BluePrint (September 2023)

SEPTEMBER 2023

Dear BlueCross community,

Our dedicated BlueCross team have been working hard to ensure our residents and clients not only receive the best care but also enjoy their life to the fullest - a life of choice, dignity and respect. Whilst we strive to achieve this 100% of the time, we know we do not always meet our high standards and that is why we have a mindset of continuous improvement. We must do better and be better to deliver the care older Australians deserve.

Commencing 1 October 2023, the Australian Government has mandated an average target of 200 care minutes per resident per day, including 40 minutes of a Registered Nurse. The specific target is based on the AN-ACC classification or funding class of our residents at each BlueCross Residence. Our residential, workforce and recruitment teams have been working to a detailed plan to ensure all Residences meet the target. The plan includes several key strategies including attraction and retention, career development and how we reward and recognise our people.

Another important initiative to deliver better care for residents and clients is to ensure we have a workforce that is directly employed by BlueCross. This means we keep the use of agency or contractor staff to a minimum. At the time of writing this update, I can confirm that we use Agency or Contractors for less than 2% of rostered hours. Having consistent employed staff is critical in delivering high quality care. Our data demonstrates there are less incidents and better outcomes.

I'm also pleased to share that all residences due to be re-accredited in 2023, have now been completed, and all received re-accreditation for a further three years. Our goal is to provide the highest quality of care to our residents, and these results are testament to that.

Now, let's explore exciting updates from our BlueCross community. I'm delighted to share our exciting new model of care which we are trialling at BlueCross Ivanhoe and BlueCross Livingstone Gardens, called ‘Partners in Living’. It aims to create strong connections with our residents and their families, understanding them better, and making their living environments more supportive. We will also prioritise having our staff consistently work with the same residents in the same area, which will build stronger and more companionable relationships. At BlueCross, we're committed to making care feel more like home, and this initiative is a big step in that direction. Read more about this project on page 8.

Early in July marked an important day for the BlueCross Box Hill community as they transitioned from external catering to in-house catering. It was a mammoth task, that took place over five weeks, with collaborative efforts from multiple BlueCross teams. Did you know that at BlueCross Box Hill, our catering teams deliver approximately 600 meals per day plus morning and afternoon tea? Turn to page 4 to read more.

It warms my heart when I hear about our community giving back to our residents. This edition shares two special stories: the Australian National Academy of Music (ANAM) hosting a music event for our BlueCross Cresthaven residents (page 15), and the tale of a volunteer at BlueCross Baradine, who found solace in supporting others during his own grief (page 14).

Thank you for taking the time to read this edition of Blueprint.

Until next time, stay safe, stay well, and enjoy the warmer days ahead.

THANKS FOR CARING

AGED CARE EMPLOYEE DAY 2023

On Aged Care Employee Day (7 August 2023), we expressed our heartfelt gratitude to the incredible BlueCross team, who wholeheartedly dedicate themselves to the care of our residents, clients, and loved ones. They are the driving force behind our organisation and industry, providing unwavering support to ageing Australians every single day and making a profound difference in their lives. To our entire BlueCross team, we say, Thanks for Caring.

BLUECROSS BOX HILL MOVES TO IN-HOUSE CATERING

EXPLORING HOME CARE SERVICES: YOUR FAQS ANSWERED

If you're considering home care services from BlueCross, you probably have a few questions. We've compiled some common enquiries to give you a clearer understanding of what to expect:

1. How does a Home Care Package work?

Home Care Packages offer various services from a single provider to support older individuals with complex care needs to remain at home. This includes coordinated services, equipment, and aids. A dedicated Care Advisor oversees each client's package, ensuring that the care plan aligns with their specific requirements and goals. As circumstances change, the plan is adjusted accordingly. Services are mostly delivered in the client’s home or provided to support a client by accessing care for their needs in the community.

2. What fees are involved?

• Allied Health Services (Physiotherapy, Occupational Therapy, Exercise Physiologist, Diabetes Educator, Podiatry, Speech Pathology, music therapy etc.)

• Care Services (transport, escorted shopping, assistance with showering/dressing, help with meal preparation, respite at home, sleepover shifts, home cleaning & help with laundry etc.)

