a year in review 2018-2019 - cooinda...let’s find our voice concert, following the 2018 very...

A YEAR IN REVIEW

2018-2019

Colin McDonaldH.N.D. Mech. Eng. (UK) N.C.2D • Cooinda Board (2002-current) • Past President Rotary Benalla• Paul Harris Fellow • Mechanical Engineer (retired)• Immediate Past President Cooinda

Board

Ralph Stone• Cooinda Board (2010- current)• Councillor (25yrs) Mayor (5yrs) former

Shire of Gunning NSW • Professional Wool Classer • Manager registered merino stud (38 yrs)• Former Director Lakehaven Retirement

Village• Cooinda Resident Representative

Doug SmithMIE Aust, CPEng (Ret)President• Cooinda Board (2011- current)• Member Institute of Engineers Australia• Past President Rotary Benalla • Past President Benalla & District

Memorial Hospital Board• Past President/Life Member Benalla

Apex • Qualified Civil & Municipal Engineer

(retired)

Diane Martin• Cooinda Board (2014- current)• Team Leader, Aged & Disabilities Services /

Family & Children’s Services, Benalla Rural City (Retired)

• Alpine Valleys Community Leadership Program

Kirstin BolgerB.Ec , LLB, Grad.Dip Co.Sec• Cooinda Board (2017 - current)• Senior Lawyer AGL Energy Limited

(retired)• Previously Group General Counsel and

Company Secretary Australian Unity• Volunteer Tomorrow Today Foundation• Vice-President Benalla Soroptimists

Marcus BolgerB.Eng., MBA, GAICDChairman Finance Committee• Cooinda Board (2017 – current)• Patent and trade marks attorney – retired• Professional Engineering and Business

Management qualifications and experience

• Benalla Rotary board member• Volunteer with The Tomorrow Today

Foundation

Robyn KellyRN, Grad Cert Infection Control & Sterilisation, Cert IV Assessment & TrainingVice President• Cooinda Board (2008- current)• Registered nurse, Benalla Health (retired)• Treasurer of Friends of Benalla

Performing Arts & Convention Centre• Red Cross emergency volunteer

Richard RubiraB.V.Sc., M.V.S.

• Cooinda Board (2015 – current) • Consultant / Subject Facilitator -

Melbourne Uni Veterinary Faculty • Animal Health Australia • Veterinarian - (40yrs) • Member Rotary Club Benalla

Rob Roach• Cooinda Board (2014- current)• Treasurer Benalla/Euroa/Violet Town

Legacy• Community Planning Project Steering

Committee • (2008-2013) Australian Coordinator -

Peru Luz de Esperanza

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David TallisVice President• Cooinda Board (2006 - current)

• Retired Sales/Marketing Sustainability Victoria

• Member Rotary Club Benalla

BOARD MEMBERS

Cooinda - A lot of living2

Vision We deliver outstanding levels of person centred care and contemporary accommodation to meet the changing needs of individuals, families and the wider community.

Cooinda Board of Governance 2

Mission and Vision 3

A Year in Review 4 – 5

Chair Report 6

Chief Executive Officer Report 7 - 9

Residential Care Report 10 – 11

Quality Report 12 – 14

Cooinda in the Home 15

Health and Wellbeing 16 – 17

Community and Events 18 – 19

Independent Living Units 20

Building Services 21

Financial Report 22

Our Supporters 23

A Year In Review 2018 - 2019 3

MissionOur purpose is to enhance the lives of people in our region by providing progressive and rewarding care and contemporary accommodation that reflect Benalla’s community life and individual needs.

ValuesExcellenceWe strive to be the best, continuously seeking feedback from staff, volunteers, residents, home care clients and their families. We measure our performance in order to identify areas we can grow and improve.

Learning and KnowledgeWe look for opportunities to learn in order to develop our skills and knowledge within the care sector.

CreativityWe employ a positive, forward thinking attitude. Our team is proactive and empowered to find better ways of caring and new ways we can meet the future expectations of our community.

RespectWe respect the importance of every individual’s diversity; focusing on the provision of person centred care. We will build trusting relationships within our community by caring for one another and all people with respect, compassion, love and dignity.

RelationshipsWe work in collaboration with one another, our volunteers, residents, home care users, their families and our community. We recognise the importance of community involvement in our rural setting.

A YEAR IN REVIEW

90% OVERALLSTAFF SATISFACTIONRANKING COOINDA 6TH OUT OF 123 SIMILAR AUSTRALIAN & NEW ZEALAND AGED CARE FACILITIES

Cooinda is a for mission, not for profit aged care facility, with a proud 50 year history of providing outstanding individualised care for older people and their families. Today, Cooinda is a major employer and a significant financial contributor to Benalla and the wider community.

99%occupancy against a

national average

92%

$8.8Mturnover pa

$6.18M wages

$5.1M purchases expended in Benalla community

65 Independent Living Units

1,2 or 3 Bedroom8 re-leased

82 Bed residential

care facility

100% compliance

achieved during an unannounced

accreditation visit from the Quality

Agencies.

