Full Transcript for Unveiling the Path Through Aged Care Labyrinths with Maree Polsen

Well, I'm sort of more leaning to the Shiraz. 00:02:24.789 --> 00:02:29.671 My husband used to live in WA and there's a particular brand, xanadu. 00:02:29.671 --> 00:02:35.671 He loves their Shiraz and a long time ago I organised a case of them as a surprise. 00:02:35.671 --> 00:02:37.084 Very nice. 00:02:37.084 --> 00:02:39.683 I always ask with people with red wine do you like it? 00:02:39.683 --> 00:02:41.908 Room temperature or cold Cold? 00:02:41.908 --> 00:02:42.911 Yes, me too. 00:02:42.911 --> 00:02:44.373 Yes, ah, controversial. 00:02:44.373 --> 00:02:45.042 Yes, yes, marie, me too. 00:02:45.042 --> 00:02:45.742 Yes, controversial. 00:02:45.742 --> 00:02:55.084 Yes, marie, we are going to have a really lovely conversation, you are, as I said, an absolute angel in your industry. 00:02:55.104 --> 00:02:59.372 For those that are listening in, marie just shook her head. 00:02:59.372 --> 00:03:10.771 We would love to learn your journey, of how you ended up with your incredible business that's now been going for 11 years and recently relocated back to the Sunshine Coast. 00:03:10.852 --> 00:03:11.873 Yeah, thanks, amy. 00:03:11.873 --> 00:03:51.777 So I actually grew up around nursing homes and they were called nursing homes back in the 60s and 70s and that was in Sydney and my stepmum was a nurse and the cook as well and my dad was the handyman and it was a 24-bed mum and dad nursing home and it was looking back, it was a happy place, but so very, very different to what aged care homes are today. 00:03:51.777 --> 00:04:02.652 Yeah, I don't, or I try not to use the term nursing home and I will always try and say care centre or care home. 00:04:02.699 --> 00:04:04.581 try and say care centre or care home. 00:04:04.581 --> 00:04:14.996 After school I was a secretary and then, after the children, I moved into insurance. 00:04:14.996 --> 00:04:15.560 Okay. 00:04:16.221 --> 00:04:25.086 And I worked for NRMA and here in Brisbane also, and that was I loved what I did. 00:04:25.086 --> 00:04:35.531 Until I saw the damage from bushfires and floods and people losing everything and I thought these people have just they have nothing. 00:04:35.531 --> 00:04:37.360 Now who's there to help them? 00:04:37.360 --> 00:04:43.629 And also road crash victims the families after losing someone. 00:04:43.629 --> 00:04:55.093 I left insurance and thought I can make a difference in another area and that's when I decided to try aged care. 00:04:55.360 --> 00:04:59.048 Yes, isn't it amazing that you had that connection as a child? 00:04:59.048 --> 00:05:06.362 And you mentioned to me off air too, that you had a really nice connection with the residents spending that time and tea and tidy. 00:05:06.362 --> 00:05:07.043 Did you say yes? 00:05:07.264 --> 00:05:14.803 yes, I was the tea and tidy girl in my school uniform yes and actually something I didn't mention. 00:05:14.803 --> 00:05:24.208 There was some one lady that had been at the home for many years and her daughter lived in country New South Wales. 00:05:24.208 --> 00:05:33.362 It was northern New South Wales, but she'd heard that I was getting engaged and she actually made our engagement cake and brought it down to Sydney. 00:05:33.663 --> 00:05:34.507 Isn't that incredible? 00:05:34.507 --> 00:05:43.680 Yeah, look, I think in that time frame, you know, when you have loved ones in care, you know there's such a pivotal role that the team there play. 00:05:43.680 --> 00:05:46.343 You know they're often spending so much more time with your loved ones and you know they're such a pivotal role but the team they play. 00:05:46.343 --> 00:06:04.814 You know they're often spending so much more time with your loved ones and you know I fondly recall when my gran was in care at Estia at Mount Coolum, she had the most beautiful carer, geoffrey, and he would sing to my gran and honestly, I just always felt such a comfort knowing that she was safe and had that care and love. 00:06:04.959 --> 00:06:06.886 Always felt such a comfort knowing that she was safe and had that care and love. 00:06:06.886 --> 00:06:09.553 I think it takes a very special person to work in aged care. 00:06:09.553 --> 00:06:18.367 I personally have not had any stories of cruelty and I think that's what scares people. 00:06:18.848 --> 00:06:19.250 It does. 00:06:19.250 --> 00:06:26.930 Yeah, we're going to talk about myths and misconceptions with the industry and also, obviously, there's been radical changes as well. 00:06:26.930 --> 00:06:33.295 We'll talk about the Royal Commission as well, but ultimately, your role with Blue Care. 00:06:33.295 --> 00:06:34.579 Do you want to chat through? 00:06:34.620 --> 00:06:35.946 that, because that's really interesting. 00:06:35.946 --> 00:06:48.069 I worked for Blue Care in an admissions capacity, so people that would ring in and say, oh, you know, we're needing mum or dad to go into a home. 00:06:48.069 --> 00:06:55.593 And back then, so 15, 16 years ago, it was hard to get into a home. 00:06:55.593 --> 00:07:04.406 There were long wait lists and people were desperate and being bound and employed by Blue Care. 00:07:04.406 --> 00:07:12.480 I thought I want to help these people but I can't because all I can say is yes, you're on our wait list. 00:07:12.519 --> 00:07:13.925 Yeah, and it's interesting, isn't it? 00:07:13.925 --> 00:07:17.951 It's a bit like being a bank manager or a mortgage broker, isn't it? 00:07:17.951 --> 00:07:20.002 You have such a wider access. 00:07:20.002 --> 00:07:21.524 What were the reasons? 00:07:21.524 --> 00:07:35.079 And I know now with your clientele, but what were the reasons sort of back then that people were needing to admit mum and dad Was it a kind of a crisis time point. 00:07:35.740 --> 00:07:51.031 Yes, yes, I don't think that has changed over the years, particularly with blue care being quite a, or covering quite a regional, a large regional area as well. 00:07:51.031 --> 00:07:58.144 We were seeing a lot of

folks in northern Queensland and northern. 00:07:58.144 --> 00:08:00.711 New South Wales that were needing care. 00:08:00.711 --> 00:08:06.329 Traditionally, they're the ones that will stay at home the longest. 00:08:06.329 --> 00:08:09.483 Quite often they're on farms or properties. 00:08:09.483 --> 00:08:19.630 Yeah, of course, and it's not until the very end when they need to go into care, and that's the tough part, because quite often it was too late. 00:08:20.072 --> 00:08:26.851 And I think that's something we're really going to delve into and really that sort of ignited a passion within you. 00:08:26.992 --> 00:08:27.713 Yes, it did. 00:08:27.713 --> 00:08:39.870 It was I needed to know that I could offer more, not knowing whether I could, but I wanted to. 00:08:39.870 --> 00:08:55.908 So I decided I was actually going to retire, made a flippant comment and the general manager of Blue Care suggested I go out and try being a placement consultant. 00:08:55.908 --> 00:08:58.408 And I thought, oh, I couldn't do that. 00:08:58.408 --> 00:09:04.413 But to this day he is still someone that I would go to to ask a question. 00:09:04.413 --> 00:09:07.359 Yeah, you said he was a really good guide Very, very good. 00:09:08.863 --> 00:09:14.073 And I made the decision to throw my hat in the ring and give it a go. 00:09:14.073 --> 00:09:34.059 I spent 12 months getting to know the homes and getting to know the people that run the homes, and I think one of the most important lessons I learned is that you can walk into a home and if the staff have a smile on their face, it's a good sign. 00:09:34.059 --> 00:09:37.187 If they chat to you not knowing who you are. 00:09:37.226 --> 00:09:42.245 Yeah, of course that's a good sign yeah and um, because it comes? 00:09:42.365 --> 00:09:43.889 it stems from management. 00:09:44.370 --> 00:09:44.971 Absolutely. 00:09:49.179 --> 00:09:56.159 And there has to be someone, not just sitting behind a desk, because managers of aged care homes do not have to be a registered nurse. 00:09:56.159 --> 00:09:58.028 They can be the business manager. 00:09:58.921 --> 00:10:00.687 It's an interesting thing and I think you know. 00:10:00.687 --> 00:10:07.851 Let's delve a little bit deeper there as well, because I'm sure a lot of our listeners may not have knowledge around. 00:10:07.851 --> 00:10:10.288 You know, government-funded, private-owned. 00:10:10.288 --> 00:10:11.283 Are you able to sort of? 00:10:11.283 --> 00:10:13.350 Let us know what options are out there? 00:10:13.480 --> 00:10:15.447 for residential the next stage. 00:10:15.640 --> 00:10:18.791 So government-funded aged care homes. 00:10:18.791 --> 00:10:20.486 So this is actually a myth. 00:10:20.486 --> 00:10:33.774 A lot of people think, when they hear the term government-funded aged care, that they believe that you can just go in and only pay a percentage of your pension. 00:10:33.774 --> 00:10:40.850 The difference between a government-funded aged care home and

