Bringing the best of care to older people at home

As a Baptcare Customer Liaison Consultant, Marie Girdham plays a vital role in helping older people access services that allow them to live independently in their own home.

A personal approach to home care

A major part of Marie’s job is visiting people at home to talk to them about the home care services that will best meet their needs. “Typically, I go out to see someone after they have contacted our Customer Enquiry Consultants or been referred by their GP. I have a very open conversation with them to see how Baptcare’s home care services can help them live well in their own home,” Marie says.

These home visits are a critical first step in ensuring that people get the right kind of care, Marie says. “Seeing people in their own environment is really important, because it gives me a much greater appreciation of what they need. There is no ‘one size fits all’ solution – no two customers are exactly the same, so we take a very personal approach.”

Another important aspect of Marie’s role is helping people navigate the My Aged Care process for accessing government-funded Home Care Packages. “There are a number of steps involved and it can be very confusing for people, so I try to make it as easy as possible by guiding them through what they need to do.”

Helping people to live well at home is highly rewarding, Marie says. “The best part about my job is that I’m always helping people, every moment of the day. I give my customers and their families peace of mind at a time when they really need it.”

Caring for the right reasons

Marie says that Baptcare is more than just a service provider. “The Baptcare mission and values are lived throughout the organisation, and that’s why I am proud to work here. It’s a truly respectful culture and everything is done with heart, which flows through to the way we deal with our customers.”


Other Home Care blog stories

25 Sep 2018

Watch Arzu's story: Care management in home care packages

25 Sep 2018

How a visit at home can help to get started with home care

As a Baptcare Customer Liaison Consultant in Melbourne’s eastern suburbs, Melissa McPherson plays a vital role in facilitating home care services for older people in the local community. A home care provider with local knowledge and experience One part of Melissa’s role is to act as Baptcare’s first point of contact for people who need some assistance at home. “I go out to their home, talk with them about what they need, and discuss how we can assist them to continue living in the comfort of their own home. Also, many people struggle with the My Aged Care process, so I help them to understand it,” Melissa says. A second important aspect of Melissa’s work is her liaison with other community services that support older people. “I spend time visiting local practices to discuss how Baptcare can support them with the great work they do. Healthcare professionals find it very reassuring that our home care services include nursing and allied health.” “I also give talks to people in the broader community who may be able to benefit from home care, including residents of retirement living villages and organisations such as Carers Victoria. In some cases, people don’t even know that home care services like ours are available,” Melissa says. According to Melissa, it is important that Baptcare has a presence in the local community. “Most people prefer to have a local provider. It’s the trust factor – if you’re choosing a home care provider, you want someone who knows the area.” “It’s also important to the local community that Baptcare is a Government-approved provider that meets the Home Care Standards set out by the Australian Aged Care Quality Agency. Not all providers can state this. So we are a trusted advisor by medical professions and an approved provider by the government.” Giving back to the community Baptcare has been a community-oriented organisation from the beginning, according to Melissa. “Since its inception more than 70 years ago, Baptcare’s purpose has always been to help people and give back to the community – and that purpose is exactly the same today. The reason I love working here is that my values align with the Baptcare values. I aim to help people live at home longer and happier.”

20 Sep 2018

Memories Choir hits all the right notes