Annual Report 2010-2011 Who We Are

Feros Care is a community owned, not-for-profit organisation that delivers high quality, innovative aged care solutions for clients and carers living between Forster, NSW up to Bundaberg, QLD, including two residential aged care facilities in and Bangalow, NSW.

1989 Incorporation of the George Feros Memorial Hostel Committee. 1990 Feros Care opens its doors to Feros Village Byron Bay, a low care residential village in Byron Bay, NSW. 1997 Feros Village Bangalow, a high care residential village, officially opens – achieving George Feros’ dream for a nursing home. 1999 Feros Care commences the organisation’s first Community Care program in the , NSW (Commonwealth Packaged Care). 2003 Company conversion occurs and we are renamed Feros Care Limited. 2005 Commonwealth Community Packaged Care services commence on the Gold Coast, QLD. 2006 Feros Care’s Central Region Community Care office opens in Pottsville Beach, NSW. 2006 The Home and Community Care program starts in the Far North Coast region, NSW 2006 Commonwealth Community Care programs begin in Caboolture – Moreton Bay region, QLD. 2008 Feros Village Bangalow officially opens the Extra Services Cottage. 2008 Feros Care opens the award-winning Community Gateway in Coolangatta, QLD. 2009 Feros Care launches LifeLink telehealthcare technology services. 2009 Commonwealth Community Packaged Care programs commence in North , Sunshine Coast, Bundaberg and Wide Bay region, QLD. 2009 Home and Community Care programs begin in the Port Macquarie – Mid North Coast region, NSW. 2010 Community Care programs begin in Logan and South Brisbane regions, QLD.

2 Feros Care Annual Report 2011 Table of Contents

ABOUT FEROS CARE ...... 2 Organisational Snapshot ...... 4 Our history...... 5 The Feros Difference...... 6 Our services...... 8 Residential Care...... 8 Respite Care ...... 9 At Home Care ...... 9 LifeLink Personal Alarms & Home Safety Monitoring.11 Wellness and lifestyle...... 14 Our clients ...... 16 Our team...... 18 Board of Directors ...... 18 Senior Management Team...... 18 Dedicated Staff ...... 18 Generous Volunteers...... 22 Valued Members ...... 22 Client Satisfaction...... 23 Human Resource Development...... 24 Continuous Quality Improvement...... 24 Sustainability and Growth ...... 24 Community Engagement...... 25 2011–2012 commitments...... 26 Chairman’s and CEO’s report...... 27 Feros care supporters ...... 29

2011 Annual General Meeting This Annual Report has been prepared for Feros Care members, clients, staff, volunteers and interested members of the community. It will be presented at the Feros Care Annual General Meeting at Byron on Byron, Monday, 28 November 2011.

1 About Feros Care

In 2010–2011, Feros Care provided Feros Values services for more than Everyone Matters: Everyone belongs and is an essential part of the Feros community. 3,500 Life Long Learning: We are all on a continuous seniors living in journey of personal growth. Positive Energy: Our living environment is filled 23 with energy, laughter and purpose. Local Government Areas. Service Excellence: Always striving to be the best we can and surpass expectation. A dedicated team of over 462 workers and contractors Innovative Thinking: Thinking outside the specialising in administration, housekeeping, catering, square to inspire new ideas for excellence. maintenance, lawn mowing, personal care, nursing and Absolute Integrity: United in our commitment to allied health have helped make a difference in the lives professionalism and accountability. of clients every day. Recognition Feros Care maintains a reputation as a reliable, flexible and compassionate aged care provider, with a proven track record for positive client outcomes. Feros Care is committed to promoting the status of older Australians and their carers by actively supporting lifestyle choices, advocacy and independence, and focusing on personal wellbeing. Feros Care has been recognised by a number of industry bodies for excellence, quality and innovation in service delivery. These achievements continue to be the product of hard work and commitment, and represent the journey in continuing to lift standards and possibilities within the aged and community care industry.

2 Feros Care Annual Report 2011 Awards Our Vision > > 2011 FINALIST – Aged Care QLD Excellence in To be acknowledged as an industry leader focussed Care Awards – Organisation Award on providing innovative community, lifestyle and aged >> 2010 FINALIST – Aged Care Association Australia’s care solutions. (ACAA) Employer of Choice Award – Runner Up Our Mission Statement >> 2009 FINALIST – Minister’s Awards for Excellence – Innovation in Information Technology To assist older people to live their life, their way, by: – Highly Commended >> partnering with individuals to provide >> 2008 WINNER – Aged Care Association Australia meaningful service options that accommodate – Best Renovated Aged Care Facility life-style aspirations. – Feros Village Bangalow >> applying innovative thinking to create new >> 2008 WINNER – Aged Care Association Australia – opportunities to meet changing needs, Excellence in Management Award – Jennene Buckley expectations and challenges. >> 2008 FINALIST – Aged Care Association Australia >> supporting a workplace culture of mutual respect, – Information Technology Award – Community meaningful care, fun and learning. Gateway >> ensuring responsible governance, sustainability >> 2008 WINNER – Not-For-Profit Network and business excellence. – Organisation of the Year – Feros Care >> 2008 WINNER – Not-For-Profit Network – Project of the Year – Primary Feros Service Principles Palliative Care Project All services provided by Feros Care are motivated >> 2008 FINALIST – Not-For-Profit Network by the following service principles: – CEO of the Year – Jennene Buckley Preserving Dignity: The life experiences of every >> 2008 FINALIST – Not-For-Profit Network care recipient are valued and deserve respect. – Project of the Year – Team Member of the Year – Robyn Schneider Promoting Healthy Ageing: Focus on ageing as a positive experience involving the mind, body >> 2008 WINNER – Aged and Community Services and spirit. Australia Awards for Excellence in Technology Empowering Lifestyle Choices: Empowering – Community Gateway care recipients to live the way they want by >> 2008 WINNER – Information Technology in Aged offering service choices. Care (ITAC) Awards – Community Gateway Encouraging Independence: Client rights >> 2008 WINNER – Aged And Community Services to self-reliance are encouraged by whatever (NSW & ACT) Technology Award means possible. – Community Gateway Involving Family and Friends: Involvement >> 2008 FINALIST – Tweed Business Excellence of extended family and close friends at Awards – Professional Services every opportunity. >> 2007 FINALIST – Not-For-Profit Network Community Citizenship: Care recipients are – Organisation of the Year – Feros Care encouraged to remain active participants in their community. >> 2007 FINALIST – Aged Care Association Australia – Residential Care Award for Excellence – Feros Village Byron Bay – Highly Commended >> 2006 WINNER – Aged Care Association of Australia Excellence in Management Award

3 Organisational Snapshot

Department of Health and Ageing – Quality Reporting: Number of Clients Serviced: EACH/CACPS/NRCP Audit (2008/9, NSW and QLD) Far North Coast and South Coast NSW completed 3,538 NSW Department of Ageing, Disability and Home Care – Integrated Monitoring Framework: (2008, NSW) Number of Staff (including 197 brokerage): Department of Veterans’ Affairs – Risk Management Cycle: Veterans’ Home Care programs 462 (2008, 2010 NSW and QLD) Active Volunteers: Accreditation Ready: Veterans’ Community Nursing Australian Company Number: 104 452 271 70 Australian Business Number: 50 104 452 271 Registered Fundraising Charity Number: CFN 10742 Net Income: Business Centre: Shop 212, Level 2, Showcase on the $17.4 million Beach, 72–80 Marine Parade, Coolangatta, Queensland Registered Office: Cnr Marvel and Cowper Streets, Byron Bay, N et Assets: $20.7 million Auditors: Thomas Noble & Russell, Chartered Geographic Coverage: Accountants, Lismore Bundaberg, Queensland to Forster, New South Wales Bankers: National Australia Bank, Ballina Accreditation Status: Aged Care Accreditation Standards (2009–2012) Solicitors: S&P Lawyers, Byron Bay and Australegal, Surry Hills

4 Feros Care Annual Report 2011 Our History

Feros Care Ltd evolved from a simple aspiration of the late George Feros. George was an iconic Greek immigrant who felt inspired to devote 20 years of his life to fundraising for a nursing home in Byron Bay. In 1976, George inspired a small group of local people to establish a committee that has evolved into the Feros Care Board of Directors. Thanks to the tireless dedication of this committee, the generous support of the local community and Australian Government, Feros Care now operates residential aged care facilities in Byron Bay and Bangalow, and an ever expanding range of community care, assistive technology and respite services throughout New South Wales and Queensland. In 2007 to mark the 25th anniversary of the formation of the committee, George Feros’ vision and compassion was documented in a book, The History of Feros Care, by Sue Vader. Copies are available through the Feros Care Business Centre.

