Resident Information eldercare.net.au
2019 EDITION
To deliver peace of mind with our care. This is Eldercare’s commitment to you.
Eldercare is associated with the Uniting Church of Australia and is founded on the values of:
Respect
We protect the dignity, rights and values of individuals.
Accountability We are all responsible for working safely
and with integrity.
Connection
We develop vibrant and supportive relationships based on warmth and generosity.
Contents
Section One: Welcome A message from the Chief Executive
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Section Two: Your wellbeing
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Section Three: Your care
9
Moving into Eldercare
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Developing your care plan
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Understanding your mobility needs
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Advance care planning
9
Your Eldercare care team
10
The Site Operations Manager
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Clinical Care Managers (Registered Nurses)
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Clinical Leaders (Registered Nurses)
10
Clinical Staff
10
Personal Carers
10
Chaplains
10
Hospitality Services
10
Lifestyle
10
Volunteers
10
Property Services Officers
10
Medical and Allied Health Professionals
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Doctors
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Dentists
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Dieticians
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Allied Health Professionals
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Opticians
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Speech Pathologists
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Podiatrists
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Medications, alternative therapies and aids
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Medications
12
Non-prescription medications
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Alternative therapies
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Hearing aids
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Continence aids
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Other important information you should know
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Our commitment to a ‘physical restraint-free environment’
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Helping you in and out of vehicles
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Meeting your cultural and linguistic needs
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Section Four: Your bedroom
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Nurse call system
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Private telephone
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Electrical equipment
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Furniture
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Personal items
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Toiletries and talcum powder
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Therapeutic heating devices
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Clothing and accessories
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Laundry
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In-room refrigerators
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Section Five: Your lifestyle
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Meals
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Hairdresser
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Mobile library
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Newspapers and magazines
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Computers
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Bus trips
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Transport
17
Motorised wheelchairs and gophers
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Cleaning
17
Relatives and friends
17
Activities
18
Pets
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Visiting hours and security
18
Closed-circuit television cameras (CCTV)
18
Absences from Eldercare
19
Voting during elections
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Section Six: Your welfare and safety
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Fire safety procedures
20
Contents insurance and ambulance cover
20
Gifts and charitable collections
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Mandatory reporting
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Privacy
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Personal finances and trust accounts
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South Australian Civil and Administrative Tribunal and the Office of the Public Advocate
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Security of tenure
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Smoking
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Food safety
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Section Seven: Your feedback
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Why your feedback is important What does open disclosure mean? How to provide feedback or make a complaint Assistance from other services Resident meetings
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Section Eight: Your rights and responsibilities
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Charter of Care Recipients Rights and Responsibilities Residential Care
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Our commitment to diversity and safety
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Section Nine: Useful contacts
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Section Ten: Your notes
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SECTION ONE: Welcome
A message from the Chief Executive Welcome to Eldercare. We place residents at the heart of everything we do and understand that you, along with your family and friends, may have many questions about living at Eldercare. This guide has been created especially to help you with your transition into residential care. It outlines important information including valuable tips, policies and procedures in relation to your ongoing wellbeing and safety as well as introductions to staff who will assist you. I encourage you to read this guide and speak with your Site Operations Manager, Clinical Care Manager or Clinical Leader if you require any further information about the topics covered.
Eldercare’s care approach is guided by the three core values of respect, accountability and connection. What this means for you, as a resident at Eldercare, is that your dignity, rights and values are protected. You can take comfort in the sense of security that comes from knowing Eldercare employees are accountable for working safely and with integrity. You can also feel confident that the relationships you enjoy at Eldercare are founded on warmth and generosity so you feel supported. Thank you for choosing Eldercare where delivering peace of mind with our care is our top priority. Yours sincerely,
Jane Pickering
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SECTION TWO: Your wellbeing
Eldercare is committed to providing you with complete care. You and your family can have peace of mind knowing you made the right decision to choose Eldercare.
We offer: Continuity of care
Dementia support that works
A Clinical Leader, who is a senior Registered Nurse, will coordinate and closely supervise the care you receive from our experienced teams. You, or your representative, can approach your Clinical Leader at any time with questions you may have about your health and wellbeing. Enjoy the sense of security that comes from having a qualified health professional specifically assigned to coordinate your ongoing care needs.
Our award-winning Dementia Excellence Program enables you to live with meaning and purpose. We use a personalised approach including music, dance and pet therapy to help support your comfort and quality of life. We celebrate uniqueness and create connections. Our program is founded on the principle that small changes can make a big difference. We know our approach to dementia care is successful because our experience shows residents are happier and healthier.
Family partnerships
Peace of mind
We welcome the involvement of loved ones. Family members can choose to play an active role in your care by becoming Family Partnership Volunteers. Eldercare staff will teach your family a range of ‘hands on’ techniques to help with your daily care if you wish. A family partnership with Eldercare means you can benefit from enriched relationships and personalised care.
