Publish date: 10 September 2024
Bethanie’s Consumer Advisory Group (CAG), formed in 2021 has since made a valuable contribution in positively changing the way Western Australians experience ageing.
CAG is a committed and passionate group of residents and family members who are strengthening and improving the way we connect with our valued residents.
Mirroring Bethanie’s commitment to mission, CAG members regularly attend resident meetings and speak with individuals on site to understand issues relevant to their wellbeing and experience.
CAG is more than a useful connection for Bethanie to engage with our residents. It has already demonstrated how it can fundamentally and positively help the way Australians experience ageing, while fulfilling our responsibilities as outlined by the Aged Care Quality and Safety Commission.
The group has demonstrated a deep commitment and focus on improving the resident experience, addressing such vital areas as living environments, activities and food.
The forum for discussing these matters is resident meeting, an open and honest interaction addressing organisational challenges, decisions, and progress, with a keen focus on the impact to residents and their families.
By adopting a rigorous approach to dealing with the topics raised, the collective efforts of CAG and Bethanie are helping us improve our services for all residents.
The CAG has made improvements that are directly meaningful to residents, such as upgraded audio equipment and by closing the loop on issues raised, the group is helping Bethanie improve services for everyone.
Neil White became a CAG family representative member when his father had lived at Bethanie Geneff for two years.
“I had become familiar with the staff and the operations of Bethanie when I was asked to join,” said Neil.
“My involvement was motivated by my personal experience and a desire to contribute to the organisation's improvement efforts, ultimately aiming to benefit residents and staff alike.
“Each site has unique strengths and innovative ideas that aren't widely known or shared.
“CAG is instrumental in spreading these best practices and innovative solutions across all Bethanie facilities.”
CAG members volunteer their time to ensure that Bethanie can make a positive impact on the lives of residents, clients, and their families. Their influence is vital in informing the development, delivery and evaluation of care and services and ensures that feedback and communication remain open.
Laurette LeCras worked for Bethanie for 28 years, first as a nurse and then as a program coordinator, and she did not think twice about moving into a Bethanie retirement village when the time came. Joining the CAG provided her a formal platform to advocate for consumer interests, drawing from her understanding of Bethanie's dedication to customer experiences.
“As a team we attend resident meetings and speak with individuals, and we have been able to present some ideas and suggestions which are fantastic,” said Laurette.
“Many of them were worth adopting across all homes to the benefit of residents, including some edits to the dining experience.”
Together, Neil and Laurette exemplify the CAG's proactive approach in opening communication between Bethanie, its residents, and their families. Their efforts ensure that feedback loops are closed, services are continuously refined, and the overall resident experience is enriched.
“I encourage others to engage with CAG members when they visit Bethanie sites, as we are there to listen, help, and improve the overall experience for residents and their families,” said Neil.
Meet the Consumer Advisory Group
Leanne Lusk - Committee ChairLeanne brings extensive knowledge having served as both a caregiver for her mother and witnessing firsthand the challenges and successes of aged care through her mother’s residency at Bethanie Geneff. This combined experience has instilled in a strong desire to contribute positively to Bethanie's Mission.
Lisa Marino – Committee Member
Lisa’s prior experience championing the voices of diverse groups, has honed her ability to listen actively, advocate effectively, and ensure fair representation across various demographics. She brings a personal perspective as a primary caregiver for her mother which has exposed her to the various challenges within the aged care system, providing valuable insights into consumer issues.
Neil White – Committee Member
Neil is dedicated to contributing to the improved services since his personal experience with his father as a resident at Bethanie Geneff. Neil is motivated to identifying the strengths at each site and leveraging these to create best practices and innovative solutions across all Bethanie facilities.
Laurette Le Cras – Committee Member
Having worked at Bethanie for 27 years, her Mother as a client and now living in a Bethanie Village herself, Laurette has seen all sides of Bethanie and is committed to making a positive contribution. She brings a wealth of knowledge from her experience in management roles across Bethanie’s Residential, Community, Villages and volunteer programs, which gives her a deep understanding of how the organisation works.