private aged care is quite significant. 00:10:40.850 --> 00:10:46.490 So private aged care doesn't fall under the same legislation. 00:10:46.490 --> 00:10:49.143 It falls under the Retirement Villagers Act. 00:10:49.143 --> 00:11:28.120 So the likes of someone like Seasons or Freedom Aged Care and what someone does then is they would purchase a property usually a unit or a villa, usually a unit or a villa and the provider or the scheme operator would instigate a home care package, but you're still living independently, yes, and then, when the time comes, if you have to leave, then there's usually the deferred management fees or the exit fees. 00:11:28.120 --> 00:11:41.110 Government funded aged care are run by not-for-profit organisations as well as syndicated and family owned operators Great, All new for me. 00:11:41.171 --> 00:11:43.054 So I'm sure our listeners are also learning. 00:11:43.054 --> 00:11:52.149 And that's exactly why you're here, Marie, because it's something that is just I feel, a really big not mine feel, but there's just so much to know. 00:11:52.269 --> 00:11:57.370 Yes, so government-funded aged care homes. 00:11:57.370 --> 00:12:18.710 What you have on your side is the fact that if someone has to pay an accommodation charge and in this day and age most of these are quite high if someone pays that money and the provider, for whatever reason, has to close its doors, you will never lose your money. 00:12:18.710 --> 00:12:22.370 Okay, because it is protected by the Commonwealth Government. 00:12:23.744 --> 00:12:25.950 So that's an initial fee when you're moving in. 00:12:26.379 --> 00:12:28.426 Yeah, there's four ways. 00:12:28.426 --> 00:12:31.192 So there's several fees. 00:12:31.192 --> 00:12:42.221 There's two that are set by the government, sure, and those fees apply wherever you go, and you could be in a home in WA Northern Territory or here. 00:12:42.221 --> 00:12:50.206 So everyone pays what we call a basic daily care fee and that's all your nursing care and that's the fee. 00:12:50.206 --> 00:12:54.297 That's equivalent to 85% of a full pension. 00:12:54.456 --> 00:12:56.142 Okay, because we hear that so often. 00:12:56.142 --> 00:12:58.168 You know that there isn't much left of the pension. 00:12:58.188 --> 00:13:02.181 That's correct, okay and the other fee. 00:13:02.181 --> 00:13:08.693 So the government has said that those that can will contribute a little more to their care. 00:13:08.693 --> 00:13:11.096 So that's called a means-tested care fee. 00:13:11.096 --> 00:13:19.494 Sure, and once you submit your paperwork to Services Australia, they'll determine how much that fee is. 00:13:21.201 --> 00:13:33.955 So we haven't delved too much into what your current role is, but the good news is that this is everything that you help people navigate, yes, and that's why you're such a vital part of my business. 00:13:33.955 --> 00:13:47.505 But also, coming onto the podcast, because we had an opportunity to meet, we had some beautiful mutual clients and, if you don't mind, I'd love to share how we got to know each other clients and, if you don't mind, I'd love to share how we got to know each other, absolutely yeah. 00:13:47.505 --> 00:13:52.341 So I had been asked by a beautiful older couple, a different couple than we worked together. 00:13:52.341 --> 00:13:56.131 They were really stuck on you know where to next? 00:13:56.131 --> 00:13:59.039 So living independently, beautiful. 00:13:59.039 --> 00:14:09.509 You know marriage of 50 plus years, but knew that that next stage was coming very overwhelmed plus years, but knew that that next stage was coming Very overwhelmed inability to be able to drive by that stage. 00:14:09.509 --> 00:14:18.100 So you know, being the kind of person I am, I thought, look, I'm going to try and navigate this space, I'm going to do my own research, due diligence, education. 00:14:18.841 --> 00:14:22.889 I think it was one day Marie, seven different properties I visited. 00:14:22.889 --> 00:14:32.753 Then the next day, I went to a networking BNI breakfast and somebody said oh, you know, what do you need from the group and I said look, would anybody know? 00:14:32.753 --> 00:14:46.654 And lo and behold, it was your son-in-law, ryan was literally sat next to me and he said I know exactly the person and so I was able to connect with you, learn what you did and you know as a placement consultant. 00:14:46.654 --> 00:14:49.509 And then you know, gosh, it's gone on to you. 00:14:49.509 --> 00:14:54.529 Know anybody I know in that scenario, but we had a beautiful shared experience with some clients. 00:14:54.529 --> 00:14:57.729 It was just a dream to see you in action. 00:14:58.421 --> 00:15:04.893 I mean, I have had, you know, personal experiences with loved ones being admitted into care, but certainly as a grandchild. 00:15:04.893 --> 00:15:13.565 Personal experiences with loved ones being admitted into care, but certainly as a grandchild, to see the level of paperwork and questions. 00:15:13.565 --> 00:15:14.970 You know, phone calls with ACAT, like just so many things. 00:15:14.970 --> 00:15:21.245 And I think that's the most important thing for any listeners and viewers certainly is to know that there are people that can help navigate this journey. 00:15:21.445 --> 00:15:37.274 Yes and again, people living at home and, as they age, quite often they have some home help through a home care package, so they've had an ACAT assessment. 00:15:37.274 --> 00:15:54.524 If something happens, though, and they're told that they need to go into permanent residential or respite care, they think, oh yes, I've got an ACAT, but what they often don't realise is that they don't have the correct approvals. 00:15:54.524 --> 00:15:55.128 Okay. 00:15:55.128 --> 00:16:05.333 So that's when we have to get on to ACAT and sadly at this time it's taking quite some time in community. 00:16:05.820 --> 00:16:12.356 That's to get somebody to come into the home and to

assess the person's level of care that they're required. 00:16:12.376 --> 00:16:13.320 That's exactly right. 00:16:13.320 --> 00:16:37.635 So it's not a bad thing to perhaps, if you feel that you know mum or dad or a loved one is getting on and that they might be fine for the time being, but try and broach the subject get them to have an ACAT assessment Now. 00:16:37.635 --> 00:16:51.486 From a medical or clinical point of view, the ACAT summary is probably only good for about three months because as we know, as we age, our needs change. 00:16:51.715 --> 00:16:54.224 And that deterioration can happen quite rapidly. 00:16:54.455 --> 00:16:56.703 Correct, but at least the approval is in place. 00:16:56.703 --> 00:16:58.635 So someone like myself I know. 00:16:58.635 --> 00:17:11.868 If I see an ACAT that's more than three months old, I know exactly what I need to do, and that is to either get on to a doctor, get a health summary and get things up to date. 00:17:11.868 --> 00:17:16.443 I also have my own little template that I use. 00:17:16.624 --> 00:17:17.987 Yes, you're very organised. 00:17:17.987 --> 00:17:18.528 I love it. 00:17:20.056 --> 00:17:23.246 Looking at the care needs of someone. 00:17:23.246 --> 00:17:35.443 So these are all things that we put in place because there's not a lot of vacancies in aged care homes. 00:17:35.575 --> 00:17:36.978 I think that's a really common. 00:17:36.978 --> 00:17:48.097 That's kind of where I had heard a lot of frustration around literally on the phone ringing, you know, 10, 20 waiting lists, all of those things that you know. 00:17:48.097 --> 00:17:56.125 In that particular scenario, or two times in that scenario, it was, you know, a beautiful husband and wife that wanted to stay together as well. 00:17:56.144 --> 00:17:59.315 You know a beautiful husband and wife that wanted to stay together as well. 00:17:59.315 --> 00:18:08.105 Yes, it's hard when a husband and wife want to go into care together because no one wants to separate them. 00:18:08.105 --> 00:18:20.589 There's some implications, though, around the financial side of it, and quite often without the knowledge they could be losing quite a bit of money. 