Location: Melbourne, VIC.
Who is Ingrid? Ingrid is an empathetic, strong-willed leader in her field. She manages her own impairment while advocating for others. Her needs from a wellness centre are multifaceted, combining trauma-informed care, ADHD support, sensory-friendly environments, and flexible, holistic services that accommodate her high-stress job and personal health challenges.

Health Concerns: Ingrid has cognitive impairments, including PTSD (from past trauma) and ADHD, and is on the autism spectrum. She often experiences sensory overload, difficulty focusing, anxiety in social situations, and has challenges with emotional regulation.

Role: Ingrid ensures that The Salvation Army’s programs and services are inclusive and accessible, particularly for people experiencing homelessness. She is deeply empathetic, driven by her experiences and passion for making the world more inclusive.

Health and wellness goals: Ingrid's primary goals are to manage her cognitive and emotional health, ensuring she stays balanced and grounded despite her busy, high-stress job. She wants to work on reducing her PTSD symptoms, improving focus and executive function related to ADHD, and managing sensory overload.

She is looking to balance her professional responsibilities with self-care to continue to advocate for accessibility and inclusivity without burning out. Maintaining her physical health is also essential, as she believes a holistic approach to health includes both body and mind.

SERVICES NEEDED

i. Mental Health Support:
Trauma-informed Therapy: As someone with PTSD, Ingrid would benefit from regular sessions with a therapist who specialises in trauma recovery. She needs a calm, safe environment to process her emotions without feeling overwhelmed.

Mindfulness-based Stress Reduction (MBSR): A therapist who incorporates mindfulness practices could help Ingrid regulate her emotions and decrease anxiety, especially in overwhelming social or work environments.

ADHD Coaching: Ingrid could benefit from strategies to manage time, improve focus, and cope with impulsivity while balancing her job and personal life demands.

ii. Cognitive and Emotional Wellness:
Occupational Therapy (OT): OT sessions could focus on sensory integration, emotional regulation strategies, and organisation techniques, particularly for managing work tasks and overstimulation in busy environments.

Neurofeedback Therapy: This could help Ingrid train her brain to become more focused and calm, potentially helping with both ADHD and PTSD symptoms.

Cognitive Behavioural Therapy (CBT): Regular CBT sessions could help Ingrid challenge negative thought patterns related to trauma and ADHD and develop coping strategies for anxiety.

iii. Physical Health and Relaxation:
Reformer Pilates or Yoga: Ingrid would benefit from low-impact physical exercise incorporating mindfulness. Pilates and yoga can help reduce physical tension, improve focus, and offer sensory relaxation, which is vital for managing both her ADHD and PTSD.

Massage Therapy: Regular massages could help Ingrid manage physical symptoms of stress and anxiety, providing her with an outlet for relaxation.

Physiotherapy: If Ingrid experiences physical tension or issues related to sitting for long hours in a stressful job, physiotherapy would help address these concerns, primarily through stretching, posture correction, and relaxation techniques.

iv. Sensory-friendly and Cognitive Accessibility:
Sensory-friendly Environment: Ingrid would need a wellness centre that offers a calm, low-stimulation environment. This could include quiet waiting areas, natural lighting, and minimal noise or distractions.

Flexible Appointment Times: Given her ADHD, Ingrid might struggle with strict schedules, so having flexible booking and rescheduling options (via an intuitive online platform) would help her feel more in control of her health care.

Quiet Spaces for Therapy: Ingrid would need sensory-sensitive spaces where she could focus on her sessions without fear of being overwhelmed by noise, harsh lighting, or interruptions.

v. Holistic Approaches:
Dietitian/Nutritional Support: A dietitian could help Ingrid with meal planning that supports brain health and energy regulation, particularly for someone managing ADHD. Ingrid might also look into anti-inflammatory diets to help with overall mental and physical well-being.

Meditation and Mindfulness Workshops: Workshops or one-on-one training for mindfulness and meditation techniques could help her reduce anxiety, stay focused, and prevent burnout in her high-pressure role.

vi. Home Visits:
At-Home Services: Given her PTSD and potential for sensory overload, Ingrid might benefit from home visits for some of her therapies, especially on days when leaving the house feels too overwhelming.

