AnnuAl RepoRt2013/2014

COnTenTSAbout Us . . . . . . . . . . . . . . . . 2Amana Living Service Locations . . . . . . . . . . 3From the Chairman . . . . . . . . . . . . . 4From the CeO . . . . . . . . . . . . . . . 5

Customer ServiceHelping Customers through the Maze . . . . . . . . 6

Home Care and HousingAmana Living Pilots Consumer Directed Care . . . . . . 7An Independent, Active Life . . . . . . . . . . . 8Home Care Team Adapts to Growth . . . . . . . . . 9Future-proofed Housing on the Drawi ng Board . . . . . 10Treendale Thriving as Stage 3 Gets Underway . . . . . . 11

Dementia Servicesnew Dementia Hubs emerging . . . . . . . . . . 12every Case is Different . . . . . . . . . . . . 13Support Service Doubles Capacity . . . . . . . . . 14How One Family Used Our Service . . . . . . . . . 15

Transition CareBridging the Gap Between Hospital and Home . . . . 16-17

Residential CareFocus on Skills Brings Benefits . . . . . . . . . 18-19

enrichmentLifestyle Program enriches More Minds, Bodies and Souls . . 20A Meaningful Life . . . . . . . . . . . . . . 21

Our Peopleevery encounter is an Opportunity . . . . . . . . . 22Living the 3Rs . . . . . . . . . . . . . . . 23Volunteer Recruitment Steps up . . . . . . . . . . 24A Ray of Sunshine . . . . . . . . . . . . . . 25

CelebrationSuccess Recognised in Industry Awards . . . . . . . 26700 Years of Service . . . . . . . . . . . . . 27eco Consciousness Spreads . . . . . . . . . . . 28Staff Raise Thousands. . . . . . . . . . . . . 29

GovernanceA Year of Progress . . . . . . . . . . . . . . 30The Amana Living Board . . . . . . . . . . . . 31

FinancialsWhat we earn and spend . . . . . . . . . . . . 32What we own and owe . . . . . . . . . . . . 33

Supporting UsWays You Can Support Us . . . . . . . . . . . 36Thank You . . . . . . . . . . . . . . . . 37

Photos by Leon Shaffer, unless otherwise stated

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ABOUT AMAnA LIVInGestablished in 1962, and a part of the Anglican Community, Amana Living is one of Western Australia’s largest not-for-profit providers of aged care, accommodation and support via:

• 13 residential care centres • 17 retirement communities• Two transition care sites• Home care services to support those who choose to remain in their own home • Dementia services to support those living with dementia and their carers• Three dementia-specific day clubs

OUR PHILOSOPHY OF CAReWe strive to enrich the mind, body and soul of those we serve by:

• Generating a sense of passion and energy about people living their life to the full;• Creating genuine choices so that people can live life in a meaningful way, reflective of their

preferences and individuality;• Creating opportunities for people to stay connected with past friendships and to develop new ones;• Always involving and consulting people in decisions that affect them;• Creating opportunities to improve and restore physical abilities and mental agility so that people

can keep fit, active, involved and independent wherever possible;• Providing excellent clinical and health care in all circumstances;• Supporting people to explore and develop their spirituality;• encouraging and acting on feedback to improve care and services.

About us

About Us

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Kinross Care CentreKinross Day Club

Care Centre Dementia Specific Respite Care Extra Services

Transition Care Day Club Retirement Living

Lady McCusker HomeLady McCusker Village

Moline HouseMoline Village

James Brown HouseCatherine King Day Club

Peter Arney HomePeter Arney Village

Lefroy HostelLefroy Day Club

Frederick Guest HostelFrederick Guest Village

St Francis Court

St George’s Home

Riley House

Le Fanu CourtSt Mary’s Close

Parry HostelParry Village

Hillandale Village

Thomas Scott HostelThomas Scott Village

Hale HostelHale Village

Dorothy Genders Village

Transition Care Cottesloe

Transition Care Mosman Park

KINROSS

KARRINYUP

COTTESLOE

BAYSWATER

SALTER POINT

BULL CREEK

COOLBELLUP

CAMILLOROLEYSTONE

OSBORNE PARK

SHENTON PARK

MOSMAN PARK

Perth Metropolitan Area: Regional Centres:

Key

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AUSTRALIND

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Treendale

CCRLR Edward Collick Home

Muschamp Village

LESMURDIE

SOUTH PERTH

DUNCRAIG

INGLEWOOD

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AMAnA LIVInG SeRVICe LOCATIOnS

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services are repackaged to give the consumer a choice over how to direct their funding. We expect this to result in a more customised service delivery. Funding changes and the requirement for more transparency in pricing have presented staff with an additional workload to ensure we were ready to comply from 1 July. This was achieved with great skill and efficiency.We made strong strategic gains during the year, progressing our new service entry and quality control systems, winning a significant tender to deliver transition care and therefore become a major player linking the acute and aged care sectors, and in pursuing and enhancing our standing as a dementia services provider of excellence.Our dementia vision is bearing fruit as we work on the creation of two dementia services centres in the northern and southern metropolitan regions. These will include not only residential, respite and transition care, but a raft of other services that promise to deliver much-needed and rapidly growing support.In housing, we continue to innovate, with great creative energy going into concepts for the future of over-55s housing in WA. A lot of work has been done in the context of our Cottesloe site, while remembering the needs of those who struggle to find affordable accommodation.I commend this annual report to you all. I offer my sincere thanks to my fellow Board Members, to CeO Ray Glickman and his management and staff team and to everyone in the Amana Living family – residents, clients, families and supporters.

Steve ScudamoreChairman

I have been associated with Amana Living for some three years now and fittingly I’ve learned three important lessons. The first is how rewarding aged care is. Many members of the general public are a little bit scared of the sector. However, once you’ve been around it for a while, you see organisations like Amana Living making a positive difference to how so many older people live the second half of their lives.My second lesson, coming as I do from a corporate business background, is that in a sector where the margins are very thin, progress has to be fought for every step of the way. In our funding environment, we must work relentlessly to strive for continuous improvement and can only innovate and develop new service options in an incremental fashion.Finally, my third lesson is paradoxically that aged care is also the same as other business sectors in many respects. Paramount amongst those is the importance of strategy. Through its strategy work, Amana Living is clear where it wants to head and is therefore well-positioned to take up new opportunities as they present themselves.All of my three lessons are reflected in the performance of Amana Living during 2013/14.We continued to bring support and joy to many older people living in the broad community, in our retirement villages and in our residential care centres. I congratulate our dedicated and skilled staff on their efforts.Throughout the year, we worked tirelessly to overcome many challenges and came through them all as a stronger organisation from a quality and financial perspective.We are well prepared to meet the new and welcome demands of consumer directed care, as home care

From the Chairman

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Residential care faces ongoing budgeting constraints. It is an area of our business that has required close scrutiny to improve efficiency while maintaining excellence in care. A restructure of staffing in three high care sites has proved successful in streamlining work processes and concentrating expertise where it is most effective. The decreasing viability of small low care residential facilities presents a further challenge as government funding is redirected towards those with higher and more clinical care needs. We have experienced this first hand with the forced closure of our Mosman Park facility – Dorothy Genders Hostel. By the time the Board took the decision at the end of 2013 to close the hostel, the majority of residents had higher care needs. The hostel size limited the level of care that could be provided for these residents without the economies of scale offered by larger homes.It was pleasing therefore to be able to prepare the facility to provide transition care for older people needing help to recover from a hospital stay. Transition care is funded differently, which means a facility of this size can be viable for this type of care. This meant that we were able to adapt the old hostel building to accommodate the suite of care services required by the program.In all, Amana Living was awarded 65 transition care places by the WA Health Department, catering for a mix of frail-aged, older adult mental health and dementia clients. These are spread across two service locations, employing an additional 67 staff.This opportunity furthers our commitment to providing dementia-specific services and restorative care. Our excellent clinical care team is relishing the chance to develop a brand new line of services. none of the growth and innovation we have seen during 2013/14 would have been possible without the extraordinary care and dedication of our front-line staff – not to mention the skill and determination of our senior staff to make things happen. I salute them all.

Ray GlickmanChief executive officer

The 2013/14 year presented some exciting opportunities for Amana Living to capitalise on our expertise and develop services in areas of need.Keeping older people in their own homes fits with our belief in maintaining health and independence at every age and stage. Amana Living has been at the forefront of helping older people to remain living independently for as long as possible. Our home care team has worked hard to streamline as we expand, increasing efficiency and customer satisfaction. This has been a challenge for a system that is logistically complex and totally dependent on getting the right people in place at the right time.Support for people living with dementia is a specialist area that our dementia services team is well qualified to tackle. We know that carers of people living with dementia are experiencing increasing strain as they struggle to keep their loved ones at home. We are delighted to have expanded our partnership with the McCusker Charitable Foundation to double the capacity of the McCusker nurse Service, which is dedicated to supporting those carers. The next step is expansion into regional WA.As we grow our dementia services, the 11th hour decision by the Federal Government to axe the Dementia and Severe Behaviours Supplement delivered a severe blow, at a time when we had finalised our 2014/15 budgets. The supplement was paid to providers of care for people with severe behavioural and psychological symptoms of dementia. Cutting this funding displayed a serious disregard for the wellbeing of those people, curtailing the capacity of aged care providers to deliver the complex care required.

