PREPARING FOR CHANGE Steering for success in our aged care revolution - Leading Age Services Australia
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The voice of aged care
Summer 2020 | www.lasa.asn.au
PREPARING FOR CHANGE
Steering for success in our aged care revolution
MEET OUR
AWARD
WINNERS
n How to realise a new aged care system FOR 2020!
IN THIS n
n
Trained aged care support workforce now available
eeting changing regulations and expectations
M
ISSUE n ntapped potential of technology in aged care
U
n The important role of allied health
CONTENTS
The voice of aged care
Summer 2020 | www.lasa.asn.au OPINION INSIGHTS FROM INDUSTRY
5 Chairman’s column 53 The key role of technology in our
better ageing future
8 CEO’s column
55 Home care software improves
10 Commissioner’s column communication and helps deliver
12
Principal - Grant Thornton better care
Consulting 56 ueensland residential services
Q
legislation
NATIONAL UPDATE 59 ational Disability Insurance
N
Scheme Rules and the Aged Care
15 Acknowledging excellence Quality Standards
17
There is too much at stake 60 shift in accommodation
A
EDITOR preferences
21 Royal Commission update
Linda Baraciolli
Leading Age Services Australia 22
We are stronger together
63 Rethinking I.T.
T: (02) 6230 1676
24
Communications and visitation in
65 Contact tracing
E: editor@lasa.asn.au
aged care taking off 66 Tech players Hayylo and Civica
COMMUNICATIONS & MARKETING 27
Preventing underpayments in aged
join forces
MANAGER care 67 PPE is important, but how should
Simon Page you dispense it?
28
Retirement village accreditation
Leading Age Services Australia under ARVAS and Code of 68 How COVID-19 will change aged
T: (08) 9474 9200 Conduct compliance care uniforms
E: SimonP@lasa.asn.au
31
Forget resilience, you need to be
ADDRESS antifragile
MEMBER STORIES
First Floor 32 Celebrating innovation in age
Andrew Arcade services 69
Cohousing: an alternate retirement
option for women
42 Giles Street
34
Dynamic, innovative and life-
Kingston ACT 2604
changing 71
Award-winning Princes Court
Homes
73
Carinity delivers on care
ADBOURNE PUBLISHING STEERING FOR SUCCESS
PO Box 735, Belgrave, VIC 3160 74
History and high-tech makes
Adbourne
PUBLISHING
IN OUR AGED CARE Rosewood aged care a place of
Advertising Melbourne: REVOLUTION choice
Neil Muir (03) 9758 1433
39
everyAGE counts 75
A contemporary take on aged care
Adelaide: norms
41 Better care for forgotten
Robert Spowart 0488 390 039
Australians and care leavers
Production Emily Wallis (03) 9758 1436
43
Aged care providers must ensure FRESH IDEAS
Administration Tarnia Hiosan (03) 9758 1436 workforce is dementia-ready
76 Fresh Ideas
44
Recipe for success
47 llied health and the age services
A
Cover shot: Nancy Brown, a resident at LASA Member industry
Evergreen Lifecare - Yallambee Lodge in Gosford, and
Physiotherapist Stuart Adams from Guide Healthcare, 50
Australia’s first purpose-built
completing a lap of the ‘Tokyo Marathon Circuit’ as part intergenerational learning centre
of a cross-site event.
opens in regional NSW
52 apabilities in aged and
C
DISCLAIMER community care readiness
Fusion is the regular publication of Leading Age
Services Australia (LASA). Unsolicited contributions are
welcome but LASA reserves the right to edit, abridge,
alter or reject material. Opinions expressed in Fusion
are not necessarily those of LASA and no responsibility
is accepted by the Association for statements of fact
or opinions expressed in signed contributions. Fusion
may be copied in whole for distributed amongst an
organisation’s staff. No part of Fusion may be reproduced
in any other form without written permission from the
article’s author.
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OPINION
SUPPORT DURING A
TIME OF GREAT CHANGE
STEPPING UP FOR OUR MEMBERS
Dr Graeme Blackman
AO FTSE FAICD
Chairman, Leading Age Services Australia
L
eading Age Services Australia (LASA) has worked access to LASA’s knowledge and expertise via our national
tirelessly to serve the needs of our valued Members, helpline.
particularly with the global pandemic, the scrutiny of
The LASA Aged Care Safety & Quality Management System
our industry through the Aged Care Royal Commission,
offers a better way to collect, store and report critical
the Parliament and the media, plus regulatory changes and the
operational performance guidance and information, including
ongoing debate around key issues of funding sustainability,
a bank of policies and processes which can be tailored.
quality, workforce development and compliance.
The system is now used by over 200 subscribers and
We have continued to provide strong advocacy, assistance
has been developed to include clinical audit functionality,
and services, along with active engagement in the crucial
providing a ‘one-stop-shop’ for frontline staff and
issues of aged care policy.
management to access this vital information.
