NCN Health Residential Aged Care Information
Welcome
OUR VALUES
Respect Accountability Partnership
Value the rights, beliefs and choices of every individual
Take responsibility for our decisions and actions
Work together to create value in health
Thank you for your interest in NCN Health Residential Aged Care. Our friendly staff deliver excellent care in a welcoming environment. Our focus is to create a space where you feel at home and where your family and friends feel welcome to visit. Our team is dedicated to meeting your individual needs and supporting you and your family.
As a resident you will have access to a range of health and wellbeing programs and activities.
NCN Health Residential Aged Care employ qualified staff to assist with day to day living and ensure your care needs are met. We provide 24 hours access to nursing staff and a doctor, either in person or online via Victorian Virtual Emergency Department.
When you choose NCN Health
Residential Aged Care you have the choice of four fully accredited facilities across our three campuses in Nathalia, Cobram and Numurkah.
These facilities are; Banawah Nursing Home in Nathalia, Irvin House Residential Aged Care in Cobram,
the Numurkah Pioneers Memorial Lodge and Karinya Nursing Home, also located in Numurkah.
We understand that moving into aged care can be a difficult and emotional time for you and your family and we are here to help.
This information booklet is designed to give you an understanding of how our aged care services work, from the application and admission process, right through to settling into your new home.
Our values of Respect, Accountability and Partnership shape the foundation of our services and we look forward to working with you and your family to provide the best quality care.
Important Information Before Becoming a Resident
Entry Requirements
Aged Care Assessment
The first step in entering Residential Aged Care is to organise an assessment from the Aged Care Assessment Team. You can do this by contacting My Aged Care, either through the website: www.myagedcare.gov.au or by phone: 1800 200 422.
Asset and Income Assessment
Next, you will need to complete an Asset and Income form. This is an important form as it determines what fees and charges will apply to you when you come into aged care.
Meet the NCN Health Finance Team
Before you become a permanent resident, you will need to make an appointment to discuss the fees and charges with the NCN Health Finance Team, on 03 5862 0506.
When you are offered a place, an Agreement and other forms covering the conditions of occupancy, fees and charges and our commitment to quality care are prepared and signed by you, or your legal representative and an independent witness. These documents are signed prior to, or no later than, your admission date.
Banawah Nursing Home, Irvin House, Numurkah Pioneers Memorial Lodge and Karinya Nursing Home operate under the same auspices that control all aged care facilities operating in Australia under the Department of Social Services and are required to meet high standards of care.
Power of Attorney
Before admission into one of our residential aged care services you and your family should nominate an Enduring Power of Attorney and a Medical Enduring Power of Attorney.
It is very important that a Medical Treatment Decision Maker be nominated before the health status of an individual changes as this sometimes renders people ineligible from nominating the person of their choice, from acting on their behalf.
Power of Attorney fact sheets and forms are available on the Office of the Public Advocate website or by contacting their advice service on 1300 309 337 https://www.publicadvocate.vic.gov.au
Security of Tenure
Residents are free to move out of the residential aged care facility at any time, be it for reasons of relocating to another care environment or returning home to live with their family. A resident’s security of tenure is valid from their time of admission to their time of departure.
Social of Hospital Leave
All residents within the facility are able to take up to 52 nights of social leave without losing their right of occupancy. Where possible please speak to the Nurse Unit Manager at least two weeks in advance of the proposed leave period, to ensure that appropriate medication packaging can be arranged. This period of leave does not include time spent in hospital for any type of treatment. Fees must still be paid during hospital or social leave.
Absence
When leaving the premises, residents are asked to inform a staff member and document when they leave and return in the absence book For more information on costs of care see; Residential Aged Care – Your Financial Questions Answered - at the end of the booklet.
Our Responsibility To You (Quality and Safety)
Confidentiality and Privacy
All staff and volunteer staff are bound by a code of confidentiality regarding the care and management of the residents. Permission from the resident or their representative is obtained prior to the release of any information.
The staff shall not unlawfully or arbitrarily infringe upon the personal privacy of the resident in the resident’s personal space, personal records, personal possessions, personal relationships or personal communication. The staff shall use their best endeavours to ensure that third parties do not infringe upon the personal privacy of the resident.
The organisation shall not unlawfully or arbitrarily infringe upon the personal privacy of the resident, in the personal care of the resident, and information about the resident’s condition and care that is in the possession of the organisation shall be kept confidential by all staff.
Privacy Statement
In collecting, using, disclosing and handling your personal and health information, we comply with all applicable Commonwealth and State privacy legislation. This includes the Privacy Act, the Health Records Act, the Health Services Act and the Freedom of Information Act.
Wherever possible, we will obtain personal and health information from you. If it is not possible to obtain that information from you we may ask your representative, family members, close friends or another third party (such as a doctor) to provide the information.
