St Vincent’s Care’s Heartprint model, highly commended in the 2024 Future of Ageing Awards Service Transformation category, prioritises compassionate care, fostering resident wellbeing and aligning with aged care reforms. Results were unveiled at a presentation dinner in Sydney on August 29, 2024…To view all of the winners…
St Vincent’s Care Services (SVCS) launched Heartprint, a transformative model of care, on 20 February 2024, aligning with the UN’s World Day of Social Justice. Heartprint represents a shift in SVCS’s service delivery, placing human connection, belonging, and purpose at the forefront. Developed over six years, the model was piloted at St Vincent’s Aged Care Corinda in Brisbane under the leadership of the Executive General Manager of Service Delivery, Julia Lawrence. The initiative emphasises a culture of compassion, aiming to create lasting, meaningful connections while ensuring compliance with the new Aged Care Act.
Why it came about
Heartprint was conceived to address gaps identified in SVCS’s operational model. While the existing model ensured quality and compliance, it lacked a defined, well-articulated approach to care that prioritised emotional connections and personal purpose. Under the leadership of Julia Lawrence and Service Project Lead Lisa Guiver, SVCS conducted extensive research, including global site visits to aged care facilities in the Netherlands, Switzerland, and Singapore, to explore effective care practices. The objective was to create a comprehensive model that fosters human connection, enhances wellbeing, and aligns with sector reforms prompted by the Royal Commission into Aged Care.
How it works
Heartprint integrates person-centred care across SVCS, influencing every aspect of service delivery, from facility design to staff training and daily routines. The model’s pilot at Corinda involved establishing small household units to foster stronger bonds between staff and residents, redefining roles as ‘living support partners,’ and promoting resident autonomy in daily living activities. Staff training emphasised emotional intelligence, communication, and trauma-informed care. The model is now being implemented across SVCS facilities, supported by ongoing staff training, marketing, and evaluation to assess impact and refine approaches.
With a three-year full implementation and evaluation program now underway, Heartprint also supports SVCS’ response to new legislative requirements, the forthcoming new Aged Care Act and person-centred care standards.
Key stakeholders include Julia Lawrence, who spearheaded the project, and Lisa Guiver, co-author and Independent Chair of the SVCS Consumer Advisory Body. CEO Lincoln Hopper and Queensland State Manager Sally Kelynack provided strategic leadership, while Corinda facility manager Karrin Auld oversaw the pilot. Training leads Shelley Hoppen and Sharon Taylor facilitated Heartprint training sessions. SVCS is also partnering with Australian Catholic University researchers to academically assess Heartprint’s impact.
“New model of care, and great early results from pilot.”
2024 Future of Ageing Awards judge
Evidence of success
The Corinda pilot demonstrated notable success, with 100% occupancy and exceptional employee engagement, including a 26% year-on-year increase in staff recommending SVCS as a workplace. SVCS also saw its consumer NPS score surge from 28 to 65, a 132% improvement. In addition, the Aged Care Quality and Safety Commission selected Corinda for a test audit of the new care standards, validating Heartprint’s alignment with emerging industry regulations. Moving forward, SVCS plans to continue evaluating Heartprint’s impact, with a partnership with Australian Catholic University set to provide further academic validation.
