Examples of innovation | Aged Care Quality and Safety Commission

Due to the unprecedented nature of the COVID-19 pandemic, we are encouraging aged care providers to come up with innovative ways to ensure the ongoing health, safety and wellbeing of consumers in their care, from keeping in touch with family and friends to activities that promote engagement.

We have collected some of these examples below - learn more about some of the innovations that providers have submitted.

Note: The below examples are for sharing information around good practice, they do not form part of an assessment of the featured services’ compliance status. To find out more about assessment activities undertaken for individual aged care services, please visit Find a report.

The video below contains four examples of services' innovative approach to the pandemic, and the current restrictions on visitors.

The Quality Bulletin, our regular newsletter, has featured interviews and stories of ideas at services in Australia and globally.

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Communication about the visitor restrictions

Communicating with residents, families and others about the visitor restrictions is important so that everyone understands why the restrictions have been put in place and what impact they will have on the way families communicate with their loved ones.

Aged care services are including regular information about the visitor restrictions and other matters associated with COVID-19 on their websites and in their newsletters for residents and families.

Some services are going further in their communication. For example, Opal has developed an animation to explain the reasons for the visitor restrictions and other ways that families can keep in contact while they are in place.

Face-to-face visiting

During the visitor restrictions families can be worried about the mental and physical health of their loved ones and concerned that they will not be able to see them in person. Enabling face-to-face visits is important for quality of life for residents, and can reduce anxiety for families.

Face-to-face visits in accordance with the AHPPC guidance can be safe if appropriate precautions are taken. These precautions include screening visitors, ensuring hygiene measures are in place such as hand washing and appropriate cough etiquette, and appropriate use of personal protective equipment if warranted.

Approaches services have taken to support safe face-to-face visiting include:

Creating a ‘window of love’ where families can see their loved ones and communicate by phone
Enabling visits outside the service, for example having visits in a garden or other open space where physical distancing can be maintained
Having a booking system so visits can be planned and physical distancing can be supported inside the service.

Watch the short video below that details how HammondCare aims to maintain face-to-face contact for its residents.

The video below, from Bupa Villages & Aged Care Australia, underlines the importance of a 'flu passport' that ensures visitors will be allowed into an aged care service.

Encouraging contact through letters, parcels and pictures

When there are limits on face-to-face contact many services are going back to what may be seen as ‘old-fashioned’ forms of communication, through letters and postcards.

As well as having families write to their loved ones, some services have reached out to local communities and schools to encourage them to write to residents.

Services are providing pictures of their residents with messages for their families so that they can see that they are well.

Many services have encouraged families to provide care packages as a way of reminding their loved one that they are thinking of them. These care packages can include personal items, cooking or flowers.

Watch the video below to learn how Bupa Villages & Aged Care Australia keep aged care recipients in touch with their loved ones.

Technology-based communication options

Many aged care services have put in place technology-based alternative communication arrangements while the visitor restrictions are in place. These can involve:

Obtaining iPads and other devices and helping residents use them for video calls using platforms such as Facetime, Zoom and Skype, as well as the use of apps
Creating a private Facebook page for each service
Enabling residents to participate in online social gatherings such as an online café for people with dementia and their carers

Watch the video below to see how HammondCare is making technology work for their residents when it comes to keeping in touch.

Additional activities

While the visiting restrictions are in place it is important for services to ensure that they maintain the quality of life, and emotional, mental and physical health of residents. This may require additional activities, or repurposing of existing activities to meet the requirements of the visitor restrictions, and general community restrictions.

Examples of lifestyle initiatives that have been introduced during the visitor restrictions include livestreaming concerts, holding online guitar lessons, supporting online participation in religious services, and virtual trivia games between different services.

Other examples of innovation