SummitCare - Resident Handbook

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From nutritious and tasty food designed by our dietitian to on-site hairdressing services and an in-house laundry, all aspects of care are thoughtfully delivered.

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  • ResidentHandbook

    http://www.summitcare.com.au/
  • FOR RELATIVES AND FRIENDS1 Message to Residents

    We warmly welcome residents to their new home and encourage them to remember staff are here to support them in every way possible. We also offer a big welcome to family members and friends

    Contents

  • SummitCare Resident Handbook | III

    FOR RELATIVES AND FRIENDS1 Message to ResidentsContents

    1 For Residents 3

    1.1 Settling In 4

    1.1.1 Your Care 4

    1.1.2 Your Wellbeing Case Conference 4

    1.2 Your Privacy 5

    1.3 Getting to Know Your New Home 6

    1.3.1 Centre Facilities 6

    1.3.2 Radio and TV 7

    1.3.3 TeleTidy 8

    1.3.4 Call Bell System 8

    1.3.5 Activity Programs 8

    1.3.6 Meeting Staff 9

    1.3.7 Resident Meetings 9

    1.3.8 Newsletters 9

    1.3.9 Valuables 10

    1.4 Maintaining Your Personal Networks 10

    1.4.1 Phones 10

    1.4.2 Email and Internet 11

    1.4.3 Visiting 11

    1.4.4 Voting 11

    1.4.5 Pets 12

    1.4.6 Alcohol 12

    1.5 Giving Feedback 12

    1.6 Thinking Ahead 12

    1.6.1 Using Leave Entitlements 12

    1.6.2 End of Life Choices 13

    1.6.2.1 Advance Care Directives 13

    1.6.2.2 Your Funeral Arrangements 14

    1.6.2.3 Your Will 14

    2 For Relatives and Friends 15

    2.1 The First Six Weeks 16

    2.2 Your Role in Helping

    Residents to Settle In 17

    2.2.1 Communicating with

    the Family Network 17

    2.3 Working with Us 18

    2.3.1 Personal Clothing for Residents 18

    2.3.1.1 Getting Involved

    in Resident Wellbeing 19

    2.3.1.2 Resident / Relative Meetings 19

    2.3.2 Giving Feedback 19

    2.4 Your Important Role

    in Keeping Residents Safe 20

    2.5 Visiting 20

    2.5.1 Infection Control 20

    2.5.1.1 Hand Washing and Sanitising 21

    2.5.2 Use of Communal Space 21

    2.5.3 Special Events 21

    2.5.4 Pets 21

    2.6 Procedures for Outings 22

    2.6.1 Sign In and Out 22

    2.6.2 Communicating Ahead 22

    2.6.3 Escort Help 23

    2.7 Thinking Ahead to Support

    Your Residents Wellbeing 24

    2.7.1 Residents with Dementia 24

    2.7.2 Palliative Care 24

    Welcome Message from the Chief Executive Officer 2

  • IV | SummitCare Resident Handbook

    FOR RELATIVES AND FRIENDS

    3 More Detailed Information 26

    3.1 The Agreement with Us 27

    3.1.1 The General Agreement 27

    3.1.2 The Respite Agreement 27

    3.1.3 The Accommodation

    Bond Agreement 27

    3.1.4 Security of Tenure 28

    3.2 Agreement to Pay 29

    3.2.1 Resident Fees 29

    3.2.2 How Payment is Made 29

    3.2.3 Financial Hardship 30

    3.2.4 Refunds 30

    3.2.5 Legal Services 31

    3.3 Resident Rights and Responsibilities 31

    3.3.1 Supporting Residents

    with Challenging Behaviours 31

    3.3.2 Code of Conduct

    for Relatives and Visitors 32

    3.3.3 Code of Conduct for Our Staff 32

    3.4 Resident Advocates 33

    3.4.1 Resident as Decision-Maker 33

    3.4.2 Role of Person Responsible 33

    3.4.3 Power of Attorney 34

    3.4.4 Enduring Power of Attorney 34

    3.4.5 What is an Enduring Guardian? 35

    3.4.6 How Can a Solicitor Help? 35

    3.4.7 Access to Clinical Records 35

    3.4.8 The Aged-care Rights Service 36

    3.5 Safe Environment 36

    3.5.1 Safe Equipment

    and Resident Personal Items 36

    3.5.2 Food Safety for Relatives 36

    3.5.3 Going on Outings 37

    3.5.4 Secure Environments 37

    3.5.5 Using Keypads 38

    3.5.6 Smoke Free Environment 38

    3.6 Quality Management 38

    3.6.1 Aged Care Accreditation 38

    3.6.1.1 Assessment Visits

    and Accreditation Audits 39

    3.7 Giving Us Feedback 40

    3.7.1 Compliments 40

    3.7.1.1 Summit Star Program 40

    3.7.2 Complaints 41

    3.7.2.1 How to Go About

    Making a Complaint 41

    3.7.2.2 How We Will Respond

    to Your Feedback 41

    3.7.3 Gift Giving 42

    4 Care & Lifestyle 43

    4.1 Assessing Care Needs for Wellbeing 44

    4.1.1 Previous History 44

    4.2 Our Wellbeing Care Systems 44

    4.2.1 Continence Care and Aids 44

    4.2.2 Clinical Care Provision 44

    4.2.3 Complex Care 45

    4.2.4 Medical Care 45

    4.2.4.1 Specialists 46

    4.2.4.2 Resident Mobility 46

    4.2.4.3 Lifting Equipment 46

    4.2.4.4 Motorised Wheelchairs 47

    4.2.4.5 Supporting Challenging Behaviours 47

    4.2.4.6 Restraint Free Environment 47

