st andrew’s village ballina ltd

59 BENTINCK STREET

BALLINA NSW 2478

Residential Care

Residents’ Handbook TELEPHONE: (02) 6620 5800

FACSIMILE: (02) 6686 8752

EMAIL: [email protected]

mailto:[email protected]

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WELCOME TO ST ANDREWS RESIDENTIAL CARE FACILITY

This booklet is designed to be used by you and your relatives as an information guide to our Residential Care Facility.

The overall concept of our organisation is to provide holistic care in a homelike atmosphere, providing an environment that is safe and secure.

St Andrews is certified by the conditions set out in the Aged Care Act 1997 and is licensed through the Commonwealth Department of Social Services.

If more information is required please contact the Chief Executive Officer, Mr Phillip Carter, or the Director of Care Services, Mr Neil Sproule, phone (02) 6620 5800.


CONTENTS WELCOME TO ST ANDREWS RESIDENTIAL CARE FACILITY ........................................................................ 1

FLOOR PLAN OF FACILITY .......................................... 5

VISION STATEMENT ..................................................... 6

MISSION STATEMENT .................................................. 6

IMAGE STATEMENT ..................................................... 6

OUR CHARTER ............................................................. 6

PHILOSOPHY ................................................................ 7

OBJECTIVES ................................................................. 8

ORGANISATIONAL STRUCTURE ................................. 9

CHARTER OF RESIDENTS’ RIGHTS AND RESPONSIBILITIES ..................................................... 10

Residents’ Rights .................................................................. 11

Residents’ Responsibilities ................................................... 13

ELIGIBILITY ................................................................. 14

CONDITIONS OF RESIDENCY ................................... 14

PRIVACY AND DIGNITY .............................................. 16

SECURITY OF TENURE .............................................. 17

AGED CARE ACCOMMODATION ............................... 18

Links to other Services .......................................................... 18

Staffing profile ....................................................................... 19

RESPITE CARE ........................................................... 19

YOUR ROOM ............................................................... 20

Provisions .............................................................................. 20

Personal Items ...................................................................... 20

Ancillary Areas ...................................................................... 21

Mattresses ............................................................................. 21

Resident Valuables ............................................................... 21

ALLIED SERVICES ...................................................... 23

Dental and Optical ................................................................. 23

Physiotherapy........................................................................ 23

Podiatry ................................................................................. 23

ABSENCE .................................................................... 24


AUXILIARY SERVICES ................................................ 25

Activities ................................................................................ 25

Copacabana Coffee Shop ..................................................... 25

Church Services .................................................................... 26

Hairdressing/Grooming ......................................................... 26

Laundry Services .................................................................. 27

Library ................................................................................... 28

Mail ........................................................................................ 28

Newspapers .......................................................................... 28

Telephones............................................................................ 29

Wi-Fi Internet Access ............................................................ 29

Voting .................................................................................... 30

Pets ....................................................................................... 30

COMPLAINTS, COMMENTS, SUGGESTIONS – CONTINUOUS IMPROVEMENT .................................. 31

Dispute Resolution ................................................................ 31

Appeal or Review .................................................................. 32

Complaints Mechanism Flowchart ........................................ 33

DRESS ......................................................................... 34

Clothing Guide for Men ...................................................... 34

Clothing Guide for Women ................................................. 34

FOOD ........................................................................... 35

Food from Home ................................................................... 36

Alcohol ................................................................................... 36

Dietician and Speech Therapist ............................................ 36

General Services Manager ................................................... 36

Menu ..................................................................................... 37

Meal Times ............................................................................ 37

Preferences ........................................................................... 38

Resident Fridges ................................................................... 38

Visitors Refreshments ........................................................... 38

RESIDENT CONSULTATION ...................................... 39

Case Conference .................................................................. 39

Funeral Arrangements .......................................................... 40

Transfers and Room Changes .............................................. 40

Medical Records.................................................................... 41


MEDICAL CARE ........................................................... 42

Hospital ................................................................................. 43

Infection Control .................................................................... 43

Medication ............................................................................. 43

Pain Management ................................................................. 44

Palliative Care Wishes / Advanced Care Directives .............. 44

MONEY MATTERS ...................................................... 45

Ancillary Costs....................................................................... 45

Billing ..................................................................................... 46

Petty Cash ............................................................................. 46

Resident’s Agreement ........................................................... 47

Respite Residents’ Fees ....................................................... 47

Service Provided and Charges ............................................. 47

Statement of Assets .............................................................. 47

SAFETY ........................................................................ 49

Electrical Equipment.............................................................. 50

Fire and Emergency .............................................................. 50

Risk Taking............................................................................ 54

Security ................................................................................. 54

Smoking ................................................................................ 55

VISITORS ..................................................................... 55

INDEX ................................................................................... 56

FACT SHEET ............................................................... 59


FLOOR PLAN OF FACILITY


VISION STATEMENT

St Andrews Village Ballina strives to be a learning organisation that responds to the dynamic environment

of aged care through responsible governance and a commitment to quality care

MISSION STATEMENT

St Andrews Ballina identifies and responds to the evolving care needs of the ageing individual

IMAGE STATEMENT

our community ~ our home

OUR CHARTER

St Andrews is a non-profit organisation registered under the Companies (New South Wales) Code, limited by

guarantee. St Andrews is registered under the Charitable Fundraising Act, No CFN 10956 and is an approved

Public Benevolent Institution.