Quality palliative care
We respect your end-of-life wishes and preferences and will discuss them with you, and your representative, when you enter our care. By having the conversation early, we can plan your care, respond to your emotional and spiritual needs, help manage your grief and ensure you are comfortable and treated with dignity.
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Our care and support focuses on the Mind, Body and Spirit to ensure your health, happiness and wellbeing is the best it can be. Our Clinical, Allied Health, Lifestyle and Chaplaincy teams will combine their expertise to offer you person-centred care. You will be encouraged to be active and independent and we will work in partnership with you to meet your preferences, needs and goals.
Eldercare’s wellbeing approach encompasses:
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Mind
Body
Spirit
Working with you to create a culture that inspires hope, curiosity, accomplishment and a sense of personal wellbeing.
Supporting your wellness, activity and mobility along with comfort and dignity.
Nurturing a meaningful, purposeful life and encouraging connections which promote your sense of belonging and community.
SECTION THREE: Your care
Moving into Eldercare We understand that moving is a major change. You need to get to know us and we need to get to know you. To help us learn about each other, we will be having some important conversations in relation to:
Developing your care plan
Advance care planning
Eldercare staff will meet with you, and your representative, to discuss a range of different topics.
We are committed to respecting your wishes for end-of-life care. It is important that you, and your representative, meet with your designated Clinical Leader so we clearly understand what you want to have happen when it comes to:
We’ll focus on: • establishing your care needs • discovering what your interests are • finding out about your likes and dislikes • hearing about your life story • helping you live your best life
It is important that you, and your representative, tell us as much as you can about you and your life. By having this conversation when you move into Eldercare, we can create a unique care plan that is tailored to your specific needs and preferences. Our staff read these plans so they can deliver the best possible care to you. We will review your care plan at regular intervals and any changes will be made in consultation with you and your representative.
• emergency medical treatment • treatment of a deteriorating condition • palliative care if the need arises.
Our Chaplains are also available to support you, and your representative, and discuss your care preferences when you are approaching the end of your life. We understand that end-of-life care is not an easy issue to talk about but it is important to have the conversation. This way, your preferences are made known to your representative, and to us, so we can respond appropriately with the care and compassion you deserve.
Understanding your mobility needs One of our Allied Health professionals will meet with you to discuss your physical goals and needs. They will assess your abilities and develop a program to help optimise your independence.
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Your Eldercare care team You are supported by a team of Eldercare professionals including qualified clinical staff, experienced personal carers and skilled specialists. The staff members who can help you include:
The Site Operations Manager Your Site Operations Manager (SOM) is responsible for the day-to-day operation of your site. They oversee the management of staff and the delivery of care provided to you and all other residents.
Clinical Care Managers (Registered Nurses) The Clinical Care Managers ensure the delivery of high quality care and supervise the Clinical Leaders.
Clinical Leaders (Registered Nurses) Your Clinical Leader will work closely with you, and your representative, to coordinate your ongoing care needs.
Clinical Staff Experienced Registered and Enrolled Nurses help deliver the clinical care you require.
Personal Carers Our Personal Carers are responsible for the delivery of your individual care. They can assist with bathing and dressing if you require support.
Chaplains Every Eldercare site has a Chaplain to assist you and your family. Chaplains hold regular church services and offer support that respects your beliefs no matter which faith you follow. They can also facilitate your requests to have members of your own clergy visit you at Eldercare.
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You do not have to be religious to talk with our Chaplains. They are available so you can have meaningful conversations that support your spiritual and emotional wellbeing.
Hospitality Services The Hospitality Services team is responsible for ensuring the food preparation, cleaning and laundry services provided at Eldercare are of the highest standards.
Lifestyle Our Lifestyle team will support you to live your best life, to maintain connections to your community and to participate in roles, activities and relationships that have meaning to you. You can choose from a rich calendar of events in our Wellbeing Program including activities for fitness, fun, creativity and learning. They look forward to learning about you and your preferences.
Volunteers Eldercare has a vibrant volunteer program. Our volunteers generously offer their time, skills and passion to create more variety in your day and help you achieve your aspirations. They will do their best to match you with suitable volunteers to create authentic, valued relationships.
Property Services Officers Our Property Services Officers attend to dayto-day maintenance tasks around Eldercare.
Medical and Allied Health Professionals Doctors
Opticians
You are encouraged to retain your current doctor where possible to maintain consistency of care. You, or your representative, will need to check if your doctor consults at Eldercare. If your doctor does not visit Eldercare, we can provide you with a list of General Practitioners who do.
If you need to consult an optician about your eyesight, talk with your Clinical Leader or Registered Nurse on duty who can help make an appointment at Eldercare. Alternatively, you can arrange an appointment yourself if you prefer to see an optician in the community.
