This year Nurse Next Door Home Care Services Gippsland, led by Managing Director Zoe Pendrick, was honoured with the prestigious 2024 Single Unit Franchisee of the Year award for Victoria, Australia, at the Franchise Council of Australia (FCA) Awards.
Zoe’s exceptional leadership and dedication to excellence are a testament to her unwavering commitment to outstanding service and innovation within her care team, the Gippsland community and the overall Nurse Next Door franchise network across Australia.
Exponential Growth
Since launching in September 2022, Nurse Next Door Gippsland has experienced significant growth, expanding its client base, and assembling a dedicated team of 150 caregivers and nurses to keep locals living in their own homes, on their own terms and continuing to engage within the community.
These achievements have firmly established Nurse Next Door Gippsland’s reputation within the Gippsland community.
Delivering Exceptional Customer Service
At the core of Nurse Next Door Gippsland’s success lies the team’s commitment to exceptional customer service. From positive customer feedback to repeat business and a strong community reputation, Nurse Next Door Gippsland stands out as a top-tier and trusted Home Care provider.
The iconic Bold Pink uniforms represent a determination to exceed expectations and provide WOW Customer Experiences for the community they serve. Zoe and her team’s passion for delivering outstanding care had already garnered recognition, including the 2023 Gippsland Business 25th Anniversary Award for their grassroots community-focused practices.
To continue exceeding the expectations of clients, Nurse Next Door Gippsland took a proactive approach to addressing transportation challenges, highlighted by the investment in a dedicated mobility car, and showcasing their commitment to going above and beyond for their clients.
Nurse Next Door Gippsland’s dedication to providing exceptional service and Making Lives Better is a daily commitment to ensure they continue making a positive and lasting impact on the lives of those in need within the Gippsland community.
Maintaining High Standards of Operations
Maintaining impeccable operational standards is a cornerstone commitment for Nurse Next Door Gippsland, evident across various aspects of their business. Central to this dedication is a feedback system, facilitating real-time client feedback and enabling swift responses to concerns or suggestions.
The appointment of a Business Development Manager underscores their proactive approach, conducting regular client meetings and initiating discussions on feedback scores below 8/10 to foster open communication.
Zoe and her team’s adherence to Nurse Next Door’s standards further solidifies the brand’s identity and ensures uniformity in service quality across the franchise network. Nurse Next Door’s Operations Manual serves as a comprehensive guide, fostering consistency and efficiency in day-to-day operations by outlining protocols and procedures.
Additionally, the Client Liaison role plays a pivotal part in bridging the communication gap between clients and their families, ensuring their well-being and satisfaction. From delivering personalised gestures like ground coffee to addressing clinical concerns promptly, the Client Liaison, in collaboration with the Senior Nurse and Care Designer, exemplifies Nurse Next Door Gippsland’s commitment to delivering exemplary care and service.
Inspiring the Franchise Collective
Zoe’s leadership and inspiration have gone beyond her local community, extending into the wider Nurse Next Door franchise network, nurturing a culture of collaboration, knowledge exchange, and support. Her dedication to this responsibility is evident through various initiatives, showcasing her commitment to serving as a positive role model.
Zoe actively engages with fellow franchise partners, sharing successes and challenges to foster unity and promote mutual learning. She takes pride in Nurse Next Door Gippsland’s growth and considers it her duty to impart wisdom gained from her journey to new franchisees, offering validation and guidance generously. Encouraging cross-collaboration across the network, Zoe believes in the power of collective effort.
Zoe also works closely with prospective Nurse Next Door franchise partners, sharing insights into the Nurse Next Door model and offering a comprehensive understanding of network participation. At Nurse Next Door’s inaugural national conference in 2023, Zoe showcased the remarkable journey of Nurse Next Door Gippsland, instilling confidence in her staff and inspiring fellow franchise partners nationwide. Her efforts continue to inspire and motivate within the Nurse Next Door franchise network, emphasising the power of leadership in driving positive change.
Innovative Approaches for Community Impact
Nurse Next Door Gippsland is deeply involved in supporting various not-for-profit and charity groups, reflecting their commitment to making a meaningful impact on their clients’ lives and the broader community.
Serving as a Silver Sponsor for “Defining Beauty,” a local organisation aiding women battling breast cancer, Nurse Next Door Gippsland plays a crucial role in providing essential workshops and resources to empower these women and offering vital support during a challenging time, showcasing the franchise’s dedication to spreading awareness and celebrating resilience.
Beyond sponsorship, Nurse Next Door Gippsland actively contributes by providing hours of care, and demonstrating their hands-on approach to support. Through advocacy efforts, the team assists clients in navigating Home Care Packages and advocates for hospital patients’ return home for continued recovery with necessary clinical care.
Their involvement in initiatives like the “Make a Wish” program exemplifies their commitment to going above and beyond, as they collaborate on heartwarming events and raise funds to support children with critical illnesses. Zoe and her team’s active engagement in charity work reflects their commitment to Making Lives Better, extending their care beyond the conventional boundaries of home care services.
Setting Ambitious Goals for the Future
Over the next year, Zoe’s strategic vision for Nurse Next Door Gippsland is committed to expanding their reach within Gippsland and seamlessly integrating into households, aiming to “Paint Gippsland Pink” with a strong brand presence and reputation for excellence.
Their primary focus is on offering premium in-home care to ageing individuals and those with disabilities, prioritising the comfort of home while preventing unnecessary hospitalisations. Seeking to be the preferred provider in the region, they actively pursue partnerships with local hospitals to facilitate patient transitions to home care, relieving pressure on the healthcare system.
Currently delivering an average of 4000 hours of care each month, Zoe and her team aspire to increase this to 9900 by December 31, 2024. With a dedicated team and strong partnerships, Nurse Next Door Gippsland is poised to lead exceptional in-home care services in the region.
Nurse Next Door Gippsland’s recognition as the 2024 FCA Victorian Single Unit Franchisee of the Year underscores their commitment to excellence under the leadership of Managing Director Zoe Pendrick. Their exponential growth since its establishment in September 2022, coupled with a dedicated care team of 156 individuals, has solidified their reputation as a trusted home care provider in the Gippsland community.
Looking ahead, their strategic vision aims to expand their reach within Gippsland, prioritising in-home care and strengthening partnerships with local hospitals to provide superior services while alleviating pressure on the healthcare system. With ambitious goals and dedication, Nurse Next Door Gippsland is poised to lead the way in exceptional in-home care services in the region.
With a core purpose of Making Lives Better, Nurse Next Door, under the leadership of Melbourne-based Master Franchisors Matt Fitton and Amber Biesse, provides in-home aged care and disability support services built on our philosophy of Happier Ageing® focusing on possibility rather than disability.
