Here, I make a difference

Hello, I’m Melissa Ostrouhoff, the Clinical Governance Manager (CGM) for Palm Lake Care. I am a Registered Nurse (RN) of 30 years’ experience. I have worked in many arenas as an RN, but have to say, that aged care is the one I have found to love the most, as it is one in which we can build true relationships and truly get to know, and help, individuals.

I have a true passion for quality, and best practice, care and services; and specialise in developing frameworks and processes to support staff knowledge and practice, which in turn will support quality of life for our residents.

As the CGM I get to work with all levels of staff and residents, listen to their feedback, and work to continuously improve on how we do things, so that they are meeting the needs and preferences of our resident and the ever-changing world.

In my personal life, I am a proud mum to three grown children, enjoy spending quiet time with my husband, crafting, and caring for our semi-rural property in the Gold Coast hinterland region.

Hello, I’m Russell Middleton, and I work at Palm Lake Care as the Hotel Services Coordinator. My career began in the bustling hotels and restaurants of London and the UK, before I moved to Australia to continue my journey. For the past 10 years, I have dedicated myself to aged care, starting as a Chef Manager, then advancing to a Group Chef role, and now serving as the Hotel Services Coordinator. In this role, I mentor and support not only the kitchens at Palm Lake Care but also the housekeeping and laundry departments.

I work closely with the heads of these departments to ensure we consistently deliver exceptional service to our residents. Through open discussions with our residents daily, as well as during our monthly food focus and residents’ meetings, we strive to meet and exceed their expectations. I am passionate about making a positive impact on the day-to-day lives of our residents, ensuring they feel heard, included in fundamental decisions such as menu planning and special events, and most importantly, truly cared for.

Outside of work, I love taking long walks along the beach and watching my children play their chosen sports.

“Hello, I’m Hayley Alagiah, and I am honoured to serve as the Customer Experience Support at Palm Lake Care. With over 17 years of dedicated experience in aged care, I have had the privilege of working in various roles, including personal carer, nursing, administration, and rostering, and now in customer experience.

I am committed to assisting clients through their journey, from the initial enquiry about care to admission and beyond. My passion lies in making a positive impact on the lives of our residents, ensuring they always feel valued and cared for.”