Our organisation is also approved by the Commonwealth Department of Social Services to care for the aged and

disabled.


PHILOSOPHY

The philosophy of St Andrews is based on the concept that each of our residents is an individual, to be treated with the utmost respect so they can maintain their self-esteem and dignity.

Our aim is to minister to the physical, psychological and spiritual needs of our residents, enabling them to live their lives to the fullest and as independently as possible in an atmosphere of Love, Peace and Dignity.

To help us achieve this we welcome relatives and friends and a supportive local community who can be enriched by the giving of their time and their energy to visit us and become involved in the task of caring for our residents.

To fulfil the obligations implied in our philosophy, our staff must respect and support each other so that a harmonious team can care for our residents, whilst observing specific requirements mandated by government.


OBJECTIVES

To maintain each resident’s health at the optimum level.

To encourage each resident to achieve the maximum possible degree of independence.

To recognise and respect the right of each resident to exercise freedom of choice, so long as this does not affect the rights of others.

To ensure a homelike environment is created and maintained.

To ensure the dignity and privacy of all residents is maintained.

To encourage residents to participate in a variety of activities appropriate to their needs and interests.

To encourage residents to communicate confidently, aspects relevant to their care and needs, enabling them to live in a happy, safe, homelike environment.

To ensure the safety of the residents, staff and visitors.

Liaise with voluntary workers, individuals and community groups, who assist with the resident’s care.

To encourage staff in the pursuit of ongoing professional development.

To encourage all staff to assess the quality of care delivered and evaluate this care in order to reach a continuous improvement outcome.

To abide by all legal and professional standards, exceeding wherever possible.


ORGANISATIONAL STRUCTURE


CHARTER OF RESIDENTS’ RIGHTS AND RESPONSIBILITIES

Every person has the right to freedom and respect and the right to be treated fairly by others. A person’s rights do not diminish when he or she moves into a residential aged care facility, regardless of his or her physical or mental ability, to exercise or fully appreciate his or her rights.

A positive, supportive and caring attitude by family, friends, facility proprietors and staff, carers and the community will help people who live in residential aged care facilities to continue as integral, respected and valued members of society.

Australian society has a strong commitment to social justice principles. Those principles recognise the aspirations of all Australians to a dignified and secure way of life with equal access to health care, housing and education, and equal rights in civil, legal and consumer matters. They form the basis of a society which is free of prejudice and is caring, just and humane.

This Charter affirms those social justice principles.

The personal, civil, legal and consumer rights of each resident are not diminished in any way when he or she moves into a residential aged care facility.

The Charter also recognises that residents of residential aged care facilities have the responsibility to ensure that the exercising of their individual rights does not affect others’ individual rights, including those providing care. The Charter recognises that residents


have specific rights and responsibilities which balance the needs of the individual against the needs of the residential aged care community as a whole.

Residents’ Rights

Each resident of a residential care service has the right:

To full and effective use of his or her personal, civil, legal and consumer rights;

To quality care appropriate to his or her needs;

To full information about his or her own state of health and about available treatments;

To be treated with dignity and respect, and to live without exploitation, abuse or neglect;

To live without discrimination or victimisation, and without being obliged to feel grateful to those providing his or her care and accommodation;

To personal privacy;

To live in a safe, secure and homelike environment and to move freely both within and outside the facility without undue restriction;

To be treated and accepted as an individual, and to have his or her individual preferences taken into account and treated with respect;

To continue his or her cultural and religious practices, and to keep the language of his or her choice without discrimination;


To select and maintain social and personal relationships with anyone else without fear, criticism and restriction;

To freedom of speech;

To maintain his or her personal independence;

To accept personal responsibility for his or her own actions and choices, even though these may involve an element of risk, because the resident has the right to accept the risk and not to have the risk used as a ground for preventing or restricting his or her actions and choices;

To maintain control over and to continue making decisions about the personal aspects of his or her daily life, financial affairs and possessions;

To be involved in the activities, associations and friendships of his or her choice, both within and outside the residential care service;

To have access to services and activities available generally in the community;

To be consulted on and to choose to have input into, decisions about the living arrangements of the residential care service;

To have access to information about his or her rights, care, accommodation and any other information that relates to the resident personally;

To complain and to take action to resolve disputes;

To have access to advocates and other avenues of redress;


To be free from reprisal, or a well-founded fear of reprisal, in any form for taking action to enforce his or her rights.

Further information in available online at

http://www.myagedcare.gov.au

Residents’ Responsibilities

Each resident of a residential care service has the responsibility:

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;

To respect the rights of staff and the proprietor to work in an environment free from harassment;

To care for his or her own health and well-being, as far as he or she is capable;

To inform his or her medical practitioner, as far as he or she is able, about his or her relevant medical history and current state of health.