George Feros walking the streets of Byron Bay

This year, Feros Care celebrated 21 years of providing aged care services with a cocktail party at Feros Village Byron Bay, where the journey began.

5 The Feros Difference Community Owned and Operated The Byron Model Feros Care is a community owned not-for-profit Feros Care has developed a new model of service delivery organisation. We are what we are today due to the known as The Byron Model. The all-encompassing model communities we serve, and we continue to focus on embraces the philosophies of the Eden Alternative, community engagement, development and participation. re-ablement and wellness, all of which empowers seniors Feros Care benefits from the generosity of the to live their life, their way. The key principles focus on community through membership, volunteerism, financial active and healthy ageing, maintaining independence, support and participation in our governing board. community and family connections, preserving dignity and empowering lifestyle choices. Client Centred Care and The Eden Alternative Service Planning The Feros philosophy of care seeks to combat the three plagues of ageing – loneliness, helplessness Our goal is to help clients realise their own lifestyle and boredom. This reflects the Eden Alternative aspirations. Every care or service plan is unique and where the overall aim is to ensure that where seniors designed by a highly skilled Feros Care Manager in ‘live must be habitats for human beings, not sterile consultation with the client, their loved ones and health medical institutions’. We are “Edenising” Feros Care by providers. These plans are client driven and dynamic promoting a culture of healthy ageing, positive mental to adjust to the changing needs and circumstances of health, inclusion and physical fitness. The focus is on clients, helping them to live their life, their way. ability not disability and recognising that everyone has Meaningful Nurturing Care the capacity to grow and contribute. In order for care to be successful it must be meaningful Solutions for Seniors and allow for a scope that sees more than a person’s The Feros Care Community Gateway is a ‘one stop age or medical diagnosis. Clients, staff and volunteer shop’ answer to everyone’s aged and community care relationships are built on trust, respect and life-long needs. The award winning Gateway is a 24/7 central learning. Staff and volunteers live and work in the contact and referral centre capable of navigating clients communities they serve, and are linked to clients and referrers through industry complexities, and offering according to their shared experiences. solutions from our expanding service program range.

6 Feros Care Annual Report 2011 Feros Care sevenstar© Staff Development Program A key to “Reaching for the Stars” and achieving our Strategic Plan is the Feros Care sevenstar© Staff Development Program that contributes towards “building leaders of the future, developing our people and affecting organisational change”, and rewards and motivates staff to undertake further learning to enhance their skills and knowledge. The program provides a 21 module course that teaches our staff “the Feros way”, building leadership skills to make a difference, embracing our values, understanding our Model of Care and providing exceptional quality services. The program focuses on topics that are Service Excellence over and above the general aged care competency Feros Care’s villages have attained 14 consecutive and regulatory requirements. sevenstar© modules are years of Aged Care Standards Agency accreditation. designed to represent a Feros Care Value including Our services have achieved community and nursing topics such as innovative thinking, customer service care quality reporting standards. We are moving excellence, problem solving, communication and towards ISO9001 certification and recognition under the relating, creating a positive work environment, project Australian Business Excellence Framework. management, professionalism, leadership, coaching and mentoring, delivering service excellence, models of care and sustainability, and further supports our clinical and Enthusiasm and Energy skills development program. Everyone matters in the Feros community and everyone has the capacity to learn and have fun. This attitude flows through to our clients and has transformed As of 30 June 2011, working environments into living habitats. Staff and volunteers come to work ready to participate, and 33% uphold Feros Care’s reputation as a warm and enjoyable of Feros Care staff have had the opportunity organisation for colleagues, clients and their families. to participate in the sevenstar© Staff Development Program. Vision and Innovation Feros Care continually looks forward, anticipating client needs with determination and purpose to assist clients to live life to the fullest. We are focused on expanding care options and improving the mechanisms by which we deliver our services. Our home-grown Applauding Innovations Program encourages and drives many of our new initiatives. Technology Savvy Feros Care believes that clients and the industry can benefit from utilising existing and emerging assistive technologies to deliver efficient and effective services. Our web-based systems for communication, data collection, administration and quality management ensure fast and reliable information exchange designed to maximise responsiveness and direct service delivery.

7 Our Services Residential Care exclusive range of care options, therapies, food and beverages, and supported lifestyle pursuits not usually Feros Village Byron Bay, NSW available to residents in the standard village community. Feros Village Bangalow, NSW Feros Care offers residential aged care for seniors Feros Village Byron Bay and Bangalow have had who are not able to remain in their own homes or with successful Standards Agency spot-checks during the loved ones due to their need for greater assistance year and achieved full accreditation status for three with daily living (low or hostel type care) or 24 hour years by the Residential Aged Care Standards and nursing care (high or nursing home level care). Our Accreditation Agency to 2012. residential villages aim to provide a safe, secure and supportive environment that promotes lifestyle choices, independence and dignity. During 2010–2011, Feros Village Byron Bay and Bangalow accommodated Feros Village Byron Bay is a low care facility with 40 beds. Feros Village Bangalow has 64 high care beds capable of supporting residents living with dementia 171 and an exclusive 16 bed ‘Extra Services’ cottage. permanent and respite residents, Both villages offer resort style comfort and are located cared for by more than in vibrant communities. Bangalow village has been beautifully expanded and refurbished to provide 110 quality community living, and was awarded the 2008 experienced residential care staff. Best Renovated Aged Care Facility by the Aged Care Association of Australia.

The ‘Extra Services’ Cottage at Feros Village Bangalow A total of 25,672 high care nights, 9,353 low care nights is a privately funded, unique and beautiful sanctuary and 1,127 respite care nights were provided this financial offering high quality aged care, superior comfort and year. The majority of residents are from the Byron Shire extra choice not available anywhere else on the Far but others have come from Melbourne and to North Coast. Cottage residents are surrounded by join our community. first class décor and furnishings, and can access an