$11.8M reinvested into

the region

An increase to 20 Home Care Packages delivered and Cooinda in the Home increased the delivery of Home Care Packages


COOINDA BOARD

MARKETING & PROJECTS

COORDINATOR

Vanessa GrantGrad Dip Bus

(Marketing)

DIRECTOR OF NURSING

Margaret DawRN1, RM, Grad Dip Ed, Grad Cert Midwifery

B App Sci (Adv Nursing)

HOME CARE PACKAGES

Melanie Kelly &Jacqueline Cox FEE FOR SERVICE

Jeanette Harris

FINANCE MANAGER

Cameron GrayB.Bus, M.Com, MBA

BUILDING SERVICES MANAGER

David MorrowMM, Dip T&D

CAPITAL WORKS PROJECT MANAGER

Bill Gent

PEOPLE & CULTURE MANAGER

Susan Tapp B.A. Dip Counselling

QUALITY & CUSTOMER SERVICES

MANAGER

Julie FolanEN, Dip Mgt

CHIEF EXECUTIVE

OFFICER

Alex McKennaRN1, Dip HE

Our Community Let’s Find Our Voice Concert,

following the 2018 very successful 9th Let’s Find Our Voice Concert in May, Cooinda residents and FCJ College Year 7 students celebrated their friendship by starring in yet another social media clip, Footloose.

Cooinda’s Australia Day Awards recognise outstanding commitment by residents, staff and volunteers. This year’s recipients were - resident: Betty Bowen; volunteer: Maureen Bruzzese;

individual staff: Michelle Goodley & Leanne Grace Tauva and the team award: Cleaning Team

Walk and Wake Up To Dementia. Cooinda held its second annual community walk against dementia awareness event during Dementia month in September, which attracted over 350 people, including Cooinda independent living unit and care residents, community members and students.

Celebrating Awards Finalist in the Organisation Award

in the Leading Age Services Australia Ltd (LASA) Excellence Awards (Vic/Tas) presented in February 2019. The award was in recognition of Cooinda’s outstanding contribution to care and services development, leadership, innovation and excellence in caring for older people.

Finalist in the Regional Community and Achievement Awards, Prime Super Outstanding Organisation, Excellence in Aged Care in October 2018.

Organisational Structure

91%residents would

recommend Cooinda to others

96%staff are proud

to work at Cooinda

92%relative positivity

ratingtaking everything

into account

95%staff being kind

supportive and helpful

95%Residents from all

cultureswelcomed respected

and valued


Cooinda, again in 2018/2019, continues to be “second to none” in the provision of residential care to the Benalla Community with its unique continuum of care from home care packages to independent living to award winning residential care; and 24/7 on call nurse service within the Cooinda Village. You can certainly say “Cooinda – A Lot of Living”

NEW CHIEF EXECUTIVE OFFICER (CEO) APPOINTMENTThe Board sadly farewelled retiring CEO of 10 years, Ms Margaret Aldous. Marg is highly respected by all staff and residents for her compassion, leadership skills and broad area of expertise in nursing and particularly aged care. Cooinda’s reputation is highly regarded in the community due to the person centered care model provided to all residents and the unique staff leadership style implemented by Marg.

The Board has been fortunate to recruit a high calibre candidate in CEO Alex McKenna to the position of Cooinda CEO. Alex was previously the CEO at the Cootamundra Nursing Home in NSW. He has extensive experience across a broad range of nursing, including aged care, hospital emergency departments, palliative care and published a number of medical research papers. Alex has settled well into his new role since commencing in April 2019, and has been well received by the board, staff and volunteers, residents and relatives.

ACCREDITATIONIn order for aged care facilities to receive government funding to care for residents the facility must be accredited to national standards every three years. In 2019 new standards were introduced, placing a greater emphasis on resident care needs and satisfaction. I am pleased to announce, at the time of writing this report, Cooinda has successfully been reaccredited to the new standards. This is a great credit to all staff who have worked so hard behind the scenes, in the months leading up to the accreditors’ unannounced visit, to prepare for and receive accreditation status.

BUILDING MASTER PLAN – LEDGER WINGThe Board has commenced the implementation of its 15 year master plan with the construction of a new 28 bed “state of the art’ residential aged care accommodation. This $6M facility, known as the Ledger Wing, is scheduled for opening in October 2019. Its construction will allow for residents to be accommodated in more modern facilities and the eventual removal of the older style buildings.

In addition to the building master plan, the Board has developed a landscape master plan which will enhance the Cooinda surrounds to make them more inviting and generally provide a softer external environment for residents and visitors.

PERFORMANCEThe level of care to Cooinda residents continues to be at the highest level as measured against other facilities across Australia and New Zealand. This is driven by the dedicated staff culture reflected in the Cooinda values of excellence, respect and continuous learning. We are very focused on employing people with compassion and organisational culture that support the reputational excellence of Cooinda.

Satisfaction levels achieved by Cooinda include an overall resident satisfaction of 88%, family satisfaction of 85% and staff 90%.

AWARDS Cooinda “punches well above its weight” as a care provider operating in a Not for Profit environment. After collecting a number of significant industry awards last year Cooinda is currently a finalist in the Prime Super Awards: Excellence in Aged

Care and a finalist in Leading Aged Care Services Australia Award for: Outstanding Organisation - Victoria/Tasmania

STAFF COMMITMENTCooinda enjoys an enviable reputation in the community across all its services. I must acknowledge on behalf of the Board that this is directly due to the high calibre of staff, demonstrated at all levels, of their compassion, professionalism, commitment and loyalty to the Cooinda organisation.

