Blue Haven: Listening Post learnings

Published on 22 December 2021

Blue Haven Bonaira aerial

At Kiama Council’s aged care business Blue Haven Illawarra, new Chief Operating Officer Kerrin Hunter and CEO Jane Stroud recently embarked on a series of open disclosure Listening Post sessions and will now work through the issues and opportunities for improvement that were raised. 

The Listening Posts were held at Blue Haven’s residential aged care facility (RACF) and independent living units (ILUs) and attended by residents and their families. The Listening Posts have been invaluable in learning about current issues and opportunities for improvement.

Feedback from residents and their families included:

  • Suggestions to improve menu options in the residential aged care facility (RACF)
  • Communication / handover during shift changes between staff could be improved
  • Gardening and pride in the surrounds of all independent living units (ILUs) is imperative
  • Challenges in sharing areas such as meeting hall at Bonaira, deck, foyers and roadways, could be improved by clearer policies and expectations
  • Quality of clinical care is essential, appropriate equipment and responsive complaints management is core to the business
  • Care, professionalism and attention of staff is seen as a real positive
  • Maintenance regime and request for capital works for all ILUs needs to be clearer
  • Communication could be improved
  • Reinstatement of social events and activities at the RACF and ILUs is welcome with easing of public health orders and restrictions

Ms Hunter and the new Blue Haven Board with work closely with CEO Ms Stroud to progressively address these issues, and make immediate service changes where required.

One example of where Ms Hunter has been making immediate changes following feedback, includes the Blue Haven Club additional services program, which was launched in 2019.

“We have identified that while the program is extensive and provides for improved amenities and services for our residents, some of the program’s services may not be currently available,” said Ms Hunter.

In the interests of best practice, Blue Haven will be conducting a thorough review of this offering and may potentially change the product to offer better value for our residents.

While this review is conducted, we have suspended the charging of Blue Haven Club fees for all residents. Blue Haven residents and their families have been informed.

“We very much look forward to creating an improved offering that better meets the needs of and provides continued value for money to all residents,” said Ms Hunter.

Blue Haven has also purchased additional clinical equipment to aid in the provision of care, with particular focus on pressure relieving equipment such as air mattresses, ROHO cushions and booties. These needs were identified after investigating two complaints at the RACF that we are currently working to resolve.

Any residents or families who wish to discuss this or any other matter further or in more detail, please get in touch:

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