Personal and health information we collect about you will be used for the following purposes;
Obtaining funding from the government
Instructing health care practitioners Adapting our services to suit your personal needs and to assist in planning and managing the facility.
These reasons for collecting information accord with the reasons allowed by the applicable Commonwealth and State legislation.
If we do not have your personal or health information, we may be unable to fully cater to your health or other personal requirements.
The information you give to us is kept in confidence. We may disclose your information to agents or contractors we engage. We may also disclose personal and health information to the Department of Social Services, health care practitioners, your representative, or any person or organisation authorised to obtain it.
If we disclose your information for any of the above reasons to another person or organisation, we will create a written record of the date of disclosure, the information disclosed, the body to whom the disclosure was made and the reason for the disclosure.
If you cannot give consent to disclosure of information to members of your family, we may disclose some of your information if:
It is necessary to provide you with appropriate health services; or is made for compassionate reasons; and It is limited to that information which is necessary for the health service or for the compassionate reasons; and
It is not contrary to any wish you have expressed that has not been withdrawn; and, In the case of a family member who is under the age of 18 years, where that person has sufficient maturity to receive the information.
The information we hold about you may be kept in electronic or paper form. We make all reasonable efforts to ensure that your information is accurate, complete and up to date. The information will be kept in a secure way to ensure there is no unauthorised use or disclosure. You or your representative may at any time request in writing access to the information stored about you. If we decide not to provide you or your representative with access to the information we will provide you with written reasons for our decision.
If you believe that the information we hold about you is inaccurate, incomplete, misleading or not up to date, you may request in writing that the information is corrected. If we decide not to correct the information we will provide you with written reasons for our decision.
CharterofAged CareRights
All people receiving Australian Government
Ihavetherightto:
1. safe and high-quality care and services;
2. be treated with dignity and respect;
3. have my identity, culture and diversity valued and supported;
4. live without abuse and neglect;
5. be informed about my care and services in a way I understand;
6. access all information about myself, including information about my rights, care and services;
7. have control over and make choices about my care, and personal and social life, including where choices involve personal risk;
8. have control over, and make decisions about, the personal aspects of my daily life, financial affairs and possessions;
9. my independence;
10. be listened to and understood;
11. have a person of my choice, including an aged care advocate, support me or speak on my behalf;
12. complain free from reprisal, and to have my complaints dealt with fairly and promptly;
13. personal privacy and to have my personal information protected;
14. exercise my rights without it adversely affecting the way I am treated.
Ifyouhaveconcernsabouttheagedcareyouarereceiving,youcan:
• talk to your aged care provider, in the first instance, • speak with an aged care advocate on 1800700600 or visit opan.com.au, for support to raise your concerns, or • contact the AgedCareQualityandSafety Commission on 1800951822or visit its website,
Elder Rights Australia
NCN Health Residential Aged Care supports the rights of their clients and patients, if you feel you need further information regarding your rights and responsibilities, you may contact Elder Rights Australia by phoning 1800 700 600.
You may also visit their website https://elderrights.org.au/ au or send an email admin@era.asn.au
Australian National Aged Care Classification Funding Model (An-ACC and Care Planning)
Each resident has a number of clinical and non clinical assessments carried out by nursing staff and/or health care professionals during the first 4 weeks after admission to the facility. These assessments are reviewed as per policies and procedures of NCN Health. The outcomes of the assessments are sent to the Commonwealth Department of Social Services and the facility receives funding to meet the care needs of the resident. On a threemonthly basis or as required, the nursing staff review the resident’s care plans, in consultation with the resident and/or a family member/ representative. Care Plans are continually reviewed to ensure that the residents receive the most appropriate care to meet their individual needs.
Advance Care Planning
When you become a permanent resident the nursing staff will discuss your wishes and your Advance Care Plan and Advanced Care Directive.
An Advance Care Plan can contain all your needs, values and preferences for your future care in terms of treatment in case of emergency or if your health deteriorates. This information is an important part of your end of life care.
An Advance Care Directive formalises your Advance Care Plan. The Directive should also nominate the details of a Medical Treatment Decision Maker. This is a person who you trust to make medical decisions on your behalf, if you are unable to do so.
Important Details
When you become a permanent resident with us, it is important that your details are up to date. if residents/families can bring up to date copies of Medicare, pension cards, Centerlink concession cards, private health insurance, ambulance cover and DVA cards to administration this would be greatly appreciated.
Emergency Management
Next of Kin
In the event of an emergency the residential aged care service will contact the nominated Next of Kin.
Nurse Call System
Each residential aged care service provides a nurse call system via a bed Call Bell and a personal Call Bell system for use when assistance is required; calls are monitored and responded to by nursing staff.
