Relationship-based model gets to the heart of quality care

St Vincent’s Care has embedded a relationship-based care model nationwide across its facilities.

Known as the ‘Heartprint’ model, it strengthens personal connections, creates a true sense of community, blurs the lines between residents and workers, and has received national recognition with a nomination in Ageing Australia’s You are ACE! awards, which recognise outstanding achievement, commitment and excellence across the aged care sector.

Take St Vincent’s Care Heathcote in New South Wales — from the moment you arrive, the difference is palpable. Grace Wilson — a 78-year-old resident — is at the reception desk working alongside staff member Jennifer to greet visitors who arrive at the home. Grace, a former office manager, moved into St Vincent’s Care after losing her husband, and was seeking purpose in her new home.

“It’s a natural fit for me and I enjoy doing the work,” Grace said — now staffing the reception desk four days a week. “It makes a difference for new residents and families when they see someone who lives at the home in a front of house role.” Fellow residents also appointed Grace Chair of the Residents’ Advisory Committee, a committee that consults on everything from garden planning to outing ideas.

“Grace is certainly a very valuable member of our team, both as a resident and as a colleague and friend,” Mark Aros, St Vincent’s Care Heathcote Manager, said. “We know that making a contribution to where she lives is important for Grace — it’s important for her mental health and we have plenty of laughs and fun along the way.”

“Quality aged care isn’t just about clinical excellence, it’s about connection,” Ageing Australia CEO Tom Symondson said, saying the Heartprint model is a shining example of the sector’s ongoing commitment to excellence. “The best providers understand this and they’re leading the way in creating places that feel like true homes for residents.”

In Aros’s words: “When residents are empowered to shape their lives here, the whole community thrives.”

Image caption: Resident Grace Wilson (centre) with her daughter Sheridan Wilson (left) and her colleague Jennifer Dacron from St Vincent’s Care Heathcote.