Opening doors: transforming aged care at our Heritage Manor community

At Heritage Manor Residential Aged Care community in Morwell, a quiet revolution has taken place – one that began not with grand gestures, but with a simple decision: to open a door. 

For years, our ‘C-Wing’ was home to our memory support residents – people living with dementia and other cognitive issues. Designed as a pilot site with expert advice from another community organisation specialising in dementia support, it featured a colour scheme intended to evoke calmness and peace while still providing a sense of vitality.  

But reality told a different story. The vibrant colour scheme proved overstimulating, triggering frequent episodes of sundowning and agitation with residents. Employee burnout was high and, most heartbreakingly, the wing became a symbol of separation – physically and socially – from the rest of the community. 

Residents felt the weight of stigma and employees felt the strain. Something had to change. 

Before the transformation, bright, bold colours proved too jarring for residents.

Repainting the walls was the most obvious step. But our leadership team chose to do more. They re-imagined the entire philosophy behind having a separate space. “We knew we had to go beyond surface-level fixes,” said Kate Hoogerwerf, Residential Care & Services Manager. “This transformation was about restoring dignity, fostering inclusion and creating a space where people feel truly at home.” 

And so, the doors to ‘C-Wing’ were opened – literally and figuratively. The label ‘Memory Support Unit’ was retired because, as Kate explains, ‘We wanted every resident to feel part of a shared community, not defined by diagnosis. It was an important cultural shift to drop this terminology.” In its place emerged a new vision: one that welcomed everyone without judgment and fostered a sense of shared belonging. 

After the transformation, a calming colour palette connects the living spaces 

Today, ‘C-Wing’ is no longer a separate place. It’s simply part of Heritage Manor. Residents move freely, reconnecting with old friends and forming new bonds. The natural flow of people in and out has created a vibrant rhythm of community life. Activities are no longer confined to or assigned to different groups of people based on cognitive ability; instead, they are chosen by the residents. Our Lifestyle Team creates programs suited for everyone and invites all residents to engage on their own terms. 

The transformation has been truly remarkable. Sundowning has become a thing of the past. Participation in activities has soared. Residents are leaving their rooms – not because they have to – but because they want to interact with others in their community. For our employees, the shift has been transformative. The burnout has lifted. The atmosphere is relaxed, joyful and filled with warm connections. 

“It’s not just about programs – it’s about people,” says Kate Jeremiah, Leisure & Lifestyle Coordinator. “When you remove barriers and let connection flow naturally, the whole community thrives – the results have been extraordinary.” 

This wasn’t a quick fix. It took months of reflection, adaptation and courage. But it was worth every step. Because when we empower people to feel in control of their journey, when we foster genuine connection and when we dare to innovate, we create something truly life-changing for those in our care. 

At our Heritage Manor community, opening a door changed everything. And it’s a reminder that thoughtful design, inclusive thinking and a commitment to honour dignity can unlock a fuller life for everyone.