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  • SummitCare | Business In Focus Magazine
    to manage activities of daily living Herein lies a concern says Cynthia noting that one of the reasons why a change is needed in the Australian aged care system is that Depending on which region an older person is in the waiting lists for assessments can be variable It s not uncommon for someone to wait six weeks or longer to have an aged care assessment completed This assessment is a vehicle not only to residential aged care but all the funded aged care services There s a genuine recognition that the system is suffering with the aged care demand for services SummitCare comes under the National Age Care Act in which all aged care services which are subsidised by the government undergo a required accreditation system it s not an option All SummitCare homes are assessed against a list of standards by the Aged Care Standards and Accreditation Agency an independent body appointed by the Department of Health and Ageing Included are standards relating to nursing and personal care resident safety management and policies If they meet required standards residential aged care facilities are accredited All of our services are fully accredited for three years we ve done well Last year through that program we received two national better practice awards the agency recognises when Providers are exceeding those standards SummitCare s Quality Management System Framework developed using principal components of the Australian Business Excellence Framework and the New South Wales Health Quality Framework entails an integrated leadership and management system that promotes sustainability and exceptional performance Says Cynthia We re about to embark again on our review this year through the Australian business excellence awards program today we still hold the status of being the only aged care provider in Australia to have achieved Silver This is an externally analysed and verified mechanism of assessment It s a recognition that SummitCare is operating against the business excellence standards at the silver level which is very high we do this as part of our commitment to have externally verified the amount of effort we put into making sure we re an excellent business As in any successful business staff retention is paramount for future growth SummitCare provides a framework of staff recognition through employee development and incentives It s important to us that at the earliest involvement of staff with our organisation we make sure that they have the right attitude as well as the skills says Cynthia Our staff retention rate is averaging at 97 per cent We re not experiencing staff turnover to the degree that some other organisations are This compelling retention rate has much to do with how SummitCare staff are encouraged to pursue their objectives outside of their personal learning strategy This year we ve started a partnership relationship with the aged care channel which provides a learning strategy for an enormous cache of aged care specific training courses we also invest heavily in a working relationship with training organisations we have qualifications that

    Original URL path: http://www.businessinfocus.com.au/index.php/2012/05/summitcare/ (2016-02-10)
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  • Staging Connections | Business In Focus Magazine
    are always looking at how we can do it smarter as technology changes The company is about to launch an app for smart phones to enable people attending an event to see in advance who are the key speakers and other attendees with whom they need to network We are attempting to provide people with the most efficient possible use of their time which is where the world is going A decade ago says Tony many big corporations stopped their staff travelling for reasons surrounding safely when travelling In response some big conventions adopted a practice of enabling delegates to virtually attend events online In many cases they found that attendance increased at the event the following year because people had effectively been able to try before they buy and liked what they had seen online Staging Connections established itself over 25 years ago as an in house event services provider having started in a five star hotel We put our own staff into the hotel and provided support with audio visual equipment Back then audio visual equipment things that today already seem old fashioned such as overhead projectors or 35mm slide projectors was cutting edge Everybody was afraid to touch it but people wanted to use it From a single venue the company grew to four in its first year seven in its second and just got bigger and bigger Today we have more than 75 five star venues where we can provide event services support for anyone who is holding an event We are still basically doing the exact same thing as when we started although the technology has changed a lot The venues are for the large part in the main big name hotels in 14 locations across Australia plus two towns in New Zealand and an increasing number of locations offshore China Singapore Malaysia Fiji and Dubai so far Tony prefers not to call the service outsourcing but more of a partnership with the hotel where we work together with their event staff to create a quite unique experience for the hotel s clients For a hotel the advantages include convenience We also deliver a very high standard of service and because we are in house we have a lot of equipment already installed in the venue Many hotels try to provide the services themselves but it can be highly technical and it is expensive to keep such staff on the payroll Tony says that when they have been doing it themselves and then decide to use our services the customer experience and quality improves and the conversion rate improves dramatically for the venue For Staging Connections there is an important balance to be struck between marketing its services to a client and there are many clients who come direct to the company s head office in Rozelle NSW and nurturing the relationship with the venue It is also important to note that the Staging Connections service does not have to be expensive or limited to