Dentists If you require a dentist, or dental technician, you can either arrange an appointment yourself or, alternatively, ask your Clinical Leader or Registered Nurse to help.
Dieticians Dieticians visit regularly. If your doctor would like you to see the dietician, your Clinical Leader will arrange an appointment.
Allied Health Professionals We offer a comprehensive Allied Health service and our team uses a ‘hands on’ approach to help relieve your body of any aches or pains. Our Allied Health team will encourage and enable you to be as independent as possible . A member of our team will work with you to maximise your mobility.
Speech Pathologists If you are experiencing communication or swallowing difficulties, a Speech Pathologist is available on a consultancy basis.
Podiatrists Podiatrists visit Eldercare regularly. Please speak with your Clinical Leader or Registered Nurse on duty if you are experiencing foot pain or problems and would like to make an appointment. It is important to remember that you will need to arrange your own transport to and from appointments in the community. Please refer to our Transport section on page 17 for more information.
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Medications, alternative therapies and aids Medications We have a contractual arrangement with a pharmacy who supplies medications to Eldercare. It is your responsibility to pay for your medication expenses. You, or your representative, can set up a direct debit arrangement with the pharmacy. Alternatively, you will be sent an account for payment every month. If you have any questions about your medication costs, please speak with the pharmacy provider. Eldercare works closely with you, your representative, our Clinical Pharmacist and your General Practitioner to ensure that only essential medications are prescribed. We know that taking multiple medications increases risk of falling, developing confusion, sedation and other side effects so we want to keep use to a minimum. All medications are administered by a Registered or Enrolled Nurse and they will endeavour to distribute them in a timely manner. However, as we administer most medications in ‘rounds’, you may receive them at different times than when you took them at home.
Non-prescription medications Non-prescription medications include vitamins, creams and herbal remedies as well as other over-the-counter purchases. If you wish to take non-prescription medications, it is important that you let your doctor and your
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Clinical Leader know to ensure you do not experience unwanted interactions with any prescription medications you may be taking – or any other negative side effects. Please note: It is also important that your representative speaks with your Clinical Leader first before bringing you any nonprescription medications.
Alternative therapies Alternative (i.e. complementary) therapies include treatments such as naturopathy, acupuncture and aromatherapy. Please talk with your Clinical Leader if you wish to book an alternative therapy treatment which we can help you arrange at your own cost.
Hearing aids If you are a pensioner, you may be eligible for hearing aid services through the Australian Government’s Hearing Services Program. Key contact details for the Hearing Services Program: Telephone: 1800 500 726 Email: hearing@health.gov.au
Continence aids Your comfort is important. When you move into Eldercare, one of our nursing staff will assess your needs to ensure you have the most appropriate continence aid if needed.
Other important information you should know Our commitment to a ‘physical restraint-free environment’ Eldercare is committed to providing a ‘physical restraint-free environment’ which is in line with best-practice guidelines. In the past, it was thought the use of restraints (e.g. bed rails) would minimise injuries resulting from falls. However, it has been shown that the use of physical restraint poses greater risks to resident safety. We have now implemented alternative falls prevention strategies across Eldercare. Please talk with your Clinical Leader if you have any questions.
Helping you in and out of vehicles It is important to be aware that Eldercare has a ‘no lift’ manual handling policy. This means employees have clear guidelines to follow in relation to what they can and can’t do when it comes to helping you in and out of vehicles. To protect your safety, and that of our staff, lifting and other transfer aids may be required.
Meeting your cultural and linguistic needs Eldercare welcomes residents from all cultural backgrounds. We will work together with you, and your representative, to recognise any specific cultural needs you may have. If required, we can also provide you with access to appropriate resources and interpreters. You may be charged a fee for these services.
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SECTION FOUR: Your bedroom
Nurse call system Your bedroom is equipped with a nurse call (i.e. call bell) system so you can request assistance whenever it is required. Your family and friends can also use the nurse call system to ask for help on your behalf. Personal nurse call pendants may also be available so you can call for assistance when you are not in your bedroom. Please talk with your Clinical Leader or Registered Nurse on duty to see if personal pendants are available.
Private telephone You can have a private telephone installed in your bedroom to make and receive calls. You will be responsible for costs associated with service connection and disconnection along with any calls made. Telephone service provision varies across Eldercare. At some sites, you will need to arrange your service through an external provider. At others, you can organise your private telephone service directly with Eldercare. Please talk with the Administration team for more information about the services available where you are living so you can stay connected with family and friends.
Electrical equipment In the interests of your safety, and that of other residents, please let staff know straight away if you bring any electrical equipment into Eldercare. Please note that double adaptors are not permitted for use. The Property Services Officer will ‘test and tag’ your equipment to ensure it is safe to use.
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Please speak with the Site Operations Manager if you require further clarification about the suitability of electrical items as some may pose a safety risk.
