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Annual Report 2016-2017

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Our services HEALTH & WELLNESS

HOME SUPPORT

RETIREMENT LIVING

RESIDENTIAL CARE

DEMENTIA RESPITE

We provided

89,484Home Support Services

to

1,019people

We held

30,016hours of Health & Wellness Services

supporting

1,199people to be Better for life

We have

2,311staff

from

56differentcountries

Aged from 17 yearsto 77 years

36 Retirementliving villages

96% Occupancy rate

18.5% Casual staff

18.5% Full time staff

63% Part-time staff

1,010 Retirement living dwellings

1,250 Retirementliving residents

17 Residential care centres

1,476 Residential care residents

Our workforce

2 Respite Cottages

We provided

42,331 hours of service

To

111people

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Southern Cross Care was established as a not-for-profit organisation in 1968. Since then, we’ve continually responded to the changing requirements of communities across South Australia and the Northern Territory.

Contents5 Chairman’s Report

7 CEO’s Report

8 Connected Lives

10 Connected Organisation

12 Connected Care

14 Community Foundation Chair’s Report

15 Community Foundation Internal Grants Program

16 A new opportunity with China

16 Awards

17 Financials

18 Executive Committee

19 Board Members

20 Service Directory

22 Map

Creativity TeamworkCommunication...

Care

We Care We pay attention and respond

We encourage and support new ideas We work together

Our focus is on helping people age with better health, maintain their independence, stay informed and keep connected with family and friends. We are committed to a person centred and healthy ageing approach which contributes to the quality of life of each person. Our core Values of Care, Communication, Creativity and Teamwork are our guiding principles in driving our health promoting approach.

We aim to support people to be Better for life, which is the essence of Southern Cross Care.

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Southern Cross Care is confident in its ability to embrace the future of aged care as it transforms into an era of better empowerment for older people and their advocates. As Australia continues on its journey along the Aged Care Roadmap and progressively implements changes to the aged care system, the focus on quality of life for the people we care for is ever important at Southern Cross Care. We are harnessing a vibrant future as a highly valued and competitive charitable organisation.

Our confidence in meeting these challenges comes from the passion and enthusiasm of our workforce and its respect for our history and future.

Our workforce has embraced re-ablement and quality of life as part of good care which has evolved from the past provision of essential care needs. We see this as an important part of the future in serving the growing ageing population, to the extent that keeping older people active and engaged for as long as possible will be vital ingredients to the broader health system.

Our workforce is also proud to work for an organisation that, for almost five decades, has continued to develop and expand its services to meet the changing needs of older people to ensure a genuine provision of a high standard of products and services.

Next year we head into our 50th year! This is something for everyone connected with Southern Cross Care-past, present and future - to celebrate and be proud of. We will have a calendar of events that reflect the importance of this milestone to our Southern Cross Care family.

We farewelled Andrew Larpent during the year and take the opportunity to once again thank him for the positive impact he had in his role as Chief Executive Officer and on the spirit of our organisation. The Board has appointed a new Chief Executive Officer, David Moran, who is leading the Executive Team in the management of the organisation and its progress through the Better for 2020 Strategic Plan.

It’s an exciting time to be with Southern Cross Care and I thank all the older people in our services, their families and friends for their trust in us and our employees and volunteers for their passion, hard work and commitment in the 2016-2017 financial year.

Brendan Bowler AM

Chairman’s Report

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CEO’s Report We are committed to a healthy ageing approach for older people so they can maintain their physical, mental and social health for as long as possible and have a better quality of life. This is why we use the term Better for life.

At Southern Cross Care we have a desire to consistently lift our own standards to be better, so the people in our services will be Better for life. Being part of this means something to everyone in the Southern Cross Care family, as it involves us all, the people we care for, their families and friends, and our employees and volunteers.

This has held us in good stead in a year that has seen the government introduce significant reforms to Home Care, including Home Care Packages being allocated on an individual needs basis to older people instead of to the provider. There have also been changes to the operation of residential aged care funding and a renewed rigour in the Government’s complaints and accreditation processes.

This rigour is important to deliver improved outcomes for older people and we embrace this. Part of our approach in dealing confidently with the future is setting our Strategic Plan – Better for 2020.