From the Ceo

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HeLPInG CUSTOMeRS THROUGH THe MAzeAmana Living’s new Customer Service Centre has been created to help customers navigate housing and care options more easily, and transition seamlessly between services. The restructure is based on three years of internal research into the quality of our customer service.Stepping into the aged care sector can feel like entering a maze. There are many different types of services on offer, each with its own eligibility terms and fees. People who come to us may be browsing for low-level support at home and retirement lifestyle options. Or they may be long-term Amana Living customers looking to change their living arrangements or acquire extra services.Often, families come to us at a time of crisis, when a loved one’s health is declining and they urgently need some form of long-term residential care. This can be a sad and difficult time for them, when confusion is heightened by stress.

easing the confusionBefore the Customer Service Centre was established, Amana Living’s three main divisions – housing, residential care and home care – were each managing their own admissions process and customer service separately. This resulted in duplication of processes, and a lost opportunity to combine services or move customers smoothly from one to another.We have now brought our customer service and admissions staff together in one location, with a central contact phone number. The result is our new Customer Service Centre, based in Cottesloe. The staff there are employed to ease confusion by exploring the options with each caller, helping them to select the package best suited to their needs, and stepping them through the admission process.This personalised support enables customers to move more easily through different phases of care. Ideally, they come to us well before reaching crisis point. They may start

with services delivered to them in their own home, possibly combining this with a move into a supported retirement community. Later on, we may help them access dementia-specific support services and eventually move to residential care when their needs become more acute.

Aiming higherThe customer service team is continually striving to improve processes. Calls into the Customer Service Centre are recorded so that we can review our performance, leading to training and coaching to ensure the service is of the highest quality. We are also ensuring greater consistency in the information supplied to callers.A new customer relationship management program will make the customer experience even easier, removing the need to provide information more than once, and enabling staff to have all details at their fingertips.A new Amana Living website, due to be launched during 2014/15, will provide easy navigation to help the user understand the options available to them.When all of these quality control and customer information measures are in place, we will engage mystery shoppers to test our customer service processes. The results of this test will help us to further refine the Amana Living ‘front door’ experience.

A one-stop Customer Service Centre allows people to access our services by phone, online or in person, while facility managers and coordinators at our sites handle local enquiries. All points of access are under scrutiny as part of our ‘front door’ project.

Customer Service

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AMAnA LIVInG PILOTS COnSUMeR DIReCTeD CAReFrom July 2015, the way that aged care packages are offered to clients will change to consumer directed care – referred to in shorthand as CDC.We are pleased to be at the forefront of CDC implementation. In 2013/14 Amana Living was one of the participants in the national pilot program, and we have expanded this to a total of 30 care packages. We are now developing a menu of services to support the new approach.CDC encourages clients to have as much involvement in decision-making about their services as they are comfortable with, helping us to achieve the best outcomes for them.Under the current system, a client tells us what services they would like to receive, we look at their needs and the services that we offer, and put together a package to meet those needs. Under CDC, the client can be strongly involved in setting the goals that they want the service to achieve for them. We keep them informed, through regular financial statements, about how much money is available to them, and they have much greater flexibility in how they spend the money to achieve their goals.Providers like Amana Living become problem solvers, connecting clients with services and resources. This is where the menu of services comes in: the client effectively

picks and chooses which combination will fit within their funded budget. They are also free to select external services, provided they fit the guidelines. As the holder of the client’s funding, Amana Living then pays the service provider they have chosen.The trial showed that people who are younger, or who have an active carer in their lives, tend to be more interested in the CDC approach. Other clients want us to fully manage the care package for them, as we have done in the past. We respond to the level of decision-making each person feels comfortable with: if they want less involvement, we do more of the managing.This approach allows us to be more creative and collaborative in delivering a truly individualised service package.

Preparing for the changeThe structure of our home care service has had to become more flexible to respond to the CDC approach.This has included reorganising our accounts processes so that we can regularly provide to each person the full details of their funding budget. In addition, team leaders have greater connection with support workers to assist them in responding flexibly to their clients’ needs, and clients now have a consistent point of contact, their service coordinator, who is aware of their situation and requirements.Amana Living has a strong commitment to consumer feedback and responding to the needs of the individual. The new, competitive CDC environment fits with this commitment, and will challenge us to remain highly attuned to customer and staff satisfaction.

CDC in actionA 78-year-old client, was feeling quite isolated. He was a passionate fisherman in his more agile days, and was very keen to go fishing again. This became his care goal, so Amana Living found a private support worker with the required skills and qualifications, who is also an experienced sailor and fisherman. The support worker is able to provide just the service required – regular fishing trips. As a result, our client is out and about, being active and doing what he loves – a great outcome from a consumer directed care choice! Without the flexibility to respond to individual need, and allow the customer to choose how they allocate their funding, this option might not have been considered.

Home Care & Housing

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Bob Makeham has clocked up 22 happy, independent and active years at Amana Living’s St Francis Court retirement community in Inglewood. He is a great example of a resident who also makes the most of the home care services we offer, allowing him long-term independence in his own home.“Where else could an 82-year-old have a bus out the front that goes into town several times a day, and a doctor and a supermarket five minutes away?” he asks. “An Amana Living support worker takes me shopping each Tuesday, and another visits me on Mondays for a chat and to clean my place.”Bob’s wife died in 1990. He coped alone for a while but when he was 60 and working night shifts as a security officer, he returned from work one morning to find that his home had been broken into. “I talked about this to a chap at work, and he said I should have a look at Anglican Homes in Inglewood, which is what Amana Living was called then.

Within about six weeks I was in here, and it’s the best move I ever made. I’ve been looked after all the time. every person in charge here has been very good. If there’s any problem, it’s fixed straight away. “I consider myself extremely lucky because we have everything here that a person who is mobile could need. It’s such a pleasant area and the unit is big enough for me. I’m a lucky little vegemite!”Bob has been enjoying outings with Amana Living for 12 years, more recently in the Kites program. “We go to different places, like Kings Park or Fremantle. We’ve been to northam for lunch, to Gingin and to Toodyay a few times and had a look through the gaol.“I also go on sightseeing tours, like a drive into the hills, with lunch at a hotel or restaurant along the way. I like the outings. I have good company and I’ve been to lots of places I wouldn’t have thought of going to. I’m a very fortunate bloke. I feel I’ve been blessed.”

Bob Makeham says he feels ‘blessed’ by his independent, active life at the Amana living retirement community in Inglewood, St Francis Court.

St Francis Court is a thriving community providing subsidised single and double units in a five-storey building. The large community hall has recently been refurbished, thanks to a generous donation from the John and Beryl May Henderson Foundation managed by Perpetual. This facility provides a social hub for residents, a venue for special events, and a place to enjoy activities like dancing and fitness classes.

An InDePenDenT, ACTIVe LIFe

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HOMe CARe TeAM ADAPTS TO GROWTH

Home care is a big logistical business for Amana Living – delivering 4,200 services on average each week into people’s homes. And it’s set to grow more as demand accelerates.Multiple factors are driving growth and demand for our home care services. First is that people are increasingly choosing to stay in their own homes as they age. Also high on the list is a government funding shift from residential care to home care.Older people with low-level care needs can now have these met through home care services, whether they are still living in the family home or have moved to a retirement community. Amana Living receives funding via the State Government through HACC (Home and Community Care) to provide specific services, such as social support and domestic assistance. We also receive Federal Government funding for care packages. These provide a coordinated approach to offering a range of services, such as nursing and personal care. We are now at full capacity for all of these funded packages and will need increased funding to meet the growing demand.

A reliable, consistent service The two things our home care clients most value are having a reliable service provided at a regular time slot, and the same support worker coming to deliver that service each time.As our service expands, it becomes increasingly challenging to keep track of the needs and schedules of all our home care clients and support workers.We have therefore been working on the installation of a new client management system, due to be operating by the

end of 2014, which will make rostering easier. An important feature is the ability to communicate rosters directly to support workers via smart phones, and to notify them immediately of any changes. This will enable us to continue to maintain the reliability and consistency that our clients have come to expect and value, and to respond quickly to client requirements.

Social support relaunchedAmana Living’s innovative social support program for HACC-funded clients was relaunched in 2013 and given a new name, Amana Living Kites.Research suggests that if someone feels better about themselves, they’ll be stronger, more resilient and more likely to support themselves for longer. This is the motivation for the Kites program.The kite represents freedom, fun and activity, which is what the program provides for clients who are social and enjoy getting out and about. Once people get to know one another through Kites, they often feel more confident to meet up independently, and some very successful, long-term connections have been made this way.Others prefer to participate only in Kites outings and events, enjoying the security of having staff on hand to assist, plan and manage the outings. We are discussing with Curtin University the potential for research to measure the impact of Kites.

Some of the Amana living home care office team, led by GM Home Care and Housing Maria Davison (front, second from left): the team has grown considerably and undergone a restructure to better support clients and service providers.

We delivered 220,593 hours of home care to 1,423 clients in 2013/14

On 30 June, 164 support workers were delivering care

Kites had 70 participants in 2013/14

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easy movement. Communal space within the complex, reminiscent of the village square or local retail precinct, assists residents to live comfortably while remaining active and connected. The designers are also looking to harness the benefits of sunlight and outdoor living by incorporating terraces, balconies, big overhangs, lots of glass and lots of light in all spaces.