FUNDINGCooinda struggles with the financial challenges of reducing government funding for operational needs and the lack of any capital funding to undertake an essential building renewal program. An example, the about to be opened new $6M Ledger Wing, received no government funding and was financed entirely by Cooinda and several generous benefactors. The trend in government funding is moving further and further to the model of “user pays”.

LOOKING FORWARDCooinda has now recorded its 50th year of operation which has seen it grow dramatically from its humble beginnings with the continued generous support of the wider Benalla community, to establish its reputation as the aged care facility of choice for both its residents and employees. The Board will continue to work hard and smart to continue this success.

Doug SmithCooinda Board Chairperson

FROM THE CHAIR 2018 - 19 REPORT


I would like to start my inaugural annual address by firstly acknowledging the out-going Chief Executive Officer, Ms Margaret Aldous. During her time at Cooinda, Marg has led the leadership team and staff through some significant positive changes, which have positioned the facility well for the future. From infrastructure to staff culture, she has developed the great platform upon which we stand today. She has worked tirelessly throughout her time and her commitment must be commended. On behalf of the residents, families, loved ones, volunteers and staff, thank you.

My desire to join Cooinda has been longstanding, having worked in the health industry across the north east of Victoria for several years. I have observed from a distance the progress and development of the facility, whilst also learning about the fantastic work delivered each day. Through the local media and radio, we learn snippets of the excellence in person centred care and the approach taken to link the inter-generational gap through projects like Let’s Find Your Voice and the Dementia Walk. Personally, I strive to be a part of an award-winning organisation that is making great achievements, providing outstanding care and changing the lives of both staff and residents for the better, in Cooinda I have found that place.

I have joined the Cooinda team at a time of major change both externally in the industry but also at a local level. There has been extensive media coverage on the Royal Commission into Aged Care, which highlighted some shocking practices by providers across Australia. This I am happy to say, is worlds apart from the high-quality care we deliver at Cooinda.

The first outcome of the review is a new set of Aged Care Standards and User Rights, which very much focusses on ensuring a positive consumer experience and the delivery of quality care. I am pleased to report that Cooinda has always operated with this focus and is very much the backbone of values that we live by each day.

As Cooinda celebrates its 50th year of providing quality care to the older generations of our community, we are looking forward to the next 50 years, with some exciting developments in the pipeline, starting with the opening of our new Ledger Wing later this year.

CHIEF EXECUTIVEOFFICER2018 - 19 REPORT


Further to this, the industry is suffering a significant financial strain due to the recurrent under funding of services over a number of years. This means that as a facility, the cost of delivering high quality care exceeds the revenue income, which is not sustainable. Another external change within the locality over the past year, has been the opening of an additional 120 bed aged care bed facility. This has of course created more choice at a local level; however, our waiting list remains strong and is a testament to the great services our staff and volunteers deliver and of our reputation within the community.

The increase in focus by the Commonwealth to expand home care package services has changed the presentation of resident’s acuity and service needs.

The horizon for aged care in general may look bleak; however, we are focussed on the present to address what impact market trends or influences may have on Cooinda. Our continued goal is to be the facility of choice in Benalla, delivering high quality continuum of care and be the employer of choice. An understanding by all parties as to the external changes, particularly from a financial perspective, is key to our success. The future of aged care funding will very much be a user pay system to shift away from, what is viewed as, the financial burden from the Commonwealth. Collectively, as a community and an organisation, we will continue to break down the red tape that exists within this industry and to be the example of what is achievable when we work together and support each other.

Looking back over the past twelve months, the year has been very successful. We have seen our new Ledger Wing flourish from a concept on a plan to the new corner stone of our facility for the future. The opening of the wing will help future proof Cooinda by meeting the ongoing needs of the local community. Once this stage of works is completed and we take occupancy, Stage II will commence. This will include the development of some additional residents’ rooms to replace the last of the hostel style accommodation, as well as some new administration areas.

As noted previously, our waiting list remains very strong for residential care and this is also reflected in our independent living units. The variety of styles, layouts and financial options make our units an ideal choice when looking for a supported living community, which has seen us continue to renovate and reinvest across the suite of properties.

In line with previous years, the level of satisfaction experienced by our residents, relatives and staff remains very high and details of which are in our Quality Report. These outstanding results further demonstrate and qualify the excellent standard of care and services we deliver across the facility.

We have continued to grow our workforce and strengthen our partnership with registered training organisation, The Centre. It is widely acknowledged, our staff and volunteers are our number one asset.

Without their dedication and commitment to

our residents and each other, Cooinda would

have a very different look and feel. Their love

and compassion changes bricks and mortar

into a home filled with joy and happiness.

Cooinda is very lucky to have such a diverse group of staff with a variety of skills and knowledge that complement and support each other.

This year, the flu season has been particularly nasty and with the high number of cases across Australia, it was only a question of time before it came to pay us a visit.

I was reassured to see our staff jump into action and take a proactive approach in aggressively managing the infection to bring it to a quick resolution. I would like to thank everyone involved for their work and understanding, whilst we enacted very stringent precautionary measures, which impacted upon families and staff.

is to be the facility of choice in Benalla, delivering high quality continuum of care and be the employer of choice.

OUR CONTINUED GOAL...