Further information in available online at

http://www.myagedcare.gov.au/


ELIGIBILITY

Applicants require a current assessment by the Commonwealth Aged Care Assessment Team (ACAT).

For more information contact: www.myagedcare.gov.au

CONDITIONS OF RESIDENCY

It is our aim that you will find that the philosophy of care provides an atmosphere of harmony and mutual respect between all stakeholders. It is envisaged that all residents shall find happy companionship where they enjoy the highest level of security and at the same time, independence and privacy within a community lifestyle.

Residents receive specified care and services in accordance with Residential Services Manual relating to:

maintenance of buildings and grounds

accommodation

furnishings

bedding

cleaning services

general laundry

meals and refreshments

social activities

provision of staff on call to provide emergency help.


All residents receive specified care and services including:

assistance with the activities of daily living, such as:

bathing and grooming

using the toilet

eating

dressing

mobility

maintaining continence or managing incontinence

communicating with other people

emotional support

treatments and procedures (such as assistance with taking medication)

recreational activities

rehabilitation support

assistance in obtaining health practitioner services and access to specific therapy services

support for people with memory loss or confusion.


PRIVACY AND DIGNITY

The privacy and dignity of all residents will be maintained at all times.

Comfort and dignity of terminally ill residents will be maintained, and residents’ wishes will be respected whenever possible.

Cultural and religious beliefs will be respected as will the individual’s right to die with dignity.

Staff will liaise with religious/cultural support groups on your behalf when required.

St Andrews Ballina complies with the applicable privacy legislation.

St Andrews Village Ballina Ltd has established and will maintain systems relevant to the collection, use and disclosure, quality, security, accuracy and correction of personal information pertaining to the resident provided to the organisation in all areas of its operations and practice.


SECURITY OF TENURE

Your place, and room, in an aged care home is secure. There are some circumstances under which you may leave the home, or may be asked to leave the home.

Reasons for moving to another home are set out in Division 2 Responsibilities of Approved Providers of Residential Care – General, User Rights Principles 2014, Commonwealth Department of Social Services.

It is important to remember you are able to leave the home for holidays or time with family and friends for up to 52 days per year. And if you are in hospital your place at the home will be kept for you until your return. While you’re away you will continue to pay your daily fee.

Further information is available from:

Aged Care Information: 1800 200 422

www.myagedcare.gov.au

User Rights Principles 2014,Commonwealth Department of Social Services

Residents Agreement, St Andrews Village Ballina Ltd.


AGED CARE ACCOMMODATION

Our houses have been designed to provide a homelike atmosphere, whilst at the same time providing an environment that is safe and secure. The home is a modern facility, comprising 117 rooms with ensuites, dining rooms, sitting rooms, with access to an activity room. Each room has a garden or a courtyard outlook depending on the location.

The facility supplies a bed, bedside table and chair in each room and residents can furnish the room to personalise it with paintings and their own items within the safety guidelines of St Andrews Village.

The home has kitchenettes, and lounge and dining areas. Bedrooms have heating, phone, television connections, air-conditioning and a nurse call system.

Links to other Services

Services available are visiting medical officers, podiatry, physiotherapy, optical and dental, pharmacy, hairdresser, dietician, speech pathology and pathology. Some of the above are dependant upon referral, assessment and availability.


Staffing profile

Our facility provides excellent care staffed by Registered Nurses, Endorsed Enrolled Nurses and Personal Care Assistants who staff the facility 24 hours a day, 7 days a week.

St Andrews has a chapel on site and religious services are provided on a regular basis. We also have recreational activity staff who arranges group and one on one activity for our residents.

Additionally we have a physiotherapist, and hospitality manager for hospitality services.

The Director of Care Services is responsible for managing the clinical care provided at St Andrews Village.

RESPITE CARE

St Andrews has one respite bed; bookings are essential, as is an assessment by the Aged Care Assessment Team.

All bookings are through the North Coast Carer Respite Centre (telephone 1800 052 222) for a short period of time. Alternatively contact www.myagedcare.gov.au or telephone 1800 200 422.


YOUR ROOM

Provisions

Each resident room will be supplied with:

Linen, quilt, towels, washers.

Ensuites are fitted with support rails, shower chairs, hand held showers and emergency call bells.

Electric bed

Bedside table

Built-in wardrobe

Curtains

Chair

Heater

Nurse call system

Air Conditioning and/or overhead fan

Personal Items

It is very important for residents to feel comfortable and that the facility is like “home”. To assist with this residents are encouraged to bring items with them, such as bedside lamp, photographs and pictures to be hung on the wall. Small furniture items can be brought if approved by management.

Please note St Andrews policy is not to resell furniture or fittings on behalf of residents or relatives.


Ancillary Areas

St Andrews offers alternative areas for residents to use or to entertain visitors:

Community lounges

Dining rooms

Activities room

Sitting areas

External gardens

Internal courtyards

Aviary and aquarium

Mattresses

All mattresses within the facility are fitted with moisture- and fire-retardant covers. Electric blankets are not permitted.

Resident Valuables

Residents are requested not to keep large sums of money, jewellery or any other item of value within their rooms. Under no circumstances can responsibility be accepted by St Andrews for money or valuables kept in your room.