Better housing for allWhile Ray Glickman believes WA is ready for new over-55s housing concepts such as this, the Cottesloe development targets the more affluent market. Providing the same level of support, facilities and community connection for people with lesser means is more of a challenge. Mr Glickman said: “If the Cottesloe development comes to fruition, it will help to create additional surplus that Amana Living can reinvest in housing for the less wealthy. Yet this won’t be enough – more funding is needed to provide adequate housing for older people.“We need to create dwellings of a more modest size in the inner city and inner ring areas. This does not just mean building more apartments. We also need smaller lots to accommodate older people at more human ground level. To achieve this, we will need to further reform the town planning system.”Mr Glickman is collaborating with Aged and Community Services WA and the Department of Premier and Cabinet to look at better housing supply and town planning processes.

FUTURe-PROOFeD HOUSInG On THe DRAWInG BOARDFollowing the closure of Sundowner Village and Hostel on the Amana Living Cottesloe site, planning is underway to develop the site for high quality over-55s housing. The thinking behind the new development is to create an environment that allows ageing in place. In other words, residents would be able to stay in their own apartment towards the very end of life, while coping with the extra challenges that ageing brings – thus ‘future-proofing’ their homes.Following an invitation to tender, Amana Living chose to work with Marchese Partners, who have partnered with Perth-based Buchan Group. Marchese Partners have experience in developing housing for older people that blends individuality and independence with a strong sense of community and connection.Marchese Partners’ own research has revealed a common theme in seniors’ housing around the world: a desire for reconnection with communities. They found that many over-55s complexes have been built away from urban areas and are proving unsuccessful for this reason. Urbanisation of seniors’ housing is therefore on the increase, enabling access to existing communities and services. Ray Glickman said: “Building spaces that heighten wellbeing, innovating to integrate those spaces with supportive communities, creating options for differing needs – these are all on the agenda for forward-looking housing providers.”Mobility is inevitably a significant issue as people age. Spaces should ideally be accessible whilst allowing for

Concept drawings of kitchen (above) and sitting room (below right) show the spacious, airy design envisaged for the proposed Cottesloe development.

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Amana Living Treendale in Australind is growing into a lively community of active over-55s. Stages 1 and 2 of the lease-for-life village are now completed, with 25 villas occupied. Stage 3 is currently under construction and the next 16 homes will be available progressively from January 2015. There will be a total of 114 homes when the development is finished.The intention of the quality housing development is to provide affordable options for people who live in the south-west and want to stay there, or are looking for a tree-change from city life. A lively community has evolved already at Treendale, characterised by active over-55s who are determined to live the second half of their lives with gusto, creating a genuinely caring community that knows how to have fun.Some of the Stage 3 houses will have views of the bowling green or landscaped garden of the iconic leisure centre, known as The Club, which has contributed greatly to Treendale’s vibrancy and helped to attract buyers in a slow market. The Club includes indoor and al fresco dining areas, a bar and pool table, 13-metre indoor pool, spa, gym and craft/activity room. Amana Living chose to provide parking for caravans and trailers because we know that the target demographic tend to look for housing that can be secured and left for long periods while they travel. Stage 3 will include the construction of the village workshop, which we believe will become another thriving centre of activity.

TReenDALe GROWInG AS STAGe 3 GeTS UnDeRWAYAll houses in Stage 3 will have 3 bedrooms, 2 bathrooms and a large double garage. Prices are $425,000 and $435,000 – a competitive price for quality units with excellent community facilities.A lease-for-life development allows over-55s to purchase a home and then pay a modest weekly operating rent, which pays for most of the external maintenance and shared facilities. A deferred management fee covers renovations and refurbishments. Stage 3 is expected to be completed by mid 2015.

Villas in the Grange and estate styles are being constructed in stage 3 of the treendale development.

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Dementia Services

neW DeMenTIA HUBS eMeRGInGAccording to the Australian Institute of Health and Welfare, there will be around 900,000 Australians living with dementia by 2050. In WA alone, the number is increasing by 4 to 5 per cent each year, and is expected to reach 30,000 by 2016. Amana Living is well positioned to meet a growing demand for dementia-specific care and services, with an experienced clinical team and strong links with other health providers and organisations specialising in dementia research and service delivery. We are seeing exciting opportunities to innovate and build on our reputation as a service delivery organisation committed to excellence in dementia care and services. The development of our dementia services vision has enabled us to capitalise on these strengths and opportunities.Comprehensive planning and workshopping to plot and describe the journey of people living with dementia, from the point of early detection to end of life, provided a framework for our dementia services vision. The Board and management worked together to develop the vision and strategy, which includes two Integrated Dementia Services Centres at Bull Creek in the south and Kinross in the north. The centres will effectively be dementia services ‘hubs’ – the first of their kind in Western Australia. Our vision is to provide services that can be accessed at diagnosis, helping families to keep their loved ones out of acute care and living at home for as long as they wish to. The transition from early intervention to residential care should be as stress-free as possible, with Amana Living walking alongside the families every step of the way.each hub already houses dementia-specific residential care, respite care and day club services. Lefroy Hostel and Day Club in Bull Creek is also the base for the new McCusker nurse South Service, and the McCusker nurse north will move from Subiaco to Kinross once the site development is completed.Planning is now underway to add transition care beds at both sites and to create a base for outreach home care services to people living with dementia and their families. The inclusion of specialised dementia learning and resource centres, along with a range of other on-site services including our Dementia Specialist, will provide a comprehensive menu of services.

A sample of dementia care initiativesPractical applications of the principles of good dementia care can be seen in various innovative projects and practices established or embedded during the year. Here is a sample.The Life Stories Project helps people with dementia to tap into and share their life histories. Developed by Amana Living Dementia Specialist Louise Jones, in collaboration with Curtin University, it has proved so beneficial that it is now part of routine care planning for Amana Living residents and day club clients.Men’s Sheds reconnect men with manual skills and provide a place to be purposeful and productive. The program has been particularly effective at Catherine King Day Club in Osborne Park, winning day club assistant eugene Hands a High Commendation in the ACSWA excellence in Care Awards 2014.Sensory Cushions are among the range of sensory experiences that enable people with dementia to relax and engage when words are too difficult. Amana Living was fortunate to receive a donation of more than 40 sensory cushions from the Stake Relief Society of the Church of Jesus Christ of Latter-day Saints in late 2013. Activity Boxes contain objects that link people with dementia to roles they had in their earlier lives. They may be taken back to the days when housework or sewing or gardening were activities that gave them a sense of purpose and the objects help them to re-engage with those roles. Louise Jones has put several of these together with contributions from staff.Younger Onset Dementia Group is a new program at Lefroy Day Club in Bull Creek, enabling younger people with dementia to get out and about safely with a high ratio of skilled staff, engaging with the community and activities they enjoyed before diagnosis.

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Staying at the forefrontRelate, Motivate, Appreciate is a new approach we are testing that is designed to promote positive interaction with people living with dementia. It is based on Dr Cameron Camp’s Montessori model and was developed in partnership with Alzheimer’s Australia and researchers from Monash University.To prepare for the trial, we carried out our own extensive research, purchased sensory equipment from Alzheimer’s Australia Tasmania and conducted staff training. The resources feature a range of watching, listening, touching, smelling and tasting activities, such as tackling puzzles, dancing, sorting clothes, making coffee and barbecuing.We also incorporate into our staff training programs a framework developed by international dementia expert Dr Allen Power. His research led to a concept of seven domains of wellbeing that are challenged by dementia: identity, security, connectedness, autonomy, meaning, growth and joy. He suggests strategies that can transform care to restore wellbeing.

eVeRY CASe IS DIFFeRenTeach person’s life experiences and personality add up to a unique individual. That’s why the best and most effective services are personalised, tailored to individual tastes, life histories, interests and capabilities.Personalised services are especially important for people living with dementia. Many difficult behaviours are related to fear, anxiety, grief, loss, a sense of powerlessness and frustration, as communicating becomes more vexing. The essence of good quality dementia care is to know the person and to adjust activity and communication style to meet their needs. Tapping into what a person with dementia can remember and the things they can still do tends to reduce their anxiety, sense of isolation and confusion, builds their self-esteem, and encourages respectful interactions with carers.Understanding each person’s sensory preferences is important too. A tactile person, for example, may become distressed through lack of touch and opportunities to engage with people. A soft, squidgy toy is a substitute for the touch of a pet or a human hand and can help reduce agitation and frustration. For a person who responds to the sense of smell, aromatherapy can have a calming effect and help them to refocus. Music or peace and quiet can be useful for people who are sensitive to sound stimulation.

124 clients spent 75,020 hours at our day clubs in 2013/14

Caring for people with dementia can only be done well when each person is respected as an individual with a unique history and preferences.