Although there has been a change at the executive level of the organisation, I have been extremely fortunate to inherit a dedicated and devoted leadership team, who collectively work untiringly to ensure we deliver the very best of care. This level of dedication by the leadership team, staff and volunteers, has again been acknowledged at a state level.

Cooinda became a finalist, for the second year in a row, in the Leading Age Services Australia (LASA) industry award for Outstanding Organisation Aged Care Service of the Year across Victoria and Tasmania. We were also awarded as a finalist in the Regional and Community Prime Super Excellence in Aged Care Awards.

I would like to acknowledge the Cooinda Board for their work over the past twelve months and our membership as a whole. As a volunteer board, they go above and beyond what is normally experienced, committing generous amounts of their time to provide wise strategic direction and sound governance to the organisation.

To our Cooinda Achievers I would like to express my sincere gratitude for your continued work and fund raising. Your work allows us to buy essential equipment and additional luxuries that make a big difference to the lives of our residents.

Finally, I would like to say thank you to our supporters, who include our residents and their loved ones, volunteers and our valued staff.Cooinda has a special place within the hearts of the people of Benalla and long may this continue, as we look forward to an exciting year ahead.

Warmest regards,Alex McKennaChief Executive Officer

Cooinda is very lucky to have such a diverse group of staff with a variety of skills and knowledge that compliment and support each other.


QUALITY OF OUR CAREThe collaborative role between care staff and residents, along with relatives and significant others, is vital to ensuring the best possible outcomes which is why this connection is given priority.

Families often express just how much it means to them to remain involved and consulted about their loved ones.

Medical support locally has enabled all residents to access regular reviews to ensure they are able to enjoy life and remain as well as possible. A strong focus on those residents living with particularly debilitating disease has seen an increase in access to specialist providers to help maximise their comfort and care. The critical role played by the Clinical Care Coordinators ensures the individual needs of each resident is monitored and addressed.

We have continued to offer short term respite, when available, giving people a break from their primary caring role. Future plans for respite is to offer high care beds when available, which is a change in the previous model of respite, where high care beds were held without respite until occupied.

Despite hypervigilance on the part of all, Cooinda has experienced two influenza outbreaks, both of which required careful management and a whole team approach. Every member of staff is commended for the way in which the outbreaks were responded to so promptly and effectively. The cooperation and patience of both residents and families enabled containment and helped to ensure the best outcome. The very proactive targeted approach to ensuring the majority of staff and residents were immunised helped greatly with minimising the impact of the outbreak and containing the spread.

Margaret DawDirector of Nursing

The past twelve months has been a hive of activity as the Ledger Wing nears completion and planning and careful consideration is currently being undertaken in readiness for the relocation of many residents.

The transition to the eight new standards for Aged Care has required some adjustment of current policy documents to reflect the even greater emphasis on increased consumer choice with regard to decision-making around care for themselves.

Education to all staff about the new standards was a focus and ensured that all had a clear understanding of the new directives introduced as of July 1 this year.

RESIDENTIAL CARE


STAFF EDUCATION AND RECRUITMENTMany of the staff have undertaken further study in order to advance their careers and Cooinda proudly supported them to undertake studies and meet placement requirements whilst maintaining their employment with us.

All are to be commended on their achievements. Cooinda has secured a grant to enable six staff to undertake study in Palliative Care on site and thus become mentors for other staff.

Registered Training Organisation, The Centre, continues to offer training to local students wishing to undertake Certificate III studies with the practical component of their course undertaken each week at Cooinda. Prior to commencing their training, each student is interviewed to ensure they clearly understand the values and expectations of all Cooinda staff and are welcomed personally to the facility. Upon completion of their training, many of the students apply to work at Cooinda, offering a job ready pool of care staff.

Recruitment of staff has been ongoing to ensure adequate levels of casual and permanent highly skilled staff are available to meet the needs of the residents.

THANK YOU AND WELCOMEI would like to thank the support of the Cooinda Board and in particular Clinical Governance Committee, which has provided close monitoring and oversight of all processes and care outcomes and given the assurance that a very high standard is maintained.

The intricate auditing processes around clinical outcomes has enabled identification of any areas where processes maybe strengthened.

The Cooinda Achievers fundraising efforts has purchased specialist equipment for a resident, which has enhanced the comfort of this person. We thank this dedicated group for their continued support.

I would like to personally acknowledge the leadership of our outgoing Chief Executive Officer, Marg Aldous and wish her a very happy retirement. On behalf of the Care Staff Team, I would also like to welcome Alex McKenna as the new Chief Executive Officer and look forward working with him in the future. Happy 50 years to Cooinda, a great milestone for all to celebrate!

My work experience at Cooinda gave me really positive insight into aged care.

I now undertake a day a week practical placement, while I study my Certificate

III in Individual Support. I just love older people and can see myself

in a caring role at an aged care service in the future.

School based trainee, Jacinta Hartung


Julie FolanQuality & Customer Service Manager

2018 / 19 QUALITYREPORT

As the aged care sector reforms continue, there is an increasing emphasis on new standards and greater emphasis on stringent compliance, overseen by the Aged Care Quality and Safety Commission (ACQSC). Cooinda underwent at least one unannounced visit during 2018-2019 financial year receiving very positive and encouraging results in particular in relation to consumer experience and satisfaction.