• Aids and Equipment (commodes, continence aids, four-wheeled walkers, walking sticks, grab rails in bathrooms etc.)

• Delivered Meals

• Day Respite Groups

• Nursing (wound care, catheter changes etc.)

4. Can I get regular staff to attend services for me or my family’s care?

In early July, a collaborative effort from dedicated teams led a significant transition at BlueCross Box Hill. A landmark shift from external caterers to an in-house catering team emphasised the organisation’s commitment to delivering exceptional food service and an exemplary dining experience for residents. This milestone aligns perfectly with BlueCross’ food philosophy of home-cooked meals, bursting with flavour and crafted with passion.

The Central Hospitality team, the on-site management team, and the recruitment team united to ensure a seamless transition. They successfully recruited and trained over 50 front-of-house and back-of-house staff within a tight timeframe.

Following collaboration with food suppliers and catering teams, BlueCross Box Hill introduced fresh culinary concepts that enhanced residents' dining experience in the first couple of weeks.

The journey began with a Welcome High Tea, where residents were treated to delightful homemade treats. The commitment to enhancing the resident experience continued with the introduction of a juicing station, promoting a week of healthy living through nutritious, freshly squeezed juices. An interactive cooking showcase featured mouthwatering dishes such as fish and chips, dessert mousse cups, charcuterie boards, and one of the GM of Hospitality's favourites, Halloumi sticks. In the last week of July, the joy of Christmas carols filled the air as residents savoured fruit mince tarts.

Emma Yee, BlueCross General Manager of Hospitality, said,

"I am immensely proud of the tireless efforts and dedication of everyone involved in this transition. Embedding the BlueCross food philosophy into one of our flagship homes has been a highlight for me during my time at BlueCross. Above all, it underscores our unwavering commitment to our residents and their dining experience, which remains paramount to our hospitality team and the goals we are setting out to achieve over the next year."

The fees associated with BlueCross Home Care vary depending on the program. For Home Care Packages (HCP), a Care Management fee and Package Management fee are covered by the government subsidy. There are no exit or basic daily fees. An Income Tested fee may be required by Services Australia, ranging from $0 to $33.59 per day, depending on the individual's circumstances. For the Commonwealth Home Support Program (CHSP), a nominal fee of $7.50 applies to full aged pensioners, and $10 for partpensioners or self-funded retirees. Short-Term Restorative Care (STRC) involves a $10 per day fee for the program's duration, which can be flexible in cases of financial hardship. Private Services however, incur costs as per the fee schedule. Veterans Home Care and Community Nursing Programs are fully funded for those who hold a Gold/White card.

3. What services are available under a Home Care Package?

BlueCross Home Care Packages offer a range of services tailored to individual needs. While there are guidelines for inclusions and exclusions, the specific services are determined through collaboration with a Care Advisor. These services must fit within the allocated budget of the package. Some typical offerings include:

BlueCross strives to provide staff for services that clients can become familiar with and develop therapeutic relationships with. While staffing arrangements depend on the region, every effort is made to have regular staff for better familiarity and consistency. This approach is particularly valuable for clients living with Dementia, as familiar faces can detect changes or deteriorations in their condition. While regular schedules might take time to establish, BlueCross' Care Coordination team strives to ensure clients feel safe and comfortable with their dedicated and professional caregivers.

5. How long does it take to set up my Home Care Package?

To receive a Home Care Package, you or your family can register with My Aged Care. Following an assessment of your needs and preferences, a Home Care Package is typically approved within 1-12 months. Once funding is secured, you'll have 56 days to select a provider. BlueCross' Care Advisors are available for home visits to guide you through the process, and they can accept the referral on the day of the visit. From there, your personalised care plan and services will be arranged.

For the most up-to-date cost and pricing info, contact our BlueCross Home Care team on 1300 133 414 or homecare@bluecross.com.au.

(Note: Cost and pricing details are correct at the time of publication.)

DECODING DEMENTIA & ITS IMPACT ON BRAIN FUNCTION

BlueCross' Leisure & Lifestyle (L&L) team started a special project back in May this year. Their mission was to learn more about how dementia affects different parts of the brain. So, each month they took a closer look at the four key areas of the brain – the Frontal Lobe, Occipital Lobe, Parietal Lobe, and Temporal Lobe. The team focused on understanding how dementia affects each lobe as well as identifying activities that can target and stimulate the brain, gaining a deeper understanding of dementia’s impacts on our residents.