8 Feros Care Annual Report 2011 Respite Care caring role. In 2010–2011, the National Respite for Carers Program (subsidised service) assisted over 24 Caring for an ageing loved one can be a rewarding families with planned and emergency in-home respite experience, but it can also be very demanding. through Feros Care. Respite care provides family and carers with a well- deserved break. At Home Care Respite gives a carer a chance to catch up with household tasks, cope with the responsibilities of paid employment, studies and/or volunteering. More often, respite provides valuable free time to recover from the demands of caring. For the loved one at the centre of care, respite offers a chance to be with others, gain additional life experiences, participate in the community and sometimes have a much needed break from the carer too. Respite works best when it improves the quality of life of both the carer and their ageing loved one. Respite has been shown to reduce stress levels in carers, enhance quality of life and contribute significantly to a carer’s ability to continue providing the support their loved one needs. Feros Care offers a range of respite options, available on an hourly, daily (and overnight) or even weekly basis that can be designed to meet the unique needs of carers and their loved ones. In 2010–2011, our respite services included: Feros At Home (community care) includes a full range Residential Respite of domestic, personal, nursing, wellness and lifestyle Feros Village Byron Bay, NSW services that aim to support seniors who have daily Feros Village Bangalow, NSW living challenges but wish to remain living independently Residential respite is designed for carers who need in their own home for as long as possible. overnight or short-term respite. Feros Village Byron Our experienced and resourceful Care Managers work Bay and Bangalow have two respite beds capable of with clients, carers, loved ones and healthcare providers supporting low and high care needs. Feros Care works to design tailored care/service delivery plans that identify closely with the Commonwealth Carers Respite Centres and seek to fulfil individual lifestyle wishes. Clients can to ensure equitable access to these beds. During choose from a full range of Feros At Home services that 2010–2011, these beds provided 1,127 days of respite can be combined to create a comprehensive package to clients coming in from as far away as Sydney. of care and services or used to complement existing Day Respite Centre support structures available to the client. Byron Shire and Surrounds, NSW Our At Home services assisted many people with Our Day Respite Centre provides day relief for working different needs and aspirations in 2010–2011: carers every Monday at Feros Village Byron Bay. This Feros Care – Private Services special service offers opportunities for participants to be Port Macquarie, Hastings, Coffs Harbour, , involved in daily activities of the village including health, Richmond, Clarence Valley, Lismore, Ballina, Byron, wellbeing and social activities. Transport assistance is Tweed, Gold Coast, Logan, Brisbane, Moreton Bay, available. This service currently supports eight clients and Sunshine Coast, Bundaberg and the Fraser Coast is funded under the National Respite for Carers Program. Feros Care’s Private Services provide a fully flexible In-Home Respite alternative for those in need of at home care and who Ballina, Byron and Tweed Shires, NSW cannot obtain immediate support from subsidised In-home respite provides carers and clients with a government programs. Care and service plans can be qualified care worker in their own home. Our service designed to meet almost any need and there are no provides working carers with up to five hours per week waiting lists or restrictions on service type or frequency. of respite to support them in maintaining their important

9 Community Aged Care Packages (CACPS) Home and Community Care (HACC) Port Macquarie, Hastings, Kyogle, Richmond Valley, – Personal Care and Domestic Clarence Valley, Lismore, Ballina, Byron, Tweed, Kyogle, Richmond, Clarence Valley, Lismore, Gold Coast, Logan, Brisbane, Moreton Bay, Sunshine Ballina, Byron and Tweed Coast, Bundaberg and the Fraser Coast HACC services provide a basic range of at home CACPS provide an at home care alternative for people services designed for the aged, frail and disabled. Feros whose dependency and complex care needs would Care provides a full range of personal and domestic normally qualify them for entry into a low care residential services including housework, laundry, errands, home. This service is subsided by the Commonwealth personal hygiene, meal preparation and social support. Government and all applicants must be assessed by HACC services are funded by the NSW Department of an Aged Care Assessment Team. In 2010-2011, Feros Ageing, Disability and Home Care. At the end of June Care supported a total of 292 CACPS clients across the 2011, 422 clients were accessing Feros Care HACC targeted service shires. services for personal and domestic care. Extended Aged Care in the Home (EACH) Home and Community Care (HACC) Port Macquarie, Hastings, Kyogle, Richmond Valley, – Physiotherapy Clarence Valley, Lismore, Ballina, Byron, Tweed, Physiotherapy – Kyogle, Richmond, Clarence Valley, Gold Coast, Logan, Brisbane, Moreton Bay, Sunshine Lismore, Ballina, Byron and Tweed Coast, Bundaberg and the Fraser Coast HACC physiotherapy services provide a holistic EACH packages provide an alternative for people whose therapy service focusing on improving independence dependency and complex care needs would normally by maintaining good mobility, to centre-based day qualify them for entry into a high care residential care services to support aged, frail and disabled home. To be eligible for this service, clients must be persons to continue living in their own homes. HACC approved by an Aged Care Assessment Team. The services are funded by the NSW Department of service includes nursing support and is subsided by Ageing Disability and Home Care. In 2010–2011, 150 the Commonwealth Government. Feros Care launched clients accessed Feros Care’s HACC physiotherapy EACH services in 2007–2008 and in 2010–2011 Feros services, across the targeted shires in Northern NSW. Care assisted 148 clients. Home and Community Care (HACC) Extended Aged Care in the Home – Social Support – Dementia (EACHD) Social Support Monitoring – Port Macquarie, Hastings Coffs Harbour, Kyogle, Richmond Valley, HACC Social Support Monitoring services provide Clarence Valley, Lismore, Ballina, Byron, assistance with a range of social wellbeing and support Tweed, Gold Coast, Logan, Brisbane, mechanisms to assist aged, frail and disabled persons Moreton Bay, and the Sunshine Coast to continue living in their own homes and remain a part EACHD packages are specially tailored for clients of the community. HACC services are funded by the living with dementia who have high and complex care NSW Department of Ageing Disability and Home Care. needs that would qualify them for high care residential At the end of June 2011, 63 clients were accessing accommodation. Care Managers work closely with Feros Care’s HACC Social Support Monitoring services. clients and a team of multi-disciplinary healthcare providers to design unique dementia awareness strategies to support clients at home. In 2006–2007, Feros Care launched EACHD services and in the 2009–2010 financial year assisted 79 clients.

10 Feros Care Annual Report 2011 Veterans’ Home Care (VHC) CDC High Packages – This level of care is similar to the Coffs Harbour, Kyogle, Richmond, Clarence Valley, current Extended Aged Care at Home (EACH) package Lismore, Ballina, Byron, Tweed and Gold Coast in that it will cover high level care needs. It can provide This Department of Veterans’ Affairs program assists services such as nursing, domestic assistance, in-home Australian veterans, war widows and widowers with low respite, personal care, transport to appointments and care needs to maintain their health and wellbeing and social support. remain living independently in their own homes. A full CDC High Dementia Packages – This level is similar to range of domestic and personal care is available to eligible an Extended Aged Care at Home – Dementia (EACHD) clients. Feros began delivering veterans care in 2007 and package and covers high level, complex care needs, during 2010–2011 continued to support 626 veterans. including the behaviours and symptoms associated with Veterans’ Community Nursing dementia that affect their ability to live independently. Port Macquarie, Hastings, Coffs Harbour, Hastings, Kyogle, Richmond, Clarence Valley, Lismore, Ballina, Lifelink Personal Alarms and Byron, Tweed, Gold Coast, Logan, Brisbane, Moreton Home Safety Monitoring Bay, Sunshine Coast, Bundaberg and the Fraser Coast Veterans’ Community Nursing provides routine and complex nursing care, clinical treatments and personal care services to eligible Australian veterans, war widows and widowers in their own homes. Community nursing seeks to avoid premature or inappropriate admittance to hospital or residential care. Feros has a team of dedicated community nurses who provide care and service planning and direct nursing to eligible clients. Twenty-nine clients received assistance under this tailored Feros Care service program in 2010–2011. In early 2008, Feros Care launched its first line of Brokerage Services assistive technology products including emergency Port Macquarie, Hastings, Coffs Harbour, Hastings, response personal alarms and dementia monitoring Kyogle, Richmond, Clarence Valley, Lismore, Ballina, devices. The products link to a 24/7 response and Byron, Tweed, Gold Coast, Logan, Brisbane, Moreton monitoring centre, ensuring help is on the way with the Bay, Sunshine Coast, Bundaberg and the Fraser Coast touch of a button. These technologies allow clients and Feros Care’s skilled staff can be contracted by other loved ones to feel confident about the decision to remain services to provide personal care, transport, gardening, living at home. This is Feros Care’s first national service. housekeeping, respite, post-hospital care, alternative therapies and clinical care to their clients. In 2010–2011, 2,923 hours of service was performed. Consumer Directed Care (CDC) Packages Far North Coast, NSW In 2010 Feros Care was awarded the first trial run of 15 Consumer Directed Care (CDC) Packages for the Northern NSW region. There are three types of CDC Packages available to seniors and all have been designed to provide individuals with more control, increased flexibility and greater choice in how their government subsidy will be spent. The three available packages are as follows: The Pilot Program Since its inception, the LifeLink services have grown CDC Low Packages – This level of care is similar to rapidly and so too has the knowledge of the LifeLink a Community Aged Care Package (CACP) in that it team. In November 2010, Feros Care released will provide care services to people living in the Telehealthcare – Supporting People to Live Safely and community who have low level care needs. It may Independently at Home: An Australian Pilot Program, a cover services such as personal care, social support, report that showcased the experiences and key learnings transport to appointments, home help, meal of the implementation of telehealthcare in Australia. preparation and gardening.