Fire Safety
In the event of a fire or other emergency, please follow the instructions from the fire warden on duty. On hearing the fire alarm, please proceed to the nearest assembly point. Staff are trained in fire/emergency procedures.
Ambulance and Resident Transport to Higher Care Facilities
In an emergency the residential aged care will organise transport to a hospital, there is no cost to the resident if they are a pensioner, part pensioner or holding a concession card.
Medical Appointment Transport
Residents who are unable to mobilise or require clinical monitoring may be eligible for assistance with transport to medical appointments. Where appropriate, the facility may help arrange suitable transport options
However, as assistance may not always be available, we ask that a family member or representative transport the resident where possible. We also encourage residents to apply for a Taxi Card to help cover transport costs. Please speak with staff for more information or support.
Falls Prevention
NCN Health Residential Aged Care has a Falls Prevention Program and all residents are risk assessed on admission. If a resident is at a moderate to high risk of falling, an Allied Health assessment is organised.
At times specialist equipment or aids may be required and advice regarding options and purchase of these will be discussed with the Resident and their family
Electronic National Residential Medication Chart (eNRMC)
The eNRMC is a digital system used in residential aged care to streamline medication management by replacing traditional paper-based charts. It supports electronic prescribing, centralises all medication records, improves communication between prescribers, pharmacists, and care staff, and enhances medication safety by reducing errors. The system also enables efficient PBS claiming, with medications billed directly to the resident or their representative.
Please note, in emergency situations, paper based medication charts are used. such as when a resident returns from Goulburn Valley Health on a weekend or when VVED are contacted and VVED doctors or Nurse practitioners may use a paper based interim medication chart.
At NCN Health Residential Aged Care, we use local pharmacies in each town, with medications administered through a Webster-pak single-dose system. Staff support residents in taking their medications as prescribed. Where appropriate, residents who are assessed as competent may selfadminister medications with staff assistance.
Safe Patient Handling
NCN Health Residential Aged Care are Safe Patient Handling facilities and as such staff will use specialised lifting equipment for the safe movement and transfer of residents as necessary. This ensures the safety of both staff and residents. All residents are assessed on admission, and subsequently as necessary, for the type of lifting equipment best suited to their individual needs. The assessment is carried out by trained ‘no lift’ staff. Mobility care plans are reviewed 3 - monthly or as need arises and as the residents needs alter, their suitability for equipment is assessed and the care plan altered accordingly.
Weights
The weight of a resident is monitored closely and a Dietitian is consulted if there are any concerns around weight loss or nutritional requirements. On permanent admission, referrals for review are sent to the Dietitian, Speech Pathologist and Physiotherapist and new referrals made where and when needed.
Infection Control
Visitors should perform regular hand hygiene, by washing or sanitising their hands. The use of alcohol-based handrub has been introduced across NCN Health Residential Aged Care. Alcohol based hand rubs have been shown to decrease infection rates and we encourage all visitors to use the products provided. The hand rub containers have been placed at various wash stations throughout the organisation. You should perform hand hygiene at the start of the visit and between any tasks you undertake to assist the resident.
NCN Health has an Infection Control Coordinator who oversees the training and processes of infection control throughout the Residential Aged Care services.
Dementia is a collection of symptoms caused by disorders affecting the brain and is not one specific disease. The early signs of dementia are very subtle and vague and may not be very obvious. Some of the common signs of Dementia include memory loss, confusion, unable to do daily tasks etc.
You can contact National Dementia
Helpline on 1800 100 500 if you have any questions regarding Dementia.
Suggestions, Comments and Complaints
Delirium is a serious disturbance in mental abilities that results in confused thinking and reduced awareness of the environment. It can be caused by many reasons including infection, fever, intoxication etc.
If you are concerned about yourself or your loved one showing any signs of dementia or delirium, you are welcome to talk to your nurse /treating doctor.
We encourage all residents and visitors to the facility to offer feedback. By receiving feedback, we are able to address issues or concerns to improve resident safety and service delivery within our organisation and also give positive feedback to staff.
Feedback can be given in the following ways;
By speaking directly to the Nurse Unit Manager or health professional in the relevant area. By using the ‘Feedback Hubs’ with QR Code available in most departments for your convenience. Input into these hubs can be anonymous and is emailed directly to the Unit Manager to follow up. Paper copies of the NCN Health Consumer Feedback form are available in each reception area. You can provide feedback directly on our website, on the Contact Us page.
All concerns expressed by residents and their family members are treated in the strictest confidence. All concerns will be investigated by the Nurse Unit Manager who will provide feedback on the complaint. If required, the complaint will be forwarded to the Chief Executive Officer, who will respond in writing.
If you are still unhappy with the outcome of the investigation you can contact the Complaints Resolution Scheme at Department of Social Services.