00:18:21.295 --> 00:18:22.217 Yeah, you definitely. 00:18:22.217 --> 00:18:28.167 You know you advocate for people having a, you know financial planning support. 00:18:28.167 --> 00:18:31.923 Yes, I think what you know over the time we've got to know each other. 00:18:31.923 --> 00:18:41.364 What I really love about you, marie, is you know you kind of want to prevent people, you know, rather than at that critical moment, more upstream, you know planning. 00:18:41.364 --> 00:18:48.106 You mentioned about you know being able to, I guess, forecast what's ahead, and what you said, which I loved, is that it may never happen. 00:18:48.894 --> 00:18:59.151 I think that's important to you know, get across to families, because it's just about being prepared. 00:18:59.171 --> 00:19:00.115 It's just about being prepared, absolutely. 00:19:00.115 --> 00:19:01.280 It's just about being prepared. 00:19:01.535 --> 00:19:05.586 We hear things you know, particularly living on the Sunshine Coast. 00:19:05.586 --> 00:19:09.607 I'll be storm prepared, yes, but we may never get a cyclone. 00:19:09.607 --> 00:19:18.763 That's exactly right, but at least if we know what to do, if we've got that little box packed and we think, okay, well, now's the time. 00:19:18.763 --> 00:19:29.256 Because if someone ends up in hospital unexpectedly and more unexpectedly they're told well, you can't go home. 00:19:29.637 --> 00:19:35.417 Yeah, let's chat about that, marie, because that was something we spoke about off air, because that's often. 00:19:35.417 --> 00:19:38.385 You've established yourself in your business. 00:19:38.385 --> 00:19:42.107 You're obviously very good at what you do, you're a trusted professional. 00:19:42.107 --> 00:19:48.491 You are that first point of call with the hospital discharge team to be able to help people navigate that. 00:19:48.491 --> 00:19:59.022 But you were just saying as well that that could be somebody that's been in their home for a number of years and they have a fall or a heart attack and then they can't return to the home. 00:19:59.303 --> 00:20:00.766 No, that's exactly right. 00:20:00.766 --> 00:20:03.109 So they go into hospital. 00:20:03.109 --> 00:20:07.684 They think, oh okay, the doctors, nurses, they'll get me better and. 00:20:07.684 --> 00:20:09.275 I'll be home in a week, yes. 00:20:09.275 --> 00:20:15.780 And then particularly following a fall, because it might be a hip or a knee. 00:20:15.780 --> 00:20:27.912 Because it might be a hip or a knee or there are high falls risk, and particularly if someone is living alone or if their partner is elderly themselves. 00:20:27.912 --> 00:20:38.214 If either one was to have a fall, it's not necessarily safe for the partner to be able to get them off the floor or wherever. 00:20:40.076 --> 00:20:52.541 So by being prepared, knowing what the financial implications might be, of course, having your ACAT assessment. 00:20:52.541 --> 00:20:55.923 There's two mandatory documents. 00:20:55.923 --> 00:21:18.540 One is the ACAT this is for government-funded aged care ACAT assessment codes and an enduring power of attorney, and this is a document that a lot of older folks again are very reluctant to draw up because they feel that that's the last bastion of their independence. 00:21:18.694 --> 00:21:20.663 It's a bit like the driver's licence, isn't it? 00:21:20.663 --> 00:21:23.826 I remember my granddad, oh dear. 00:21:23.826 --> 00:21:28.361 I remember us begging his doctor to take it off him because, yeah, but it was. 00:21:28.361 --> 00:21:31.428 It was just that independence, correct. 00:21:31.428 --> 00:21:34.321 And I mean we just spoke as well. 00:21:34.321 --> 00:21:42.957 You know, when people are in their 80s, 90s, you know, and that generation as well, there's so much

fear about losing it all we spoke about. 00:21:42.957 --> 00:21:48.142 You know that they've worked everything you know for that nest egg for the kids. 00:21:48.142 --> 00:21:50.142 They fear that that's gone as well. 00:21:50.261 --> 00:21:55.203 Yeah, so just on the enduring power of attorney. 00:21:55.224 --> 00:21:57.249 Oh yeah, please, sorry, no, go for it. 00:22:01.174 --> 00:22:07.268 What I would recommend is have a clause put in there just saying it can only be invoked upon a capacity letter from a doctor. 00:22:07.567 --> 00:22:07.788 Sure. 00:22:08.375 --> 00:22:23.500 So it just means that Mary can't just walk in and sell off everything or make the decisions while mum or dad still has that capacity to do so On the financial side. 00:22:23.500 --> 00:22:30.569 So we're very fortunate since 2014, when the last lot of reforms came about. 00:22:30.569 --> 00:22:49.669 If you have to pay an accommodation charge, these days there's actually four methods of payment, so you can pay the accommodation in full, you can pay it in part and the balance by interest payments. 00:22:49.669 --> 00:22:59.568 In that scenario, if it's paid in full, once you pass or leave to transfer, the money is refunded in full. 00:23:00.190 --> 00:23:03.365 Wow, that's a huge misconception, would you suggest? 00:23:03.535 --> 00:23:05.582 That's probably one of the biggest ones. 00:23:05.682 --> 00:23:06.204 Yeah, absolutely. 00:23:07.457 --> 00:23:19.630 So a lot of older folks, you know they may only have their home and in this day and age the home's probably quite considerably, you know, dollar-wise it's a lot more. 00:23:19.630 --> 00:23:24.536 So the accommodation charges are quite high as well, and they think. 00:23:24.536 --> 00:23:32.685 But I'm not leaving anything to the kids, but I think it's so important for them to understand it all goes back. 00:23:32.685 --> 00:23:43.943 It all goes back, and when someone passes, the money is paid into the estate to be dispersed as per the principal's wishes. 00:23:43.943 --> 00:23:45.901 Okay, sure, so you? 00:23:45.961 --> 00:23:49.083 still have the last say, you still make that decision Absolutely. 00:23:49.083 --> 00:23:53.326 Look, I think that is yeah, that's a huge, I guess, myth. 00:23:53.326 --> 00:23:57.630 One thing as well you mentioned about the reforms as well. 00:23:57.630 --> 00:24:08.402 One of the observations I had when going through that process is there is a standard document that all homes must have it's um, there's a residential agreement now. 00:24:09.284 --> 00:24:20.229 When I first, even back in my blue care days, we had our own residential agreements and it would have been very different to Joe Blow's. 00:24:20.229 --> 00:24:32.786 Yes, since 2014, I've found I always like to look at the agreements on behalf of my client, but I also tell them that they can have a lawyer have a look at it. 00:24:32.786 --> 00:24:40.683 Excellent, I'm not a legal person, but I know what I'm looking for, so I

still like to make sure that they're all correct. 00:24:40.683 --> 00:24:57.720 Now, these documents are very standard, but because they are a legal document, they'll have all the terms and conditions where a home can ask for payment or when they can ask someone to leave. 00:24:57.740 --> 00:25:13.094 Okay, so these are all important things for the families to understand, and that is you know, that's your superpower really is not only navigating that, the differences, but then also being able to explain that. 00:25:13.094 --> 00:25:13.174 Yes. 00:25:13.174 --> 00:25:17.244 And the implications for the potential resident. 00:25:17.445 --> 00:25:18.127 Yeah, yes. 00:25:18.127 --> 00:25:20.634 And the implications for the potential resident? 00:25:20.634 --> 00:25:28.598 Yeah, I think too, because it is legal jargon and I know myself if I'm looking at a document and I think, oh, that's all too hard yeah, I'm sure it's correct. 00:25:28.618 --> 00:25:30.486 I'll just sign it, I'll just sign it Absolutely. 00:25:30.486 --> 00:25:39.321 But being on the other side, because I do understand it, I can break it down into layman's terms and what it means. 00:25:39.321 --> 00:25:49.143 For example, when someone goes into care, the room that they go into that is theirs for tenure of care. 00:25:49.143 --> 00:25:52.965 They cannot just be moved really nilly Okay. 00:25:53.255 --> 00:26:16.711 So the times that someone can be asked to move would be if their care needs change and they need to go into a more sensitive care area, or if someone would like a room with a better view, they can ask the home when that becomes available and absolutely they will be moved. 