If any valuable jewellery is brought into the facility we request that a photograph be supplied to us of the item.

All valuables are to be documented.


Prescription glasses and dentures are to be marked prior to admission. This may be done by the jewellers/ or optometrist and dental technician.


ALLIED SERVICES

Dental and Optical

Appointments can be arranged as needed. Residents are responsible for costs associated with these appointments, including the cost of transport and escort if required.

Optical services are organised by the staff at the resident’s own expense.

On request a visiting dentist and optometrist are available.

Prescription glasses are to be marked prior to admission. This may be done by a jeweller or an optometrist.

Physiotherapy

A registered physiotherapist assesses and plans all resident physiotherapy needs within the facility. The treatments are carried out by the physiotherapist, a physiotherapy aide and nursing staff.

Podiatry

A podiatrist attends the facility on a routine basis. Bookings are made through the supervisor. Podiatry is a prescribed service for those residents who require this treatment based on their relevant medical history.


ABSENCE

To meet fire regulations and to alleviate the concerns of all in the event of an emergency, residents are requested to sign a register when leaving the facility as well as giving indications of the approximate time of return. Staff must be informed if a resident is having overnight stay and a contact address and/or phone number is required.

Residents are permitted under the Aged Care Act 1997, to have 52 days social leave annually. Hospital leave under the Act is unlimited. Fees remain payable during periods of social and hospital leave.


AUXILIARY SERVICES

Activities

Leisure & Lifestyle staff are employed to assist residents to participate in a variety of activities.

Activities programs are displayed in residents’ rooms and on notice boards throughout the facility. Programs are based on activities of daily living and are designed to meet the social, emotional and spiritual needs of the residents.

Regular bus trips are scheduled and relatives are welcome to participate, space permitting.

Many activities are provided which are free to all residents. For some optional special activities, a fee will be charged to your monthly account which will be related to the costs involved.

Residents are urged to become involved in the various activities provided for them by the facility.

Copacabana Coffee Shop

Copacabana Coffee Shop, run by Volunteers, operates from the Activities Room. Check our Fact Sheet for opening times.


Church Services

A list of Church Services held within the facility is displayed in the foyer, Chapel door and Activities Calendar.

We aim to provide for all residents’ spiritual and cultural needs. Contact Leisure & Lifestyle for assistance on (02) 6620 5881.

Ministers of religion are available whenever required and staff will assist with arrangements on behalf of the resident if required.

Residents/relatives are encouraged to utilise the chapel. The chapel is available for memorial services if requested. St Andrews is unable to hold funeral services on their premises.

Hairdressing/Grooming

A hairdresser is available in the facility’s salon. Bookings are essential and can be made through the nursing staff.

Charges are the responsibility of the resident and payment can be made directly to the hairdresser or billed to the resident’s monthly fees account.

For male residents electric razors are preferred and are to be supplied by the individual.


Laundry Services

We are responsible for general laundry services, which includes personal laundry at no extra cost. If you wish your laundry to be attended by your relatives then we request that you provide a small laundry basket for the soiled articles. Underclothes being laundered by relatives must be taken home daily.

No laundering is permitted in resident’s rooms.

All personal clothing is to be identified by name tags, heat sealed onto the garment. This service will be performed by the facility for a one-off cost of $50 per resident. Please give care staff any clothing brought in to the facility to enable tagging prior to clothing being put in circulation.

We request personal clothes that are easily laundered to be provided. It is very difficult for our facility to launder expensive woollen or delicate clothing.

Families may if they wish, assume responsibility for the resident’s laundry, but we still require clothing to be clearly labelled to prevent any loss.

Supplied linen, towels, etc. will be laundered in the facilities main laundry.

Lost Laundry is stored in the cupboard in the Library and is displayed in the Activities Room on the first Monday of each month.


Library

St Andrews has a well stocked library with public access computer, magnified reader and many large print fiction and non-fiction books available to residents. The library operates on an honesty system with residents free to borrow and return books at their leisure.

Use of the council library can be arranged for residents, who have no one to borrow and return books for them.

Mail

The Leisure & Lifestyle staff will deliver mail and arrange to post mail for residents. Stamps may be purchased from the office during office hours. Staff will assist residents with mail when required.

Newspapers

The local newsagency will deliver daily any publications that are required by the resident. Staff deliver papers to the resident’s room. The newspaper charges are invoiced to the resident’s account each month.


Telephones

Residents have access to a cordless telephone to receive calls or they may have a line connected to their room. All telephone lines are provided by St Andrews.

On admission please complete a telephone connection form during the admission process to organise connection.

A connection fee applies. Line rental and telephone usage will then be invoiced to the resident’s account each month.

Wi-Fi Internet Access

St Andrews has full wi-fi coverage across the facility. There is no charge for usage less than 250MB per month with a $15 charge is more than 250MB is used per month. Please let staff know if you require access.

Visitors are permitted to access the network on request. If usage is above 250MB, a $15 fee will be charged to the resident’s account.

Leisure and Lifestyle have several computer tablets and laptops for resident use or to trial if you are considering purchasing a computer.