As Dementia Action Week (18-24 September) approached, the project came full circle with the L&L team ready to implement what they discovered, including the activities they found to help residents living with dementia. Here is an overview of their insights.

FRONTAL LOBE: EXECUTIVE FUNCTION AND MAKING CHOICES.

The L&L team discovered the Frontal Lobe’s primary role is executive functions, decision making, self-awareness and awareness of others.

OCCIPITAL LOBES: VISUAL PROCESSING

By learning more about the Occipital Lobes, the team realised how important visual processing is and what information a person living with dementia may or may not see.

PARIETAL LOBES: SENSORY PERCEPTION AND SPECIAL AWARENESS.

As the team learned more about the Parietal Lobes, they were able to identify how different activities can have a different outcome for different residents living with dementia. Some people have a high sensory need while others prefer low sensory engagement.

TEMPORAL LOBES: AUDITORY PROCESSING, COMPREHENSION, AND VOCABULARY

The team explored how to have engaging conversations in sentences of four words or less and how the rhythm and tone of our speech can impact how a person living with dementia can comprehend what is being said.

Have a conversation using these 4 steps

After spending the past four months delving into the intricate interplay between different brain lobes and their connection to dementia, the L&L team gained valuable insights into the way in which dementia impacts various cognitive functions. They found that engaging in activities that target the four different lobes, whether its by solving puzzles, learning a new language, or practicing a musical instrument, it offers a multifaceted approach to fostering brain health and enhancing overall well-being.

The L&L team now has a deeper understanding and insight into the complex world of cognitive function and dementia which they can bring to their work every day as they connect and interact with residents living with dementia.

1 3 Ask

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How are you travelling?

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Ask R U OK?

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I’m here to listen if you want to talk more.

You don’t seem yourself lately – want to talk about it? 2

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I’m here to listen if you want to talk more. Have you been feeling this way for a while?

I’m here to listen if you want to talk more.

R U OK? Listen Encourage action

What do you think is a first step that would help you through this?

What do you think is a first step that would help you through this?

What do you think is a first step that would help you through this?

Listen Encourage

What do you think is a first step that would help you through this?

Ask R U OK? Listen Encourage action

Just wanted to check in and see how you’re doing?

Just wanted to check in and see how you’re doing?

Just wanted to check in and see how you’re doing?

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Learn more at ruok.org.au

Check in

Learn more at ruok.org.au

Learn more at ruok.org.au

Listen Encourage action

Have you spoken to your doctor about this?

Have you spoken to your doctor about this?

Have you spoken to your doctor about this?

Have you spoken to your doctor about this?

You don’t seem yourself lately – want to talk about it? 2 4

Have things improved for you since we last spoke?

Have things improved for you since we last spoke?

You don’t seem yourself lately – want to talk about it? 2 4

You don’t seem yourself lately – want to talk about it? 2 4

Have things improved for you since we last spoke?

Have you been feeling this way for a while? Have things improved for you since we last spoke?

BRIDGING GENERATIONS

An intergenerational connection blossomed at BlueCross The Gables and BlueCross Box Hill earlier this year. Year 9 students from Presbyterian Ladies College (PLC) participated in the PLC Outlook Program, resulting in many memorable and meaningful interactions with residents.

Two groups of 12 students, accompanied by teachers, visited both residences for "speed dating" style conversations, spending 5-10 minutes with each resident, before moving on.

Initially nervous, the students soon became excited and curious as they listened to stories shared by the residents. Feedback from the residents was positive, expressing delight in spending time with the students and looking forward to future visits. The intergenerational visit brought many

benefits. Catherine Gerhardt, BlueCross Lifestyle & Volunteer Manager, said it allowed both generations to connect, with residents sharing their life experiences and learning from the younger generation.

PLC teacher Bronwen Kellett shared similar sentiments, "COVID lockdowns greatly impacted young people's community interactions, especially with different age groups. We’re delighted to partner with BlueCross and connect our Year 9 students with the residents. Students return from their visits buzzing with stories. They enjoy sharing their musical talents and speaking in a range of languages with the residents. We look forward to developing this partnership.” These visits certainly foster empathy, bridge generational gaps, and create cherished connections.

