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IRT

We’ve been building retirement villages for over 50 years. At IRT we make it easy for you to live the life you want, in a home you love.

IRT has been caring for older Australians for over 50 years. Experience personal and professional care in a community you’ll feel proud to call home.

IRT has been helping older Australians live independently at home for over 30 years. Our experienced staff provide home care and assisted living services you can trust.

An initiative of IRT Group, Age Matters empowers older Australians to live free from disadvantage by tackling homelessness, loneliness and joblessness.

IRT Academy offer nationally-recognised qualifications to help start or further your career in aged care.

We’re a community-owned organisation that’s been improving the lives of older Australians for 50 years.

We’d love to find out more about you to see how we can help. Our Customer Service team operates from 8:30am - 5pm 7 days a week .

Don’t have time to call? Submit an online enquiry form and our friendly team will be in touch.

We’re online everyday and here to help answer your questions and point you in the right direction. Our live chat operates from 8:30am - 5pm 7 days a week .

We encourage our residents, customers, family members and other stakeholders to provide feedback about the services we provide. Your feedback helps us to continually improve our services.

Journey of Care

IRT’s Journey of Care is a model that personalises the care experience for every resident. We recognise that every journey is unique and honour the diversity of each resident’s care needs.

Our specialised model of care ensures residents age in the right place with the right care within our aged care centres.

What is our Journey of Care model?

IRT’s Journey of Care supports residents to nurture their spirit and wellbeing at each stage of their care journey. Residents feel valued and understood. They live with residents with similar care needs in a purpose-designed environment, receive compassionate care from trained staff, and experience specialised programs grounded in the latest research that align to their care needs.

Currently available at selected IRT aged care centres, IRT’s Journey of Care incorporates two key components:

Neigbourhoods

Specialist programs

aged care journey map

Neighbourhoods

Neighbourhoods cater for residents with similar care needs, allowing for staff specialisation, and tailored design of the physical environment and equipment that’s underpinned by research. IRT’s aged care centre neighbourhoods allow families to see their loved one ageing in the right place with the right care needs.

There are three IRT aged care centre neighbourhoods:

This neighbourhood focuses on resident vitality and creating an environment where people come to live, not just receive care. Personalised care plans are developed in partnership with each resident, ensuring our ability to meet needs, wishes and requirements.

Our holistic approach ensures that medical, physiological, emotional, social and relationship needs are catered for. This neighbourhood suits residents who are mentally and physically active or require minimal assistance to move around their environment or prompting to aid cognition.

This neighbourhood focuses on discovering resident abilities, enabling them to live with dementia with independence, individuality and dignity. Residents’ lives are enhanced through best practice design of the built environment, underpinned by Dementia Training Australia’s dementia design principles. These principles help minimise confusion and uncertainty, which reduces agitation and exit seeking while increasing independence and engagement with the community.

In this neighbourhood you might see dementia design principles being used to:

  • Unobtrusively reduce risk: disguise fences or locked doors (with things such as murals or plants) to avoid frustration, agitation, anger or depression
  • Allow people to see and be seen: provide cues in the environment through signs, colour and landmarks to help residents recognise where they are
  • Manage levels of stimulation: highlight helpful stimulation through the use of sight and sound to provide sensory cues. Reduce the stimuli that is not relevant to residents (e.g. disguise staff meeting rooms, storage cupboards etc)
  • Support movement and engagement: provide clear pathways with points of activity both inside and outside
  • Create a familiar space: use furniture, fittings and colours that are familiar to residents from their early life
  • Provide a variety of places to be alone or with others: create opportunities for residents to be alone or with others through spaces such as small sitting nooks and pergolas in gardens.

This neighbourhood suits residents living with dementia who are mobile and active or require minimal assistance to move around their environment.

This neighbourhood focuses on compassionate care for residents’ physical needs, while also nurturing their spirit. Residents are treated with dignity and respect as they approach end of life.

Our palliative care experience promotes comfort, care and a holistic understanding of wellbeing. We support our residents and their families through this time, and offer a range of signature recognition programs where residents are honoured in life, and in passing. Options include:

  • Portable refreshment units for families visiting a loved one at end of life
  • Purple flower room signage to signify the imminent passing of a loved one, and butterfly room signage symbolising their passing
  • A Guard of Honour to farewell residents as they leave the aged care centre (if the family wishes)
  • A memorial book to celebrate the memory of the resident.

The serenity neighbourhood suits residents with limited to no mobility and a life limiting illness or advancing dementia.

What are the benefits of IRT’s Journey of Care for the family?

Families have peace of mind and confidence in the quality of care and safety of their loved ones as they journey through our aged care centres. They’re enabled and empowered to participate in the care of their loved one.

Through our IRT Journey of Care, families know their loved one will age in the right place with the right care. They’ll experience specialist programs, the right equipment and a built environment that supports them.

Does it cost more to participate in IRT's Journey of Care?

The Journey of Care model is a unique approach to delivering residential aged care. In most cases it won’t affect the cost of a resident’s accommodation and care.

IRT is working to enable all residents to experience the benefits of our Journey of Care. We currently offer our Journey of Care program across a number of our aged care centres, and are continuing to roll the program out throughout NSW, Qld and the ACT.

aged care journey map

Our specialist programs support resident wellbeing in each neighbourhood, and at each stage of the care journey. By working in partnership with leading Australian researchers and health experts, we enrich residents’ quality of life, when they need it most.

The IRT aged care centre specialist programs are:

Our Montessori approach to people living with dementia provides an environment that supports residents to achieve greater independence, higher self-esteem and a sense of wellbeing. Montessori principles support people living with dementia to continue to make valuable contributions to their community and engage in meaningful activities. Montessori also encourages family members and friends to participate in the activities so they can feel a sense of connection to their loved one living with dementia.

With a primary focus on engagement, trained employees use the 12 Principles of Montessori to work with residents and their families to tailor Montessori activities and resident roles based on sensory, motor, social and cognitive skills.

Montessori activities and resident roles Montessori activities generally include something the resident can hold, visual cues they can follow and activities based on demonstration. This may include matching and sorting and hand-eye coordination activities, such as setting the table, folding washing, sorting pegs by colour and opening and closing padlocks. Montessori resident roles may include updating the orientation board daily, watering plants or sweeping leaves.

Montessori activities and resident roles enable residents living with dementia to develop connections and a sense of purpose and value in their community.

Namaste, a Hindu term for honouring the spirit within, incorporates sensory-based care with meaningful activities to achieve comfort and quality of life. IRT has adopted its Namaste program as a core pillar in supporting residents who can no longer participate in traditional activities or are facing end-stage dementia.

Trained staff integrate sensory stimulation into care delivery using therapeutic touch, aromatherapy, music and sensory experiences. Activities are tailored for each resident and generally include special momentos from their life. Family and friends are encouraged to participate, as Namaste often enables a sense of connection at a time when communication with loved ones is limited.