Voting

Residents who are able to vote will be assisted if needed to do so. Residents unable to vote are excused by the Electoral Office, on receipt of a letter from the medical officer.

Please bring election card on admission, as it is often necessary to change the resident’s address with the Electoral Office.

Pets

Personal pets are not permitted on a permanent basis; however, relatives may bring a pet in for a visit to see their owner. Visiting pets must have approval from the CEO, Director of Care Services or Deputy Director of Care prior to visiting the facility.

Dogs must remain on a leash and under effective control at all times.

Pets are not permitted on beds or any other furniture.

No pets are allowed in food preparation areas such as kitchens or kitchenettes.

No pets are allowed in staff rooms.

No pets are allowed in resident care areas while residents are eating.


COMPLAINTS, COMMENTS, SUGGESTIONS – CONTINUOUS IMPROVEMENT

A complaints/suggestions mechanism is in place and is located in waiting room for all residents/ representatives to utilise. A user-friendly flow chart is available beside the complaints/suggestions box to assist you in completing the form.

All confidential complaints and suggestions lodged are then addressed confidentially in writing or verbally one-to-one. Non-confidential complaints/suggestions lodged are followed up via the appropriate Committee structure. The plan of action and resolution time-frame are minuted.

Residents/Representatives are encouraged to make suggestions and comments, to assist us in continually improving our service.

Dispute Resolution

Complaints are viewed as an integral part of our Continuous Improvement cycle. In the event of a dispute arising between the resident and the management which is not able to be resolved by a meeting with management then the Health Care Complaints Commission may need to be contacted.


Appeal or Review

The Aged Care Bill 1997 requires our facility to provide care and accommodation in a manner consistent with the charter of Residents' Rights and Responsibilities, if any resident has complaints or concerns regarding their care or accommodation, they may, at any time provide confidential and/or anonymous information to:

The Department of Social Services

Local call: 1300 653 227

The Aged Rights Service (TARS)

Phone: (02) 9281 3600

Toll free: 1800 424 079

NSW Health Care Complaints Commission

Phone: 1800 043 159

Australian Aged Care Quality Agency (Sydney Office)

Phone: (02) 9633 2099

Aged Care Complaints Scheme

Phone: 1800 550 552


Complaints Mechanism Flowchart


DRESS

Clothing needs to be suitable for the resident’s lifestyle and comfort. The following is a guide to providing clothing for the resident upon admission.

Clothing Guide for Men

6 pairs pants/shorts* 6 singlets

6 shirts/t-shirts* 10 pair underpants

4 jumpers 6 pair socks

5 pairs pyjamas pair shoes

dressing gown pair slippers

Hat, cap and sun hat for outdoors

* Tracksuits are suitable

Clothing Guide for Women

6 dresses/skirt & blouse 6 petticoats

6 slacks or tracksuits 6 brassieres

4 jumpers 10 pair underpants

6 nighties/pyjamas 2 pair shoes

2 dressing gowns 2 pair slippers

6 pair pantyhose/stockings. Not knee highs

Purse, hat, sun hat for outdoors

As each resident’s needs differ regarding clothing, please discuss individual needs with the staff close to, or on admission.


FOOD

Residents are advised not to keep food in their rooms, unless stored in airtight containers. Fresh fruit is permitted.

St Andrews Village Ballina Ltd is a registered food service; therefore, all food brought into the facility for resident consumption is to be monitored and must be received by an accredited supplier.

Hot Food goods brought into the facility by a relative/ representative is done so at the risk of the relative/ representative and is not to be accepted by the facilities catering staff, as process, control and elimination of risk cannot be validated.

Cold Foods purchased from an accredited supplier (e.g. Coles/Kmart or Woolworths) will be accepted by the facilities catering staff if the temperature is less than five degrees celsius. Such food items need to be single serve, and need to display their own best before/ expiration date.

In the event of food being brought into the facility, such food is not to be taken into the facilities main kitchen for storage.


Food from Home

Staff are not permitted by law to reheat food brought by relatives. Any food requiring reheating is to be attended to by the relative/representative in the resident care areas.

Alcohol

Alcohol is permitted in moderation with permission of your medical officer and at the discretion of the registered nurse. Supplies of alcohol are purchased by the resident/relative.

Dietician and Speech Therapist

A speech therapist and dietician regularly visits the facility and assesses dietary requirements.

General Services Manager

Do not hesitate to contact the, General Services Manager on (02) 6620 5828 with any food issues.

On weekends the immediate supervisor can be notified of any concerns or changes.


Menu

A copy of the weekly menu is posted on the resident information board and residents are asked for the meal preference when morning tea is delivered.

A varied summer and winter menu is offered, with individual preferences and special dietary needs as a result of a medical condition are catered for.

Meal Times

As a guide meal times are: -

Breakfast 7:30am

Morning tea 10:00am

Lunch 12:00noon

Afternoon tea 3:00pm

Dinner 5:00pm

Supper 7:45pm

Residents who will be absent from the facility for a meal are requested to advise staff and the meal can be held until return or an alternative offered.


Preferences

Food preferences and dietary requirements will be documented on your admission and can be updated when necessary. Nutritional requirements will be catered for.

