varied positives about getting older is the overarching theme of our Annual ‘Sensational Seniors’ events. This year’s Mid Coast event included entertainment by Taree High School with their Indigenous Dance Group and acoustic artists performing. Attendees also enjoyed music from local musician Mick Fetch. “These events are not only a chance to celebrate the wonderful diversity and life experiences we have within out residents and consumers but also the contribution they continue to make to our society,” says Colin Osborne, Chief Executive Officer.
s e c n a n i f r ou SECTION 5
OUR FINANCIAL REVIEW Anglican Care is committed to ensuring the organisations future long term viability. This will ensure that we are able to continue to provide excellent care and a quality lifestyle to older people throughout the Hunter, Mid Coast and Central Coast regions.
Financial Overview Anglican Care has continued to achieve revenue growth during 2018. A summary of the key points for the 2017/2018 financial year are as follows: •
Income has increased by 9.43% to $80.3 million.
•
Expenditure has increased by 7.48% to $74.9million.
•
A profit of $5.4 million was achieved.
Income and Expenditure Anglican Care’s income from Government funding increased by 9.0% to $50.7 million, resident revenue increased by 9.9% to $27 million and investment revenue was $1.8 million. Our most significant item of expenditure are staffing costs which increased by 5.1% to $48.8 million and represents 65% of Anglican Care’s overall expenditure. Outlined below is a summary of income and expenditure for the 2017/2018 financial year:
INCOME
$’000
Government Funding
50,712
Resident Revenue
27,049
Donations Interest
1 1,769
Rental Income
246
Sundry Income
570
EXPENDITURE Staff
$’000 48,812
Hospitality Services
5,760
Energy
1,414
Depreciation & Amortisation
6,614
Insurance Repairs & Maintenance Finance Costs Other Expenses
398 1,902 512 9,481
ANGLICAN CARE ANNUAL REPORT 2017/18
OUR FINANCIAL REVIEW CONTINUED Net assets increased by $9.8 million to reach a total of $69.1 million.
Balance Sheet Total assets have increased by 10.3% to $244.8 million. Capital expenditure incurred during the year equated to $17.6million. The value of property, plant and equipment as at 30 June 2018 was $146.6 million. Total liabilities have increased by 8.1% to $175.8 million. This is largely due to the increase in the holdings of accommodation bonds/refundable accommodation deposits and ingoing contributions by $11.5 million during the year to $161 million. Outlined below is a summary of assets and liabilities for the 2017/2018 financial year:
ASSETS Property, Plant & Equipment Trade & Other Receivables Intangible Inventories Cash
LIABILITIES Accommodation, Bonds/RAD’s
Our Finances
ANGLICANCARE.COM.AU
7,997 358 72 89,788
$’000 135,937
Ingoing Contributions
25,047
Trade & Other Payables
10,787
Provisions
42
$’000 146,622
3,993
Acknowledgements & thanks Supporting older people and their families is a privilege afforded to those of us that work at Anglican Care. We thank our staff and volunteers for their ongoing dedication and contribution. Their energy, enthusiasm and passion enables us to nurture and maintain relationships with our residents and consumers that assist making ‘every moment matter’. We would also like to thank the people that have featured in this year’s annual report.
GET IN TOUCH for more information P 02 4958 0000 F 02 4950 8156 E admin@anglicancare.com.au www.anglicancare.com.au Anglican Care Corporate Administration 87 Toronto Rd, Booragul NSW 2284 ABN 94 273 103 460
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