Project Description

Fast Facts


Our 18 residential aged care centres provide a broad range of services including:

  • Chaplaincy
  • Care for people with dementia
  • End of life care
  • Respite support
  • Social and lifestyle programs
residents are female
the average resident age
residents with a diagnosis of dementia

Highlights From The Year

Cute, Cuddly Seals

Fluffy, robotic and adorable, PARO seals made a positive impact in residential aged care facilities across BaptistCare, with the introduction of the therapeutic seals in Carlingford, Bangor and Leura.

The seals were introduced in addition to existing pet therapy and lifestyle activities, and have been used effectively to reduce stress levels and stimulate interaction and facilitate conversation in residents living with dementia. When placed on the resident’s lap, the fluffy robot moves, shows expression, and mimics the sound of a baby harp seal, reacting differently when being held, stroked or spoken to.

Integrated with the existing program of lifestyle activities, which include art classes, music, exercise and pet therapy, PARO seals are proving to be a great communication tool for our residents.

Modern Family: Niola

Our largest ever upgrade of Parkes-based BaptistCare Niola Centre commenced in March, with a $10 million refurbishment program.

The program will modernise the trusted aged care facility which has been serving the people of the Parkes Shire for almost 60 years.

The upgrade includes contemporary accommodation and modern fixtures, including all four bed rooms replaced with new double and single rooms with ensuites, and an additional seven beds.

Niola will also boast a fully-refurbished commercial kitchen, a new nurse-call system, an expansion and full renovation to the on-site chapel as well as renovations to Reception and the external facade of the building.

Orana’s Stunning Redevelopment

Orana’s two year, $23 million redevelopment commenced in August 2014, and is set to conclude in October 2016 with a modern new look and premium features making this one of the Central Coast’s superior aged care facilities.

The renovations saw our existing buildings entirely refurbished with an improved room design and advanced technology, as well as an additional 60-bed wing added to the Point Clare-based facility.

A new contemporary interior design inspired by the coastal lifestyle features throughout the facility, which also includes a new state of the art kitchen and coffee shop.

Orana’s lifestyle features will also include a hair salon and wellness centre, alongside a landscaped village green and front yard gardens, a refurbished Chapel and new resident activity areas.

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.

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.

Singing For Hope

When our residential aged care team at BaptistCare Griffith decided to fundraise for Sydney’s homeless community, it was heavenly music that they chose to deliver their message of compassion to people who are living with homelessness, addiction, mental health and legal issues.

The Devotionals, as the choir is known, released their first single and album in time for Christmas as part of a new fundraising campaign for BaptistCare HopeStreet, our grass roots homeless service based in Woolloomooloo. HopeStreet also received a visit from the choir to mark Anti-Poverty Week in October.

The 12 strong staff-based choir of BaptistCare Griffith formed in late 2014, and quickly became a tight knit group, regularly performing their heartfelt songs for our elderly residents living in the ACT.

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.

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