Aged Care Complaints Resolution Scheme
c/- Department of Social Services
GPO Box 9848, Melbourne, 3000 Free call 1800 951 822
Further independent assistance can be found by contacting;
Health Complaints Commissioner
T: 1300 582 113
Aged Care Quality & Safety Commission
Free call: 1800 951 822
Aged Care Food, Nutrition and Dining Hotline
Monday to Friday 1800 844 044
Rights Information & Advocacy Centre
T: (03) 5222 5499
NDIS Quality and Safeguards Commission
T: 1800 035 544
Disability Services Commissioner
T: 1300 728 187
General Information
Admission
We ask that a friend or relative accompany all new residents on admission to the residential aged care service. This provides additional moral support during relocation and assists us to clearly identify your needs and wishes. If it is not possible for someone to accompany you on the day of your admission, please ask someone close to you to visit shortly after admission.
Change of Address and Voting
Following admission, it is necessary that all relevant authorities be notified of your change of address, even if you still have a spouse living at home. This includes changing your address on the electoral role. It is the responsibility of the nominated Next Of Kin to notify the authorities of the change of address. Residents who wish to continue to vote may do so by post or by portable polling booths on voting day.
Next Of Kin Contact
We require the name, address and telephone numbers of three Next Of Kin (NOK) or representatives.
If there is any change in your condition or an emergency staff will contact the first nominated person. If this person can’t be reached staff will contact the second, then third person.
Our Staff
Our staff have been specifically chosen for their position to fulfil our purpose, promise and values and provide best quality care. Every member of the staff takes part in ongoing mandatory education to ensure best practice for all our care. All staff undertake a police check, Working With Children’s Check and NDIS Clearance prior to employment and these must be kept up to date during their employment.
Meals and Meal Times
All meals are freshly prepared onsite daily and environmental and nursing staff then serve the meal to the residents. A rotating menu is in place which is revised by the Environmental Services Manager, Dietitian, Nurse Unit Manager and residents. Resident preferences, religious and cultural needs are taken into consideration when the menu is being revised, and meals are devised accordingly.
Meal consistency for each resident is determined by a speech therapist.
Family and friends are welcome to have a meal with residents, a small charge will apply for this. It would be appreciated if anyone wishing to have a meal would let the staff know one day in advance.
Residents are very appreciative when friends and relatives bring in their favourite foods. NCN Health Residential Aged Care has a policy in place regarding food provided from an external source, and as such does not accept liability in respect of illness suffered by the resident as a result of consuming food prepared outside the facility. Please notify the Nurse Unit Manager or Nurse in Charge of any food being brought into the facility to ensure that it can be stored in the appropriate manner and listed in the Food Register.
Visitors
We encourage family and friends to visit residents as often as possible. The residential aged care is the home of our residents and open visiting hours are maintained. For security reasons, it is required that all visitors use the front entrance and sign in and out. Each resident is encouraged to choose their own settling and rising times, family and friends are asked to respect these times and tailor their visits to suit the resident.
Social interaction is very important to all residents. Visits and outings with family and friends are actively encouraged. Can’t visit? If you can’t attend the residential aged care in person, we have a number of ways to stay in touch. The residents have access to iPads for virtual contact like Facebook or zoom. You can also send messages, emails or phone your loved one for a chat.
Visitors Protocol
This is home for our residents. To ensure their comfort and safety we ask all visitors observe the following guidelines;
Respect the rights of all residents when visiting
Treat all residents with dignity and respect
Respect the resident’s right to freedom of speech
Notify the Nurse Unit Manager if they are bringing in alcohol, cigarettes or vapes to the Residential Aged Care Service
Please do not bring in food to residents with special dietary needs without first checking with the Nurse Unit Manager or Nurse in Charge
Visitors are not permitted to smoke/vape within the facility or on the grounds of an NCN Health Residential Aged Care facility.
Volunteers
NCN Health Residential Aged Care is very proud of its volunteering program. Volunteers make a difference to the everyday life of our residents and are part of our whole community approach to aged care.
Our residents have led full and active lives as members of the local community and our volunteers assist in keeping that connection strong. We encourage our volunteers to share a wide variety of skills and passions with our residents, giving them the opportunity to participate in new experiences or activities. A volunteer can provide that listening ear or friendly chat that makes all the difference.
Some of the Volunteer opportunities in Aged Care include:
Auxiliary Committees
Gardening bees
Mealtime Mates Program
Resident Life Stories Program
Resident activities and outings
Volunteer driving – taking residents to appointments.
If you are interested in getting involved in volunteering in the Residential Aged Care setting, we’d love to have you. You can contact NCN Health Volunteer Coordinator at volunteers@ncnhealth.org.au or go to the website for more information. https://ncnhealth.org.au.
Telephone
Residents can have a landline telephone in their room. Please inform the Nurse Unit Manager prior to admission if a telephone is required.