MEET BRIDGET HOWES

CONSUMER EXPERIENCE & ENGAGEMENT ADVISOR

Bridget's inspiring career with BlueCross spans over a decade, the longest she's been with any organisation since starting her nursing career at age 17. Starting as a Regional Manager (Northwest), she spearheaded the development of the dementia model, STARLife. Her passion for dementia care led her to a Masters degree, evidence-based projects, as well as various roles like General Manager of Operations (Southeast) and Models of Care. Bridget also collaborated with internationally renowned dementia specialist Teepa Snow on refining the BlueCross Dementia Model, which is now implemented across all residences.

After a career break, Bridget returned to BlueCross as the Consumer Experience and Engagement Advisor. “What makes me excited about this role is the opportunity to listen to the voices of our residents, clients and their families to truly support choices and preferences,”she said. “I believe that older people deserve to be heard and to partner with us rather than to simply receive care from us.”

One of the greatest highlights for Bridget was using music to comfort a grieving resident who had just lost his wife.

“Hearing their favourite melodies brought comfort to him and sharing such moments is both humbling and enriching,” said Bridget. Bridget's unwavering commitment to enhancing the lives of older Australians shines through in her BlueCross journey. Her new role focuses on bridging the gap between professional aged care and the residents' real experiences, making a meaningful impact on their lives.

REDEFINING CARE AT BLUECROSS

We are excited to share a special project we are trialling which we refer to as Partners in Living. With a focus on continuous improvement, we're reshaping our care delivery approach to bring the residential experience closer to home.

By learning from global and national research and working closely with residents, care partners, and staff, we're changing the way we provide care. We're becoming Partners in Living, focusing on real connections, empowerment, understanding our residents, and creating supportive environments. A key change is having our staff consistently work with the same residents in the same area, which builds stronger relationships.

Partners in Living empowers our staff to understand our residents and their preferences more, making their experience more like home. We are committed to supporting staff in navigating aging-related challenges, so they can in turn support our residents. Our revised rosters also mean more quality time with residents, promoting meaningful interactions.

We've started testing this approach at BlueCross Livingstone Gardens and BlueCross Ivanhoe, and the early feedback is positive. An evaluation later this year will guide us as we introduce this model across all our residences in the next two years. This initiative reflects our dedication to improving residents' lives, today and every day.

WHAT IS BCRAC & CEF?

The BlueCross Client and Resident Advisory Committee (BCRAC) is a platform for consumers to share feedback and collaborate on decisions affecting the BlueCross community.

BCRAC ensures consumer voices are heard, while fostering partnerships and involvement between BlueCross and its community members. Matters raised through BCRAC are shared with our Executive Team and Board Members for consideration.

An Advisory Register has also been set up and caters to those who are eager to contribute to projects aligned with their interests.

Our Consumer Engagement Framework (CEF) outlines guiding strategies for strengthening consumer engagement, while assisting BlueCross staff in the planning and execution of initiatives.

To learn more or join BCRAC or the Advisory Register, email Bridget Howes at feedback@bluecross.com.au

SALMON AND PRAWN BLINIS

INGREDIENTS

• ½ cup plain flour

• ½ cup self-raising flour

• ¼ teaspoon salt

• 1 egg

• 2/3 cup milk

• Spray oil

• ½ tub (125g) cream cheese

• 2 tablespoons fresh dill, chopped

• 150 grams sliced smoked salmon

• 12 green prawns, peeled and cut in half lengthways

• Whole egg mayonnaise

• Fresh dill sprigs

METHOD

1. Place the flours and salt into a bowl and mix to combine.

2. Beat the egg and the milk in a jug.

3. Make a well in the centre of the flour and pour in the milk mix. Stir the mixture until a smooth consistency is formed.

4. Heat a nonstick pan over a medium heat, spray with a little oil.

5. Place teaspoonfuls of the mixture into the pan, doing 4 at a time.

6. Cook until you see the top starting to set and then turn over and cook for a minute. Transfer to a plate to cool and repeat the process until the mixture has finished.

