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on Thursday, December 5, 2024
The Residential Services Five Pillars of Aged Care Excellence (“the Five Pillars”) were developed by the General Manager of Residential Services, Tony Stephenson, as part of The Salvation Army Aged Care’s new Strategic Plan and launched at the 2023 Centre Managers Conference.
This year, the theme for the 2024 Centre Managers Conference was Leading the Five Pillars of Aged Care Excellence and providing the Centre Managers with leadership skills that can be applied in their daily role. Each year, awards are announced for the Centres of the Year and Pacific Lodge Aged Care Centre and Weeroona Aged Care Centre were awarded the top prize for their efforts across all Five Pillars in 2024.
“At the corporate level, we have different General Managers who take responsibility for each Pillar; clinical quality, operational management, resident joy and satisfaction, motivated and skilled workforce and contemporary and homely environment.” Tony says.
“But you can’t achieve it at a corporate level without the alignment and commitment of the Centre Managers. The Five Pillars are about giving the Centre Manager the license to focus on all five, rather than the historical responsibility of focusing on quality and operations.” Tony goes on to explain that by articulating and measuring these responsibilities, his team will have better outcomes for the residents and staff.
Weeroona, located in Bass Hill, New South Wales, received this year’s award for a Centre with more than 90 residential aged care beds. Remelie Smith, the Centre Manager, says: “The award means so much to me as it is a testament to our hard work, passion, and collaboration. We achieved excellence with our utmost professionalism, compassion, and commitment to deliver high standards of care.”
One of Remelie’s goals is to create a home-like environment, “full of love that respects every culture, language, belief and ability,” and she has been able to do this with support from multiple people from The Salvation Army Aged Care and her team members.
“I am particularly focused on the Pillar of Resident Joy and Satisfaction,” she explains. “Ultimately, an integral part of all that we do are our residents. Making them happy, respecting their choices, valuing their beliefs, culture and sense of belonging gives us satisfaction and achievement.”
She goes on to say that striving to achieve the Five Pillars has made her team stronger whilst continuing to deliver quality care. “Striving for excellence is not about being perfect but being honest, adaptable and committed to improving every day.”
Pacific Lodge’s Centre Manager, Michelle Ossington, was also pleased to be taking home Centre of the Year award for her Centre in Collaroy, which has fewer than 90 beds. “This achievement is not only a reflection of the hard work and dedication of our entire team but also a testament to the values and principles that guide us in delivering the highest quality of care to our residents,” she says. “To me, the Five Pillars are not just abstract concepts; they are the guiding principles that guide me on how I manage the home and ensure we consistently meet the needs of our residents.”
Michelle explains the Five Pillars are interconnected, and together they help to provide a high standard of care but that the Motivated and Skilled Workforce Pillar resonates most with her personally. “For me, it is the people who deliver that care that are the key to sustaining excellence. They inspire me every day, and I am incredibly proud of the team we have built,” she explains.
“Our staff members’ passion for care, their expertise, and their dedication are what enable us to excel in clinical quality, enhance resident satisfaction, and create a positive environment for everyone. They are the heart and soul of our home, and their ability to connect with and care for residents is what truly makes a difference in their lives. By prioritising staff training, wellbeing, and morale, we build a strong foundation that supports our entire operation.”
Looking forward, Tony sees the Five Pillars as creating the culture within the Residential Services team that will consistently provide excellence, supporting the overarching Strategic Plan for the organisation.
“I think the Five Pillars will develop our culture and service delivery and will continue to create somewhere that staff want to work and that residents enjoy their care and stay with us,” he says of his vision. “It’s special when you know that the staff doing their best to support the residents.”
The other winners for each Pillar are as follows:
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