Blog Post

EVERGLOW COMMUNITY CARE PROVES SERVICE IS KEY WITH OUSTANDING RESULTS IN ANNUAL CLIENT SURVEY

27/10/20

“We’ve got big plans for the coming year and now this new benchmark to hit when the next the annual survey comes around…”

AUTHOR: Wayne Crase

With such a heavy focus on being a leader in service and support within the home care industry, it’s rewarding knowing that our hard work at Everglow Community Care is being noticed by the people that matter most – our clients.

Each year, we hold our Annual Client Feedback Survey.  The results from this year well and truly exceeded our expectations. The results, which were finalised in September, show Everglow Community Care sitting at a Net Promoter Score (NPS) of 91.5 when compared with providers of the same size on a national scale.

The annual survey aims to provide a snapshot moment in time to indicate where providers are sitting, what they’re doing well and what they can improve on. Providers who have an NPS sitting anywhere above a 70 being deemed excellent.

Client care is paramount to what we do here at Everglow Community Care and it’s great to know that our clients can see and feel that. We aren’t in this line of work for the recognition but it’s a great feeling to know that what you do is truly affecting people in such a positive way.

We too often hear horror stories from new clients who’ve felt chewed up and spat out by other providers taking them for a ride. It’s heartbreaking to hear; getting older can be challenging enough especially in this technologically advancing age, our aging population shouldn’t feel like they’re being taken for granted or worse – forgotten.

The hard work certainly doesn’t stop here and we’ve got big plans for the coming year.  We’ll be working even harder to ensure this new benchmark is the hallmark of Everglow Community Care long into the future.

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COMMUNITY RALLIES TO EASE COVID-19 STRAIN

COMMUNITY RALLIES TO EASE COVID-19 STRAIN

Media Release

North Queenslanders are pulling together to support our community during the COVID-19 pandemic, with the Townsville branch of the Queensland Country Women’s Association (QCWA) hand crafting fit-for-purpose face masks for Everglow Community Care staff to wear when working across the region.

Everglow Community Care CEO Wayne Crase said more than 340 masks have been made to date which will help to ensure staff can continue to support the elderly in our community.

“This is a wonderful collaboration between the QCWA and our Association and will help to keep our staff safe and healthy as they support isolated elderly members living in the communities of Townsville, Hinchinbrook and the Burdekin,” Mr Crase said.

“We currently have more than 1,000 clients and employ around 70 staff across our Townsville, Ingham and Ayr offices and it’s vital health and safety are at the forefront as our community deals with the significant impacts caused by COVID-19.

“Everglow Community Care approached the QCWA to make these fit-for-purpose masks to suit our specific requirements which are vastly different to those of regular surgical masks.

“It has been humbling to watch the volunteers in our community come together and show such passion in delivering these masks so that the elderly across North Queensland can continue to be supported in their own homes.”

Everglow Community Care assists clients to remain in their own homes by providing services which assist in strengthening physical, mental and emotional wellbeing and enable them to remain in the comfort of their own homes.

“As part of our commitment to our clients and the North Queensland region more broadly, we are doing all we can to ensure it is “business as usual” where possible when it comes to helping the elderly across our region,” Mr Crase said.

“North Queenslanders have put their trust in us for the past 30 years and that is not something we take for granted or take lightly. It’s wonderful that the QCWA can assist us to keep on keep on during this difficult time.”

EVERGLOW COVID-19 RESPONSE- A NOTE FROM OUR CEO

EVERGLOW COVID-19 RESPONSE- A NOTE FROM OUR CEO

 

We would like to reassure all clients, families and next-of-kin that Everglow’s services continue to be delivered, with prudent measures implemented to safeguard the health and wellbeing of our employees, volunteers, and clients from COVID-19.

Everglow has been undertaking significant preparedness and scenario planning activities to ensure we are as prepared as possible for any widespread community transmission of COVID-19 or transmission of the virus to any of our employees, volunteers, and clients.

Key clinical Everglow staff are in regular contact with Queensland Health and other public health officials to ensure our response preparedness and response strategies are aligned to Federal and State Government agency planning.

STEPS EVERGLOW IS TAKING RIGHT NOW

Everglow has taken the following actions to minimise the potential current and future risk of COVID-19 spread:

  • Mandating social distancing with all employees and volunteers to reduce the risk of contamination by someone with the virus;
  • Reinforcing good hand hygiene with all employees and volunteers;
  • Restricting international and interstate business travel for our employees;
  • Limiting employee travel within Queensland to essential clinical and care services only;
  • Reducing large gatherings and meetings across our entire organisation to only those that are clinically necessary;
  • Suspended all social support group/centre-based respite activities until further notice;
  • Suspended all non-urgent home visits conducted by the case managers/allied health team.;
  • Home Maintenance to continue client services without requesting client signatures until further notice;
  • When a client presents/reports with flu-like symptoms, Everglow will provide essential services only – Personal Care, Medication and Meal Preparation;
  • A client confirmed with COVID-19 Everglow will be provided essential services only – Personal Care, Medication and Meal Preparation; and
  • Case managers have increased contacting clients for wellness checks.

If you are unsure about anything, please talk with your carer and continue referring to www.health.qld.gov.au for updates and other information on COVID-19.

If you have any questions about the precautionary measures Everglow is taking in relation to COVID-19, please do not hesitate to call your local branch office as normal.

OUR STAFF ARE CONTINUING TO WORK AS NORMAL DURING BUSINESS HOURS (8:30AM – 4:30PM MONDAY TO FRIDAY). 

For now we are carrying on with normal business operations, however we have tested our remote work systems to ensure everyone has the resources and tools they need to do their jobs from any location. We will continue to support our clients and normal business operations from our office while continuing to monitor advice from Government and health officials.