WHAT RESIDENTS DISLIKED THE MOST

• “The long distance to the dining “

• “Courtyard spaces are not inviting during building renovations”

• “Cooinda is a home away from home”

• “We have complete confidence in the care, safety and attention our mother receives”

• “The care extends to both myself and my family. My family have seen how well we are cared for”

RESIDENTS AND RELATIVES ON THEIR OVERALL LOYALTY AND RECOMMENDATION OF COOINDA

• “The love and care given to me by everyone, I feel safe and happy here”

• “Everything, its home”

• “Friendship and care shown by all the staff and the feeling of security”

WHAT RESIDENTS LIKE MOST ABOUT COOINDA

94% OF STAFF WOULD RECOMMEND COOINDA’S CARE AND SERVICES TO FAMILY AND FRIENDS.

93%Cooinda ranked 5th from 102 facilities with a score of:

Cooinda’s consistent, positive accreditation results, together with our residents and families positive feedback to the ACQSC assessors, is a direct reflection of the dedication of the entire Cooinda team.

The compliance process provides us with an important framework to ensure continuous improvement in the delivery our care and services. Cooinda takes great pride in being a leader in the provision of aged care services within our community. We continue to look at the way we do things and adjust to do things better. Over the past twelve months we have worked hard to maintain and nurture quality care and services with dignity and respect for our residents at the forefront of everything we do.

RESIDENT / RELATIVE SATISFACTION SURVEY In 2018, we conducted our annual resident / relative experience survey, which helps us to better understand and identify areas for improvement and level of satisfaction. Our resident and family happiness and safety is extremely important to us, to ensure we maintain this, we must be guided by resident feedback. The survey provided the opportunity for people to make comments. Comments and suggestions are very helpful and are be taken into consideration when planning improvements.

Staff would recommend Cooinda to family and friends as a great place to work.


Care approach: Staff interaction with residents - kindness, support and individual needs

91%

Cleaning and laundry

89%

Activities and lifestyle

85%

Maintaining community contact: Choice to come and go, contact with family and friends, community involvement

86%

Additional services: Hairdresser, newspapers, church service etc

Accommodation and living area: Personal living space/bedroom

89%

87%

Wellbeing and overall satisfaction

Meals and dining

87%

86%

Communication & social involvement: Being informed, having a say, mixing socially

87%

Autonomy and choice: Being able to make own choices

85%

STAFF SATISFACTION SURVEY MARCH 2019 Cooinda’s staff satisfaction survey was provided to all staff members, requesting their feedback. The results were outstanding, resulting in a score of 90% overall satisfaction and ranking 6th from 123 facilities Australia / New Zealand Wide.

When staff were asked why they would recommend Cooinda to others:• I have never experienced such a supportive, cohesive workplace, the entire

team has a common goal and that is to ensure best quality care for residents

• Cooinda is a winning facility with good vision and we are like a family.

• Cooinda is an inclusive, supportive and happy workplace with management that encourages input and discussion. The friendly, respectful care given to residents is outstanding.

The survey asks 38 questions to capture all aspects of staff satisfaction. Forty-two percent (42%) of the survey questions rated a score above 90% and the remaining 58% rated more than 85%

The survey provided the opportunity for staff to make comments, which are very helpful and considered when planning improvements.

Some of the comments noted are as follows:• “Consider a casual bank of back up staff”

• “Consider smaller living areas for people who live with dementia, for residents to feel more secure and staff would be able to watch over them better”

To the question regarding “What most dissatisfies” you about your work, some of the comments were:• “Not having more time with residents one on one”

• “The current office configurations”

When asked to comment on “What most satisfies” you about your work?” the results were very positive:• “The support for each other is like a second family – the relationships made

between staff and residents / staff to staff – person centred care”

• The satisfaction of delivering good care to residents and supporting families, making a positive difference to the lives of older people.


SOME HIGHLIGHTS AND NEW INITIATIVES AND OUTCOMES 2018 /19New Aged Care Quality StandardsAlthough Cooinda has a history of consistent, positive accreditation results, a working group was formed to ensure absolute compliance with the new standards being introduced on 1st July 2019. The group focused on resident dignity, choice and outcomes for residents and that Cooinda could provide evidence of their compliance with and performance against the new quality standards. The aim was also to ensure an overall understanding of the new standards and the level of care and services the community can expect from all Aged Care Facilities.

A huge amount of work was undertaken to ensure the new standards and expectation become imbedded into the delivery of care and services we provide.

Bridging the gapBridging the Gap is a program introduced for professional and non-career carers of people living with dementia, diversional therapists and interested others. The aim of the program is for participants to gain an understanding of the importance of

• Listening not only with the mind, but also with the whole body.

• Developing sensitivity to non-verbal cues, self-awareness and empathy.

• Engaging with people with dementia from the heart and the felt self.

The non-verbal communication facilitates a meaningful relationship, wellbeing and engagement in life for people living with dementia.

SERVICE IMPROVEMENT / POSITIVE FEED-BACK / COMPLAINTS IN 2018/19Feedback from our residents, their families, staff and visitors is actively encouraged and is key to our quality system. Our various surveys, open door policy, meeting schedules, service improvement forms are available to everyone and is a great way for all stakeholders to have input.

Suggestions for improvement – Sixty-three (63) suggestions for improvement have been received over the past twelve months and referred to the Quality Committee for review. Of the 63 suggestions, 55 have been actioned with good outcomes. Three of the suggestions were deemed unsuitable or not viable and five are pending. All originators of suggestions have received feedback on the outcomes.

