Quality outcomes at Quirindi Care Services

Eloura operated by Quirindi Retirement Homes (NSW)

Quirindi Care Services engaged Health Generation to help with compliance in mid-2022 and has now been granted full reaccreditation from the ACQSC with 42 of 42 requirements met with recognition of solid strategies in place to ensure ongoing compliance into the future.

Quirindi’s board and former CEO made the decision to bring in outside consultants when the facility was assessed to be non-compliant across a number of standards. For the community-managed provider encompassing a 68-bed residential aged care facility, palliative and respite care for the Quirindi area in regional NSW, the decision was a major commitment toward improving quality systems and processes for the home at a challenging time.

The improvement process was managed by Health Generation’s Senior Client Partner Paddy Spillman and Clinical Consultant Jillian Brennan (pictured) who spent time with the team at Quirindi.

According to Kim Riley General Manager at Quirindi, they were attracted to Health Generation’s approach of sending an expert clinical consultant to the facility to work with them – someone who wasn’t distracted by the day-to-day running of an aged care facility and could focus solely on the improvement process.

“Jillian was matched to our facility; she had worked in a similar environment and had an understanding of the issues facing rural providers and had life experiences living in a rural area.  Our involvement with Health Generation started with one of their consultants undertaking an in-depth assessment that we were able to submit to the Commission when we applied for re-accreditation.  This also meant that Health Generation was able to provide the Board and management with a plan that included clear timelines and steps and this is what Jillian used to get us back to where we needed to be.

“Their approach was always with the aim to make us self-sufficient, to provide us with the framework, processes and skills so that the team at Health Generation don’t need to come back,” Ms Riley said.

“It was very important to support our staff during this process. They were fatigued and had been under workplace stress during COVID; donning PPE multiple times per day and ensuring family members received regular updates about their loved ones. The team had been spending more time with residents than with their own families. Jillian was respectful and collaborative in the way she interacted with our team.  She empowered us all with the skills and knowledge to keep the momentum moving forward.  

“Many of the staff have been at Quirindi for much longer than I, so the outcomes are a testament to their commitment and effort,” Ms Riley added.

Health Generation’s Paddy Spillman worked closely with the General Manager Ms Riley throughout the process, providing regular reports for the board with respect to progress against pre-agreed milestones, including regular updates about planned internal changes to help manage the communications process with staff.

“My approach for all our clients is one where we come alongside and partner with the provider and their team on the ground, to enhance what is working, develop and implement quality systems and processes and provide a solution to the existing resource gap. Our expert team of clinical consultants work in close partnership with approved providers to enable the best outcomes for each of their unique circumstances,” Mr Spillman said.

“Health Generation provided the focus, a plan and support”

Kim Riley, General Manager, Quirindi Care Services

With more than 50 staff across Australia, Health Generation provides a range of clinical, compliance and advisory services designed to support providers at any stage of their journey toward achieving quality care outcomes.

Sponsored by Health Generation


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