    Original URL path: http://www.businessinfocus.com.au/index.php/2012/05/staging-connections/ (2016-02-10)
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  • Snooze | Business In Focus Magazine
    one result was a radically redesigned website which he says gives consumers better information more easily The feedback we get from our customers is that is the case When we compare it with what our website looked like four years ago it is chalk and cheese Even over the last 12 months our website hits have doubled partly because it is an easier website to navigate around but it is also one of the changes in the way that retailing works these days The website is clearly intended to serve as a support for the physical shop not a competitor Realistically fewer people want to buy a bed online We are dealing with products which predominately are very comfort orientated A mattress is all about comfort furniture is all about the aesthetics and how it fits into your home and enhances your lifestyle Both of those things ultimately require you more often than not to actually see feel touch the product Snooze is in a market which Simon acknowledges probably has less to fear from online retailing than some others I wouldn t like to be selling books or shoes these days or fashion items overall that seems to be where the big hits are But it is a method some of our customers will choose and we want to be able to accommodate that The total number of Snooze stores has only changed marginally in four years 73 today compared to 71 then but there has been considerable change within the total not least from franchise partners who wish to take on a second or even third outlet Simon is pleased That shows a lot of strength in the brand and the business model when people who are within it are prepared to re invest When he started there were 17 company owned stores and most have been snapped up by franchisees This was a deliberate divestment policy he says Snooze had to ask itself Are we a franchisor or are we a company store operation As far as I am concerned our core competency is franchising although it is important to have company stores as an example of what it is that we are trying to franchise and it is also important to have company stores that test and trial new initiatives There is a big difference between having a couple of company owned outlets that can test the waters on the franchisees behalf and having nearly a third of the network under ownership Currently there are a number of prospects for new outlets depending on regions Simon says there might be space for a few extra in Melbourne but more in Brisbane or Sydney He estimates a total of around 90 store locations would be ideal for the foreseeable future but we are very much driven by the desire of the prospective franchise partner Snooze so far has chosen not to open a store and wait for someone to take up the franchise To open a new

    Original URL path: http://www.businessinfocus.com.au/index.php/2012/05/snooze/ (2016-02-10)
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  • Royal District Nursing Service | Business In Focus Magazine
    the government s Broadband Enabled Innovation Project BEIP we are trialling the use of in home devices that enable nurses to care for clients remotely We have a call centre that streamlines client services robust government funding models a research and education arm and professional development requirements and are a participant in the national Wound Management Innovation CRC contributing to research into innovative wound care tools systems and technologies All of this means that we have nurses who are not only committed to the job they are more highly skilled than ever delivering the latest in quality care and a range of complex individualised services to each client We see our staff as people and we see in our people their intrinsic worth says Mr Muggleton Field staff at RDNS make a valuable contribution to helping clients with everything from domestic duties to wound care so recruiting people with the right personality and attitude is vital People who are committed to worthy positive outcomes that make other people feel better who remember every day that their work contributes to a greater good and who can see that working in a not for profit work environment has a worth or a value that cannot be measured in dollars And if it were valued in dollars then its meaning would be lost Mr Muggleton encourages staff to be curious and courageous challenging RDNS with ideas for improvement Our staff are the face of our organisation and therefore they are by definition our reputation Working on the frontline at RDNS as a carer or nurse is by no means easy Client safety is paramount All candidates undertake a rigorous selection process including mandatory criminal history checks RDNS needs to be satisfied that qualifications and registrations are valid and current and on top of this we are stringent in seeking people with special qualities to do a very special job Mr Muggleton explains listing compassion integrity respect and understanding as essential Judging by the feedback from our clients we tend to get it right It has been an amazing journey so far for RDNS The next chapter will be about having the courage to try to create better solutions The organisation s top priorities are continuing to invest in research and supporting innovation to better the health and wellbeing of clients One example so far has been realising the enormous potential of ICT Information and Communications Technology We ve invested in research and ICT innovation demanded some pretty strong business management as well as terrific partnering with key stakeholders like the Home and Community Care HACC program in Victoria comments Mr Muggleton But at the end of the day and at the risk of sounding like a broken record I don t think you can go past the extraordinary efforts and commitment of our staff RDNS will continue to empower and support its frontline staff so they can deliver the best quality care possible The highly respected RDNS Helen Macpherson Smith Institute of Community