Complaints – Six (6) complaints were referred to the Quality Committee and Cooinda Village Board. All were for minor issues and were addressed and actioned within a timely manner.

Compliments and positive feedback – Fifty-six (56) written compliments have been received in the past year thanking and acknowledging staff for their care and commitment to the residents. All relevant staff members have received acknowledgement for their efforts.

IN SUMMARY Despite the challenges of a changing industry, it is an exciting time to be in aged care with so much opportunity for growth and innovation. Cooinda is dedicated and committed to providing meaningful support and a positive, fulfilling experience for residents, families and staff.

When staff were asked to choose their main reason to work at Cooinda, “The reputation of Cooinda in providing high standards of care and services”


COOINDA IN THE HOMECooinda in the Home supports people who are over 65 years of age and choose to continue to live independently who receive a Commonwealth Home Care Package, are awaiting to receive a package or appoint Cooinda in the Home Fee for Service. There has been a steady increase in the number of people receiving its services through promotion and positive community word of mouth to include people living in the Cooinda Independent Living Units and the wider Benalla community.

COOINDA IN THE HOME FEE FOR SERVICECooinda in the Home, fee for service, initially commenced by providing meal delivery to people living in Cooinda’s Independent Living Units and slowly moved forward after researching the provision of other services people need to enable them to live a more comfortable life independently.

Cooinda in the Home is a non-Medical service, which does not require an aged care assessment. The service is designed to meet the needs of community residents over the age of 55years, by providing :

• Meal Preparation • Home care • Personal Care • Transport • Shopping • Minor Home maintenance

Cooinda in the Home has supported ten clients throughout the year, consisting of six people living in the Benalla community and four people living in Cooinda’s Independent Living Units.

Over the 12 months, staffing has increase from initially one staff member to now employing three permanent and two casual PCA staff. The Cooinda Kitchen supplies between 13 and15 meals daily, delivered to residents living in the Cooinda Independent Living Units.

A letterbox drop promoting Cooinda in the Home was conducted over the past twelve months. This promotion and word of mouth has resulted in an increase in enquiries, with a view to growing the number of people supported into the future. Future increase in services include gardening services and small maintenance tasks and possibly more meals delivered to the community.

HOME CARE PACKAGESOver the past 12 months, the Commonwealth as continued to encourage people over the age of 65 years to remain living independently for as long as possible by increasing the number of Home Care Packages released.

Cooinda’s case managers, Melanie Kelly and Jacqueline Cox meet with potential Home Care Package clients to discuss their needs and match services that will be of most benefit to assist them to remain living independently for as long as possible.

This increase has seen Cooinda double the number of packages it case manages to 21 during the year, as promotion of the service and positive word of mouth in the community spreads.

Melanie Kelly Jacqui Cox Jeanette HarrisCase Manager Case Manager Cooinda Fee for Service


A lot of living, for

everyone at Cooinda.


HEALTH AND WELLBEING

Our Health and Wellbeing team are compassionate, caring and generous in their dedication to improving the lives and feelings of wellbeing in the people in our care. Their busy program of activities offer a wonderful blend of fun and entertainment, gentle exercise and social connection which brings ... a lot of living, to everyone at Cooinda.

• The ‘Cooinda Instant Restaurant’ continued to be very popular and successful. Each month, four residents are invited to share a special restaurant style lunch with two guests.

We’d like to thank everyone in the Pink Team for organising such a special lunch and beautiful time with our father at the Cooinda Restaurant. It was lovely to have a special restaurant style meal and family time, just as we used to when dad could venture out.

• Cultural days, held regularly, included: a day of national significance in an overseas country of birth of a resident, a football grand final or celebrating the past, where music and clothes from the era are enjoyed. These events are a lot of fun, with residents planning their outfits in advance.

• Take away lunches, introduced during the year as a result of a suggestion from residents, have proven a very big hit with fish and chips in paper on more than one occasion and Chinese.

• Our Pink Team plan and deliver social activities, which help maintain a residents connection with community. Cooinda hosts students from kindergarten children through to secondary school age, which brings joy and wellbeing to both students and residents and bridges the generational gap.

• Waminda House HOCUS group applied for a grant to purchase iPods, headphones, loaded them with music our residents enjoy as well as USB sticks with old time movies.

• Spring Social Dance, held anually in Seniors Week, brings the wider community together including other aged care facilities

• Mens shed runs weekly with the assistance of volunteers.

• Bus outings most weeks included visits to Scrap Art Festivals at Swanpool, Wall to Wall Art in Benalla, the silo art and scenic drives

• Red Cross volunteers raised money for local charitys through our Wool winders group

• BPACC movies and performance, Benalla Street Festival, C.E.M’s: Cooinda, Morrie Evans and Estia meet monthly to share activities

• Cooinda Australia Day Awards: where residents, volunteers and staff are recognised

• Companion program aims to reduce loneliness and social isolation for people living with Dementia.

• Memorial Services are held to celebrate the life of a person living in Cooinda who passes away

• Hairdresser and Kiosk are popular on-site services offered to residents

VOLUNTEERSWe sincerely thank all our wonderful volunteers for their continued generosity in offering their time and skills to assist our residents, ‘man’ the kiosk and support our busy activities program is very much appreciated.