This is framed to ensure we preserve the excellent work we do now and also focus on further developing some key fundamentals for a strong future. This includes making it easier for older people and their families to interact with our services, ensuring our workforce has a culture that is genuinely interested in and promotes positive health outcomes for older people and working with technology to utilise all it can enable.

The other key feature of our Strategic Plan is the focus on our sustainability and geographic reach to prepare us for further evolution in the way government funding and user pays models work. This will involve business development work to continue building our scale and investigate new markets. The launch of our upgraded community based Health & Wellness Centre at The Philip Kennedy Centre, with the world’s leading gym equipment for older people, is a terrific example of this.

At Southern Cross Care we are excited about our journey to unlock the potential for older people to be Better for life.

David Moran

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People in our community come from all different walks of life, and becoming more connected is a value we uphold with the utmost respect.Bringing our community together can help build communities while helping to improve the quality of life of each person.

The Southern Cross Care 2017 SALA art projects continued to be a celebration of art and creative expression at any age, and encouraged a more positive image of aged care within the South Australian community.

This year’s theme of Colour My World came from the 1967 hit song by Petula Clark. The aim was to encourage people to embrace colour in their lives by reminiscing about their favourite colour, what it meant to them and what feelings, emotions and memories it evoked.

This year’s successful SALA Art Exhibition was displayed at the Adelaide Migration Museum during August and September, with 120 people attending the launch event and an estimated 1,000 people viewing the exhibition. The Southern Cross Care community provided positive feedback, saying the event provided inspiration, engagement and stimulation.

The Southern Cross Care Fringe Artspace expanded from just one venue to three – Lourdes Valley, The Pines and The Philip Kennedy Centre.

We had world class Fringe acts provide engaging and rewarding entertainment. Our residents also showed their artistic flair and wowed a host of different audiences at each venue. Whether it was residents having their portrait painted by local artists at Lourdes Valley or the Southern Steppers from The Pines Health & Wellness Centre providing their own dance routine, the Fringe Artspace continued to connect different lives.

Connected Lives

fast factsRSVPTIXTIX

50,000people

attended

270events held

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Building Connections Building works can help connect lives by providing the Southern Cross Care community with a wide range of projects that improve quality of life and build social connections.The Oaklands Park Priest Villa, completed in March, was designed with an ageing in place approach for four priests and features a shared kitchen and living space, with each priest having a corner of the home as a private sanctuary with their own small kitchenette, sitting area, bedroom and ensuite. The villa also features rear access to Oaklands Park Lodge Residential Care, a small back garden and a utility shed for the priests.

Mount Carmel Residential Care’s redevelopment has taken great steps forward, with Stage 1 completed in April. This included refurbishment of the entire ground floor on the northern side, along with the addition of a secure garden, secure staff carpark and outdoor gym for residents to use with our physiotherapists and occupational therapists. There are still two more stages to go and everyone is keen to see the finished result from our Development team.

We also completed stages 7 and 8 of our Riverpoint Retirement Estate in April and July respectively. The project consisted of 26 new homes and was completed 3 months ahead of schedule. The village is now fully established with 107 villas complemented by a state-of-the-art community centre, a positive reflection of a connected community.

We’re also becoming more connected to our local communities, with a fantastic example at Mount Carmel Residential Care where residents showed their enthusiasm for engaging with today’s youth and sharing their passion for art at the same time. They’ve enjoyed visiting Mount Carmel College to participate in art classes, while Students from Our Lady of Mount Carmel Parish School also visit Southern Cross Care for exercise classes with Health & Wellness instructors and residents. In return, Mount Carmel College Year 11 students visit the residents, taking part in art and exercise classes.

Another example of Connected Lives is at Myrtle Bank, where our Vintage Voices Choir is community engagement in a loud and proud fashion. It’s made up of an energetic group who have rediscovered their voices, singing under the direction of Sister Majella O’Sullivan.

Learning, sharing, staying active and enjoying the moment - all ways of connecting lives.

Riverpoint Retirement Estate

We have 383volunteers

13 yearsold

93 yearsyoung

&

aged between

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Planning for the demands of the future, seeking new opportunities to improve healthy ageing and enabling staff to develop and network with a wide range of health professionals are some examples of how Southern Cross Care is becoming a more connected organisation.

We’ve taken steps to improve our Health & Wellness services with the recruitment of personal trainers and exercise physiologists who bring a wealth of understanding about the modalities of exercising for the older adult, particularly those with a range of complex care needs and medical concerns.

