GOODWIN AGED CARE SERVICES THE BETTER LIFE CHOICE WWW.GOODWIN.ORG.AU
THE BETTER GOODWIN AGED CARE SERVICES AT A GLANCE GOODWIN AGED CARE SERVICES WHAT: T he largest locally based not-for-profit aged care provider in the Australian Capital Territory (ACT), offering a comprehensive range of services—including retirement living, residential care, home care, and allied health services. WHERE: M ultiple facilities across the Australian Capital Territory (ACT) and New South Wales (NSW). WEBSITE: w ww.goodwin.org.au OVER 70 YEARS OF VALUED EXPERIENCE THAT BRINGS THE NEEDS OF SENIORS FRONT AND CENTRE 1 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04
LIFE CHOICE Goodwin, Canberra’s leading notfor-profit provider of senior living services, has recently celebrated a remarkable milestone—70 years of continuous service. Established in 1954, the organisation’s roots reach back to the late 1940s, when a gap in age-appropriate housing for older Australians in the national capital became increasingly evident. Back then, Canberra was a young city, newly named 2 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04
Australia’s national capital and still carving out its identity. As public servants were being relocated to the region, the federal government provided housing support for incoming workers—but older Australians were left out of the equation. With few options available outside of living with family, the needs of seniors were starkly unmet. Enter the National Council of Women. Stephen Holmes, Chief Executive Officer of Goodwin, credits this civic-minded group as the catalyst for the organisation’s formation.“They brought the issue to light and then came up with a solution,” he explains. “It was an organisation formed by the community, for the community.” What followed was a massive grassroots fundraising effort across Canberra. Holmes notes that the “Buy a Brick” sticker drive was one of the most memorable campaigns. “You weren’t buying a brick per se— you were buying a sticker—but it symbolised your contribution to the construction of the first buildings,” he says. The campaign earned the support of Dame Pattie Menzies, wife of then-Prime Minister Robert Menzies, adding significant momentum to the cause. Eventually, the Australian government matched the funds raised and granted a parcel of land for development. By 1959, Her Excellency Lady Slim erected and opened the first buildings. Just two years later, in 1961, the first nursing home in Canberra followed, inaugurated by Prime Minister Menzies himself. From this humble beginning, Goodwin has become a keystone of aged care in the ACT and southern New South Wales. Its commitment to seniors has never wavered, but its methods have evolved significantly. Today, the organisation offers a comprehensive suite of services, including six retirement villages in Canberra and one in NSW, 400 residential aged care beds, and a rapidly growing home care program—all supported by a diverse workforce of around 750 people. “In the last 20 years, we’ve grown tremendously,” Holmes shares. “We now have approximately 900 retirement living properties, either operational or under construction.” Simple accommodation 3 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04 GOODWIN AGED CARE SERVICES
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solutions have become a full-service ecosystem for seniors—housing, medical care, home services, and end-of-life support under one banner. MODERN TOOLS FOR MEANINGFUL CARE With seven decades of experience behind it, Goodwin continues to look forward—embracing innovation to stay ahead in a rapidly evolving sector. Through thoughtful and strategic technology adoption, the organisation is positioning itself at the forefront of senior care, enhancing service delivery and operational efficiency. “Our sector has been very segregated regarding technology use,” Holmes admits. “We’re quite immature compared to other sectors—but that is changing, which is good.” Three technology-driven initiatives currently define Goodwin’s approach to innovation. First is Best Med, an electronic medication management system. “It’s an end-to-end platform that links directly to GPs and pharmacies,” Holmes explains. “It reduces clinical risks and improves transparency by automating communication and documentation around medication management.” Second is a powerful artificial intelligence application called PainChek, which uses smartphone cameras and facial recognition to assess pain.This is particularly useful for residents who may struggle to communicate discomfort verbally. “It automatically 5 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04 GOODWIN AGED CARE SERVICES
