The team behind the culture of great care at Edmund Hillary Village

The team at Edmund Hillary Village are still basking in the glow of positive feedback they received following the village’s recent certification audit. But for Village Manager Rowan Tonkin, it simply underlined what he had already discovered in his first six months at the village.

"We've got a very well-established team and that gives me a great sense of confidence," Rowan says.

"I've got hugely capable and competent leaders at Edmund Hillary. My career has been around leadership development, and when you come into an environment like this, you realise how fortunate you are to have such experienced people around you."

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That experience is clear to see. Staff turnover is remarkably low, with many of the village’s leaders spending years building their careers at Edmund Hillary.

Between them, Unit Coordinators Reema Devi, Manisha Naidu, Ratika Mani and Anju Sajan have more than 23 years’ experience at the village and their deep commitment to the residents and their families shines through.

For Reema, it’s connecting with residents that gives each day such great purpose.

"This is our residents’ home and we try really hard to make it feel like home," she says. "You build relationships with people and hearing their stories - some of them are incredible."

Many of those working in the care centre say supporting older people is something that was instilled in them from a young age.

"It's in our culture to look after older people like our grandparents," says Manisha.

Clinical Manager Harwinder Kaur shares that commitment.

"The journeys we walk with residents and their families are very special," she says. "We look after people right through until end of life, and being part of that is incredibly meaningful."

The auditors saw the results of that commitment firsthand when they recently spent two days reviewing all five of the village’s care centres.

Their feedback highlighted the consistency of care and service delivery across the village. Medication rounds were noted for being delivered with care and kindness, care plans were praised for their quality, and staff spoke positively about the support they receive from management.

The observations also reflected the contribution of teams right across the village.

Activities coordinators were recognised for the energy and enthusiasm they bring to village life and their healthy competitive spirit with each other. The laundry team earned special praise for creating what auditors described as ‘a very cheerful space’, while the housekeeping team was commended for its exceptionally high standards, with the Special Care Unit singled out for exceptional cleanliness.

Edmund Hillary Village Manager Rowan Tonkin (above).

Top picture: with some of the leadership team, from left: Clinical Manager Harwinder Kaur, Facilities Manager Debbie Kennedy, Resident Services Manager Janine Aitken, Special Care Unit Coordinator Manisha Naidu and Rest Home Coordinator Reema Devi.

It’s easy to see how the strong team approach at Edmund Hillary reflects Ryman’s motto of ‘it’s all taken care of’. Like a well-oiled machine, everyone does their bit to ensure the care provided meets the organisation’s well-known philosophy of being ‘good enough for mum and dad’.

Resident Services Manager Janine Aitken says the team has faced plenty together over the years, from COVID-19 and busy winters of flu and respiratory illness, to care centre upgrades, all serving to forge strong bonds and resilience.

"It's like a family," Janine says. "We spend so much of our lives together - the staff are a family and the residents are family too."

Long-serving Facilities Manager Debbie Kennedy, who has been part of the village for almost 20 years, says it’s the people – both colleagues and residents - who have kept her there.

"I love being part of a team," Debbie says. "It's a lovely feeling to go home knowing you've made someone feel special, even by doing something small."

Perhaps the strongest endorsement however was from residents’ families. Auditors noted that families felt their loved ones were genuinely valued and cared for as individuals, not defined by their health conditions.

For Rowan, that feedback captures what the team is all about.

"That’s what stands out to me,” he says. "This team wants residents to have the best possible experience and they work together to make that happen."