We have increased compliance in mandatory training, implemented a Healthy Ageing Capability Assessment Tool for care workers and developed and implemented a Reflective Practice Tool to improve customer outcomes and employee efficiency.

With leadership from our experienced staff, we are also continuing to support many students by helping them develop their skills and experience while improving our service level and creating a more connected life for people in our care.

Our trike program that features 24 tricycles across 13 of our residential care centres has been enjoyed by many. The philosophy behind the program speaks to the belief that older people shouldn’t hold back from engaging in the physical activities they enjoy. When in the right situation and with the correct support, certain skills that are assumed forgotten can surface, with amazing results.

New technology, great resultsIn an increasingly digital world, Southern Cross Care is getting on the front foot with its approach to digital information systems. We recently embarked on a strategic ICT Roadmap to future proof the business and improve the experience for our customers through a range of projects.

Connected Organisation

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The planned investment for these projects is significant and will interact with every part of the business as part of the Better for 2020 Strategic Plan. The roadmap addresses the continual shift to the ‘cloud’ and how we are better supporting our mobile workforce in a safe and secure manner.

Our new Customer Relationship Management (CRM) system will enable us to provide the best service from the first contact. Another improvement is our new telephone system that provides our residents with their own telephone number for friends and family to contact them easily.

Our Customer Connect Centre, first established in February 2014, is our single point of entry for enquiries about accessing Southern Cross Care’s services. The Centre, which handles about 16,000 calls each month, is open for extended hours, enabling busy families to talk to us at the most convenient times for them.

Customer Connect Centre Monday to Friday - 5am to midnightSaturday to Sunday - 5am to 8pm

1800 852 772

We are proud to promote employee and volunteer recognition as an important pillar of our organisation. It helps every member of our community become more connected and appreciate the fantastic work done by our employees and volunteers.

We received many worthy and heart-warming nominations from residents, their families and staff and it is clear the hard work of individuals, teams and volunteers does not go unnoticed.

The award winners were announced at our Southern Stars Awards Ceremony, an exciting and sparkling night where our 2016 Southern Stars shined brightly after being recognised and celebrated for demonstrating our Values in action in an outstanding manner.

Our many stars included Mekdalawit (Mek) Girma Tadesse, the Care Star recipient, pictured above (middle) with her collegues.

Mek, a Personal Carer at The Pines Lodge, was nominated for her warm, enthusiastic and caring nature to everyone. We heard numerous accounts of her ability to calm residents down no matter what the situation is, that her attitude and disposition never alters, whether in good or challenging situations and that her smile has the power to heal.

Congratulations to all our wonderful stars.

Recognising our stars

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Connected Care incorporates every aspect of our business working together to help us better focus on the people we care for, provide better services and continue to improve Southern Cross Care’s already excellent reputation.

Our Carmelite development is on track to change both the skyline at Myrtle Bank and the South Australian aged care sector. Architecturally designed retirement living apartments will be fitted with state-of-the-art appliances and contemporary decor finishes that will be complimented by a magnificent residential aged care centre – all in one location. A range of facilities and services will be on site, including a Health & Wellness Centre which will have a Day Therapy Service providing a focus on healthy living.

The Philip Kennedy Centre’s Health & Wellness Centre has had a revamp and the new and inviting surrounds have been a big success. After a colourful and energetic launch, which included an exercise flash mob, it is clear everyone enjoys the new services and timetable which includes a variety of exercises, including specialised Chi Ball, Tai Chi, BoxFit and aqua aerobics, along with social and mind relaxation programs.

Our new monthly health information sessions, which aim to bring people together while providing information that will help them improve their lives, are proving a hit. We’re also providing an exciting new social program, Out and About, which takes people to events and places they wouldn’t normally be able to access without our support. With a healthy mind, body and social life as our goals, we’re taking great steps to enhance our person centered approach.

Connected Care

fast facts230,000

cups of coffeeserved

700,000cups of tea

served

10,000bananas

consumed

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Finding new efficiencies The self insurance evaluation for our Work Health Safety and Injury Management System was completed by Return to Work SA evaluators in March 2017. The audit identified no non-conformances and determined Southern Cross Care to be an exemplary performer, a fantastic result for all involved.

