The February 2025 floods brought widespread devastation across North Queensland, affecting over 500 homes and businesses from Townsville to Tully.

In Ingham, entire streets were submerged, power was lost for over a week, and essential services were severely disrupted. 

Yet, despite the immense challenges, staff at Magdalene Villa, Palms Aged Care, and Bluehaven Lodge worked tirelessly alongside key stakeholders – including Northern Queensland PHN, Department of Health and Aged Care, GPs, pharmacies, local council, and the broader community – to safeguard their residents. 

Bluehaven Lodge: A team’s extraordinary commitment 

For Bluehaven Lodge, the flooding crisis unfolded with a level of intensity and endurance that tested every team member’s resilience. 

Residential Service Manager Theresa Bott, just six weeks into her role, led a comprehensive disaster preparedness effort as early warnings of catastrophic flooding emerged. 

“When the Friday came around, the team were ready,” Theresa recalled. 

“We knew most staff would be cut off from the facility, so we called on everyone we could. Sixteen staff answered that call, moving in for as long as needed.” 

Among them was Registered Nurse Catherine, who arrived for her first shift that day and immediately committed to staying on-site. 

Hospitality officer Isabel summed up the team’s spirit when, upon being asked to move in, she simply responded, "Give me 10 minutes to finish my dinner, and I’ll be there."

As floodwaters lapped at the doors and staff and supplies had to be airlifted in by helicopter, Bluehaven Lodge continued to provide uninterrupted care to its residents. 

Staff worked double shifts, adapted to limited resources, and even assisted in unexpected ways – rescuing wallabies and ducks, saving cattle from wild dogs, and coordinating emergency medical transfers by boat. 

“In amongst our own significant devastation and personal loss, my staff just kept coming back, kept smiling, and kept delivering the exceptional standard of care we have all come to love and expect at Bluehaven,” Theresa said. 

Even eight weeks into the crisis, staff continued to stay on-site as flooding persisted, with new team members stepping up to ensure continuity of care. 

“This wet season seems far from over, but our team’s dedication remains unwavering,” Theresa said. 

Ozcare Magdalene Villa: Overcoming isolation with unwavering dedication 

For Magdalene Villa, located in Trebonne, the flood’s impact was immediate and severe, with rising waters cutting off Trebonne Road, stranding staff and making access impossible. 

Facility and Clinical Care Manager Rose Thomson recalled how a core team of Registered Nurses (RNs), care staff, and hospitality workers went above and beyond, working 12-hour and double shifts to maintain care. 

“With no way in or out, we had to act quickly,” Rose said. “Our management team coordinated remotely to arrange emergency staffing.” 

With support from Ozcare’s head office, two staff members were flown in by helicopter to relieve exhausted workers, while a surge team arrived the next day to provide much-needed reinforcements. 

Meanwhile, the local council facilitated critical deliveries, including food, medications, and even sandbags to help protect the facility. 

One of the biggest hurdles was managing a concurrent COVID-19 outbreak among residents. With pharmacies and GP clinics closed, obtaining antiviral medications proved difficult. 

However, a rapid response from Ozcare’s regional management and local healthcare partners saw vital supplies choppered in from Townsville University Hospital. 

“Thankfully, no residents became seriously ill,” Rose said. “We managed their care on-site with hydration, monitoring, and fever management. 

“The dedication of our new overseas-trained RNs and the entire team was truly remarkable.” 

Rose also highlighted the crucial support provided by NQPHN during the crisis. 

“Our head office arranged surge staff to be deployed through NQPHN to support us with staffing. NQPHN were also proactive in conducting regular wellbeing checks.” 

Churches of Christ Palms Aged Care: Community spirit in action 

Just a few kilometres away, Palms Aged Care managed to shelter in place, but the situation was far from easy. 

Service Manager Fiona Gilberto described the experience as tense but well-handled. 

“The water came up high but never crossed the road,” she said. “Our residents were understandably anxious, but they remained incredibly calm.” 

Ensuring continued power supply was a priority, with staff carefully managing fuel reserves for the facility’s generator. 

Drinking water remained secure, and food stocks held up thanks to the kitchen team’s efforts. 

“We had some staff on site who worked incredibly long hours,” Fiona said. 

“Even though they were worried about their own homes and families, they stayed focused on our residents.” 

Communication proved to be one of the biggest challenges, with mobile and internet service outages limiting contact with external providers. However, the community rallied to bridge the gaps. 

Local GP practices provided on-site visits for urgent medical issues, while a dedicated pharmacist from Terry White Ingham went above and beyond – crossing a train bridge on foot to retrieve essential medications before delivering them personally to the facility. 

“We were incredibly fortunate to have a surge workforce arrive, but they had to wait in Townsville for two nights before a helicopter could bring them in,” Fiona said. 

“That experience has really shaped how we plan for future emergencies.”

Collaboration, resilience, and lessons for the future 

All three facilities credit their ability to weather the crisis to strong partnerships with NQPHN, local health services, council, and their own dedicated staff. 

NQPHN played a key coordination role, ensuring vital medical supplies reached those in need, while local businesses and volunteers stepped in to support. 

For Rose, Fiona, and Theresa, the experience underscored the importance of disaster preparedness. 

Magdalene Villa has since reinforced its staffing contingency plans, Palms Aged Care is enhancing its emergency supply inventory, and Bluehaven Lodge continues to adapt as floodwaters persist. 

“You never really know what you need until you’re facing an evacuation scenario,” Fiona reflected. 

“We’ve learned a lot, and we’re so grateful to everyone who helped us through.” 

In a time of crisis, the response from Ingham’s aged care facilities demonstrated the power of teamwork, community, and unwavering commitment to those who needed it most.