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SUPPORT SeRVICe DOUBLeS CAPACITYIn the fight to manage the impact of dementia on both the carers and those living with the disease, Amana Living has doubled the reach of the McCusker nurse Service. The carers and families of those living with dementia are experiencing increasing strain. The stark reality was revealed in 2013 by researchers at Griffith University in Queensland, who found that one in four people caring for a family member with dementia had contemplated suicide more than once in the previous year.*Amana Living developed the McCusker nurse Service, with funding from the McCusker Charitable Foundation, to provide free support for the carers of those living with dementia. In 2011, Australia’s first McCusker nurse began to offer the service across Perth’s northern suburbs. The north Metropolitan region was selected as the pilot for the first McCusker nurse because research conducted by Access economics in 2010 for Alzheimer’s Australia WA showed that the Cities of Stirling, Joondalup and Wanneroo ranked first, third and fourth respectively in terms of the number of people per total population with dementia. This ranking is expected to remain until at least 2050.The second nurse is now offering the service across a large portion of the South Metropolitan region, where demand is estimated at over 10,000 people in 2013, projected to top 13,000 by 2018.The McCusker nurses are dementia experts, who can help carers and families understand the condition and access appropriate services, empowering them with information about dementia, pointing them to useful resources and providing support. Carers are able to cope better, avoid

reaching crisis point and experience an enhanced quality of life.This may mean that the person with dementia is able to live in their own home for longer with a suite of services delivered to them, only moving into residential care when the time is right. Importantly, the carer is encouraged to regard respite as an integral part of their caring role – for example, accessing dementia-specific day clubs or overnight respite services.Amana Living launched the McCusker nurse South Service on 12 May 2014 in the presence of Mr Malcolm McCusker, then Governor of Western Australia and Amana Living Patron. The new service, supported by funding from the John and Beryl May Henderson Foundation, managed by Perpetual, effectively doubles the reach of this award-winning program.The next step is to set up a new rural phone service in WA, centred on Geraldton and made possible thanks to funding by the John and Beryl May Henderson Foundation, managed by Perpetual. However, demand far outweighs the capacity of the service and funding is desperately needed for a network of McCusker nurses.

* O’Dwyer ST et al, International Journal of Geriatric Psychiatry, 2013

l to R: Amana living Ceo Ray Glickman, Mr Malcolm McCusker, McCusker nurses liz Scott and Karen Malone, Mrs tonya McCusker and Amana living Chairman Steve Scudamore, at the McCusker nurse South launch in May 2014.

Positive impactWe know that the McCusker nurse Service is having a significant positive impact. Carers have reported a marked reduction in the strain of caring and in the upsetting behaviours often displayed by those living with dementia. The customer service satisfaction results from June 2013 show a very high rate of satisfaction overall, with over 97% of respondents demonstrating that they are very satisfied with the service.The Modified Carer Strain index, a validated tool that measures carers’ perceptions of their wellbeing, has shown a significant improvement in the overall wellbeing of the recipients. Over 60% of the carers said that their sense of wellbeing had improved.

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HOW One FAMILY USeD OUR SeRVICeWhen Kerry Whelan’s father, Graeme Sullivan, was diagnosed with dementia it was the beginning of a journey of discovery that led to Amana Living’s McCusker nurse.“The McCusker nurse had so much knowledge and patience and understood the situation from Dad’s point of view and also from the family’s, as carers,” writes Kerry.Graeme’s wife Margaret was his primary carer and Kerry was very involved in his support.“After Dad’s diagnosis, we received reams of literature from various organisations about what they offered but nothing helped us work out how to proceed,” Kerry continues. “The catalyst for my desperate search for help came when Mum was admitted to hospital. It was now my turn to assume Mum’s role as Dad’s carer until she returned. “Spending the whole day with Dad and experiencing first-hand what Mum had to deal with 24/7 was eye opening. I had noticed Dad’s decline with his dementia and the toll on Mum but she always insisted this was her job and hardly ever asked for assistance. “I decided to do what I could to improve Mum and Dad’s lives. “I waded through all the dementia literature and started to panic. I didn’t know where to start. I had called some organisations and received more information but no real help with direction. On my last call, I was asked if I knew

about the McCusker nurse, a free dementia-specific service that would come to our house.“The McCusker nurse turned out to be our saviour. She was calm, reassuring and immediately understood the situation. When she visited my parents in their home, she helped us work out how to stitch the services together. She was able to tell us what services were appropriate to our needs, what would benefit Dad, Mum and the family, and what funding we were eligible for. “She helped us with a plan, told us who to contact and gave us tips on how to deal with Dad’s dementia in the daily routine, all the time with a caring, friendly, compassionate and competent attitude.“We were able to have a carer look after Dad at home for half a day so Mum could leave the house and have some time to herself. “Then we were introduced to respite at Amana Living’s Catherine King Day Club where Dad goes one day a week and joins a Saturday outing twice a month. Dad loves the Men’s Shed activities, working with other men to make useful things. He is so happy when he returns, which makes Mum’s job easier.“The McCusker nurse has been in contact with us through our journey to see if everything is working out and offering other tips and information. We like that she genuinely cares. I cannot speak highly enough of the McCusker nurse Service.”Graeme and Margaret have since sold the family home and moved to Amana Living’s Moline retirement village.

Graeme and Margaret Sullivan with their daughter, Kerry, who turned to the McCusker nurse for help when the family became overwhelmed.

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transition Care

In March 2014, Amana Living was awarded 65 residential transition care places by the State and Commonwealth Governments. We were ready to receive clients by the end of the 2013/14 year.

What is transition care?The Transition Care Program is for older people who have been in hospital and need more help to recover and time to make a decision about the best place for them to live in the longer term. From transition care, the client may either return home or transfer to an aged care facility. Social workers help the client and their family to plan this next step, including the services they may need to support them. Round-the-clock nursing care is combined with restorative and therapy programs to ensure the client reaches the best level of fitness they can in preparation for this move. Physiotherapists focus on helping the client to build their physical strength and mobility. Occupational therapists look at what a person may need to help manage their activities of daily living, such as eating, self-care, cooking and housekeeping.

The team assesses what equipment a client might need in the home, such as rails and shower chairs, and arranges for these to be installed.Care staff undertake extra Certificate III modules to become restorative care assistants, learning how to help people to help themselves. Whatever support the restorative care assistant provides, it is aimed at increasing the client’s capacity to be self-reliant, more capable and independent.Amana Living’s entry into transition care enables us to work more closely with hospitals in the gap between health and aged care, and complements the integration of our dementia services.

How it worksOur liaison nurse works with the hospital transition care coordinators to help make a smooth move for the client from hospital to Amana Living. The nurse meets the client in hospital, checks that they are eligible for the service, and assists with the transfer.The nurse practitioner is a crucial feature of Amana Living’s transition care service. She works with the general practitioners and geriatrician attached to Amana Living’s transition care units to make sure the client’s medical

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GM projects and operational Support libby Simpson learns a thing or two about physiotherapy from client Julian Fernandez at the new transition care facility in Cottesloe.

care needs are met. The nurse practitioner completes an in-depth review of each client’s clinical needs and liaises with our general practitioners and, where required, our geriatrician, who oversee the client’s recovery and ensure they receive the right medical support. The nurse practitioner is the liaison point for medical matters when the person is discharged from transition care. This important role assures continuity in medical cover as the person moves from hospital, through and beyond transition care.A multidisciplinary meeting each week brings together the doctors, nurses, therapists, social workers and key clinical and care staff involved with the client to review progress towards the client’s goals for exiting transition care. Amana Living is the only provider of transition care in Western Australia for older adults with mental health issues. Our dedicated dementia specialist team provides expert input and resources to support people living with dementia and their carers and our staff.

LocationsAmana Living’s 65 transition care places are spread across two service locations at Mosman Park and Cottesloe, which

were prepared during early 2014 to be ready to receive clients from 1 July. By 30 June, the former Sundowner Hostel had become Transition Care Cottesloe, with 11 places for older people with mental health conditions and seven secure dementia-specific places.Amana Living’s Dorothy Genders Hostel in Mosman Park was too small to be financially viable as a residential facility in the current environment and the hostel was closed progressively, with final closure completed in March 2014. It has now been refurbished to accommodate 46 of the transition care places. These are for frail-aged people and are not dementia-specific.This building also provides a mini-apartment, giving people the chance to test their capacity to live independently before moving out of transition care.A new 18-bed dementia-specific wing is to be constructed during 2014/15 in Bull Creek, attached to Lefroy Hostel. Until this is completed, the 18 places allocated to Bull Creek have been made available at the Mosman Park facility.

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Residential Care

Amana living occupational therapist Kathryn pillion with resident Joan Sutton. the new structure, which enables ancillary staff to focus on what they do best, is to be rolled out to other care centres in 2014/15. Photo: Lloyd Smith Photography.

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FOCUS On SKILLS BRInGS BeneFITSMajor changes in rostering and job roles at Amana Living’s residential facilities are driving better care, improved efficiency and benefits for staff.Pressure on the financial viability of residential services is coming from many directions, including competition from other providers, increasingly high care needs of residents, in part from the growing incidence of dementia, and reforms affecting government funding. To assure our financial viability and our capacity to continue providing quality care, we undertook a comprehensive review of the way we deliver our nursing home services. This included identifying ways to improve performance and efficiencies by examining staffing levels, task allocations and roles. We also benchmarked elements of our operations against national data and visited aged care providers in Sydney and Melbourne to see how they deliver their services.Our research pointed to a number of opportunities to improve. We tested different workflows and rosters in a pilot study at St George’s Home in Bayswater and Peter Arney Home in Salter Point. We found that by improving rostering and the way staff worked together, we could achieve efficiency gains, at the same time taking a more person-centred rather than task-oriented approach.We backed up the pilot study with staff consultations to verify the effectiveness of the new measures and then implemented them in all our high care residential sites.