00:26:16.711 --> 00:26:22.507 Yeah, amazing, but the staff, the home, can't just move someone because they feel like it. 00:26:22.734 --> 00:26:51.940 And do you think that's an important, or I guess a vital component is having what feels like home, your own space, absolutely, because I think you know it's so hard to fathom going from a home, and I mean certainly you know, in the experiences that you've had, I have no doubt be sort of you know, 20, 30, I'm imagining 40, 50 years in the same home, potentially as well, the comfort of having, you know, the grandkids to stay, the memories there, and then how do you transfer that into a smaller space? 00:26:52.160 --> 00:26:52.621 correct. 00:26:52.621 --> 00:26:59.470 So that's what I think I hear a lot of, and is this what my life has come to? 00:26:59.470 --> 00:27:06.326 One room and the way I explain it is that's just your bedroom. 00:27:06.326 --> 00:27:08.541 Yes, it is just your bedroom. 00:27:08.541 --> 00:27:15.863 And if it's someone that perhaps has come from a home with a nice garden, they might have potted in the garden. 00:27:15.863 --> 00:27:20.326 I'm not going to put them into a high rise on the top floor. 00:27:20.326 --> 00:27:27.425 I think it's important for them to, or for me to, find a home that's got a lovely outdoor area. 00:27:27.425 --> 00:27:41.584 Perhaps the room opens out onto a courtyard and again, just reinforcing that, it's just the bedroom, the lounge room, the lounge room, the dining room, the common areas, they're yours. 00:27:41.584 --> 00:27:41.924 Yes. 00:27:42.174 --> 00:27:43.179 The gardens are yours. 00:27:43.179 --> 00:27:44.022 Yes, yes. 00:27:44.154 --> 00:27:46.103 You can potter, you can do whatever. 00:27:46.756 --> 00:27:48.061 And what's the general consensus? 00:27:48.061 --> 00:27:50.804 I mean, no, two people are the same. 00:27:50.804 --> 00:27:52.941 It's the same with no. 00:27:54.855 --> 00:28:01.588 I'd have to say I have very few clients that go in willingly. 00:28:03.296 --> 00:28:08.501 Well, I mean, I was quite surprised when you said that to me, but it makes sense, doesn't it? 00:28:08.501 --> 00:28:11.714 I mean, we kind of sometimes, I mean I love lifestyle villages. 00:28:11.714 --> 00:28:18.505 I obviously sell in some beautiful villa complexes and I kind of think, oh, when I get to 55, I'm going to enjoy the bingo. 00:28:18.505 --> 00:28:24.685 But let's chat about that, Marie, because what is the perception of that next stage? 00:28:24.974 --> 00:28:47.029 So when we're speaking with folks, perhaps in their 80s or 90s, they may have had a loved one or visited an old-style nursing home, and it was usually four people to a room with just the curtain in between Shared bathrooms, Shared bathrooms Wow, Marie. 00:28:47.174 --> 00:28:48.968 Communal bathrooms yes. 00:28:48.988 --> 00:29:10.887 Wow, most homes today, even the older homes and we've got some aged care homes that would be 30, 40 years old they've been refurbished and they've done away with a lot of the shared rooms and they've been converted to single rooms with their own bathroom Great. 00:29:10.887 --> 00:29:15.881 So the things that you can't change. 00:29:15.881 --> 00:29:19.167 There's really only one thing, and that's the bed. 00:29:19.167 --> 00:29:32.373 Okay, but in saying that, I've had homes that have said you know what, if we've got a couple and they want to be together, we'll do what we can. 00:29:32.452 --> 00:29:32.974 Yeah, lovely. 00:29:33.275 --> 00:29:50.963 But the idea is to personalise the bedroom to mum or dad's likes photos, anything, you can put anything in the room as long as it doesn't impede the staff You've got to be able to move around. 00:29:51.335 --> 00:29:52.741 I think that was my gran's problem. 00:29:52.741 --> 00:29:56.540 She had a lot of things, there was a lot going on. 00:29:57.395 --> 00:29:58.960 Look, I had a lady going. 00:29:58.960 --> 00:30:05.987 She went into care last year and the funny thing was she didn't come from her own home. 00:30:05.987 --> 00:30:08.808 She had been living with her son and daughter-in-law. 00:30:08.808 --> 00:30:15.244 Well, when she turned up at the aged care home, she turned up in one of the small moving trucks. 00:30:15.244 --> 00:30:17.372 Yes, yes, and she had bought everything but

small moving trucks. 00:30:17.372 --> 00:30:20.782 Yes, yes, and she had bought everything but the kitchen sink. 00:30:20.782 --> 00:30:21.243 Yes, yes. 00:30:21.243 --> 00:30:24.545 And I think, if she could have unplumbed that she would have taken that. 00:30:24.605 --> 00:30:27.242 I know my gran had those plastic storage tubs. 00:30:27.242 --> 00:30:35.585 Yes, probably oh I wouldn't even be exaggerating like six of them, marie, mega ones, like just needed all her things there. 00:30:35.585 --> 00:30:38.544 Yes, it was a really interesting journey too. 00:30:38.544 --> 00:30:41.124 I mean this was going back a little while. 00:30:41.124 --> 00:30:45.884 It was funny because my grandma was quite a heavy smoker and obviously that was a huge transition. 00:30:45.884 --> 00:30:52.046 So you know, any time she would be literally at her door as soon as we arrived take me out. 00:30:52.046 --> 00:30:58.291 She'd have her cigarettes ready, because obviously you couldn't smoke back then in the room and so we'd have to wheel her out basically onto the road. 00:30:58.291 --> 00:31:00.089 But you know it's ready, because obviously you couldn't smoke back then in the room and so we'd have to wheel her out basically onto the road. 00:31:00.089 --> 00:31:04.020 But you know, it's those things, it's those habitual things. 00:31:04.020 --> 00:31:08.234 I mean she'd smoked in her house, for I mean we lost her at nearly 95. 00:31:08.476 --> 00:31:23.378 So like she'd smoked wherever she goddamn wanted to for 80-odd years, smoking can still be one of the hardest things to accommodate, because you can't smoke on aged care premises. 00:31:23.398 --> 00:31:27.972 That's right, yeah, Much to the dismay of the nurses. 00:31:27.972 --> 00:31:29.256 I'd say Absolutely. 00:31:29.757 --> 00:31:38.951 And pre-COVID, when staffing wasn't as low as what it has become, although it is improving. 00:31:38.951 --> 00:31:51.615 You'd usually find that a carer would be able to go out with a resident or they'd have a smoker's apron on or something like this, and they could still have their little sneaker. 00:31:51.615 --> 00:31:58.807 Yes, yeah, yeah, but these days the staffing levels just don't allow for that. 00:31:58.807 --> 00:32:05.641 It's very hard because, again, it's taking that independence away from someone. 00:32:05.641 --> 00:32:14.001 One of the best things I find with a smoker is if they've come from hospital because they can't smoke in hospital. 00:32:14.021 --> 00:32:15.506 That's right, that's exactly right. 00:32:15.506 --> 00:32:18.124 Well, in saying that, I did have a phone call. 00:32:18.124 --> 00:32:19.540 This is so funny that I'm saying this. 00:32:19.540 --> 00:32:22.023 I did have a phone call when Graham was at SKU. 00:32:22.023 --> 00:32:25.002 I think it was before the public hospital. 00:32:25.002 --> 00:32:28.204 So it was when the public patients could go to the private hospital. 00:32:28.204 --> 00:32:38.371 Phone call here at the office to say

