Transcript
  • 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 to the services

    we provide, we encourage you to pass on

    this feedback to us. We value your feedback,

    as this is central to our commitment to

    continuous improvement.

    We look forward to working together with

    you to ensure that you enjoy your time

    at SummitCare.

    Welcome,

    Cynthia Payne

    Chief Executive Officer

  • 3 | SummitCare Resident Handbook

    FOR RELATIVES AND FRIENDS

    We want to provide you with the best possible care to meet your individual requirements and preferences. We will talk with you about your care needs during the first few weeks of your stay with us

    1 For Residents

  • SummitCare Resident Handbook | 4

    FOR RELATIVES AND FRIENDS1 For Residents

    1.1 Settling In

    We warmly welcome you to your new

    home. We are very happy to have you as

    a resident. Moving into a new home can

    be a difficult time. It is very normal to feel

    apprehensive about your new home and

    the many changes associated with moving.

    Your new environment will be unfamiliar

    to you and there is much information

    to take in. We want to reassure you that

    SummitCare staff are very experienced and

    they understand that the process of settling

    in will be different for everyone. Please feel

    comfortable about expressing your concerns

    to staff who can quickly respond and put

    your mind at ease.

    Experience tells us that it generally takes

    about six weeks before you will feel settled,

    have established relationships with staff and

    made new friends. If at any time you feel

    apprehensive please let staff know so they

    can make sure your care needs are met.

    Central to all care given to you is wellbeing.

    Our new tagline is both a statement of what

    our brand stands for and a promise to

    our residents.

    Warmth Worth Wellbeing

    Warmth by providing a caring approach

    and environment.

    Worth in that everyone is important

    and will be cared for equally.

    Wellbeing by a sense of fulfilment that

    residents enjoy as a result of our care.

    What this means everyday is our staff work

    together to ensure our residents can enjoy

    a meaningful way of life and feel a true

    sense of wellbeing.

    1.1.1 Your Wellbeing and Your Care

    Your wellbeing is very important to us. We

    want to provide you with the best possible

    care that supports your wellbeing and

    meet your individual requirements and

    preferences. To do this our staff will assess

    all aspects of your care needs during the

    first few weeks after you move into the

    centre. During this time we will talk to you

    about your needs and ask where you might

    require additional assistance from staff.

    This might be with personal care activities

    such as showering and dressing or joining in

    social activities.

    We have equipment such as shower

    chairs to assist with your independence

    and safety. We will also talk with your

    person responsible and other family

    members to make sure that we have as

    much information as possible to enable

    us to better understand your needs. This

    information will help us to develop

    a Care Plan for you.

    1.1.2 Your Wellbeing Case Conference

    Approximately six weeks after you move

    into your new home, we will invite you

    and your nominated person responsible

    (Please see section 4.3 Case Conferences pg

    51 for more information) and other family

  • 5 | SummitCare Resident Handbook

    members, if you wish, to attend a case

    conference. We will talk with you about your

    Care Plan and check to see how you are

    settling into the centre. This family conference

    is an opportunity for you to discuss any issues,

    concerns or questions relating to your care

    needs, medical needs or accommodation

    needs. Key people at the centre who are

    involved in your care will be included in this

    conference. We will also ask for your feedback

    about your experience during your first six

    weeks at the centre. Your feedback will help us

    to ensure that our care is meeting your needs

    and will assist us to improve our services.

    Importantly this is a way to make sure that

    your wellbeing is formost in planning the care

    you receive and is clear and in accordance

    with your preferences and choices.

    1.2 Your Privacy

    We take your privacy very seriously. At

    admission we ensure that you and your

    nominated person responsible clearly

    understand the personal information we hold.

    We cannot give this information to anyone

    without obtaining proper consent. We make

    sure that you have nominated someone

    you trust as your person responsible. It

    is important for you to know that your

    nominated person responsible is able to

    seek access to your files. We want to stress

    that we do not provide information to people

    without your approval. More information

    about our Privacy Policy is included later

    in this Handbook. (Please see section 6.3.3. Privacy pg 62

    for more information).

  • SummitCare Resident Handbook | 6

    1.3 Getting to Know Your New Home

    We encourage you to start exploring your

    new home. SummitCare staff will show you

    to your room and explain how you can find

    the toilet, shower and communal spaces in

    the centre. Staff will walk with you around

    the centre so that you are able to find your

    own way to the dining room and other

    communal areas. They will show you the

    outdoor areas and the best way to access

    these areas. The staff will also explain how

    you can get assistance if you need help

    in moving around the centre. We have a

    call bell system for you to alert staff when

    required. This is an easy to use cord with

    a press button. The alert sounds an alarm

    and reports your bed number and location

    on the indicator panel which is located

    in several places around the centre. We

    monitor response times for this system and

    responses can range from immediately to

    five minutes depending on the time of day

    and the level of activity at the centre.

    We understand that it will take time for you

    to become familiar with the layout of your

    new home, so dont hesitate to ask for help.

    1.3.1 Centre Facilities

    Your space is comprised of your bedroom

    (which may be single, twin style or

    multi-bed) and access to toilet and

    shower amenities.

    Your room contains a bed, a bedside locker,

    a wardrobe, a chair and an over bed table.

    The over bed table can be useful for times

    when you may need to eat your meal in your

    room. It can be used over the bed or while

    you are sitting in your chair beside your bed.

    We do encourage you to have your meals in

    the dining room for the added benefits

    of socialising and getting to know others.

    There is a power point near your bed and we

    provide a water jug and cup that are kept on

    your bedside locker and refreshed daily. If

    you require a refill, please use the call bell

    to alert staff. We recommend that you use

    the drawers for storing your personal items,

    so that the top of the locker is not cluttered.

    Cleaning staff are directed not to handle

    your personal items. Uncluttered surfaces

    makes cleaning the top of your locker easier.

    You may use the lounge rooms whenever

    you wish. These are communal spaces

    and we encourage you to feel comfortable

    sharing these rooms with other residents

    and visitors. We suggest that you use your

    bedroom if you require a rest or some quiet

    time. Some of our centres do have quiet

    rooms; so ask a staff member if one is

    available in your centre. Our centres have

    a number of outside areas that you can use

    whenever you choose. Our staff will make

    sure you know the best way to access the

    outside areas so you can continue to enjoy

    the outdoors.

  • 7 | SummitCare Resident Handbook

    Your meals will be cooked fresh on site

    from a menu that has been prepared with

    guidance from a Dietician and input from

    residents. You are able to choose from a

    range of options for each meal. As part of

    our Care Management System we will assess

    your nutritional needs and we will ask you

    about your likes and dislikes. This helps

    our catering staff to ensure you enjoy your

    meals. Your nutrition is important and liking

    your food means you have a greater chance

    of meeting your nutritional needs each day.

    We can launder your clothing for you at

    no additional charge. We use industrial

    washing machines and so some families like

    to continue washing personal and delicate

    items at home. If you prefer to have your

    family wash items for you then we will make

    sure your wishes are respected. In a later

    section in this Handbook we provide some

    guidelines about the recommended types

    of clothing and fabrics to withstand the

    industrial laundry.

    We have also included a suggested list of

    the quantity and variety of clothing you will

    require (Please see section 5.2.4 Personal

    Clothing pg 55 for more information). We

    require that all your clothing items are

    labelled using the commercial labels we

    provide. They are cost effective and durable.

