300% Increase in Family Engagement | 95% Drop in Communication Complaints | 100% Real-Time Access to Resident Activities

A Peaceful Care Home by the Beach

Tucked away in a quiet part of South Australia, this 80-bed residential care home in Adelaide has been offering quality care for decades. Known in the community for its strong values and compassionate staff, the home is surrounded by tall trees, gentle winds, and coastal views. The nearby beaches and cool breeze provide a calm, scenic backdrop where residents feel more at ease and connected with nature.

We spoke with Facility Manager Matthew Smith, resident Sarah Jones, and family member David Williams to hear how Centrim Life helped transform aged care communication and deepen emotional bonds.

Why Better Communication Was Critical in This Aged Care Home

Aged Care Communication Problems: What Wasn’t Working

Before Centrim Life came in, aged care communications issues were at its zenith. Staff tried their best, but updates about daily activities, menus, or outings often didn’t reach everyone in time. Some residents missed out. Others felt left out.

Families, too, were in the dark. They rarely got timely updates about what their loved ones were doing or how they were feeling. That left them anxious—and upset. More and more, the care home was hearing complaints about a lack of transparency, scattered planning, and emotional disconnect. Staff were doing double-duty just trying to keep people informed, but it often led to frustration on all sides. Without the right tools, even the best intentions weren’t enough.

“I’d be told there was a bingo game. But then no one showed up to take me. On another occasion, I found out about a special lunch only after it happened. It made me feel abandoned.”—Sarah Jones, Resident

Consequences of Poor Aged Care Communication: What It Did to People and the Place

Missed updates didn’t just mean missed events. They meant missed chances for residents to laugh, connect, or be part of something. That kind of isolation builds over time. It makes residents feel anxious and forgotten.

Families were stressed too. Not knowing what was going on day-to-day made them feel powerless. Some even felt guilty, like they weren’t doing enough.

The care home started hearing about it—online reviews, word-of-mouth, even within the community. Staff, already stretched thin, began feeling the pressure. Trying to calm upset family members while handling paperwork and phone calls left them worn out. Morale dropped. And slowly, trust in the care home declined.

“I’d ring up the care home to ask how Dad was doing, but no one could give me a clear answer. Most of the time, I couldn’t communicate with him since Dad needed help with it and the staff were always busy.  I felt helpless and honestly pretty angry. I just wanted to know he was okay.”— David Williams, Family Member

Why This Care Home Hesitated to Go Digital With Communication?

Initially, the manager and staff at the Adelaide-based care home were unsure about bringing in a tech-enabled communication platform like Centrim Life. They were worried about the challenges of adopting smart care solutions for aged care — would the team need heaps of training? Would residents or their families even want to use smart care solutions to stay in touch?

There was also the bigger question: could software really fix the emotional gap they were feeling, or would it just send another wave of generic updates?

They had a list of doubts:

• How can Centrim Life improve communication in aged care?
  
• What are the benefits of using communication software in care homes?
  
• What features should aged care communication software have?
  
• How does Centrim Life help reduce family anxiety in aged care?
  
• What is the best way to improve resident engagement in care homes?
  
• How can digital tools reduce loneliness and improve wellbeing in aged care residents?
  
• How does Centrim Life enhance transparency and trust in residential aged care?
  

“Honestly, I thought it’d be too complex, especially for the residents” admits Matthew Smith, Facility Manager. “I worried staff wouldn’t get on board, or that families wouldn’t bother to use it. But everyone loved using it from day one.”

How The Aged Care Home Improved Communication With Centrim Life?

They came across Centrim Life while browsing for better ways to stay connected with families. A free demo was available, so they gave it a go. What really stood out? How simple it was to use — and how it went beyond just sending real-time updates for families.

They picked the lifestyle and communication module as part of growing senior living technology in Australia, hoping to close the gap they felt between staff, residents, and families. With real-time updates on Centrim Life’s family portal, families no longer felt left out. They could access information about meals, health and daily activities. The residents got timely nudges about events and activities too, which helped boost participation.

A moment that stuck with the team was when they organised Mr. Brown’s surprise birthday. Staff set it all up in Centrim Life — notifications went to everyone (except Mr. Brown), the event was coordinated easily, and families got updates and photos. Even those far away felt like they were part of it.

Centrim Life made sure it worked well with their existing systems and gave the staff proper training to get started. Soon enough, this aged care home in Adelaide adopted Centrim Life..

Looking for the best aged care software in Adelaide? Centrim Life is trusted by care homes across Australia for secure messaging, real-time updates, and person-centred communication.

“We tried the demo and it just clicked,” remarks Matthew Smith. “It wasn’t about tech-enabled communication anymore — it was about making our residents feel more connected and care for.”

Clear Gains for Australian Aged Care Communication 

The care home didn’t have to wait long to see the difference. Once Centrim Life was rolled out, things magically fell into place. Staff, residents, and families could finally stay in sync—with real-time updates easing a lot of the stress and confusion that used to be part of daily care.

Family members could check in on loved ones anytime, from anywhere, which was a massive relief—especially for those living far away. No more guessing or worrying about how Mum or Dad was doing. This new visibility and secure messaging features helped build trust and gave families peace of mind. Residents felt more seen and heard too, thanks to video call facilities. They joined in more often, got excited about group activities, and built stronger friendships. 

One standout moment of Centrim Life’s assistive communication technology was Mr. Brown’s birthday—a full celebration with family watching live. That kind of thing wasn’t possible before.

For the care home, it ticked all the right boxes—better communication, stronger engagement, and happier residents. Staff noticed the shift too. Less time spent coordinating events or repeating updates meant more time for actual care. Morale went up. Complaints dropped. The mood lifted across the board. 

As part of its mission to enhance senior living technology in Australia and support seamless resident-family communication, Centrim Life continues to lead digital transformation in aged care. And if there was ever a hiccup? Centrim Life’s support team was there in a flash—quick replies, easy fixes, no chasing. 

“Families, residents, and staff are finally on the same page. It’s easier to plan things, share updates, and just stay connected. That’s made a huge difference for everyone,” says Matthew Smith.

What They’d Say to Others Considering the Switch 

The aged care team says they’re glad they made the move when they did. What stood out most was how quickly it helped residents feel more emotionally supported and how easily families adapted to it. The whole place feels more connected now—and that matters. Their advice? Don’t wait too long to upgrade your tools. Good communication supports the overall wellbeing of care home residents. You cannot afford to ignore it. 

“We wanted something simple that actually worked—and that’s why we picked Centrim Life. It felt right, and we haven’t looked back since. Centrim Life is definitely a shining example of digital transformation in aged care,” concludes Matthew Smith.

Want to experience one of the best communication software for aged care facilities in Australia? Try Centrim Life today. Book a free demo here.