Through LASA, the industry has had a strong voice including
We have also rolled out a strong and dynamic calendar of
greatly increased media coverage, and our Membership has
webinars, workshops, conferences and training.
continued to grow. LASA is now the largest organisation
representing age services providers in Australia. During the pandemic, we have reimagined these events
to work online, making them more accessible to all, with
LASA is proactive in meeting the needs of its Members
LASA’s recent Ten Days of Congress an outstanding success
and the sector, especially through the COVID-19 support
that set a new standard for digital conferences in the age
provided since early March.
services industry.
We have also played a key role in helping bring together the
I would also like to congratulate the newly elected LASA
peak bodies for critical collaborative advocacy.
Directors including Nick Loudon in Queensland and Dr David
I applaud LASA CEO Sean Rooney’s leadership, in what has Panter in South Australia/Northern Territory.
been a very difficult year, with strong advocacy on many
Looking ahead, the next 12 months will present challenges
complex policy and regulatory issues while delivering an
and great opportunities for the industry through the Royal
expanded range of high-quality services.
Commission, which will deliver its final report in February,
The Royal Commission has now finished its hearings and and the subsequent Budget.
on behalf of our Members LASA has produced scores of
It will be a critical time and I am heartened by the Treasurer’s
submissions, Royal Commission Hearing Updates and
words, “The Government will provide a comprehensive
summaries, plus various webinars and one-to-one Member
response to the final recommendations, following the
support.
receipt of the Royal Commission report, and this will involve
LASA has also assisted Members with the day-to-day significant additional investment… we know that there is
running of their operations in difficult times, with our industry more to be done.”
experts helping them solve practical business problems
The Prime Minister also said recently, “In next year’s Budget
and workforce issues and navigate and escalate regulatory
we will have a comprehensive response to the Royal
issues to the right people, to get action and resolution.
Commission recommendations… I thank them for the work
To further support Members, we have continued to provide a they are doing.”
rapid response service to address issues arising and provide
Continued on page 6
5
OPINION
Continued from page 5
It’s a once-in-a-generation opportunity for us to effect real
change in the sector with Counsel Assisting proposing
recommendations to realise more funding, more places in
care and more hours of care, delivered by more staff with
more education and better pay.
If the Counsels Assisting’s recommendations are taken
into account, it could also mean more access to the health
system, more institutions in Government to determine aged
care policy and administer the system, more regulation and
reporting requirements, more formal governance and more
powers for the regulator.
One thing is certain and that is that change will happen.
I am confident our committed, passionate and highly skilled
staff, with the ongoing support of our Board, Members,
Affiliates and other industry partners, will continue to ably
Find out how
serve and represent our Members. we’ve been supporting
I look forward to working with you, and for you, as together LASA Members.
we continue to ensure accessible, affordable and good
quality aged care services are available to all who need our Download our Annual
care, through a viable and sustainable aged care industry. ■
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7
OPINION
TRANSFORMING
AGED CARE
IT’S OUR TIME TO START
THINKING AND DOING DIFFERENTLY Sean Rooney
Chief Executive Officer
Leading Age Services Australia
A
s we look forward to the Aged Care Royal Our sector and our society cannot sit back and let others
Commission’s final report we are standing on the dictate what ‘quality’ is, or have rules and processes
edge of the biggest transformation of the Australian implemented that don’t work for older Australians or those who
aged care system ever, while dealing with the care for them.
coronavirus pandemic.
This is our time to start thinking and doing differently.
What we do as a sector in the coming months will have far-
We have to emphasise that we are about care, and highlight
reaching impacts for older Australians, and the people and
the importance of our sector to communities and the nation—
organisations that care for and support them, today and into
that we are about meeting basic human needs, underpinned by
the future.
meaningful relationships and delivering with compassion.
Before the pandemic, aged care was already facing increasing
Our focus must be on providing the best possible care for older
challenges with threats to the viability and sustainability of the
people:
care that older Australians want, need and deserve.
• Not talking about ‘compliance’, talking about ‘excellence’
The system settings around policy, regulation and financing
had not kept pace with the needs and expectations of older • Not talking about ‘facilities’, talking about ‘homes’
people as they aged. • Not talking about ‘consumers’, talking about our valued
elders and how we work to make a positive difference in
COVID-19 has turned some of the cracks in our aged care
their lives
system that had been compounding for many years, into
chasms in certain places. We don’t oppose rules for quality but we should not be defined
by meeting minimum regulatory standards, or reporting
Leading Age Services Australia (LASA) has brought evidence
schemes or funding instruments.
and balance to the public discourse, while also sharing insights
and good news stories from providers while bringing forward We need to be defined by the meaningful and measurable
solutions to address the identified issues. differences we make in people’s lives.
And yet, the research shows that community perceptions about That is why we have to change, we have to re-shape and re-
aged care services remain predominantly negative. imagine the story of care.
This is a challenge we must resolve. What we have to fight against is the inertia in the current
system.
To this end, I believe the narrative about aged care and the
community’s perception will only change when we change. The future is going to be about doing things differently—and
we must prepare for this now.
The Royal Commission is holding a mirror up to our nation and
our sector, about the value we place on our elders and how we This is the journey LASA has been on—a journey where, in
care for and support them when they need it. support of our Members, we have been more assertive, more
expansive and more collaborative in working to realise a better
We say we are committed to doing better—but who is going to
aged care system.
achieve this?