Southern Cross Care will now receive the maximum period of renewal, five years, the longest period of renewal since we first became self insured.

Healthy numbersThe passion and commitment of our Lifestyle team has significantly improved the delivery of Community Health & Wellness Services.

We have introduced a Quality of Life database in residential care which records activity participation across the Quality of Life domains of social relationships, physical health, environment, psychological and spiritual. This is setting a new standard of engagement for our residents and staff and is particularly beneficial in minimising the risk of decline. The initiative was nationally recognised when it won the prestigious 2017 Catholic Health Association’s Leadership in Positive Ageing award.

This and many other initiatives are part of Southern Cross Care aligning itself with the United Nations’ Sustainable Development Goal No. 3 as a benchmark. This goal is to ‘ensure healthy lives and promote wellbeing for all at all ages’ which is already embedded at Southern Cross Care.

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Southern Cross Care has a strong connected community that really cares about outcomes for older people. The work of the Community Foundation inspires us all to think more about things we can do to help older people in ways we are normally not able to do. Connecting people through the Community Foundation continues to empower community spirit.Established with the purpose of enhancing the quality of life for older people through engaging all generations, the Community Foundation supports projects and programs which have direct and practical benefits for those that Southern Cross Care is connected to.

The Community Foundation continued to raise money through a number of key initiatives, including the Foundation Golf Day with celebrity guests, the regular business breakfasts and the quiz night. These events are not only great community events but are very generously supported by our suppliers through sponsorship and attendance. The Community Foundation events will play a key part in celebrating Southern Cross Care’s 50th anniversary in 2018.

The wheels of the bus were still in motion this year with the purchase and launch of the Community Foundation Western Bus which is helping to keep older people in the western area connected to their community. It provides transport for social activities such as outings, events and shopping days. With transport being such a key issue for older people, we will be launching another initiative next year, so stay posted!

Our Community Foundation Grants Program had another successful year too, with 27 grants awarded for projects ranging from technology centres to chicken coops. The program is a very practical way of using donated funds raised throughout the year for useful, energetic or therapeutic projects for older people in our care. We thank our staff and volunteers for having the initiative to create ideas and submit applications. Again, these efforts build on the spirit of goodwill of all those involved with Southern Cross Care. Our work would simply not be possible without this support and we really appreciate it.

Thank you to all who contributed to the Community Foundation and I look forward to another successful and rewarding year.

Michele McCormack

Table tennisOaklands ParkA table tennis table has been purchased to help with concentration and increasing agility and flexibility.

Community Foundation Chair’s Report

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Onkaparinga LodgeThe purchase of iPads has produced more opportunities to listen to music, learn about technology, view photos and connect with family and friends via the internet.

Chicken coopBellevue CourtThis simple yet fun feature will allow a wide range of activities to be enjoyed, such as feeding chickens and collecting eggs, providing an entertaining, stimulating and sensory activity.

Functional shed Bellevue Court

Dementia specific diversional therapy Fullarton

Chapel piano Lourdes Valley Chapel

Swimming lessons McCracken Views

Destination corridors for Banksia Pines Lodge

Community Foundation Internal Grants ProgramProviding funds for important projects that help our resident communities stay better connected is very rewarding. We received many worthy applications that we were able to fund and here are some highlights.

Oakfield LodgeFunding for an IT hub for access to connect with family and friends has produced positive outcomes. The program will extend further to develop community relationships.

Connecting with technology

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A new opportunity with ChinaSouthern Cross Care is proud to have embarked on a new opportunity with China, aiming to develop professional and personal relationships to promote our expertise in meeting the immediate and long term needs of the emerging Shandong aged care market.

In collaboration with Eldercare and Life Care, we have undertaken preliminary trade missions to explore the Chinese aged care market, with the following objectives:

• Growth into a new market

• Provide training, education and consulting services

• Share learnings from Australia with the emerging Chinese aged care industry

• Additional sustainable revenue streams

• Professional development opportunities for staff.

The successful collaboration resulted in the formation of a joint venture company which commenced providing services into China after the end of the 2017 financial year.