11 The pilot trial looked at the use of two Partnerships telehealthcare technologies: Wider community and government interest in Feros Care’s LifeLink services has grown over the past year, >> Multi-sensor Telecare (smart home technologies) kits as evidenced by the formation of a partnership with the were fitted in 30 client homes. Northern NSW Local Health District (NNSWLHD) in >> Telehealth home monitoring technologies were June 2010. implemented in the homes of 15 clients. The NNSWLHD recruited LifeLink technology to conduct Following six to nine months of monitoring, four key their own trial into the effectiveness of telehealth findings were established: technology in the homes of people living with diabetes, 1. A general endorsement that telehealthcare and cardiac or respiratory disease. Up to 15 people, for technologies can improve the likelihood of clients a period of up to eight weeks, will be able to monitor being able to remain safely in their own homes for their chronic condition through telehealth equipment. longer than would otherwise be possible with: Results from the NNSWLHD trial are expected in December 2011 – January 2012. 80% Workshops and Conferences of clients reporting that Telecare had improved their quality of life during the program. 69% stating that they were now less worried about the daily severity of their chronic condition. 67% strongly agreeing that the technology allows them to be more independent. 67% strongly believing the technology gave them increased confidence when carrying out household activities.

As part of the continued expansion of LifeLink services, 2. Telecare services reportedly increased client Feros Care conducted informative telehealthcare confidence and reduced the fears of clients and carers workshops in May and June 2011 in Tweed Heads, that a client’s fall at home would go undetected. Ballina, Gold Coast and Brisbane North. The workshops 3. Quality telecare services can be delivered within demonstrated the wide range of applications of the reasonable operating cost models. technology, highlighted case studies, discussed key 4. Telehealth to be subject to further trial implementation learnings from the implementation phase and offered and evaluation. an insight into affordability. A range of professionals attended the workshops including hospital discharge planners, other service providers, QLD Department of Communities, occupational therapists and non- government organisations including Carers QLD and Alzheimer’s Australia. The LifeLink team, headed by CEO Jennene Buckley, hosted stands and presentations of the pilot trial findings at professional conferences throughout the financial year including the Innovations in Health and Community Forum, Canberra, March 2011; national and state HACC conferences; and peak body annual conferences.

12 Feros Care Annual Report 2011 Public Communication >> Automatic night lights and falls detection This financial year also saw the development of public (using bed sensor mats) communication initiatives that supported the growth >> Carer pager and mobile alerts of LifeLink. Clients and their carers have reported peace of mind In November 2010 the LifeLink website was officially knowing that if there was a fall or an emergency, an launched to the public using the web address of alarm is raised and help is on the away. In 2010–2011, www.lifelinkresponse.com.au. the LifeLink team installed telecare devices into 157 smart homes in Port Macquarie, Clarence Valley, Byron The LifeLink team also undertook the development and Bay, Ballina, Tweed Heads, Gold Coast, Brisbane, distribution of a telehealthcare DVD, showcasing the Caboolture, Sunshine Coast and Wide Bay. use of Lifelink technology in homes, product information and case studies. The footage was filmed in July 2010 and distribution commenced in September 2010. LifeLink Telehealth Monitoring Short, informative segments are also embedded into In late 2009, Feros Care commenced telehealth the LifeLink website to allow for further exposure. In line monitoring providing technology that allows clients to with the DVD production, a television advertisement was monitor their daily vital signs including blood oxygen, also developed and run on commercial channels during glucose levels, blood pressure, pulse rate and weight in November 2010. the comfort of their own home. The data is automatically and securely forwarded to Feros Care’s telehealth clinicial nurse who monitors variations and makes contact with our clients and GP if the trends are outside of pre-determined ranges or parameters. The technology allows people with chronic health conditions to have greater control of their own health and a better understanding of their condition on a daily basis, as well as having peace of mind that a clinician is viewing their vital signs each day and offering follow-up and support where needed. The technology allows clients and loved ones to feel confident about LifeLink Telecare Home Safety remaining in the home. In 2010–2011 Feros Care and Monitoring supported 18 clients with chronic health conditions. In January 2010 Feros Care commenced the Senior Living Partnerships implementation of telecare (smart home) technologies including the installation of home environmental sensors Feros Care has undertaken a commitment to build that automatically alerts a 24/7 response centre in the greater relationships with retirement and senior living case of an emergency. The telecare products include villages having identified a gap in the market where a various dementia care, and social and emergency large number of seniors reside alone and where village support sensors/triggers: operators are required to source information about aged care services from third parties. >> Falls detection – automatic detection In the past financial year, Feros Care has established >> Day and night time exit seekers (for clients with the role of a Lifestyles Partnership Manager who live-in or out carers) has undertaken several development tasks including >> Unwelcome caller alarm relationship development with village operators within >> Movement sensors (detects no movement in the the Feros Care service footprint, establishment of home for extended periods) an ongoing calendar of visits and presentations to >> Bathroom safety (wall mounted pendants and residents of the villages and the development of a pull cords) strong stewardship program involving the exchange of >> Environmental safety (extreme temperature, flood, informative collateral. gas and smoke) In 2010–2011 Feros Care visited over 100 retirement >> Continence management (enuresis sensors for bed) and senior living villages within our service footprint, >> Automatic voice reminders and monitoring including Wide Bay, North Brisbane, Gold Coast, (such as medications) Caboolture, Logan and the Sunshine Coast.

13 Wellness and Lifestyle

Feros Care is committed to making life worth living for Feros Care is building a team of lifestyle appreciation all of our clients. We believe that ageing is a healthy and experts including Quality of Life Officers and allied positive experience. Our clients are supported to realise health professionals that work together to coordinate their full potential, provided with opportunities to interact the integration of wellness and lifestyle activities across with and contribute to their communities, and surrounded our full range of services. Our residential villages operate by stimulating environments where meaningful as resort communities providing independence and relationships of trust and respect can flourish. facilitating a sense of home that lifts aged care beyond the traditional facility stereotypes. In community care we Feros Care has also taken their service delivery above are striving to bring The Byron Model into the home by and beyond other organisations by developing its own diversifying our activity programs, increasing access to care model, The Byron Model, which places clients and transport assistance and actively linking clients, carers, carers at the centre of all that Feros Care does and aims neighbours and communities together. to achieve. The underlying principle is to assist in keeping older people as independent, active and as socially connected Some of our exciting initiatives in 2010–2011 to their family, friends and community for as long have included: as possible. >> Submitting recommendations to the Productivity Commission’s draft report Caring for Older Australians in March 2011 The Byron Model of care encompasses (final report due in late 2011). the three key philosophies: >> A new agreement with the Northern NSW Local Health District to commence a six month telehealth partnership from June 2011 to The Eden December 2011. >> Commencement of Consumer Directed Care Alternative (CDC) Packages in Far North Coast NSW. (not previously implemented in a community care setting) focuses on combating the three plagues of loneliness, boredom and helplessness. Re-ablement to address the restorative approach to services. Wellness to embed the holistic approach ensuring the ‘mind, body and soul’ are all considered.