This approach sees us shift our focus to working together to
Is it going to be the Government who does something better?
explain to the community why we matter and the value we
Is it going to be our communities? Is it going to be aged care
bring to the nation.
providers?
8
OPINION
By improving Australia’s understanding of this, we will be better We have to ensure there are links with the entire health system
placed to hold decision makers to account to deliver the aged because we know the importance of the interface between
care system that meets the needs of older Australians. aged care, primary care, acute care, social services and mental
health.
The Royal Commission has heard that the policy, regulation
and resourcing that underpins Australia’s aged care system Commitment and collaboration across key stakeholders will
has not kept pace with the needs of older Australians or the achieve a once-in-a-lifetime transformation of our aged care
expectations of the wider community. system and is a critical task of national importance.
We need to transform the aged care system so older Australians We need to embrace this and acknowledge the challenges—
get the care they need, and the workers and organisations who but, equally, focus on the opportunities.
care for them are enabled to deliver the best quality care and
The best way to take advantage of this upcoming
services possible.
transformation is to put energy into running with the tide, rather
If we want to make Australia the best place to age, it means than pushing against it.
more understanding and action within the community and
You can rest assured that LASA—as the largest age services
increased intergenerational connections.
provider association in Australia—will be doing all we can
Our commitment to realise a new system must be backed up to translate the intent of the Royal Commission’s findings
with all means necessary including funding and processes, and recommendations into tangible actions and meaningful
along with the right responsibilities and decision-making across outcomes that will ensure older Australian’s receive care and
all levels of government, age services, families, community support with quality, safety and compassion—always.
groups, towns, suburbs and regional areas.
And that this is delivered by passionate and professional aged
It requires fundamental partnerships between people needing care workers employed by high performing, respected and
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OPINION
PREPARING
FOR CHANGE
COMMUNICATION AND
TRANSPARENCY ARE VITAL
Janet Anderson PSM
Commissioner,
Aged Care Quality and Safety Commission
T
he global COVID-19 pandemic and understanding of particular services requirements of the Aged Care Quality
has reinforced for everyone to inform their decision making. Standards, and nothing more severe,
in the aged care sector the then it will be 3 dots. If there is a current
The Commission also has a role in
importance of communication non-compliance notice, or ‘NCN’, and
improving transparency across the
and transparency. Those receiving aged nothing more severe, then it will be 2
sector, and several initiatives are
care and their family members have dots. If there is a current sanction or
particularly relevant here.
a right and need to know important notice to agree or ‘NTA’ in place, then it
information about their aged care A significant reform introduced this year will be one dot.
provider. relates to the increased information now
The historical compliance rating is also
available through the ‘Find a Provider’
Learning Providers taking proactive displayed on the site to give consumers
tool on the My Aged Care website.
steps to increase the amount and a better understanding of how the
quality of information available about Details of each provider on My Aged provider has been tracking from a
their services will not only help current Care now include a service compliance compliance perspective, which can be
consumers, but also enable potential rating. If a service has no current non- an important factor when deciding on,
consumers to improve their knowledge compliance, then it has a 4-dot rating. and choosing, a provider.
If it has non-compliance with any of the
As well as compliance information, the
tool includes information on a provider’s
istm as Special
performance against the Aged Care
G Chr
guest host
I Quality Standards. Each of the Quality
The B
Narelda
Jacobs Standards has a bar rating that indicates
whether the provider has met/not met
the requirements. Information on each
Standard is provided to give consumers
a rounded understanding of the
requirements.
A key aim of this information is to
empower consumers and their families
to make informed choices about the
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older person’s care, and to support them
artists including Johnny Young, Ernie Dingo, Normie Rowe,
Sing-a-Long and create Kamahl, Phil Walleystack and many more. to choose a provider that meets their
a Christmas to remember. needs and is right for them.
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Alongside this increased transparency
Proudly brought to you by
via the My Aged Care website, the
Commission is now publishing all
decisions of non-compliance relating to
providers of residential aged care and
10OPINION
home services, as well as the regulatory within required timeframes (including to and confidence in the sector’s ability to
actions taken by the Commission in the Commission), alleged, suspected or improve life through care.
response to the non-compliance. witnessed serious incidents including
The Aged Care Royal Commission
physical, sexual or financial abuse;
The non-compliance register lists will deliver its final report in February
seriously inappropriate, improper,
performance against the Quality 2021, and it is already clear that its
inhumane or cruel treatment; or neglect
Standards each month, with an archive recommendations will be aimed at
by a staff member or contractor. The
of data from July 2020 onwards, and can bringing about significant, wide-ranging
Scheme will also define when chemical
be found in the Sector Performance area reforms that will undoubtedly include the
or physical restraint is inappropriate and
of the Commission’s website. areas of communication and transparency.
should be treated as a serious incident.