    They remain legible and in place for a lot

    longer that other types of labels. Laundry

    textas/pens are not recommended as they

    invariably wash away. Any new items of

    clothing that are brought in for you must

    be given to staff for labelling before they go

    into your wardrobe. This helps to avoid loss

    of clothing. There is more information about

    this later in the Handbook. (Please see

    section 5.2.1 Laundry Labelling pg 54

    for more information).

    1.3.2 Radio and TV

    You may prefer to listen to the radio

    or watch TV in the comfort of your

    room. We ask that you and your family

    members please check the special safety

    requirements we have for using electrical

    equipment in residents rooms.

    If you share a room with another resident,

    we request that you keep the volume as low

    as possible or use headphones so that you

    do not unnecessarily disturb your neighbour.

    If you have difficulty hearing, we require you

    to use headphones to minimise disruption

    for others.

  • SummitCare Resident Handbook | 8

    1.3.3 TeleTidy

    The TeleTidy is a swivelling television

    stand that attaches to the end of your bed

    and allows you to watch TV in the privacy

    of your room. If you are interested in

    acquiring one please speak to the Manager

    Accommodation Services who can organise

    the installation. You will need to supply

    a suitable television that is compatible

    with the TeleTidy. Please ask the Manager

    Accommodation Services for more

    information.

    1.3.4 Call Bell System

    There is an approved call bell system at your

    bedside and also in the communal areas of

    the centre. When you press the button it

    activates a light to alert staff that you need

    their assistance. This light stays on until staff

    switch it off after attending to you. Each

    centres call bell system is slightly different.

    Our staff will show you how to use the call

    bell when they take you to your room.

    When you press the call bell, staff will respond

    to your call as soon as possible. There will be

    times when staff will be busy with another

    resident at the time you call and they will

    attend to you as soon as they possibly can.

    We recommend that waiting time for staff to

    respond to your call bell should not exceed

    five minutes. If you feel that it has taken too

    long for the call bell to be answered, please

    advise the Registered Nurse in charge or

    inform Management about your concerns.

    (Please see section 3.7.2 Complaints pg 41

    for more information).

    1.3.5 Activity Programs

    Our Leisure and Lifestyle staff will visit you

    shortly after you have moved in to ask you

    and your family about your past and present

    interests. We will work with you to develop a

    personal leisure and lifestyle program that

    is designed to best meet your needs

    and preferences and support your wellbeing.

    Staff will gladly help you to access games

    and puzzles if you are interested. We also

    have large-print books available for you to

    borrow. If you feel that you would like to

    be involved in more activities, then please

    speak to the Leisure and Lifestyle staff and

    they will talk with you about all the

    options available.

  • 9 | SummitCare Resident Handbook

    1.3.6 Meeting Staff

    You will meet a number of different staff

    at SummitCare. It is important for you to

    remember they are all here to help and support

    you. All our staff wear a uniform and a name

    badge to help with identification and security.

    This will make it easier for you to remember

    the people who are helping you on a day-to-day

    basis. We aim to have a friendly and respectful

    atmosphere at each centre, where staff

    introduce themselves to you, especially when

    they are providing you with care. Our Managers

    try to provide, wherever possible, continuity of

    staff with whom you have contact.

    If you have any concerns about a staff

    member, we encourage you to speak directly

    with the Registered Nurse or the Operations

    Manager, so that we can quickly address

    your concerns. We would like you to feel

    comfortable to tell us your positive feedback

    and suggestions as well as to raise your

    concerns with us.

    You can also nominate staff for the Summit

    Star Program. Please inform us about

    your good experiences with staff so we

    can properly acknowledge the work of

    that individual or team. This is our way of

    recognising outstanding care and service.

    More information about how to raise your

    concerns and provide feedback is described

    later in this Handbook. (Please see section

    3.7 Giving Us Feedback pg 40 for more

    information).

    1.3.7 Resident Meetings

    We invite you and your family to attend our

    regular Resident and Relative meetings that are

    held at the centre. These are a great way to get

    to know others in your new home and also to

    take an active role in the operation of the centre.

    At the meetings we give general updates on

    activities and services at the centre and also ask

    for feedback on menus and activities. You can

    use this meeting as a forum to provide feedback

    and to generally get involved. Meetings are

    advertised on the various notice boards in the

    centre as well as the centre newsletter.

    1.3.8 Newsletters

    Each centre produces a regular Newsletter

    (generally monthly) to keep you up to date

    about special events and activities in your

    home. SummitCare corporate office also

    produces a Newsletter called SummitNews

    that reports on various functions and events.

  • SummitCare Resident Handbook | 10

    Newsletters are

    always on display

    at reception, you

    simply need to

    ask our friendly

    reception staff

    for a copy. Our

    newsletters are

    also placed on our

    website so they are

    available for your

    family to access.

    1.3.9 Valuables

    While we take every precaution to provide

    a safe environment, we strongly recommend

    that you carefully secure your valuables, or

    better still, ask your family to store precious

    items for you. SummitCare staff take every care

    with your personal items, but we cannot be held

    responsible for lost, damaged or stolen items.

    Please ask your family to keep a record of

    any valuable items you have brought into the

    centre. It is essential that families advise staff

    and sign out any valuable items they have

    removed from your possession. This helps to

    keep track of your belongings and to avoid

    misunderstandings about lost items, especially

    if you have different family members visiting.

    1.4 Maintaining Your Personal Networks

    It is important to maintain your personal

    networks and to keep in touch with those

    people and groups that have been part of your

    network of friends and interests. We want you

    to keep up your contacts. We encourage you

    to let your family and friends know about your

    move and new address. They are welcome to

    come and visit you.

    Your family and friends with Internet

    access are very welcome to send an email

    message to you. Our web page provides

    a web link, so that family and friends can

    keep in touch by emailing a message to you.

    Our staff will print these off and deliver

    them to you, or they will read them to you

    if you prefer.

    1.4.1 Phones

    You may have access to a phone beside

    your bed. Some residents find that they can

    manage to use a mobile phone, but these

    are not always effective. Each centre has a

  • 11 | SummitCare Resident Handbook

    public phone available for residents to use.

    Let our reception staff know if you need

    assistance to make a call and they will be

    happy to help.

    Each centre has handheld phones at the

    nurses station that allow you to talk to

    family and friends.

    1.4.2 Email and Internet

    If you are familiar with computers and have

    your own laptop, you may like to use it to

    access the Internet. Remember, your laptop

    is classified as a valuable item so storage

    and safety is an important consideration.

    If you need access to the Internet, the

    Manager - Accommodation Services at

    your centre can advise you how this can

    be arranged. Usually a broadband dongle

    can be used to enable the set up of a

    personal account.

    1.4.3 Visiting

    You are welcome to have visitors when

    you like. We generally find that visiting in

    mid morning to mid afternoon is best for

    residents, but this is your choice. If you

    share a room with another resident we

    recommend that you and your visitors

    use the lounge, dining rooms or outside

    areas, especially if family groups visit.

    All of our centres have tea and coffee

    facilities for visitors to use. Our staff will

    happily let you know where they are in

    your new home, as each centre is slightly

    different. All centres have vending machines

    for snacks and drinks. These can be very

    helpful if you have children visiting.