Thank you also to all the volunteer entertainers, singers and groups that perform at Cooinda throughout the year. We again thank the Red Cross for their continued support of Wool winding, the Benalla Churches clergy for conducing regular church services at Cooinda and our residents who volunteer and their families.

A very special thank you to the Health and Wellbeing Team. You’re considerate, diligent, always cheering up everyone. I’d like to especially mention the outing to Clydesdale ‘Arunga’ Park, dad was elated. Thank you for arranging on a day that suited dad, so he didn’t miss out. Also thank you for arranging the Silo Art tour and a special doggy day with ‘Miss Daphne’.

Carol Chay Health and Wellbeing Team Leader


Walk and Wake Up To Dementia

Cooinda held its second dementia walk event during dementia awareness month on Friday 21st of September,

2018 at the Benalla Botanical Gardens. The lakeside walk was a great success with over 350 people walking. The

community walk was officially opened by Mayor Scott Upston and participants enjoyed a talk from Dementia Australia before

the walk followed by hanging up their written thoughts in the Your Memory Matters tent.

COMMUNITY ANDEVENTS

Benalla Street Parade Cooinda residents, volunteers and staff joined the Benalla Street Parade on Saturday 10th of November, 2018. This year’s theme, Our Backyard, brought lots of ideas from residents, who enjoyed taking a step back in time, when the ‘outdoor dunny’ was a household name. Cooinda again won an award – Best Float Entry and best of all everyone had a lot of fun!

18 Cooinda - A lot of living

Let’s Find Our Voice Footloose clipOctober saw Cooinda’s residents and Year 7 FCJ College students go ‘Footloose’. Running off the back of a very successful Let’s Find our Voice concert, the friendships that bridge the generations continued with the production of Footloose, which shot to stardom resulting in over 300,000 people viewing the clip worldwide and attracting state-wide media attention.

VICTORIAN REGIONAL ACHIEVEMENT AND COMMUNITY AWARDS:

Prime Super Employer Excellence in Aged Care Awards Finalist Cooinda was awarded a finalist in the Victorian Regional Achievement and Community Awards in October 2018. The Prime Super Employer Excellence in Aged Care Awards recognised Cooinda contribution towards its staff, including supporting further education, the Harry Williams Scholarship,in house leadership training, the delivery of mindfulness and development of a positive team culture.

celebrating Cooinda’s community connection

LASA Awards Finalist

In February 2018, Cooinda became the Victorian/Tasmanian winner of the LASA Outstanding Organisation

Excellence Award. For a second consecutive year, in February 2019, Cooinda was again recognised for its

leadership, innovation and excellence in the provision of high quality care by becoming one of three finalists.

19A Year In Review 2018 - 2019

INDEPENDENT LIVING UNITSOCCUPANCYEight (8) units changed occupancy over the last year, all units have had some level of improvement completed prior to re letting. Upgrades range from new floor coverings, to re painting and in some cases new kitchen installations.

As the construction of the new 28 room high care ‘Ledger Wing’ continues, Cooinda has retained two units on Central Avenue adjacent to the building works to accommodate the construction site office and Building Services Team, People and Culture Manager and Marketing and Projects Coordinator.

Once the Ledger Wing is completed, these units will be refurbished and ready to be repurposed.

INDEPENDENT LIVING UNIT RESIDENT SURVEYIn 2019, Cooinda again surveyed its ILU residents to gauge satisfaction within the community resulting in 78% response rate with very positive results.

100% feel safe within the Cooinda Community

100% find the staff agreeable and friendly

84% score Cooinda highly when asked would they recommend to others

Ninety-eight (98%) said they have no regrets about moving to Cooinda, and cite the continuum of care, confidence knowing they have 24/7 nurse call, the convenience of home care service delivery and feeling safe living within the Cooinda community.

“Management have been wonderful to me, as have the staff I volunteer with.” “A good community spirit, I feel safe and secure in a friendly community.” “I love living at Cooinda, nice and clean and caring.”

The survey will be held annually to measure the satisfaction of ILU residents and ensure Cooinda continuous improve of services.

COOINDA INDEPENDENT LIVING UNITS – A CONNECTED COMMUNITYThe Independent Living Unit residents continued to enjoy a full program of social activities throughout the year, with The Hub well patronised as a central meeting area. Snooker mornings and challenges, regular dinner and other gatherings, informal catch ups around the BBQ and craft mornings were regular events on the monthly program, as was the monthly lunch bus outing, which continued to prove very popular.

Cooinda’s Independent Living Units (ILUs) remained a popular choice with singles and couples downsizing and wanting to join a friendly and secure community.


LEDGER WINGAfter several years of planning and budgeting, our new 28 bed high care wing, officially named Ledger Wing, commenced. Following a competitive tendering process, local Benalla firm Landmark Construction Group, was awarded the contract. A building permit was issued on 10th of September 2018 for two stages. The first stage was successfully handed over pre-Christmas and consisted of a renovated dining room and serving kitchen for Alice Goulding Wing. Stage II, the Ledger Wing proper, has run smoothly with the builders on track to meet their contracted completion date of 30th August 2019. Following handover, Cooinda will be undertaking the soft landscaping in-house with our qualified outdoor staff working to approved plans.