Telehealth: For therapy sessions, Ingrid may prefer the flexibility of Telehealth on days when attending in person is too emotionally draining or when her schedule is hectic.

Location: Doncaster, Melbourne.
Meet Sam: Sam is a retired 59-year-old living with multiple sclerosis. His life is focused on managing his condition and maintaining his independence through regular physiotherapy and occupational therapy. Sam relies heavily on NDIS funding, but when that runs out, he needs affordable care options to continue his treatments. Sam seeks a calm, supportive environment where his physical and cognitive challenges are understood and his care is personalized. Flexibility in payment and access to home-based therapy is crucial to his well-being, and he appreciates practitioners who take a gentle, patient approach to his treatment.

Health Concerns: Sam’s primary goal is to maintain his independence and mobility for as long as possible while managing the symptoms of MS. He wants to improve his balance, coordination, and overall strength through physiotherapy. He also relies on occupational therapy to help adapt his home to make daily tasks easier and safer, which is essential to maintaining his independence. Sam is committed to cognitive health, working on memory exercises and seeking help managing fatigue to stay mentally sharp.

Funding: NDIS-funded for his physiotherapy and occupational therapy needs, but he often runs out of funding and has to cover costs himself, which is problematic on a limited, fixed income.

Health and wellness goals: Sam aims to maintain his independence as long as possible, managing his symptoms through regular physiotherapy and occupational therapy.

Needs: Physiotherapy and podiatry for injury treatment and prevention, dietetics to optimize nutrition for athletic performance, exercise physiology to maximise workout routines.

SERVICES NEEDED

i. Physical Health Support:
Physiotherapy: Regular sessions to maintain his muscle tone and improve balance, helping to manage MS-related weakness and coordination issues.

Occupational Therapy: In-clinic and at-home visits are needed to assess and modify his home environment, making it more accessible (e.g., grab bars and adaptive tools for daily living tasks).

Home Visits: On days when fatigue is overwhelming, Sam needs the option for at-home therapy sessions to continue his treatment without the physical strain of travelling.

ii. Cognitive Wellness:
Cognitive Support: Techniques and exercises to improve memory and executive function, helping him manage the cognitive impact of MS.

Sensory-Friendly Environments: Providing a calm, distraction-free environment for his therapy sessions is essential to prevent overstimulation and help him stay focused.

iii. Affordability and Accessibility:
Flexible Payment Plans: As Sam relies on government benefits and sometimes runs out of NDIS funding, affordable care and flexible payment plans are critical to ensure he can continue his treatments even when funds are low.

Easy-to-Use Digital Booking: An accessible online booking system with large fonts, voice navigation, and simple interfaces to help Sam easily manage his appointments.

iv. Holistic Care:
Fatigue Management: Guidance on managing fatigue through physiotherapy, pacing techniques, and possibly dietary advice to improve energy levels.

Supportive Practitioners: Sam values therapists who take the time to understand his condition and can offer clear, step-by-step support rather than rushing him through sessions.

PAIN POINTS & CHALLENGES

Overwhelming Sessions: Sam feels frustrated when therapy sessions are too fast-paced or he's given too many exercises to remember at once.

Lack of Affordable Options: When his NDIS funding runs out, Sam often struggles to pay for treatments, which can lead to gaps in his care.

Inaccessible Environments: He dislikes noisy or chaotic environments, making focusing on his therapy difficult.

Understanding and addressing pain points can significantly improve customer satisfaction and loyalty. Above are some of the potential pain points Sam might experience.

DESIRABLE SERVICES

At-home therapy options for days when he’s too fatigued to visit the clinic.

Accessible digital platforms that are easy to navigate for booking appointments and tracking his care.

Flexible, affordable payment options to allow Sam to continue his therapy even when NDIS funding is depleted.

A supportive, calming atmosphere where practitioners take time to guide him through exercises and treatments at a manageable pace.