    You have every right to refuse visitors and

    our staff will work to best accommodate

    your needs.

    1.4.4 Voting

    If you are able to continue voting, then the

    Electoral Office needs to be advised of your

    new address so the Electoral Roll can be

  • SummitCare Resident Handbook | 12

    changed. Your person responsible can do this

    on your behalf. At election time you will then

    be able to vote at the centre with our staff

    helping to coordinate this important task.

    1.4.5 Pets

    We understand that pets are important, but

    they cannot reside with you at the centre.

    There are a number of reasons for this and

    they relate mainly to safety and care. Your

    family and friends may bring in a pet as part

    of visiting, as long as the pet is kept under

    control and on a leash.

    Naturally, we need to make sure your pet

    remains in the designated areas. We ask that

    you advise the Manager - Accommodation

    Services in advance, so we can make sure

    all requirements for your pet are met

    during the visit. Visitors bringing in pets are

    responsible for cleaning up any accidents

    whilst the pet is visiting. 1.4.6 Alcohol

    We recognise that you may want to enjoy a

    glass of wine or beer with a meal or at other

    times in the day. SummitCare supports the

    safe consumption of alcohol.

    Your family may bring alcohol to the centre

    for your consumption and SummitCare staff

    will need to make arrangements for the

    appropriate storage of the alcohol. In some

    circumstances staff will also check with your

    Doctor to ensure that drinking alcohol does

    not interfere with your medications.

    1.5 Giving Feedback

    We understand that it may take some time

    to adjust to your new home. It is important

    that you let us know what is working and

    not working for you. This positive and

    negative feedback helps us to better meet

    your needs. Please tell us if you have a

    complaint so we can quickly resolve any

    issues of concern. Our complaints system

    is designed to be fair and reasonable.

    We want to solve problems and prevent

    their recurrence. (Please see section 3.7.2

    Complaints pg 41 for more information). The

    important message is that we are happy to

    receive your feedback so we can make sure

    your individual requirements are met.

    Your feedback also assists us to

    continuously improve our care and services.

    1.6 Thinking Ahead

    Moving into this new home also involves

    some other key planning. The following

    sections cover several important topics

    that we encourage you to discuss with

    your person responsible or with

    SummitCare staff.

    1.6.1 Using Leave Entitlements

    Residents with a permanent approval for

    living in our centre are entitled to overnight

    social leave for a total of 52 occasions per

    financial year. This is allocated from July

    to the following June.

  • 13 | SummitCare Resident Handbook

    If you are a respite resident, you are

    not entitled to overnight leave. If you are

    transferred to hospital when classified as

    a respite resident, you are automatically

    considered discharged pending further

    assessment by the Aged Care Assessment

    Team (ACAT).

    Pre-entry leave is available for up to seven

    days (in certain circumstances) prior to

    moving into the centre. The Operations

    Manager and reception staff will explain your

    leave entitlements to you or your family at

    the time of accepting a place at the centre.

    1.6.2 End of Life Choices

    Thinking about death can be very difficult.

    We believe that now is a good time to

    discuss and review your end of life

    choices with your person responsible.

    We will respect your choices. We have

    listed some important issues below

    for your consideration.

    1.6.2.1 Advance Care Directives

    Your end of life choices can be recorded as an

    Advance Care Directive, which consists of a

    written and signed statement that details your

    requests. This directive is a guideline for how

    you would like your end stage terminal care

    to be provided when you are no longer able

    to communicate your wishes. Medical doctors

    will respect your end of life wishes and will

    follow the written directive, if justified.

    If you lose, or have lost the capacity to make

    your own health care decisions, then your

    nominated person responsible can make

    these decisions. The person responsible

    can state what they wish for your end stage

    terminal care, based on what they believe

    is in your best interest and reflecting what

    they believe you would have wanted. A Plan

    of Treatment is a written document made

    by the person responsible that outlines

    these wishes. Your doctor will be available

    for consultation on this matter.

    Please be reassured that SummitCare

    will respect your formal Advance Care

    Directive to the extent that supporting it

    does not breach our duty of care, religious

    ethics or any current laws or regulations.

    NSW Law remains silent on the legislative

    basis of Advance Care Directives in NSW,

    although other states do have Advance Care

    Directives formally recognised.

    More Information can be

    found by contacting the:

    Advance Care Directive Association

    18/113 Johnston Street

    Annandale NSW 2038

    Ph: 0423 157 003

    Email: [email protected]

    www.advancecaredirectives.org.au

    1.6.2.2 Your Funeral Arrangements

    We understand that your funeral

    arrangements can be another sensitive

  • SummitCare Resident Handbook | 14

    subject. We recommend that you confirm

    your funeral arrangements and details

    before you reach the end stage of your

    life. It is extremely important that we are

    informed of your wishes and burial details.

    This information will ensure that your

    instructions are followed through and that

    the correct Funeral Director is notified.

    Please give the Registered Nurse in charge

    of your care the name of the Funeral

    Director and contact details, along with any

    specific religious or cultural requirements,

    so that these can be recorded in your file.

    It is important for legal purposes to know if

    you wish to be buried or cremated, as this

    information has to be recorded in your file

    notes for the Doctors reference.

    Each SummitCare centre has access to a

    number of funeral service providers in the

    event that funeral arrangements are not in

    place. Please speak to the Manager - Care

    and Lifestyle if you would like information

    on these services. All funeral companies are

    fully independent of SummitCare.

    1.6.2.3 Your Will

    SummitCare recommends that all residents

    have a legal Will at the time of entry into the

    centre. SummitCare staff are not permitted to

    give you or your family advice regarding making

    or changing a Will and they are not permitted to

    be a witness for the signing of the Will.

    SummitCare will not store residents Wills.

    If a resident does not have a nominated

    person responsible, the Public Trustee can

    be contacted to manage the residents Will.

    More information can be found by contacting the:

    NSW Trustee and Guardian

    Offices are located in various

    suburbs and towns in NSW.

    Phone: 1300 364 103

    Addresses can be found on the website at:

    http://www.tag.nsw.gov.au/

  • 15 | SummitCare Resident Handbook

    FOR RELATIVES AND FRIENDS

    Central to all care given to your relative or friend is wellbeing. Every day our staff work together to ensure residents can enjoy a meaningful way of life and feel a true sense of wellbeing

    2 FOR RELATIVES AND FRIENDS

  • SummitCare Resident Handbook | 16

    FOR RELATIVES AND FRIENDS2 FOR RELATIVES AND FRIENDS

    We offer a very big welcome to you and

    your family member(s). This section is

    written specifically from the perspective of

    how you and your other family members

    will interact with your SummitCare centre

    of choice. We know from experience that

    relatives and friends generally have quite

    different information needs to those of the

    new resident. This section is designed and

    written to meet your special needs.

    Central to all care given to your relative or

    friend is wellbeing. Our new tagline is both

    a statement of what our brand stands for

    and a promise to our residents.

    2.1 The First Six Weeks

    The first six weeks after moving into the

    centre are generally the most difficult.

    This is a time of transition and change for

    an older person who is settling into a new

    environment. During this time the resident

    is getting to know his/her new home and at

    the same time we are getting to know the

    new resident and vice-versa. We encourage

    you to be patient as you and your loved one

    adapt to the changes.