Founded on the power of loving touch, some of the benefits of our Namaste program include; a relaxed and fulfilling environment, reduced need for medication, decreased pain, fewer incidents of aggression, increased social interaction, a holistic approach that includes physical and emotional health and a positive impact on quality of life. Core services include:

  • Sensory stimulation IRT’s Namaste care experience incorporates stimulation of the five senses (touch, hearing, sight, smell, taste). Music, colour, therapeutic touch and massage, aromatherapy oils and food treats are all part of the multi-sensory environment created in Namaste.
  • Meaningful activity Activities are tailored for each resident to create opportunities for loving touch and human connection. Hands and face may be gently washed with a warm flannel, patted dry with a soft towel and moisturising cream applied. Staff use opportunities like this to make eye contact with residents and speak to them with warmth and kindness.
  • Life story and family participation Family and friends are invited to join in the Namaste care experience and share stories from their loved one’s past. We often create a personalised box of special mementos to incorporate into the care experience. Residents are encouraged to hold these items and may be immersed in familiar sounds and smells to promote comfort and wellbeing.
  • Group sessions Namaste session are delivered by specially-trained staff in small groups or one-on-one in a calm space away from distractions and daily activities. Small groups are run in dedicated Namaste rooms featuring soft lighting and engaging design elements supported by music, aromatherapy and temperature control.
  • Pain management, warmth  and hydration Specially-trained staff ensure that residents are comfortable and well hydrated throughout the session. Blankets and socks keep residents warm and cosy in between activities, like foot massages. This helps residents to relax into the sensory-care experience.

Read more about Namaste at IRT here .

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The National Alliance for Caregiving

Caregiver Journey Mapping

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Family Caregiver Journey Map–Alzheimer’s

The AgingWell Hub, in partnership with the National Alliance for Caregiving, has created an integrated journey map for those caring for loved ones with Alzheimer’s and other dementias. The map can be used to identify opportunities to provide support and intervention for caregivers, and in turn, to benefit their care recipients. Multiple players in today’s health care system — a pharmaceutical company, health care provider, health-related technology provider, university, leading national nonprofits and more — came together to share expert knowledge and proprietary research to develop the map from the perspective of consumers.

In this case, the consumer is the unpaid family caregiver of an older adult with Alzheimer’s disease. The goal of the caregiver journey map is to capture the 360-degree experience of individuals caring for a loved one with Alzheimer’s or other serious cognitive impairment. Creating a common framework and terminology allows us to:

  • Identify and prioritize areas where caregivers need support
  • Drive alignment and collaboration across various players within the health care and community services ecosystem
  • Inform the development of technology-enabled solutions to benefit caregivers as well as their care recipients

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Your complete guide to patient journey mapping

15 min read Healthcare organisations can increase patient retention and improve patient satisfaction with patient journey mapping. Discover how to create a patient journey map and how you can use it to improve your organisation’s bottom line.

What is the patient journey?

The patient journey is the sequence of events that begins when a patient first develops a need for care. Rather than focusing on service delivery, the patient journey encompasses all touchpoints of a patient’s healthcare experience–from locating healthcare providers and scheduling appointments, to paying the bill and continuing their care after treatment.

Examining the patient journey is essential to improving the patient experience. Not all interactions a patient has with your organisation are weighted the same. Gathering patient feedback and understanding perceptions all along the patient journey can help you to identify moments of truth : the touchpoints that have the biggest impact on patient loyalty.

The patient journey vs. the patient experience

Unlike traditional patient experience measurement, the patient journey looks not only at service delivery but also at the steps the patient takes before and after they engage directly with your organisation. It recognises that patient interactions with a healthcare system go well beyond the walls of the medical facility itself.

What are the stages of the patient journey?

There are several stages along the patient journey. When gathering patient feedback, you should make sure to capture insights at each of these stages.

The visual stages of patient journey mapping

Stage 1: Awareness

The patient journey starts with awareness. In this stage, the patient identifies a need for care and begins searching for care providers. Examples of how patients learn about healthcare providers include online searches, review sites, marketing campaigns, networking, and community involvement.

Stage 2: Consideration

In the consideration stage, the patient weighs their options to determine if your health system can meet their needs. Factors patients consider include referrals, coverage and benefits, recommendations, access, and ratings and reviews. Often in this stage, patients interact with your website or social media pages or contact you via phone or email during this stage.

Stage 3: Access

The access stage is where the patient decides to schedule services with your healthcare organisation. Direct patient engagement with your organisation increases during this stage. You’ll engage with patients in a variety of ways including phone calls, the patient portal, text messages, and emails as part of the scheduling and new patient acquisition process.

Stage 4: Service delivery

The service delivery stage relates to the clinical care provided to your patients. Encompassed in this stage are the clinical visit itself, check-in and check-out, admission and discharge, and billing. Traditional patient satisfaction measurement centres around this stage of the patient journey.

Stage 5: Ongoing care

The ongoing care stage of the patient journey involves patient engagement that occurs after the interactions directly related to service delivery. In addition to wellness and care management, this stage may address social determinants of health and population health.

What is a patient journey map?

The best way to utilise the patient journey to enhance patient experiences is by journey mapping. A patient journey map is a visual tool that illustrates the relationship a patient has with a healthcare organisation over time.

Patient journey mapping helps stakeholders to assess the patient experience from multiple perspectives. Journey maps provide a way to visualise the internal and external factors affecting patient flow and the different paths patients must take in order to reach their care goals.

What are the benefits of patient journey mapping?

Patient journey mapping can help you to visualise all of the steps patients take throughout the entire process of seeking, receiving, and continuing care. Creating a patient journey map is useful to identify pain points and gaps in care. Mapping the patient journey makes it easier to develop solutions that make a more seamless experience within your healthcare system.

Patient journey mapping benefits include:

  • Creating shared ownership of the patient experience
  • Refining your patient listening strategy
  • Aligning your organisation with a common view of the patient experience
  • Measuring gaps between the intended experience for your patients versus the actual experience
  • Identifying and resolving common pain points for your patients

Four types of patient journey maps

When creating a patient journey map, there are four types to consider. Each type of map has an intended purpose. You might start your patient journey mapping with only one type and incorporate the others as your efforts progress.

Current state

A current state journey map tells the story of what patients do, think, and feel as they interact with your organisation today. This type of patient journey map is ideally created using patient data and observational data.

The current state journey map is best for driving incremental improvements to enhance the patient experience.

Patient journey mapping flow

Future state

A future state patient journey map tells the story of what you want your patients to do, think, and feel as they interact with your organisation in the future. This type of map should capture the ideal journey you’d like to see for your patients.

The future state journey map is an effective tool to drive strategy, align teams, and communicate your visions for new services, processes, and experiences.

Day in the life

A day in the life patient journey map illustrates what your patients do, think, and feel today, within a specific area of focus. Patient personas are particularly useful when creating day in the life maps; these are discussed in greater detail below.

This type of patient journey map is intended to capture what your patients experience both inside and outside of the healthcare system. Day in the life maps are valuable to address unmet needs and determine how and when you can better engage your patients.

Service blueprint

A service blueprint is a simplified diagram of a current state or future state patient journey map. In the service blueprint, you add layers to illustrate the systems of people, processes, policies, and technologies surrounding each patient touchpoint.

For current state patient journey maps, the service blueprint can help to identify root causes of pain points. For future state, the service blueprint is helpful to visualise the systems or processes that can be put in place to support the intended patient experience.

Patient journey mapping image2

How do you create a patient journey map?

Now that you know about the different types of patient journey maps and their roles in driving patient experience improvement, how do you get started on creating your own?

The most useful maps are those which can expound upon each touchpoint of the healthcare journey with operational data, such as patient demographics, as well as real patient insights and perspectives. Using a platform that can capture this data will aid significantly in your patient journey mapping process.

Before you get started, it’s a good idea to engage individuals across all departments and include input from multiple stakeholders. Once you’re ready, follow these steps to begin creating an effective patient journey map.