7. Beat the cream cheese and dill in a small bowl until smooth.

8. Bring a small pot of water to the boil, add the prawn halves, and cook for 2 minutes.

9. Drain and refresh under cold running water. When cold, pat dry with paper towel.

10. To assemble: spread some of the dill cream cheese onto the top of the blini, place some sliced smoked salmon on top. Lay a prawn half over the salmon and top with a small dollop of mayo and a sprig of fresh dill.

CHOCOLATE BROWNIES

INGREDIENTS

• 150 grams butter, chopped in cubes.

• 1 cup (100g) Dark Chocolate buds

• 1½ cups caster sugar

• 3 eggs

• 1 teaspoon Vanilla Paste

• 1/3 cup cocoa powder

• 1 cup plain flour

• Whipped cream

• Glace Cherries to garnish

MEET BLUECROSS MONTEREY’S CHEF MANAGER, JUDY SONG

"In 2018, I started working at BlueCross. My husband, also a chef, spoke highly of his experience there and encouraged me to join. When a position opened up at BlueCross Monterey, I eagerly stepped in as the Chef Manager… and the rest is history.

Initially, I was amazed by how many events BlueCross organises for special occasions. The best part was all the different departments working together to come up with ideas and make each event happen. Everyone really cares about making sure the residents have a good time.

The support from our management is also fantastic, which makes us feel good about what we do. The thing I love most about BlueCross is its culture. My team members are full of great ideas to make things better. They're always ready to help each other out and they genuinely care about the residents. It's also amazing to see how my team members grow into different roles within the business. I appreciate the hard work they put in to make our team awesome.

A typical day at work is to make sure the residents’ meal standards are maintained, served timely, and individual requirements are well met. Creating birthday cakes for residents and organising food for special events are also part of the routine.

METHOD

1. Pre-heat the oven to 160°C, fan forced.

2. Grease a 24x24cm tin and line with baking paper.

3. Place the butter and chocolate buds into a medium saucepan and melt over a low heat until the mix becomes smooth. Cool slightly.

4. Crack the eggs into a medium sized bowl, add the sugar and vanilla paste and beat well with a hand whisk. Whisk in the melted chocolate mix.

5. Sift the flour and cocoa into a bowl and then add to the wet mixture. Stir well to combine.

6. Pour the mixture into the prepared pan and bake for 20 minutes. Cool in the pan.

7. When cold, cut into squares, pipe some whipped cream on the top and garnish with half a glace cherry.

However, what truly warms my heart is observing the interactions between residents and the BlueCross team. I've been training our staff on how to make cakes and letting them design special cakes for the residents. It's so nice to see the smiles on everyone's faces – the staff and the residents. This is what makes me want to come to work every day.

There are two events that I'll always remember at BlueCross Monterey – my first Christmas party in 2018 and resident Vera's 100th birthday. For the Christmas party, I worked really hard to make it special for everyone. The atmosphere was amazing, and it felt great. Vera's birthday was a big deal too. We made a threestorey cake designed with her favourite colours and flowers.

My time at BlueCross has been filled with such good moments. I feel proud to be part of this community and excited to keep making a difference."

BlueCross The Gables received a heartwarming visit from three adorable six-month-old French Bulldogs –meet Channel, Lilly, and Oscar! Our residents' hearts melted as they spent the day showering these furry bundles of joy with lots of cuddles and non-stop pats.

BRACE YOURSELVES FOR CUTENESS OVERLOAD! ART OF FLOWER ARRANGING

BlueCross residents have been enthusiastically participating in the art of flower arranging, courtesy of the generous contributions from Victorian Racing Club.

WINTER WALKS

BlueCross Hansworth residents enjoyed a trip to Tooradin for a lovely Winter afternoon outing. The first destination was the Foreshore, where they enjoyed a pleasant garden stroll and watched the fishermen trying their luck. A special stop was made at the WW1 Memorial to pay their respects.

BLUECROSS BARADINE’S VOLUNTEER ROD - UNSUNG HERO

Meet Rod Dobell, a volunteer at BlueCross Baradine, who has spent the last 18 months organising events like BBQs, coffee gatherings, exercise sessions, quizzes, and bingo games.