    There is a great deal to take in and understand

    at this time, so you may be in information

    overload for a while. Please do not hesitate

    to seek out staff for assistance and guidance.

    We will help you to become orientated to

    the new environment. We generally find that

    families are also very stressed at this time and

    this limits how much information is actually

    retained. Settling in is a very individual

    process, so staff will rely upon you to let them

    know what you and your loved one need. Our

    staff are very happy to help, so please speak

    with a staff member if you are not sure or

    have a question.

    By the end of the six-week period, you

    will be invited to participate in a case

    conference to discuss the progress of your

    loved one, their wellbeing and Care Plan.

    At this time, the staff will have completed

    all the initial assessments that are part

    of our Care Management System. These

    assessments are made over a period

    of time so that we understand the care

    needs of your loved one. From these

    assessments, an individual Care Plan will

    be a clear guide for the care outcomes we

    can provide. The case conference will assist

    you to better understand how the Care

    Plan is formulated and whether or not it

    responds appropriately to all your loved

    ones requirements and needs. This is also

    a chance for you to give feedback about

    your experience with the centre, to ask

    any questions and to raise any concerns.

    The case conference is important to the

    wellbeing of your loved one.

    Residents with dementia will generally

    experience more difficulty settling into their

    new home. An unfamiliar environment can

    cause anxiety and stress until your relative

    or friend feels comfortable and has some

    level of familiarity with the environment

    and the people. If your loved one can

    walk independently he/she may be more

    distracted and stressed by exits and looking

  • 17 | SummitCare Resident Handbook

    to find a way home. You may see more

    wandering and challenging behaviours in

    this first period. Please be reassured that

    this is normal. Our staff will be monitoring

    your loved ones behaviour and assessing

    his/her capacities and needs during this

    initial period.

    We will be guided by how your loved one

    expresses his/her needs and responds to

    staff and also by the information you can

    provide us. You will play an important role

    in giving us information about your loved

    ones clinical and care history, as well as

    helping us to understand triggers for his/

    her behaviour and ways to help him/

    her to settle and be calm. Your feedback

    regarding how you are noticing your loved

    one is coping and settling in will assist us

    to develop a Care Plan that is sensitive to

    your relative/friends needs, experiences and

    overall wellbeing.

    Our very best advice regarding visiting is to

    check with staff when you arrive so that you

    are aware of how yourloved one is on the

    day. We also encourage you to let staff know

    when you are leaving so they can keep an

    eye on how he/she is coping and help him/

    her to feel at ease in his/her new home. It

    is important that you let staff know of any

    concerns or issues you may have so that

    this information is recorded in the clinical

    file and the entire health care team is

    advised and can track any changes

    or concerns.

    2.2 Your Role in Helping Residents to Settle In

    We have found that residents are very

    sensitive to the subtle behaviours of family

    and friends. If you are relaxed and open, this

    will help your loved one to also feel relaxed

    and less concerned. We encourage you to

    be patient with your loved one and to have

    relaxed visiting times that are not rushed.

    There is a lot to take in during the first couple

    of months and new residents do not always

    recall information about the centre.

    This is even more difficult for people with

    dementia. It can be very helpful if you speak

    with staff before you leave and let them

    know if you have any issues or concerns.

    This ensures that staff understand if your

    loved one is experiencing a level of distress,

    so they can provide support, especially after

    your visit is over.

    If you are at all worried, you can call and

    speak with the Registered Nurse who will

    give you an update on how your relative/

    friend is going. We suggest that you try

    to avoid calling staff at meal times and at

    medication times if at all possible. Discuss

    these times with the Registered Nurse as

    each centres times may vary slightly.

    2.2.1 Communicating with the Family Network

    Communication within a family can be

    difficult, especially if the resident has a

    large family network. At SummitCare we

  • SummitCare Resident Handbook | 18

    require each resident to nominate a person

    responsible. This person responsible is

    the point of contact between the family

    and the centre. Importantly, this individual

    must accept their key role of communicating

    information about the resident with the

    rest of the family network.

    It is not practical to expect us to keep

    everyone in the family network directly

    advised regarding the situation with your

    loved one. This can lead to misinformation

    and conflict, so please respect our request

    for the staff at the centre to work directly

    with the nominated person responsible.

    2.3 Working with Us

    As a family member or friend you are an

    important source of information about

    how we can best meet resident needs. We

    work with you in a collaborative sense.

    We will be more effective in meeting your

    residents needs if we have a collaborative

    and constructive working relationship that

    is based on respect. Our priority is resident

    wellbeing. His/her wishes and desires will

    always be considered above those of family

    members or visitors.

    The centre is first and foremost the

    residents home. We also want you to feel

    very comfortable, as this will contribute to

    your resident feeling settled. If you are in

    doubt, please seek advice and assistance

    from our staff. Our Managers and staff are

    happy to be available to hear and discuss

    concerns or issues that may arise. See the

    section on Giving us Feedback to better

    understand how we welcome your feedback

    (both positive and negative) to assist us to

    continuously improve our care and services.

    2.3.1 Personal Clothing for Residents

    We encourage our residents to keep wearing

    the type of clothing they liked to wear

    at home. We recommend that residents

    wear clothing that is suitable for industrial

    washing machines and we suggest that you

    check the clothing labels to ensure that

    there are no special care requirements. We

    are happy for families to continue to wash

    delicate items of clothing. Experience has

    shown that purchasing clothing that is a size

    larger can enhance comfort for your loved

    one and can make it easier for dressing

    and undressing. There are some specialist

    clothing companies that make attire for

    immobile residents. You may wish to

    investigate these options. A list of suggested

    clothing is provided later in this Handbook.

    (Please see section 5.2.4 Personal Clothing

    pg 55 for more information).

  • 19 | SummitCare Resident Handbook

    2.3.1.1 Getting Involved in Resident Wellbeing

    Your role is to be supportive of your loved

    one and to assist him/her to feel happy

    and settled in his/her new home. You can

    continue to have an active role in the life of

    your loved one, if this is what you and he/

    she agrees with.

    We are committed to providing care and

    support in a manner that best meets each

    residents needs and preferences. This

    means that we will ask our residents how

    much they would like their families to be

    involved in their care and we will respect

    the residents wishes wherever possible. If

    your loved one agrees, you may be able to

    continue participating in the care of your

    loved one, unless medical reasons prevent

    this from occurring.

    Our assessment of your residents needs

    and requirements will determine how much

    we are able to involve family members in

    providing care. We will carefully assess

    your loved one so that your continued

    involvement occurs in the most appropriate

    ways. We will encourage you to be involved

    in your loved ones daily activities. This

    may be by continuing to provide practical

    assistance with some activities such as

    meals, or by participating in some of

    the leisure and lifestyle activities. The

    newsletter and the activity programs will

    give you information about the events and

    activities that are planned for the centre.

    You are very welcome to participate in these

    activities. This is a great way for you to plan

    ahead and share some pleasant times with

    your relative/friend. You can speak with

    the Leisure and Lifestyle staff about your

    interest in participating. All centres host

    special events where volunteers are able

    to assist; however we do not have a formal

    volunteer program.

    2.3.1.2 Resident / Relative Meetings

    We hold regular meetings for residents and

    relatives. These meetings are a great way to

    find out about the operations of the centre

    and they can be a way for you to become

    more involved and provide feedback.