Newspapers
Each residential aged care facility receives the daily and local weekly newspapers. However, if a resident would like their own copy of the newspaper this can be arranged and delivered as requested.
A volunteer or staff member reads the paper once a day Monday to Friday at each Residential Aged Care Service.
All mail for residents should be addressed with the resident’s full name and aged care facility address.
Television, Radio and Electrical Appliances
All electrical appliances brought into the facility must not be used until they have been checked and tagged by maintenance staff. The appliances will then be checked annually. If a fault is detected in a resident’s personal appliance, then the cost of repair is the responsibility of the resident. Television is available in the main lounge, residents can also purchase a television for their own room. Please speak to the Nurse Unit Manager about the appropriate size screen.
Irvin House Cobram and Banawah
Nursing Home Nathalia provide TVs free of charge in each room. Personal recliner chairs may be brought in at the discretion of the Nurse Unit Manager after consultation with the Occupational Therapist.
Any furniture brought in, is the responsibility of the resident or their family to remove when it is no longer required. Due to Occupational Health and Safety Guidelines, we cannot accept donations of second hand furniture.
Smoking
Each Residential Aged Care Service has a designated smoking area located in the garden for residents who wish to continue to smoke. or vape. However, no lighters or matches are to be left on the premises. Resident’s cigarettes must be kept in the locked nurses’ station. Visitors are NOT PERMITTED to smoke or vape on the premises.
Alcohol
The consumption of alcohol by residents is not restricted unless it is contraindicated due to their medical condition, or it results in behaviours that cause distress to other residents. Residents can request a family member bring in a specific alcoholic drink. This will be stored by staff and available to the resident as requested.
Visitors are not permitted to consume alcohol on the premises unless it is part of a celebration or activity which the residents are participating in. Some alcohol is supplied by the residential aged care service for special celebrations and ‘happy hour’.
Valuables and Spending Money
We don’t recommend leaving valuables or large amounts of cash in your room and NCN Health
Residential Aged Care do not take responsibility for the loss of valuables or money brought into the facility. Despite all endeavours to maintain and promote a secure environment, residents and/or their family members who insist on leaving valuables in the facility do so at their own risk.
Residents often require some spending money (petty cash) for the purchase of small items for example; outings, hairdressing, personal shopping and personal items etc. This money is kept in the facility safe, and an official record is kept of all transactions. Staff will let the resident and family know when the balance drops below $20.
For more information see the Petty Cash information at the end of the booklet.
Birthdays and Special Occasions
Resident’s birthdays and special occasions can be made unique by relatives. If requested the kitchen staff will supply a birthday cake for afternoon tea for resident’s celebrating their birthday.
Pets
We recognise the need for residents to have contact with their pets. Pets may be brought into the residential aged care to visit after consultation with the Nurse Unit Manager. All pets must have their vaccinations up to date and be registered, pets are to remain on a lead.
Newsletters
Newsletters are given to the residents and sent to their families regularly, sharing stories, photos and news from each facility and highlighting any upcoming events. The newsletter is a great way to keep in touch with our resident’s families who may live out of town. Families and residents are encouraged to contribute to their newsletter.
Medical and Health Care Services
Nursing Care
NCN Health Residential Aged Care employ fully qualified staff to assist residents in their day to day living and ensure care needs are met 24 hours a day.
Medical Care and GP
There are GPs available to attend each residential aged care facility on a regular basis for consultation in the home. After hours emergency medical services shall be provided by the on-call GP or via telehealth with the Victorian Virtual Emergency Department. It is requested that any GP visiting the Residential Aged Care advises the Nurse Unit Manager of any change in medication or treatment ordered for the resident. When a resident requires hospitalisation, this will be arranged by the GP and/or Registered Nurse.
Physiotherapy
Referral for physiotherapy assessment is made following admission. Individual care planning is carried out depending on the needs and abilities of each resident.
Excludes intensive, long-term rehabilitation services required following (for example) serious illness or injury, surgery or trauma.
Occupational Therapist
An Occupational Therapist is available to assist with care needs of the residents. Referrals are made as necessary.
Podiatry
Podiatry is available to assist residents with foot care. Referrals are made as necessary.
Dietitian
A Registered Dietician is available for residents as needed. Referrals are made to ensure adequate nutritional intake.
Dental
Dental services are provided on site or by visiting dental specialists. Residents are also able to visit their own dentist. Residents may incur an out of pocket fee, however most residents will be eligible for public dental health which comes at minimal cost. Ask us for more information.
Speech Pathologist
A Speech Pathologist will attend the residential aged care facility when a resident requires assessment. If a resident is experiencing swallowing difficulties, it may be necessary to modify the presentation of meals and consistency of fluids. Environmental and nursing staff will, after consultation, adhere to the recommendations of a speech pathologist when providing a resident with food and fluids.