Identify your target audience

What type of patient journey will you be mapping? There may be varying patient journeys within your organisation; for instance, an oncology patient’s journey will look very different from that of an expectant mother. The journey of a patient with health insurance will differ from that of a patient without insurance. To map the patient journey, you’ll want to create robust patient profiles you can use to segment and track like-populations throughout the healthcare experience.

Establishing patient personas and segments

Not every patient will have the same healthcare goals. Creating patient personas based on behaviours and preferences is a good way to differentiate the needs and more clearly understand the perspectives of the unique populations you serve.

The ideal patient persona will include the following information.

  • Demographic information such as age group, gender, or location
  • Healthcare-specific goals, conditions, and treatments
  • Healthcare-specific challenges/pain points
  • Engagement patterns and expressed feedback
  • How your services fit into their life
  • Barriers to care

Specify a goal for the patient’s journey

The patient personas you create will all have unique goals within the care journey. The patient has a specific goal in mind when they initiate contact with your organisation, whether it is treatment of symptoms, a diagnosis for chronic issues, or surgery.

Every interaction along the patient journey influences how successful the patient feels about achieving this goal. When mapping the patient journey, you’ll want to consider how the various touchpoints affect the patient’s ability to meet this goal.

Identify the patient’s steps to accomplish their target goal

This step is about how the patient views their care journey within your health system–not about the actual processes and systems your organisation has in place. Effective patient journey mapping requires you to see how the patient navigates the journey through their point of view.

Omni-channel listening is a valuable strategy in this step of journey mapping. Listening to your patients across all the channels can provide a clearer picture of their perceptions and behaviours as they engage with your organisation.

Some steps the patient takes may not even include your organisation, but might still affect how they are interacting with you directly. For example, if a patient logs into their health insurance portal to check coverage for healthcare services, they are not engaging with your organisation but this is still a part of their care journey that may feed into their interactions with your organisation later on.

Uncover perceptions along the journey

Gather patient feedback along the touchpoints of the care journey to identify key emotional moments that may disproportionately shape attitudes. These insights shed light on what’s working and what’s not; they can also be used to highlight the moments of truth that contribute to patient loyalty.

Patient perceptions are an important piece of patient journey mapping; it will be difficult to drive action without them.

Additional tips for creating the ideal patient journey map

Patient journey mapping is a continuous process. Creating the map is the first step, but the true value is dependent upon maintaining the map as you continue to gather insights and refine processes.

This leads to the second tip: be ready to take action! You can use a patient journey map to draw conclusions about your patients’ experiences within your organisation, but awareness alone will yield no benefits. The journey map is a valuable tool to be used in your wider improvement efforts.

How do you drive action using a patient journey map?

Once your patient journey mapping is complete, it’s time to put it to good use. Here are five ways patient journey maps can be used to drive action.

Identify and fix problems

The visual layout of a journey map makes it ideal to identify gaps and potential pain points in your patient journeys. This will give you a better understanding of what’s working and what’s not. It will also help you to visualise where and how improvements can be made.

Build a patient mindset

Patient journey mapping enables you to incorporate more patient-centric thinking into your processes and systems. Use your map to challenge internal ideas of what patients want or need. Invite stakeholders to navigate the touchpoints along the healthcare journey to gain perspective.

Uncover unmet patient needs

By mapping the patient journey, you can build stronger patient relationships by listening across all channels to determine where experiences are falling short or where unmet needs emerge. This enables you to look for opportunities to expand alternatives, streamline initiatives, and create new, engaging ways for your patients to share feedback.

Create strategic alignment

Utilise your patient journey map to prioritise projects or improvement efforts. It can also help you to better engage interdepartmental staff to better understand policies and work together toward patient experience goals.

Refine measurement

Patient journey mapping is a great resource to use when defining patient satisfaction metrics and identifying gaps in how you currently gather insights.

How does patient journey mapping increase your bottom line?

Patient journey mapping can increase your bottom line by laying the foundation for improved patient satisfaction and higher retention.

Organisations across all industries are looking to understand customer journeys in order to attract and retain customers by gaining deeper insights into what drives the consumer experience.

As healthcare becomes more consumer-driven, health systems must similarly map the patient journey to improve the patient experience and boost retention. The cost of patient acquisition, combined with the fact that patients are willing to shop around for the best healthcare experience, means success depends on creating the most seamless patient journey possible.

The tools for success

For the most impactful patient journey mapping experience, you’ll want the ability to link your operational and experience data to your journey map’s touchpoints. Insights about what has happened at each touchpoint, as well as why it is happening, empower you to create experiences that meet patient expectations and drive up satisfaction.

Here are some best practice considerations as you develop your patient journey mapping strategy:

  • Create a shared understanding throughout your health system of how your patients interact with your organisation, and you’ll know the roles and responsibilities of your different teams
  • Design a unique patient journey based on multichannel, real-time feedback from the patient
  • Consider the frequency with which topics emerge in feedback, as well as the emotional intensity behind them to zero in on what improvements can drive the greatest impact
  • Develop empathy and collaboration between teams, working together to achieve the same outcome
  • Drive a patient-centric culture by developing a shared sense of ownership of the patient experience
  • Connect your operational patient data with your patient experience feedback in one system
  • Leverage a closed-loop feedback system that triggers actions for immediate responses to patient concerns

Qualtrics’ XM Platform™ is designed to support all of these actions throughout the journey mapping process.

Discover how Qualtrics can enhance the healthcare industry

Related resources

Patient feedback 14 min read, healthcare branding 13 min read, patient journey 10 min read, quality improvement in healthcare 11 min read, nurse satisfaction survey 11 min read, cahps surveys 6 min read, request demo.

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6 Steps to Access Aged Care in Australia

Navigating the complexities of aged care in Australia can be a daunting task for individuals and their families. As the years go by, many of us will face the need for aged care services either for ourselves or our loved ones. It’s a journey filled with uncertainties, but it doesn’t have to be overwhelming. At My Care Choices, we’re here to serve as your guide and provide the support you need every step of the way. In this comprehensive road map, we will outline the important steps to access aged care services in Australia.  

1. Eligibility – when can you access aged care:

Before embarking on the aged care journey, it’s crucial to determine if you or your loved one meets the eligibility criteria for accessing these services. In Australia, aged care services are primarily intended for individuals who are 65 years and over. However, Aboriginal or Torres Strait Islander people can access them from the age of 50.

Recognising the need for assistance is the first step. Pay close attention to signs indicating challenges with daily living tasks. Whether you are struggling with personal hygiene, mobility issues, or memory lapses, recognizing these signs early will enable you to proactively initiate the aged care journey.

2. Apply for Assessment:

Once you’ve acknowledged the need for aged care services, the next step is to apply for an assessment. Before the assessment, take the time to make a detailed note of the difficulties faced in day-to-day living. Consider both good and bad days to present a comprehensive overview of your care needs.

How do I arrange an assessment?

To initiate an aged care assessment, contact My Aged Care (MAC) by visiting the My Aged Care Website at myagedcare.gov.au or call them at 1800 200 422. Contacting My Aged Care (MAC) is the first step to accessing these services and exploring the support options available to you or your loved one. This is a pivotal stage in the journey, and preparation is key.

3. The assessment process

The assessment process, conducted by the MAC Team, typically takes around 10 minutes and requires your Medicare card. Be open and honest during this assessment. There’s no need to feel embarrassed, as the professional assessment team hears similar concerns on a daily basis and is experienced in understanding and addressing them.