    Original URL path: http://www.businessinfocus.com.au/index.php/2012/05/royal-district-nursing-service/ (2016-02-10)
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  • Plus Fitness | Business In Focus Magazine
    best in the business when it comes to floor plans Nigel and his business partner John Fuller have used their experience in the industry to come up with an exceptional floor plan with not just aesthetics in mind but also consideration to the members and having them feel like they are not being stared at while they are working out John will place the cardio equipment so it is not facing the doorway stationary equipment will never face a doorway Nigel confesses We get quite a lot of recognition for the way we lay out our gyms Some amenities within the Plus Fitness Health Clubs include Massage Beauty Treatments and Physiotherapy to name a few The space to house these services is sublet and the proprietors of these small businesses are contracted through Plus Fitness Health Clubs a business relationship that benefits all parties As Nigel illustrates We get a tenant in the facility while providing another service to the members and the person that owns this small business gets very favourable rent and also a target market straight away by being within the same environment as potentially 2000 attending members And although these services are not included in a membership there are some complementary services under the banner of Plus Fitness that are offered to members of good standing Whether you require physio massage or beauty services many options are available to meet member needs With the craze for popular fitness classes like Zumba Pilates Yoga and Boot Camp being offered at the Plus Fitness Health Club locations and with Les Mills who have been around at least 15 years dominating gyms in Australia Plus Fitness feels that even though it is expensive to run it is worth it to be at the top of the class curve Plus Fitness Health Clubs are always keeping up with the latest releases and instructional technology Instructors are invited to attend seminars training camps and workshops to stay updated and keep their certification fresh Sometimes even members will approach staff and management to request special training and gain experience regarding a particular class With opportunities like these it is obvious why there is no shortage of fitness instructors When I asked Nigel about the type of equipment Plus Fitness uses across its two gyms models he answered only the very best equipment in the business At the smaller Plus Fitness 24 7 s SportsArt is a main supplier of the state of the art equipment one would expect to see at a reputable gym facility SportsArt is the third largest distributor of commercial grade gym equipment used in America and is number one in Eastern Europe Nigel shares We have a great working relationship with them and go to Taiwan to meet with the family that formed the company at least once a year to network and keep a good business relationship Being a strong community supporter that sponsors local sporting groups Plus Fitness also work with childcare centres and local schools

    Original URL path: http://www.businessinfocus.com.au/index.php/2012/05/plus-fitness/ (2016-02-10)
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  • Mercy Health | Business In Focus Magazine
    also actively works to maintain a staff that is professionally diverse and representative of all age groups Mercy Health makes it a point to provide a caring understanding workplace for its employees We try and give people a lot of flexibility around how they work Mr Fogarty explains So if they are working mothers or single parents or if they are headed toward retirement we try to build the workplace to be as flexible as we can so that they can be part of our team and remain part of our team And we ve had a lot of success in being recognised nationally in regards to those initiatives Mercy Health also encourages employees to be actively involved in the development of new services and policies Mr Fogarty reports that the organisation provides career options training and development opportunities so that the staff remains highly satisfied and highly committed to our organisation Mercy health has had a steady growth path since its foundation The Board s present focus is on expanding aged care and home and community services while maintaining high standards of care at existing facilities Mercy Health currently operates around 1200 licensed aged care beds and a range of home and community care services in Victoria and southern New South Wales Some of the organisation s goals include raising the number of aged care beds to 2000 and doubling the size of home and community care services over the next five to ten years The population in Australia is aging rapidly Mr Fogarty explains and there is going to be a great need for these types of services and facilities Mercy Health would also like to integrate home and community care services into its aged care facilities Improved coordination between these two different service areas would enable patients to stay home and receive care as long as possible Furthermore with patients already linked into a Mercy Health aged care facility the transition to residential care would be smoother when care does need to be increased The organisation is also reviewing and refining its processes and policies to ensure the same high standard of care across all facilities and services Implementing a consistent and contemporary quality management system is important in order to ensure that residents have a really good experience every day Mr Fogarty explains Our facility becomes their home and the team wants residents to feel like they would if they were still in their own home Mercy Health is also committed to being a leader in research The organisation is continuously researching and developing so that our care improves Mr Fogarty reports The group currently collaborates with a number of universities to further its research and plans to expand research capabilities even further That s going to be a big part of what we do into the future Mr Fogarty says As its capabilities expand the team s research focus will remain on delivering better outcomes for the people who seek our services Mercy Health also