Our commitment to The Byron Model is transforming Feros Care. We have and continue to develop a range of flexible wellness and lifestyle programs to support our clients to remain active, independent and socially connected. We aim to engage clients, loved ones, carers, staff and volunteers in celebrating the contributions of each through physical activity, community events, shared stories and experiences, interest pursuits and companionship.

14 Feros Care Annual Report 2011 >> The further development of the Maintaining >> The new dining area at our Bangalow Independence Program (MIP) physiotherapy Village is always a hive of busyness and has service in day centre programs operating increased the dining experience for residents throughout the Far North Coast of NSW. This has though increasing the opportunity for social also provided an opportunity for the up skilling interaction in the central hub of the building. of the day centre staff who participate in the The area is abuzz with conversations. program along-side our physiotherapist. >> Expansion of in house animals, birds and >> The continued development of an intensive falls fish! Individual birds are now in smaller prevention program and exercise activities to cages and fish in wall mounted tanks in maximize mobility and flexibility has produced individual rooms at the Bangalow Village. excellent outcomes for residents at Bangalow and >> Welcoming our community and respite clients Byron villages, as well as opportunity for staff and to join residents of Feros Village Byron Bay for families alike to contribute to these outcomes. a daily activity programs packed with exercise >> Continued relationship with Southern Cross classes, cooking, card making and pet therapy. University complementary therapy students >> Reminiscence sessions with some of our offering hand and foot massages for residents, very keen community clients has seen the and the introduction of clinical placement program creation of some wonderful and personalised for a range of students from different schools collections of memories including from within the university. These students bring energy traditional life stories and photo albums, and enthusiasm to the residents not only through through to montages and audio recordings, their clinical practice with a focus on wellness but and the even more individualised collections also in eagerness to engage with the residents of divine recipes and amazing craft patterns. clinically and personally.

Creating opportunities for mutual caring relationships diverse range of experiences and opportunities for our between our clients and care workers is our focus and clients to stay connected with our communities, keep central to the success of Feros Care. Our Wellbeing and well and happy and support the difference that Feros Lifestyle Program invigorates and assists to facilitate a Care makes in their lives.

15 Our Clients

Feros Care’s client base has grown rapidly in the This financial year, the many varied services saw Feros past financial year, as evidenced by the Community Care deliver: Gateway taking 43,600 calls in the 12 months, and the organisation receiving 3,679 referrals for service. During 2010–2011, Feros Care responded to the individual needs of 3,538 people in the community 24,765 (3,367) and in our villages (171). hours performing domestic tasks As an organisation, Feros care puts clients and carers at the centre of all decision making and quality 6,042 improvement initiatives. Everyone’s needs are unique hours of assistance with shopping and no single person ages or deals with this process in the same way. Living situations, responsibilities and belief systems vary greatly and what works for one 4,359 individual, their family and friends, may not be ideal for hours preparing meals the next. We understand that coming to terms with the need for 2,936 any form of aged and community care and exploring hours assisting with social outings the range of providers and services available can be, at times, an overwhelming task. Feros staff are committed to ensuring clients and their loved ones make thoughtful In 2010–2011 Feros Care was privileged to be one of and informed decisions about the care and services the first organisations in Australia to offer Consumer they need. Feros Care encourages all potential clients Directed Care (CDC) Packages, announced by the to obtain financial advice, appoint an Enduring Guardian Federal Government as the sole provider of such and Power of Attorney, and update their Will and Estate packages for the Far North Coast NSW region. Feros to reflect their changing situation. Care provided: All Feros Care services are delivered according to >> CDC Low – 11 packages individualised Care or Service Delivery Plans, developed >> CDC High – 2 packages in consultation with the client, their carer(s) and/or family >> CDC High Dementia – 2 packages members, and health professionals. As part of the roll-out, two important publications were Feros Care believes in an holistic approach to care developed by the Feros Care team to ensure clients were assessments where the client’s aspirations, preferences well supported and understood the mechanisms of the and social history work to provide a complete picture of new style of service packages: “My Guide to Individual needs and lifestyle priorities. Budgets” and “My Guide to Support Planning”.

2010–2011 Client Facts

Total number of clients that received services during 2010–2011: 3538 Number of residential clients (as of 30 June 2011): 103 Number of at home (community and respite) clients (as of 30 June 2011): 1275 Total nights of residential care provided (2010–2011): 36,152 Proportion of residents 80 years and older (as of 30 June 2011): 86% Proportion of At Home (community and respite) clients known to be 80 years and older (as of 30 June 2011): 62% Proportion of female residents (as of 30 June 2011): 69% Proportion of female at home (community and respite) clients (as of 30 June 2011): 67%

16 Feros Care Annual Report 2011 1% 3% Feros Care’s residential villages were home to 171 residents in 2010–2011. Most residents were aged between 80 and 89 years. A higher proportion of 10% residents were female (69%) compared to community clients (67%). Together Feros Village Byron Bay and 36% Bangalow provided 36,152 nights of care, 71% high care, 26% low care and 3% respite care. As of 30 June 2011, Feros Care had 1,275 active at 50% home clients, with the majority of clients residing in Tweed Heads (33%), Gold Coast (15%), Ballina (8%) and Hastings Shire (7%). A total of 369,068 staff hours and 585,976 kilometres of travel were used to support our clients. Almost 98% Residential Care Clients by Age of staff travel was dedicated to servicing community clients. These figures represent an increase of Under 65 80–89 32% in service delivery hours from the 2009–2010 65–69 90–99 financial year. 70–79 100+

At Home Clients by Local Government Area Residence (as of 30 June 2011)

Community Clients by LGA Tweed Heads 33.41% Gold Coast Council 15.14% Richmond 1.02% Clarence Valley 6.04% City of Brisbane 2.35% Coffs Harbour 1.57% Byron 6.90% Ballina 8.47% Hastings Shire Council 7.76% Lismore City Council 6.82% Caboolture 3.06% Kyogle Shire 1.73% Logan City 1.65% Fraser Coast Regional Council 1.33% Sunshine Coast Regional Council 1.73% Bundaberg Regional Council 0.78%

