Meet Kim Riley - A Leader in Aged Care Excellence

In the heart of rural Australia, where access to healthcare is often stretched thin, strong leadership is essential to ensuring communities receive the care they deserve. At Quirindi Care Services (QCS), a standalone, not-for-profit aged care provider, General Manager Kim Riley is leading a transformation that is setting a new benchmark for aged care in regional Australia.

Kim’s leadership is not just about keeping a facility running – it’s about reshaping how aged care is delivered in rural communities. Since taking on the role, she has led major operational improvements, strengthened community connections, and driven innovation to ensure that QCS is not just a provider but a pillar of the Liverpool Plains region.

“All of the skills and knowledge I have gained over my career have come into play in this role,” Kim reflects. “Aged care isn’t just about meeting compliance – it’s about making sure older people in our community feel at home, safe, and valued.”

Kim’s passion for rural healthcare and dementia care was sparked early in her career. Trained as a registered nurse in 1986 at Lewisham Hospital, she quickly found herself drawn to critical care, midwifery, and Aboriginal health, working across remote NT and NSW communities.

Her experience in emergency, cardiac, and intensive care exposed her to the complex healthcare challenges facing older Australians in rural areas. Later, she transitioned into health management, workforce planning, and aged care consultancy, bringing firsthand experience of regional health inequities into strategic leadership roles.

That journey ultimately led her to QCS, where she now oversees 71 staff caring for up to 60 residents – a responsibility she takes seriously. “I see myself as the driver of the bus,” she says. “My job is to ensure the team knows where we’re heading and that they have the skills and support to navigate the roadblocks along the way.”

Kim’s leadership and impact in regional healthcare have not gone unnoticed. In 2024, she was recognised as a finalist in the New England Northwest Business Awards for Outstanding Business Leader (21 employees plus category), a testament to her dedication to workforce sustainability and quality care in regional aged care.

Innovative leadership in rural healthcare

When the local GP recently withdrew its services, Kim and her team implemented a Nurse Practitioner model, ensuring residents received consistent, proactive, and person-centred medical care on-site.

“This was a turning point for us,” Kim explains. “Rather than seeing it as a crisis, we saw an opportunity to rethink how we facilitated access to healthcare for our residents.” The success of the model has not only benefited QCS residents but also set an example for other rural aged care providers.

Recognising staff shortages as a major challenge, Kim led a strategic workforce plan, recruiting skilled aged care workers from overseas through the Pacific and Australian Labour Mobility Scheme (PALM). This initiative has stabilised the workforce, increased cultural diversity, and fostered stronger team collaboration.

“The PALM scheme has been a game-changer,” she says. “We’ve welcomed incredibly skilled and dedicated workers who have integrated seamlessly into our team, ensuring continuity of care for our residents.”

Kim has also forged strong connections with Quirindi High School, developing traineeship opportunities that introduce students to the aged care industry and create a sustainable local workforce pipeline.

“By working with local students, we’re helping them see aged care as a rewarding career path while ensuring QCS remains a vital part of the local economy,” Kim says.

A passionate advocate for dementia care, Kim believes that dementia is too often framed in a negative light. She has worked tirelessly to shift perceptions, ensuring residents living with dementia are met with dignity, connection, and person-centred support.

“We focus on what people can do, not what they can’t,” she says. “Dementia isn’t just about challenges—it’s about opportunities to connect in new and meaningful ways.”

Her commitment to improving dementia care has been strengthened through QCS’s partnership with HammondCare’s Dementia Centre, which has provided extensive staff training and environmental design recommendations to ensure residents with dementia live in a safe, engaging, and supportive environment.

“Our work with HammondCare has really transformed how we approach dementia care,” Kim says. “The feedback we’ve received from them has been incredibly affirming, recognising our team’s dedication and progress.”

Aged care as a home, not just a facility

Under Kim’s leadership, QCS has redefined its identity, ensuring that it stays true to its mission: to provide an environment where older people feel at home, safe, and valued.

This vision was at the heart of QCS’s recent rebrand, which reflected the organisation’s commitment to person-centred care, stronger community ties, and a renewed focus on creating a homely atmosphere for its residents.

One of the most tangible expressions of this vision has been the revamp of the dining experience, ensuring that meals are not just nutritious but also a time for joy, independence, and connection.

The overhaul, which is being implemented in stages, has been developed in partnership with Dieticians from Focus on Function, the Dementia Centre, and the Maggie Beer Foundation, focusing on creating an inviting, comfortable dining environment while improving meal quality and resident choice.

“Our residents had direct input into redesigning the menu,” Kim explains. “We wanted them to feel like they were dining at home, with familiar foods, fresh ingredients, and meals that truly reflect their preferences.”

The transformation has been remarkable, with residents reporting higher satisfaction and engagement at mealtimes, and a recent audit of the program receiving outstanding results.

“We also have plans to revamp the outdoor space, though finding the funding for this has been a challenge, we are determined to improve our resident’s experiences and opportunities to get outdoors,” Kim said.

Looking ahead, Kim is determined to elevate QCS to a 5-star rating under the Aged Care Quality Indicator program (currently rated 4 stars). Her focus remains on strengthening community partnerships, enhancing service quality, and positioning QCS as both a leading aged care provider and a champion of regional workforce sustainability. Through these efforts, she aims to ensure QCS continues to be a trusted and respected part of Quirindi and the Liverpool Plains region.

“Aged care in regional Australia isn’t just about meeting standards,” she says. “It’s about ensuring our communities remain places where people can age with dignity, surrounded by familiar faces and places.”

Her leadership is proving that, with the right vision and determination, aged care facilities in regional Australia can be thriving, vibrant places – not just for residents, but for the entire community.

Originally published by Found Reggie here.