From reactive to proactive: 7 maintenance questions every aged care leader should be asking

In aged care, maintenance is far more than fixing broken equipment or patching up wear and tear. It’s a critical pillar of resident safety, regulatory compliance, risk management, and enhancing the overall resident experience.

For boards of directors, asking the right questions about maintenance processes can transform maintenance from a reactive cost centre into a proactive strategic asset. By elevating maintenance to a boardroom priority, aged care leaders can ensure safer environments, better compliance, and improved operational efficiency.

Here are seven key questions every aged care board should ask to drive this shift:

1. What’s our current backlog of maintenance issues, and what’s the risk if we delay further?

A growing backlog of maintenance requests signals potential trouble. Delaying repairs can lead to safety incidents, reputational damage, or even unplanned facility shutdowns. For example, unresolved issues with critical systems like heating or nurse call systems can directly impact resident well-being.

Boards need clear visibility into outstanding requests and high-risk assets. By leveraging tools like MDFM’s Log-It app, facilities can track and prioritise maintenance issues in real time, ensuring risks are addressed promptly. Without this oversight, small problems can escalate into costly crises.

2. Do we have a preventative maintenance plan, or are we just fixing things when they break?

Reactive maintenance – waiting for something to break – can be costly and disruptive. A preventative maintenance plan, on the other hand, anticipates issues before they arise, reducing downtime and extending asset lifespans.

Importantly, preventative approaches align with the Aged Care Quality and Safety Commission’s expectations, particularly under Standard 5 (Organisation’s Service Environment), and directly contribute to resident safety. MDFM’s asset capture services, for instance, provide a detailed foundation for proactive maintenance by mapping out asset conditions and service schedules, helping facilities stay ahead of potential failures.

3. What’s our annual maintenance spend, and is it aligned with the actual lifecycle of our assets?

Understanding maintenance expenditure is critical for effective budgeting. Underinvestment can lead to asset deterioration, while overspending may indicate inefficiencies. Boards should ensure budgets align with an asset lifecycle model to reflect the true needs of the facility.

MDFM’s comprehensive asset capture process, which includes documenting brand, model, and maintenance-critical information including the age and condition of the asset, helps facilities plan budgets based on accurate data. This ensures resources are allocated effectively, avoiding surprises from unexpected repairs or replacements. Or wasting money on costly maintenance of assets that are imminently due for replacement.

4. Which of our assets are approaching end-of-life and need replacement planning?

Critical systems like lifts, air conditioning units, or nurse call systems don’t last forever. Boards must know which assets are nearing the end of their lifecycle to avoid sudden failures that disrupt operations or compromise safety.

A forward-looking capital works plan, informed by a robust asset register, is essential. MDFM’s asset capture services tag each item with a unique QR code or barcode, enabling facilities to track asset conditions and plan replacements proactively. This foresight prevents costly emergencies and ensures continuity of care.

5. Are we tracking maintenance performance with any KPIs?

Without clear metrics, boards can’t assess maintenance effectiveness. Simple key performance indicators (KPIs) like response times, resolution rates, or downtime incidents provide valuable insights without requiring micromanagement.

These metrics also enhance transparency in outsourced maintenance contracts, ensuring providers like MDFM deliver on their promises of accountability and efficiency. By integrating data from your Computerised Maintenance Management System, boards can monitor performance trends and make informed decisions to improve service delivery.

6. Are we capturing lessons learned from past maintenance issues or failures?

A culture of continuous improvement is vital for long-term success. Rather than assigning blame, boards should encourage learning from past maintenance issues through incident reviews, debriefs, or improvement logs

For example, recurring problems like blocked drains or faulty air conditioning, as identified through, can highlight systemic issues that need addressing. Identifying where maintenance issues escalated into bigger problems or emergency situations is essential to avoid this happening in the future. By fostering a proactive “can do” attitude, facilities can refine processes and prevent repeat issues.

7. Are our maintenance records audit-ready for the Aged Care Quality and Safety Commission?

Compliance with Standard 5 requires meticulous maintenance records that demonstrate traceability and accountability. Incomplete or disorganised records can lead to audit failures, risking penalties or reputational harm. Implementing a digital system managed by experts like MDFM ensures all maintenance activities are documented with photographs, service histories, and critical details, making audits smoother. Boards must confirm that their facility’s records are comprehensive and accessible, as this directly supports compliance and resident safety.

Moving forward: Elevating maintenance in aged care

Good governance in aged care starts with asking the right questions. By prioritising maintenance in boardroom discussions, leaders can shift from reactive firefighting to proactive planning, ensuring safer, more compliant, and efficient facilities.

If your current systems don’t provide clear answers to these seven questions, it’s a sign that your asset management processes need an upgrade. MDFM, Australia’s leading aged care maintenance specialist, offers tailored solutions like asset capture, strategic asset management consulting and the Log-It app to deliver transparency, compliance, and efficiency.

Contact MDFM today at mdfm.com.au/contact/ to elevate your maintenance strategy and create a safer, more comfortable environment for residents and staff.