Rod's journey of kindness began when his wife became a resident at BlueCross Baradine. Even after her passing, Rod's compassion continues. He visits the residence several times a week, hosting different events that bring joy to both residents and staff.

"Just to sit down with someone and listen to their story, have a cuppa and a chat, or join in on activities and see them light up never ceases to amaze me. This is why I volunteer,” said Rod.

Rod's selflessness knows no limits and even during challenging times, like a recent outbreak, he becomes an unwavering source of support.

MONTEREY COURTYARD UPGRADES

Rod's commitment to volunteering runs deep. He was actively involved in the Boy Scouts and served as a foster parent alongside his late wife. Though he doesn't seek recognition, Rod stands tall as an unsung hero of BlueCross Baradine, inspiring us all with his dedication and genuine desire to make a difference.

MEET DR. SUBHASH BLUECROSS CLINICAL GOVERNANCE COORDINATOR

Since February, Dr. Subhash Chandran Kuppadakkath, known as Subhash, has served as the Clinical Governance Coordinator for BlueCross in the Northwest region. With a background in quality and safety, Subhash recently earned a PhD from Swinburne University of Technology, focusing on "Nurses' Experience and Recommendations to Reduce Medication Errors in Residential Aged Care Facilities (RACFs)." Subhash's contributions extend beyond academia, with his work published in reputable journals. His article, Nurses’ Perspectives of Medication Errors and Prevention

Strategies Through a National Survey, recently appeared in the prestigious International Journal of Older People Nursing. Additionally, he published Nurses' Experience of Medication Errors: An Exploratory Descriptive Study in Collegian, the official journal of the Australian College of Nursing.

Recognising the prevalence of medication errors in RACFs and the complex factors involved, Subhash stresses the crucial role of nurses as frontline caregivers. He advocates for implementing effective strategies like medication round alerts, "do not disturb" bibs, proper labeling and storage of LASA medications, and bar code systems. These measures aim to reduce errors and enhance the quality of care for vulnerable older residents in RACFs.

What an extraordinary accomplishment, Subhash! Congratulations, and we are delighted to have you share your valuable insights with our BlueCross community.

Who doesn't love a makeover? A burst of colour or a small adjustment can work wonders in transforming a space. Sharron Czigledy-Palmer, Design & Styling Manager at BlueCross, spoke about the recent courtyard renovations at BlueCross Monterey.

“The Major Projects Team revitalised two courtyards to provide better outdoor spaces for residents and their families. One courtyard connects to the first-floor lounge and dining area, while the other extends from the new café on the ground floor. These upgrades have completely transformed the spaces, providing residents with greener and more inviting outdoor views, while also making the adjoining rooms feel more spacious."

BlueCross Monterey residents also shared their thoughts on the renovated courtyards. Dody LaRoche expressed, “It’s a great idea, having

the open space to enjoy a meal or coffee with a friend or family member when the weather is nice. Also, an excellent idea for residents to do their daily activity watering the lovely garden, or enjoying an in-house BBQ, listening to music, or playing a board game with fellow residents.” Danielle Hermence added, “The courtyard improvement brings happiness and make me feel right at home.”

CLASSICAL MELODIES AT BLUECROSS CRESTHAVEN

Classical enthusiasts John and Rosemary Macleod have been generous supporters of the Australian National Academy of Music (ANAM) for over a decade. Rosemary (86), a skilled pianist, and John (92), a music connoisseur, have played a vital role in supporting gifted musicians from Australia and New Zealand, ensuring a strong future for classical music.

In gratitude to the Macleod’s, ANAM staged a musical event at their residence, BlueCross Cresthaven, featuring their finest musicians. Amidst the sunlit elegance of the Club Lounge on Level 1, pianist Reuben Johnson delighted residents with his recital, while the melodies from trio Matthew Garvie (piano), Harry Egerton (violin), and Shuhei Lawson (cello) transported residents and staff on a harmonious journey.

Some of the musical compositions played included MOZART Sonata no. 4, BRAHMS Piano Trio, GERSHWIN Summer Time, and KOSMA Autumn Leaves to name a few. This musical ensemble was a fitting tribute to John and Rosemary's support of music and their contributions to ANAM's vision of nurturing tomorrow's artistic leaders.