As part of its ongoing efforts to strengthen the relationships that sit at the heart of its communities, Schlegel Villages is advancing three key initiatives designed to enhance both resident care and the team member experience: PSW Medication Administration, the Flex Schedule model, and Dedicated Support. When woven together, these changes create a foundation of consistency, trust, and connection that enriches life in the Villages.
On a Monday afternoon in late September, The Village of Sandalwood Park gathered to celebrate a milestone: all three initiatives are now fully in place after months of focused effort to bring the Flex Schedule and Med Admin models to life. This builds on the success the team has already seen with Dedicated Support, first launched in 2018, which ensures the same small team of care partners supports the same residents each day.
“Everyone around this table needs to be recognized and thanked for having the courage to be the first Village to have the three initiatives rolled out at the same time,” said Schlegel Villages Vice-President of Operations Rose Lamb, as she addressed Village leaders and Support Office team members who helped guide the four-month implementation. “The team, you demonstrate your adaptability, your willingness to partner with the Support Office team by just having the courage to say, ‘we can do this.’”
The Ministry of Health’s 2023 decision to allow Personal Support Workers (PSWs) to administer medications in long-term care created new opportunities to support residents. At Sandalwood Park, PSWs are now embracing this role, balancing medication administration with hands-on care, while Registered Practical Nurses continue to provide care and leadership within each neighbourhood.
“I am so proud of myself,” said Kimberlee Hall, who is now in her third week in the PSW Med Admin role at Sandalwood Park. “Honestly, I never knew I could do this, but I love to try something new.”
Though nervous at first, Kimberlee says the training and ongoing guidance have been thorough and supportive, and the experience has given her a new appreciation for the nurses she has worked alongside for nine years. Her advice to other PSWs: “Give it a try. You’re more capable than you know and I love it.”
At the same time, Sandalwood Park has adopted the Flex Schedule, a new approach that blends 8- and 12-hour shifts. The change gives team members more full-time opportunities, more days off to rest and recharge, and creates greater consistency in the neighbourhoods. Residents and families see familiar faces more often, relationships deepen, and the overlap between shifts allows team members—including those working nights—to connect face-to-face, strengthening teamwork and the flow of care throughout the day. Families, too, benefit from this continuity, building trust and stronger bonds with the people caring for their loved ones.
As the Director of Nursing Care, Adwoa Pomaah was among the core leadership team members who worked closely together with the Support Office team to implement the PSW Med Admin changes alongside the Flex Schedule. “You must have a strong connection with the team,” Adwoa says when asked what advice she might offer other Villages looking towards implementation. “You must have those relationships, and then you have to always follow up with them.”
Ripu Phull, who has been a key lead with the Support Office team from a change management perspective, says: “When we talk about sustaining change, you have to keep reinforcing until you no longer feel you have to. This is a heavy mindset and behaviour change.”
But in the end, it is worth it in terms of quality of life for both residents and team members.
“These initiatives, along with Dedicated Support, are about more than just efficiency – they’re about people,” Rose said. “By empowering PSWs to expand their role and by offering team members schedules that support balance and connection, the likelihood that every resident and family will feel the warmth, consistency, and compassion that define life in a Schlegel Village only grows.”
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