In the home care industry, one brand, Right at Home, stands out from the competition for its staff retention and high levels of satisfaction.

While the broader aged care and disability sector grapples with an industry-standard staff turnover rate that sits around 60 per cent, Right at Home’s comparable year-to-date figure is an impressive 24 per cent, proving that in the business of caring, culture is the ultimate competitive advantage.

According to Nicci Hamilton, Right at Home’s head of people and culture, the key is the network’s commitment to authenticity. 

“People can truly be who they are here,” Nicci says. “Whether it’s how they dress or how they express their views, we foster a multicultural, collaborative environment where personal values align with professional goals. It’s about kindness, care, and human dignity.”

Caregivers can choose a career path

Caregivers come from diverse backgrounds: some are young university students looking for flexible hours; others may be mothers returning to the workforce and seeking school-hour roles; and some are seniors under 70 eager to give back to their communities. 

At Right at Home caregivers can tread a career path, if they wish. As companion care workers they can provide social support and shopping assistance. If they complete a Certificate III in Individual Support (Ageing and Disability) they can take on greater responsibilities as a Personal Care Assistant. Some advance to train for enrolled or registered nursing.

“The sky’s the limit, and we encourage caregivers to upskill,” Nicci says.

At a practical level, Right at Home has taken the lead in a sector staffed by casuals to encourage franchisees to transition their casual workers into part-time roles. This shift, coupled with the Fair Work Commission’s recent wage increases for caregivers, has fortified the network’s retention strategy.

Staff satisfaction starts with strong foundations

However, Nicci is quick to point out that loyalty is about much more than the pay cheque; it’s about staff satisfaction, stemming from an onboarding process that sets up caregivers to succeed from the start. Franchisees invest 10 to 15 hours in face-to-face training for every new hire to ensure they meet the rigorous aged care standards required.

The resulting extraordinarily high level of work fulfilment is clear in the most recent annual staff survey in which every respondent recommended Right at Home as an employer of choice.

The franchise network instils a culture of appreciation too, with recognition playing an important role in nurturing staff. From local initiatives such as franchisees providing petrol vouchers for staff going above and beyond to help with rising fuel prices, to the National Caregiver of the Year awards presented at the annual conference, Right at Home aims to motivate its care staff.

Providing clients with choice and control

The culture of kindness, care and dignity is also reflected in the personal relationships franchisees establish with their caregivers, which enables them to match care workers to clients.

A franchisee will typically send two caregivers to meet with a new client, allowing the client to choose who they feel most comfortable with. This process underpins the success of the business and directly aligns with the new Aged Care Act’s focus on choice and control.

As head of people and culture, Nicci provides the tools for franchisees to adopt and adapt to their local business needs.

She is also supporting them in building resilience.

“Caring is a great deal of work, and it can be stressful,” Nicci says. “We don’t act in isolation; we provide the tools to help our people deal with stressful situations, ensuring they are resilient enough to provide high-quality care over the long term.” 

By automating manual processes, Right at Home ensures that franchisees spend less time on admin and more time on people. A central client management app allows for seamless care notes and shift tracking, while an online training platform keeps skills sharp. 

A mission-led, not profit-driven business

HR support extends from collaborating at a local level to informing franchisees on complex Fair Work awards and Industrial Relations changes.

For new franchisees, the journey begins with an intensive 10-day training program in Brisbane, covering everything from clinical and financial systems to employee relations. They are then supported by the franchise team for 12 months and beyond to ensure they hit their stride.

“It’s a brilliant model,” Nicci says. “The first few months are busy and hard, but then all of a sudden, it clicks into place. The support franchisees receive from other owners is also a reflection of the collaboration in the network, and a willingness and curiosity to learn and share best practices.

“In the Right at Home network we are not profit driven, we are mission-led. Profit isn’t the end goal; profit is the engine that enables better care.”