that my grandma's caught smoking in her room Brand new hospital, I think they had 100, was it something like $1.6 million of artwork. 00:32:38.371 --> 00:32:39.972 She just couldn't wait till my lunch break. 00:32:39.972 --> 00:32:44.247 So anyway, but yes, then from then on, she did have a nicotine patch. 00:32:44.247 --> 00:32:47.201 Yes, yes, she was a tough woman. 00:32:47.201 --> 00:32:51.603 I was just thinking then as well when we spoke about smoking. 00:32:51.603 --> 00:32:52.404 What about pets? 00:32:53.446 --> 00:32:53.748 Pets. 00:32:53.748 --> 00:32:56.375 This is a really, really good one. 00:32:56.375 --> 00:33:06.631 There are homes around, believe it it or not, maybe not so much on the sunshine coast, but certainly in brisbane, where you can have a pet. 00:33:06.631 --> 00:33:13.923 But the implication of having a pet is that the resident has to be able to look after it, yes, yes. 00:33:13.923 --> 00:33:16.266 So it usually rules it out. 00:33:16.266 --> 00:33:19.128 Yeah, but pet therapy is huge. 00:33:19.128 --> 00:33:28.028 Of course I'd say 99% of homes will have pets coming in regularly within the home. 00:33:28.255 --> 00:33:30.299 So a lot of them. 00:33:30.299 --> 00:33:31.963 They might even have a chook pen. 00:33:31.963 --> 00:33:39.428 Yeah, lovely Things like this, and some of the residents can go down and collect the eggs and you know that type of thing. 00:33:39.428 --> 00:33:41.662 But pet therapy is a big thing. 00:33:41.762 --> 00:33:42.304 It's huge. 00:33:42.304 --> 00:33:43.558 I remember my granddad. 00:33:43.558 --> 00:34:00.182 He was in a high-care dementia ward here in Caloundra and so it was like a locked facility, but they had a beautiful garden and pathway and we used to take our dog and I'll never forget there was a lovely resident there and she would always say why have you got my dog? 00:34:00.182 --> 00:34:07.736 Anyway, I'd always let her play with the dog, but the joy that he brought to everybody it was so lovely, absolutely so. 00:34:07.955 --> 00:34:13.929 If there's been a pet, the pets can visit as often, you know as wanted. 00:34:14.195 --> 00:34:24.766 And also let's chat about because I think, think you also really important for you to dispel that myth about you know, because the perception is, you know it's like jail I can't go out or I can't go back to my home. 00:34:24.766 --> 00:34:28.416 We just sort of spoke about the ability for people to get that closure. 00:34:28.737 --> 00:34:30.641 Yeah, absolutely so. 00:34:30.641 --> 00:34:40.268 One of the first things that I would say to one of my families is, when you go to look at a home, ask to see the lifestyle calendar. 00:34:40.268 --> 00:34:44.981 That's first and foremost, so you can see what goes on. 00:34:44.981 --> 00:34:50.588 Now, people, residents, aren't locked up. 00:34:50.588 --> 00:34:53.478 Yes, they are definitely not jails. 00:34:53.478 --> 00:34:54.860 They are not hospitals. 00:34:54.860 --> 00:35:03.119 It's just their new home, the new chapter, and if they like to go out, there might be a friend. 00:35:03.119 --> 00:35:05.164 It doesn't have to be a family member. 00:35:05.164 --> 00:35:10.903 They might have a friend that says I'm going to the bowling club, I'll come and pick you up. 00:35:11.103 --> 00:35:14.115 They take them out for a few hours or the day. 00:35:14.115 --> 00:35:15.599 Then they take them home. 00:35:15.599 --> 00:35:23.518 They also can go out overnight and it just depends on the person's situation. 00:35:23.518 --> 00:35:36.543 For that one and families are encouraged to keep it to a minimum amount of time, but families that might work for Christmas or special birthdays. 00:35:36.543 --> 00:35:42.090 Most of the newer homes these days have a private dining room. 00:35:42.090 --> 00:35:43.271 I know you wouldn't want to leave. 00:35:43.291 --> 00:35:46.023 No, honestly, where you placed our clients? 00:35:46.023 --> 00:35:48.903 Oh my gosh, I just coincided a visit with Happy Hour. 00:35:48.903 --> 00:35:50.740 I couldn't believe it, my word, my word. 00:35:53.476 --> 00:35:57.606 Look, that's why the lifestyle calendar is really important. 00:35:57.606 --> 00:36:03.085 I think a lot of people think, oh, they'll just be a person that comes in and plays piano. 00:36:04.840 --> 00:36:05.442 No, no, no. 00:36:05.442 --> 00:36:07.181 Isn't it amazing though? 00:36:07.181 --> 00:36:07.742 Absolutely. 00:36:07.742 --> 00:36:13.061 Or you think oh, you see the bus head off, oh, the buses, I love the buses. 00:36:13.775 --> 00:36:21.882 I do remember in my blue care days when families would say you know, oh, do they have bus outings? 00:36:21.882 --> 00:36:23.085 Yeah, isn't it funny. 00:36:23.085 --> 00:36:25.260 Yes, and even when it's wet. 00:36:25.260 --> 00:36:31.541 I remember there was one year and we just had continual rain, a bit like it's happening now, yeah. 00:36:31.541 --> 00:36:38.342 And the Blue Care buses would just go for a drive and coming home through the Macca's drive-through. 00:36:38.342 --> 00:36:41.639 That's classic and your 50 cent cone. 00:36:41.639 --> 00:36:43.606 I think they were only about 30 cents. 00:36:43.956 --> 00:36:45.460 Oh, my God, like 20 of them. 00:36:45.460 --> 00:36:48.226 Oh, absolutely, isn't that gorgeous, what a vision. 00:36:48.226 --> 00:36:59.420 And I think I love that because, you know, living here in Caloundra and you know, obviously, like walking along the beach in the morning, I'd quite often see some of the, you know, lifestyle villagers will have their bus. 00:36:59.420 --> 00:37:02.041 And it makes sense, and it's those things that we forget, isn't it? 00:37:02.074 --> 00:37:11.128 when we've got the ability to drive and have our independence, a typical calendar, weekly calendar, they would have. 00:37:11.128 --> 00:37:15.224 Not all homes have their own buses. 00:37:15.224 --> 00:37:16.360 The majority do. 00:37:16.360 --> 00:37:18.141 There's only a couple that don't.

00:37:18.141 --> 00:37:31.603 But those that do they'll do trips to shopping centres, and the residents that are able to independently walk around they'll be given a time to meet back. 00:37:31.603 --> 00:37:32.224 Perfect. 00:37:32.224 --> 00:37:39.664 But they're free then to go and browse in the shops, but lifestyle carers will always accompany those. 00:37:39.664 --> 00:37:40.445 Yeah, great. 00:37:40.445 --> 00:37:46.268 Now the buses aren't big enough so that all the residents can go at the same time. 00:37:46.268 --> 00:37:48.840 So you might see an outing. 00:37:48.840 --> 00:37:54.844 Oh, this one, they're going down to Redcliffe, you know, down to the foreshore down there. 00:37:54.844 --> 00:37:57.221 Oh, dan, you might like that. 00:37:57.221 --> 00:37:57.543 Yes. 00:37:57.974 --> 00:38:01.922 Because they're going fishing, yeah, so there's all these different things. 00:38:01.922 --> 00:38:05.985 Quite often, it's the men that we forget about. 00:38:06.215 --> 00:38:09.329 So true, isn't it my word, that need that connection. 00:38:09.329 --> 00:38:10.496 Yes, so the men in the home. 00:38:10.516 --> 00:38:12.257 If I've had a family say to me, oh look. 00:38:12.257 --> 00:38:17.161 If I've had a family say to me, oh look, dad was. 00:38:17.161 --> 00:38:29.831 You know, he was just a hard worker and he still wants to do those things, I'll look for a home that's got perhaps a men's shed yes great or a men's group. 00:38:29.831 --> 00:38:33.923 Yes and think first and foremost. 00:38:33.923 --> 00:38:36.876 It's always about the care so I've got to meet those care needs. 00:38:36.896 --> 00:38:38.918 Yeah, First and foremost it's always about the care, so I've got to meet those care needs. 00:38:38.918 --> 00:38:39.798 Yeah, but very close. 00:38:39.798 --> 00:38:45.885 Second is how are we going to engage them within life? 00:38:46.166 --> 00:38:49.009 Absolutely, because it's actually a renewed. 00:38:49.009 --> 00:38:50.230 It can actually. 00:38:50.250 --> 00:38:54.117 It's just that next chapter, yeah, and let's chat as well too. 00:38:54.117 --> 00:38:59.179 I think one thing that you mentioned too, marie, which was kind of a surprise to me, was about malnourishment. 00:38:59.179 --> 00:39:02.934 You know that that was a really interesting thing because I know personally. 00:39:02.934 --> 00:39:05.539 I, you know my nana, um went into care. 00:39:05.539 --> 00:39:15.936 We just lost her on Saturday, um, and then thankfully she was in care, but, um, you know, she was living independently, um, leaving the oven on and and all of those horror stories. 00:39:15.936 --> 00:39:26.965 Unfortunately, during COVID, where um were in a you know, her two kids were in different states we actually thought, look, having been independent for so long, when she'd move into care? 00:39:26.965 --> 00:39:33.242 In fact she flourished, because I would suggest she was probably just having little tidbits of food, correct? 00:39:33.896 --> 00:39:34.255 They. 00:39:34.255 --> 00:39:47.364 Quite often they can't get out to shop, so unless a family member or a close friend, is shopping for them, then they don't have the food in the home. 00:39:47.364 --> 00:39:58.635 But it's all well and good having the food in the home if they know how to operate a stove or a cooktop or a microwave and nutritious food as well. 00:39:58.635 --> 00:40:07.927 Yes, and I won't say it happens a lot, but I've certainly had clients where this has happened. 00:40:07.927 --> 00:40:12.485 Food has gone off, and this was prevalent during COVID. 