CHC is the largest provider of affordable and social housing in Canberra, serving the Australian Capital Territory (ACT), Canberra and surrounding New South Wales (NSW) region for more than 26 years. We currently house more than 1,900 Canberrans across 850+ properties and with several exciting new development projects in the pipeline. As a values-driven not-for-profit organisation, we are deeply embedded in the communities we build – working to create lasting, positive outcomes for our residents. Beyond delivering affordable and social rental housing, CHC provides a range of services including tenancy and property management, resident support and programs that foster inclusion, training and opportunity. We also support pathways to affordable homeownership by offering eligible tenants the option to purchase homes developed by CHC. Grounded in innovation and collaboration, CHC brings expertise, capital, and commitment to strategic partnerships with government, developers, builders, investors, and community organisations. A prime example of this is our partnership with Goodwin, which led to the development of the region’s first affordable seniors’ housing. This pioneering project reflects a joint commitment to deliver affordable and secure housing for older Canberrans. Our mission is to enable more people in the Canberra region to live in quality homes at a price that is affordable. Looking to RENT. Eligibility GUIDELINES. Specialist DISABILITY ACCOMMODATION. PARTNER with CHC. VISIT WEBSITE Follow Our Socials
STANDING WITH SMALL PROVIDERS Small aged care providers are often an essential part of the community.They offer deeply personal care and form lasting connections with the people and families that they support. Small providers are dedicated to making a difference in the lives of elderly Australians and work hard to meet their legislative requirements. These attributes make them vital to a diverse and resilient aged care sector. As our sector undergoes significant reform, the pressure on all providers is growing exponentially. For smaller organisations it can be more difficult to identify the time, resources or support required to operate as an approved aged care provider.These circumstances can mean that small providers are at higher risk of being left behind, leaving an important gap in their community. Smaller organisations are unique, and are keenly aware of the needs of their organisation. When seeking support, ‘one size fits all’ solutions are often not suitable. Selecting a consultant or support partner that can offer agile guidance, tools and support becomes more of an imperative for these organisations. Confidence to meet legislative requirements, without losing what makes an organisation unique can be achieved with the right match in their partner organisation. At Critical Success Solutions, we believe the future of aged care must include small providers and we support them in this journey. Fleur Hannen, Managing Director, Critical Success Solutions. Critical Success Solutions has decades of hands-on aged care experience. We partner with aged care providers across Australia to assist in meeting compliance requirements, build workforce capability and deliver high-quality, person-centred care. We can assist your organisation to meet the requirements under the strengthened Aged Care Quality Standards. Navigate the Strengthened Standards with Confidence Whether you need practical tools, or strategic support, Critical Success Solutions is here to help. Visit criticalsuccesssolutions.com.au or call us on 02 9052 0292 to find out more. Our detailed policy and procedure templates are referenced and mapped against the strengthened Standards, and are easily tailored to your organisational requirements. Our thorough internal reviews are completed against the seven strengthened Standards, and include a comprehensive report to benchmark your capability maturity towards implementation of the strengthened Standards. Our targeted education can assist Boards, Leadership Teams, managers, and frontline staff to understand their roles and responsibilities under the strengthened Standards. Our easy-to-use Action Plan template includes over 400 actions to assist you with the implementation of the strengthened Standards and new aged care act. OUR STRENGTHENED STANDARDS SOLUTIONS INCLUDE: COMPREHENSIVE POLICY AND PROCEDURE SUITES AUDITS TO IDENTIFY GAPS IN COMPLIANCE EDUCATION AND TRAINING ACTION PLAN TEMPLATE GOODWIN AGED CARE SERVICES
recognises and records facial muscle movements indicative of pain,” Holmes says.“That enables us to respond more appropriately and more quickly.” The third initiative collaborates with the Violet Initiative, a digital platform designed to help clients and their families navigate the complex, often emotional terrain of end-of-life planning. The app provides legal and financial planning tools, funeral arrangements, legacy documentation, and emotional support.“It’s about helping people plan for what we often avoid talking about—until we’re in the thick of it,” Holmes says. PURPOSE OVER PROFIT Holmes believes that what truly sets Goodwin apart is the scale of sophistication of its services and its unyielding commitment to purpose. “We’re a not-for-profit,” he says.“Any investments we make are for the benefit of our residents and clients.” Strategic decisions, whether they involve land acquisition, service expansion, or new technology, are assessed through a singular lens: will this improve the lives of those we serve? This mission-first philosophy is deeply embedded in 8 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04
