Welcome to our 24th Annual Review, in which we celebrate another year enriching the lives of our clients.
Throughout this review we proudly reflect on the care we provide to our residents, clients and patients, supporting them to live a full life through our holistic focus on services that promote both their physical health and their overall wellbeing.
As an organisation, we provide a valuable service to fellow members of our community, including some of the most needy.
Of course, the high level of care we provide would not be possible without our dedicated and passionate colleagues, and we celebrate their contribution throughout this review.
Catholic Healthcare’s vision for the future is to build the aged care of tomorrow by focusing on three pillars.
- To bring to life our client promise
- To build a great place to work
- To grow our aged care services
We have made significant progress towards this throughout the year, and we would like to share some of the highlights.
Top of the list is the roll out of our residential care system, eCase, to our 40 services. We also introduced new technology solutions for clients in Home and Community Services: our client portal and in-home tablet, MyCH (My Catholic Healthcare). Another step forward is our Service Builder software, used by staff to develop customer service plans.
We are proud to have received a tick of approval from the Australian Aged Care Quality Agency, which awarded us 12 full accreditations and 40 day-assessments.
Every unit across our organisation achieved important wins. One example is our Mental Health Aged Care Partnership Initiative (MHACPI) unit at Charles O’Neill in Newcastle. It celebrated its first birthday in May and is making an essential contribution to the lives of people with mental health conditions.
During the year we launched two Health and Wellness programs for our home care clients, and our Intergenerational Mothers Group initiatives at two of our homes attracted national TV coverage. We also enriched the lives of some of our most vulnerable clients living with dementia with our Music Therapy programs at Maranatha Batemans Bay.
As part of our commitment to ensuring we meet the needs of our clients, we undertook an extensive study to identify opportunities to enhance our services. This will form the basis of a client experience project across our organisation in the coming year.
Although our focus is on our clients rather than winning awards, it is always gratifying to receive external recognition. We are delighted to share the news that we won the National Meaningful Ageing Australia Quality Pastoral and Spiritual Care Practice Award for 2018 and were a runner-up as Aged Care Provider of the Year in the 2018 ACSA Aged Care Awards. Our MyCH tablet was also a finalist in the National Catholic Health Australia Digital Innovation Awards, and the 2018 National IT Benchmark Awards.
Of course, our people are our most important asset. In light of this, we undertook a revised staff satisfaction survey, confirming positive engagement with our staff and gaining great insights into improvements for the future.
Professional development is a key part of staff focus and we are proud to have completed the second year of our Registered Nurse Graduate Program. This involved training 10 registered nurses for aged care with an investment of over $200,000. We also continued our esteemed scholarship program for all staff.
We are also committed to ensuring that our leaders have the skills they need to support their teams and find fulfilment in their work. Moreover, we are proud that a further 20 people undertook our highly successful Management Essentials Program.
During the year, we undertook several structure and resource reviews, which led to additional investment in our people to ensure success in our future growth. This included reviewing our approach to our Mission, to ensure we maintain this as core culture in the years ahead.
During the year we responded to need in the community and invested more than $80 million in three aged care villages – St Catherine’s Bathurst, McQuoin Park Wahroonga and Villa Maria Ipswich. This has created 360 extra beds available to people seeking our services.
A feature of all these sites is they incorporate our community home care into the village which offers a continuum of care aligned with clients changing journey in a holistic community setting.
We also have five services under construction or build ready, and a further 10 in the planning stages. By the end of 2019, we will be opening a new residential home every four months.
One of the homes under construction is the first of our alliance with Lendlease, and also our first service in Victoria. The Lendlease partnership, which was cemented this year, is an exciting innovation and sees Catholic Healthcare providing residential services on Lendlease Retirement Living sites.
We also commenced the provision of home and community services into Lendlease retirement villages, attracting more than 80 new clients in the past year and contributing to significant growth in home care, despite the challenging deregulated market.
In addition, we have continued our extensive investment in the refurbishment of existing Homes. Over the past three years, all our older Homes have received refurbishments with an investment of more than $30m.
We are grateful to the Bishops of New South Wales and the ACT and founding Congregations for their continued support, as well as the Diocesan Development Funds for partnering with Catholic Healthcare in pursuit of our shared Mission and ministry in healthcare.
As predicted, the financial outcomes for the year were significantly challenged as a result of government funding cuts in residential care. This is not expected to change in the year ahead.
We see the Aged Care Royal Commission as a unique opportunity to shape an improved future for aged care in Australia. At the same time, we will continue to work with the government to implement significant policy enhancements already under way.
The year ahead marks a significant milestone for our organisation as we enter our 25th year. We express our gratitude to all our dedicated staff for their passionate care of our clients. As you can see, we have much to be proud of and much to look forward to.
We pledge to maintain our passion for enriching our clients lives in the year ahead, supporting each other as a team as we build the aged care of tomorrow… one year at a time.
At a Glance
RESIDENTIAL AGED CARE SERVICES
RESIDENTIAL AGED CARE ACCOMMODATION PLACES
RETIREMENT LIVING UNITS
YEARS AVERAGE RETIREMENT LIVING TENURE
COMMUNITY SERVICES CLIENTS
ELDER ABUSE HELPLINE CALLS MADE
HOME CARE PACKAGES
Home and Community Services
At Catholic Healthcare we are committed to promoting the holistic wellbeing of our clients, customers and patients.
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Residential Aged Care
At Catholic Healthcare we are committed to providing the highest quality care and service to our residents and their families.
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Retirement Living offers an opportunity to engage in community activities while maintaining independence.