00:40:12.525 --> 00:40:13.286 Yeah, absolutely. 00:40:13.715 --> 00:40:21.945 That someone living with dementia may not fully understand the implications of keeping food refrigerated. 00:40:21.945 --> 00:40:46.277 Yes, yep, and so we were having people that were becoming quite ill because, A they weren't eating or, B they were eating food and ending up with food poisoning, consequently ending up in hospital and not being able to go back home such a tough cycle too, because I remember where's my gran was still living independently, but I mean she would. 00:40:46.418 --> 00:40:49.956 This was in prigent beach, she would catch the bus to cool them and then she'd have. 00:40:49.956 --> 00:40:53.954 I mean she was, yeah, well into her 80s and have to carry the shopping bags of groceries. 00:40:53.954 --> 00:40:58.364 It was a big undertaking, like I think it's all of those things that there is. 00:40:58.364 --> 00:41:00.068 That real missing piece isn't there. 00:41:00.068 --> 00:41:05.382 I mean, now you've got a lot more support with you know aged care packages and things like that. 00:41:05.815 --> 00:41:09.099 Yes, you do A lot of people. 00:41:09.099 --> 00:41:19.438 They're not on the right package either and because you might have had someone that's turned 70 or so, they were assessed. 00:41:19.438 --> 00:41:28.864 And they might be, because with the home care packages they go from level one through to level four and they might have been assessed as, say, a level two. 00:41:28.864 --> 00:41:33.586 So very low or low care, a little bit of domestic help. 00:41:35.038 --> 00:41:44.101 Is that cleaning, or yeah, yeah, sure so you'd have someone come in and do a weekly clean, perhaps put some washing on, but no nursing care. 00:41:44.101 --> 00:41:46.606 But no one has. 00:41:46.606 --> 00:41:52.585 And suddenly the person is forgetting to take their medications or mixing up their medications. 00:41:52.605 --> 00:41:54.155 Yeah, I know that from my pharmacy days. 00:41:54.155 --> 00:41:57.443 I used to deliver Webster packs and I'd go and you know. 00:41:57.443 --> 00:42:03.001 So that's pre-done medication for those listening, and you know it was heartbreaking. 00:42:03.001 --> 00:42:05.063 I'd go in a week and not one had been taken. 00:42:05.063 --> 00:42:07.461 So I know all about that. 00:42:07.534 --> 00:42:17.005 Yes, very common, and so people don't realise, families don't

realise that you need to keep on top of the home care packages. 00:42:17.005 --> 00:42:31.221 There's still a long wait, unfortunately, for a Level 3, because with the packages the home care is not my area but what I do know of home care. 00:42:31.221 --> 00:42:43.003 Level 3 and Level 4 are your high care areas, but Between 12 to 16 hours a week is still not enough. 00:42:43.130 --> 00:42:44.576 That's the maximum on level four. 00:42:44.809 --> 00:42:46.235 That's the maximum on level four. 00:42:46.235 --> 00:42:49.317 Now the wait time for these packages. 00:42:49.317 --> 00:43:02.215 I remember a couple of years ago, and I can't even remember which government was in but as the public, we were told no one will wait more than a month for a home care package. 00:43:02.215 --> 00:43:06.340 Level fours we're still waiting up to 12, 15 months. 00:43:06.340 --> 00:43:08.757 Level 3 is probably the same. 00:43:09.050 --> 00:43:10.773 It's just such a. 00:43:10.773 --> 00:43:13.380 Is that just because there isn't the staff? 00:43:13.380 --> 00:43:14.202 Yes, correct. 00:43:14.222 --> 00:43:28.193 Yeah, sure, and we might find that someone that's been assigned a Level 3 or a 4, that the home care provider can provide a Level 2 package hours, which is only four hours, yeah gosh. 00:43:28.233 --> 00:43:39.137 There's a huge gap there and I can see where this is going, Marie, because obviously waiting that 12 months without getting that care, missed medication falls, they end up in hospital, that's right. 00:43:40.050 --> 00:43:53.485 When you know it's very hard for someone that is not expecting to have an unseen or unplanned medical incident and suddenly they're told they can't go home. 00:43:54.170 --> 00:44:02.942 I just, yeah, and so to that point, chat to me about you know why that's a huge part for you about this forward planning. 00:44:02.942 --> 00:44:03.713 Chat about that, and I think that's a huge part for you about this forward planning. 00:44:03.713 --> 00:44:05.577 Chat about that, and I think that's. 00:44:05.577 --> 00:44:29.900 I mean, there's so much you love about your job and I am getting you back because we have so much to talk about, because I know this is going to be something that so many people will appreciate and certainly something I see you know all the time, because obviously I get to the stage where you know all the time, because obviously I get to the stage where you know we'll meet and generally I'm assisting in the sale of a property and the downsizing and everything. 00:44:29.900 --> 00:44:32.190 But, yeah, chat about how people can, you know, sort of preempt this stage. 00:44:32.469 --> 00:44:36.375 So I think it's important for all parties to be involved. 00:44:36.375 --> 00:44:44.846 So I get asked when I'm meeting with a family, does mum or dad need to be there? 00:44:44.846 --> 00:44:46.451 I always. 00:44:46.451 --> 00:44:59.443 There's two different scenarios, and one of them is if it's future planning, yes, absolutely yeah, because we're talking about down the track that may never eventuate. 00:44:59.443 --> 00:45:04.581 Yes, but while ever mum or dad has a say, I think it's so important. 00:45:04.581 --> 00:45:12.760 So, with myself at that point, what we're talking about is what does an aged care home look like today? 00:45:12.760 --> 00:45:16.239 What can you do, what can't you do? 00:45:16.239 --> 00:45:19.797 And there's not a lot that you can't do apart from drive. 00:45:20.077 --> 00:45:20.338 Yes. 00:45:20.358 --> 00:45:21.420 And I drive. 00:45:21.420 --> 00:45:22.302 Yeah, okay, yeah. 00:45:22.302 --> 00:45:26.760 But it's about what does aged care look like? 00:45:26.760 --> 00:45:37.701 What documentation is needed so that could be having the correct ACAT referrals and enduring powers of attorney in place? 00:45:37.701 --> 00:45:41.659 Do you need an advanced health directive? 00:45:41.659 --> 00:45:47.960 All these documents you can put in place While you're fit and well Absolutely. 00:45:48.791 --> 00:45:50.114 Yeah, what age Marie? 00:45:50.114 --> 00:45:50.717 What does that? 00:45:50.717 --> 00:45:53.103 Look like in your sort of ideal scenario. 00:45:53.250 --> 00:45:58.923 Yeah, look, I'd say from about, if someone's in good health, I'd say 75. 00:45:59.891 --> 00:46:05.215 Oh, I was just seeing my mum's 73 and I think she'd stomp her feet up and down and say I'm not ready for that. 00:46:05.449 --> 00:46:07.096 Well, I'm nearly 70. 00:46:07.096 --> 00:46:11.478 No way, yeah, and it's like don't even think about it. 00:46:12.210 --> 00:46:25.811 Well, yes, I've heard that if you're not performing as a mum, oh, I have to be nice to my middle child particularly, apparently. 00:46:25.932 --> 00:46:28.907 all three, but the middle child particularly because she knows exactly where I don't want to go. 00:46:28.927 --> 00:46:33.460 Classic and she threatens Look, I have no doubt we are going to have so many questions that arise. 00:46:33.460 --> 00:46:38.081 You know, I feel your passion and energy for what you do. 00:46:38.081 --> 00:46:44.041 What we love most is your tenacity and fight for your clients. 00:46:44.041 --> 00:46:48.925 But also just chat about too, because for you the journey doesn't end with the admission. 00:46:48.925 --> 00:46:50.311 I think that's really important. 00:46:50.311 --> 00:46:51.112 You share that. 00:46:51.313 --> 00:46:55.760 No, it's definitely not, because no one. 00:46:55.760 --> 00:47:08.519 Even if someone goes into care willingly and accepts that this is their journey, it still takes a good six to eight weeks for someone to settle in. 00:47:08.519 --> 00:47:09.121 Absolutely. 00:47:09.121 --> 00:47:10.224 It's a long time yeah. 00:47:10.224 --> 00:47:17.864 And we have to be they have to be aware of what can happen. 00:47:17.864 --> 00:47:29.039 Quite often the most placid person can become very angry with their nearest and dearest and think why have you done this to? 00:47:29.059 -->