    4.2.5 Leisure & Lifestyle Programs 47

    4.2.5.1 Getting Involved 48

    4.2.5.2 Special Events 48

    4.2.6 Allied Care Services 48

    4.2.6.1 Physiotherapy 48

    4.2.6.2. Speech Therapy 49

    4.2.6.3. Dietitian Services 49

    Contents

  • SummitCare Resident Handbook | V

    FOR RELATIVES AND FRIENDS

    4.2.6.4 Oral and Dental Care 49

    4.2.7 Pharmacy Services 49

    4.2.7.1 Paying for Pharmacy 50

    4.2.8 Spiritual and Cultural Care 50

    4.2.8.1. Culturally and Linguistically

    Diverse Residents 50

    4.3. Case Conferences to

    Support Wellbeing 51

    5 Accommodation Services 52

    5.1 Catering and Food 53

    5.1.1 Special Diets 53

    5.1.2 Likes and Dislikes 53

    5.1.3 Nutrition and

    Hydration Requirements 53

    5.1.4 Menu Development 53

    5.1.5 Food Safety Program 54

    5.2 Laundry and Clothing 54

    5.2.1 Laundry Labelling 54

    5.2.2 Onsite Laundry Services 55

    5.2.3 Outsourced Laundry Services 55

    5.2.4 Personal Clothing 55

    5.3 Maintenance of Building and Equipment 56

    5.3.1 Electrical Tagging 57

    5.4 Hairdressing and Beauty 57

    6 About SummitCare 58

    6.1 Our Vision and Values 59

    6.2 Our People 59

    6.2.1 Management Structure 59

    6.2.2 Weekdays and Weekends 60

    6.2.3 Risk Management

    and Workplace Safety 60

    6.3 Our Regulatory Environment 60

    6.3.1. The Aged Care System - Aged Care

    Standards and Accreditation Agency 60

    6.3.1.1 Mandatory Reporting 61

    6.3.1.2 Criminal Record Checks 61

    6.3.1.3 External Complaints Systems 62

    6.3.2 Food Safety 62

    6.3.3 Privacy 62

    7 What to Expect - Wellbeing Support 63

    7.1 Going to Hospital 64

    7.2 The Vulnerable /

    Deteriorating Resident 64

    7.3 When an Outbreak Happens 64

    7.4 In the Event of an Emergency 64

    7.5 After Death 65

    7.5.1 Collection of Personal Items 66

    7.5.2 Settling the Account 66

    A Snapshot of SummitCare History 68

    Contents

    http://www.summitcare.com.au/
  • 1 | SummitCare Resident Handbook

    FOR RELATIVES AND FRIENDSWelcome

    This is our latest edition of the SummitCare Residents Handbook. We have

    undertaken a major review of this document to try to better reflect the

    information needs of our residents whilst also ensuring that we include

    important information for relatives and friends. We trust the new format is

    easy for you to read and follow and that this document is a lasting resource

    for everyone. This Handbook is designed to be a guide for you. It provides

    general information about many topics. If you require more detail, the

    management staff at your centre will be able to assist you.

  • SummitCare Resident Handbook | 2

    FOR RELATIVES AND FRIENDSWelcome

    Message from the Chief Executive Officer

    We would like to take this opportunity to

    welcome you to your new home and thank

    you for selecting SummitCare as your

    residential aged care provider.

    SummitCare has been providing quality

    residential aged care services to older

    people in Sydney for over forty-five years.

    During this time we have built an enviable

    reputation for quality care and services.

    We commit to you, our residents, our

    passion to deliver on our promise - Warmth

    Worth Wellbeing. At SummitCare we provide

    caring and supportive aged care services to

    help our residents find a sense of wellbeing.

    We see residents as the main focus of all

    that we do. Our staff work together to

    ensure our residents can enjoy a contented

    and meaningful way of life and feel a true

    sense of wellbeing.

    We have prepared this Residents Handbook

    to provide you and your family with

    important information on SummitCares

    Centres, our Policies and Procedures and

    with information regarding various aspects

    of the services we deliver. Please read

    this Handbook carefully and keep it as a

    reference document while you remain

    with SummitCare.

    In addition to this Handbook, we encourage

    you to read our centre-based newsletter,

    which is produced regularly, along with

    Summit News our corporate newsletter,

    which is produced quarterly.

    These newsletters provide interesting

    stories and articles as well as updates

    on the organisation and our activities.

    If you would like any further information

    regarding our organisation, or the services

    we provide, please contact the Operations

    Manager at your centre. Our website is also

    a useful source of information

    www.summitcare.com.au.

    If you have any suggestions or feedback

    relating to this Handbook, or