My Handbook Residential Services

My Handbook Residential Services

Welcome to BaptistCare

BaptistCare has been caring for people in our community for over 80 years. It’s why we exist. As a Christian organisation, everything we do is driven by the desire to transform lives through the love of Christ, Because we care

This handbook provides you with important information that you require upon entering a BaptistCare home, such as the services we provide.

Our staff and volunteers are eager to ensure that your settling in period is as relaxed and comfortable as possible and we invite you to speak with any member of staff should you have any questions or require any assistance. We also encourage your family to be involved while you settle in. They are always welcome!

At BaptistCare we are dedicated to providing person-centred care that encourages independence and quality of life. This is why we focus on the whole person and seek to meet not just physical needs but emotional and spiritual needs also. We strive to be responsive, empowering and supporting with caring and professional staff to respond positively and thoughtfully to your needs. Our philosophy of care is based on Christian principles that are reflected in all aspects of our purpose, vision, values and services. We genuinely care for those in our communities and our values of Love, Respect , Empowerment and Reliability are integral to every staff member.

Once again, I am pleased to welcome you to BaptistCare! We are looking forward to being of service and partnering with you. The journey has been remarkable for the last 80 years and I know we have a bright future with many exciting new goals ahead, for us to take on together.

Charles Moore Chief Executive Officer

My handbook

This handbook is designed to be a quick and easy reference to help you settle in and get comfortable in your new home. It contains quite a bit of information for you to consider so we recommend you take the time to review the pages and mark the ones you need to come back to in the future.

In case you have questions or need help going through the document, please do not hesitate to contact your Administration Team.

They will be more than happy to help.

My services

“The care staff who have attended to Mum during her time at BaptistCare have been unbelievable.”

Irene

Family member

My services

At BaptistCare, we are committed to providing you with a warm and friendly atmosphere, together with welcoming and comfortable living spaces.

My room

We have individual and companion rooms available. Many of our individual rooms will come with an en-suite. If not, there will be a shared bathroom close at hand. Our bathrooms come with shower curtains (where necessary), floor coverings, light fittings, heating and an emergency call system.

Have a look over your Key Features Statement to find out more.

We will be able to provide you with furnishings which include:

• Bed and mattress, bed linen, blankets and quilt cover,

• Bedside locker, chair with arms, dining, lounge and recreational furnishings, privacy screens (for companion rooms), wardrobe space and towel rail.

Depending on your care, safety and comfort needs, we can also support you with these options:

• Aids to support your dignity and comfort, for example specialised mattresses. Your room will also include fittings and fixtures.

Utilities such as electricity and water are provided as part of your agreement.

If you change rooms for any reason, staff will help you move your possessions.

Items you may like to bring with you

You are welcome to bring items to decorate and personalise your room. We encourage you to bring family photos, mementos and small items of furniture to make your room as comfortable and familiar as possible. It may not be possible to bring large items such as pieces of furniture. Please talk with the Residential Manager about what you plan to bring with you so we can ensure your belongings are suitable for the space and environment.

Laundry services

When it comes to keeping your clothes clean, we can provide this service for you. The laundering process may take a few days, so we recommend you have spare clean clothes available.

We provide general laundering but we are not able to provide hand washing or special laundering for delicate fabrics or woollens. In some cases you may like to arrange for your clothes to be sent to a dry cleaner, who will bill you directly.

We launder clothes for many residents, so we will label your clothing for you.

You may also choose and pay for your own identification system as long as it is at least the equivalent standard to our system.

To wash your clothes, our homes will use commercial washing and drying equipment which can reduce the lifespan of your clothing – particularly if they are garments that require frequent washing. We do take the best care possible when laundering your clothes, but unfortunately we cannot accept liability for the repair or replacement of them if damaged.

Cleaning

While you are with us, we will ensure your room and the common areas are kept clean and tidy. You are welcome to clean your own living space if you would prefer and are able, but if not, we’re more than happy to do this.

Dining and beverages

At BaptistCare, we ensure that you are provided with nutritious meals and refreshments. You will be provided with three meals a day as well as morning and afternoon tea. Supper can also be provided. We also always have a range of seasonal fruits and beverages including juices available for you as well.

