11 Mergers in 18 Months: How Meals on Wheels Brisbane South Pulled It Off (and What We Can Learn)

Celine Nguyen, CFA
Nov 12, 2023
3 min read

Updated: 4 days ago

Care Sector M&A: Lessons from Meals on Wheels Brisbane South

The story of Brisbane South Meals on Wheels stands as a beacon for care sector organisations contemplating the daunting process of mergers and acquisitions (M&A). Their strategic amalgamation of 11 separate services not only positioned them as the third-largest Meals on Wheels service in Australia but also illustrated how M&A can amplify impact effectively.

The Journey of Amalgamation

The path to amalgamation is seldom a short one. For Brisbane South Meals on Wheels, the process was an 18-month marathon of planning, negotiating, and strategising before the official merger in October 2021. General Manager Monique Belousoff reflects on the intensive pre-negotiation efforts that laid the groundwork for a seamless transition. This serves as a potent reminder that successful amalgamation is less an event and more a meticulous journey.

Prioritising Financial and Human Resources

A critical part of the process involved centralising financial processes and implementing IT programs across all services. These initial steps set the stage for operational efficiency and a unified approach to service delivery. However, it wasn't just about systems; it was about people. Forming a new Committee of Management that represents local communities underscores the importance of maintaining a human touch, ensuring decisions are rooted in local needs and realities.

Cultural Integration: The Human Aspect

Aligning different work cultures into a cohesive whole is often the most daunting challenge in any amalgamation. Brisbane South Meals on Wheels addressed this by embracing the unique qualities of each service. This approach fostered an environment of inclusivity and respect, ensuring that the new organisation is enriched by its diversity.

The Slow and Steady Win

The strategic decision to approach the amalgamation at a "slow and steady" pace is a valuable takeaway for care sector organisations considering similar paths. Rapid changes can lead to cultural upheaval and service disruptions. By controlling the pace of change, Brisbane South Meals on Wheels maintained continuity in service and volunteer engagement, illustrating that patience is indeed a virtue in M&A.

Governance and Efficiency

Post-amalgamation, the organisation has seen remarkable improvements in governance and professionalism. With one funding agreement, one insurance policy, and one set of registration and reporting requirements, they replaced the previous eleven of each. This has led to significant cost savings and operational efficiencies.

Returning to Roots

The amalgamation has allowed committee members and volunteers to refocus on their original motivations for joining Meals on Wheels. Relieved from operational burdens, they can now concentrate on serving the community—crucial for reducing social isolation among clients and volunteers alike.

Lessons for Prospective M&A in the Care Sector

For care sector organisations eyeing M&A, the experience of Brisbane South Meals on Wheels offers invaluable lessons:

Preparation is Key
Ample time for planning and negotiation is crucial.
People Matter
Never underestimate the importance of integrating cultures and ensuring community representation.
Pace Yourself
Manage the rate of change to maintain service quality and organisational stability.
Focus on Governance
Streamlined governance structures significantly enhance operational efficiency.
Celebrate Milestones
Recognise achievements to bolster morale and culture during transitions.

Conclusion

The amalgamation journey of Brisbane South Meals on Wheels is a testament to the fact that with thorough planning, a people-focused approach, and strategic pacing, M&A in the care sector can enhance service delivery and strengthen community presence. As organisations look ahead, their progress serves as a learning model for others considering similar endeavors.

Source Acknowledgement: The insights and experiences shared in this blog post are derived from the webinar "Exploring Collaborative Partnerships for CHSP Providers Panel Discussion," organised by Sector Support and Development, Central Coast & Hunter (an initiative by the Commonwealth Department of Health to support and build the capacity of the Commonwealth Home Support Programme on the Central Coast, Newcastle, Lake Macquarie and Hunter.) Additionally, the annual report of Queensland Meals on Wheels for the financial year 2022 provided crucial data points and outcomes of the amalgamation.

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