How residents are benefitingThe changes we have made have helped us to gear care delivery to individual needs, in a way that’s timely and convenient to the resident, and we are able to do more within the same budget. • A simple activity like showering can be a very important

time for residents and should not be rushed or treated as a chore. Historically, the pattern has been to shower all residents before breakfast – one of the busiest parts of the day. However, not all residents like to shower at that time. So we now spread showering across the day, at the times residents prefer. This better responds to residents’ individual preferences and removes the pre-breakfast rush. As carers are not so rushed, they are able to give fuller attention to the resident.

• Changes in rostering and staffing have made it possible to schedule more activities at dementia specific units,

at times when they are most needed. Many residents become agitated around sundown. We have been able to allocate more therapy staff at this time to offer activities that reduce difficult behaviours.

• Occupational therapy assistants and carers now work more closely together, leading to a better-coordinated lifestyle program that is more flexible to respond to each resident’s changing needs.

• Improved handover of information between shifts is ensuring that nurses and carers are aware of each resident’s current care needs.

• We have improved our systems for recording evidence that supports our claims for daily living assistance and special needs funding, such as hot packs for pain relief. This improves our financial capacity to provide individualised care for residents.

How staff are benefitingStaff enjoy improved working conditions as a result of the changes we have made to rostering and clarification of roles and responsibilities. • Our analysis of rostering, tasks and workflow revealed

a mismatch in some places between the number of staff on duty and the amount of work they had to do. Staffing levels on each shift now match the workload and workflows are spread more evenly across the shift and across the day, reducing the pressure on staff. Our pilot study verified that the workload for each role on each shift is now achievable and manageable.

• Our review revealed that carers were often multitasking, doing kitchen, cleaning and laundry duties, in addition to resident care. While we encourage staff to help one another out, we found this practice was sometimes causing role confusion and can compromise efficiencies and quality of care. Job roles have now been clearly redefined: carers concentrate on caring; hospitality functions are the responsibility of hospitality staff; cleaners are assigned to cleaning duties. Far from deterring staff from pitching in, we have found that the new system has actually improved capacity for team work.

• Over many years, some shifts had been added or extended without evaluation or review. This made it difficult for staff to coordinate handovers between shifts. It created broken shifts for some staff and irregular shift patterns, and added to the problem of matching staffing levels to workloads. An improved structure now allows for more effective handovers and continuity in shift allocations and rostering.

We expect to have the new procedures in place at all Amana Living residential care sites by the end of the 2014/15 financial year.

On 30 June, we had 752 residential care beds

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enrichment

Amana Living is committed to enriching the mind, body and soul of those we serve. To this end, our multi-award-winning enrichment Program has steadily grown over the past few years. An update on these projects appears on the opposite page.At a site level, occupational therapy and care staff coordinate a range of activities, in addition to implementing the enrichment Program. The next step has been to look more closely at individual participation and consider customised programs for those who don’t fully participate in the programs on offer.In March 2014, Linda McMahon took up the new position of Lifestyle Coordinator for three Amana Living care centres: Peter Arney Home in Salter Point, Lady McCusker Home in Duncraig and St George’s Home in Bayswater. Her first task was to evaluate lifestyle and enrichment activities and assess how well the needs and preferences of individual residents are met. Profiles of each resident are used to inform individual and group activity planning.Linda works closely with occupational therapists and physiotherapists, who provide vital information. If a resident doesn’t attend any activities, Linda will look at a more individualised program with occupational therapy assistants.The Lifestyle Coordinator role has enabled therapists to maximise their clinical expertise, while Linda coordinates a coherent leisure program.

Linda McMahon will start up new group projects at individual sites where a few residents express similar interests, such as fishing, but may not be interested in the enrichment Program initiatives.Linda believes that lifestyle programs are about holistic care and that people should have a choice and a sense of occupation, fun and social connection. So far, the most popular activities are music concerts, art, exercise classes – and Bingo!Once established, the Lifestyle Program will roll out to other Amana Living sites.

lifestyle Coordinator linda McMahon with resident Harry phipps at lady McCusker Home. Harry loves social interaction and particularly enjoys Windows to the World, music and exercise activities. He planted the vegies and herbs in the raised garden bed shown here, with help from his daughter, who visits regularly with her dog – causing Harry’s eyes to light up!

LIFeSTYLe PROGRAM AIMS TO enRICH eACH InDIVIDUAL

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sites. Cash prizes of up to $480 were awarded in three divisions – Residential Care, Day Clubs and Retirement Living. Launched with a Lotterywest-funded pilot program in 2010, the initiative is driven by Amana Living’s enrichment Coach, Kylie Mathieson. Following the pilot, Kylie refined the rules to create a sustainable competition with a resource kit for each team. Teams compete in Wii bowls from the Wii Sports Resort game, supported by staff as needed. Kylie updates a central scoreboard each week and circulates it back to teams throughout the two-month season of September and October.The Wii World Cup received a Better Practice Award from the Aged Care Standards and Accreditation Agency in July 2013.

iPad ConnectThe latest project to join the enrichment Program suite uses iPad apps, games, audiovisuals, communications and connectivity.During a trial, staff were encouraged to explore the potential of iPads to connect older people with others through conversation, or with themselves through sensory activities, or with their original cultures, languages and histories. The objective was to find activities that made sense to each individual. The results were encouraging. Staff observed agitated residents and clients becoming noticeably calmer, and some who are normally difficult to reach becoming unexpectedly alert.One resident, who is usually disengaged, gained great amusement from prodding a cartoon cat, while another reconnected with his Italian culture by listening to The Three Tenors. Some had fun taking and sharing photos, while others were calmed by applications such as Koi Pond, where the screen reacts like water with fish swimming beneath.eight care centres now have iPads available for use, and the roll-out is set to continue in 2014/15.

Windows to the WorldAnother award-winning initiative, Windows to the World is a net-surfing activity that takes older people on journeys of reminiscence and exploration.Most care centres are running the project using iPads and projectors, with a staff member following the lead of residents and clients as they roam the virtual world together.Minimal staff training is required for this project, if any, as most are familiar with net-surfing and tablet technology. As iPad Connect picks up momentum, more sites are becoming involved.

A MeAnInGFUL LIFeProject PicassoAward-winning art therapy program, Project Picasso, marked its fourth year in 2014. More than 100 residents and clients living with dementia, from 12 Amana Living care centres, produced 240 artworks during May and June, which were proudly displayed at a public exhibition.One of the artists participating in the exhibition said that his painting shows how his brain ‘feels’.The exploding patterns that he has painted were vivid, giving an extraordinary insight into the pathophysiology of the disease.The artworks were produced over a six-week period with the help of Amana Living staff and around 60 volunteers. each centre received a modest budget, the only guidelines being to produce 10 framed pieces and 10 other works.The exhibition raised over $1,000 from artwork sales, which will be reinvested in the project in 2015.

Wii World CupThe fourth annual Amana Living Wii World Cup took place in 2013. The virtual tenpin bowling competition is open to teams in all aged care and retirement living facilities. This year’s participants included teams from Brightwater, Juniper and Southern Cross Care, as well as several Amana Living

Some of the artworks produced by people living with dementia for the project picasso exhibition. Photos taken by staff.

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our people

eVeRY enCOUnTeR IS An OPPORTUnITYevery resident and client is an individual to us and we try to make every moment we spend with them special.This is one of the foundations of Amana Living’s staff culture summed up in 3Rs:

The Right people doing the Right things in the Right way

The right people make a choice to work for Amana Living. They pride themselves on doing a great job and carry out their tasks according to the rules. At the same time, they are always looking for a better way to do things.Doing the right things involves working with our residents and clients in a way that respects them as individuals with their own life stories and preferences. It means making everyday activities special, so that showering, cleaning or discussing an account are opportunities to relate to people and delight them.Doing things the right way is about having a positive attitude, pitching in to help colleagues and making work an enjoyable experience.The 3Rs together encapsulate our commitment to excellent care and a person-centred approach to all our residents and clients. They translate into everything we do every day.

embedding the culture“Amana Living is a really good organisation,” says CeO Ray Glickman. “To become great, it will require our leaders to embrace and coach our organisational culture so that our staff live and breathe it.”The move to the 3Rs of great culture was inspired by a number of key thinkers and practitioners in the world of leadership. The principle influence was Jim Collins, who led a five-year research project to determine what it takes to change a good company into a great one. The research team found that the good-to-great transformation came from a down-to-earth, pragmatic process that was committed to excellence. “Greatness is not a function of circumstance,” Jim Collins said. “Greatness is largely a matter of conscious choice and discipline.”

To ensure that the 3Rs are embedded in Amana Living culture, we have integrated them into our staff management and performance appraisal process. Communication starts from the top, with our CeO running 3Rs sessions with staff. Managers are equipped with toolboxes they can use to engage staff, and a whole section of employee appraisal is built on key behaviours that demonstrate commitment to the 3Rs. The expression of culture is included in all Amana Living human resources activities – recruitment, retention and performance.