AwardsWe strive to be the best by ensuring we show industry leadership and innovation. We are immensely proud to be recognised for our dedication to our customers with the following awards;

2016 Hesta Outstanding Organisation Award

2016 Australian Aged Care Quality Agency’s Better Practice Award

2016 Catholic Health Australia Leadership in Positive Ageing Award

2016 Urban Development Institute of Australia Excellence in Seniors Living Award

2016 Office for the Ageing SA Health #CelebrateAge Award

2016 Australian Aged Care Quality Agency, Better Practice Award

2016 SA Savour Australia HOSTPLUS Awards for Excellence

2016 National Master Builders Association Construction Industry Award

2016 Master Builders Association SA Chapter Building Excellence Award for Best Commercial Building

2016 The Australian Institute of Building; High Commendation for Professional Excellence in Commercial Construction Category $10m to $50m

2017 Aged and Community Services SA & NT Awards for Excellence – Aged Living Design Award

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REVENUE $165M

EXPENSES

Employee benefit expense 73.3%

Depreciation 5.4%

Repairs & maintenance 4.8%

Catering 3.7%

Energy 1.9%

Self-insurance 0.8%

Rates & taxes 1.4%

Other 8.7%

ASSETS $849M

LIABILITIES

Accommodation bonds,

Retirement Living Units (RLU) & Resident Funded Units (RFU) 96.7%

Trade & other payables 3.3%

Financials

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Executive Committee

David Moran CEO

Charlie WayDirector Property & Business Development

Jo Boylan Director Operations

Steve McCallumDirector Workforce

Antony PivatoDirector Finance

David has more than 20 years of executive management experience in retirement village living and aged care, and has been with Southern Cross Care since 2011.

Jo has significant aged care and management credentials from a 25 year career within the aged care industry and is a leading practitioner in the sector for Healthy Ageing.

With many years of experience, Steve guides one of South Australia’s largest workforces, covering human resources, workforce development, workplace safety and injury management.

Antony has over 20 years of commercial and financial experience, from accounting and financial reporting, to progressing into broad-based commercial roles within the manufacturing, mining, electricity and water industries.

Charlie has over 18 years experience in procurement, property and business development throughout the private and not for profit health sector.

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Board Members

Brendan Bowler AMChairman Member Finance Committee

Chair Nominations & Governance Committee

Chair Remuneration Committee

Dr Mandy CallaryChair Services Committee

David MartinDeputy ChairmanMember Services Committee

Member Renumeration Committee

Member Workforce Committee

Member Nominations & Governance Committee

Grant KardachiChair Workforce Committee

Member Services Committee

Brian LilleyChair Finance Committee

Member Community Foundation Committee

Jeremy HarrisMember Property Committee

Member Workforce Committee

Phillip RundleChair Property Committee

Member Community Foundation Committee

Michele McCormackChair Community Foundation Committee

Deputy Chair Finance Committee

Klaus ZimmermannMember Property Committee

Member Finance Committee

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Service directoryResidential care suburb placesSouth AustraliaBellevue Court Gawler 80Bucklands North Plympton 147Fullarton Fullarton 60John Paul II Village Klemzig 40Labrina Village Prospect 41Lourdes Valley Myrtle Bank 58Lourdes Valley Lodge Myrtle Bank 71McCracken Views Victor Harbor 60Mount Carmel Rosewater 71Oakfield Lodge Mount Barker 80Oaklands Park Lodge Oaklands Park 70Onkaparinga Lodge Huntfield Heights 92The Philip Kennedy Centre Largs Bay 169The Pines Lodge North Plympton 144Sandpiper Lodge Goolwa 81West Beach West Beach 80

Northern Territory Pearl Supported Care Fannie Bay, Darwin 85

Transition Care Program Bellevue Court Gawler 16Mercy House North Plympton 10The Philip Kennedy Centre Largs Bay 16

Care Awaiting Placement Bellevue Court Gawler 8Lourdes Valley Myrtle Bank 16

Health & Wellness Centres Lourdes Valley Myrtle BankThe Philip Kennedy Centre Largs BayThe Pines North Plympton

Dementia Respite CottagesMyrtle Cottage Myrtle BankWillow Fern Mount Barker

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Retirement living (market priced) South Australia dwellings Coach House Mews, Myrtle Bank 20