Furniture Your bedroom comes equipped with an electric bed, bedside cabinet, overway table and a chair. You are welcome to bring pictures, paintings and photographs to display and our Property Services Officers can assist with hanging them. You can also bring additional furniture provided your room is big enough. Please speak with the Site Operations Manager if you have any questions about furnishing your room. If your care needs change over time, we may need to talk about removing some items of furniture so we can deliver your care safely and effectively.
Personal items You are encouraged to bring personal belongings that are important to you. These items may include a radio, computer, hobby items, music and books. Your personal items are your responsibility so it is important that they are labelled where possible. Please refer to the electrical equipment guidelines on this page so you know what is safe to bring. Whilst you will be provided with a lockable drawer or cupboard in your bedroom, we do not encourage you to bring excessive amounts of money or treasured items such as jewellery as Eldercare does not take any responsibility for the loss of personal valuables or cash. We strongly recommend that you insure valuable items you wish to keep with you.
Toiletries and talcum powder You will be supplied with basic toiletries such as soap, a toothbrush, toothpaste, shampoo and toilet paper. Our pharmacy provider can assist with supplying and delivering other personal items you may require. Please speak with your Clinical Leader or Registered Nurse on duty for further information. We do not provide talcum powder and do not encourage its use because of the safety risk it can pose to you, and our staff, as it makes floors slippery.
Therapeutic heating devices In the interests of your safety, we do not allow the following therapeutic heating devices to be used at Eldercare: • Heat packs* • Hot water bottles • Electric blankets
Other electrical heating devices must be ‘tagged and tested’ by the Property Services Officers before they are brought into your room. Please speak with your Clinical Leader or Registered Nurse on duty for further information. *Hygroscopic beads such as ‘TheraBeads’ are suitable for use.
Clothing and accessories We understand how important it is to retain your individuality especially when it comes to your choice of clothing and accessories. Our staff will be happy to help you look your best. To help us keep track of your clothing, we provide a labelling service to ensure your items are not lost when you move into Eldercare. We recommend your clothes are also clearly labelled with a marking pen.
You have a wardrobe in your bedroom to keep your clothing, however, please be aware that space is limited. We recommend that your representative checks your wardrobe regularly to ensure your clothing is in good condition and to remove any items you may no longer need. It is your responsibility to ensure you have the clothing you require.
Laundry We offer a laundry service so you do not have to worry about taking care of your washing. There are some clothing items, such as woollen garments and delicate silks, which are not suitable for in-house laundering. We recommend that you have these items dry cleaned or laundered at your cost. Some Eldercare sites also have a laundrette which you are welcome to use if you prefer washing your clothes yourself. Please speak with the Clinical Leader if you have any questions about the laundry services offered. Whilst we will do our very best to take good care of your clothing, we are not responsible for replacing lost items.
In-room refrigerators If you have a small refrigerator in your room, there may be occasions where family or friends bring you food that requires chilling. In the interests of your health and safety, please ensure all food is either marked with an expiry date or labelled with the date it was placed in your refrigerator. Perishable food in your refrigerator may need to be discarded for your safety. Please speak with Eldercare staff for more information about our Donated Food Policy and for other tips about food safety.
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SECTION FIVE: Your lifestyle
Meals
Mobile library
All meals are prepared in our on-site kitchen so you can enjoy the freshest food possible. Breakfast, lunch and dinner are served daily and you can select your meals in advance from a varied menu. Morning and afternoon tea, as well as supper, is also provided. You are encouraged to dine in the company of other residents however you can choose to eat your meals in the privacy of your own room. Any special dietary requirements you may have will be fully catered for and meals are tailored to meet your specific care needs.
Mobile libraries regularly visit Eldercare with a selection of books and audio tapes you can borrow for your pleasure. We also have onsite libraries where you can enjoy large print books, games, CDs and DVDs. Please speak with the Lifestyle and Volunteer Coordinator for more information about these free services.
Family and friends are welcome to join you for meals. Their meals must be pre-booked and order forms can be obtained from the Administration team during office hours or from kitchen staff after hours. Meals for guests are charged at a low cost and payment is required in advance for catering purposes. If you have a special event or milestone you wish to celebrate with family and friends, Eldercare also has private areas available which can be reserved so you have an intimate space to mark memorable occasions.
Hairdresser Eldercare has on-site hairdressing services available for your convenience. Please speak with the Administration team to find out how to make appointments. You will be required to cover all costs for hairdressing services you access at Eldercare. You are welcome to keep using your preferred hairdresser in the community. If you choose to do this, please refer to the Transport section on page 17.
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Mail Please speak with the Administration team for information about sending and receiving personal mail and packages at Eldercare.
Newspapers and magazines You can arrange the order and delivery of magazines and newspapers by speaking with the Administration team. Publications ordered through Eldercare are to be paid for at your own expense.