Optometry and Hearing
Optometry and hearing services can be sourced locally. Residents may incur an out of pocket fee. NCN Health also has mobile Optometrist, Dr Aeman Abdullah. With consent, this optometrist can see the resident within the nursing home and the appointment is bulk billed. Any specific equipment such a new eye glasses or eyeglasses repairs may incur a cost that will be discussed with residents/families prior.
External Appointment
If needed, a wheelchair fitted with a lap strap will be provided for transferring the resident from the car. Where a staff member is required to attend external appointments with a resident, a cost may be incurred.
Other Services
NCN Health offers a number of other services from visiting specialists, this includes mental health and counselling. Please ask for more information.
Where a resident needs to attend an appointment outside the residential aged care service, we ask a family member or friend arrange to accompany them. If this is not possible, a volunteer may be available to take the resident, or, depending on the circumstance ambulance transport may be arranged.
Lifestyle and Leisure
Activities
NCN Health Residential Aged Care provides a range of activities within its activities program. A monthly planner is provided to all the residents, this planner considers the individual interests and preferences of our residents. Shortly after admission one of our staff will talk about the resident’s leisure and living interests. Family members are invited to assist in the resident activities program. We recognise and celebrate community and special events at our facilities, for example, ANZAC Day, Australia Day, Mother’s Day and Father’s Day. We also organise a special Christmas Dinner just before Christmas Day and invite family to attend.
Lifestyle and Leisure
Lifestyle and Leisure Assistants are employed to arrange and promote activities. NCN Health Residential Aged Care provides a diverse range of activities within this program. A resident’s interests and preferences will be taken into account when the activities program is being compiled. Shortly after admission to the facility, the Lifestyle and Leisure Assistant will introduce themselves to the resident
and any family member present, and talk about interests and hobbies the resident enjoyed prior to admission. The Lifestyle and Leisure Assistants are supported by a strong cohort of volunteers who visit the facility.
Resident /Aged Care Consumer Group Meetings
Resident/Aged Care Consumer Group Meetings are an opportunity for residents and their families or representatives to get together to provide feedback on a wide range of topics including; meals, laundry and provision of care. Introducing and welcoming new staff members/residents/families is also part of the meeting as well as discussing upcoming events.
All residents and their family members are welcome to attend. The agenda and minutes of the previous meeting will be distributed and can be posted or emailed to families one week in advance of the meeting. Any person unable to attend is invited to contact the Nurse Unit Manager/Lifestyle and Leisure Assistant with any issues they require raised and discussed.
Visiting Groups
We enjoy regular visits from local schools and day care centres. We also encourage community groups such as the Men’s Shed to visit. These groups help foster a strong sense of community and connection for our residents.
Spiritual Needs/Religious Preferences
Residents are encouraged to maintain religious links after coming into the facility. For residents unable to attend external services, we can hold Church Services within the facilities. Communion is also made available. Please talk to our staff about your needs.
Hairdresser
A hairdresser visits the facility regularly and offers a variety of services, which includes cut or trim, setting, perm and colours. A list of prices and services is available on request. Hairdressing will be paid from resident’s petty cash unless prior specific arrangements have been made.
Toiletries
All residents will have toiletries supplied by the facility. Continence aids if required will be supplied by the facility. Any specialised or individual items will need to be purchased by the resident or family members.
Clothing
Residents are required to supply their own clothing. We have put together a suggested checklist of clothing based on our experience of resident’s needs, safety and ease of dressing. You can find the checklist at the end of the booklet.
Laundry
All clothing is laundered at no extra cost to the resident. Laundry staff will name tag all items of personal clothing brought into the facility.
All personal linen brought into the facility must be handed to the Nurse in Charge, so that labelling by laundry staff can take place. Any woollen items or dry clean only clothes will need to be taken care of by the resident’s family.
Choosing Your New Home
NCN Health Residential Aged Care offers the choice of 4 fully accredited facilities, across our three campuses in Nathalia, Cobram and Numurkah.
Banawah Nursing Home, Nathalia
Irvin House Residential Aged Care, Cobram
Numurkah Pioneers Memorial Lodge
Karinya Nursing Home, Numurkah
Banawah Nursing Home, Nathalia
Banawah Nursing Home is a 20-bed facility providing 24hour nursing care, delivered by qualified nursing staff to our residents with high care needs.
We offer a safe, supportive environment, respectful of individual rights whilst encouraging personal independence.
The extensive gardens offer the perfect place to enjoy a sunny day or relax with family or friends.
The facility features a variety of inviting spaces, including a communal dining room, cosy lounges, and quiet sitting areas where residents can relax or connect with others.
Banawah offers single rooms with ensuite facilities and is designed to feel like home - warm, welcoming and comfortable.