17 Our Team Board of Directors Dedicated Staff

Feros Care is governed by a volunteer Board of Directors, Feros Care services are provided by a dedicated consisting of a Chairperson, Deputy Chairperson and team of staff who are selected based on their passion six Directors. The Feros Board of Directors provides for working with seniors and people with disabilities governance and strategic direction to the organisation, and commitment to organisational values and care and works effectively with Senior Management to ensure principles. Feros Care employs staff in the areas of high quality care and services. The Board meets on administration, housekeeping, catering, maintenance, the first Wednesday bi-monthly and holds information lawn mowing, personal care, nursing and therapies. meetings for members on a quarterly basis. See the All appointed staff undergo an extensive hiring process Chairman’s Report (page 27) for information on this with interviews, professional reference checks and year’s activities and accomplishments. criminal record screening. Organisational orientation and Senior Management Team mandatory training is also a requirement of employment. sevenstar© sevenstar© is a unique, in-house leadership development program designed to build the skills and knowledge of staff, enhancing our ability to fulfil our Values and Service Principles. sevenstar© is a three year commitment, starting with an Organisational Orientation. The module topics are additional to those covering competency and regulatory requirements, and focus on opportunities for personal, leadership and organisational cultural growth in areas of our Core Values: Feros Care has a dynamic hands-on Senior >> Everyone Matters Management Team that works collaboratively with >> Service Excellence staff to ensure effective, high quality care and positive >> Innovative Thinking outcomes for clients and their families. The team consists of senior nurses, accountants, experienced >> Positive Energy health care administrators and service planners, >> Absolute Integrity operations and human resource experts, and this year >> Lifelong Learning two new members with specialist skills in IT, and media and marketing. The first roll-out of the program in 2009–2010 saw more than 90 staff submit applications to participate. The Senior Management Team operates under an Following the successful implementation, 2010–2011 executive accountability framework to ensure stable and saw the commencement of two intakes for Star 3: transparent corporate governance. Senior Management ‘Service Excellence’. With continued uptake, interest and is very passionate about the services Feros Care passion from staff, late 2011 will see the development of provides and is committed to becoming the provider of Star 4: ‘Innovative Thinking’ and Star 5: ‘Positive Energy’. choice in all service regions.

18 Feros Care Annual Report 2011 Staff Support Employee Choice Awards Feros Care is a supportive and generous employer keen on retaining staff and creating career pathways. All staff Feros Care employees nominate a staff member or have access to a comprehensive Employee Benefits volunteer in their team who should be recognised for Scheme that includes salary packaging, scholarship their dedication to the Feros Values and Mission: and traineeship opportunities, gym membership, onsite Gateway: Kerrie Campbell exercise programs, chaplaincy and counselling services. Community: Karen Graham Feros Care actively promotes the rewards of working Residential Care Byron Bay: Pat Green within the aged care industry with return to work Residential Care Bangalow: Manuel Galleguillos candidates, school leavers, job seekers, and university Business Centre: Devina Kustic and TAFE students. Volunteer Services: Sarah Watt Feros Care believes in making work fun! All staff are encouraged to create an innovative and accountable Innovations Cup Winner work environment where playful, attentive and engaging attitudes lead to more energy, enthusiasm, productivity and creativity with the aim of improving workplace culture. One of the means by which we maintain this positive culture is through sevenstar©, and our recognition and reward program called Applauding Innovations. At our Annual Awards & Staff Dinner on Friday, 22 October 2010, awards were given to the following dedicated staff:

5+ Years of Service Sarah Marciano Jana Hall Applauding Innovation is a strategy that Feros Care implemented to encourage staff to contribute 10 Years of Service ideas about how we can improve the services Donna Murray we provide or the environment in which we work. Patricia Green The strategy is an easy process for all staff and Gabriele Taylor management to implement which results in immediate realisation of inventive ideas and proposals to improve service and our working environment. The Innovations Cup is presented each year to a staff member who has brought forward an idea that has achieved success or significant achievement. The 2010 winner was: June Lavender June Lavender was awarded the 2010 Innovations Cup for being a ‘Champion of Change’. During a four year period of unprecedented growth, June made a commitment to successful and positive outcomes by showing a willingness to trial many strategies, initiative, problem solving and modifying solutions, and an ability to support her team members.

19 2010–2011 Staff Facts

Number of employed staff at 30th June: 265 Number of staff (including our brokerage staff): 462 (197 brokerage) Proportion of staff with over three (3) years of service: 27% Proportion of staff over 40 years of age: 72% Proportion of female staff members: 93% Proportion of staff duties involved in direct care: 78% Total number of hours of service provided: 369,068 Total number of kilometres travelled by staff to service clients: 585,976

At the end of June 2011, Feros Care employed 265 staff staff were part-time and the vast majority were women and engaged a further 197 brokerage workers across a (93%). Most of our employees resided in the Byron, number of service programs. Sixty Eight percent of our Tweed and the Gold Coast regions.

Staff Employed by Local Government Area Residence (as of 30 June 2011)

Staff By Local Government Area Byron 32% Ballina 9% Tweed 23% Gold Coast 11% Clarence 2% Kyogle 1% Casino 1% Lismore 8% Moreton Bay 3% Port Macquarie 2% Bundaberg 1% Fraser Coast 3% Brisbane 1% Gympie 1% Sunshine Coast 3% Logan 1% 100%

20 Feros Care Annual Report 2011 Staff aged between 50–59 years represent the largest Feros Care for 3–6 years, while 9% have been with the proportion of positions held within Feros Care (38% organisation for more than 7 years. in line with 2009–2010 when it was 39%), followed by Care work, administration and nursing were the primary 40–49 years olds (25% compared to 30% in 2008– duties conducted in 2010–2011. 2009). Eighteen percent of our staff have worked with

Feros Care Staff Distribution by Age Groups (as of 30 June 2011)

8% 9%

Staff By Aged Group 18% 18–29 50–59 38% 30–39 60–69 40–49 25%

Feros Care Staff Distribution by Primary Duties (as of 30 June 2011)

Staff by Primary Duties

Co-ordination

Administration

Management

Registered Nursing

Enrolled Nursing

Carers/AIN’s

Hotel Services

Allied Health

1007550250 125 175150

21 Generous Volunteers through a Volunteer of Choice Award voted by staff for demonstrated volunteer commitment and enthusiasm. Feros Care is fortunate to have a number of active This year’s winner was Sarah Watt who received volunteers supporting our services and providing a trophy, voucher and certificate of appreciation for companionship to residents, clients and their carers. volunteering dedication. All Feros Care volunteers Volunteer activities include bus trips, shopping, received a certificate with appreciation comments from visiting, social activities, crafts and hobbies, outings, the staff. fundraising, transport, gardening and a number of other interests and professional specialities. In some cases, Valued Members companionship is the best volunteer service. Feros Care is owned by the people living within the The Feros Care Volunteer Program is always looking for communities we service. Membership is important to volunteers who are interested in enhancing the quality Feros Care because it strengthens our community base of life of the elderly through laughter, companionship and brings invaluable expertise to the organisation. and support. Feros Care does not use volunteers under Feros Care currently has 40 individual members. any circumstances to substitute for the paid work of Members assist by volunteering; contributing their skills employees. All volunteers must be officially recruited, to assist organisational planning and development; registered and trained by Feros Care prior to the participating in activities, events and fundraising; and performance of any task. As with employees, Feros Care becoming a Board of Directors Member. For more volunteers must complete a Criminal History Check prior information on Feros Care membership and volunteering to commencing volunteering. contact Feros Care Business Centre on (07) 5669 0555. At the 2010 Annual Awards & Staff Dinner, the much appreciated contributions of volunteers were recognised

