Hi,
Welcome to my update for September.
It starts with your voice
Next Monday, 7 September, our Have Your Say 2026 employee survey opens.
Creating a great workplace is something we build together. Over the past year, your feedback has helped shape real improvements across ACH Group, strengthening communication, connection and collaboration. Read more about these changes here.
Now it is time to hear from you again. Whether it is recognising what is working well or sharing ideas for how we can do better, your feedback helps guide our priorities and shapes the future of our culture.
The survey is anonymous, takes around 10 minutes to complete, and will be open for three weeks. You will receive a survey link by email on Monday, and posters and cards with QR codes to access the survey will be displayed through your workplace. Prizes will be awarded to teams with the highest and greatest improvement in participation rates.
Every response matters, and every voice helps make ACH Group a better place to work. Thank you for taking the time to have your say.
Building our largest care home
A $17.6 million Federal Government grant was recently awarded to ACH Group to support the construction of our residential care home in Dover Gardens.
This investment supports our vision for the future of residential aged care, creating a home for 150 residents, designed around our small home model focussed on dignity, choice, and belonging.
I am delighted to share the latest conceptual design images, which bring to life welcoming spaces, connections to nature and thoughtfully designed homes that support connection and everyday living.
With construction expected to begin later this year, I look forward to sharing more updates as we move closer to this exciting milestone.
Preparing for re-registration
ACH Group is preparing to renew its registration to continue delivering aged care services. The Aged Care Quality and Safety Commission will review our policies, procedures, audit outcomes, customer feedback and quality systems, before visiting care homes and community services to see how these are put into practice every day.
During these visits assessors may speak with Board members, Executive Leaders, residents, customers, their representatives and staff. This provides an opportunity for the Commission to hear all the great work we do in providing positive experiences and quality care that exceed the standards.
Have you completed your training? To help prepare, it is really important to check your Dayforce account for any outstanding mandatory training and refresh your understanding of the Aged Care Quality Standards, particularly those most relevant to your role. If you have any questions, please speak with your Leader.
Positive feedback across all care services
The results from our annual Customer Measures Survey are in, and I am delighted to share that customer and resident satisfaction has improved across all our services. This year, almost 500 anonymous surveys were completed.
One of the key measures is the Net Promoter Score (NPS), which reflects how likely customers, residents and representatives are to recommend our services to others. ACH Group’s overall NPS increased from +35 to +43, a wonderful result.
Here is a collection of survey highlights:
Residential Care
97% say staff treat them with respect.
97% believe their home is clean and well run.
Home Care
95% feel treated with respect and dignity.
89% feel actively involved in care planning and decision-making.
Retirement Living
97% have confidence in staff abilities.
96% are confident ACH Group can support their changing needs.
Thank you for the important contribution you make to the lives of our customers and residents. Let’s continue building on these positive results.
Kind regards,
Linda
