What is your model of care?

We have a resident-centred model of care, which means there is no one size fits all approach. Instead, we get to know every individual person that comes to live in one our homes. Our teams understand that each resident in our care has their own individual story to tell, with different experiences, preferences, identity, values, beliefs, likes and dislikes.;;;When you first move into our homes, our teams get to know you, completing a care plan and other moving in documents. Combined with their experience and compassionate care, residents settled and comfortable, cared for in a safe and supportive environment.;

Do you have Registered Nurses in your homes?

Yes, we have Registered Nurses rostered 24;hours a day,;seven days a week;in all our homes, guided by a clinical Care;Director;and supported by Enrolled Nurses and carers.;

How does Estia Health support residents’ mental wellbeing?

Our care team look after all aspects of a residents wellbeing, including their physical and emotional health. When moving into one of our homes, our clinical care teams will review all of your medical history, your Aged Care Assessment Team* assessment and discuss your care needs with your GP and any other medical professionals looking after you. This will include any care you require to support your mental health and wellbeing.; We understand the impacts of the COVID-19 pandemic have been particularly difficult for people living alone, or full-time carers and that for residents living in our home, state directions may have resulted in periods of restricted visitor access to some of our homes.; Our teams get to know residents in our homes with the aim to understand their likes and dislikes,;background;and hobbies. This is an important step in supporting residents to feel settled in our homes, looking at opportunities for them to engage in activities that are meaningful to them as well as socialising with like-minded people.; *referred to as Aged Care Assessment Service in Victoria

How do I give feedback on the care I receive?

The care you receive is delivered in partnership with you or your nominated representative. We make the time to listen and encourage residents and their loved ones to speak to our team at any time, whether its a compliment, suggestion or complaint.; Our homes have regular resident and relative meetings, which can be a good opportunity to discuss ideas or feedback regarding the home. Alternatively, youre welcome to reach out via any of the following ways:; Speak with the Registered Nurse in charge as your first point of contact; Arrange to meet with the Regional Aged Care Manager of the home, either in person, by phone, or by completing the feedback forms located in the homes reception area; We;carry out regular customer engagement surveys in our homes. ; If you have a complaint or are unhappy with the care youre receiving or the outcome of your discussion, you can contact:; The Regional Manager or contact Estia Healths National Quality team through email feedback@estiahealth.com.au;or phone ;1300 682 833; ; In the event youre not happy with the steps taken by Estia Health, you can seek assistance from; Advocacy services or the Aged Care Quality and Safety Commission: if after raising your complaint or concerns with Estia Health, you feel your feedback has not been addressed, you can contact the local advocacy group or the Aged Care Quality and Safety Commission online at agedcarequality.gov.au or by calling 1800 951 822;;

Clinical Care

Providing safe, supportive care tailored to each unique individual

How we care

Every person who comes into our care has unique needs, experiences and preferences. When you move into one of our homes, we focus on you as an individual, supporting you to live the life you choose. We take the time to understand your care needs, physical and mental health, and the people who matter most to you.

Many residents living in our homes have dementia or complex chronic conditions that require high-level clinical care, including dementia care or palliative care. Our experienced clinical teams coordinate personalised care in partnership with GPs, allied health professionals, community nurses, Primary Health Networks and medical specialists.

We work closely with you and your loved ones to make the transition into our home as smooth as possible. Together, we develop a personalised care plan covering medications, pain management, allied health services, dietary requirements and other important aspects of your care. You’ll also meet our catering and lifestyle teams, who will get to know your preferences, interests and hobbies so we can support your wellbeing every day.

Safe and supported

As a resident in our homes, your safety is at the core of the care we deliver and we are focused on caring for all aspects of your wellbeing, both physically and mentally.

As a residential aged care provider, we are regulated under the Aged Care Act 2024 and are required to meet the Strengthened Aged Care Quality Standards. Our teams continually review and assess resident care to ensure we deliver safe, high-quality, person-centred services that meet each resident's needs and preferences. This is supported by consistent policies and procedures across our 90+ homes, overseen by regional clinical quality teams who monitor, assess and report on care using a range of clinical performance indicators.

We have quality-focused committees, including a Quality Improvement Committee that continuously reviews care systems and processes and identifies opportunities for improvement. There is also a Clinical Governance Committee, comprising highly experienced professionals and external healthcare representatives with expertise across a range of specialties.

Experienced, compassionate care teams

Our homes have experienced and compassionate care teams, many with extensive experience in the healthcare sector. Clinical care is overseen by a Care Director ensuring the best possible clinical outcomes and a true resident-centred care approach. Their team includes qualified Registered Nurses and Enrolled Nurses focused on the safety and overall wellbeing of residents. Our teams are experienced and receive continuous education opportunities, including medication and pain management, wound care, dementia and palliative care. When you visit one of our homes, please ask to meet our clinical care team who will be happy to talk to you about your care needs.

