Aged Care RatingsAustralia

The Heights Donvale

39-41 Mitcham Road, Donvale VIC 3111

94 beds TLC Melbourne Pty Ltd Medium home Private for Profit
Government rating
3 of 5 stars Acceptable
86% Residents' survey score Our figure — the average of 12 questions

Ranked 108 of 136 in Eastern Metro

At a glance, from the figures

  • Delivered 219 care minutes per resident per day against a target of 223 — 4 minutes below.
  • 86% of residents' survey answers were positive.
  • The lowest-scoring answer was "I like the food here", at 53%.
  • No regulatory action recorded against this home.

The five ratings

Four measures make up the overall rating. The i beside each one explains what it covers.

Overall OverallOne rating combining the four below. Residents’ experience counts for about a third, compliance a little under a third, then staffing and quality measures. Acceptable
Residents’ experience Residents’ experienceFrom face-to-face interviews with a sample of residents, who answer twelve questions about daily life in the home. Acceptable
Compliance ComplianceSet by the Aged Care Quality and Safety Commission from regulatory decisions and audit findings, and updated as things change. A 1 or 2 here caps the overall rating at that level. Excellent
Staffing StaffingCompares the care minutes per resident per day the home delivered against the target set for that home, including registered nurse minutes. Significant improvement needed
Quality measures Quality measuresSeven clinical indicators the home reports each quarter — falls, pressure injuries, weight loss, restrictive practices and medication use. Good
Scale 1 · Significant improvement needed2 · Improvement needed3 · Acceptable4 · Good5 · Excellent

Why the ratings are broken out

Most homes land in much the same place on the overall star: 69% hold four, and none holds fewer than three. The four measures above, and the detail below, are where homes actually differ from one another.

Staffing

Every home has a target for care minutes per resident per day, set for that home. This is what it reported delivering.

Total care minutes per day 219 target 223 -4 min
Registered nurse minutes 41 target 45 -4 min

What residents said

An independent surveyor interviewed residents here face to face in 2025. These are the shares who answered "always" or "most of the time" — 86% across all 12 questions.

Staff treat me with respect 88%
I feel safe here 100%
Staff are kind and caring 94%
I get the care I need 94%
Staff know what they are doing 95%
Staff follow up when I raise things 83%
Staff explain things to me 82%
I have a say in my daily activities 95%
I am encouraged to do things for myself 88%
This place is well run 83%
This place feels like home 82%
I like the food here 53%

The lowest-scoring answer is marked, because it is usually the one worth asking about on a visit.

Clinical quality measures

The share of residents affected, as the home reports each quarter. Lower is better on all of these.

Pressure injuries0%
Restrictive practices26%
Unplanned weight loss6%
Falls19%
Major injury from a fall0%
Polypharmacy27%
Antipsychotic medication12%

Compliance

The Aged Care Quality and Safety Commission checks homes against the Quality Standards and sets this rating, updating it as things change.

Compliance rating Excellent

The extract records no regulatory action against this home.

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