Our homes have flexible breakfast times so you can wake and have breakfast when it suits you. This may be buffet style or extended breakfast times. We generally like to serve our meals in the dining room – it is great to eat together as a community, however we understand that you may wish to dine in your room. If this is the case, we can bring meals to your room. Snacks are available for people to enjoy throughout the day.

We welcome your feedback at any time on ways we can improve our menu to ensure that your preferences are considered in our menu planning. Please consider joining any of our food focus groups which meet regularly.

Nutritional supplements can be provided if you are assessed by a health professional as needing them to ensure adequate nutrition and hydration.

Food safety

The meals and drinks provided at BaptistCare undergo strict monitoring and safety checks. This ensures that healthy meals and drinks are provided. We understand however that you might like to bring in your own food from time to time. If this is the case then there a few points to keep in mind.

• If you would like to share food brought in from external sources, check with our staff first in case the people you are sharing with have special dietary requirements and/or restrictions,

• Our homes are obligated to practice within legislated food safety regulations.

Transport

Each BaptistCare residential aged care home has a bus that is used for activities and outings. It is wheelchair accessible. Should you wish to book a taxi, our staff at reception will be happy to do so for you. Transport to medical specialists and other appointments will need to be organised by you or your family. Should you require assistance, please contact the Registered Nurse.

Administration

When you stay at a BaptistCare home, we look after the day to day administration to ensure the smooth running of our service for you and your family.

Following is a list of items we take care of:

• The payment of all utilities such as water and electricity,

• Building and grounds management and maintenance,

• Disposing of garbage and other waste,

• Cleaning of your room and en-suite (if provided),

• Maintenance of all BaptistCare equipment,

• Regular pest control services,

• All costs related to employing our staff,

• Rates, taxes and all charges payable to any Government authority,

• Processing of fees and charges, and preparation of accounts,

• Insurance including workers compensation for BaptistCare staff, Public Liability and buildings and contents insurance. This insurance excludes coverage of your personal contents and belongings. You can find out more in the Finance section of this booklet under ‘Personal Insurance’,

• All other costs that BaptistCare considers necessary to effectively operate and manage the service.

Visitors

Your family and friends are welcome to visit any day of the week and we encourage you to maintain as much community contact as possible. We have no specific visiting hours but please check with the home if you wish to visit between 8pm and 8am. We would ask that visitors be mindful of the needs of all residents with regard to noise and privacy. Children must be accompanied and supervised by an adult at all times.

We also ask that visitors respect the privacy of residents in companion rooms and visit loved ones in public areas if requested by a member of staff.

BaptistCare has a Code of Conduct for visitors and contractors which is posted in a central visible location at each home.

Dining with guests

If you would like to invite friends or family over for a meal, you are always welcome. Have a chat with the Residential Manager beforehand. A small cost will apply.

Special occasions

Having a birthday or another special occasion coming up? We can make an area available for you to enjoy with your family and friends. Some of our homes can also cater for a fee.

Services Plus

Keep up your regular lifestyle and day to day comforts through the Services Plus program. Access various meal and entertainment options, in-room services and other specific choices; all allowing you more choice during your time with us. Please see the Services Plus brochure for further detail or contact your Residential Manager.

My lifestyle

“I just love this place, wonderful staff, wonderful activities and wonderful variety!”

BaptistCare resident Elizabeth

My lifestyle

Social activities

Life continues when you move into our homes and part of that life is making sure we support you to still enjoy life as you always have. This refers to social activities and roles perhaps helping out. We would also like to include opportunities for you to do something new.

Our home teams will work with you to understand your preferences and how we can support you to remain engaged and active. Our homes are diverse communities and our lifestyle opportunities are also diverse - we respect everyone as an individual. Our range of activities includes everything from day to day opportunities such as current affairs, walking and exercise groups, cooking, music and movies. We have a range of special events happening and outings are also on offer. And there are always opportunities to help out – things like being part of interview panels with managers supporting home recruitment, helping with meals, running activities, delivering mail and so many more – there is a job available for every ability.

