Regis and CPSM – resident and families

Regis was founded 30 years ago and offers a diverse range of care options including residential aged care, home care, retirement living, day therapy and day respite. Regis is one of the largest providers of aged care in Australia with 68 Homes, 9,000 employees and cares for more than 7,000 residents and clients each year.

Integration is the transition that will occur from now until the end of May 2024. It is an opportunity for Regis to learn more about CPSM and vice-versa. Throughout the integration period there will be changes to some systems and processes as we move to include CPSM in our day-to-day operations.

Regis has established a dedicated concierge service to assist in addressing your queries and concerns. You can email cpsmconcierge@regis.com.au if you have any questions.

There will be regular communications provided throughout the integration period to inform you about what is happening and when. At any time if you have questions you can speak to the General Manager of your Home or contact the CPSM concierge.

Continuity of Carer involves allocating the same carers to the same group of residents as often as possible. The increased frequency of working with the same group of residents will allow our carers to provide more holistic care. Our model supports our care teams to notice changes in our residents’ health, wellbeing, and care needs, which builds strong, trusting care relationships with residents, their families, and representatives. Continuity of Carer is also known to improve employee satisfaction and fulfillment.

Yes, this will continue. Regis’ purpose is to provide personalised and respectful care that embraces the experience of ageing. Where an existing activity is both meaningful and joyful for residents, and all appropriate steps have been taken to minimise risk to their health and safety, we will support the continuation of these activities.

Initially all food menus, quality and portions are to remain as is. Regis reviews their menus regularly (i.e Summer Menu and Winter Menu) and these will be reviewed in time and applied when appropriate. Please visit the following webpage which provides an overview of the pride we take in our daily menus.

Regis review residents’ ability to use services, on a clinical basis, every three months.  In most cases, substitute services are identified and mutually agreed so residents may continue experience all that our homes have to offer.   

No, this will not be necessary. All existing resident agreements will be honoured by Regis.

Regis will honour all current CPSM permanent and respite residential agreements, including room pricing, fees and charges.

We would like to take the opportunity to remind our residents and their families of the process for refunding a lump sum accommodation payment (RAD or RAC) under the Aged Care Act.

Upon leaving residential aged care, the balance of your lump sum will be returned to you or your estate. This is your total lump sum payment minus any relevant deductions. Deductions taken from your lump sum could be a daily accommodation payment (at your request), any other aged care fees you have agreed to in writing, or any outstanding debt that you owe at the time of departure.

If you decide to transfer to another Home, the balance of the lump sum will be refunded to you within 14 days after the day you leave.

In circumstances where a resident is deceased, the balance of the lump sum will be refunded to that resident’s estate within 14 days of us receiving:

• proof of probate of the resident’s Will; or
• letters of administration.

This process ensures that any moneys are paid to the correct person administering the estate.
If you have any questions or concerns about the RAD or RAC refund process, please feel very welcome to contact a member of our Accounts Receivable team, via Regis Advice on 1300 998 100 who will be happy to assist.

Regis will honour all current CPSM permanent and respite residential agreements, including room pricing, fees and charges.

Please note, the majority of fees and charges for residential aged care are set by the Commonwealth Government. One such fee is the Basic Daily Care Fee which fluctuates with the pension rates on 20 March and 20 September every year as per the Government legislation.

There are no immediate plans to change the built environment or outdoor spaces. We will of course support the local team to continue their existing repairs and maintenance programs, and – over time – any capital improvement projects. The team structures in the Homes will remain the same. We are excited to now be bringing together the best of our approaches to enhance the lives of all our residents.

The acquisition of CPSM by Regis was appealing for both parties for several reasons, including the extensive support network that Regis can provide to the managers and employees of the Homes, which supports the delivery of care and services for residents.

Yes, employees will remain in their current Home and there will be no obligation for them to work across multiple Homes and locations. The Regis Continuity of Carer model includes allocating the same carers to the same group of residents as often as possible.

A Continuity of Carer model supports our care teams to notice changes in our residents’ health, wellbeing and care needs which builds strong, trusting care relationships with residents, their families and representatives. Continuity of Carer is also known to improve employee satisfaction and fulfillment.

In time, some team members may choose to apply for transfers within Regis (e.g. where a re-location is necessary for family reasons, or a promotional opportunity arises). As a national organisation, this option is part of our employee value proposition and we take pride in supporting people to achieve their goals.