After this, the next step is an ACAT assessment (Aged Care Assessment). This assessment is required if you want to get approved for Government-funded services such as: nursing homes (aged care home), home care services, residential aged care, or respite care. During an ACAT assessment, the Aged Care Assessment Team looks at a range of factors. These factors include your medical history, physical requirements or psychological and social needs to assesses the care needs older Australians and recommend a type and level of care. Since the assessment process can take some time, starting early and having an assessment done on your behalf is a wise decision.

4. Care Choices and Support for you aged care access:

At this stage of your aged care journey, our My Care Choices team steps in to offer personalised support at different levels, tailored to your preferences, needs, and budget. We will ensure that you fully understand your options and receive the care and attention you deserve.

My Care Choices will be there to guide you in connecting with aged care service providers in your preferred location, ensuring you have access to the best care options available.

5. Tailored Aged Care and Access Plan:

Based on the assessment outcome, your financial situation, and personal preferences, you’ll need to make important decisions regarding the type of aged care services that best suit your needs. Your options typically include home care, retirement living, or residential care.

If you’re considering residential or home care, you’ll also need to undergo an income and assets test through Services Australia to determine your eligibility for government-subsidised care.

6. Potential Reassessments and Adjustments:

The journey through aged care doesn’t end once a plan is in place. As your care needs evolve over time, you can arrange reassessments to ensure that your aged care plan remains relevant and supportive. It’s essential to be flexible and open to adjusting the level of support as necessary to accommodate changing requirements.

At My Care Choices, we understand the significance of the aged care journey and the decisions that lie ahead. Our personalised support, valuable information, and appropriate referrals aim to alleviate the stress associated with this process. Our mission is to empower you or your loved ones to connect with service providers that align with your unique needs and preferences, ensuring that the care you receive is of the highest standard.

Throughout the aged care journey, My Care Choices will be your reliable partner, offering informed decisions and compassionate support for a fulfilling and enriching aged care experience.

Begin your aged care journey with confidence and peace of mind by reaching out to us today. We’re here to guide you through the process, ensuring that you or your loved ones receive the care and support necessary to age gracefully and maintain a high quality of life. Remember, the path to aged care may be filled with uncertainties, but with the right guidance, it can also be a journey of comfort, dignity, and fulfilment.

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Navigating aged care in Australia

As you get older – and for those living with dementia, as the symptoms of dementia progress – it may become difficult to manage everyday tasks on your own. You may require help with cleaning, health issues, or moving around.

Aged care is the support provided to older people who need help in their own home or can no longer live at home.

Services can include:

  • personal care and health care
  • help with everyday living such as shopping, housework and food preparation
  • assistive equipment and home modifications
  • accommodation.

Aged care services can help you stay connected to your community, take care of your health and safety and remain independent.

There are two key pathways for aged care in Australia:

  • government subsidised
  • private (fee-for-service).

Government-funded aged care services

My Aged Care is the starting point to finding and accessing Australian Government-funded aged care services. You can connect with My Aged Care by phone on 1800 200 422 , via the website or in person at some Services Australia centres.

You can have a family member or support person act as your representative at any step of your My Aged Care journey .

Where to start your aged care journey

Useful information and resources for starting your journey with My Aged Care.

Please see the steps below to access government subsidised home care.

Step 1: Check your eligibility and apply

Learn about the types of aged care services and check your eligibility .

Once you have checked you meet the eligibility criteria, you can apply online or by calling My Aged Care on 1800 200 422 . If you are eligible for an assessment you will receive a call from an assessment team to schedule an appointment for an assessor to visit you.

Step 2. Your assessment

An aged care assessor will do an in person assessment with you, usually at your home. Aged care assessments involve screening and checks on how you are managing day-to-day chores such as showering, cooking, shopping and cleaning. You will be asked about your general health and what kind of help or care you feel you need.

For more information head to the My Aged Care website: Prepare for your assessment

Step 3: Finding a service provider

If you are eligible for services you will receive a support plan. Once you have received your support plan your assessor may refer you to a service provider or you can find your own service provider . You can also use information on this website to help find the right provider for you.

When picking the best provider for you, there are a few things to keep in mind. Each organisation will offer services in a unique way and may charge different fees. Before making a decision, consider your own preferences, availability of services and your needs, budget and location.

For more information head to the My Aged Care website: What happens after your assessment?

Step 4: Manage your services

You can change your My Aged Care services if your situation changes. You can do this by using the online My Aged Care account, calling My Aged Care or speaking with your current provider. This might include changing when your services are delivered, the type of care you receive and the organisation who delivers your services.

You can also apply for a new assessment if your care needs change.

For more information head to the My Aged Care website: Manage my services

Costs for aged care

The cost of aged care services varies from person to person. It's determined by the type of care you're entitled to, the aged care provider you pick and your financial position. While the Australian Government may contribute to the cost of your treatment, you will also be asked to contribute if you can afford it.

We recommend that you consult with a financial professional who can help you navigate the decisions involved in the transition into aged care and any of the costs involved.

Understanding costs for aged care services

A resource outlining aged care costs, where you can use the simple cost estimate feature.

Income and means assessments

Some of your aged care costs will depend on your financial circumstances. You can find information about how much you might be expected to pay for Home Care Packages or can in a an aged care homes here.

Private self-funded home care services

Many companies and organisations offer fee-for-service home care. You don't need an assessment and you can contact organisations directly to find out what care they provide. You choose which services you want to purchase and you're responsible for paying the full costs.

This option is ideal if you:

  • need home care services immediately
  • are looking to specifically tailor your care to meet the exact services you need
  • are waiting for government funding, but need care services while you wait
  • are under the age of 65 and not eligible for government funding through the National Disability Insurance Scheme (NDIS) or the Queensland Community Support Scheme (QCSS).

You can also use information on this website to help find the right provider for you.

*Fees, staff expertise and the quality of care to meet your needs may vary, so we recommend you research to make sure you get the service you want.

Help navigating aged care services

There are services to help you navigate aged care services and people who can advocate on your behalf.

Some organisations can help you navigate the aged care system at no cost, however, most service providers who deliver aged care services will also help you navigate the system. There are also paid private navigators available to help with care coordination.

My Aged Care have created an easy to use list of resources including brochures, forms, checklists and other documents to help you navigate the aged care system.

Older Persons Advocacy Network (OPAN)

An organisation providing free information about aged care services to help you navigate your journey. In some cases, intensive support navigators can offer one-on-one assistance.

Care Finder

Some older people need extra, intensive support to access aged care services and other supports in the community. Visit the website to find more about who is eligible and how to access support.

Navigate aged care in Australia

We acknowledge the Traditional Owners of country throughout Australia, their diversity, histories and knowledge and their continuing connections to land, waterways and culture. We pay our respect to all Australian Indigenous Peoples and their cultures, and to Elders of past, present and future generations.

We would like to express our gratitude to all the healthy ageing advocates, including people living with dementia, older people, families, carers and health professionals, who contributed to the development of this portal. Thank you for sharing your stories and transferring your knowledge to make this portal purposeful and meaningful to support people in the North Brisbane and Moreton Bay region.

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Inside Ageing

Aged care and the customer journey

aged care journey map

Every customer interaction is an opportunity to build on your relationship and personalise engagement.

Client acquisition and marketing is an important aspect of business development for aged care providers, but studies suggest the cost of attracting a new client is 5 times greater than retaining an existing one. 