On 30 June 2014, we had 1185 members of staff

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The right thingsWhen people first move into residential care, they can experience a sense of loss and sometimes become depressed and withdrawn. Kath always notices and looks for activities that might interest them. She will then persevere in her attempts to coax them into the activity until they begin to re-connect. A resident who had no family involvement blossomed as a result of this approach. Kath encouraged her to join other residents for meals and activities. She consequently became more relaxed, less difficult to communicate with, and more socially connected, commenting: “Kath is beautiful. She knows how to get my spirits up and make me feel better.”Connection with the wider community is vital for older people, and it is this that Kath strives to achieve for each resident, in a way that is meaningful to them. She looks for ways to establish connections with children living away from Perth and wrote letters from dictation for one vision-impaired resident. Kath also organises several social events throughout the year, encouraging residents to join in and have fun. But even ordinary everyday events can become opportunities to bring real pleasure to the lives of residents. Breakfast has become a special event on weekends at Hale Hostel, thanks to Kath initiating a cooked breakfast of bacon, eggs and mushrooms.

The right wayAn important aspect of doing things the right way is being willing to pitch in and help, for example during very busy times or when a staff member is away sick. Kath doesn’t hesitate to put her hand up, even stepping in as a kitchen hand at times to ensure meals are delivered on time with a smile to residents. Kath has a knack for making activities so attractive that residents can’t resist joining in. She cheers up those around her with her positive, sunny attitude and doesn’t turn back at the first hurdle. In fact, she’s well known for facing every challenge head on. nothing is too much to ask, whether it is for the residents or for staff.

LIVInG THe 3RSThe right personThere’s no doubt that Occupational Therapy Assistant Kath Cordin is the right person for the job. Celebrating 25 years of service to Amana Living in 2013, Kath has dedicated her time to enriching the lives of each individual resident at Hale Hostel in Coolbellup. Kath gets to know each resident, finds out what they like to do and what they need to make their lives easier or more enjoyable. This might be anything from helping them to continue a favourite hobby to finding a volunteer or chaplain to relieve feelings of loneliness. Kath isn’t satisfied with just identifying and fixing a problem – she instinctively looks for the reasons behind the problem and a long-term solution.For example, she investigated why men seemed reluctant to participate in activities. She found that they thought the activities were just for women and they were more likely to attend men-specific activities. She initiated a men’s group, organising monthly outings for them, and started artwork activities and card games that men could do together. We receive great feedback from the participants, who eagerly anticipate each activity.In her role as Health and Safety Representative, Kath has succeeded in raising awareness of safe practices by providing ongoing support, information and guidance to ensure a safe environment for staff, residents and visitors. The hostel has recorded only two minor injuries in the last three years. To help build and maintain awareness, Kath initiated annual Work Safe Week activities, involving both residents and staff.

Kath Cordin with GM Human Resources, Jenny Williams at Hale Hostel.

We value our staffemployees like Kath are highly valued at Amana Living. Kath received a long-service award in 2013, along with 50 other members of staff. In return for their dedication, Amana Living offers the highest pay possible in line with our funding levels. We are also dedicated to providing training and professional development for our staff, alongside work-life balance.

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VOLUnTeeR ReCRUITMenT STePS UPAmana Living has stepped up its recruitment of volunteers to help enrich the lives of residents. Volunteers work across Amana Living’s 13 residential care sites, joining residents in social activities and keeping them connected to what’s going on in the world. They visit for a chat, to play games or take a resident for a walk. Some volunteers will take small groups on outings. Others support the chaplains in their ministry across all of our sites, assisting with services and offering spiritual support. These simple acts of kindness and generosity enrich the lives of residents and bring friendship, which can be especially important for those who don’t have families or friends nearby to visit regularly.The rewards that volunteers most often report are the strong relationships they form with residents and the joyous things of life: a warm smile of welcome, a squeeze of the hand.

Valuing volunteersWe are strengthening our culture to make sure that volunteers really feel valued as an integral part of the organisation, through improved communication and investment in their knowledge about Amana Living and the people we serve.We also raise awareness among staff of the important contribution that volunteers make and help them to identify ways in which volunteers can help them at their site.The Volunteer Information Day is a new initiative, which gives volunteers the opportunity to learn about health and safety in the workplace, how to respond if a resident has a medical emergency and ways to work with people with dementia. They discover the scope of Amana Living’s commitment to enriching lives and they get to share stories and experiences with other volunteers working at Amana Living sites. Communication improvements were initiated in 2014 to keep our volunteers better informed about news and events at Amana Living.

Recruitment and inductionVolunteers are recruited through a variety of sources, including Volunteering WA, the Amana Living website and spontaneous enquiries.An initial telephone interview establishes whether there is a good fit between what the volunteer wants and the volunteering opportunities at Amana Living. The volunteer then visits the site most suited to their circumstances – usually the one nearest to where they live – to meet staff, tour the facility and find out more about the volunteer activities available there. If the volunteer and staff decide to proceed, the volunteer coordinator arranges for the relevant paperwork to be completed so the volunteer is fully insured and included in our communications and processes. Volunteer pastoral carers participate in a separate training course, coordinated by our Senior Chaplain, as they need special skills to work with those in need of emotional or spiritual support.

295 volunteers enriched the lives of our residents during 2013/14

Volunteer Coordinator Garry Jacobs with volunteers Rhys and Marlene at the 2014 Volunteer thank-you event. Photo by staff.

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A RAY OF SUnSHIneJanet Thornton said she “saw a blank wall” at Amana Living’s Parry Hostel in Lesmurdie and “thought it needed brightening up”. The result was a quilted wall hanging depicting native birds that she created and donated in 2014.This spirit of stepping in to help where it’s needed led to Janet becoming a long-serving volunteer at Parry Hostel, a journey that started in 1997. At the time, she was coordinating a government-funded program to provide visitors for 13 aged care facilities across Perth. Demand outstripped the capacity of the funding and on her day off Janet began visiting people at Parry Hostel who were on her waiting list.When she retired in 2005, Amana Living invited Janet to help establish the Sunshine Club, a weekly Monday morning tea for women residents at Parry. nine years on, she still loves it. “I always make fresh cakes to bring with me,” she says, “and I help Occupational Therapy Assistant Liz Lyons set up. We serve tea in nice bone china cups and saucers and we sit and chat and reminisce. We like to talk about different subjects and sometimes people will bring family photos. The ladies say it feels like family sitting around a kitchen table and talking. “We normally have 10-12 ladies. They have a lot of history amongst them and I find it interesting to learn what their lives were like and about the hardships they faced. It’s sad

to think that when they’re gone, the history is gone. I enjoy the company and to see the joy on their faces. It’s very rewarding.“When we finish, Liz thanks everybody for coming, we sing the Sunshine Club song, ‘You Are My Sunshine’, and they go out smiling. We have lots of laughs. It’s a lovely thing to do.“every Monday is different. We celebrate special occasions, like Mothers’ Day and Christmas. For Christmas in July, I found old-fashioned Christmas cards and we discussed how Christmas celebrations have changed over our lifetime and how each person celebrated Christmas. Sometimes they just want to sit and put the world to rights. It’s a fun time and an important part of my week.”

Volunteer and reluctant model Janet thornton with the quilted wall hanging she made and donated to parry Hostel.

Volunteers are happierJanet is a testament to the result of research by the University of exeter, UK, published in 2013, which shows that volunteers experience a greater sense of wellbeing and are generally healthier too. It isn’t clear whether volunteering causes health and happiness or whether people who are happier and healthier are more likely to be generous with their time. either way, it’s clear to us that our volunteers are a very special group of people, who bring rays of sunshine into the lives of our residents and clients.

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Celebration

SUCCeSS ReCOGnISeD In InDUSTRY AWARDSAmana Living achieved success in the following awards during 2013/14:ACSWA (Aged and Community Services WA) excellence in Care 2014, ‘Health and Wellbeing’ category: Winner – Amana Living Injury Prevention Program ACSWA excellence in Care 2014, ‘employee’ category: High Commendation – Day Club Assistant eugene Hands ACSAA (Aged Care Standards and Accreditation Agency) Better Practice Awards 2013, ‘Resident Lifestyle’ category: Winner – Wii World Cup WA Seniors Awards 2013, ‘Bendigo Bank Active Aging Leadership Award’: Winner – Amana Living enrichment Program WA Training Awards 2013, ‘Small Training Provider of the Year’ category: Finalist – Amana Living Registered Training Organisation

Staff morale rises as injury rate dropsThe Amana Living Injury Prevention Program topped the ‘Health and Wellbeing’ category in the ACSWA excellence in Care Awards, presented on 6 June.Amana Living has achieved an incident rate amongst the lowest in the industry. There has been a 70% reduction

in compensation claims in five years, and the number of claims in 2012/13 fell well below half the industry average.If an employee does suffer an injury or serious illness, the program supports them to ensure a safe return to work, in consultation with their health practitioners, whether the injury is work-related or not.not only has staff morale improved as a result, but we are better able to retain competent, experienced staff, and ensure consistency in care delivery.

enriching lives as we ageAmana Living’s enrichment Program received the Bendigo Bank Active Ageing Leadership Award during the Seniors Week Festival in november 2013. The Award recognises a not-for-profit organisation for its innovative planning and providing opportunities for seniors to lead full and satisfying lives, which is exactly what the enrichment Program aims to do.The program encompasses a growing collection of activities, from art to technology, demonstrating that older people can participate, contribute, and have as much fun as everybody else.