Estia Health’s care teams are supported by a national care quality team, who educate, guide and support our home care teams with all aspects of care. Roles include Quality Business Partners and Clinical Development Partners who are experienced clinicians and are tasked with reviewing care being given, conducting audits and offering ongoing education and support. Their roles act as a conduit between our homes and governance committees, ensuring residents have a choice in their care and feel supported to provide feedback on their experiences, as well as giving their suggestions.

Our approach to infection prevention and control

Protecting the health and wellbeing of our residents remains a priority, which is why we maintain robust infection prevention and control measures across all our homes. This includes dedicated Infection Prevention and Control Leads who work closely with our care teams, supported by a national infection prevention and control specialist who provides ongoing education, guidance and auditing.

Our approach focuses on reducing the risk of all infectious illnesses, including COVID-19, influenza and other transmissible viruses. We support vaccination programs for residents and team members*, promote best-practice infection control procedures, and continually review our processes to help keep our home communities safe.

We closely monitor public health advice and follow all relevant state and government guidance. When infectious disease risks arise, our teams provide clear and regular communication to residents, families and loved ones, ensuring everyone remains informed and supported.

*unless medically exempt

Hear from members of our clinical team

Meet

Anita

Meet

Veronika

Meet

Jane

I just want to say how happy I am with the level of care that my Mum has been receiving. I have visited the care home every day for the past 6 weeks and I have seen a lot in that time

- Daughter
When visiting mum I was regularly greeted by a staff member and informed of mum's current location. That left me with the comforting knowledge that staff had taken an interest in mum and her wellbeing. The family was always kept informed of any issues as they occurred and whenever there were any concerns a doctor was called to attend to mum.
Because of the support you gave to mum you made it possible for us to have mum around for another six years. She was happy in your care. You are indeed a great team of people. Keep doing what you are doing because I may just be your next resident.

- Family member

Frequently asked questions

What is your model of care?

We have a resident-centred model of care, which means there is no one size fits all approach. Instead, we get to know every individual person that comes to live in one our homes. Our teams understand that each resident in our care has their own individual story to tell, with different experiences, preferences, identity, values, beliefs, likes and dislikes.

When you first move into our homes, our teams get to know you, completing a care plan and other moving in documents. Combined with their experience and compassionate care, residents settled and comfortable, cared for in a safe and supportive environment.
Do you have Registered Nurses in your homes?

Yes, we have Registered Nurses rostered 24 hours a day, seven days a week in all our homes, guided by a clinical Care Director and supported by Enrolled Nurses and carers.
How does Estia Health support residents’ mental wellbeing?

Our care team look after all aspects of a resident’s wellbeing, including their physical and emotional health. When moving into one of our homes, our clinical care teams will review all of your medical history, your Aged Care Assessment Team* assessment and discuss your care needs with your GP and any other medical professionals looking after you. This will include any care you require to support your mental health and wellbeing.

We understand the impacts of the COVID-19 pandemic have been particularly difficult for people living alone, or full-time carers and that for residents living in our home, state directions may have resulted in periods of restricted visitor access to some of our homes.

Our teams get to know residents in our homes with the aim to understand their likes and dislikes, background and hobbies. This is an important step in supporting residents to feel settled in our homes, looking at opportunities for them to engage in activities that are meaningful to them as well as socialising with like-minded people.

*referred to as Aged Care Assessment Service in Victoria
How do I give feedback on the care I receive?
The care you receive is delivered in partnership with you or your nominated representative. We make the time to listen and encourage residents and their loved ones to speak to our team at any time, whether it’s a compliment, suggestion or complaint.

Our homes have regular resident and relative meetings, which can be a good opportunity to discuss ideas or feedback regarding the home. Alternatively, you’re welcome to reach out via any of the following ways:
- Speak with the Registered Nurse in charge as your first point of contact
- Arrange to meet with the Regional Aged Care Manager of the home, either in person, by phone, or by completing the feedback forms located in the home’s reception area
- We carry out regular customer engagement surveys in our homes.
If you have a complaint or are unhappy with the care you’re receiving or the outcome of your discussion, you can contact:
- The Regional Manager or contact Estia Health’s National Quality team through email feedback@estiahealth.com.au or phone 1300 682 833
In the event you’re not happy with the steps taken by Estia Health, you can seek assistance from
- Advocacy services or the Aged Care Quality and Safety Commission: if after raising your complaint or concerns with Estia Health, you feel your feedback has not been addressed, you can contact the local advocacy group or the Aged Care Quality and Safety Commission online at agedcarequality.gov.au or by calling 1800 951 822

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