Computers All Eldercare sites have shared computers with Internet access which you can use at any time. Please talk with the Administration team for more information.
Bus trips Eldercare regularly organises excursions for your enjoyment. Buses with specialised features, such as wheelchair lifters, may be arranged to transport you safely to and from destinations. You may be charged a fee for this service.
Transport
Motorised wheelchairs and gophers
From time to time, you may need to attend appointments in the community. It is important you arrange transport in advance as Eldercare employees are unable to drive or accompany you to appointments. Your transport options may include:
We will support you in maintaining your physical independence for as long as possible. To ensure your safety, and that of other people, it is important you observe Eldercare’s Use of Motorised Wheelchairs Procedure.
• Family and friends or representatives • Taxis or access cabs (i.e. access cabs have
capacity to transport mobility aids)
If you are living with a severe or permanent disability that requires you to have a mobility aid, and you can no longer use public transport safely by yourself, you can apply for subsidised taxi fares through the state government’s South Australian Transport Subsidy Scheme (SATSS). You may need to seek the help of your doctor or medical specialist to fill out your form. You can also apply for one free companion card through the SATSS so a family member or friend can accompany you when you travel. Visit www.sa.gov.au for more information about subsidised fares within South Australia and interstate and to download an application form. • Community transport services
Check with your local council to see if any community bus services are available in your area. Please speak with your Clinical Leader or Registered Nurse on duty if none of the transport options outlined above are accessible to you.
If you have a motorised wheelchair or gopher, the Allied Health team will work with you to ensure you can comfortably and safely use your equipment. Your needs may change whilst living at Eldercare so if you, or your representative, consider purchasing motorised mobility equipment, please speak with the Site Operations Manager to check that there is sufficient space to store your wheelchair or gopher. On the other hand, if you no longer need your motorised equipment, you may be asked to remove it to create space for other residents’ mobility aids. Maintaining your motorised wheelchair or gopher whilst you are living at Eldercare is your responsibility. You will also be responsible for covering any costs if your motorised equipment causes damage to Eldercare property.
Cleaning Cleanliness is important for good health. To ensure good hygiene is maintained, your room will be regularly cleaned by Hospitality Services staff. Keeping your room uncluttered will help staff clean it to the highest standards possible.
Relatives and friends We welcome the involvement of family and friends because we understand their support can enhance your wellbeing and quality of life at Eldercare. Family members are encouraged to play an active role in your care by becoming Family Partnership Volunteers. Your Site Operations Manager or Clinical Leader will be able to tell you more about the Family Partnership Volunteer Program.
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Activities You can enjoy a wide range of activities at Eldercare. When you move into Eldercare, we will talk with you, and your representative, about your personal interests and what you like doing. This valuable information will help your care team find an activity program that meets your needs. You can choose to participate in activities either individually or with other residents. The range of group activities offered varies across Eldercare and may include craft, gardening, dance and Men’s Group workshops. Speak with Eldercare staff for more information. To maintain your connection with the community, local schools, volunteers and other groups visit Eldercare. You are also welcome to continue your involvement in community activities and organisations with the support of your family and friends.
Whilst we understand your visitors want to spend as much time with you as possible, we request that they are patient whilst staff attend to your needs. We also ask that your visitors please keep noise to a minimum when visiting early in the morning or later in the evening. If members of your family wish to visit after hours, they will need to obtain their own access card from the Administration team to gain entry to the building. Important access card information: • Card use is monitored. • You will be asked to pay a small refundable
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Pets If pet ownership has been an important part of your life, we encourage you to maintain your love for animals. Whilst it is not possible to keep individual pets at Eldercare, family and friends are welcome to bring animals to visit you.
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Pets must be clean, free from parasites and skin problems, fully vaccinated and kept under control at all times.
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It is important to remember that not all residents may share your love for animals so please speak with your care team to discuss visiting arrangements. Eldercare reserves the right to request that family or friends do not bring their pet to site.
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Many Eldercare sites also enjoy visits from pet therapy volunteers. Your care team will be able to provide you with information about the days and times that volunteers visit with their pets.
Visiting hours and security Family and friends are welcome to visit you at any time. In the interests of protecting your dignity, there may be instances where we need to ask your visitors to allow you privacy so you can be assisted by Eldercare staff (e.g. leave your bedroom temporarily).
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deposit when you are issued with your card. The sharing of access cards with other family members is not permitted (i.e. each family member must be issued with their own card). Lost access cards must be reported immediately to an Eldercare staff member. A fee may be charged to reissue a lost card. Please do not write, put stickers on or hole-punch access cards. Please do not stick or write any identification details on cards (e.g. name or details of the Eldercare site the card has been issued for). Cards may be automatically disabled if they are not used regularly. Access cards need to be returned to the respective site when you are discharged from Eldercare.