Day Club Assistant eugene Hands (pictured here with client eric nichols) received a High Commendation at the ACSWA Awards for his work with men living with dementia.

Amana living enrichment Coach Kylie Mathieson and GM Customer Service Innovation Greg Massam with the WA Seniors Award. Photo: MCB Photographics.

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encarnita Mason

Rhonda Mills

Cynthia Morrell

Jane nganga

Helen Otway

Yannick Parker

Caryl Phillips

Justine Price

Tracey Rowe

Lee Smith

Joyce Tan-Scherini

Julie Thomas

Letty Tichborne

David Townson

Sonia Velez

15 yearsShirley Buckingham

Margaret Butchart

Barbara Caridi

Brett Carroll

Brenda Fenton

ena Jones

elizabeth McDonald

Beverley Rensen

Jarnail Singh

Bruno Tribolet

20 yearsKim Dermody

Patricia Double

Marilyn Filmer

Jean George

Lynne Sayer

25 yearsLee Burwood

Kathryn Cordin

35 yearsVictoria Hill

10 yearsMaureen Clissa

Maureen Crowd

Rosalina Davies

Rosemary D’Silva

Anita edmonds

Joan Fishwick

Cristina Fernandes

Gary Frost

Denise Hagenson

Patricia Hill

Valerie Hockley

Inez Hodges

Sarah Howard

Greg Jordan

Jeanette Kaart

The late Dianne Lealiifano

nardeen Leppinus

Janice Manuel

700 YeARS OF SeRVICeAlmost 700 years of service were celebrated at Amana Living’s Annual Ball and Staff Awards in September 2013Peter Arney Home claimed 100 of those years, with seven staff members marking 10 years of service, and two celebrating 15 years. In total, we acknowledged 50 staff members from across the organisation who have been with us for 10, 15, 20 and 25 years, plus one carer, Victoria Hill, who had clocked up a remarkable 35 years. The Annual Ball and Staff Awards is one way in which Amana Living thanks staff for their dedication.

Amana Living residential care centres passed all accreditation audits and satisfied all requirements set by the Australian Aged Care Quality Agency. The agency conducted a total of 23 visits across 14 centres during 2013/14. Thanks to our staff for their continued commitment to excellence in care.

Ray Glickman congratulates Victoria Hill on 35 years of service.

Celebrating 20 years are Jean George, patricia Double and lynne Sayer, flanked by GM Home Care and Housing Maria Davison and Ceo Ray Glickman.

Sarah Howard and Sonia Velez mark 10 years each.

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eCO COnSCIOUSneSS SPReADSelectricity use across Amana Living sites dropped by 2% during 2013/14, thanks to a concerted effort by staff to prevent power wastage. The result was confirmed by analysis of Synergy data for the year.Staff at Thomas Scott Hostel and Village in Camillo have cut the number of reticulation stations used in its gardens from 21 to 11. They calculate that this will drop water consumption by 40% when the reticulation is turned on in spring. This has been made possible by converting grass on the verges to wood chips and planting more areas with water-saving native shrubs.These are among many environmental gains Amana Living has achieved through a program driven by eCO-T (the ‘environmentally Conscious Organisation’ Team), which was established to reduce our environmental footprint.Amana Living has backed its commitment by allocating funds for grants to support projects that will have a clear environmental benefit. The first project to be funded was a trial of LeD lighting in high use areas at selected Amana Living residential sites. Already we know that Thomas Scott Hostel has saved the equivalent of more than 18 tonnes of carbon since the LeD installation in January. We eagerly await the next Synergy data to see the impact on energy consumption at the other sites. We expect to see a 3% decrease overall.The LeD grant was prompted by a suggestion from one of our maintenance crew. We recognised that maintenance staff are the organisation’s eyes and ears. They see dripping

taps, lights left on when rooms aren’t in use and other opportunities to reduce our environmental footprint. They can be a source of good ideas about how to reduce waste.Amana Living maintenance staff have now taken on a more active role in reducing waste, through a restructure that improves their opportunities to share ideas and experiences and influence operations.

Keeping the environment on the agenda• We have formalised our commitment to environmental

activity in key performance indicators, performance reviews and management training.

• A communications campaign has helped to focus staff attention on seasonal opportunities to reduce waste. The campaign includes key messages in our staff newsletter, posters and incentives circulated to senior staff, and a segment at our bimonthly senior staff forum.

• In early 2014, we engaged a consultant to undertake an audit of how well we have engaged staff in eco-related matters. The report will help us to shape our eCO-T processes, to identify the best ways to communicate with staff and to encourage changes in behaviour.

Replacing pendants and downlights in the atrium area at Moline House in Karrinyup is likely to make a significant difference to our carbon footprint at that site. Photo: Linda Paradis.

native and drought-resistant plants at thomas Scott Hostel and Village have enabled us to reduce watering. Photo: Linda Paradis.

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STAFF RAISe THOUSAnDSA full suite of new outdoor furniture has created comfortable, intimate spaces where residents of Amana Living’s Kinross Care Centre can enjoy the gardens and share a chat and a cup of tea with their visitors.It’s all thanks to Amana Living staff who opt into the Staff Giving Fund – a way to donate a small amount each fortnight towards projects that enrich the lives of residents and clients and enhance the care environment. Amana Living invited senior staff to dream about what would make life even better for residents and clients at their sites and to submit a proposal. Our Staff Giving Fund had accumulated enough to cover almost all the requests, including a library, garden furniture, iPads, sensory and vegetable gardens, gazebos, bowling greens and many other items. The original outdoor furniture at Kinross Care Centre had been removed from the gardens when it became too old and beyond repair. Staff at the site wanted to refurnish the gardens so that residents could once again enjoy being out in the fresh air. They were delighted when their application was approved and had fun choosing the jarrah love seats, benches, tables and chairs.“It’s improved the appearance of the place and created comfortable, intimate spaces for people to sit and enjoy the extensive gardens and company of others,” says Kinross Service Manager Michelle Lindley.

“Staff use the furnished spaces for group activities with residents and I have seen residents and families sitting in the different areas we have set up.”There are other benefits, too. Kinross offers care for people with dementia and, during winter, when residents can’t get out into the sunshine so much, they often become unsettled and have trouble sleeping.Michelle explained, “Vitamin D is very good for sleep balance and it certainly helps if we can encourage them to have sunshine every day.”

Kinross Care Centre residents Christine leBreux (left) and May McStay enjoy the new outdoor setting with Service Manager Michelle lindley.

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Governance

executive Team

A YeAR OF PROGReSSMajor changes at Amana Living reflect the direction set in our Strategic Plan 2010-20, which was reviewed and updated in 2012.That plan predicted three key developments in the aged care industry that impact on the way we do business:• consumers will exercise more control over the services

they receive, • more services will be delivered in the home, and • the traditional boundaries between health and aged care

will blur.We set about transforming our organisation to meet the challenges of these developments. We saw that we had to ensure the highest clinical standards, build skills and capacity in dementia care, pursue new business opportunities, and create efficient systems and processes to respond to residents and clients in a more personal way.We have made substantial progress towards a new, more customer-driven, flexible service model, while further improving the quality of our service.

Transition care and the dementia visionA united effort across the organisation realised our goal to enter the space between health and aged care when the new Transition Care Program tenders were offered early in 2014 (see page 16).This milestone also progresses our dementia vision: integrated services that respond to the changing needs of people living with dementia and their families through their journey. Our entry into Transition Care gives us beds to add to the dementia hubs we are forming (see page 12). Our investment in dementia resources and skills (see page 13) and extension of the McCusker nurse Service (see page 14) are other pieces of the jigsaw steadily moving us towards our goal.

Improved systemsImprovements to rostering, scheduling and staffing structure strengthen our financial viability in residential care and allow us to focus more on individualised needs and preferences (see page 19). Investment in improved systems has flowed to our home care services. We can better match carers geographically, so they travel less between clients, and offer clients a more consistent roster of carers (see page 9). This is preparing us for the full shift to consumer directed care (see page 7).

efficient systems and processes were necessary to ensure that our new transition care service meets stringent quality standards. Under-utilised assets at Dorothy Genders Hostel in Mosman Park and Sundowner in Cottesloe have been put to good use, housing transition care places. Planning is underway to fully redevelop the Sundowner site and for buildings to house additional beds at Lefroy in Bull Creek and at our Kinross site.

Innovation in housingThe proposed Sundowner concept will move us into new markets for innovative housing options for people living the second half of life (see page 10). Our research shows that people want high quality apartments with the flexibility to accommodate changing needs as they age. This aspiration challenges the design of buildings to facilitate delivery of care to the resident for as long as possible. We are planning to combine this with on-site support services, making ‘ageing in place’ a reality.

Leadership Team and BoardOur Leadership Team and Board are well-established and stable. We have a rigorous system in place to manage our strategic plan implementation. Our project framework helps us to keep track of priorities and timeframes and plan workflows. We are pleased with the progress we’ve made!