Office Hours
Our general office is open between 8.30am and 4.30pm from Monday to Friday, our receptionist can assist you with any needs.
For the convenience of residents and families we have a 9-seater bus for use by residents, which has wheelchair access. Families may use the bus to take their resident on outings at no charge, however bookings through the office are essential.
We often have visiting local musicians who entertain our residents regularly with small concerts. There is also a Planned Activity Group who gather weekly for in house activities or excursions.
Our Address and Contact Details
The following is the address of your new home, please use these details to update your mailing address and contact details.
Banawah Nursing Home 36-44 McDonell Street Nathalia, VIC 3638
T: (03) 5866 9444
Irvin House Residential Aged Care
Irvin House is a newly renovated 30- bed high care facility with large living, dining and activities area.
Our service includes; 30 beds for permanent residents with some respite availability, high care residential services and a palliative care room.
At Irvin House, we provide high-quality, person-centred care in a place our residents truly call home. We’re proud to maintain strong ties with the local community, with regular visits from schools, the senior citizens choir and other groups bringing joy and familiar faces through our doors.
A full and varied activities calendar, dedicated volunteers, and a compassionate team foster a warm, family-like environment where residents feel supported, connected, and valued every day.
At Irvin House, exceptional care and community go hand in hand.
Our Address and Contact Details
The following is the address of your new home, please use these details to update your mailing address and contact details.
Office Hours
Our general office is open Monday to Friday from 9.00 am – 2.30pm. Our receptionist can assist you with any needs.
Irvin House Residential Aged Care 1 O’Dwyer Ave, Cobram, Vic, 3644 T (03) 5871 0852
Numurkah Pioneers Memorial Lodge
Numurkah Pioneers Memorial Lodge (The Lodge) has 32 permanent residents, 2 respite beds and 2 transitional care beds for people who need support before going home after being in hospital.
The facility offers single rooms with a personal patio and a spacious communal courtyard. The Lodge is located on the grounds of NCN Health Numurkah, a short drive or a 10minute stroll into the centre of town.
Residents of The Lodge enjoy a vibrant and engaging lifestyle, supported by a busy calendar of social activities and community connections. Regular visits from local kindergartens, daycare centres, and school groups bring energy and joy to the home, while musical entertainers, church and community groups - such as craft circles, men’s morning teas, and the weekly Men’s Group - help create a strong sense of belonging and comaraderie. Scenic bus outings offer residents the chance to stay connected with the wider community.
Office Hours
Our general office is open between 8.30am and 5pm from Monday to Friday, our receptionist can assist you with any needs.
A dedicated team of enthusiastic volunteers of all ages plays a vital role in supporting activities and fostering meaningful connections.
Our Address and Contact Details
The following is the address of your new home, please use these details to update your mailing address and contact details.
Numurkah Pioneers Memorial Lodge 13 Katamatite Road, Numurkah, VIC 3636
PO Box 128, Numurkah, VIC 3636
T (03) 5862 0444
Karinya Nursing Home
Karinya is a modern, spacious 30 bed aged care facility located on the grounds of NCN Health Numurkah.
The facility is surrounded by wellmaintained gardens where residents can relax with family and friends.
Karinya Nursing Home is strongly connected to its local community, with ties that enrich daily life for residents. A committed group of staff and volunteers play an active role in supporting programs and building meaningful relationships. We enjoy visits from local groups and musicians bring joy and entertainment, helping create a welcoming, inclusive environment where residents feel valued and connected.
Office Hours
Our general office is open between 8.30am and 4.30pm from Monday to Friday, our receptionist can assist you with any needs.
Our Address and Contact Details
The following is the address of your new home, please use these details to update your mailing address and contact details.
Karinya Nursing Home 2 Katamatite Road, Numurkah, VIC 3636 PO Box 128, Numurkah, VIC 3636 T (03) 5862 0451
ALERT
Are you concerned about a recent change in your health or the health of your loved one?
CHECK TALK
Have you spoken to the nurse or doctor about this change? Have your concerns been followed up? Are you still concerned?
Ask to speak to the nurse in charge Or use the bedside phone to dial the Unit Manager
Residential Aged Care -
Your Financial Questions Answered
Aged Care Fees and Charges will change November 1, 2025 as per the new Aged Care Reform. Please contact us for more information, as the Aged Care information is still being released. These are some of the questions that we are regularly asked in regard to Aged Care:
Does everyone pay the same amount to come into a residential aged care facility?
The fees and charges are the same amount for everyone to come into care but the Government’s Asset and Income Assessment determines what the resident pays and what the government pays on the resident’s behalf.
Do I need to complete an Asset and Income Assessment?