A third initiative that is in the pipeline Performance-related information
Also subject to parliamentary processes,
is the proposed introduction in early about aged care services—whether
it is expected that the Commission
2021 of a serious incident response this is published by providers or the
will have more powers to monitor,
scheme (SIRS). While the details of the Commission—gives consumers, families
investigate, intervene and take action
scheme and commencement date are and the wider community access to
in relation to serious incident reports
subject to parliamentary processes, an information which enables them to
received from approved providers.
implementation model has been released form views, ask informed questions,
by the Commonwealth Department of Aged care providers have a central make choices, and help shape the care
Health that outlines expectations. role to play in harnessing the potential provided in a particular service.
of SIRS to drive improvements in the
Under this Scheme, providers of Any and all of these actions could help
quality of residential aged care, to
residential services will be expected to ensure that older Australians receive
ensure that older Australians living in
have in place an incident management care that enhances their safety, health,
residential care are safe from harm,
system in each service that is effective wellbeing and quality of life. ■
and to help restore the public’s trust
in identifying, acting on, and reporting
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11OPINION
SECURE CAPITAL IS
VITAL FOR A BETTER
AGEING FUTURE
WHILE THE FUNDING PIE IS
GETTING BIGGER, IT’S Darrell Price
Principal - Grant Thornton Consulting
National Head of Health and Aged Care
STILL ONLY ONE PIE
T
he late Commissioner Richard Tracey QC called the funding, to ensure older Australians receive the services they
Aged Care Royal Commission a once-in-a-lifetime deserve.
opportunity for the nation to create a better system of
The Opposition Budget Reply will be important as this Budget
care for older Australians. He said this in September
is likely to be the last before we go to the polls again. Here we
2018. More than two years on and we still don’t know what the
can expect to learn how a Labor Government would slice the
‘system’ we are creating looks like.
pie.
What are the elements of this ‘system’? Will they lead to
Funding aside, fundamentally what the sector needs is
successful outcomes for all participants? Will it increase
redesign and reform. However, the proposed recommendations
the quality and safety of services to older Australians? And
by Counsel Assisting the Royal Commission, by their very
fundamentally, how will this be funded?
nature, deal with largely legal matters—regulations and
Our recent 10-year retrospective report ‘Looking back to look legislation.
forward’ highlighted the contribution to GDP, and changes to
Sadly, what is not evident in the proposed recommendations is
Government expenditure for health and aged care over the last
what the structure of the industry will be.
decade—and it showed something interesting.
For instance, we need to understand how capital will be
While last year was a record in terms of expenditure, the
attracted to the aged care sector. Counsel Assisting, indicates
health and aged care sector’s share of GDP has been
that improving the design of aged care accommodation
steadily declining. The dollar isn’t going as far and this is a
is essential (Recommendation 57), but nowhere is there a
clear indication that the sector is not getting the government
mention of how capital will be attracted to invest, not only
attention it requires to meet future needs. It wasn’t enough
in new design, but also the development of new facilities,
pre-COVID and it’s certainly not enough post-COVID with
redevelopment of older facilities and replacement of facilities at
the additional requirements needed to support those most
the end of their useful life.
vulnerable to this virus.
Australians need to understand that profit is not a dirty
More has been pledged in response, however the health
word. We have already noted the Government’s diminishing
and aged care sectors are not the only sectors impacted by
investment in the sector relative to other parts of the economy.
COVID-19. There will be significant competition from other
We need private investment.
industries for policy attention and funding. The emphasis is
on the economy and job creation, in supporting new sectors, In order to attract the capital required to meet the Council
new technologies and more training—but how will this be Assisting’s aspirations, providers will need to make profits,
balanced with the significant funding requirements to meet the and some of those profits will need to be returned to private
recommendations of the Commissioners? investors who put their capital at risk in this sector.
The May 2021 budget will be handed down after the final ‘For purpose’ enterprises seek to make profits to reinvest
report from Commissioners Briggs and Pagone is delivered. in services and pay ‘social dividends’, attributing capital to
This will provide the Government the opportunity to indicate its their missional purposes, while ‘for profit’ providers return a
intentions for the sector through increased communication of relatively small portion of their profits to investors who risk their
its policy direction, matched with appropriate and immediate own capital. Every provider needs to be profitable to continue
12OPINION
to be competitive within the markets they engage in and to The Royal Commission needs to provide a description of the
reinvest in quality and safe services future age services industry that not only describes the way
older Australians receive services from providers, but also how
Markets need to be allowed to function within the bounds
they want providers to behave within a defined market place.
placed by existing consumer and market protection
The process of retaining and attracting capital must be clear
mechanisms. Barriers to entry need to be well understood
to give providers assurances that the future of their capital
and described together with pathways to exit the sector for
base is secure, allowing them to make future investments
those providers who choose to do so. Overall, the interests of
in confidence. The regulatory environment will describe the
consumers of services need to be the paramount focus, so that
barriers to entry and the process for exit, while securing the
if there are market failures, those in care are not affected.
best interests of elderly Australians.
If returns are insufficient we can expect capital in aged care to
The recommendations from Council Assisting lay a substantial
be repatriated to other sectors with higher returns. The failure
foundation for the age services industry of the future, which is
of the sector to retain and attract capital for investment will
to be commended. More work is required to ensure that the
have deleterious consequences for the services delivered to
environment is created to support the long term sustainability
elderly Australians. We could reasonably expect the quality and
and growth of services to meet current and emerging needs
safety of services to diminish in this situation, which is contrary
of all elderly Australians and their families. The Australian
to all that we hope for in the outcomes expected from the
community deserves no less. ■
Royal Commission.
