Results from 395 customer survey responses about the Warrnambool Riverside Care Community
How we measure customer joy index
The Joy Index is our Opal HealthCare measurement tool to gauge how well we are delivering on our purpose to bring joy to those we care for.The question asks residents, “All things considered, how happy are you with your life these days?” The metric is an adaptation of the OECD* Guidelines on Measuring Subjective Wellbeing. * Organisation for Economic Cooperation and Development
How we measure customer satisfaction
Also known as ‘CSAT,’ this tracks how satisfied our customers are with our Care Community. It’s measured by asking the question, “Overall, how satisfied are you with your Care Community.’’ While many organisations measure CSAT on an ad-hoc basis, our CSAT question is included in our continuous surveys, providing us with real-time data that we can use to drive improvements.
Customer Recommendation Score (CRS) is Opal HealthCare’s adaptation of the Net Promoter Score (NPS), a widely used tool to measure customer loyalty. We calculate CRS by asking our residents and relatives, “How likely are you to recommend this Care Community to family and friends?” The metric is especially meaningful because research tells us that most people will only recommend a service with which they have been routinely impressed.
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Welcome to Warrnambool Riverside Care Community
Warrnambool Riverside Care Community is located in coastal Victoria, our care community is a warm and inclusive community set in tranquil gardens where everyone is welcome and connection is at the heart of our care. We are well-positioned near the Hopkins River, local beaches and bays, with hospitals and local bus routes within easy distance. Our aged care community features peaceful and beautifully appointed living spaces, both inside and out, to enjoy time with family and friends.
Care at Warrnambool Riverside
We offer a relaxing environment with the compassionate and personalised care of 24/7 registered nurses. Our experienced leadership work alongside a capable and confident team to offer long-term residential care, palliative care, dementia care and respite care. Allied health professionals also visit regularly. We also feature a memory care neighbourhood which has become a social hub full of activity and support for all our residents who are living with dementia. We know that understanding the big and the little details about how you like to live each day is important to us – so that we can help you feel at home, have the right support and live your best life in our care.
Daily living at Warrnambool Riverside
Community partners and families regularly bring animals of all shapes and sizes to visit, providing comfort and companionship for residents. We have many gardening enthusiasts who tend to our plants and gardens, and for those who are music-lovers, we encourage music and song around our grand piano. Our residents enjoy staying active and there’s always time for a friendly game of cards.
It’s an environment where you’re free to enjoy your interests, independently or with others, continue to learn and try new things, and participate in our home life – so you can enjoy your day, your way.
Our Care Communities are designed to offer high-quality clinical care while supporting a purposeful lifestyle. A range of room choices are available and all shared spaces within our homes include a comfortable lounge, dining areas and inviting outdoor spaces.
Our approach to care means we take the time to get to know you and understand your individual needs and preferences. Our clinical team provides exceptional care, working with medical and allied health professionals to ensure all your health needs are met to a consistently high standard.
Our Care Communities are vibrant communities because we ensure that our residents lead a meaningful life by engaging in activities that bring joy to both heart and mind. Do you have an interest in art, crafts, music, gardening or games? Whatever your interest, we will work to ensure that you have the opportunity to pursue your passions.
Food is essential to our wellbeing and happiness and is much more than just fuel for our bodies. Made fresh daily by our qualified chefs, our meals contain the finest quality ingredients, are nutritionally balanced, look appetising and taste delicious! Dining is a social experience with meals served in a homely environment that promotes interaction and a sense of community.