It is with thanks that we received several philanthropic financial grants to assist with work on the project, including:

• Installation of room covering overhead lifting system to every bedroom including associated portable lifting machines

• Adjustable King Single Beds with pressure relieving mattresses

• Purchase and installation of a dedicated aged care friendly bath and lifting hoist.

• Landscaping of the wing.

STAGE IIPlanning for Stage II of the Building Master Plan has been developed in the background for many months and will begin to take priority as the Ledger Wing becomes functional. This stage will focus on replacing the last of the old hostel style rooms and bring a much needed improvement to Cooinda’s spread out administration functions. A new centralised reception hub with simplified access to the high care facilities and key managerial staff will benefit the people that live, visit and work at Cooinda.

LANDSCAPE ARCHITECTEarly in 2019, the Cooinda Board adopted a Landscape Master Plan developed by Liesl Milan Landscape Architects for the entire Cooinda site. This has given us a clear direction when we are looking to improve and further progress the attractiveness of Cooinda as a whole.

TRAFFIC MANAGEMENTWith the construction of the Ledger Wing and recommendations contained in the Landscape Master Plan, we are looking at the way vehicular traffic operates across the site. It is a complex arrangement with the residential care facility contributing to a considerable amount of traffic internally, as well as care package clients living independently and receiving in home care.

STORM WATER MANAGEMENTA study has been commissioned to identify reasons for, and provide solutions to minor flooding events associated with Cooinda’s internal road network.

On behalf of the Leadership Team, I’d like to thank all staff for their continued efforts in maintaining and improving Cooinda’s built environment.

David MorrowBuilding Services Manager

BUILDING SERVICES


Operating Revenue for the year was $8,814,145. This was a 5% ($455,872) increase on revenue from the previous year. This was predominantly due to the increase in Government funding of 8%, mainly as a result of an increase in the number of Home Care Packages we service.

Expenditure for the year was $8,666,486 which was a 6% ($468,405) increase from the previous year. Wages increased by 5% this was attributable to the agreed EBA increases as well as a 6% increase in rostered hours. Medical and allied health expenses increasing by 22% due to increasing acuity and the increase in Home Care Packages.

Interest income for the year was $545,745 as compared to $512,400 in 2017/18. Cooinda Village’s cash holdings decreased marginally and interest rates began to drop, although our weighted average interest rate remained the same as last year at 2.38%.

Net surplus from all activities was $693,404, which was a marginal increase of 3% from the surplus of $672,592 last year.

CASH FLOWSOur net cash outflow for the year was just over $364,274, which was a good result considering the significant capital expenditure constructing the Ledger Wing during the year.

As reported in the cash flow statement, our net increase in cash from operating activities is $682,087.

Cash used for building development and equipment purchases was $4.75 Million

Net cash provided from financial activities including interest, receipts of accommodation payment and lease premiums and grants was just over $3.7M.

Total cash and cash equivalents as at the 30 June 2019 was $21.9M.

FINANCIAL POSITIONOur balance sheet shows our total assets have increased by just over $3.7M to $46.3M In the same period, our liabilities have increased by $2.8 to $24.1M

Our total equity has increased by 4% to $21.8M.

SEGMENT REPORTINGResidential Aged CareThe income for the Residential Aged Care was $7,180,178, while expenditure was $7,263,533, providing a deficit from operations of $83,355. Interest income attributed to the aged care operations was $262,857 providing an overall surplus of $179,502. This was significantly down on last year’s result of $304,474.

Home Care Packages/Cooinda in the HomeDuring the 2018/19 year, we experienced a significant increase in the number of packages we manage, totalling 21 at the end of the financial year. As well as administering packages, we also continued to develop Cooinda in the Home Fee for Service. Income for the year from these two programs was $478,134 a 96% increase from last year. Expenditure was $333,374, resulting in a surplus of $144,761.

Independent Living UnitsThe income for the Independent Living Units (ILU) was $1,155,833 while expenditure was $1,069,579. The surplus from operations was $86,254. Interest income attributed to the ILU operations was $282,888 providing an overall surplus of $369,141 for the ILU operations.

Cooinda Village has again achieved an overall positive financial result, reporting an operating surplus of $147,660 for the 2018/2019 financial year. This result is slightly lower than last year’s result of $160,192.

Cameron GrayFinance Manager

FINANCIAL REPORT


OUR SUPPORTERS

E MelgaardH & F DennisJ GreenwoodS PrynI BanfieldF BeggsB RoeM WalsheJ GourleyA KennedyR & G CheethamWE & EA GibsonG CampbellL & J WalkerN ShanksD & C MorrowS & M Cianstar

B & A StevensonL GloverU McMasterS WartonV NicholasMobbs FamilyB WatsonG IhleGPryorG MitchellH MitchellA MongerJ GreenwoodL & M HollandM CakebreadBurge FamilyR & M Stone

Ian Rolo Currie Est Trust Foundations

Foundation for Regional and Rural Renewal – Caring for Ageing and Rural Australians

Ledger Trust

Fred and Gill Avril

Benalla Rural CityB & J ParrisEstate of Joan GilchristEstate of Max Wright

Over $10,000

Over $1,000 - $10,000

$100 - $1,000


1-35 Kilfeera Road Benalla Victoria 3672

03 5761 3300

[email protected]

www.cooinda.org.au

a year in review 2018-2019 - cooinda...let’s find our voice concert, following the 2018 very...

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