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1314
NATIONAL UPDATE
ACKNOWLEDGING
EXCELLENCE
LASA NATIONAL AWARD WINNERS HONOURED FOR THEIR
OUTSTANDING CONTRIBUTIONS
O
ur annual LASA Excellence in Age Services Awards Organisation
program, supported by HESTA, highlights outstanding Award Winners
efforts in age services—and we couldn’t be more – Princes Court
proud of this year’s deserving winners. Homes
These individuals and organisations have demonstrated
exceptional talent, innovation and compassion in the care of
older Australians, during a challenging year.
This year, LASA established the Next Gen Young Leader
Award, to acknowledge the key role being played by young
Team Award
professionals in the future of our industry.
Winners –
Winners were selected from a high-calibre field of 24 finalists Collaborative
from Victoria/Tasmania, New South Wales, Queensland, Leadership
South Australia/Northern Territory and Western Australia. Model, Maurice
Zeffert Home
LASA also celebrated the efforts of leaders of retirement
living communities, with the Retirement Village Manager of
the Year Award 2020, proudly supported by Mullins Lawyers.
This award highlights the important role that retirement Individual Award
communities play in providing affordable, age-appropriate Winner – Keyur
housing and vibrant social and community services for Anand, St Anna’s
senior Australians. Residential Care
Facility
LASA CEO Sean Rooney believes it’s important to recognise
the achievements of people who devote their lives to making
a difference in the lives of older Australians.
“We applaud our award winners for their outstanding
efforts as organisations, teams and individuals, to provide Rising Star Award
exceptional care and service to older people who require Winner – John
support, and those who seek the security and belonging of a Sison, Churches
retirement village,” he said. of Christ in
“The winners—and all of the finalists—demonstrate the Queensland
kind of care that is being delivered across our industry, and
the enthusiasm and dynamism that strives for continuous
improvement.” ■
Retirement Next Gen Young
Village Manager Leader Winner –
of the Year – Simon Kerrigan,
Lauren Jackson- Guide Healthcare
Brown, Linton
Village RSL
Lifecare
1516
NATIONAL UPDATE
THERE IS TOO MUCH AT STAKE
AGED CARE AND COVID-19
W
hen the Aged Care Royal Commission published Government has also indicated that funding has been made
their special report into COVID-19 ahead of the available to providers for COVID-19 support however, this
Final Report they did so because ‘the nation funding has been earmarked for a number of additional
needs to know what lessons have been and can items such as PPE, infection prevention control, waste
still be learnt’. management and visitation
Responding to any emergency or crisis is a cycle of Recommendation 3 calls for improved access to allied and
prevention, preparedness, response and recovery. This mental health services and to ensure the holistic needs of
planning should always be tested and updated, informed by residents are resourced, which is an important consideration
lessons learnt through simulation or reality. for both the national guidance materials, and the
jurisdictional Directions. The experience in Victoria has been
At the time of writing there are no cases of COVID-19
that providers have had to deal with multiple organisations,
in aged care. This is a milestone marked more by relief
all of them with their own guidance and expectations.
than celebration and reflects the exhausting and painful
experience of older Australians, their families and the Recommendation 4 is the most comprehensive and harkens
workers and organisations who care for them. back to the debate during the COVID-19 hearing on whether
there had been a plan for aged care. The Government
As the Royal Commission pointedly noted in their report, the
accepted this recommendation and established the Aged
workforce is now ‘traumatised’. It is therefore incumbent on
Care Advisory Group reporting to the AHPPC.
all of us to ensure we actively seek to put into practice the
lessons learnt. However, in his response Minister Colbeck referred back to
the Communicable Diseases Network Australia Guidance
The Royal Commission has called for immediate action on
material as the plan for aged care—a position which differs
six recommendations, and the Government has indicated
to the description by the Royal Commission of a ‘defined,
that it accepts all the recommendations and is already taking
consolidated, national aged care COVID-19 plan’.
action on four of them.
Providers have been navigating the relative merits and
The report calls for all providers to be able to apply for
accountability to serial guidance materials, legislated
funding to ensure there are adequate staff available to allow
Directions and their obligations under the Aged Care Act
continued visits to people living in residential aged care.
while simultaneously responding to the never before seen
Leading Age Services Australia (LASA) has consistently challenges on the ground. There is no single definitive
called for providers to be funded for the real costs of and authoritative plan to which providers can refer and
responding to COVID-19 and this includes funding for from which providers can develop their own single,
staff to support the delivery of not just the physical but the comprehensive plan which would recognise that they
emotional and social needs of those in their care. do not respond to COVID-19 in isolation but with other
The logistics of entry screening, attestations and ensuring stakeholders.
compliance with a myriad of changing Directions and The lessons from NSW on transfer to hospital and the use of
guidance materials is time consuming; having staff able to Hospital in the Home programs highlighted the importance
take on these additional roles is essential. of forward planning and protocols to ensure there are
LASA’s partnership with Altura Learning and Dash Group has clear mechanisms and an understanding of roles and
met this need with almost 150 workers trained in infection responsibilities. LASA has continued to call for this clarity
control and other key practices through the Aged Care and for the vulnerability of aged care homes to be factored
Assistants Program, funded by the Australian Government. into these discussions.
