What’s the X-Factor Behind Quality Aged Care?

At the Hellenic Community Aged Care, we know that exceptional aged care is about far more than meeting standards or delivering services. It is about creating environments where people feel valued, connected and truly at home. In this commentary, CEO Paul Savvas explores the often-overlooked “X-factor” that separates good aged care from great aged care, and why culture, leadership and genuine human connection are at the heart of delivering outstanding outcomes for older Australians.

We recently had the pleasure of celebrating the 100th birthday of one of our cherished residents, Ms Lien Chau, an occasion made even more special with a birthday shout-out on Channel 7 News.

Sharing that milestone with Ms Lien’s family and the many staff who came together to celebrate sparked conversations on the number of long-standing residents we are privileged to care for at Hellenic Community Aged Care.

The national average length of stay in permanent residential aged care in Australia is around 1.7 years (20 months). At Hellenic Community Aged Care, our own data tells a different story: our residents stay an average of 4.51 years (54 months). Notably, one of our past residents lived with us for over 18 years, and one of our current residents is approaching 17 years.

So, what contributes to an aged care experience that supports people to live longer, healthier, and more fulfilling lives? It’s a question that sits at the heart of our work.

Each of our team members brings a unique perspective:

• Andreea, our Clinical Educator and Infection Control Nurse, emphasises the importance of consistent staff training, dedication, and vigilance in Infection Prevention and Control (IPC), alongside strong antimicrobial stewardship. When residents are healthier, both physically and mentally, they are better able to engage, participate, and enjoy a higher quality of life.
• Stacey, our Physiotherapist, highlights the importance of movement: “The X factor in quality aged care is helping residents keep moving, safely and confidently. It’s not just about exercise; it’s about building strength, confidence, and connection through movement in a supportive environment, so they can remain independent and engaged in daily life.”
• Yemi, our Site Manager, believes the defining factor is passion: “It’s a calling, not a job.” Yemi shares that after losing her father at the age of 63, her approach to care has been deeply personal, treating residents with the same compassion she would have wanted for him.
• Joy, our Hospitality Manager, focuses on creating a sense of home: “Quality aged care is about creating an environment that truly feels like home, through nourishing food, warm and inviting spaces, and opportunities for people to gather, connect, and feel known.”

And my own reflection?

Watching Ms Lien’s joy as she was celebrated, through decorations, hugs, cupcakes, photos, in a myriad of different, thoughtful ways by family and staff, it demonstrated there is no single approach.

Instead, it is the combination of perspectives, skills, and shared purpose across a community of care. It is the coming together of staff, families, volunteers, and residents to create a place where people belong and where their needs are heard.

As the saying goes, it takes a village to raise a child. Perhaps the same spirit applies when caring for our elders, it truly takes a community.