    2.3.2 Giving Feedback

    We value your feedback. We want to know

    whether our care and services are working

    well for your loved one and if there are

    improvements to be made. Your feedback

    (both positive and negative) helps us to

    continue to improve our services and to

    better understand the needs of our residents.

    See the Giving Us Feedback section should

    you need to make a complaint or compliment.

    (Please see section 3.7 Giving Us Feedback

    pg 40 for more information).

  • SummitCare Resident Handbook | 20

    2.4 Your Important Role in Keeping Residents Safe

    Safety is an obligation of every person

    who enters a SummitCare centre. Your

    observation and experience of the

    environment helps to make it safe. Please

    contact the person in charge to report any

    equipment or building matters that require

    attention. Most of our centres are secure

    (with a keypad to enter and leave), so please

    be careful not to allow residents to leave the

    centre without checking with staff. If you are

    unsure, please seek assistance from staff

    who can help redirect a resident who may

    not be safe to leave the centre alone.

    2.5 Visiting

    We encourage you to visit your loved one

    here at the centre. Visiting is a good way to

    stay connected and to be supportive and

    involved in his/her day-to-day life. You and

    your loved one will generally find your visits

    more satisfying if you visit at times when

    he/she is feeling more alert. Experience tells

    us that this is mainly between 10am and

    4pm. We understand that work and other

    commitments can prevent you from visiting

    during the day, so we encourage you to visit

    whenever you can. The Ideas for visiting

    brochure is available at reception for more

    information.

    2.5.1 Infection Control

    Every person who enters the centre is

    responsible for infection control. We expect

    that you will take this responsibility seriously.

    Our residents are frail and vulnerable. This

    means that they are highly susceptible to

    infection with consequences that are more

    serious. Please refrain from visiting if you or

    your family member suffering from flu-like or

    gastro-intestinal symptoms. In lay terms this

    means coughing, fever, vomiting or diarrhoea.

    If your resident shows any of these

    symptoms or becomes unwell during the

    course of your visit, please alert staff so that

    the Registered Nurse or team leader can

    assess him/her and determine whether to

    initiate a request to be seen by the Doctor.

  • 21 | SummitCare Resident Handbook

    In severe circumstances the resident may be

    transferred to hospital for emergency care.

    2.5.1.1 Hand Washing and Sanitising

    All visitors who enter an aged care centre

    must wash their hands or use the hand

    sanitising solution that is provided in

    dispensers at the entry and in various

    locations throughout the centre. Research

    strongly indicates that hand sanitising

    prevents contamination and cross infection in

    an aged care environment. Special care should

    be taken with children. Please make sure they

    are included in these hygiene practices.

    We highly recommend that all visitors wash

    their hands or use the sanitising solution

    when they leave the centre.

    2.5.2 Use of Communal Space

    Each centre has lounge and dining rooms and

    outside areas that are available for residents

    and their visitors to use. Some of our centres

    have a BBQ that you may use if you advise

    staff in advance, so they can make the

    necessary arrangements. Please remember

    the communal spaces are available for all

    residents and their families to share. We

    insist that the residents needs must always

    be the first consideration of everyone.

    2.5.3 Special Events

    We like to see families use our BBQ and

    communal areas to celebrate special events

    with their resident. Just let the staff know so

    that we can make sure the area is available.

    If you give the staff advance notice we are

    more than happy to help with the hosting of

    a special event. You can initially discuss your

    needs with staff at reception.

    The Manager Accommodation Services will

    provide more detail on the level of assistance

    that is available at your centre.

    2.5.4 Pets

    We are happy for you to bring in a pet to

    visit, as long as you supervise the pet during

    the visit. It is your responsibility to care

    for the pet and to clean up any accidents

    while it is in the centre. It is under the

    discretion of each centre to indicate specific

    areas where pets are allowed. Our hygiene

  • SummitCare Resident Handbook | 22

    standards require you to bring bowls for

    food and water for the pet.

    2.6 Procedures for Outings

    We think it is important for residents to

    continue participating in their social and

    support networks outside the centre.

    We encourage people who are physically

    capable of using transport such as cars,

    taxis and buses to continue to use these

    forms of transport.

    An outing can cause additional confusion

    and disorientation for some residents

    with dementia, even though they may be

    physically able to manage the trip. Our staff

    will work with you to plan the best approach

    so that residents with dementia are offered

    opportunities to go out and maintain their

    social contacts wherever possible. We will let

    you know how your resident copes with the

    outing on their return.

    2.6.1 Sign In and Out

    Each centre has a Sign In/Out book for

    residents and also one for visitors. We ask

    that visitors and residents record in these

    books when they enter and exit the centre

    for two key reasons:

    It helps us make sure the residents

    movements are known.

    In the event of an emergency we are

    aware of everyone who is present in

    the centre.

    2.6.2 Communicating Ahead

    We like to see residents continuing to

    enjoy outings with their families. This is an

    important part of staying connected with

    personal networks. We need to know where

    our residents are and we must be able to

    account for all our residents in times of

    emergency. The Communication Book is

    used to advise us of the date and times

    that residents will be away from the centre.

    This Communication Book is kept in the

    Nurses Station.

    The best approach for families and friends

    who plan to take their loved one on an

    outing is to notify the staff at the centre in

    advance. You can do this by speaking with

    the Registered Nurse when you are visiting

  • 23 | SummitCare Resident Handbook

    or otherwise you can call the centre in

    advance and speak to the Registered Nurse

    or the Receptionist and ask for the booking

    to be noted in the Communication Book,

    including the estimated time of pick up and

    return. This forward planning enables our

    staff to ensure you have adequate supplies

    (continence aids and medications) to support

    the resident during the outing. Please do

    not leave the centre with a resident on an

    outing until you have spoken directly with

    the Registered Nurse and you have signed

    the resident Sign In/Out book.

    2.6.3 Escort Help

    There are occasions when residents need

    to attend external specialists (or other)

    appointments and you may not be able to

    accompany the resident on the trip to the

    appointment. SummitCare HomeCare can

    provide this service for you. The Registered

    Nurse will arrange this for you through

    SummitCare HomeCare. The cost will be

    reflected on your monthly account.

  • SummitCare Resident Handbook | 24

    2.7 Thinking Ahead to Support Your Residents Wellbeing

    2.7.1 Residents with Dementia

    Residents who have been diagnosed with

    dementia can have a variety of symptoms

    relating to their cognition (the ability to

    think and understand). These symptoms

    may involve the persons memory, attention,

    language and problem-solving abilities.

    Every person with dementia is affected

    differently and they may have difficulties in

    any or all of these skills. This means that the

    residents presentation and behaviour could

    change from day to day or hour to hour. In

    the early stages of dementia, residents may

    exhibit challenging behaviours that you may

    find out of character and unexpected. The

    challenging behaviours may include verbal

    abuse and threatening behaviours.

    Our staff will make various formal

    assessments, including a behaviour

    assessment, to understand how your loved

    one communicates his/her needs and any

    triggers or situations that may cause him/

    her to feel distressed or unsettled. The

    individual Care Plan will then be developed

    to reflect the best approach to providing

    care and support that meets your loved

    ones individual needs and to support their

    wellbeing. Please make staff aware of any

    worries you may have with your residents

    behaviour. Staff will notify his/her Doctor if

    additional services or support are required.

