Introduction :

Vasey RSL Care provides accommodation and support services to veterans, war widows/widowers and their dependents. When they restructured their property team, they took the opportunity to outsource their entire property management function to MDFM.

Problem :

Vasey RSL Care is spread out over multiple sites, including four residential aged care facilities, eight ex-services accommodation villages and other veteran support spaces.
Vasey’s management acknowledged that managing multiple facilities and maintenance contractors in-house was taking a considerable amount of time away from the core roles of the business’ staff, and that this was not a commercially viable solution.
It also became apparent that resident satisfaction was low when it came to property requests, as a result of poor communication and long response times. Resident happiness is at the core of Vasey’s values, so something had to change.
MDFM identified that their Computerised Maintenance Management Software (CMMS) was substandard for their needs as a large multi-site organisation, and they lacked a complete and accurate asset register to facilitate quality asset management.

Solution :

  • MDFM provided onsite maintenance staff and took on the management of all reactive maintenance requests (including 24/7 emergency maintenance support), immediately taking the pressure off Vasey.
  • MDFM was appointed as the disclosed agent to manage all of Vasey Care’s current and new preventative maintenance contracts, clearing the paper trail and communication headaches from Vasey’s office and site teams.
  • MDFM also set up a dedicated hotline for Vasey’s ESA residents to call and log their maintenance issues directly to the MDFM maintenance team, saving days in the maintenance issue resolution process.

Results :

  • Improved contractor performance in terms of quality, accountability and response time.
  • Transparency of contractor information and maintenance costs, due to a commercial approach to property management
  • Significant reduction in time to resolve requests; from an average of 16 days to less than 7 since MDFM took over the maintenance.
  • Reduction in accounts overhead costs with a single invoice per month, coded by facility, for all maintenance expenditure
  • Improved Resident satisfaction, due to maintenance requests being received and actioned in a timely fashion with transparent communication
  • A new MDFM-resourced model of maintenance staff has seen improved productivity

Client Testimonial :

“Quality, efficiency and resident satisfaction mean everything to us. The fact that we can now spend less energy and resources on fixing and managing assets means more time we can spend focussing on resident wellbeing. It’s good for our residents and it’s good for business. And we have the data to prove it”

Tony Wilcox, Commercial Manager, Vasey Property and Contracts

Vasey RSL Care Logo
Vasey Care property interior

The Numbers :

Maintenance Request Resolution time down from 16.2 days to 6.5 days

Accounts payable for maintenance reduced from 300 per month to 3 per month

Our Values

Communication

We work to a consistent and timely flow of information. We will always pick up the phone and communicate respectfully with everyone at your facility, whether they are a resident, care worker, the director of nursing, a cleaner or a Board Director.

Accountability

We are accountable for the quality, results, professionalism, and costs of the services that we provide.

Continuous
Improvement

We value feedback and don’t just accept the status quo. We are always looking for improvement in quality, efficiency or cost. We value creativity and flexibility and always maintain a proactive “can do” attitude.

Safety

Safety (of your people and ours) is MDFM’s number one priority and won’t be compromised.

Respect

Our team understands that an Aged Care Facility is someone’s home, and someone’s workplace. We’ll continuously earn the respect of our clients through our dedication to outstanding service and provide a mutually supportive and positive working environment.