Many of these new team members are now deployed in aged Recommendation 4 also emphasises the need for
care across Australia, including through the Residential Aged independent investigation by experts to identify lessons
Care Visitation Assistant role promoted by the Victorian learnt. In the absence of any coordinated approach to
Aged Care Response Centre. gathering this material, LASA has been running weekly
meetings with affected Members, working with stakeholders
Continued on page 18
17NATIONAL UPDATE
Continued from page 17
at all levels of government and sharing the lessons the expectations on the training, qualification, roles and
generously passed to us through our webinar series and our responsibilities for an IPC lead.
Lessons Learnt resources.
LASA encourages providers to review our Lessons Learnt
Recommendations 5 and 6 focus on the first form of defence materials available on our website and we continue to
for aged care—infection prevention and control (IPC). advocate for you on issues not yet resolved and those that
However, the expectation is that this is to be funded from are newly emerging.
already stretched COVID-19 funding.
We remain committed to working with and for you to realise
We know providers are already reviewing, testing and the Royal Commission’s ambition to ‘better prepare the
updating their plans to ensure they are COVID-19 ready, sector, its staff and its residents for any future outbreaks of
and sourcing IPC training for their staff. However, the lag this pernicious virus’. ■
in information on what providers need to do and how they Jane Bacot-Kilpatrick is Executive Officer, Leading Age
need to demonstrate this through audit, is eating into Services Australia.
precious time.
The Secretary to the Department of Health and the
Minister both wrote to providers in November clarifying
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20NATIONAL UPDATE
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ver the past few months we have seen the last public care, health care and jurisdictions. There is also a particular
facing activities of the Aged Care Royal Commission, focus on infection prevention control, with an expectation that
which have paved the way for the preparation of the providers appoint a head of infection prevention control and
Final Report. provide appropriate training for staff.
Propositions have been tabled, considered and revised, At the Final Hearing, Counsel Assisting presented the
proposed recommendations made and challenged and formal 124 proposed recommendations that they suggested the
recommendations put to consultation during this last phase of Commissioners should make in their final report. Commissioner
hearings. Briggs added some counter propositions, particularly regarding
future infrastructure.
At the Home Care Hearing, a suite of draft propositions were
put to the witnesses, which considered the structure of home Future financing options were not included nor were the
care services, and how these should be delivered and funded. final design features for home care, which are still subject to
consultation and future consideration.
These propositions were later revisited and updated at the
Funding, Financing and Prudential Regulation Hearings. Counsel suggest a new Aged Care Act, a new independent-
from-Government Aged Care Commission, an Independent
A high profile suite of witnesses including former Prime
Pricing Authority to determine pricing, and an office of
Ministers, Treasurers, public servants from across portfolios,
Inspector General for Aged Care.
academics and providers all contributed to a long and detailed
examination of issues. Again a suite of propositions were Increased funding and an interim approach to support financial
presented and debated ranging from insurances, hypothecated viability were suggested and proposals on aged care and
levies through reference to international experiences, with workforce presented in adjusted formats.
research papers published to accompany the evidence
After lengthy consultation with our Members throughout the
presented.
activity of the Aged Care Royal Commission, our response to
What was not debated was the need for additional funding the proposed recommendations will ensure the voice of aged
into the system to meet the increased needs and expectations care providers is heard.
of older Australians and to ensure the system is reliably and
In our response, we note that while individuals have sometimes
confidently sustainable into the future.
fallen short, it is the system that has truly failed. All too often
A particular point of discussion focused on the previous actions people have been placed in impossible positions with impossible
of Government on indexation of funding to providers, with choices.
conclusions from Counsel Assisting supporting LASA’s position
While we strongly support many of the fundamental elements of
that these actions were a blunt instrument against all providers
the proposed recommendations, we note that there are some
when a more tailored approach to individual providers would
structural issues where we believe the approach recommended
have been more appropriate. The long-term impact on the
needs to be strengthened or adjusted.
financial viability of providers consequent to these actions was
demonstrated by several witnesses. These include arrangements to manage the structural
expansion of home care, to link funding and practice, to ensure
In an unprecedented step, the Commissioners published their
there is sufficient funding and programs to support practice
report with findings and recommendations from their inquiries
improvement, and to fine tune arrangements to support the
into the response to COVID-19. They chose not to wait until the
necessary increase in staffing in residential care.
final report given the importance of ensuring that lessons learnt
could inform better actions. Between now and the Final Report, Leading Age Services
Australia will continue to support our Members to understand
Six recommendations were made, one of which was that
and prepare for the likely impact of the transformative
there be a report to Parliament on progress against the
change that will follow and to advocate for a system which
recommendations by 1 December 2020. The remaining
is high performing, respected and sustainable that support
recommendations have all been accepted by the Minister for
older Australians to age well by providing care, support and
Aged Care and Senior Australians.