22 Feros Care Annual Report 2011 2010–2011 achievements Client Satisfaction >> Filmed and produced telecare and telehealth DVDs, commercial, and webstream. >> Full capacity of the 19 bed extension and extra >> Responded to January 2010 flood disaster in QLD services at Feros Village Bangalow was reached in and NSW with no adverse impact to clients. December 2010. >> Bangalow Village collaborated with residents, families >> Finalised the Guided Referral Program which allows and GPs to decrease medication regimes. The our Gateway Aged Care Advisory team to provide regime saw the Village go from 80% of residents phone based assistance to people seeking help to requiring 9 or more medications down to just 11% navigate the complexities of finding a local suitable of residents requiring 9 or more medications. aged care service option. >> Roll out of the Falls Prevention Program and >> Finalised pilot of telehealth technologies in the home Committee that looks at the causes of falls and the that involves daily vital signs checks, monitored by a implementation in preventative measures. This is one Feros Care telehealth clinical nurse. of the first steps in embracing the Byron Model. >> Commenced partnership with Northern NSW Local >> Establishment of an exercise program in the Byron Health District in supporting chronic disease patients Bay and Bangalow Villages that seamlessly integrates through telehealth vital signs monitoring. into everyday routines. This has seen an increase from >> Publication of “Telehealthcare – Supporting People an average of 10% of residents exercising every week to Live Safely and Independently at Home: An to 62% of residents now active. Australian Pilot Program”. A report that showcased >> A greater focus on mobility and independence the first six months of the pilot program of strategies has seen three residents from the telehealthcare technologies. Bangalow Village discharged as they no longer >> Rollout of Telecare smart home technologies in Port required high care treatment and could confidently Macquarie, Ballina, Byron Bay, the Tweed and Gold return to living in their own private home. Coast shires, Logan, Brisbane, Clarence Valley, >> An initiative to increase Vitamin D intake has seen Caboolture and the Sunshine Coast. greater use of the outdoor spaces at the Byron Bay >> Expansion of existing Community Care service and Bangalow Villages with a required 20 minutes provision in geographic areas and expansion into spent in the sun. Logan and South Brisbane regions. >> The continued implementation of pet companionship >> Submission to the Productivity Commission’s for residents at Byron Bay and Bangalow Villages. draft report “Caring for Older Australians”. >> Continuation of the Lifestyle Project with the next >> Commenced draft Residential Care Options paper phase implemented. This saw the introduction of to determine the strategic direction of Feros Care in greater staff participation in preparing residents for relation to these services. lifestyle activities as part of their daily regime. >> Orientation of Retirement Village Partnerships, >> Continuation of social activities at Bangalow and identifying gaps in community need, including Byron Villages with weekly bus trips to concerts, visits to more than 100 villages across our theatre productions, social lunches, and shopping geographical footprint. and bargain hunting trips. >> Continued development of the reminiscence program >> Continued development of social activities within with community and respite clients including the the Villages including Australia’s Biggest Morning creation of ‘lifebooks’ with a difference, such as Tea (high tea event), cultural lunches, pizza and trivia personalised recipe books, or themed around nights, concerts and St Patrick’s Day celebrations. one point in time which hold great significance for the client.

23 Human Resource Development Continuous Quality Improvement >> Continued development and presentation of >> Successful unannounced visits from the Aged Care workshops in the sevenstar© including Star 3: and Accreditation standards agency for both Feros ‘Service Excellence’. A new intake of staff was Village Bangalow and Feros Village Byron Bay. also conducted for Star 2: ‘Everyone Matters’ in >> Successful Quality Reporting for Community 2010–2011. Services Packaged Care in the Far North Coast, >> Hosted the 5th Annual Awards & Staff Dinner to NSW and Gold Coast, QLD. honour home-grown idea creation, professional >> New Community Care Common Standards launched development, successful innovations and individual for the aged care industry. This allowed Feros innovators. The theme was “Gangsters & Dolls” and Care to commence mapping of existing policies it was well attended by staff and volunteers. The and processes to bring them in line with the new success of the event has confirmed the merit of our standards and requirements. Applauding Innovations Program and the need for an >> Development of Phase 2 Disaster Recovery, annual celebration. detailing time-framed procedures in IT or >> Establishment of staff defined ‘unwritten ground communication disaster. rules’. More than 60 UGRs were established relating >> Completed external audit by the NSW Food Safety back to Feros Care’s Values. Authority for both residential services’ food services >> Development of a full time physiotherapist for (Bangalow and Byron Bay). program implementation within community and >> Awarded Runner Up in the ACAA Employer of Choice residential services. Awards 2011. >> The Bangalow and Byron Bay Villages have >> Continuing to work towards certification to introduced Team Leaders to support the Registered ISO9001:2008 Quality Management Systems. Nurses. This has allowed the RNs to focus on complex care and has provided an opportunity for up- Sustainability and Growth skilling of staff undertaking the Team Leader roles. >> Awarded DHA funding of $365,000 for Consumer >> During 2009–2010, 52 staff were enrolled in Directed Care (CDC) Packaged care (low care, traineeships and certificate courses in Aged Care, high care and high care dementia) in the Far North Community Care, Hospitality and Management. Coast, NSW. They are: >> Awarded Department of Health and Ageing funding Certificate II Hospitality...... 2 submissions through the Aged Care Approvals Certificate III Hospitality...... 1 Round (ACAR) in early 2011 ($6.56 million or Certificate III Aged Care...... 23 recurrent and $73,088 of Capital). This provided the Certificate IV Aged Care...... 2 first opportunity for Feros Care to provide services in Certificate III Home and Community. . .11 South Brisbane and Logan. Packages were allocated Certificate IV Home and Community . . .7 to Feros Care as such: Certificate IV Frontline ...... 1 Certificate IV Leisure and Health . . . . 4 ––.Mid North Coast (CACPS 22; EACHD 6; EACH 10) Certificate IV Community Services ––Far North Coast (EACHD 9; EACH 15) (Lifestyle & Leisure)...... 1 ––Logan (CACPS 20; EACHD 10; EACH 10) –– South Brisbane (CACPS 20; EACHD10; EACH 10) ––North Brisbane (EACHD 10; EACH 5) ––Caboolture (CACPS 5; EACH 5) ––Sunshine Coast (CACPS 18)

24 Feros Care Annual Report 2011 >> Successful launch of Ruby Brown’s book, George – his passion, at Feros Village Byron Bay on 20 May 2011. Community Engagement >> Increased Feros Care exposure through participation at numerous seniors Health and Lifestyle Expos and community events including: ––Community Care Expo Morayfield June 2011 –– Seniors Expo, May 2011 –– Gold Coast Seniors Health & Lifestyle Expo, Palm Beach May 2011 –– Gold Coast Seniors Health & Lifestyle Expo, Runaway Bay March 2011 ––Bribie Seniors Expo August 2010 ––Gold Coast Seniors Expo August 2010 –– Margaret May Seniors Forum & Expo, Gold Coast August 2010 >> Cocktail celebration was held on 23 June 2011 to ––Gold Coast Seniors Health & Lifestyle Expo celebrate 21 years of operation at Feros Village July 2010 Byron Bay. >> General Manager of Community Services membership on the Aged Care Queensland Regional Committee, and the Community Care Advisory Committees of Aged Care Queensland and the Aged and Community Services Association (NSW and ACT). >> Finance Manager membership on the Aged Care Benchmarking Reference Group (Department of Health and Ageing). >> Continuation of profile building campaigns including advertising in seniors publications, advertising in regional media in the areas of Fraser Coast, Gympie, Bundaberg, Byron Shire and . Campaigns extended into community exposure Feros Care presented at a number of industry through bus back advertising across the (international and national) conferences, sharing service footprint. Feros Care’s successes in relation to our assistive technologies, model of care and our applauding >> Continued promotion through proactive media innovations program, they included: campaigns and responses to media inquiries including coverage for the telehealth pilot >> NSW HACC & Community Care Conference program, female CEO profile piece, National (Sydney, May 2011) Volunteers Week, and Feros Care events. >> National HACC Conference 2011 (Brisbane, April 2011) >> Carers NSW 2011 Biennial Conference (Sydney, March 2011) >> ACQ State Conference (Gold Coast, March 2011) >> Retirement Communities World Australasia (Sydney, March 2011) >> ACAA Congress (Adelaide, November 2010) >> Global Telehealth 2010 (Fremantle, November 2010)

