SwanCare, the quiet achiever: high resident satisfaction rating adds to best financial results ever recorded

Found in: News | Authored by: SwanCare

West Australian retirement and aged care leader, SwanCare, is celebrating its best financial results in its 55-year history alongside glowing resident feedback, according to two reports tabled in December 2016.

SwanCare is a not-for-profit organisation based at Bentley Park, WA’s largest single aged care and retirement site, with over 1,000 residents and 350 staff.

The 2016 SwanCare Retirement Living Resident Survey report found that out of the residents surveyed:

• 95% feel safe at SwanCare;
• 95% are satisfied with the quality of service and support from SwanCare’s on-site administration team;
• 87% think SwanCare’s general services are very good or outstanding;
• 86% believe SwanCare’s health and support services are outstanding or very good; and
• Almost three quarters (84%) believe that the recreation and lifestyle services are outstanding or very good.

SwanCare’s Net Promoter Score was also measured, and its 60.2 score is classified as outstanding (with scores as low as between 20 and 30 classified as favourable and 10-20, average).

“We know that the vast majority of residents here are very happy, and the survey results really just confirm that,” Graham Francis, SwanCare Chief Executive Officer, said. “Historically, we haven’t had to sing our achievements from the rooftops as most of our new residents come to us by recommendations from friends or family.

“We are truly all about providing a caring place to retire, and I think really that sets us apart.”

The resident feedback report coincides with the release of SwanCare’s general annual report, which shows that SwanCare recorded its best financial result in the organisation’s 56-year history.

In 2015/16 SwanCare achieved a record annual financial surplus in excess of $6.6 million, 4.3% revenue growth and 8.7% asset growth.

“We have a lot to celebrate, but a lot of work ahead of us,” Francis said. “Being a not-for-profit organisation, we are committed to using these funds directly to benefit the residents of SwanCare.”

2017 will see the extension of SwanCare’s new SwanCare At Home community service, and the anticipated commencement of a $60 million major development project.

The project will include a new state-of-the-art 120-bedroom aged care facility, as well as a proposed leisure precinct with indoor heated pool, gymnasium, meeting rooms and a contemporary resident’s lounge.

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