accommodation with quality, safety and compassion—always. ■
They include the need for an overarching aged care specific
Jane Bacot-Kilpatrick is Executive Officer, Leading Age
plan, extension of the scope of the Aged Care Advisory Group Services Australia.
to the AHPPC, and development of protocols between aged
21NATIONAL UPDATE
WE ARE STRONGER TOGETHER
LASA MEMBER SATISFACTION RATE CONTINUES UPWARDS TREND
A
s 2020 draws to a close, restrictions are lifted across Our close connection with government leaders and health
parts of Australia and imposed on others, the age authorities has allowed us to bring clarity and assurance in
services industry has to remain vigilant. With the what has been an uncertain environment.
world still in the grips of a pandemic, we cannot
While we cancelled our face-to-face events, consultancy
become complacent, despite some gains.
and training in March, we have modified our service delivery
Members of Leading Age Services Australia (LASA)—and format, taking our support online and going the extra mile for
indeed the entire industry—have been on the front line in the those most affected by the pandemic.
fight against COVID-19, and will continue to remain there for
We have also maintained our support in relation to the Aged
some time to come.
Care Royal Commission, providing regular updates and
With many of our Members overworked and sometimes assisting Members called to provide information.
overwhelmed, we have firmly stepped into the gap, providing
With a total of around 10,000 Member support engagements
detailed and timely guidance and resources, and anticipating
throughout the year, suffice to say LASA has been busier than
needs, through our COVID-19 Taskforce and specialised
ever before.
support.
What do Members think of LASA in 2020?
“They know their stuff [about
the Royal Commission], “I can’t fault them,
they communicate the they have been a “Overall, LASA is my point of
information to all Members.” lifeline for a lot of contact they make it possible
us working from for our small business to have
home.” the resources and support that
small businesses can’t have on
“They are very good at
their own, through networking
distilling information, I
and LASA services.”
can pick up the phone When I have a query
and they are helpful. or there is uncertainty,
They are proactive.” especially in COVID,
just being told what to “They’ve allowed us to
do clearly when you’re be part of the sector
being bombarded with and not all membership
“Its like insurance, you information, directives, organisations are as
don’t [think you] need it orders. When I need inclusive.”
until you need it.” clarification or support,
I get it straight away. ”
22NATIONAL UPDATE
In response, our latest Member Survey results show that our we’ve been putting in to support our Members during these
efforts have been very much appreciated. challenging times.
“We stepped up our game and our Members have thanked us “We are incredibly honoured to know that despite the
for it,” says LASA CEO Sean Rooney. challenges faced by our Members, they have found in LASA
an organisation that has been able to provide them with the
“I have been inundated with positive feedback. One Member
support they need.
said LASA is like an insurance policy, because we are there
when our Members need us. “It absolutely demonstrates that we are stronger together.” ■
“As CEO of LASA, I’m incredibly proud of the work that we Kerri Lanchester is General Manager Member Relations,
do as a team, and the support we have been able to provide Leading Age Services Australia.
during very testing times.” For more information visit www.lasa.asn.au/membership or to
discuss taking up a LASA Membership please call 1300 111
The Member Survey showed a 98 per cent overall satisfaction 636 or email Members@lasa.asn.au
with LASA and a huge increase in respondents being LASA is also proud to be a 2020 Finalist in the Associations
extremely or very satisfied. Forum Association of the Year Award
The percentage of Members saying they are extremely
satisfied with LASA’s industry support and advocacy has
increased across all measures, more than doubling in some
areas.
Our ability to successfully scale up information sharing and
Key 98%
Member
interactions with Members while remaining accessible and
approachable, highlighted the value of LASA Membership.
Feedback
Members identified the following information as particularly 98 per cent positive
useful: regular updates, zoom meetings, templates/forms, satisfaction with LASA,
specific information requests, webinars, action guides, up 8 per cent
clarification of changing regulations, emailed updates and compared to 2019
direct advice.
The availability of resources and access to advice were noted
as reasons for a high approval rating. In some States like
Queensland, there was 100 per cent satisfaction with LASA. 23% 20%
It is clear that the key role LASA continues to play during
COVID-19 has left Members impressed.
Increase of 23 per cent Increase of 20 per cent
“COVID-19 has resulted in a new understanding of the need satisfaction rating for satisfaction rating for
for LASA Membership,” says Mr Rooney. helpfulness of LASA staff online events
“Most feel the information we’ve been providing about
COVID-19 has been extremely comprehensive and helpful to
them, and that we haven’t missed anything.
“Our advocacy work has also been well received, particularly 22% 15%
by our rural Members, with a significant increase on all key
policy and advocacy measures since 2019.