A recommendation by a trusted friend or family member remains one of the most powerful influences in a person’s decision-making process, which is why getting it right with your existing clients can have a greater impact on your business development goals than an expensive marketing campaign.  

aged care journey map

Jenni Deslandes, Managing Director at CRM solutions specialist Loaded Technologies says that how aged care providers set up and roll out a customer relationship management system (CRM) from the outset will have a significant impact on business planning and client retention over the long term.

“For many providers client acquisition begins with their initial enquiry about your services – for themselves, or perhaps for a family member. This may occur years before the individual becomes a customer and begins using your services or enters your care, but each contact point that you have had with them over this period is an opportunity to build on their profile, so that when they are ready, you have a clear picture of who they are.”

The day a client enters your care is the day your strategy needs to shift from acquisition to retention.

“Client retention is about delivering on your promise to provide personalised care every day. But, if you wait until there is a problem to initiate retention strategies, you will be doing so from the back foot and have probably already lost the client and any recommendations that may come from them, their family or friends.” Ms Deslandes said. 

How aged care providers build client profiles and manage that information from the outset will have a significant impact on retention as well as revenue and growth.

“To start getting predictive outcomes you need to begin thinking about the customer journey and what this looks like. Data can help you understand how sales are going, and the conversion of leads, with the ability to focus on areas developed by marketing. It can also enable better planning, not just for a client’s current care needs but for their future requirements, for example, transitioning into residential care when the time comes,” Ms Deslandes said.

This is where the role of the CRM comes into play. It becomes a central repository for customer interactions and provides the insights needed to drive retention and growth. Key to the success of a CRM strategy is defining the customer segmentation that will lead to insights. Equally important, is ensuring the data remains accurate and clean over time, and in turn, this requires such a solution to be rolled out effectively, with administrator and user training to maintain and preserve data integrity and health. Without appropriate use of the system, data will be undermined, and insights will be lost.

This implementation stage is often where businesses fail. Client retention is not just the responsibility of a marketing or customer engagement team – it is everyone’s responsibility, from your cleaning and catering teams, to care givers, allied health, human resources and accounts through to the CEO.   “A great way to gain buy-in across your organisation is to hone in on the metrics and data that will be visible once you implement the CRM,” Ms Deslandes said.

“Ask your business leaders what insights are helpful and relevant in retaining and growing their specific business unit. That said, it’s not enough to just know which metrics to track, but how to set up your systems architecture and processes to ensure those things can be measured.”

“You also need to focus on data – data quality and data governance, so that meaningful metrics can actually be realised. Bringing all this to life requires a big focus on change management, as we’re asking people to think differently about their jobs and their roles, even talk a new language.”

Wesley Mission Queensland have recently changed its customer approach which has led to significant changes across the organisation.

aged care journey map

“We have learnt that a single customer view requires us to think, plan, act and manage very differently,” said Selina Beauchamp, CIO at WMQ.

“Implementing the right technology is just one element of the answer… we need to take a very different approach to how we design and manage our core customer-facing processes. We need to think carefully about the skills, capabilities and roles needed to manage aspects of the customer journey and set up the management rhythms so we’re constantly thinking, talking and making decisions with a customer-first lens. It’s certainly hard work, and ultimately it requires a change in culture.”

Ms Deslandes says it is vital to bring your people on a change journey when rolling out any CRM. 

“If you don’t spend the time to bring people on a change journey then there is no point starting. We are talking about change management and you need to show people how they can use the data.  A lot of people have been in the sector a long time and need to be shown how the data can help them get better outcomes in their job and business.”

Functionality

aged care journey map

Sugar offers an industry-leading customer experience, a simple interface and an intuitive customisation platform. Sugar will help you to streamline your business operations and deliver in-depth trends and predictions about your customers.

There are three core products that Sugar offers, which then combine with additional applications to enhance your solution to develop deep insights, reports and analytics; integrate third party applications; and map your customer journeys.

Sugar Market – Marketing Automation

Sugar Market is the all-you-need marketing automation solution built with highly intuitive campaign builders, advanced automation and superior reporting. Enabling you to understand engagement, improve conversion rates and drive more revenue.

Sugar Sell – Sales Automation

Create extraordinary customer relationships with Sugar Sell. Track and monitor activities, map each customer’s journey and automate as many workflows as you need. Sugar Sell is lean, fast and integrates with anything.

Sugar Serve – Customer Service

Get customer satisfaction levels back on track with Sugar Sell’s intuitive reporting and dashboards. Ensure proper response and resolution times, monitor customer satisfaction and meet your customers’ needs across the full range of support channels.

The SugarCRM suite of products will allow you to understand where your leads are coming from and help the sales and marketing teams refine their efforts, which is especially useful where the sales process is long in areas such as retirement living.

Fundraising and benefactors

aged care journey map

Loaded Technologies has extended the functionality of SugarCRM for customers to manage donations, events, memberships and sponsorships. This involves the use of customer portals that integrate with the CRM to capture the required information.

“This solution is used by a range of not for profits to streamline these marketing processes and grow customer engagement and revenue. We have seen a real uplift in efficiencies for our customers who have utilised this solution, by having information such as donations in one place along with all other customer data. This provides real opportunities for personalised communications.” Ms Deslandes said.

For further information get in touch with Jenni and the team at Loaded Technologies – https://www.loadedtech.com.au/contact-us/

Sponsored by Loaded Technologies

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MHPoC Consumer Journey Maps

Date published: 13 December 2022

This education tool contains different consumer journey maps and an education template to allow clinicians to create their own journeys relevant to consumers at their local service. 

These are illustrations of what Mental Health Phase of Care (MHPoC) looks like across a consumer’s journey and can be used as posters to raise awareness of MHPoC and to personalise and contextualise it. The journey maps can also be brought into education sessions and used as part of presentations.

This resource is part of a suite of educational material on the MHPoC. To learn more about the use and application of MHPoC, explore the collection of informative resources.

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Aged Care Planning Region Maps

Aged care services in Australia are funded and delivered in regions called Aged Care Planning Regions (ACPRs). There are 73 ACPRs across Australia. The 2018 ACPRs are based on Statistical Area Level 2 (SA2) boundaries from the Australian Bureau of Statistics Australian Statistical Geography Standard 2016. The maps are available by ACPR and display SA2 boundaries and names.

Data downloads

Australian Government Department of Health and Aged Care

2018 Aged Care Planning Region maps

This collection contains the 2018 planning region maps for each state and territory, the correspondence of planning regions to Statistical Areas Level 2 (SA2s), and the planning region shapefile.

2018 NSW overview map

Scroll down to access downloads and media.

Collection description

The Australian Government uses Aged Care Planning Regions to plan aged care services across Australia.

The Government signed the determinations for the current 2018 Aged Care Planning Regions in April 2018.

These replaced the 2015 Aged Care Planning Regions .

2018 Aged Care Planning Regions by state and territory

2018 ACT Aged Care Planning Region

2018 NSW Aged Care Planning Regions

2018 NT Aged Care Planning Regions

2018 Qld Aged Care Planning Regions

2018 SA Aged Care Planning Regions

2018 Tas Aged Care Planning Regions

2018 Vic Aged Care Planning Regions

2018 WA Aged Care Planning Regions

Correspondence of 2018 Aged Care Planning Regions and 2016 SA2s

2018 Aged Care Planning Regions shapefile

2018 and 2015 Aged Care Planning Region Shapefiles

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Akira Toriyama, Creator of ‘Dragon Ball,’ Dies at 68

His popular manga inspired numerous television, film and video game adaptations, reaching fans far beyond Japan’s borders.