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Pictured left to right:

Mr Steve ScudamoreMA (Oxon), FCA, SF Fin, FAICDAppointment: 2010Position: Chairman

Dr Peter RudolphMBBS DipGerMed MHSM AFRACMAAppointment: 2010Position: Member

The Right Reverend Bishop Kay GoldsworthyBTheolAppointment: 2008Position: Member

Mr Ian LudlowBCom, CA, AFAIMAppointment: 2003Position: Deputy Chairman, Treasurer, Chair Finance & Audit Sub-Committee

Ms Tracy ArmsonBA (Hons), MBA, GAICDAppointment: 2007Position: Member

Mr Damian GordonBBus, FCA, FFin, MAICDAppointment: 2013Position: Member

Mrs Karen FieldBec, MAICDAppointment: 2002Position: Member and Chair Governance Sub-Committee

Dr Robyn LawrenceMBBS (UWA), MBA (UWA), FRACMA, MAICDAppointment: 2013Position: Member

Ms Suzi CowcherChief Operating OfficerRn, MBA, GAICD, FLWA

Mr Ray GlickmanChief executive OfficerMBus, MA(Oxon)MA(Brun), CQSW, FAIM, FAICD

executive Team

Board Members

THe AMAnA LIVInG BOARD AnD exeCUTIVe

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Financials

WHAT We eARneD

Government subsidies

Other income

Rent, fees and charges

Income of a capital nature22%

5%7%

66%

WHAT We SPenT

employee benefits

expenses related to assets

Catering and food supplies

Other expenses

Mantenance and repairs

6%

5%

8%

12%

69%

WHAT We eARn AnD SPenDAmana Living’s careful work to do things smarter and better yielded a surplus of $3 million, while we continued to provide an excellent quality service. The surplus funds will be used to invest in enriching the lives of residents and clients and to fund our strategic projects.We achieved efficiencies in staffing and improved subsidy returns, making sure we recover what we are entitled to. Government subsidies are our major source of income and grew by 5%. As a service industry, our biggest cost is staff. These costs rose this year as a result of our growth in home care, increasing acuity levels in residential aged care, and wage movements in line with enterprise agreements.

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WHAT We OWe

Trade and other payables

Resident accommodation bonds

Provisions

Resident entry contributions

Borrowings

Other liabilities

9%

24%6%

7%1%

53%

WHAT We OWn

Cash and deposits

Property, plant and equipment

Debtors

Investment property

Financial assets

Other assets

3% 1% 1% 6%11%

78%

WHAT We OWn AnD OWeAmana Living is financially stable. We are able to fund operations and capital improvements without borrowing. effort this year was invested in developing existing assets rather than selling or acquiring new assets.Resident bonds and entry contributions are our major liabilities.

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Liability limited by a scheme approved under Professional Standards Legislation.

Member of Deloitte Touche Tohmatsu Limited

Deloitte Touche Tohmatsu ABN 74 490 121 060 Woodside Plaza Level 14 240 St Georges Terrace Perth WA 6000 GPO Box A46 Perth WA 6837 Australia Tel: +61 8 9365 7000 Fax: +61 9368 7001 www.deloitte.com.au

Report of the Independent Auditor on the Summary Financial Statements to the Members of Amana Living Incorporated The accompanying summary financial statements prepared by Amana Living Incorporated, which comprises the summary balance sheet as at 30 June 2014 and the summary statement of profit or loss and other comprehensive income for the year then ended, is derived from the audited general purpose financial report of Amana Living Incorporated (the Association) and special purpose financial report of Amana Living Anglican Foundation Incorporated (the Subsidiary) for the year ended 30 June 2014. We expressed an unmodified audit opinion on the Association’s financial report in our report dated 24 September 2014 and a qualified audit opinion on the Subsidiary’s financial report in our report dated 24 Sepember 2014. The summary financial statements do not contain all the disclosures required by the Australian Accounting Standards to the extent described in Note 1 of the financial report of the Association and the Subsidiary. Reading the summary financial statements, therefore, is not a substitute for reading the audited financial reports of the Association and the Subsidiary. Board of Directors’ Responsibility for the Summary Financial Statements The Board of Directors are responsible for the preparation of the summary financial statements in accordance with the basis described in the note to the summary financial statements. Auditor’s Responsibility Our responsibility is to express an opinion on the summary financial statements based on our procedures, which were conducted in accordance with Auditing Standard ASA 810 Engagements to Report on Summary Financial Statements. Opinion In our opinion, the summary financial statements derived from the audited financial report of the Association and the Subsidiary for the year ended 30 June 2014 are consistent, in all material respects, with those audited financial reports, in accordance with the basis described in note to the summary financial statements.

Basis of Accounting and Restriction on Distribution and Use

Without modifying our opinion, we draw attention to the “The Board of Directors’ Responsibility for the Summary Financial Statements” paragraph above which states that the summary financial statements have been prepared in accordance with the basis described in note to the summary financial statements. The summary financial statements have been prepared to assist Amana Living Incorporated to meet the financial reporting requirements of the Association. As a result, the summary financial statements may not be suitable for another purpose. Our report is intended solely for the Members of Amana Living Incorporated and should not be distributed to or used by parties other than the Members of Amana Living Incorporated. DELOITTE TOUCHE TOHMATSU Leanne Karamfiles Partner Chartered Accountants Perth, 24 September 2014

FInAnCIAL RePORTS

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2014 2013$’000s Consolidated ALI ALAF Consolidated ALI ALAF

Income

Revenue 86 860 86 644 216 83 272 82 106 1 166 Investment revenue 2 015 1 975 40 1 766 1 755 11 Other gain and losses 324 316 8 (1 284) (1 284) -

Revenue from ordinary activities 89 199 88 935 264 83 754 82 577 1 177

expenditureemployee benefits 60 148 60 148 - 57 008 57 008 - Catering and food supplies 5 340 5 340 - 4 837 4 837 - Maintenance and repairs 4 520 4 520 - 4 214 4 214 - Depreciation 6 857 6 857 - 6 793 6 793 - Other expenses from ordinary activities 9 341 9 147 194 9 501 9 479 22

expenses from ordinary activities 86 206 86 012 194 82 353 82 331 22

profit/(loss) from ordinary activities 2 993 2 923 70 1 401 246 1 155

total profit/(loss) for the year 2 993 2 923 70 1 401 246 1 155

other comprehensive incomenet value gain on available-for-sale financial assets

832 832 - 1 443 1 443 -

total comprehensive income for the year

3 825 3 755 70 2 844 1 689 1 155

2014 2013$’000s Consolidated ALI ALAF Consolidated ALI ALAF

Current assets 22 449 21 187 1 462 19 072 17 880 1 214

non-current assets 150 058 150 058 - 146 480 146 480 -

Total assets 172 507 171 245 1 462 165 552 164 360 1 214

Current liabilities 86 557 86 617 200 83 239 83 299 22

non-current liabilities 455 455 - 586 586 -

Total liabilities 87 012 87 072 200 83 825 83 885 22

net assets 85 495 84 173 1 262 81 727 80 475 1 192

Total accumulated funds 85 495 84 173 1 262 81 727 80 475 1 192

SUMMARY OF COnSOLIDATeD STATeMenT OF COMPReHenSIVe InCOMe FOR THe FInAnCIAL YeAR enDeD 30 JUne 2014

SUMMARY OF COnSOLIDATeD STATeMenT OF FInAnCIAL POSITIOn AS AT 30 JUne 2014

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Supporting us

%

Please complete and return this form to:Amana living Anglican Foundation, po Box 933, Subiaco WA 6904.

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Donations over $2.00 are tax deductible Cheques should be made payable to the Amana Living Anglican Foundation

Please contact me with information about how I can contribute time or expertise as a volunteer. Please send me information about helping Amana Living through a Will or Bequest. Please include me on the Amana Life newsletter mailing list.

THAnK YOU! By enriching the lives of others, you enrich your own life too.

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THAnK YOUAmana Living is grateful for the support of our sponsors, donors, staff and volunteers.

To our sponsors and donorsAmana Living is committed to going beyond quality care, so that our residents and clients can continue to live an enriched and meaningful life as they age. We can only do this with philanthropic donations and sponsorship.Thanks to support from the McCusker Charitable Foundation, funds managed by Perpetual and other generous donations, we have been able to expand the McCusker nurse Service. The service offers support, free of charge, to the carers of those living with dementia, and simply would not exist without these donations.Our enrichment Program is an ever-evolving collection of projects that enhance quality of life through a range of activities, with many highlights through the year, including our annual party for residents and clients. The support of the Anglican Community Fund and Seniors Own makes this vital program possible.

To our staff and volunteersThere is something special about Amana Living staff and volunteers. It lies in your compassion and determination to make life the best it can be for our residents and clients.We appreciate the pride you take in working with us, the respect you show to our residents and clients and your positive attitude as you strive for excellence.Staff members who have committed many years to Amana Living are recognised in this Annual Report. Thank you for your dedication.

Amana Living Corporate Office541 Hay Street, Subiaco WA 6008

PO Box 933, Subiaco WA 6904Tel: 1300 26 26 26Fax: (08) 9388 3142

Website: www.amanaliving.com.au