We also want to support you to keep connected with groups that are important to you outside the home. So we will talk to you about what is important to you both inside and outside the home. We love to encourage an active, social lifestyle, however it is always your choice in how involved you would like to be.

A regular calendar of activities is published giving you ample notice of what is happening in the home. Interruptions to activities occur from time to time. Occasionally there may be some costs involved with certain activities such as transport or entry fees but we will let you know if this is the case beforehand.

Consumer Advisory Body

BaptistCare is keen to enable residents from all BaptistCare homes to look at ways we can ensure residents are involved in planning and delivery of their care and services.

One of those ways is through our Consumer Advisory Body (also known as Resident Advisory Group). This is a group of residents representing BaptistCare homes who meet regularly with the organisation to provide feedback, suggestions and review of anything and everything that matters to them.

Any person living in our homes is invited to nominate to be part of the group. It doesn’t matter who you are, every resident is important and has something to offer.

Please talk to the Residential Manager if you are interested.

Cultural and linguistic diversity

BaptistCare is committed to providing care for all people.

We recognise First Nations Peoples and their connections to the lands, waters, seas, skies, and communities in which we work and serve our communities. We also recognise First Nations Peoples as the Traditional Custodians of the oldest living culture and pay respects to their Elders past and present. BaptistCare is committed to Reconciliation and providing safe and inclusive communities for residents to live in.

BaptistCare will support you to maintain your cultural identity and linguistic diversity in ways that are important to you. This may be things like community groups, food preferences, music preferences and communication in your language of choice. We also celebrate culturally significant days in homes as guided by the residents.

To support access to communication in your language of choice, BaptistCare has an account with the Translation Information Service (TIS National) provided by Services Australia.

For further information, speak with your Residential Manager or Leisure & Lifestyle team. Additional reading can also be found via our Good Practice Guide on Cultural and Linguistic.

Sexuality and gender diversity

Each person is unique, loved by God, worthy of respect, dignity and inclusion in the community. BaptistCare is committed to providing care and services to all people based on acknowledging the unique background and individuality of each person.

We seek to provide an inclusive, welcoming, professional and safe environment for all people, including those who identify as being Lesbian, Gay, Bisexual, Transgender or Intersex (LGBTIQ).

In doing so, we recognise and acknowledge the diverse range of needs and characteristics within our communities, including those of sexual and gender diversity.

We acknowledge that expression of sexual identity is a basic human right and important for emotional wellbeing. Sexual identity includes concepts of body image, self-esteem, self-perception, sexuality, intimacy and sexual preferences.

For further reading ask your Residential Manager for the Working With LGBTIQ People; Our Shared Values booklet.

Supporting Your Choices

BaptistCare encourages you to maintain your independence and to be involved in the development of your care. While safety is always an important consideration, you

have the right to choose which activities you wish to undertake and those you do not, including activities that may involve an element of risk.

Your choice will be respected and we do this by understanding risk assessment process with you, this may include completion of some documentation. We also have conversations with you and provide any information you need to support any decisions you need to make.

Understandably activities that pose a risk to other residents, staff or the service will not be permitted and we can discuss alternative options with you

Alcohol

We respect your lifestyle choice to enjoy alcohol and we ask that when you have a drink you keep to the following guidelines:

• Consume alcohol in moderation and considering those you share the home with.

• Alcohol consumption is agreed upon following a discussion with your usual doctor.

• Alcohol is stored by us for you to request, you can discuss with the Residential Manager if you would like another arrangement.

Leave entitlements

We recognise that you will need to make arrangements to move into one of our BaptistCare homes. To allow you time to do this, your place can be held for up to seven days (this is known as pre-entry leave) provided you are not in a residential aged care home elsewhere and you have signed and returned your Agreement to the Coordinator Sales and Admission.

The pre-entry leave used will be deducted from your social leave allocation. If, however, you decide not to take up the place at BaptistCare during or after this time, you will be liable for any fees and charges applicable.

You are entitled to Social Leave (of currently up to 52 days per financial year provided that you notify BaptistCare before taking such leave) and unlimited Hospital Leave. While away on leave or in hospital your fees will continue to be charged. Any pre-entry leave is considered Social Leave and will be deducted from your available Social Leave days in your first year.