A black-and-white photo of a smiling young man with glasses, a bomber jacket and a T-shirt.

By John Yoon and Kiuko Notoya

Akira Toriyama, one of Japan’s leading comics authors, whose manga and anime franchise “Dragon Ball” achieved worldwide success with its mix of comedic characters and rousing martial arts battles, died on March 1. He was 68.

His death was confirmed on Friday in a statement by his manga and design production company, Bird Studio, and Capsule Corporation Tokyo. The statement said the cause was acute subdural hematoma, a condition in which blood collects between the skull and brain. It did not say where he died.

Mr. Toriyama’s body of work, which also includes “Dr. Slump” and “Sand Land,” is recognizable far beyond Japan’s borders, having influenced generations of manga artists and cartoonists. The studio said he had several projects in the works at his death.

His best-known work, “Dragon Ball,” follows a young boy named Son Goku who embarks on a journey to collect the seven magical orbs that summon a wish-granting dragon. Since its creation in the 1980s, it has spanned 42 volumes, sold millions of copies worldwide and become one of the most famous manga, inspiring television, film and video game adaptations.

aged care journey map

Throughout his career, Mr. Toriyama did not care if his work did anything besides entertaining its readers, he said in a 2013 interview with the Japanese newspaper The Asahi Shimbun. He was, he suggested, unlike “other manga artists concerned about conveying didactic messages.”

“The role of my manga,” he said, “is to be a work of entertainment through and through.”

Akira Toriyama was born on April 5, 1955, in Kiyosu, Japan, according to local news media . He studied design at a technology and engineering high school in Aichi Prefecture. After graduating, he worked as a designer for an advertising company in Nagoya.

He left his job after a few years and started drawing manga at 23. His first manga, an action and adventure comic called “Wonder Island,” was published in 1978.

He gained popularity with the serialization of “Dr. Slump” from 1980 to 1984, a science-fiction manga about an android girl known for her childlike personality and superhuman strength. It was adapted for television as an anime series.

Mr. Toriyama’s absurd concepts and sense of caricature “sparked a real joyful hysteria” in Japan, Matthieu Pinon and Laurent Lefebvre wrote in “A History of Modern Manga” (2023).

In 1982, Mr. Toriyama married a former manga artist who published under the pen name Nachi Mikami, Mainichi Shimbun reported. Complete information on survivors was not immediately available, but local news media reports say he is survived by his wife and children.

When “Dragon Ball” was first published in 1984, it was an immediate hit, becoming one of the best-selling manga series of all time. It sold more than 260 million copies worldwide, according to Toei Animation , the studio that produced the anime adaptation.

“Dragon Ball” was serialized in the Japanese magazine Weekly Shonen Jump until 1995. In the year after the series ended, the magazine lost about one million of its six million readers, according to “A History of Modern Manga.” The story lived on through anime like “Dragon Ball Z” and through video games. Mr. Toriyama also designed the characters for the Dragon Quest video game series.

A prolific manga artist, Mr. Toriyama did not necessarily have an appetite for the genre as a reader. “I have always had a hard time reading manga, including my own work,” he said in a 2018 interview with Kiyosu City Public Library.

He led a private life and gave few interviews. In one, in 2013 with the Japanese singer and actress Shoko Nakagawa, he said he did not even share all his work with his family.

“To tell you the truth, no one in my family has ever seen ‘Dragon Ball,’” he said, laughing. “I am also a hikikomori,” he added, using the Japanese word for a recluse.

But his stories continued to reach fans around the world years after their creation.

After “Dragon Ball,” Mr. Toriyama wrote single-volume manga, including “Cowa!” “Kajika” and “Jaco the Galactic Patrolman.” “Sand Land,” published in 2000, was made into a movie in 2023. Its anime version is scheduled to be released in the spring on Disney+, along with a video game.

An earlier version of this article referred imprecisely to the connection between the “Dragon Ball” manga franchise and the “Dragon Quest” video game series. Both feature characters designed by Akira Toriyama, but they involve distinct characters and story lines.

How we handle corrections

John Yoon is a Times reporter based in Seoul who covers breaking and trending news. More about John Yoon

Jumana's desperate journey shows how more than half of Gaza fell into a state of ruin in the Israel-Gaza war

Every red square on this map of Gaza represents buildings that have likely been damaged or destroyed in the Israel-Gaza war since October 7.

aged care journey map

Five months in, satellite data shows around 54 per cent of Gaza's buildings are in a state of ruin.

The heaviest concentration of destruction is here in Gaza City.

What the data doesn't show you, is that under every cell there's a human story.

Here, on the eastern outskirts of Gaza City, used to be the home of Jumana and her family.

aged care journey map

The 19-year-old, who goes by the nickname JoJo, has been in close contact with the ABC over the past month, documenting her journey through Gaza. #JUMANAIMAGE

But months after fleeing her home, she's now caught in a perilous waiting game as she attempts the final leg of her journey — out of Gaza, into Egypt, and onto the first available flight to Australia.

It's been a race against the clock to escape before the ground invasion of Rafah by the Israeli military.

"They're bombing nearby. Every day it gets closer."

"I am so scared."

Jumana spends her nights trembling in fear under a borrowed blanket in a small room with her family in Rafah.

She's hiding with her parents and two brothers, near the border with Egypt, waiting to cross to safety.

Jumana says the bombing is at its worst overnight.

"We never sleep," she says.

They've been displaced at least 12 times, but have stopped counting. Since this war began in October, they have lost 20 family members.

Jumana and her family were granted temporary visas to Australia sponsored by their uncle in Sydney in December last year, but were unable to get out of Gaza before the visas expired on March 2.

They have reapplied but while they wait for the application to be approved, they have to navigate a bureaucratic maze to cross into Egypt.

From a war zone with barely any internet access, the family has had to fundraise tens of thousands of dollars to pay a travel company owned by a prominent Egyptian businessman who has been linked to Egypt's intelligence service.

The family wants to leave together, which makes the already complicated process even more difficult.

A family of four pose for a photo while sitting on a couch.

"We can't leave each other, this family of five, we have nothing left here in Gaza," Jumana told the ABC in a series of messages translated from Arabic.

"We have no house, no future.

"Everything is gone. All we have left is this family."

Their journey through Gaza to the brink of escape is as astonishing as it is heartbreaking.

Wind back the clock five months.

On October 7, Hamas militants carried out a terrorist attack on communities in Israel, including at the Supanova music festival, killing around 1,200 Israelis and foreigners, mostly civilians. A further 250 more were kidnapped.

In retaliation, the Israeli Defense Forces (IDF) launched a military campaign vowing to destroy Hamas. Days into its offensive, it ordered a blockade to deny food and water into the Gaza Strip.

Smoke rises above apartment buildings.

IDF's air and ground attacks have so far killed more than 30,000 Palestinians, mostly women and children, according to the Gazan health ministry.

Humanitarian organisations have warned a quarter of Gaza's population is at risk of famine as aid trucks struggle to deliver food to starving survivors.

Human rights experts, including those at the United Nations, have alleged starvation and indiscriminate bombing amount to war crimes.

Of the more than 2 million people living in Gaza, the majority are aged 19 and under.