    We understand that this can be distressing

    for relatives and visitors. We want you to

    feel comfortable to express your concerns

    to staff. Your residents Care Plan takes your

    visiting times into consideration so that you

    both can enjoy being together.

    2.7.2 Palliative Care

    We believe that it is very important for

    relatives/friends to have an understanding

    of palliative care.

    This approach to care aims to provide the

    best quality of life and wellbeing for the

    resident who is dying and the residents

    family, by ensuring a comfortable, safe and

    supportive environment for all who are

    involved. This can help you to be prepared

    for when your resident may start to

    deteriorate and require care that actively

    supports their dying process.

    We acknowledge that this can be very

    distressing and we know that each persons

    reaction to grief and loss is unique.

    We will explain the principles of palliative

    care to you at the time when we identify

    that your loved one requires palliative care.

    This is the time when we will discuss with

    you how you both wish to proceed with care.

    These discussions may be over the phone

    or we will request the person responsible

    to attend the centre when staff observe a

    transition to the last stage of life.

  • 25 | SummitCare Resident Handbook

    We will talk about providing a palliative

    approach at the centre versus an

    intervention such as a transfer to hospital.

    We will work to meet the individual desires

    and wishes of residents and their families.

    It is important that families recognise that

    there are no hard rules for this time.

    The wishes and care needs of your loved

    one are central to the considerations and

    discussions we will have. Please be aware

    that for some residents, deterioration may

    occur in a matter of hours.

    Our staff have access to palliative support

    teams who can come to the centres if required.

    Please note, if the residents family

    members request a transfer to hospital, then

    SummitCare staff will honour this request.

    In our experience, this is not always in the

    best interest of the residents wellbeing nor

    is it best practice in palliative care, where a

    familiar and supportive environment often

    assists with the residents comfort and

    peace of mind.

  • FOR RELATIVES AND FRIENDS

    SummitCare Resident Handbook | 26

    Our Management and staff encourage and respect each residents individual freedom of choice and right to be involved in decision making. We give fair and reasonable consideration to all residents wishes

    3 More Detailed Information

  • 27 | SummitCare Resident Handbook

    3.1 The Agreement with Us

    The Aged Care Act 1997 requires that

    SummitCare is obliged to offer a Resident

    Agreement to every resident on admission

    to the centre. The Agreement details the

    conditions of residency in accordance with

    The Aged Care Act 1997 and the User Rights

    Principles 1997.

    The Resident Agreement specifies the level

    of care that the resident requires. That is,

    high care, low care, respite care or

    extra services.

    The Operations Manager will provide a copy

    of the Resident Agreement that is applicable

    to you when you move into the centre.

    3.1.1 The General Agreement

    The General Agreement is used with

    permanent care residents and it will

    specify whether the resident will receive

    high or low care. It sets out the standard

    requirements under The Aged Care Act 1997

    and is required to be returned to the centre

    within 5 days of admission. If the document

    is not signed and the resident continues

    with residency, then it is deemed that the

    resident has consented to the agreement.

    3.1.2 The Respite Agreement

    The Respite Agreement sets out the

    provision of care and services for a limited

    period of time. The respite period will have

    a start and end date.

    3.1.3 The Accommodation Bond Agreement

    The Accommodation Bond Agreement

    sets out information for residents who

    will pay an accommodation bond in

    full or part payments. It must meet the

    requirements of The Aged Care Act 1997.

    SummitCare centres are fully compliant

    with the prudential requirements under the

    Act. A confirmation from the Companys

    Auditor will be provided to all prospective

    and current residents at the end of each

    financial year, around October or November.

  • SummitCare Resident Handbook | 28

    3.1.4 Security of Tenure

    Under The Aged Care Act 1997 all care

    recipients in aged care centres have security

    of tenure. This means that you may be

    asked to leave the centre only under the

    following circumstances. If:

    the service is closing;

    the service no longer provides

    accommodation and care that are

    suitable for the care recipient,

    according to their long term assessed

    needs and the aged care centre has

    not agreed to provide the care that

    the care recipient presently needs;

    the care recipient no longer requires

    the care provided through the

    service (as assessed by an Aged Care

    Assessment Team);

    the care recipient has not paid any

    agreed fee to the aged care centre

    within forty-two (42) days after the

    due date, for a reason within the care

    recipients control;

    the care recipient has intentionally

    caused serious damage to the service,

    or serious injury to the provider,

    employee or another care recipient;

    the care recipient is away from the

    service for a continuous period of at

    least seven days for a reason other

    than permitted by The Aged Care Act

    1997 or an emergency.

    In the event the care recipient is asked

    to leave the service, SummitCare agrees

    to provide all reasonable assistance with

    locating and transferring the care recipient

    to alternative accommodation in accordance

    with The Aged Care Act 1997. A care recipient

    may be moved to another bed or room within

    the service only if:

    the move is at the care recipients

    request;

    the care recipient agrees to the

    move after being fully consulted and

    without pressure;

    the move is necessary on genuine

    medical grounds as assessed by an aged

    care assessment team or at least two

    medical or other health practitioners

    who meet the following criteria:

    one must be independent of the

    centre and chosen by the care

    recipient; and

    both must be competent to assess

    the aged care needs of the care

    recipient;

    the place occupied by the care recipient

    becomes an extra service place and

    the care recipient elects not to pay the

    extra service fee (only one move is

    permissible); or the move is necessary

    because of the need to carry out

    repairs or improvements to the

    service and the care recipient has the

    right to return to the bed or room, if

  • 29 | SummitCare Resident Handbook

    it continues to exist as a bed or room

    for care recipients.

    3.2 Agreement to Pay

    3.2.1 Resident Fees

    Residents have the choice to manage their

    finances for as long as they are able to do

    so. SummitCare does not undertake the

    management of personal finances in any

    circumstances. If a resident elects not to,

    or is unable to manage their finances, the

    person responsible will be expected to accept

    responsibility for these matters. If this is not

    practicable, staff at the centre will make Public

    Trustee or Guardianship arrangements.

    The Department of Health and Ageing

    determine the fees for aged care services

    according to The Aged Care Act 1997

    (Amendments). Charges include a basic daily

    care fee, an income tested fee (which is

    offset against the government subsidy) and

    an accommodation charge (which is based

    on your assets). An assets assessment will

    need to be submitted to the government

    at the time of admission to the aged care

    service, so that a residents financial

    circumstances can be considered.

    Basic daily care fees are payable by all

    residents, including respite residents. This

    fee is set by The Department of Health

    and Ageing and reviewed in March and

    September every year.

    If you have any questions regarding the fees and charges please contact:

    The Department of Health and Ageing

    GPO Box 9848

    Canberra ACT 2601

    Ph: 1800 020 103

    www.health.gov.au

    Ancillary charges will be made for expenses

    such as hairdressing services, cosmetic

    services, podiatry, specialist speech pathology,

    physiotherapy, occupational therapy, private

    transport, nurse escorts to medical or other

    appointments, prescribed pharmaceuticals or

    outings. Some of these expenses may be listed

    on the residents monthly invoice with fees

    and charges, while other suppliers will require

    payment directly to the service provider. We

    use external billing companies to manage the

    residents monthly account.

