How Mildred Symons House - a residential aged care home in Sutherland Shire provides safety and care
When you start looking into residential aged care — whether for yourself or someone you love — one of the most important things is finding a home with compassionate and dedicated staff. It’s essential you feel confident that the people providing care are skilled, respectful and genuinely kind. Knowing you, or a loved one, will be safe and that your days will be filled with connection, joy and love.
So how do you choose a home with caring staff? What qualities really make a difference? Here we show five key things to consider, demonstrated by the way care is provided every day at Mildred Symons House in Jannali in the Sutherland Shire.
1. Trustworthy, professional and present
When Annette first started noticing changes in her husband Bill, like forgetting things and withdrawing from the hobbies he used to love, she did everything she could to care for him at home. But over time, it became clear he needed more support than she could give on her own.
That sense of reliability is something Mildred Symons resident, Jacqueline also talks about. For her, it’s knowing that if she needs something, help is always close by. “They can’t do enough for you, the nursing staff. You ring a buzzer and there they are. ‘How can I help you? Do you need help?’ It's a great support unit. They provide everything,” she says.
Nolan has noticed the same thing. He says, “The staff here are absolutely wonderful… they all know everybody by name… there’s lots of friendliness, and a lot of times we bond with the staff. Nothing seems to be a problem to them.”
That sense of professionalism, presence and care shines through in the way staff talk about their work too. Yuba says what keeps him going is simple. “Every day I look forward to coming to work. Maybe it’s not a big thing, but when I go and provide the care and I receive a thank you with a smile… that’s the point of coming every day.”
This is what families see when they walk through the door. At Mildred Symons House, residents are cared for by people who love what they do, and genuinely want to help.
2. Compassionate, person-centred care
At Mildred Symons House, compassionate care means treating each person with kindness, respect and patience. It’s part of every interaction and how staff respond to residents, no matter the situation.
Annette, whose husband Bill lives at the home, sees this care in the way staff support residents living with dementia. “They never get angry with them, never impatient… The way they handle the dementia {residents} is just beautiful,” she says.
Everyone is treated with care and understanding. The staff take the time to get to know each person and respond in ways that are respectful and thoughtful. Compassion is shown not only through actions, but through relationships built on trust and presence.
Person-centred care, part of Anglicare’s unique Rhythm of Life approach, sits at the heart of it all. Each resident is supported to live in a way that honours who they are, what they value, and how they want to spend each day.
At Mildred Symons House, this shows up in the small, meaningful ways the staff choose to connect. Yuba, the Care Manager, makes time for these moments whenever he can. “I try my best to catch up with one of the residents and sit down and have a coffee with them and just to listen to their beautiful life story,” he says.
This presence and care, rooted in listening and genuine interest, helps residents feel seen, valued and supported. And families notice it too. They feel reassured knowing their loved one is cared for by people who truly care.
3. A strong sense of safety and security
Moving into residential aged care is a big change, both for residents and families. It means leaving familiar surroundings and putting trust in new people. That’s why feeling safe, both physically and emotionally, matters so deeply.
At Mildred Symons House, safety is felt across all areas of life. From the staff, to the home, to how residents are spoken to and supported, there is both consistency and reliability. Residents and families know what to expect, and they know they’re not alone.
Nolan, a resident at Mildred Symons House, says “I feel safe here. And I don’t have to worry about anything,” he says.
Families often speak about the relief that comes with seeing their loved one cared for in a loving way. For Annette, it was something she felt early on. “The staff and the residents, they just looked happy… It’s a big responsibility letting go of your husband. But I felt … [at Mildred Symons House, Bill] would be okay.”
Annette also notices care in the small but important things too, like the way Bill’s room is always tidy, the meals thoughtfully prepared, and the way staff pay attention to how he is each day. “Every time I go into his room the area is spotless… the meals are very nutritious… I can go home knowing Bill’s got that warmth and care around him that envelops him.”
For staff, safety also means helping residents adjust to a new environment and understand what support is available. Yuba explains how the team approaches those early days and checks in. “Sometimes it’s about supporting them in the transition… leaving their home and coming into a new environment. We support and encourage the residents… and try to maintain their independence as much as we can.”
4. Encouragement and support to stay engaged
At Mildred Symons House, residents are supported to keep doing the things they enjoy, and sometimes, even try something new. Whether it’s getting involved in activities, picking up an old hobby, or simply having a chat, staff are there to help people stay active and involved in a way that feels right for them.
Nolan is a good example. After a serious accident, he wasn’t sure what he’d be able to do with his hands. But with encouragement from the staff at Mildred Symons House, he gave colouring-in a go.
“Through the encouragement of the people here, I pushed myself... Now I enjoy life.”
“I couldn’t use my hands... Now my room is full of pictures.”
He’s proud of what he’s been able to do. And his story reflects something you see a lot at Mildred Symons House – people being supported to maintain independence and do the things they enjoy doing.
Yuba puts it simply: “We encourage the residents to live their best life by making sure to keep them independent.”
That support might look different for everyone. Sometimes it’s helping someone get involved in a group activity. Sometimes it’s a cup of coffee and a conversation. What matters is that residents are given space to do the things that matter to them, with people around who believe in them.
5. Clear communication and transparency
One of the things people often notice at Mildred Symons House is how well the staff communicate. Annette says she always feels informed. If something changes, she is kept updated. “They call me to update me on his health… They always keep me in the loop,” she says.
Clear communication also means being heard. Jacqueline appreciates this at meal time, where the staff check in, ask questions, and make sure she has a choice. “The chef comes around and asks if your meal is okay. We get a menu… we can choose what we want,” she says.
Yuba says communication and listening is especially important when someone is new to the home. He and his team take the time to understand how each person is feeling and what support they might need as they settle in.
“They’re leaving their home and coming into a different environment. [So] we support them in the transition of care,” he says.
Residential aged care in the Sutherland Shire with heart
Choosing a residential aged care home can be overwhelming, but when you find a home with truly caring staff who take the time to know you, listen to you, and support you as a whole person, the difference can be profound.
At Mildred Symons House in the Sutherland Shire, care is a relationship built on compassion, trust and respect.
As Jacqueline says, “This home has got to be the best there is. I just can't say enough about it. If you asked me to go back home, the answer is no. I’m here to stay.”
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Information Pack: Mildred Symons House
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