00:47:29.099 me. 00:47:29.099 --> 00:47:29.820 Done this to me. 00:47:29.820 --> 00:47:31.150 I knew you'd say that yeah. 00:47:32.434 --> 00:47:49.880 So it's very important to be able to support the family and walk them through how to manage it, because, as a daughter or a son, our first thing is I must visit as much as possible. 00:47:49.880 --> 00:47:50.643 Yeah. 00:47:50.849 --> 00:47:50.949 And. 00:47:50.969 --> 00:48:01.932 I'm sure that most staff in aged care homes would say if it's upsetting the resident, you know what the best thing is. 00:48:01.932 --> 00:48:04.541 Don't visit every day. 00:48:04.541 --> 00:48:12.123 But you can phone and you can have a chat either to mum or dad or to the staff. 00:48:12.123 --> 00:48:13.876 Just find out how they're going. 00:48:13.876 --> 00:48:15.635 There's a real guilt there, isn't there. 00:48:15.635 --> 00:48:17.998 We beat ourselves up. 00:48:18.471 --> 00:48:21.621 And you know you spoke about it off air, about that carer fatigue. 00:48:21.621 --> 00:48:22.771 It's real. 00:48:22.771 --> 00:48:27.362 Even just my own personal experience, you know the family being like we can do it. 00:48:27.362 --> 00:48:46.713 And I mean we had my granddad, you know, prior to his admission, just for a weekend, and he had Lewy body dementia and he was up down, he was out, he was out the door, he was down the street, he was pants off, pants on toilet. 00:48:46.713 --> 00:48:49.557 And so you know, my heart, just you know it just beams for those people that can do it. 00:48:49.577 --> 00:48:50.460 But my gosh, it's full on, yeah. 00:48:50.460 --> 00:49:09.637 So I always make sure on admission day that everything has gone as planned, and I like for families to have admission day where they don't have to worry about paperwork because there's still so much that has to be done that I can't do anyway. 00:49:09.637 --> 00:49:12.056 You can do almost all of it, right, yeah? 00:49:12.056 --> 00:49:17.822 Then you come to this doorway where the door is closed. 00:49:18.630 --> 00:49:33.543 So I like homes, if they can, to do a pre-admission meeting, so on admission day it's just about settling in, so always checking that everything's gone as it should have. 00:49:33.543 --> 00:49:44.851 Now, quite often that means someone's come from hospital in an ambulance and they do a wonderful job, but we're at the mercy when that ambulance turns up. 00:49:44.851 --> 00:49:45.733 Yeah, of course. 00:49:45.773 --> 00:49:47.318 I never even thought, isn't that funny? 00:49:47.318 --> 00:49:54.487 I just well, not funny, but I just made a presumption that they would just be, the family would take people of course there's um. 00:49:54.889 --> 00:50:01.760 It's always nice for family to be able to take them, but quite often it's not practical and again, again. 00:50:01.800 --> 00:50:08.715 Like I said, I had this misconception that you, literally it was our experience which was doing the paperwork, not so much the hospital component. 00:50:08.715 --> 00:50:12.222 Yeah, Quite clinical, yes, very. 00:50:14.293 --> 00:50:19.349 And so I then checked back in within two weeks' time. 00:50:19.349 --> 00:50:23.842 But as long as the family knows, they can call me or email me any time. 00:50:23.842 --> 00:50:26.780 That's fine, because two weeks is actually a long time. 00:50:26.780 --> 00:50:38.824 But at two weeks, you know, they might say, oh no, they're not settling, or this hasn't happened, or I was told that they would do this every day. 00:50:38.824 --> 00:50:51.079 And so as long as they're asking the right person as to oh look, mum's mentioned that she hasn't had a shower for three or four days. 00:50:51.599 --> 00:50:55.815 Well, you know the language, Marie, and you did say that people are a bit worried. 00:50:55.815 --> 00:51:01.032 They don't want any mistreatment, yes, so it's who's the right person. 00:51:01.434 --> 00:51:03.239 Always the clinical manager. 00:51:03.460 --> 00:51:04.081 Okay, great. 00:51:04.550 --> 00:51:05.596 Clinical managers. 00:51:05.596 --> 00:51:16.596 So one of the things that's one of the most common things that we'll hear oh, mum or dad hasn't been showered, yes, so two things around this. 00:51:16.596 --> 00:51:32.556 One of the documents that has to be signed is called the Charter of Rights, and the very first principle on this document is that the resident is encouraged to maintain their independence as long as possible. 00:51:32.556 --> 00:51:47.083 Okay, so you've got the lovely lady or gent that has come into the room, woken Mary up at 7 o'clock and it's a freezing cold morning and said are you ready for your shower? 00:51:47.103 --> 00:51:47.284 Yeah. 00:51:47.284 --> 00:51:50.286 If I was Mary, I'd go away. 00:51:50.326 --> 00:51:55.108 Yeah, and so they do because they can't force someone to have a shower. 00:51:55.690 --> 00:51:59.101 Yeah, great, and they might come back in an hour's time. 00:52:00.130 --> 00:52:02.398 Time depending really with their schedule. 00:52:03.090 --> 00:52:04.916 Are you ready for your shower? 00:52:04.916 --> 00:52:10.641 No, so consequently, they don't get showered, they'll have a wash. 00:52:10.641 --> 00:52:18.422 Yes, it's all about letting the person in charge know. 00:52:18.963 --> 00:52:32.494 Well, perhaps you could just say to mum Mary, we're going to have a shower, yeah so it's all about the approach and education, and I think that's that's what I'm just consistently blowing away every time we catch up. 00:52:32.494 --> 00:52:35.581 It's it's just all those little things, isn't it that you've got? 00:52:35.581 --> 00:52:40.809 You know years and years and years of knowledge and years of your due diligence and checking out. 00:52:40.809 --> 00:52:43.072 I think, ultimately, like loud and clear, the message is to engage somebody of your due diligence and checking out. 00:52:43.072 --> 00:52:48.646 I think, ultimately, like loud and clear, the message is to engage somebody of your caliber.

00:52:48.646 --> 00:52:50.166 Let's shift gear a little bit. 00:52:50.166 --> 00:52:56.472 I know we did say we were going to get into some more juicy stuff, but there is plenty of time for our next visit on that. 00:52:56.472 --> 00:53:14.525 What I loved most importantly is that you did say that every home that you have an experience in and I love that because you are advocating for your clients and I know you're really good as well at negotiating and getting the best package for them as well. 00:53:14.744 --> 00:53:21.003 Yeah, it's again when we're looking at negotiating the costs. 00:53:22.349 --> 00:53:23.414 Which people wouldn't know. 00:53:23.414 --> 00:53:25.481 You can do right, Marie, Exactly. 00:53:26.070 --> 00:53:39.030 Now, sometimes because we all love a bargain, we all love a bargain, but sometimes it's not in the person's best interest because accommodation costs. 00:53:39.030 --> 00:53:43.920 So when you're living in your home, your home is exempt for pension purposes. 00:53:43.920 --> 00:53:54.360 When you pay an accommodation cost, that is treated like your home, so it too is exempt for pension purposes. 00:53:54.360 --> 00:54:10.981 In this day and age where property prices, homes are selling for so much, it's often not the ideal thing to negotiate a lower cost, because that person might then lose part of their pension. 00:54:10.981 --> 00:54:22.496 But this is where a specialist financial advisor, aged care financial advisor comes into play, and they should be able to give you two or three different scenarios? 00:54:22.858 --> 00:54:23.862 Great, I think. 00:54:23.862 --> 00:54:28.431 Look able to give you two or three different scenarios, great, I think. 00:54:28.431 --> 00:54:28.592 Look. 00:54:28.592 --> 00:54:30.858 Ultimately you know that's the message loud and clear is there's help available? 00:54:30.858 --> 00:54:38.862 Yes, this is such a big path to navigate and, like I said to you, off air, you need to do your own podcast because you would just honestly help the masses, which is great. 00:54:38.862 --> 00:54:42.539 But you know, you just mentioned your dream holiday. 00:54:42.539 --> 00:54:44.096 You've just had your holiday. 00:54:44.096 --> 00:54:45.396 Where would be your dream? 00:54:45.396 --> 00:54:47.632 Let's learn a little bit about Marie oh. 00:54:47.954 --> 00:54:48.882 Marie Italy. 00:54:49.306 --> 00:54:49.769 Beautiful. 00:54:50.010 --> 00:54:53.394 Italy would be it yes, or a cruise. 00:54:53.394 --> 00:54:55.697 Actually, I'm a real cruise addict. 00:54:56.250 --> 00:54:57.235 Bingo on a cruise. 