    Advance Payment (One Months Fees)

    Resident fees are required to be paid to

    SummitCare one month in advance. These

    fees include the basic daily care fee,

    accommodation charge and income tested

    fee if applicable. At the time of admission

    a deposit of $1,000 is required and is

    offset against fees for the first month. This

    advance payment can be made by cheque or

    direct deposit. SummitCare will only accept

    subsequent payment of fees by Direct Debit

    or Group Schedule. SummitCare does not

    accept payment in cash.

  • SummitCare Resident Handbook | 30

    3.2.2 How Payment is Made

    Details regarding the payment of fees are

    covered during the tour of the centre and

    can be explained by staff at reception.

    Please note that we do not accept cash

    payment of fees owing to the risk associated

    with transporting cash to banks.

    We require payment to be made via direct

    debit or by directing the pension to the aged

    care service where this is held in trust. We

    hold separate non-interest bearing accounts

    for the residents money when the pension

    is paid directly to a centre on their behalf.

    This is referred to as money held in trust.

    A monthly invoice is issued by the external

    billing company. Family members with

    the appropriate legal consent can access

    a residents account if the account is in

    credit. The centres Administration Assistant

    can provide the appropriate form for this

    process. Please provide seven to ten

    working days notice if access to a trust

    advance is required.

    We require accounts to be paid one month in

    advance and settled each month to ensure

    continued occupancy.

    SummitCare reserves the right to suspend

    residency at a centre if payment is refused

    or delayed without due reason.

    Payment information and payee

    responsibility is outlined in the Agreement

    to Pay Form (included in the admission pack

    you receive from the centre). The person

    responsible is required to sign this form and

    a copy will be held in the residents file

    for reference.

    Please contact the centres Operations

    Manager regarding any unforeseen

    circumstances that may affect

    payment of fees.

    3.2.3 Financial Hardship

    Financial assistance under the hardship

    provisions of The Aged Care Act 1997 is

    available for eligible residents.

    Information on the hardship provision can

    be accessed on the web site www.health.

    gov.au. Alternatively, the Administration

    Assistant at the centre can provide

    an Aged Care Application for Financial

    Hardship Assistance Form. This form must

    be completed and submitted with the

    appropriate evidence to the Department

    of Health & Ageing.

    3.2.4 Refunds

    In order to finalise the residents account,

    SummitCare must have the final account

    information from Medicare Australia,

    Centrelink and other ancillary service

    providers such as the hairdresser, podiatrist

    and chemist. It is essential that this

    billing information be received from the

    external providers before the final refund

    is processed. Due to this need to settle all

  • 31 | SummitCare Resident Handbook

    accounts, refunds cannot be processed

    any earlier than two billing cycles (or two

    months) after residency concludes.

    All refunds are paid by cheque and are

    drawn in the residents name favour. If the

    cheque is to be made out in the name of

    another person, SummitCare requires an

    Indemnity Form and a Statutory Declaration

    to be completed.

    The Statutory Declaration must confirm

    that the person requesting the refund is the

    executor of the residents estate. Forms are

    available from the centres Administration

    Assistant for other refund options.

    3.2.5 Legal Services

    SummitCare does not provide any legal

    services to residents or their relatives.

    If access to legal services is required, a

    resident or their representatives can

    arrange appointments with their preferred

    providers. If you are unable to do this, the

    Operations Manager at the centre can make

    an appointment for the resident with his/her

    preferred provider. SummitCare staff are not

    permitted to witness any legal documents.

    Please speak to the Operations Manager for

    further information or for contact details for

    obtaining a witness for legal documents.

    3.3 Resident Rights and Responsibilities

    SummitCare acknowledges that every resident

    is an individual who is entitled to the same

    freedoms, rights, and responsibilities as

    any person in the wider community. Centre

    management and staff recognise and support

    these rights. We encourage and respect each

    residents individual freedom of choice and

    right to be involved in decision-making.

    Staff will give fair and reasonable

    consideration to resident wishes. However, if

    there is a possibility that individual decisions

    or choices may infringe on the rights of

    others, we will work to determine an equitable

    solution through consultation and negotiation.

    There may be times when individual freedom

    of choice in relation to health care procedures

    may be limited if there is a potential for self

    harm or for neglect in our professional duty

    of care.

    In this instance, residents and their person

    responsible will be consulted to discuss a

    suitable compromise. Under no circumstance

    will the centre approve an activity or outing

    that places a resident at serious risk. Residents

    have the responsibility to follow advice and

    direction that ensures their personal safety.

    Failure to do so may jeopardise a residents

    accommodation.

    3.3.1 Supporting Residents with Challenging Behaviours

    It is normal for some residents to move

    about or wander in the centre. This does

    not automatically warrant being labelled

    as behaviour of concern, unless it has been

  • SummitCare Resident Handbook | 32

    assessed as a care issue. Each residents

    Care Plan addresses any care and support

    needs for challenging behaviours that may

    arise. These behaviours generally relate to

    a medical diagnosis, a condition or disease.

    SummitCare works to keep up to date with

    contemporary behaviour management

    approaches and support.

    We are aware of the latest evidence based

    best practice and aim for continuous

    improvement. We use contemporary clinical

    tools and assessments that will provide us

    with the best information for the Care Plan

    of a resident with challenging behaviour

    or behaviour that can cause harm to

    themselves or others. We are happy to

    discuss these approaches with the person

    responsible at any time and especially

    during case conferences. It is important that

    we are informed of any instances where a

    resident may be aggressive, yell, or attempt

    to hit or harm another person in the centre.

    3.3.2 Code of Conduct for Relatives and Visitors

    We expect that everyone visiting and

    working at the centre will cooperate to

    achieve our Vision, Values, Culture and

    adhere to policies. We expect that visitors

    will treat our staff and our residents

    courteously. Sadly, there have been

    occasions when relatives and visitors

    have treated staff unreasonably.

    Staff should not have to put up with such

    behaviour. We do not tolerate threatening,

    abusive or violent behaviour.

    We ask that you please keep your tone and

    mood calm and respectful. If you become

    frustrated, then by all means ask to speak

    to the person in charge. It is not acceptable

    to verbally abuse staff, raise your voice or

    become threatening in any way. Resolving

    difficult situations can only be achieved

    when individuals cooperate, stay in control

    of their behaviour and respond reasonably.

    Any relative or visitor who does not comply

    with reasonable requests by staff will be

    asked to leave the centre. If a relative or

    visitor who is asked to leave refuses to do

    so, staff will have no alternative but to call

    the Police and seek assistance with the

    removal of that offending person or persons.

    Any individual who is intoxicated or under

    the effect of drugs will be asked to leave the

    centre. Refusal to do so will result in a call

    to the Police.

    3.3.3 Code of Conduct for Our Staff

    We expect all staff to behave in a manner

    that is in keeping with our Vision, Values and

    Culture. Allegations of improper conduct will

    always be investigated thoroughly. We expect

    that residents, relatives and any person

    dealing with a SummitCare representative

    should always experience a high level of

    professionalism and customer service. Staff

    are expected to wear a uniform and a name

  • 33 | SummitCare Resident Handbook

    badge to help residents and visitors identify

    them. Should you have a negative experience

    then please note the individuals name, and

    the date and time of the incident as these

    details enable a thorough investigation.