the culture. “We don’t say yes to every opportunity,” Holmes notes. “Some things just aren’t in the best interest of our community, and we’re okay walking away from those.” Part of that community focus means continually reinvesting in infrastructure and programs. “We’re proud of our redevelopment program,” he adds.“Our residents live in these spaces.This is their home. We want them to feel that.” PEOPLE CARING FOR PEOPLE Goodwin’s emphasis on community is equally evident in how it treats its staff. With 750 employees spread across different service lines, workforce development is a priority—and a challenge. “The aged care sector has always struggled with workforce attraction, and we’re not alone,” Holmes acknowledges.“Labor shortages are a global issue.” Despite this, Goodwin has built a strong reputation as a fulfilling workplace. “Many people come to us purely because of our reputation,” he explains. “We invest significantly in training and development. Ultimately, we’re a people business—people helping people.” The recruitment strategy is values-first. Holmes says personal attributes and compassion weigh more heavily than experience or qualifications. “Many of our residents don’t have family close by anymore. For them, our staff becomes like family.” Creating a supportive and empowering work environment is key. “We want our staff to feel they are a significant part of our residents’ lives,” he says. “Because they are.” 9 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04 GOODWIN AGED CARE SERVICES
MV Law has been instrumental in supporting Goodwin Aged Care Services Aged Care Services through comprehensive legal services tailored to their unique requirements. Our collaboration has enabled Goodwin Aged Care Services to expand and enhance their offerings, ensuring a secure, compliant, and prosperous environment for their residents. Over the years, we have assisted Goodwin Aged Care Services with site acquisitions. We have expertly negotiated various construction contracts for Goodwin Aged Care Services, including detailed construction management agreements, lump-sum building contracts, and a specialised Agreement to Design, Construct, and Lease. Additionally, our team has provided advice on embedded network agreements, crucial for providing residents with modern utility services. Additionally, we assist Goodwin Aged Care Services with resolving construction-related disputes. These disputes often involve complex legal and operational issues, and MV Law have successfully navigated these challenges in various legal settings, including the ACT Civil and Administrative Tribunal and Supreme Court. We have also advised on leasing, planning approvals, Freedom of Information (FOI) requests, and industryspecific GST advice. With the introduction of new Property Developer licensing laws in the ACT, MV Law has been proactive in ensuring that Goodwin Aged Care Services not only remains compliant with, but also ahead of, regulatory changes. Our guidance on project finance has supported Goodwin Aged Care Services in securing the necessary capital for their projects, underscoring our role as more than just legal advisors but as integral partners in the development of thriving retirement communities. At MV Law, we do more than provide a broad spectrum of legal services. Our inter-disciplinary teams are tailored to deliver comprehensive guidance, leveraging our extensive connections and deep understanding of the Canberra and surrounding areas. Empowering you to make informed decisions, we're your partner in both business and personal matters. Property Law Building and Construction Lawyers Dispute Resolution Wills & Estates Business Employment Law Government and Administration empower now. EY Building, Level 2/121 Marcus Clarke St, Canberra ACT 2601 (02) 6279 4444 info@mvlaw.com.au
REGULATORY REFORM The aged care sector in Australia is transforming— one that Holmes believes is necessary and ultimately beneficial. The Royal Commission into Aged Care Quality and Safety, a key catalyst for this shift, concluded in 2021. The Commission delivered a sobering assessment of the sector, exposing widespread shortcomings in governance, service delivery, and care standards. “It was fairly scathing,” Holmes says bluntly. “But I think the outcome is positive—it’s forced us to improve daily.” In the wake of the Commission’s findings, the federal government began implementing sweeping regulatory and legislative reforms to raise the standard of care, improve oversight, and ensure greater accountability across the board. Providers must adopt more robust operational systems, establish more precise risk management protocols, and strengthen governance frameworks to meet heightened expectations. In return, the government WORKERS COMPENSATION Trusted by employers across Australia In NSW, AAI Limited ABN 48 005 297 807 trading as GIO is an agent for the Workers Compensation Nominal Insurer ABN 83 564 379 108/003, also known as icare workers insurance. In WA, ACT, TAS & NT, insurance is issued by AAI Limited ABN 48 005 297 807 trading as GIO 11 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04 GOODWIN AGED CARE SERVICES