    Original URL path: http://www.businessinfocus.com.au/index.php/2012/05/mercy-health/ (2016-02-10)
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  • Kinder Caring | Business In Focus Magazine
    values and actively responds to client feedback On the back of all our invoices and forms there s a feedback section where they can let us know if we met with their expectations or exceeded them It is very satisfying for Kinder Caring staff to know that they are making a real difference in the lives of others Going that extra mile with the personality matching helps in the long run regarding the clients being happy with their carers Adam himself joined Kinder Caring after returning from London at the end of 2002 He admits that at first he was a bit unsure about joining the family business but that apprehension quickly vanished I started working in the business in a house out of Edgecliff Woollahra I really started to believe in what we did and what we provided to the community Adam enjoys using his background in technology to develop strategies and implement them That he says would have to be the best part of my job Outstanding Service Opening offices interstate was a significant move forward for Kinder Caring There are now Kinder Caring offices in Sydney Melbourne and Brisbane The company provides a wide variety of services which are categorised under home care management and consulting Homecare can vary greatly from services not requiring a nurse like having a carer provide some friendly companionship for a few hours up to 24 hour nursing care Under the management arm of the company Kinder Caring overlooks the case management of clients so we may not have workers in there in those cases we just manage their case Consulting is another important part of everyday business at Kinder Caring Unfortunately not everyone can stay at home so we can help place people into Aged Care Facilities explains Adam In the consultation Kinder Caring does a lifestyle evaluation which is around a table with the family and client This enables an informed decision to be made by figuring out what is affordable for the client what the client wants what the family wants et cetera Kinder Caring is also a registered training organisation The aim of the Kinder Caring Academy is to create the most well trained staff in the industry At the moment the academy is teaching certificates 3 and 4 for aged home and community care The idea for the academy grew out of a conversation Adam had with a woman many years ago She asked me why she should go with us I had a chat with her about everything we did and how we do it and said that we re accredited She said Everyone s accredited they must be accredited to be in business It didn t go well and I said to myself How am I going to educate the public on who are the best and who are the worst agencies Adam began studying the market He found new agencies popping up overnight a majority of which he believed were lacking the appropriate qualifications

    Original URL path: http://www.businessinfocus.com.au/index.php/2012/05/kinder-caring/ (2016-02-10)
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  • KinCare Group | Business In Focus Magazine
    that is provided to a caregiver of someone who is aged or disabled It allows them to take a break so someone could run errands for the client or caregiver and allow them assistance with those day to day tasks Respite care can also provide social support and social contact for people who otherwise could not keep in contact or may have lost touch with friends and loved ones Jason continued We also provide informal transport services to appointments domestic services personal care and hygiene services such as showering grooming Under the care spectrum you ve got hospital in the home services and rehabilitation in the home services Dementia Care in the aged care market has no age restrictions as there is special government funding available and a range of services provided Jason reflects that There are some very significant changes going on in the external environment at the moment which every organisation is struggling to come to terms with Workforce skill shortages are a very well documented issue across the industry and there is a question of whether there is going to be enough staff as we are already experiencing that in some markets around the country There are some big changes underway at the moment in both the disability and aged care sector he continues The Productivity Commission report that was released last year into the aged care sector is proposing some quite significant changes consistent with a lot of public policy documents over the last ten years There seems to be more momentum building up behind this report than what we have seen previously and there hasn t been a government response as of yet but that will fundamentally change the way we design our organisation once this has been addressed At the moment the government picks the winners and losers in the industry The KinCare model however represents a truly unique and valuable service offering As Jason says Delivering services into people s homes can provide an answer to a lot of problems Strong relationships with suppliers and other partners in the industry certainly help KinCare to deliver these services effectively For the most part Jason says we like to build long term relationships with our suppliers and having ongoing good business relationship is our greatest concern when choosing suppliers Generally any suppliers we ve had have been with us for quite some time The company has also incorporated Herzberg s theory of workplace satisfaction to assist in employee retention and morale The Two Factor Theory also known as Herzberg s motivation hygiene theory and Dual Factor Theory distinguishes between two different sets of factors in the workplace those factors intrinsic to the work itself including challenging work recognition and responsibility and which can engender job satisfaction and those factors not related to the work itself yet built into the workplace culture including company policies supervisory practices and salary which do not necessarily create job satisfaction yet whose absence understandably can lead to job dissatisfaction Jason

    Original URL path: http://www.businessinfocus.com.au/index.php/2012/05/kincare-group/ (2016-02-10)
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