Bethania Service Manager Vanessa Gawith enjoyed lunch with the residents of Palm Lake Care Bethania after their recent board meeting.
October 14, 2019
THERE WAS A tangible sense of excitement within the grand dining room at Palm Lake Care Bethania recently. While the residents are always eager to enjoy the social aspect of lunchtimes shared with their neighbours (along with a hearty meal!), this lunchtime was a little different…
The Palm Lake Care senior leadership team knows that each resident is undergoing a journey unique to them. There’s no doubt that they are worthy of our company’s help, understanding and compassion. And to be heard. And that’s just what each of these managers has pledged – to immerse themselves in our residents’ lives to better understand their needs and to ensure the service and facilities we offer are not just hitting the mark but going above and beyond.
Several months ago, members of the senior leadership team stayed overnight at Palm Lake Care Mt Warren Park. They ate meals alongside the residents, used the same resident facilities and slept in the same accommodation setting on the same fully electric beds and pressure-relieving mattresses that residents enjoy in their own private suites. They also joined residents in their regular morning exercise session and watched on with them during planned lifestyle activities. There was no ‘extra-special’ treatment for these visitors – they lived an authentic day in the life of a Palm Lake Care resident. According to Palm Lake Care CEO Manuel Lang, it was a truly unique and valuable experience.
“While it brought to our attention small areas where we can improve, the experience reiterated to us that our residents are in the best of hands while also enjoying impressive physical surroundings,” Manuel says. “I certainly have a better appreciation of the efforts of our staff and the quality of our product and, most importantly, the nature of our beautiful residents.”
This experience was followed up by lunch with the residents of Palm Lake Care Bethania, as part of a recent full board meeting.
“As the senior leaders of Palm Lake Care we are the decision makers and support structure that underpins each aged caring community to deliver safe, quality services,” says Palm Lake Care’s Chief Operating Officer, Jason McMahon. “We believe that the best way to deliver this is through partnering with our residents to understand their collective and individual needs to live the best life that they can.”
Palm Lake Care Chief Business Officer Justin Willmore says, through these various immersive experiences, senior leadership team members were able to highlight areas requiring more focus and have already implemented positive changes. For example, things as simple as reducing the volume of the call bells at night, extending the ensuite sensor light timer and enhancing our residents’ independence and choice via the creation of a breakfast buffet.
“Now also in the planning stage is a suggestion by some residents for the installation of a putt-putt green fashioned into the current artificial turf. Additionally a kids’ zone is under development with a computer games area to entertain the grandkids when they visit,” Justin says. “The advisory board members and senior leadership team always feel welcomed by our residents and staff – we are privileged to share time with them.”