    3.4 Resident Advocates

    3.4.1 Resident as Decision-Maker

    At SummitCare the resident is our main

    focus. We work to keep each resident as

    the primary decision maker, unless they

    are assessed as requiring the support

    of an advocate. The role of advocate in

    decision-making terms is primarily referred

    to the person responsible or this role

    can be assigned to another party through

    processes such as Enduring Guardianship.

    We work collaboratively with residents

    and their nominated person responsible

    to enable and support engagement in all

    decision-making matters of choice for as

    long as the resident is assessed as being

    able to do so.

    If staff become concerned that a resident is

    no longer capable of independent decision-

    making, this will be referred to the person

    responsible or the medical practitioner for

    further follow up. If neither of these people

    is willing or available, then we will submit

    an urgent application for guardianship

    on behalf of the resident for independent

    assessment by the Guardianship Tribunal.

    3.4.2 Role of Person Responsible

    If a resident is not capable of consenting to

    proposed treatment because of a disability,

    the law provides for consent to be given by

    the residents person responsible. If there

    is no person responsible, in most cases

    treatment may be given without consent.

    Two commonly asked questions about

    the person responsible have been

    identified by The NSW Guardianship Board:

    1. Who is the person responsible?

    The person responsible is not necessarily

    the residents next of kin. This is a statutory

    concept defined in The Guardianship Act

    1987. A person responsible makes decisions

    for the resident who has a disability and

    who is incapable of making an informed

    decision about consenting to treatment.

    For a person in residential aged care the

    person responsible is one of the following

    (in order of priority):

    a guardian (including an enduring

    guardian) who has the power to

    consent to health care, which includes

    the power to refuse or withdraw

    consent to treatment

    a spouse including a de-facto spouse

    an unpaid carer who is now providing

    domestic services or support to

    the resident, or who provided these

    services and support before the

    resident entered a residential facility

  • SummitCare Resident Handbook | 34

    a relative or friend who has both a close

    personal relationship and a personal

    interest in the residents welfare.

    There can only be one person responsible

    for each resident.

    2. What if there is no person responsible

    for the resident?

    Despite the expanded definition of person

    responsible there will be situations where

    there is no relative or carer or friend

    available to make a decision about medical

    or dental treatment. In such cases it is

    possible to carry out the medical or dental

    treatment without consent only if the

    following conditions are satisfied:

    there is no person responsible

    available to give consent;

    the doctor or dentist certifies in

    writing in the patients clinical record

    that the treatment is necessary and

    will most successfully promote the

    patients health and wellbeing;

    the patient does not object to

    the treatment; and

    the proposed treatment does

    not include one of the excluded

    treatments listed.

    Residents without an available

    person responsible will be referred

    to the Guardianship Board to seek

    a publicly appointed guardian for

    ongoing management.

    SummitCare staff cannot take on these

    decision-making responsibilities under

    any circumstances. 3.4.3 Power of Attorney

    A Power of Attorney is a document a

    resident can sign to appoint another person

    (called their Attorney) to act for them in

    relation to financial affairs. The document

    states what the Attorney is authorised to

    do. This can be quite narrow and specific,

    or as general as desired. Any lawful action

    taken by the Attorney under the Power of

    Attorney is binding on the resident, so it is

    important to appoint someone trustworthy.

    When the Power of Attorney is signed, the

    document can be given to the Attorney, or

    the resident can keep it until the need arises.

    The Attorney can use the document to prove

    that he or she is authorised to act on the

    residents behalf. Even though the resident

    has appointed an Attorney, they can still

    personally carry out any transactions, such

    as banking and the sale of property, while

    they retain the ability to do so.

    3.4.4 Enduring Power of Attorney

    If a resident wants their attorney to

    retain the authority given to them, even if

    they lose the capacity to make their own

    decisions, they must sign a document called

    an Enduring Power of Attorney.

    An Enduring Power of Attorney differs

  • 35 | SummitCare Resident Handbook

    from a general Power of Attorney in that:

    the intention for the Enduring Power

    of Attorney to continue is stated in

    the document;

    the residents Attorney(s) must accept

    the appointment before the Power of

    Attorney can come into effect;

    the residents signature on the

    document is witnessed by a person

    such as a Solicitor, Barrister or Local

    Court Registrar. The witness cannot

    be the person the resident proposes

    to act as their Enduring Attorney;

    and

    the person witnessing the residents

    signature must also complete a

    certificate about the residents

    understanding.

    Making an Enduring Power of Attorney is

    a way for the resident to legally appoint a

    person of their choosing to manage their

    financial affairs if they later lose capacity

    to make these decisions for themselves.

    3.4.5 What is an Enduring Guardian?

    An Enduring Guardian is someone the

    resident appoints (at a time when they

    have capacity) to make personal, health or

    lifestyle decisions on their behalf, should

    they lose the capacity to make them for

    themselves.

    The resident can appoint more than one

    Enduring Guardian if they wish. They should

    choose the decision-making areas in which

    they want the enduring guardian to be

    involved these are called functions. The

    resident can give their enduring guardian

    as many or as few functions as they like.

    For example, the resident can authorise

    their enduring guardian to make decisions

    regarding where they may need to live or

    what medical treatment they should receive.

    The residents Enduring Guardian must act

    within the principles of The Guardianship

    Act 1987, in the best interests of the resident

    and within the law. A resident cannot give

    their guardian a function or a direction that

    would involve them in an unlawful act, such

    as euthanasia.

    3.4.6 How Can a Solicitor Help?

    A residents solicitor can:

    tell them more about how a power

    of attorney or the appointment of

    an enduring guardian can be used

    to help manage their financial and

    personal affairs, should they lose the

    ability to manage them themselves;

    prepare and explain the documents

    for the power of attorney and

    appointment of enduring guardian,

    and arrange the necessary signatures

    and certificates.

  • SummitCare Resident Handbook | 36

    3.4.7 Access to Clinical Records

    A resident or their person responsible can

    seek access to a residents clinical record.

    Please refer to the SummitCare Privacy

    Policy. (Please see section 6.3.3. Privacy

    pg 62 for more information) and the

    www.privacy.com.au reference NPP

    Section Six Access and Correction.

    All requests for access to clinical files must

    be provided in writing to the Operations

    Manager at the centre. These requests

    must include details regarding the specific

    nature of the request. Approval is based on

    assessment of an individuals circumstance

    in accordance with the National Privacy

    Principles. For more information visit

    the Office of the Australian Information

    Commissioner www.privacy.com.au or

    phone 1300 363 992.

    3.4.8 The Aged-Care Rights Service

    The Aged-Care Rights Service Inc (TARS)

    is a community legal centre that provides

    non-legal advocacy for the residents of

    Commonwealth funded hostels and nursing

    homes and recipients of in-home aged

    care in New South Wales and legal advice

    and advocacy for residents of self-care

    retirement villages. All calls to TARS

    are confidential.

    TARS contact details are:

    TARS - The Aged-Care Rights Service Inc.

    Level 4, 418A Elizabeth Street

    Surry Hills NSW 2010

    Ph: (02) 9281 3600

    Country Callers: 1800 424 079

    Fax: (02) 9281 3672

    www.tars.com.au

    3.5 Safe Environment

    3.5.1 Safe Equipment and Resident Personal Items

    Residents are encouraged to personalise the

    space i