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We demonstrate our commitment to our people through the way that we listen and lead, build community and culture, celebrate achievements and diversity and equip our people with the skills and knowledge they need to deliver their best. We aspire to improve and are determined to be better year on year.
Gathering people insights
Each year, we deploy an employee engagement survey that captures the thoughts and views of our people on a range of topics relating to their experiences as a Catholic Healthcare employee. The information that we gather through this survey helps to guide our people planning for the following year. It’s an important part of how we build culture and stay in touch with issues that are important.
In 2017 we designed and launched a new version of our employee survey that was completed by almost 2,500 people, the highest number of responses that we have had to date. Through this survey we identified four priority areas for the year ahead:
- Employee recognition
- Delivering employee feedback
- More learning opportunities
- More regular people communications.
Local survey ‘Action Plans’ were established by each department or location across the organisation and these plans included initiatives designed to help make Catholic Healthcare an even greater place to work.
Ongoing commitment to learning
Our Employee Scholarship Program encourages ongoing learning in areas related to aged care. In 2017 we provided scholarships to people studying a variety of college and university programs and courses. In 2018 we plan to significantly expand this program to provide more people with an opportunity to benefit from this program.
This year we also established a new dedicated learning function based in our Macquarie Park Support Services office. This new team represented a very positive investment in the introduction of new specialist skills required to develop our people in areas such as leadership, customer service and sales. Strengthening our eLearning options and providing our people with access to good quality online learning options, is also an ongoing high priority for us. This new investment complements our already well-established clinical care training programs delivered by our Residential Aged Care and Home and Community Services teams.
Leadership development remains a high priority for us, and in 2017/18 we successfully ran another edition of our Management Essentials Program. Since its inception over five years ago, more than 150 of our business leaders have completed this program.
A growing organisation like Catholic Healthcare needs to employ innovative ways to attract and engage new employees. We seek to attract people who possess not only the essential skills and knowledge required for their roles but also the right ‘heart’, with a positive approach to delivering care and passion for our mission.
In the past year we’ve refreshed many of our approaches to recruitment including designing new career pages on our website, launching new templates for our job advertisements, building our social media presence and establishing partnerships with local training providers. We’ve successfully run numerous innovative recruitment campaigns and introduced new technologies designed to streamline our recruitment processes.
Celebrating our people
At Catholic Healthcare, celebrating and recognising the contributions, successes and milestones of our people is an important part of who we are, and we do this in a variety of personal and meaningful ways. Our annual Gold Dove Awards are our highest accolade and recognise excellence in care and service (Living our Values Award), innovation and people leadership (People Leader Award) and the invaluable contributions of our volunteers (Volunteer Award).
Finance and governance
Canon Law – public juridic person
Our governance structure comprises Catholic Healthcare – the Church entity. Catholic Healthcare was canonically established as a public juridic person by the Bishops of NSW and the ACT on 21 July 1994.
Our foundational responsibilities are enshrined in the Statutes of Catholic Healthcare and the norms of Canon Law. The governance of our public juridic person is entrusted to the Trustees who are elected by the members.
Catholic Healthcare, the public juridic person, is comprised of the following members:
- Archdiocese of Canberra and Goulburn
- Brigidine Sisters, NSW Province
- Diocese of Bathurst
- Diocese of Lismore
- Diocese of Parramatta
- Diocese of Wollongong
- Institute of the Sisters of Mercy Australia and Papua New Guinea
- Maronite Diocese of St Maroun
- Little Company of Mary – Province of the Southern Cross
- Our Lady of Dolours Parish, Chatswood
- Sisters of Mercy, North Sydney Congregation (NSW)
- Sisters of Perpetual Adoration
- Sisters of St Joseph (NSW)
- St Augustine’s Parish, Coffs Harbour
- St Thomas Aquinas Parish, Springwood.
Civil law – entities
The Trustees of Catholic Healthcare is a statutory body corporate created under the Roman Catholic Church Communities’ Lands Act (NSW) 1942 (the Act) and is the civil law entity of Catholic Healthcare, the public juridic person.
The Trustees of Catholic Healthcare (the civil body corporate) does not provide services. It functions in a stewardship capacity to oversee the ministry of the organisation and to ensure that Catholic Healthcare’s mission is fulfilled. This body corporate is the sole member of the main operating entity, Catholic Healthcare Limited (CHL). The Trustees appoint the Directors and the Chairman of CHL.
Catholic Healthcare Limited (CHL) – is a not-for-profit public company limited by guarantee and is the civil entity providing Catholic Healthcare’s services.
Trustees of Catholic Healthcare 2017/18
|Prof Jack Flanagan, Chair||Retired||24/11/2017|
|Sr Mary Comer RSJ||Continuing|
|Sr Therese Carroll RSJ||Elected Resigned||28/11/2017 12/10/2018|
|Sr Loreto Conroy RSM||Elected||28/11/2018|
|Mr Michael Kennedy||Continuing|
|Sr Anna Koeneman RSM||Retired||6/3/2018|
|Mr Hugh O’Reilly||Continuing|
|Sr Judy Sippel RSJ AM||Retired||24/11/2017|
|Prof- Peter Steane||Continuing|
|Ms Anne Walker||Continuing|
Directors of Catholic Healthcare Limited 2017/18
|Mr David Robinson, Chair||Continuing|
|Mr Alan Crouch, Deputy Chair||Continuing|
|Ms Rebecca Davies||Continuing|
|Sr Diana Hayes RSCJ||Retired||1/09/2018|
|Mr Paul Johnson||Retired||31/10/2017|
|Mr Wayne Leamon||Continuing|
|Mr David Maher||Continuing|
|Mr Michael Morgan||Appointed||1/09/2018|
|Mr Stephen Teulan||Appointed||1/09/2018|