Resident Fridges

Fridges are permitted in rooms but aren’t necessary as there are communal fridges available for use. Residents with fridges in their rooms take full responsibility for the cleaning and maintenance including the integrity of the food.

Visitors Refreshments

Tea and coffee facilities are available for visitors in all kitchenettes. Relatives are welcome to join residents for meals for a small cost (see our Fact Sheet). Please order and pay at reception before 10.30am on the day.


RESIDENT CONSULTATION

Resident and relatives/carers meetings are held for all areas. These meetings are held quarterly with agenda and minutes of meeting distributed to residents and relatives. The minutes of this meeting are presented to management to enable problems to be rectified. Residents and relatives are strongly encouraged to attend these meetings.

These meetings are an opportunity for St Andrews to receive feedback and are a forum to share information regarding the organisation. At all times feedback is treated in confidence and anonymity is acknowledged.

Residents are able to have an interview with the management at any mutually agreeable time. Relatives or friends may represent the resident at any time.

Case Conference

The purpose of this conference is to develop a plan of care that reflects current strengths, abilities, personal preferences, specific needs, safety and security risks. This opportunity provides clear direction to staff providing care and support information to family and resident. Case conferences will be arranged by staff, or by the resident or residents’ representative.


Funeral Arrangements

Families are requested to make arrangements prior to entering residential care, and to make these arrangements and any personal wishes known to all family members and the facility supervisor.

Transfers and Room Changes

You may request to move to another room or bed in the facility and we may agree to the move at our discretion.

You acknowledge that we have informed you and consulted with you about the possibility of you having to change rooms or beds within the facility.

You agree to move to another room or bed in the facility if:

The move is necessary to carry out repairs or improvements to the room (you will be able to return to the room once the repairs or improvements are completed);

Your room becomes an extra services room and you elect not to pay the Extra Service Fee; or

The move is necessary on genuine medical grounds as assessed by the Aged Care Assessment Team or at least 2 medical practitioners who are competent to assess your aged care needs (one appointed by you and one appointed by us).


Medical Records

These are private and confidential and subject to some exceptions, no information concerning residents will be released to another person without the resident’s consent.

Residents or their agent have the right to access their own medical records in the presence the Director of Care Services following a written request.


MEDICAL CARE

Residents have the choice of nominating their own doctor. When residents visit the doctor at the surgery a consultation form, available from supervisors, is to be taken.

Doctors are requested by the facility to visit their residents at least three monthly and to visit when requested by the resident, relative and staff.

The facility will always notify the doctor of any substantial change in a resident’s condition, as well as the next of kin.

Specialist referrals are organised by the medical officer. Whenever possible the specialist will come to the facility; in those cases where this is impossible, relatives are asked to assist with transport. If relatives are unable to assist, transport will be arranged at a cost to the resident.

Staff will facilitate arrangements for specialist and interpreter/translator services as required.

Our facility recognises the importance of complementary therapies including Aromatherapy, Naturopathy, Acupuncture, Osteopathy, etc. and will endeavour to assist residents with implementing these therapies as required. Consent must be obtained before any therapies are implemented.


Hospital

Transfer to hospital will be organised if the resident’s condition was such that this was warranted. Hospital admission would be on the medical officer’s advice.

Infection Control

The facility is committed to infection control and complies with applicable Department of Health guidelines and standards in infection control.

Waterless Hand Hygiene Stations are provided at all entrances and throughout the facility. All staff, residents and visitors are encouraged to utilise these stations on entry and exit. Hand Hygiene is the most effective measure to control the spread of infection.

If you are unwell, please defer from visiting if possible or contact the Supervisor for advice on transmission prevention.

Medication

If residents cannot manage their own medications they will be administered by trained staff. Medications are stored in a locked medication room. Those residents who are assessed as able to self-administer are to store medicines in their room in a locked drawer.

The facility has arranged for Tamar Village Pharmacy of Ballina to dispense medications prescribed by the


Medical Officer. Residents/relatives may organise to pay pharmacy accounts personally or by direct debit facility offered by Tamar Village Pharmacy.

There is provision by the pharmacy for residents to acquire the cheaper brand of medications providing the doctor is in agreement.

All medications prescribed by the medical officer are administered by qualified nursing staff at the appropriate times through the Webster system. This is a system whereby medications are pre-packed into a blister pack.

Pain Management

Staff will ensure that the resident is as pain free as possible. This is achieved by assessing the resident for pain and treating any pain in consultation with the resident or their representative and nominated medical officer.

Palliative Care Wishes / Advanced Care Directives

St Andrews encourages all residents to prepare an Advanced Care Directive in consultation with their General Practitioner prior to admission. Information on Advanced Care Directives and Substitute Decision Making is available on request.


MONEY MATTERS

Management is not allowed to take over control of your money, your pension or your financial activities generally and as such we do not administer resident’s finances.

You are encouraged to maintain control of your finances. If you are unable to manage your own finances, we strongly suggest creating an enduring power of attorney in favour of a relative, your solicitor or accountant. Alternatively you may prefer to use a trustee company or the Public Trustee.