Jumana is one of them, a self-described ordinary teenager who was in her first year of university studying IT.

aged care journey map

She says October 7 is a day "nobody will ever forget".

That morning, she was at home with her family when she was woken by the sound of explosions and chaos outside.

"We were told to evacuate our homes like refugees," Jumana says. "We barely took anything with us."

This began their desperate journey for safety.

In fear for their lives, the family moved from shelter to shelter.

Jumana thinks they moved to five different places, all within a few streets of each other. But it all became a blur.

Israel's bombing campaign in Gaza intensified, with places of worship, medical facilities, schools, and residential areas destroyed.

After the fifth move, the safe house they were sheltering in with dozens of other families was bombed.

"The whole house collapsed on us," Jumana says.

"We saw death right in front of our eyes. It was destiny that we somehow survived.

"God saved us. Thank God."

After learning their family home had also been bombed, they decided it was time to leave Gaza City.

The family travelled south to Khan Younis.

At the time, the IDF declared this a "safe zone" — an area where Palestinians could flee to escape fighting.

Jumana can't recall the exact route her family took because of the chaos that was unfolding. However this was their likely path because the corridor via Salah Al-Din Road was the Israeli army's designated evacuation route.

Sometimes they managed to get a lift in a vehicle, sometimes Jumana ran for long periods of time, but mostly the family walked the 24 kilometres to Khan Younis.

It was a perilous journey. Death was everywhere. Rats swarmed abandoned buildings and corpses were strewn among the rubble.

"We'll never forget," Jumana says.

On November 12, they pitched a plastic tent at Al Nasser hospital in Khan Younis.

aged care journey map

Jumana didn't take many photos or videos here.

It wasn't just because of the patchy internet access. She also struggled with the idea of documenting the terrible situation they were in.

"I don't want to remember … It was the most horrible and difficult life," she says.

"We were barely getting any water … There was so much shelling and destruction. We saw yet again, a lot of death. Bullets, debris, and rocks would fall onto our tent."

aged care journey map

As the weather started to get colder, life in the uninsulated tent became insufferable. They knew it was time to move again.

"The neighbourhood was dangerous. My mum's legs were hurting so much from the cold, we really had to get out of this tent and find some place warmer."

After receiving word their visa to Australia had been approved, in December Jumana and her family began their journey from the camp in Khan Younis to Gaza's southernmost city Rafah.

The city was a two hour walk away and the only viable place for Palestinians wanting to leave Gaza.

At first they joined hundreds of thousands of displaced Gazans who had set up tents.

Videos filmed here by Jumana show rows of makeshift tents draped in plastic and children walking down a dusty track.

But soon after they packed up again.

This time moving deeper into Rafah, to an apartment in a location the ABC has verified but chosen not to disclose.

Jumana has been here with her family since December, as they wait to begin the final leg of their journey to the Rafah border crossing and into Egypt.

With much of the Gaza Strip now reduced to rubble, Jumana has nowhere left to go and little choice but to wait and hope they can make it out before any ground invasion begins.

In Rafah, the daily struggle to find clean water and food begins at 5am. The family eats whatever they can find, which is mostly canned food.

It's the small things from their old life they miss — like a morning coffee.

The European hospital, on the outskirts of Rafah, is the only place they're able to charge their solar battery and mobile phones.

The small hospital is only intended for 240 patients, but, according to reports, thousands arrive everyday seeking treatment in its overcrowded corridors. Many succumb to their injuries due to lack of medical supplies.

Exiting Rafah

Gaza's border with Egypt is tightly-controlled. To get across, Jumana and her family are relying on the Hala Consulting and Tourism company.

Hala is owned by a prominent Egyptian businessman who has ties to Egypt's security services, according to a team of investigative reporters from the Organized Crime and Corruption Reporting Project.

The family has to pay Hala $US5,000 a person, a figure that has risen from $US1,200 in the last few months.

For that fee the company provides two critical services — ensuring their names are registered on Egypt's list of people approved for entry from Gaza and operating transportation from the border to Cairo.

Permission to leave requires sign-off from both the Israelis and the Egyptians.

At night, the list of approved names is posted and published on Facebook and Telegram.

Travellers are required to be at the border gate at 7am the next day to begin the process of crossing the border.

People sitting in front of a large iron gate

Jumana says the family checks the list "every hour and can't sleep with anxiety" hoping their names will appear at any moment.

Paying the money is not a guaranteed ticket out of Gaza. People trying to cross are also forced to sign a disclosure accepting they will not receive a refund if their exit is unsuccessful.

Ultimately the decision about who leaves Gaza is up to Israel, which controls security at the crossing.

To raise the money for the family's border fee, Jumana started posting about her life on social media where she connected with people all over the world.

Friends she made in Australia helped set up a GoFundMe page that has raised more than $70,000 to cover the border fee and their initial living expenses due to their visa restrictions on work.

The family has now raised enough funds to pay Hala and have their names registered for the border crossing.

Jumana says seeing the support her family has received from strangers around the world has "lit a light of hope" in her heart.

"It's our dream to get out. [God Willing] we will get out."

The family needed to arrive in Australia by March 2 to be eligible to stay on their temporary visas.

But due to delays by the company managing their exit from Gaza they missed their deadline.

Figures from the Department of Home Affairs (DHA) show the Australian government has granted 2,273 visas to people with Palestinian citizenship between October 7 and February 6 this year.

But public lists posted on social media show only a handful of people have been able to get to Australia since the start of 2024.

The department told the ABC there were no arrangements in place to extend visas for people in Gaza.

"If a person's visa has ceased prior to travel, they would need to apply for and be granted a new visa to enter Australia," a DHA spokesperson said.

The family was hoping to spend the holy month of Ramadan with their uncle in Australia. But for now their lives remain in limbo.

With the threat of an imminent ground invasion, Jumana is feeling scared and anxious.

"We're in a desperate situation. In the coming days they've said they're going to invade Rafah. We're afraid they're going to come in on us while we're sitting here."

When the bombing gets too close, and afraid it's her last chance to communicate to the outside world, Jumana sends texts to the ABC asking for forgiveness, which is a common practice for Muslim Palestinians before impending death.

"My heart pains me. Forgive me," she has written to the ABC more than a dozen times.

Their bags are packed and waiting by the door. They check the lists often for their names.

"We are scared," Jumana says. "If we don't make it out alive, please tell everybody our stories."

Notes about data used in this story:

Damage analysis of Copernicus Sentinel-1 satellite data was supplied by Corey Scher  of CUNY Graduate Center and Jamon Van Den Hoek   of Oregon State University.

The map sections use data from the European Union's Sentinel-2 satellites, as well as high-resolution images from Planet Labs PBC. 

Reporting and research: Zena Chamas , Mark Doman and Kevin Nguyen

Development: Katia Shatoba

Mapping: Mark Doman  and Katia Shatoba

Social video production: Jack Fisher

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COMMENTS

  1. PDF Caregiver journey map

    iterative approach during journey map development sessions with detailed discussion, debate, and interactive mapping. Sticky notes of various shapes, sizes, and colors were used to capture ideas for the map and the persona story. In this case, Karen (see page 9) is an adult-aged daughter who is working full-time, has two children,

  2. Support for younger people in, or at risk of entering, residential aged

    The Journey Map is a collaboration between the Department of Health and Aged Care, the National Disability Insurance Agency, My Aged Care and Ability First Australia. Younger people can also contact My Aged Care if they are thinking about using aged care services funded by the Australian Government.

