Project Description

Fast Facts

Home Services

Providing lifetimes of care tailored to the needs of the people we serve:

  • Personal care (300,000+ hours)
  • Respite services (250,000+ hours)
  • Social support (115,000+ hours)
  • Transport (25,000+ hours)
  • Medical support (20,000+ hours)
care staff
hours of care provided
home care packages

Highlights From The Year

YouChoose Launch

We launched our response to Consumer Directed Care in May, with YouChoose, an approach to care in the home that allows the customer full control, choice and clarity around the services they need.

The new YouChoose website allows customers to design their own homecare package online by tailoring their services to meet their financial and personal needs.

Services are divided into four areas; health, home, community and independence, enabling customers to choose the support and care that suits them.

Creating Stronger Carers

BaptistCare’s Stronger Carers Peer Support program is lightening the load for people who are dealing with the life-changing role of caring for a loved one with dementia. Following the conclusion of government funding in June 2015, we’ve continued to run the program using the skills of trained volunteers across the Sydney basin, Blue Mountains and the Central Coast.

We’ve trained over 23 volunteer coaches, who are then matched with a carer in order to provide the support and experience that only a lived journey can bring. Over 50 carers have told us how great it is to have someone to talk to who truly understands what they are going through.

Our original program was also one of five finalists in the Team Innovation category of the 2015 HESTA Aged Care Awards, recognising those in the aged care sector who have made an exceptional contribution to improving the quality of life for older Australians.

Living Well, Dying Well Dementia Forum

With an estimated 80% of our residential aged care customers experiencing dementia, and rapidly rising dementia rates within the general community, we know that service providers across the community, residential and acute sectors will agree that how we care for people living with dementia, and their carers, is so important.

Our annual Dementia Forum saw 250 delegates hear from experts presenting their innovative programs and the latest research on the topic of Living Well, Dying Well. The program featured Graeme Atkins – a singer and songwriter living with Younger Onset Dementia – who was joined by his partner and carer, Susan Murphy.

The Forum also included presentations from a range of high profile speakers including the Hon. John Watkins AM, CEO of Alzheimer’s Australia NSW; Associate Professor Lee-Fay Low from the University of Sydney; and Dementia Consultant Trudy Neal from Alzheimer’s Australia Victoria.

The Volunteer Pastoral Care Visitors Program

BaptistCare is reconnecting the community with our Volunteer Pastoral Care Visitors Program, which commenced in 2014, and has been providing emotional and spiritual support to seniors who receive support through our aged care services.

The volunteer program creates a platform where volunteers, who are active in their local church connect with BaptistCare clients who live within their community or who are in residential care. Volunteers complete a free interactive pastoral care course over eight weeks, which includes practical work alongside of our chaplains. The course provides vital skills for exploring issues of loss and grief, and discussing how experiences shape our lives, and how ageing changes our experiences.

This year alone we’ve trained 48 volunteers who are have visited 863 BaptistCare clients across Wagga Wagga, Macquarie Park, Narellan and North Sydney, with the program continuing to expand across NSW and the ACT in the coming year.

Putting Our Customers First

With outstanding customer service at the heart of fulfilling our promise of providing Care you can trust, a team of 14 specially trained facilitators delivered 1031 hours of training to all BaptistCare staff in the largest roll out of customer service training in our organisation’s history.

The training was built around our behavioural expectations of Be friendly, Be curious, Be active and the skills of active listening, asking great questions and effectively handling complaints.

60% of our staff indicated that they felt the training had improved the way they personally engaged with customers and 40% were already specifically noticing improvements in their workplace because of the training.

In addition to the training, a customer service charter was designed and rolled out to all sites with clear and simple guidelines for our customer service approach, while an online learning module is also being developed to support ongoing training for current and new staff.

A New Era Of Customer Engagement

Over the last year we’ve established a new Customer Engagement Centre (CEC), based at our Macquarie Park site.

Launched on 1 July, the CEC will deliver an industry-leading, experience for new customers through a single point of contact, taking incoming calls and enquiries via 1300 275 227, as well as government portals, the BaptistCare YouChoose app and email.

The CEC team will also capture meaningful information from each new customer in a purpose-built customer relationship management tool, allowing our organisation to deliver trustworthy, responsive and efficient customer service.

Related Stories

Fay & John’s story

Surrounded by memories, Fay and John continue to dance in their own home as they’ve done for 60 years.

Introducing YouChoose

Individuality is a big part of our promise to deliver Care you can trust, which is why we’ve developed a new approach to providing care in the home.