Closed-circuit television cameras (CCTV) CCTV cameras are installed in various locations around our residential care sites including corridors, stairwells, entrances and exits, car parks, Memory Support Units, dining areas and shared living areas. Specific requests to install CCTV in your room must be made to the Chief Executive.
Requests will be considered on a case-by-case basis and must be for a specific purpose and only for a short time. Legal requirements must be met before CCTV cameras can be installed in your room. Please speak with your Site Operations Manager if you have any cause to believe that a CCTV camera is required in a private area.
Absences from Eldercare In the interests of your wellbeing and safety, it is important you let Eldercare staff know when you leave the site. The staff member you need to inform before leaving will depend on how long you’re going to be away from Eldercare. If you are going for a walk, attending an appointment or making a ‘day trip’ to visit family and friends: • Let an Eldercare staff member know that you
are heading out.
• Use the Resident Register to sign out when
you leave and sign back in when you return. Please speak with the Administration team to find out where the Resident Register is located.
If you are staying away overnight or for the weekend: • See your Clinical Leader or the Registered
Nurse on duty before your planned leave so they can provide you, or your representative, with any medications or care information you may require.
If you are planning a longer absence (i.e. one week or more): • Talk with your Clinical Leader and please
provide at least two weeks’ advance notice where possible. You will still need to pay your accommodation fees when taking leave.
Voting during elections When a state or federal election is held and voting opens, Eldercare will make arrangements for you to lodge your vote.
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SECTION SIX:
Your welfare and safety Fire safety procedures Eldercare has set procedures to follow in the event of a fire and/or emergency evacuation. If you find yourself in an emergency situation, please follow the directions given by staff for your own safety. Fire safety and evacuation drills are conducted at Eldercare to ensure staff are aware of the actions to take in the unlikely event of an emergency. You will find basic evacuation instructions on the back of your bedroom door.
Contents insurance and ambulance cover We encourage you to take out contents insurance as we do not accept responsibility for the loss or damage of your personal items whilst you are living at Eldercare. Ambulance cover is also strongly recommended. Cover can be purchased through a private health insurance provider and/or through the SA Ambulance Service. The levels of ambulance cover you can purchase vary so it is important you thoroughly consider your emergency and nonemergency transport needs to determine the right provider and level of insurance for you. Key contact details for the South Australian Ambulance Service: Telephone: 1300 136 272
Gifts and charitable collections We understand that you may form close bonds with some Eldercare staff and volunteers however we do not encourage them to accept gifts from either you or your representative.
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It is Eldercare policy that our staff and volunteers must decline all offers of money, jewellery and other expensive gifts. If you or your family are thankful for the care we have provided, we encourage you to make a donation to Eldercare. Learn more about making a donation at www.eldercare.net.au. We ask that you do not collect money or other items for any charitable organisations or appeals unless you have approval from the Site Operations Manager. Whilst we often support recognised community appeals, collections for individual people and causes may not be possible which is why it is important to talk with your Site Operations Manager first.
Mandatory reporting Current legislation requires Eldercare staff to report any incidence, suspicion or allegation of elder abuse. This includes abuse by staff, visitors and/or relatives. All Eldercare staff are aware of the mandatory reporting legislation and receive training to ensure your safety and wellbeing. Please talk with the Site Operations Manager if you would like to know more about the legislation. Key contact details for the South Australian Elder Abuse Prevention Phone Line: Telephone: 1800 372 310 (Monday to Friday)
Privacy Eldercare is required by law to comply with the Privacy Act 1988 and the subsequent Privacy Amendment (Enhancing Privacy Protection) Act 2012.
We will always respect your right to privacy however in order to properly meet your needs, we may need to request information that may be of a personal nature. We will only request information which will help us provide a more comprehensive care service to you. You may request access to your personal information at any time. We are happy to talk with you about our Privacy Policy if you would like it explained in more detail.
Personal finances and trust accounts We encourage you, as much as possible, to manage your own finances or have a representative assist you. For your added convenience, we provide a trust account service for residents. Small amounts of cash can be withdrawn from the Administration Office during opening hours. Certain bills can be paid from the trust account on your behalf such as monthly pharmacy and newsagent expenses, hairdresser services and group outing costs. The trust account must always be maintained in a credit balance and statements can be accessed online or upon request. Please note: the trust account is operated by an external provider and the conditions regarding the account may change from time to time.
