Imagine the anguish of searching for a care home for your loved one, only to face rejection after rejection. Your parent or spouse, struggling with severe dementia, might shout, lash out, or even strike others, behaviours that intimidate staff and lead to apologetic but firm refusals from aged care facilities.
You are exhausted, desperate, and running out of options. For some families, this ordeal drives them to travel hundreds of kilometres, from rural towns like Moe or beyond, to find a place that will accept their loved one.
They have heard of a facility in Narre Warren, Victoria, that takes on residents others will not: Casey Aged Care, operated by the Medical & Aged Care Group (MACG). With the recent expansion of its memory care wing, Pebble Beach, Casey has become a sanctuary for seniors with the most challenging behaviours, offering hope where others only see risk.
Cameron McPherson, MACG’s CEO, is familiar with these stories. “We received a call from a home in central Gippsland this week,” he says. “They had a resident with behavioural responses they couldn’t manage. They’d heard we were the best option, even though they’re located in Moe. They were prepared to bring their loved one to Narre Warren for the specialised care required”
This willingness to accept residents with complex needs, such as verbal or physical aggression, distinguishes Casey as an aged care system often wary of such challenges. Pebble Beach, limited to 24 residents, is a thoughtfully designed space where staff focus on understanding each person’s unique history rather than just managing their actions.
Casey has two additional memory care wings with 18 beds in each, allowing for the specialised environment to support 60 residents.
Deborah (Deb) Haley, a wellbeing and personal care assistant with 17 years at Casey, embodies this mission. For her, dementia care is a calling that fuels her determination to uncover the reasons behind a resident’s behaviour.
“Every day is different,” she says. “What works one day might not the next. It’s about finding what makes someone feel safe or happy.” She recalls a resident who reacted violently when approached from behind.
It was only after his son-in-law disclosed the man’s past as a prison warden in Malaysia, always vigilant against attacks, that the team understood his triggers. “Families need to share everything,” Deb stresses. “Without their history, we can’t help properly. It’s our job to connect the dots.”
This investigative mindset shapes Casey Aged Care’s approach. Instead of viewing aggression or agitation as barriers, staff see them as clues to a resident’s past or emotional state. “Some residents can be verbally aggressive or lash out,” Deb explains. “They’re not trying to hurt anyone. They’re scared or overwhelmed.
We don’t force routines, We work with them.” Regular training, often through Dementia Australia, keeps staff sharp. “I hate sitting through training,” Deb admits with a chuckle, “but it’s essential. It helps us stay quick on our feet.”
The Pebble Beach wing, is a multimillion dollar expansion crafted to minimise distress. Soft lighting, calming sounds, and intentional design create an environment that soothes rather than overwhelms.
Cameron explains the logic: “It’s about the five senses. We adjust lighting or sounds based on the time of day, especially in the afternoon. The wing’s small size ensures staff can build meaningful connections with residents, avoiding the cold feel of larger homes. “We want time to know who they are, ensuring the staff have a solid understanding of their individual needs and preferences, which can change each day..”
Technology supports these efforts. Jacinta Jarutis, MACG’s Group Wellbeing and Community Coordinator, describes tools like Abi, a companion robot fluent in 96 languages. “Abi can spark memories or just be a friend,” she says.
“She’s vital for residents whose first language isn’t English.” Sensory Wizard a mobile projection system, displays interactive images, such as butterflies to “chase” or family photos, tailored to each resident’s past.
Virtual reality trials are also underway, allowing residents to “visit” familiar places or explore the home virtually if they’re anxious about leaving their rooms. These tools help reduce agitation, offering staff new ways to engage residents who might otherwise struggle.
Rahul Jose , Casey’s manager, underscores the importance of flexibility. “You can’t stick to a rigid plan,” he says. “If a resident thinks it’s breakfast time at 2 p.m., we make breakfast. It’s about meeting them where they are, not correcting them.” Continuous education focuses on avoiding triggers, like arguing over time or routines.
“Telling someone they’re wrong just upsets them,” Rahul adds. “We keep things calm by listening and adapting.”
Creating Pebble Beach was a bold step, Cameron recalls the decision to transform part of the home into a secure, dementia-friendly area “We had staff with the passion and dedication to truly make a difference ,” he says.
“We engaged Dementia Australia to build our skills and redesign the space to make it work.” The result is a wing that feels more like a home than a hospital, where staff like Deb thrive on small victories. “When a resident who’s been refusing medication takes it after a chat, or when they hug you and say, ‘I missed you,’ that’s what keeps Deb going,” she says.
The work is demanding , yet it draws staff who see it as a purpose larger than themselves. Cameron notes a waiting list of employees eager to join the memory care team. “The staff come to work each day todo something meaningful,” he says. “ It can be challenging, however it attracts people with the deepest empathy.”
The challenges warrant careful consideration Cameron admits. “You need the right environment and people. If the building’s outdated, all the compassion in the world won’t help.” Australia’s aged care sector faces a crisis, with a shortfall of 40,000 beds and only 1,100 new beds added annually against a needed 8,000.
As baby boomers age, demand will surge from 2026, making facilities like Casey Aged Care essential. For families, Casey offers more than a place to stay; it fosters connection. The TeaTime platform allows staff to share photos and updates about a resident’s day, from gardening to painting, with loved ones near or far.
“It’s a bridge,” Jacinta says. “Families see what’s happening, and it gives them peace of mind , also something to talk about, when they visit. It helps keep the strong connection between residents and their families .” This openness challenges stereotypes of aged care as bleak, revealing the warmth and care within Casey’s walls.
Families who find Casey often arrive emotionally exhausted having faced countless rejections. For them, the facility is a haven where their loved one is seen as a person, not a problem. Deb captures this simply: “I just love them. When you see someone smile or feel safe, you know you’re making a difference.”
In a sector under pressure, Casey Aged Care’s commitment to the most complex situations offers a lifeline to those who have nowhere else to turn, proving that even the toughest challenges can be met with compassion and creativity.
Very inspirational indeed, we need more of this kind of approach, well trained staff and smaller facilities.
Well done!
Sounds absolutely wonderful
This should be the gold standard for every Memory support unit
I work in an Older Persons Acute Mental Health unit and know how long and difficult it is for a person to be placed as many facilities reject them even the one they came from refuse to have them back.