00:54:57.670 --> 00:54:58.815 Yeah, no. 00:54:59.891 --> 00:55:01.074 I love it. 00:55:01.074 --> 00:55:02.097 I'm such a. 00:55:02.097 --> 00:55:03.862 That was my thing with my gran growing up. 00:55:03.862 --> 00:55:08.561 She'd even smoke in the bingo hall, marie, god bless her. 00:55:08.561 --> 00:55:09.994 She'd give me one little card. 00:55:09.994 --> 00:55:10.938 She had a big thing. 00:55:10.938 --> 00:55:12.974 But yeah, that's. 00:55:12.974 --> 00:55:14.760 It's a nice, relaxing holiday. 00:55:14.889 --> 00:55:16.056 Yes, love cruising. 00:55:16.056 --> 00:55:21.896 So we've been fortunate to do several, but I'd love just to. 00:55:21.896 --> 00:55:25.681 I'd actually love to spend six to 12 months in Italy. 00:55:25.862 --> 00:55:26.989 Beautiful yeah, just crampsing around. 00:55:27.050 --> 00:55:28.195 Well, you do it. 00:55:29.391 --> 00:55:30.134 So I was going to. 00:55:30.134 --> 00:55:32.681 My next question would be your favourite food and drinks. 00:55:32.681 --> 00:55:34.317 Are we Italian? 00:55:35.309 --> 00:55:42.942 Italian and seafood oh nice but it doesn't matter, it could be a snag on the barbecue if someone else is cooking it. 00:55:43.791 --> 00:55:46.619 I've always said I've never met a salad I've made that I've liked. 00:55:46.619 --> 00:55:49.416 Someone else makes a salad. 00:55:49.416 --> 00:55:51.052 I love it, honestly. 00:55:51.052 --> 00:55:52.498 It's such a treat, isn't it. 00:55:52.590 --> 00:55:54.340 I love being cooked for. 00:55:54.510 --> 00:55:58.101 Your life has been full of beautiful memories. 00:55:58.101 --> 00:56:01.400 You've been with your husband, Mike, for 49 years. 00:56:01.831 --> 00:56:06.413 Well, married for oh married, for we went to school together. 00:56:06.653 --> 00:56:07.416 You are just. 00:56:07.416 --> 00:56:09.021 You genuinely are an angel. 00:56:09.021 --> 00:56:11.112 No, he's the angel. 00:56:11.112 --> 00:56:11.635 Good for him. 00:56:11.635 --> 00:56:18.411 But look, you even just said too, you know you've had a holiday, you're kind of getting to know each other again. 00:56:18.411 --> 00:56:20.271 It's a new phase of your life? 00:56:20.271 --> 00:56:21.652 Yeah, absolutely it's, and phase of your life? 00:56:21.672 --> 00:56:35.358 Yeah, absolutely, and I think this is important well for anyone, any couple, because I think you know if you're going to grow old together, geez, and live in the same house, it would be nice to get on with them. 00:56:35.798 --> 00:56:36.699 Probably a good start. 00:56:36.699 --> 00:56:39.581 Good start Probably a reason why there's a lot of. 00:56:39.581 --> 00:56:41.422 The divorce rate is through the roof. 00:56:41.422 --> 00:56:47.605 I think a lot of people aren't in loving who they're married to and so it is fun. 00:56:47.885 --> 00:56:50.586 And look, we laugh a lot. 00:56:50.586 --> 00:56:54.268 He mainly laughs at me and the kids. 00:56:54.268 --> 00:57:01.976 Ryan will tell you some stories and they just shake their heads with myself. 00:57:01.976 --> 00:57:16.860 But I think it's important for couples when they're going or considering going into care and one is still healthy and fit and the other one needs that care and they think, no, no, I can do it. 00:57:17.849 --> 00:57:35.021 One thing that I do say to my families is that and we'll use the scenario of the husband being the one that needs to go into care and

I would say to the wife it's time to go back to being a wife and not a nurse. 00:57:35.141 --> 00:57:35.663 Yeah. 00:57:35.802 --> 00:57:41.907 Spend whatever time you have sitting, talking, doing things together. 00:57:41.907 --> 00:57:44.416 It's beautiful, Because that's what it's all about. 00:57:44.416 --> 00:57:52.443 You don't need to be worrying about cleaning up a mess because you know it happens, it does. 00:57:52.583 --> 00:57:54.431 Yeah, yeah, yeah. 00:57:54.431 --> 00:57:56.980 That's, I mean certainly, scenarios I've seen as well. 00:57:56.980 --> 00:58:02.322 Oh gosh, you are just honestly one of my favourite, favourite people. 00:58:02.322 --> 00:58:05.639 I just have loved that the universe has put us together. 00:58:05.639 --> 00:58:09.760 I would love our conversation to come. 00:58:09.760 --> 00:58:16.097 I don't want it to come to an end, but I would love to close our conversation with you sharing a little bite of wisdom. 00:58:16.157 --> 00:58:55.081 Your favourite quote or saying I read this quote I think it was the week I started making phone calls to homes to go and visit them, so around 11 years ago and it goes along the lines of your smile is your logo, your personality is your business card, but how you leave someone after they've met you is just everything. 00:58:55.342 --> 00:58:56.445 Isn't that amazing. 00:58:56.690 --> 00:59:10.878 So, and then the other one that I like is the ironing board one, and we've all got stomachs like ironing boards, it's just some have much bigger piles. 00:59:10.878 --> 00:59:12.255 Ah, I love it. 00:59:13.710 --> 00:59:16.097 Yeah, I'm definitely never a flat ironing board. 00:59:16.097 --> 00:59:17.240 I love it. 00:59:17.240 --> 00:59:18.434 Oh, that is so funny. 00:59:18.434 --> 00:59:20.233 Well, look it has been. 00:59:20.233 --> 00:59:26.335 You have been an amazing star, by the way, for your first podcast Absolutely amazing. 00:59:26.335 --> 00:59:29.018 You have so much to give the world. 00:59:29.018 --> 00:59:34.382 You have obviously made a huge impact in so many people's lives. 00:59:34.382 --> 00:59:50.661 I hope that our podcast can be shared wide and far for those that need help in that next step and just knowing how to begin and navigate, and you've given some really good insight and, like I said, to dispel some of the myths and fears. 00:59:50.740 --> 01:00:14.226 Yes, yeah, I think that's the important thing, and sometimes it's just a matter of a phone call, it's just about no, you can do this or you can do that, and I never, ever want to think that someone is not engaging because they feel that they can't. 01:00:14.226 --> 01:00:14.769 Yeah. 01:00:14.769 --> 01:00:21.204 Whether that's due to you know it, not being affordable, it is. 01:00:21.204 --> 01:00:26.282 I mean, there's different horses for courses. 01:00:26.282 --> 01:00:27.954 Yeah, we can make it work. 01:00:27.954 --> 01:00:31.759 And if I can help over the phone, I can guide you. 01:00:32.079 --> 01:00:33.101 Yeah, amazing. 01:00:33.101 --> 01:00:43.581 Well, look, I am going to make sure that all of your details are shared so that people can reach out, and I know that, yeah, you have already made a huge impact. 01:00:43.581 --> 01:00:46.072 But it has been such a lovely catch up. 01:00:46.072 --> 01:00:50.242 Marie, you are my final guest for series one of Beyond the Signboard. 01:00:50.242 --> 01:00:58.391 It has been an amazing journey of dispelling I guess you know the perception that real estate is easy. 01:00:58.391 --> 01:01:16.420 This just gave us a really great platform, I guess, to share a bit of a behind the scenes of just one experience, but also just the ability to have, you know, a really strong professional network, referral partners and just always having the client in mind first and foremost. 01:01:16.762 --> 01:01:17.402 Yes, yes. 01:01:17.402 --> 01:01:26.594 And what I've found, Amy, is that the people that I have worked with that have come my way because of yourself. 01:01:26.594 --> 01:01:38.920 For them, it's been about the empathy that has stemmed from selling a home, which you don't often see in real estate. 01:01:38.920 --> 01:01:43.059 So I think McGraths are exceptional. 01:01:43.380 --> 01:01:43.842 Thank you. 01:01:43.842 --> 01:01:46.378 Well, yeah, we look forward to working together. 01:01:46.378 --> 01:01:50.094 You know well and truly into the future, the Sunshine Coast is greater. 01:01:50.094 --> 01:01:54.737 For you being back, you have an amazing day, day one of back to work. 01:01:54.737 --> 01:02:01.358 Thank you, marie, you've been a blessing, you're very welcome and thank you for having me. 01:02:01.559 --> 01:02:02.161 My pleasure. 01:02:02.161 --> 01:02:06.157 Thank you for listening to this episode of Beyond the Signboard. 01:02:06.157 --> 01:02:09.615 We trust you enjoyed it as much as we enjoyed making it for you. 01:02:09.615 --> 01:02:14.353 If there are any topics you want covered in the future, make sure you reach out and let us know. 01:02:14.353 --> 01:02:20.170 Also, feedback and suggestions are appreciated almost as much as like shares and downloads.