South Australian Civil and Administrative Tribunal and the Office of the Public Advocate The South Australian Civil and Administrative Tribunal (SACAT) has replaced the previous Guardianship Board and can assist you in certain circumstances by ensuring the proper management of your affairs and giving consent to treatment where required. Referral to SACAT can be made by you, your family member, relative, friend or advocate. In exceptional circumstances, Eldercare may also initiate a referral on your behalf. Key contact details for the South Australian Civil and Administrative Tribunal (SACAT): Telephone: 1800 723 767 (free call) Email: sacat@sacat.sa.gov.au
In addition, the Office of the Public Advocate (OPA) is another service which can help by providing advice, assisting in finding alternatives to guardianship, advocacy, investigations and acting as guardian of last resort. Key contact details for the Office of the Public Advocate (OPA): Telephone: (08) 8342 8200 or 1800 066 969 (free call from country areas) Website: www.opa.sa.gov.au
Security of tenure You can feel secure knowing that your place at Eldercare is permanent. You and your representative will be consulted if there is a need to move you to another room. Eldercare understands that transitioning into residential care can be a challenging time and we will work with you, and your representative, to ensure your experience is a positive one. Please remember that displaying disrespectful behaviour towards staff, volunteers or other residents is not acceptable. In the event of any disrespectful behaviour taking place, Eldercare will work with you, and your representative, to investigate the reasons why it occurred and, if required, help source another aged care provider.
Smoking In the interests of health and safety, smoking is not permitted on Eldercare property. Please speak with your care team if you would like more information about our Smoke Free Workplace Policy.
Food safety As we age, we become more susceptible to food poisoning as our immune systems weaken. Please talk with staff about bringing food onto site that hasn’t been prepared by Eldercare. Food donated to residents, staff and volunteers must comply with our Donated Food Policy to ensure it is of a high standard and safe to eat.
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SECTION SEVEN: Your feedback
Why your feedback is important
What does open disclosure mean?
Eldercare takes a positive and proactive approach to helpful feedback. Every compliment, comment, suggestion and complaint you provide is an opportunity for us to review the service we offer and to strive for continuous improvement so that we can deliver peace of mind with our care. We are committed to effectively resolving any complaints you may have by practising open disclosure.
The elements of open disclosure include: • an apology or expression of regret • a factual description of what happened • an opportunity for you and/or your representative to explain their experience • an explanation of the steps being taken to manage the event and prevent recurrence.
How to provide feedback or make a complaint Please do not hesitate to speak with us if you have questions or feedback about living at Eldercare. We encourage you to follow our three step process if you have comments, complaints or compliments about any aspect of your care.
Step 1:
Share your feedback with your Clinical Leader or the Registered Nurse on duty. You may wish to complete one of our Feedback Forms or Thank You Cards which you will find at your site. All written and verbal comments are recorded and will be followed up. It may take some time to thoroughly investigate an issue but we will update you on the progress being made in relation to your feedback and the timeframes for providing a response.
Step 2:
If you haven’t received a satisfactory solution, please speak with your Site Operations Manager. If you remain dissatisfied, please contact Eldercare’s Head Office.
Step 3:
Telephone: (08) 8291 1000 Website: eldercare.net.au Email: admin.headoffice@eldercare.net.au Address: 247 Fullarton Road Eastwood SA 5063 Postal Address: PO Box 600 Fullarton SA 5063 Please direct your feedback to Eldercare’s Risk, Quality and Compliance Manager or the Chief Executive’s Assistant.
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In addition: Irrespective of Eldercare’s process, there are other services you can contact. The Aged Care Quality and Safety Commission is designed to assist with any issues you may have about your care. Key contact details for the Aged Care Quality and Safety Commission: Telephone (free call): 1800 550 552 Website: www.agedcarecomplaints.gov.au Postal Address: GPO Box 9848 Melbourne VIC 3000 Please note: The contact details listed here are correct at the time of publication. The Aged Care Quality and Safety Commission replaces the Aged Care Complaints Commissioner from 1 January 2019. You can find copies of our brochure ‘Providing Feedback or Making a Complaint’ at your site.
Assistance from other services The Aged Rights Advocacy Service (ARAS) is another organisation that can provide you, or your representative, with information, support and advice regarding your rights and responsibilities. ARAS can also investigate complaints on your behalf. Key contact details for the Aged Rights Advocacy Service (ARAS): Address: 16 Hutt Street Adelaide SA 5000 Postal Address: PO Box 7234 Hutt Street Adelaide SA 5000 Telephone: (08) 8232 5377 or 1800 700 600 (free call from country areas) Email: aras@agedrights.asn.au
Resident meetings Regular meetings are held at each Eldercare site and provide a forum for you to talk with staff and other residents about living at Eldercare. We encourage you to participate in these meetings because we welcome your feedback.