25 26 Feros Care Annual Report 2011 Chairman and CEO’s Report

It is with great pleasure and pride we present a joint The continued expansion of additional services to further Chairman of the Board and Chief Executive Officer (CEO) “balance” our offerings over 23 local government areas Report for 2010–2011. The past financial year has been is heartening because it affords a better continuum one of great growth and dedication from all who have been of service choices for clients, and the opportunity to involved with the innovations and projects of Feros Care. increase efficiencies and operational advantages. We will be opening the new Northern Region Office in Tewantin The previous strategic plan was extended by one year to in the next financial year and will also be seeking suitable allow for completion of some key outstanding aspects, office accommodation in Port Macquarie to better with the commencement of the new strategic plan in the service the southern region. The offices will be equipped early part of the year. with state of the art IT to facilitate video conferencing The concept for 2010–2011 was to see consolidation of and other communication advances to save the time services and projects; instead we have had another year currently spent driving from the more remote sectors. of amazing growth. This is a significant achievement Our growth and strongly regarded reputation is only when you contrast it to the national and international possible due to our highly skilled and values-driven economic scene where most analysts consider anything staff and managers who collectively plan, recruit and above three to five percent as a very strong result. We train appropriate staff, roll out services, fill placements continue to average over 24% growth over the past five through liaison with key stakeholders and oversee the years and last year achieved growth of 18%. implementation of those programs. It is the staff in the coal face who continue to build our relationships with The growth is a testament to: seniors, their families and other key aged care partners. >> the foresight of the strategic plan. The sevenstar© Leadership Development Program is >> the Senior Management Team’s ability to identify instrumental in training and developing a culture, value opportunities outside of the strategic plan and system and philosophy behind Feros Care for staff implement responses. and volunteers. It is already receiving strong internal >> the ability to gain the confidence of key stakeholders. recognition and will no doubt receive excellent external recognition when promoted publicly. >> the Senior Management Team’s ability to make incredibly successful funding submissions. We have largely completed a very extensive risk analysis program within the organisation and implemented a new >> the implementation of existing approvals and roll out approach to risk and response mechanisms, which is of services within fiscally tight frameworks. designed to assist staff in analysing and responding to >> maintaining a very successful operation while those risks. also achieving dramatic and geographically diverse growth. The Board >> why we continue to win national recognition. We have maintained a strong governance focus with two >> the frequency we are asked to present at key industry new Board Members elected at the last AGM. They have conferences and related presentations to various undergone an extensive induction program that has governments and the Productivity Commission. ensured they have a thorough insight into the industry, Feros Care was instrumental in working with key the organisation and the governance of it. industry players in presenting to Federal Parliament and We will soon see Nick Towers retire from the Board after department leaders on the emerging importance of nine years of service. telehealth, telecare and advancing IT within the sector. The organisation was also sought for consultation by the peak body regarding the Productivity Commission’s report, Caring for Older Australians. Our expertise in implementing state of the art service models and assistive technology models was specifically sought. This is solid recognition of the efforts Feros Care has invested into utilising telehealthcare in the aged care industry as well as IT applications in general operation areas like the Gateway. Following a comprehensive submission to the Productivity Commission, Feros Care eagerly awaits to see what will be included in the final report, and subsequently, what initiative and action will be implemented and funded by the Federal Government.

27 We would like to acknowledge Nick’s dedication and continues to develop, enhance and implement great generosity towards Feros Care. His involvement has ideas, tools, systems, training and support for staff, been invaluable, stretching back to his knowledge of the management and clients and in doing so reinforces its early Feros Care years, his ongoing connection with the internal strength of the brand, the team and the services. Feros family, including writing the foreword in George – his passion, regularly holding Task Force Meetings at Financial Report his home, and playing a key role in organising Christmas We jointly submit the 2010–2011 Financial Report and parties and other staff functions. Annual Report. The report reflects the excellent manner The Board realises the need to constantly monitor its in which the company continues to be managed membership and will be recommending a mentoring and governed. program to encourage and facilitate the integration of Feros Care is a “people” organisation and our successes other potential members. There have been six Board are the result of our dedicated team members – staff, Meetings this year which have been well attended and volunteers, care partners, and external contractors covered a broad range of matters. and suppliers. There are four Standing Committees: Audit Risk Our industry is confronted with a rapidly growing and Compliance; Governance; Nominations (and senior’s population, increased demand on our services, Membership); and CEO Review and Remuneration. All and anticipated reduced government support. However, committees have performed a broad range of duties as Feros Care is ready to greet these challenges by defined by their respective terms of reference and have identifying opportunities for innovation and growth. brought forward excellent recommendations that the Board has adopted. Feros Care continues to commit to sustainability through energy efficiencies, awareness raising and reduction The Board benefits from fantastic support from the of waste. This has a significant effect on both our Senior Management Team and staff who produce environment and also on our financial position. timely and detailed information as required. They are instrumental in providing thorough preparation for Thank you to everyone who is part of the Feros Care meetings and engender a great collaborative approach Community for making 2010–2011 highly successful. to the resolution of the Board’s work. We look forward to another great year!

We have continued to conduct Members functions which are a key mechanism to facilitate the Members understanding of contemporary issues within the industry but more particularly offer insight into Feros Care’s approach to those issues. It gives a great Stuart Garrett Jennene Buckley opportunity to Members to ask questions about Chairman Chief Executive Officer strategic and operational issues to clarify any concerns and to provide a forum for Members input on industry related issues. We have also seen the first year of the benefits arising from the CEO’s attendance at the London Senior Executive Programme. Such opportunities are enormously beneficial to enable the CEO to meet, train with and work with other senior executives from a broad range of organisations across the world. Whilst the benefits are largely intangible there is no doubt that it has certainly heightened her sense of purpose, her clarity of direction and strategic focus as is evident from the growing recognition she enjoys within the organisation and the industry generally. The demand for her attendance and presentations at industry and related conferences and the feedback from those presentations demonstrate the high regard with which she is held and the recognition of her insight within the industry and related consultancies. Feros

28 Feros Care Annual Report 2011 Feros Care Supporters

Community support plays an important role in In 2010–2011, Feros Care was a grateful recipient empowering Feros Care to successfully deliver quality of generosity and assistance from longstanding aged and community care services that are responsive, supporters. We would like to thank and pay tribute accessible and aligned to the needs of the community. to the following individuals and organisations for their generosity and caring spirit.

29 Annual Report 2010-2011

www.feroscare.com.au www.lifelinkresponse.com.au www.facebook.com/feroscare

Community Contact & Referral Centre Feros Village Bangalow Shop 212, Level 2, Showcase on the Beach Cnr Ballina & Byron Roads, 72-80 Marine Parade, Coolangatta QLD 4225 Bangalow NSW 2479 Locked Bag 1, Coolangatta QLD 4225 PO Box 329, Bangalow NSW 2479 Ph 1300 763 583 Ph 02 6687 2379 Fax 1300 850 770 Fax 02 6687 2286 E [email protected] E [email protected]

Feros Care Business Centre Community Services Central Region Office Shop 212, Level 2, Showcase on the Beach 15 Elizabeth Street, Pottsville, NSW 2489 72-80 Marine Parade, Coolangatta QLD 4225 Ph 1300 763 583 Locked Bag 1, Coolangatta QLD 4225 Fax 02 6670 0020 Ph 07 5669 0555 E [email protected] Fax 07 5536 7520 E [email protected] Community Services Northern Region Office 22 Doonella St, Tewantin QLD 4565 Feros Village Byron Bay Ph 1300 763 583 Cnr Marvel & Cowper Streets, Fax 1300 850 770 Byron Bay NSW 2481 E [email protected] PO Box 585, Byron Bay NSW 2481 Ph 02 6685 7676 Fax 02 6685 5176 E [email protected]