has significantly increased its funding to the sector— though this comes with strings attached. Providers are now held to a higher standard, emphasising measurable outcomes, including quality of care, resident satisfaction, and operational transparency. “This is driving a lot of consolidation in the industry,” Holmes explains. “Smaller organisations can’t keep up with the compliance demands, so we’re seeing a lot of mergers and acquisitions.” While this wave of consolidation may be daunting for some, Holmes views it as a critical step toward long-term sustainability. In his view, aged care is no longer viable as a “cottage industry” characterised by fragmented services and limited scalability.The new regulatory landscape demands scale, sophistication, and higher organisational maturity. “For those who can evolve, there’s a real opportunity to raise the bar for everyone,” Holmes says. “It’s the right direction. It means better care, accountability, and lives for the people we support.” Integrated Healthcare Solutions Comprehensive Workforce Solutions for Australia’s Healthcare Sector Key 2 Care Health Solutions delivers end-to-end healthcare sta ng by recruiting Internationally Qualified Nurses, AHPRA-registered professionals, and enrolled nurse graduates, while also placing students in nursing and aged care programs. We support workforce growth through flexible training options and expert compliance services, ensuring skilled, reliable sta and regulatory peace of mind. key2learning.edu.au | 02 6130 0100 o ce@key2learning.edu.au 12 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04
that improve daily life—whether it’s safety, social connections, or just making the day more enjoyable,” Holmes says.“If their involvement with us improves their life, we’re here for that.” 70 YEARS OF IMPACT As the CEO of a 70-year-old organisation steeped in community spirit, Holmes is not content with simply honoring Goodwin’s legacy. He is committed to evolving it, ensuring the next chapter is even more impactful. Whether through advanced technology, compassionate care, or values-driven leadership, Goodwin stands as a testament to what’s possible when an organisation never loses sight of why it exists. “We were formed by the community, for the community,” Holmes says.“And that’s still what drives us—every single day.” NEXT CHAPTER OF SENIOR LIVING As Goodwin approaches its eighth decade, the focus remains firmly on the future. Holmes reveals the organisation is in the midst of a strategic planning refresh to align with the evolving needs of an aging population. “We don’t feel we need to change who we are,” he says. “We’re very clear on our mission and values. But we are looking at elevating our services to the next level—becoming a more holistic, integrated one-stop-shop for our region’s seniors’ needs.” That could mean expanding into new service areas currently outsourced or not traditionally associated with aged care. But for Holmes, it’s about being responsive. “The wants and needs of seniors today are different from ten years ago,” he notes.“We need to meet those expectations.” This includes improving everyday experiences in meaningful ways.“We’re focused on the small things Dowse Projects has been a proud partner of the Goodwin team for the past 10 years, supporting them in the delivery of their highquality Aged Care and Retirement Living developments. We look forward to continuing this association on their current and future projects throughout the ACT and region. DOWSEPROJECTS.COM.AU WE ARE DOWSE PROJECTS 13 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04 GOODWIN AGED CARE SERVICES
PREFERRED VENDOR/PARTNER n Community Housing Canberra www.chcaustralia.com.au CHC is the ACT’s leading Community Housing Provider (CHP), delivering high-quality social and affordable housing to low and moderateincome Canberrans in housing and rental stress. In 2024, this meant providing a safe, stable, and affordable home to more than 1,900 Canberrans, people who would otherwise struggle to secure a place in the Territory’s challenging housing market. n Critical Success Solutions www.criticalsuccesssolutions.com.au Critical Success Solutions is an Australian company created in July 2002 in response to an identified need for fresh and innovative approaches to aged care business management and quality system solutions. After witnessing several businesses struggling to meet increasing client, regulatory and legal demands, our company was established with the aim of providing individually tailored practical solutions. n MV Law www.mvlaw.com.au Established in 2005, MV Law’s vision is to empower each of our clients to grow, innovate and thrive in today’s increasingly complex world. Through a spirit of entrepreneurialism, collaboration, and future-forward thinking, we have earned an industry-leading reputation and many long-lasting client partnerships that are built on a foundation of trust and respect. n GIO www.gio.com.au GIO has supported Australian businesses with Workers Compensation since 1927, with a focus on building relationships with brokers and clients. GIO takes a personalised approach when providing claims management services collaborating with health practitioners, employers, and brokers to accelerate recovery and return to work effectively for injured workers. n Key 2 Care Health Solutions www.key2carehealthsolutions.com.au Key 2 Care Health Solutions is a leading recruitment, training, and consultancy organisation specialising in assisting aged care organisations with cost-effective and proven workforce solutions and the enhancement of staff skills and knowledge. n Dowse Projects www.dowseprojects.com.au 14 BUSINESS VIEW OCEANIA VOLUME 07, ISSUE 04
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