  3. Process for younger person considering entering residential aged care

    This process identifies available pathways when a younger person (under 65 years of age) is considering entering residential aged care. There are many potential 'off-ramps' throughout the process which are not covered in this journey map. This is a collaboration between the Department of Health and Aged Care, the National Disability Insurance ...

  4. PDF Example of Client Journey Map

    Client Journey Map - Example Patric's Story Anglicare staff met Patric at a Sudanese senior's community events. He is a Sudanese man living in Woodridge. Patric was widowed seven years ago and have been living on his own since, raising five children. Speaking through a community translator, Patric says "I am not an old man (in

  5. Guest post: A dementia journey map and how it can help

    By. Deb Stephens. -. 5 March 2024. A dementia journey map. In this guest post, Deb Stephens highlights the importance of a 'journey map' to help those living with dementia and their carers navigate a better quality of life. Deb is the Head of Dementia Operations with My Dementia Companion - a digital companion for professionals, family ...

  6. Researchers use data analytics to map aged care journey

    Dr Mikaela Jorgensen says the research is seeking to map the healthcare journey of older Australians. With growing pressure on residential aged care services and a shift towards consumer-directed home care, researchers at the Australian Institute of Health Innovation (AIHI) are using data analytics to investigate the impact of reforms in aged ...

  7. Journey Map

    Step 4: • The journey map is indicative of the younger person (under 65 years) considering entry to Residential Aged Care process. There are many potential 'off-ramps' throughout the process which are not covered in this journey map. • The journey map is a collaboration between the Department of Health and Aged Care, the National ...

  8. Journey of Care

    The Journey of Care model is a unique approach to delivering residential aged care. In most cases it won't affect the cost of a resident's accommodation and care. IRT is working to enable all residents to experience the benefits of our Journey of Care. We currently offer our Journey of Care program across a number of our aged care centres ...

  9. Caregiver Journey Mapping

    The AgingWell Hub, in partnership with the National Alliance for Caregiving, has created an integrated journey map for those caring for loved ones with Alzheimer's and other dementias. The map can be used to identify opportunities to provide support and intervention for caregivers, and in turn, to benefit their care recipients. Multiple ...

  10. Mapping the Patient Journey Across the Continuum: Lessons Learned From

    Figure 1 shows a longitudinal patient journey map for AB, including the sequence of events, patient experience evaluation, and communication patterns. A patient journey map uses quantitative and qualitative data to visualize the patient experience from the patient's perspective ().Patient journey maps can be generated using a variety of techniques (8,9), can be used to identify problems, and ...

  11. Your complete guide to patient journey mapping

    Build a patient mindset. Patient journey mapping enables you to incorporate more patient-centric thinking into your processes and systems. Use your map to challenge internal ideas of what patients want or need. Invite stakeholders to navigate the touchpoints along the healthcare journey to gain perspective.

  12. Pathways in aged care

    The AIHW has created a link map, named Pathways in Aged Care (PIAC), that allows us to connect multiple types and instances of care for an individual over time. The latest linkage includes data on aged care assessments, use of aged care services and deaths for more than four million individuals, for dates from 1 July 1997 to 30 June 2020.

  13. PDF JOURNEY MAP

    JOURNEY MAP. 4. Scenario. This journey map is about adults aged 65 years and older. 1. who live in rural areas and have multiple chronic conditions to manage. In this scenario, they are patients at a community health center in a rural area that may be a long distance away from where they live . and are seeking support for managing their chronic ...

  14. Elderly Need For Care Customer Journey Map Template

    In the template we have mapped out major steps in the elderly person's and next of kin's journey. Modify it to reflect your customers' needs and organisational ability. Delete lanes and sub-lanes you don't need and add new ones. The map is divided into four sections: The green section: At the top, are the Customer Lanes.

  15. 6 Steps to Access Aged Care in Australia

    To initiate an aged care assessment, contact My Aged Care (MAC) by visiting the My Aged Care Website at myagedcare.gov.au or call them at 1800 200 422. Contacting My Aged Care (MAC) is the first step to accessing these services and exploring the support options available to you or your loved one. This is a pivotal stage in the journey, and ...

  16. PDF Supporting the medical inpatient journey

    1.4 Residential aged care in-reach 6 1.5 Health independence programs 7 ... reform through the application of process redesign methodologies to map, review and redesign the patient journey to meet demand and ensure that care is safe, effective and efficient.

  17. PDF Customer experience in the ageing sector

    While the sector is clearly focused on this issue, KPMG research shows that up to 80 percent of providers fail to return phone calls to prospective customers.2 Customer experience is now a fundamental business issue and aged care providers must shift their mindsets in order to grow and survive in the 'age of the customer'.

  18. Your Care Navigator

    Government-funded aged care services. My Aged Care is the starting point to finding and accessing Australian Government-funded aged care services. You can connect with My Aged Care by phone on 1800 200 422, via the website or in person at some Services Australia centres.. You can have a family member or support person act as your representative at any step of your My Aged Care journey.

  19. Your Journey: Prepare

    Prepare. What you need to know/prepare. When you are starting your journey to accessing Government funded aged care services, you will need to have an aged care assessment to check your eligibility. These assessments are free for older people and are a vital stepping stone on your way to accessing care at home, in your community or moving into ...

  20. Aged care and the customer journey

    How aged care providers build client profiles and manage that information from the outset will have a significant impact on retention as well as revenue and growth. "To start getting predictive outcomes you need to begin thinking about the customer journey and what this looks like. Data can help you understand how sales are going, and the ...

  21. MHPoC Consumer Journey Maps

    MHPoC Consumer Journey Maps. Date published: 13 December 2022. This education tool contains different consumer journey maps and an education template to allow clinicians to create their own journeys relevant to consumers at their local service. These are illustrations of what Mental Health Phase of Care (MHPoC) looks like across a consumer's ...

  22. Aged Care Planning Region Maps

    Aged Care Planning Region Maps. Aged care services in Australia are funded and delivered in regions called Aged Care Planning Regions (ACPRs). There are 73 ACPRs across Australia. The 2018 ACPRs are based on Statistical Area Level 2 (SA2) boundaries from the Australian Bureau of Statistics Australian Statistical Geography Standard 2016.

  23. 2018 Aged Care Planning Region maps

    2018 Aged Care Planning Region maps. This collection contains the 2018 planning region maps for each state and territory, the correspondence of planning regions to Statistical Areas Level 2 (SA2s), and the planning region shapefile. Listen. Correspondence of 2018 Aged Care Planning Regions and 2016 SA2s. February 2019. Dataset.

  24. PDF Journey of Veterans Map

    Journey of Veterans Map. JOURNEYS OF VETERANS MAP. This map covers ten life stages any Veteran may encounter, from pre-service to end of life. These life stages are organized in three phases in which Veterans' goals and aspirations are distinctly different. Each life stage lists out moments Veterans typically experience and associated VA ...

  25. 'Dragon Ball' Creator Akira Toriyama Dies Age 68

    Akira Toriyama, Creator of 'Dragon Ball,' Dies at 68. His popular manga inspired numerous television, film and video game adaptations, reaching fans far beyond Japan's borders. Akira ...

  26. Jumana's desperate journey shows how more than half of Gaza fell into a

    Every red square on this map of Gaza represents buildings that have likely been damaged or destroyed in the Israel-Gaza war since October 7. Five months in, satellite data shows around 54 per cent ...