We require a certified copy of your Power of Attorney document if you are not handling your own finances. This facility will not make payment to, or discuss any financial matters with any family member or representative who is not legally authorised.

Ancillary Costs

Items and services such as the following are not covered in the Resident monthly billing:

Dental Newspaper delivery

Electrical tagging: $5/item Optical

Hairdressing charges Additional physiotherapy

Happy Hour Additional podiatry

Hearing services Prescription medication

Telephone Labelling clothing

Occasional social events outside the home

Escort/transportation costs for appointments


St Andrews Village Ballina will endeavour to notify all residents or their representatives of any charges relevant to them.

Note: Conditions are subject to change without notice

Billing

Billing is attended by administration, monthly, in advance. Fees are set by the Department of Social Services. Accounts are to be paid by direct debit.

Nursing Staff are unable to collect fees; payments must be made at the front office, open Monday to Friday 9am–5pm.

Extra funds can be placed into your fees account, to allow for the payment of any ancillary items.

Petty Cash

We ask that you don’t keep cash on your person or in your room; your cash should be taken to the office, this is then banked into your “Residents Fees Account”. Your money is available Monday to Friday during office hours through petty cash advances at a maximum of $50 per day, which will then be added to your next monthly bill. Hairdressing and newsagency can also be paid from this account on your behalf each month.


Resident’s Agreement

All residents will be required to sign a Resident’s Agreement within legislated time frames. All monies payable will be set out in the Agreement.

Respite Residents’ Fees

All respite residents are charged a flat fee – the Basic Daily fee.

Service Provided and Charges

Service charges will be set by management in the manner detailed in the Resident Agreement.

Charges are payable monthly in advance by direct debit. The Direct Debit Authority form is attached to application.

Services provided by this facility are also the subject of Commonwealth requirements. All Commonwealth required services are provided by this facility and detailed in the Schedule headed “Prescribed Services”.

Statement of Assets

Statement of Income and Assets will be required by the organisation prior to admission, where possible.

This provides the information necessary to determine the resident’s ability to pay a Refundable Accommodation


Deposit (RAD), a Daily Accommodation Payment (DAP) or a combination of RAD and DAP.


SAFETY

It is the policy of our organisation to actively encourage a safe environment for residents, staff and the public who enter our premises. We abide by and practice the NSW Department of Health Standards in regard to fire safety as well as infection control.

The Workplace Health & Safety Committee conducts regular safety audits in all areas and management is committed to making St Andrews a safe place.

To help ensure a healthy and safe environment for all, families and capable residents should:

Contribute their ideas and viewpoints on WH&S issues at Residents’ meetings.

Appreciate that all facility procedures and tasks will be designed with the wellbeing of both employees and residents in mind.

Acquaint yourselves and comply with the requirements of the facility’s emergency evacuation plan and any safety rules.

Acknowledge that all employees have a right to a safe working life and should not be expected to place themselves at risk of injury in their day-to-day work.

Appreciate that WH&S considerations may mean that not all requests for services can be accommodated immediately or as expected or preferred.

Seek advice from employees on WH&S implications of the design of clothing, appliances or other personal possessions prior to bringing items into the facility.


Electrical Equipment

Double adaptors are not permitted by law, residents will be required to provide power boards if needed.

Television sets and portable radios are permitted in rooms providing these do not cause disturbing behaviour to the resident. Residents will need to use an earphone attachment if neighbouring residents are annoyed by loud volumes.

Electrical equipment owned by the resident must be checked and tagged as safe by a competent electrical authority on a schedule which complies with Workplace Health & Safety regulations.

A charge of $5 per item for electrical tagging applies. Please notify staff if you bring in electrical appliances.

Fire and Emergency

REMEMBER TO SIGN IN AND OUT

THIS IS COMPULSORY TO COMPLY WITH FIRE REGULATIONS

St Andrews has an extensive fire safety system including smoke, thermal and break glass alarms, Emergency Warning and Intercommunication System (EWIS) panel and fire fighting equipment: fire blankets, extinguishers, hose reels and sprinklers. St Andrews employs external contractors for regular, mandatory testing of our fire safety systems.


If you see fire or smoke, no matter how small:

Activate ONE break glass alarm

Alert Staff by calling ‘Code Red’

If you hear the fire alarm sound:

The building is divided into 20 isolated fire zones. The chance of the building burning down or requiring full evacuation is very remote.


Staff will assist to evacuate if necessary. The order to evacuate will come from the Chief Fire Warden or Immediate Supervisor.

Emergency evacuation diagrams, specific to the area in which they are located, can be found around the facility to assist in such situations (similar to the diagram below).


If an evacuation is necessary the following stages apply:

1. Remove from immediate danger – through first door and close it.

2. Behind first fire/smoke door, close it.

3. Evacuate the building.


In case of emergency do not use the lift or take wheelchairs into fire stairs.

The evacuation points are:

Front garden, Bentinck Street.

Car park, Moon Street entry.

Ballina District Hospital Carpark.

All staff undergo annual fire training as a condition of employment. A trained fire warden is on duty at all times.