Glen Woodley Estate, Myrtle Bank 74

Heritage Apartments, Myrtle Bank 36

McAuley Mews, Brighton 9

Peninsula, Largs Bay 24

Pine Springs, Netley 46

Riverpoint Retirement Estate, Noarlunga Downs 107

Riverside, Goolwa 50

St Peters Close, Stepney 6

The Fairways, McCracken, Victor Harbor 24

The Pines, North Plympton 79

The Vines, Wynn Vale 6

The Waterford, Myrtle Bank 51

Wattle Grove, Wattle Park 24

Northern TerritoryPearl Retirement Resort, Fannie Bay, Darwin 63

Retirement living (affordable) South AustraliaClarence Park 4

Glenelg North 15

Hawthorn 8

Kingswood 12

Leabrook 4

Magill 9

Marion 20

Mount Gambier 31

Northfield 40

Norwood 8

O’Grady Court, North Plympton 52

Oaklands Park 24

Payneham 30

Pooraka 35

Prospect 25

Semaphore Park 30

Somerton Park 28

Warradale 19

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Retirement living (market priced)

South Australia1. Coach House Mews, Myrtle Bank

2. Glen Woodley Estate, Myrtle Bank

3. Heritage Apartments, Myrtle Bank

4. McAuley Mews, Brighton

5. Peninsula, Largs Bay

6. Pine Springs, Netley

7. Riverpoint Retirement Estate, Noarlunga Downs

8. Riverside, Goolwa

9. St Peters Close, Stepney

10. The Fairways, McCracken, Victor Harbor

11. The Pines, North Plympton

12. The Vines, Wynn Vale

13. The Waterford, Myrtle Bank

14. Wattle Grove, Wattle Park

Northern Territory15. Pearl Retirement Resort, Fannie Bay, Darwin

Retirement living (affordable)1. Clarence Park

2. Glenelg North

3. Hawthorn

4. Kingswood

5. Leabrook

6. Magill

7. Marion

8. Mount Gambier

9. Northfield

10. Norwood

11. O’Grady Court, North Plympton

12. Oaklands Park

13. Payneham

14. Pooraka

15. Prospect

16. Semaphore Park

17. Somerton Park

18. Warradale

Residential Care 1. Bellevue Court, Gawler

2. Bucklands, North Plympton

3. Fullarton, Fullarton

4. John Paul II Village, Klemzig

5. Labrina Village, Prospect

6. Lourdes Valley Lodge, Myrtle Bank

7. Lourdes Valley, Myrtle Bank

8. McCracken Views, Victor Harbor

9. Mount Carmel, Rosewater

10. Oakfield Lodge, Mount Barker

11. Oaklands Park Lodge, Oaklands Park

12. Onkaparinga Lodge, Huntfield Heights

13. The Philip Kennedy Centre, Largs Bay

14. The Pines, North Plympton 15. Sandpiper Lodge, Goolwa

16. West Beach, West Beach

17. Pearl Supported Care, Fannie Bay, Darwin

Dementia Respite Cottages

1. Myrtle Cottage, Myrtle Bank

2. Willow Fern, Mount Barker

Health & Wellness Centres1. Lourdes Valley, Myrtle Bank

2. The Philip Kennedy Centre, Largs Bay

3. The Pines, North Plympton

4. Fleurieu, Goolwa

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Glenelg

West Beach

ADELAIDE

Gawler

CBDHenley Beach

Grange

Glen Osmond

Norwood

Oaklands Park

Mount Barker

Hahndorf

Myrtle Bank

Huntfield HeightsNoarlunga

Downs

North Plympton Clarence

Park

Kingswood

Leabrook

Magill

Northfield

Largs Bay

Pooraka

Prospect

Wynne Vale

Rosewater

Port Adelaide

11

10

9

12

76

54

3

2

14

1

13

16

1

2

7

1

2

3

6

Victor HarborGoolwa

McCracken

VICTOR HARBOR - GOOLWA

815

8

10

1113

Fannie Bay

DARWIN

1715

12

3 4

5

6

412

Blue Lake

MT. GAMBIER

Lake Terrace

8

9

10

11

12

514

15

21

18

9

12

14

17 7

13Payneham

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Southern Cross Care (SA & NT) Inc ARBN 129 895 905, South Australia, Limited Liability

Better for life

Southern Cross Care (SA & NT) Inc ABN 53 682 143 626

151 Greenhill Road, Parkside South Australia 5063 8291 8000 enquiry@southerncrosscare.com.au southerncrosscare.com.au

Annual Report 2016/17