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SECTION EIGHT:
Your rights and responsibilities Charter of Care Recipients Rights and Responsibilities Residential Care Eldercare staff will uphold the following residents’ rights:
A. Each care recipient has the following rights to: • full and effective use of their personal, civil,
legal and consumer rights;
• quality care which is appropriate to their
needs;
• full information about their own state of
health and about available treatments;
• be treated with dignity and respect, and to
live without exploitation, abuse or neglect;
• live without discrimination or victimisation,
and without being obliged to feel grateful to those providing their care and accommodation;
• personal privacy; • live in a safe, secure and homelike
environment, and to move freely both within and outside the residential care service without undue restriction;
• be treated and accepted as an individual,
and to have their individual preferences taken into account and treated with respect;
• continue their cultural and religious
practices and to retain the language of their choice, without discrimination;
• select and maintain social and personal
relationships with any other person without fear, criticism or restriction;
• freedom of speech;
• maintain their personal independence,
which includes a recognition of personal responsibility for their own actions and choices, even though some actions may involve an element of risk which the resident has the right to accept, and that should then not be used to prevent or restrict those actions;
• maintain control over, and to continue
making decisions about, the personal aspects of their daily life, financial affairs and possessions;
• be involved in the activities, associations
and friendships of their choice, both within and outside the residential care service;
• have access to services and activities which
are available generally in the community;
• be consulted on, and to choose to have
input into, decisions about the living arrangements of the residential care service;
• have access to information about their
rights, care, accommodation, and any other information which relates to them personally;
• complain and to take action to resolve
disputes;
• have access to advocates and other
avenues of redress; and
• be free from reprisal, or a well-founded
fear of reprisal, in any form for taking action to enforce their rights.
You can find copies of our Eldercare brochure ‘Your Rights and Responsibilities’ at your site.
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B. Each care recipient has the following responsibilities to: • respect the rights and needs of other
people within the residential care service, and to respect the needs of the residential care service community as a whole;
• respect the rights of staff and the
proprietor to work in an environment which is free from harassment;
• care for their own health and wellbeing, as
far as they are capable; and
• inform their doctor, as far as they are able,
about their relevant medical history and their current state of health.
Source: Adapted from the Department of Health (September 2018). Please note: You and your relatives are expected to uphold these responsibilities at all times. In certain circumstances, Eldercare will reserve the right to discharge you if you abuse an Eldercare staff member, volunteer or resident and it causes them serious injury. Serious injury can result from physical, verbal or non-physical abuse.
Our commitment to diversity and safety We welcome and respect the diversity that our residents, staff and volunteers bring to Eldercare. We encourage and expect respectful behaviour from everyone who visits, lives or works at Eldercare. We do not accept any form of behaviour that vilifies or discriminates against someone else based on their gender, sexuality, race or ethnicity. Eldercare is dedicated to preventing violence against women and is proud to be a White Ribbon accredited workplace. Eldercare is also committed to supporting our lesbian, gay, bisexual, transgender and intersex (LGBTI) residents, staff and volunteers to ensure they feel welcomed and safe. We are proud to be seeking Rainbow Tick accreditation to promote LGBTI inclusiveness.
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SECTION NINE: Useful contacts
Aged Care Quality and Safety Commission Postal Address: GPO Box 9848 Melbourne VIC 3000 Telephone (free call): 1800 550 552 Website: www.agedcarecomplaints.gov.au Please note: The contact details listed here are correct at the time of publication. The Aged Care Quality and Safety Commission replaces the Aged Care Complaints Commissioner from 1 January 2019.
Aged Rights Advocacy Service 16 Hutt Street Adelaide SA 5000 Postal Address: PO Box 7234 Hutt Street Adelaide SA 5000 Telephone: (08) 8232 5377 or 1800 700 600 (free call from country areas) Email: aras@agedrights.asn.au
Eldercare Head Office 247 Fullarton Road Eastwood SA 5063 Postal address: PO Box 600 Fullarton SA 5063 Telephone: (08) 8291 1000 Email: admin.eldercare@eldercare.net.au Website: www.eldercare.net.au
Hearing Services Program: Telephone: 1800 500 726 Email: hearing@health.gov.au
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Office of the Public Advocate Postal address: PO Box 213 Prospect SA 5082 Telephone: (08) 8342 8200 or 1800 066 969 (free call from country areas) Website: www.opa.sa.gov.au
South Australian Ambulance Service (for ambulance cover enquiries) Telephone: 1300 136 272 Email: SAASAmbulanceCover@heath.sa.gov.au
South Australian Civil and Administrative Tribunal Postal Address: GPO Box 2361 Adelaide SA 5001 Telephone: 1800 723 767 (free call) Email: sacat@sacat.sa.gov.au
South Australian Elder Abuse Prevention Phone Line Telephone: 1800 372 310 (Monday to Friday)
South Australian Transport Subsidy Scheme Telephone: 1300 360 840 Website: www.sa.gov.au
SECTION TEN: Your notes
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HEAD OFFICE 247 FULLARTON ROAD EASTWOOD SA 5063 TELEPHONE: 8291 1000 • FACSIMILE: 8291 1098 EMAIL: admin.headoffice@eldercare.net.au
eldercare.net.au eldercare.net.au