Completing an Asset and Income Assessment advises the resident what Fees and Charges will apply to them when they come into care. If a resident does not have an Asset and Income Assessment then they will be required to pay the highest amount as the organisation does not get any funding until an Asset and Income Assessment is submitted to the Department.
If I don’t have an Asset and Income Assessment, can I still be admitted into an aged care facility?
If a resident does not have An Asset and Income Assessment they can come into care but they are charged at the highest rate until the Assessment is received back. When the Asset and Income Assessment is received back then the amounts are amended and credited back from DATE OF ADMISSION.
Do I need a meeting with the finance department?
Anyone who comes into care must have a meeting with a Finance Officer so they understand the fees and charges that will apply to them before they come into care. NCN Health recommends everyone seek independent financial advice before they come into care as everyone’s financial situation is different and the options available for payment might not suit everyone.
What financial documents do I need to sign?
Everyone that comes into care must have a Residential Aged Care Agreement signed by them or their Power of Attorney before they are admitted into care.
This document is a requirement under the Aged Care Act. This document covers the resident and the organisation. We can supply a draft Residential Aged Care Agreement if requested.
Do I need to pay a deposit to come into care?
Depending on the outcome of the Asset and Income Assessment a resident may have an Accommodation Payment to pay however there are different options in how this can be paid. The Accommodation Payment can be paid as a Refundable Accommodation Deposit (RAD), a Daily Accommodation Payment (DAP) calculated on interest rate, or a combination of both A draw down on a deposit is also an option.
Are there any provisions for financial hardship?
If a resident believes they will face financial hardship in paying aged care costs, the resident can ask to be considered for financial hardship assistance. Finance has forms that can be completed by the resident for them to send to the Department of Human Services.
WE ARE HERE TO HELP
If anyone has any queries or knows anybody in the community that requires help with residential fees and charges please give us a call.
Finance Team
P (03) 5862 0506
Petty Cash
NCN Health has a commitment to ensure that we meet appropriate standards for the handling of petty cash funds throughout our organisation whilst providing a convenient service to residents who wish to have some cash for incidental costs.
Residents are strongly urged to minimise the amount of cash held on their person by depositing excess in safe keeping with NCN Health. Petty cash held on behalf of the resident can be drawn on with resident/family permission for the hairdresser, outings and also accessed by residents for shopping etc
Family members may deposit petty cash for the resident during office hours at reception; however, we cannot offer an after-hours service.
The preferred method of payment is a direct deposit into our account, which has been setup specifically for resident petty cash, using a deposit book which is supplied. This will identify who the petty cash deposit belongs to
Families of residents may also deposit directly into the account via Internet Banking. The account details and account number are noted on the deposit book.
If a resident wishes to withdraw money from their petty cash account they may do so by either withdrawing at the health service front reception or advising a staff member directly during office hours.
The resident will fill out a form and the money will be handed to the resident as soon as possible but no later than that afternoon.
Each month the resident/family will receive a statement of the residents petty cash balance
Clothing Checklist
The following checklist is a suggestion only and indicates minimum quantities which vary depending on resident’s needs and preferences.
8 each of appropriately loose fitting:
Underpants
Singlets
Socks
Petticoats or bra (if worn)
8 complete changes of clothing i.e.:
8 dresses
8 tops
8 bottoms
Tracksuits are preferred for men, to allow for ease of dressing and uncomplicated use of toilets
Elasticised leg bands also eliminate the need for hemming.
Loose fitting shirts and blouses made of stretch materials also allow for ease of dressing Polo shirts with some front buttoning are usually preferred by men, while front buttoning blouses prove popular with women.
Jackets and cardigans are usually more manageable than jumpers Woollens cannot be laundered in the facility. Acrylics or acrylic/polyester based tops are generally better choices.
4 each or/either:
Pyjamas
Night shirts or night dresses in stretch fabric
Other Items
1 dressing gown, plus spare if possible
1 sun hat
1 dozen handkerchiefs
Nail clippers
Comb/hairbrush
Scarf, gloves and warm hat for winter outings
It is important that shoes promote safety of residents when walking and flat, lace up, correctly fitted shoes are preferable
Slippers that close with velcro and come up high around the ankle are preferred to slip on varieties which often prove hazardous and are easily removed or fall off
Ezifit Mobile Fashion Company makes modified clothing and footwear for ease of dressing. Ezifit are an Albury based company. For details please see Nurse Unit Manager
Nathalia Campus
36-44 McDonell Street
Nathalia, VIC 3638
T: (03) 5866 9444
Cobram Campus
24 – 32 Broadway St, Cobram, Vic, 3644
T (03) 5871 0852
Numurkah Campus
2 Katamatite - Nathalia Road, Numurkah, VIC 3636
PO Box 128, Numurkah, VIC 3636
T (03) 5862 0444
E ncnhealth@ncnhealth.org.au