Risk Taking

The resident’s right to activities which may involve a degree of risk is respected by the facility. If the risk is considered dangerous, unlawful or detrimental to the health of the resident and/or other residents by the medical officer or the nursing staff, a “Risk Responsibility” form will need to be signed by the relative or resident.

Security

A professional security firm is contracted by the facility to regularly patrol buildings and surrounding areas.


Smoking

St Andrews is a “smoke free” facility. In the interests of safety and in keeping with the current health standards smoking is prohibited for all staff, volunteers, visitors and suppliers on St Andrews property, except the designated outdoor smoking areas on Bentinck and Moon Streets. Residents are not permitted to have cigarettes and matches in their rooms.

VISITORS

Visitors are welcome at any reasonable hour. All visitors are requested to sign in and out when entering and exiting the building.

Visiting outside of business hours you are to enter and exit via the after hours entrances.

Tea and coffee facilities are available for visitors in all kitchenettes. Relatives are welcome to join residents for meals for a small cost, please see our Fact Sheet for details.

Family participation in care-giving is encouraged by our facility. We encourage family members to be involved in case conferences, assist with meals or whatever little jobs they feel comfortable doing. Relatives are encouraged to discuss the care given to family members with the staff in charge.


INDEX ABSENCE ................................................................................ 24 Activities ................................................................................... 25 AGED CARE ACCOMMODATION .......................................... 18 Alcohol ...................................................................................... 36 ALLIED SERVICES .................................................................. 23 Ancillary Areas.......................................................................... 21 Ancillary Costs .......................................................................... 45 Appeal or Review ..................................................................... 32 AUXILIARY SERVICES ........................................................... 25 Billing ........................................................................................ 46 Case Conference ..................................................................... 39 CHARTER OF RESIDENTS’ RIGHTS AND

RESPONSIBILITIES ............................................................ 10 Church Services ....................................................................... 26 Clothing Guide for Men ............................................................ 34 Clothing Guide for Women ....................................................... 34 Complaints Mechanism Flowchart ........................................... 33 COMPLAINTS, COMMENTS, SUGGESTIONS –

CONTINUOUS IMPROVEMENT ......................................... 31 CONDITIONS OF RESIDENCY ............................................... 14 Copacabana Coffee Shop ........................................................ 25 Dental and Optical .................................................................... 23 Dietician and Speech Therapist ............................................... 36 Dispute Resolution ................................................................... 31 Electrical Equipment ................................................................. 50 ELIGIBILITY ............................................................................. 14 FACT SHEET ........................................................................... 59 Fire and Emergency ................................................................. 50 FLOOR PLAN OF FACILITY ...................................................... 5 FOOD ....................................................................................... 35 Food from Home....................................................................... 36 Food Preferences ..................................................................... 38 Funeral Arrangements .............................................................. 39 General Services Manager Contact ......................................... 36 Hairdressing/Grooming ............................................................ 26 Hospital..................................................................................... 43


IMAGE STATEMENT ................................................................. 6 Infection Control ....................................................................... 43 Laundry Services ...................................................................... 27 Library....................................................................................... 28 Links to other Services ............................................................. 18 Mail ........................................................................................... 28 Mattresses ................................................................................ 21 Meal Times ............................................................................... 37 MEDICAL CARE....................................................................... 42 Medical Records ....................................................................... 41 Medication ................................................................................ 43 Menu......................................................................................... 37 MISSION STATEMENT ............................................................. 6 MONEY MATTERS .................................................................. 45 Newspapers.............................................................................. 28 OBJECTIVES ............................................................................. 8 ORGANISATIONAL STRUCTURE ............................................ 9 OUR CHARTER ......................................................................... 6 Pain Management .................................................................... 44 Palliative Care Wishes / Advanced Care Directives ................. 44 Personal Items.......................................................................... 20 Pets .......................................................................................... 30 Petty Cash ................................................................................ 46 PHILOSOPHY ............................................................................ 7 Physiotherapy ........................................................................... 23 Podiatry .................................................................................... 23 PRIVACY AND DIGNITY ......................................................... 16 RESIDENT CONSULTATION .................................................. 39 Resident Fridges ...................................................................... 38 Resident Valuables .................................................................. 21 Resident’s Agreement .............................................................. 46 Residents’ Responsibilities ....................................................... 13 Residents’ Rights ..................................................................... 11 RESPITE CARE ....................................................................... 19 Respite Residents’ Fees .......................................................... 47 Risk Taking ............................................................................... 54 Room Provisions ...................................................................... 20


SAFETY.................................................................................... 49 Security..................................................................................... 54 SECURITY OF TENURE ......................................................... 17 Service Provided and Charges ................................................. 47 Smoking.................................................................................... 55 Staffing profile........................................................................... 19 Statement of Assets ................................................................. 47 Telephones ............................................................................... 29 Transfers and Room Changes ................................................. 40 VISION STATEMENT ................................................................ 6 VISITORS ................................................................................. 55 Visitors Refreshments .............................................................. 38 Voting ....................................................................................... 30 WELCOME TO ST ANDREWS .................................................. 1 Wi-Fi Internet Access ............................................................... 29 YOUR ROOM ........................................................................... 20


FACT SHEET

st andrew’s village ballina ltd

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