“You can’t replace home, but we can certainly try to be a sort of substitute,” Aged Care Deloraine CEO Nadine Ozols explains, as she shares her vision of creating a true feeling of home for residents. With many transitioning directly from hospitals—often at a late stage—the sense of loss experienced by both staff and residents can be exhausting.
When asked why people choose Aged Care Deloraine, Ozols highlights the deep community connection, noting that some residents return to Deloraine in their twilight years, seeking the warmth of familiar surroundings. “We’ve had people move here from the mainland to be closer to family or relive a part of their life they loved,” she says. The goal is to be both a provider and employer of choice, offering the best care possible while fostering a positive and supportive workplace for staff.
The organisation has come a long way in recent years, undergoing significant financial and cultural changes, and at one point faced sustainability challenges. “It’s hard to move forward when you’ve got a huge debt hanging over your head,” Ozols explains. “Paying that off allowed us to breathe and focus on providing quality care.” She notes that they were fortunate to sell to the state government, in a move that allowed Aged Care Deloraine to pay off its $3.6 million loan, provide continuity for residents, and begin focusing on enhancing care.
Culturally, the organisation has been on a transformative journey, too. When Ozols started six years ago, Aged Care Deloraine was in a tough place, with low staff morale on top of the financial instability. Under her leadership, as well as that of her predecessor, they’ve shifted focus towards sustainability and care. “It’s been about building the Aged Care Deloraine way of providing care,” Ozols shares. The board has been instrumental in this shift, directing any surplus funds towards increasing frontline care hours, which has significantly boosted not just the quality of care, but also staff morale.
The importance of staff appreciation and trust has been central to Aged Care Deloraine’s cultural change. “We’ve worked hard to show genuine appreciation for staff,” Ozols says. Through recognition programs, open communication, and support, the team has rebuilt trust with its employees that had waned in the past. “Trust is such an interesting thing in a workplace,” she reflects. “It’s been a long slog, but we’ve got there.”
This focus on building a strong, cohesive team has paid off. Aged Care Deloraine was recently nominated for the Aged Care Excellence Awards in the ‘Rural and Remote’ category—a significant achievement that reflects the hard work of staff over the years. “The recognition is really for the staff. They’ve been through all the changes with us, and it’s their dedication that’s helped us achieve this,” Ozols says proudly.
When it comes to recruitment, Ozols emphasises the importance of finding the right people for the job. “It might sound silly,” she says, “but heart matters.” The organisation looks for individuals who genuinely care and want to be part of the team. With positions ranging from registered nurses to catering and maintenance staff, Aged Care Deloraine welcomes anyone with the right attitude to join their diverse and dynamic workforce.
Nadine Ozols’ passion for rural communities shines through when she talks about Deloraine itself. “I love rural communities,” she finishes, “and Deloraine is no exception.” In her eyes, the diversity of the community, its arts culture, and the generosity of its people certainly make it a special place.