INFORMATION FOR EVERGLOW CLIENTS AND FAMILIES

We know you will be worried about COVID-19, however please rest assured Everglow is taking all necessary steps as advised by Federal and State health agencies to protect your health and wellbeing.

Your connectedness to family, friends and community at this time is vital. If you are feeling lonely or concerned, please talk with your Case Manager or Personal Carer or call Everglow on 4725 1822.

WE ARE HERE FOR YOU.

Contacting Everglow

Phone:

Ayr – 4728 2540

Ingham – 4776 2296

Townsville – 4725 1822

You can contact Everglow between the hours of 8.30am to 4.30pm Monday to Friday.

Email
You can email your enquiry to everglow@everglow.org.au


COMMUNICATION WITH EVERGLOW
We ask that all clients check their personal information is up-to-date by contacting your Case Manager. Please ensure your email address and communication preferences are set to email to ensure you continue to receive timely updates.

You can keep up to date with us on Facebook and LinkedIn.

OUR OFFICES ARE CLOSED TO VISITORS
To reduce the risk of transmission to staff and to any visitors, our offices are now closed to any third parties. Everglow is now only contactable by phone or via our email address stated above. 

YOUR MENTAL HEALTH
Everglow offers a program to support your wellbeing during this time. 

It is common to experience feelings of anxiety and depression as a response to extraordinary situations. Seeking support early can help you get on top of the emotions and back on your feet. By calling your Case Manager, you can gain emotional support and begin to work through plans of how to recover and rebuild during and after stressful events. 

If you are feeling distressed, needing support or suffering health symptoms as a result of this situation, you can talk to a Social Worker or Nursing team easily by phone and get some support to get back on track.

Everglow would like to reassure you that we are here for you during this time and thanks you in advance for your patience. We will continue to provide you with relevant updates relating to our service as they arise.

Stay safe and stay well.

Wayne Crase

Chief Executive Officer
Everglow Community Care Links Inc.

COVID-19 UPDATE – A MESSAGE FROM THE CEO

Everglow Community Care would like to reassure the community that the Association is undertaking proactive measures to ensure the wellbeing of its clients and staff.

At this stage, COVID-19 has not impacted our productivity or ability to work with our clients.

The below measures we have taken are pre-cautionary only and will be in effect immediately until May 1 2020, at which time they will be reviewed again.

Client Services

  • Suspend all social support group/centre-based respite activities until further notice.
  • Suspend all non-urgent home visits conducted by the case managers/allied health team. 
  • When a client presents/reports with flu-like symptoms, Everglow Community Care will provide essential services only – personal care, medication and meal preparation.
  • A client confirmed with COVID-19 will have services suspended until health authorities provide clearance. 
  • If Personal Care Workers arrive at a client’s home and the client is presenting with flu-like symptoms- services will not be undertaken.
  • Case Managers are currently contacting clients for a wellness check.
  • Home Maintenance Services will continue unless our staff become impacted; however, there will be a relaxation on clients needing to sign off for service to reduce contact.
  • All staff have been provided with a comprehensive update on COVID-19 supplied by the Australian Government Department of Health.
  • All inter-office travel by staff is suspended until further notice. This is to minimise the impact across our locations and ensure business continuity.

Our staff are continuing to work as normal during business hours (8:30am – 4:30pm Monday to Friday). 

For now, we are carrying on with normal business operations; however, we have tested our remote work systems to ensure everyone has the resources and tools they need to do their jobs from any location.

We will continue to support our customers and normal business operations from our office, with ongoing monitoring of advice from Government and health officials.

Wayne Crase

Everglow Community Care CEOthe

CELEBRATING 30 YEARS OF COMMUNITY CARE AND LEADERSHIP

“North Queenslanders have put their trust in us for the past 30 years and that is not something we take for granted or take lightly…”

Wayne Crase, Everglow Community Care CEO

When the Ethnic Community Care Links (ECCLI), as it was known then, was established some 30 years ago as a pilot program, no one could have foreseen the success the Association would be today.

What started as a pilot program in the late 80’s to help older people from cultural and linguistically diverse backgrounds to stay in their own homes for longer, has now expanded to an Association which helps around 1,000 clients and employs more than 70 staff across its Townsville, Ingham and Ayr offices.

While our name has changed from ECCLI to Everglow Community Care, our commitment is stronger than ever to providing personalised care that is dignified, respectful and focuses on giving elderly people autonomy over their own life to help them stay in their own homes as long as possible.

The fact that today we are celebrating a 30-year commitment to the region, helping to advance health, social and public welfare for thousands of locals over the past three decades is testament to the overwhelming support and trust we have received from the North Queensland community.

Everglow Community Care works with the State and Federal Government to provide Commonwealth Home Support Programs, Home Care Packages and the Queensland Community Care Program.

Our goal has always been simple- to bring out the best in our clients so that they remain at home withtheir community. We do this by providing services which assist in strengthening physical, mental and emotional wellbeing and foster enhanced social connections.

Everglow Community Care is one of North Queensland’s only truly independent not-for-profit organisations in the sector.

The independence of the Association allows us to be autonomous in our local service provision. We pride ourselves on being the champions of the aged care sector across the Townsville, Hinchinbrook and Burdekin regions.

As part of our commitment to our clients and the North Queensland region more broadly, we are one of the few within the sector which doesn’t charge entry, administration and exit fees which means that all funding goes towards the care of our clients.

North Queenslanders have put their trust in us for the past 30 years and that is not something we take for granted or take lightly.

The quality of life of each of our clients matters and there is no greater reward than being able to help the elderly to become empowered and able to live their life in the way they choose.

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