If you are away from the Service on Social Leave for more than the Commonwealth funded 52 days in any one year, additional fees and charges will be payable.

Elections

Legislation requires that if you are enrolled to vote then you must continue voting in all state and federal elections unless you have been assessed by a medical practitioner and the electoral commission has been notified. We will provide access to postal voting options or polling booths for you. We can also provide information on how to change your electoral details or to cease voting if required.

Infection prevention and outbreak management

As part of our commitment to your health and safety and that of our staff, we regularly remind our residents and staff, family members, visitors and volunteers to sanitise their hands on entry and exit. Staff wash their hands before and after attending to residents.

During an outbreak such as the flu, affected residents remain in their room and we may ask visitors not to visit their relative or friend. Of course there are always exceptions and in such circumstances we ask that you contact the Residential Manager or person in charge before plans are made. Also anyone who has a cough, cold, fever, diarrhoea or vomiting or is generally unwell should avoid visiting the home until they have made a full recovery. If visitors are unsure what to do in this situation, they should check with our team before arriving.

BaptistCare Care Partners is a program which supports a designated person to continue visiting people living in our homes during an outbreak. Please refer to information on this regarding specifics.

My care

“I have been coming here for years and I have always enjoyed it. Everyone has been very good to me. When I decided to come in permanently the staff and residents were wonderful!”

BaptistCare resident

My care

Daily living activities

Each day, we will work with you to ensure you receive care that suits your needs, goals and preferences.

This may include individual attention and supervision as well as physical assistance with the following:

• Bathing, showering, personal hygiene,grooming and oral care,

• Maintaining continence or managing incontinence, and using aids and appliances designed to assist continence management,

• Eating, using utensils and eating aids including assisting you with meals if required,

• Dressing, undressing, and using dressing aids,

• Moving, walking, wheelchair use, and using devices and appliances designed to aid mobility

• Communication, including addressing difficulties arising from impaired hearing, sight or speech, or lack of common language (including fitting sensory communication aids), checking hearing aid batteries and cleaning spectacles,

• Emotional support and supervision.

If you require emergency support, there is always at least one qualified staff member close by to assist you.

BaptistCare Care Partner Program

The Care Partner Program recognises that family members and those close to the resident are an integral part of each other’s life.

A Care Partner is a person very familiar to

the resident who visits regularly and plays an active role in supporting the wellbeing and care of the resident. With agreement from the resident, the support may include anything from emotional, social, cultural or spiritual support to assistance with physical care or community outings.

The Care Partner is able to continue to visit and provide support to the resident during an outbreak situation. Information is provided to ensure Care Partners are familiar with infection control procedures that are implemented during an outbreak. If the family member and resident are interested in progressing with a Care Partner arrangement, please ask the Residential Manager a brochure which provides further information.

Specified care and services

Treatments and procedures are carried out according to the instructions of a health professional or a person responsible for assessing your personal care needs. This includes supervision and physical assistance taking medications, and ordering and reordering medications, subject to requirements of State or Territory law.

Care plans are developed in partnership with residents and their families - this will be done when you first move to the home and along the way as together. We will provide you a copy of your care plan following a care conference, you can also request a copy of your care plan at any time.

Assessments and care plans are carried out by Registered Nurses. They will also consult with you on an ongoing basis to evaluate your care and make sure you are getting what you need.

Your care plan will take into account your personal circumstances and will include clinical care you may require such as:

• Pain management

• Pressure injury prevention and management

• Wound management

• Falls management

• Mental health management

• Medication management

• End of life and palliative care

• Bowel management

• Managing swallowing difficulties

• Management of urinary catheters,

• Supporting other clinical needs such as oxygen therapy

• Any clinical needs for your general wellbeing

BaptistCare antimicrobial stewardship program

Antimicrobial stewardship involves making sure antibiotics are used wisely. Bacteria can develop resistance to specific antibiotics, meaning that the antibiotic is no longer effective against the same bacteria. To help prevent the development of current and future bacterial resistance, it is important to prescribe antibiotics according to the principals of antimicrobial stewardship, such as prescribing antibiotics only when needed (and not for mild infections such as colds, earache or sore throats).