Increase of 22 per cent Increase of 15 per cent
“One area that I’m extremely happy to hear, is that our satisfaction rating for satisfaction rating for
Member’s perceptions of our service delivery have increased responsiveness of LASA staff timeliness of response
by as much as 23 per cent, recognising the additional effort
23NATIONAL UPDATE
COMMUNICATIONS AND VISITATION
IN AGED CARE TAKING OFF
VITAL NEW PROGRAM REAPS REWARDS
“For me, it’s been a leap of faith this year. I’ve left “I am also studying for the Certificate III in Aged Care and this
some things that I have loved but working in aged has proved very helpful for this position.
care is very much going to replace everything that “There are some very good people in the sector but they are
I have gained throughout the years, to actually give under pressure. I think that has made me even more determined
H
back to the older generation.” to get in there and make a difference.”
eartfelt words from Aged Care Assistant Louise The RACVA role requires enhanced Personal Protective
Mathers, a former flight attendant, safety instructor and Equipment (PPE) and infection control training, the Altura ACA
cabin manager of 29 years who, like many, lost her job training course, confidence in the use of communications
in the airline industry due to COVID-19. technology to assist residents, a police check and mandatory
influenza vaccination.
“As flight attendants, we are so used to talking and
communicating,” she says. Key duties include:
“We have to be quick-thinking and work out what the best • Working with residents to facilitate safe communication with
solution would be with the team, which is very similar in aged families and friends
care. I think airline staff develop a sixth sense, as we are trained • Working with the facility to identify types of communication
to constantly assess people.” modes that are safe to use, keeping in mind requirements for
a COVID-19 safe environment
Streamlining the communication, visitation and assistance
for aged care residents is being complemented by a national • Where needed, helping to schedule in-person visiting with
training program developed by Leading Age Services Australia families and residents
(LASA), in partnership with Altura Learning and DASH Group. • Supporting visiting in a manner consistent with infection
prevention and control guidelines, including provisions
Already implemented in Victoria, the Residential Aged Care
relating to the use of designated areas for visits and the use
Visitation Assistant (RACVA) role promoted by the Victorian Aged
of social distancing practices
Care Response Centre (VACRC) is based on the Aged Care
Assistant (ACA) role which was established earlier this year by
LASA, Altura and DASH, to provide additional staff to support
aged care professionals. Former Virgin Australia staff member Louise Mathers (right) with Regis East
Malvern resident Jean Sarsby along with colleague and former Qantas staff
The Commonwealth has funded the ACA training, with the Aged member Mitsu Kamo.
Care Minister welcoming the work of providers and the sector to
support the facilitation of visitors.
LASA CEO Sean Rooney says communication between
residents, families and friends is critical and these specially
trained staff already have great experience in helping and
working with people.
“This is about providing the most vulnerable members of our
community with continuity of care, through supporting care
professionals. It is not in any way intended to replace Certificate
III qualified staff,” he says.
Louise began the role in July in Melbourne and is undertaking
further study.
“It is so rewarding and it also made me realise that this is the
industry that I want to move into,” she says.
24NATIONAL UPDATE
and bed-making, assist nursing staff with monitoring any
changes in a resident’s condition, and front-of-office activities.
Altura Learning is well positioned to provide the training program
to support these roles at this important time, says Altura Learning
CEO Yvie Webley.
“The training has two components, aged care preparedness
which is focused on staff and resident safety, and role
preparedness which includes modules on communication and
dementia,” she says.
Louise Mathers worked in the
airline industry for 29 years before DASH Group National Manager Aged Care Sarah Buckley says
joining aged care. there has been glowing feedback from providers and staff.
“We are offering a unique opportunity for those who have fallen
• Enabling visits outside the service, for example having visits victim to cutbacks in industries such as hospitality and tourism,
in a garden or other open space where physical distancing to keep working and offer their vital skills in an industry that
cannot be maintained needs it the most,” she says
• Assisting family members to understand and comply Louise and her colleagues have taken up the opportunity with
with infection prevention, such as hand washing and PPE gusto.
requirements
“We are putting 100 per cent into the role and try to give back as
• Using technology-based alternative communication
much as we can,” she said. ■
arrangements, such as iPads
Nick Way is Senior Media & Communications Advisor, Leading
RACVAs can also help with meal distribution and supervision, Age Services Australia.
help to mobilise care recipients, assist with non-intimate hygiene
For more information about the RACVA/ACA role visit www.
dashgroup.net.au/agedcare
Need help with visitor
access? We can help.
TRAINED SUPPORT WORKFORCE NOW AVAILABLE
Maintaining a complete and skilled workforce Working with residents to facilitate safe communication
during COVID-19 and now the onset of winter Identifying types of communication modes that are
safe to use
can be a challenging task.
Helping to schedule in-person visits
That’s why Leading Age Services Australia has partnered with Supporting COVID-19 safe visits
Altura Learning and DASH Group recruitment to Enabling visits outdoors to maintain physical distancing
offer the age services industry a trained support Residential
Assisting visitors to comply with infection prevention
Aged Care Visitation Assistants.
Using technology-based alternative communication
The Aged Care Assistant (ACA) training and placement
program will help your organisation provide safe, high quality All Residential Aged Care Visitation Assistants will have
care and services, by linking you with trained had an interview, personality and aptitude testing, reference
Residential Aged Care Visitation Assistants—when and where checks, a Police Check and an influenza vaccination.
you need them.
The Residential Aged Care Visitation Assistant will work under Register your needs today at
direct supervision of your staff and their role can include: www.dashgroup.net.au/agedcare
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