Rehabilitation and reablement support

We can help you with rehabilitation and reablement through customised therapy programs that meet your current needs. Our programs are designed by health professionals and work towards maintaining or restoring your ability to do daily tasks.

Assistance in obtaining health practitioner and allied health support

Our staff can help you, a family member or another person representing your interests, by arranging for community health, dental, hearing, medical, psychiatric and other health practitioners to visit you. They can also assist in obtaining access to specialised therapy services. In consultation we can also assist in making arrangements for physiotherapists, speech pathologists, podiatrists, occupational therapists and other specialised therapists to visit you.

Choosing your pharmacy

When it comes to providing for your medication needs BaptistCare supports local pharmacies. The pharmacies we support provide an efficient, safe, timely and accurate service. This includes dispensing, labelling, delivering, disposing of and documenting medications. If there is a specific pharmacy you would like to use, please discuss this with your Residential Manager.

If you would like to manage your own medications, we will support you to do this in consultation with your doctor. We will assess this regularly and if circumstances change, we will work with you and your family to provide a safe medication management process for you.

Care management and care conferencing

In the first few weeks of you being in your new home we will meet with you to discuss your wellbeing - your needs, goals and preferences. This is a partnership, where together we discuss and plan how we can best support you.

The assessments inform your plan of care, also known as a Care Plan.

From time to time we review your Care Plan with you, as your preferences, choices and care needs change.

We may review your Care Plan at a formal Care Conference where we meet with you and your representative or family and sometimes other members of the allied health team. We discuss your care needs and any other queries you may like to raise and have clarified. You can also request a Care Conference or speak to your Residential Manager at any time.

A Care Conference may also be informal. This occurs when information is gained via phone calls, emails or even a catch up in a corridor. Your family members are encouraged to take part in this process.

The Care Conference is an opportunity to

talk about what is important to you, and how you wish to live your life. This centres on your well-being and those activities and things that bring you joy and contentment. Your choices and preferences matter, and we look forward to supporting you, where we can, to achieve your goals.

At the Care Conference, we will ask you about your plans for the end of your life. Thinking about this in advance allows you to make plans for your future medical treatment and care needs. If you have documented your wishes in an Advanced Care Directive or Care Plan, we ask that you provide a copy to the Residential Manager for our records. If you have not documented your end of life choices, we will discuss this with you and your representative at the Care Conference.

Chaplaincy

Chaplaincy services are available for your support. Chaplains conduct nondenominational devotions and church services within the home. At some sites, services may be provided from pastors, priests or ministers from other denominations.

Our BaptistCare chaplains are also available to meet with you should you or your family wish to discuss a spiritual and/or emotional issue or just want support or a chat.

While chaplains are able to help you explore faith issues, don’t worry if you are not religious. Whatever your faith or background, our chaplains would be happy to meet with you.

For further reading, ask your Residential Manager for the RESPECT Approach Guide for Spiritual Wellbeing.

My home

“I love being here. I am looked after.”

My home

Contributing to your community

Living amongst others provides many opportunities to contribute to our small community. This can be in many different ways, and it is entirely up to you if, and how, you may wish to share your interests and talents with others. Your care team will talk with you further about what you like to do and how you can assist in the home if you wish to do so.

Maintenance

If you notice any issues please tell the person in charge who will report to the maintenance team for action. If you make any additions or changes to your room, then this will have to be made good or removed when you leave.

Damage to equipment and property

BaptistCare is responsible for keeping all BaptistCare equipment in good working order. You are responsible for repairs to your own personal items and for any damage caused by you to BaptistCare property apart from normal wear and tear. (See also the Motorised Vehicles page.)

Privacy

Respecting your privacy is incredibly important to us. As a care provider, we collect information to ensure we give the best care and service to you, as well as meeting regulations set by the government.

Have a look at the ‘Safeguarding Your Privacy’ brochure - it explains how our privacy policy works. It outlines the reasons for which your information will be collected and used, safeguards that are in place to prevent unauthorised access to your details,

and how you can access this information. As required by legislation, we will ask you to sign the Consent Form included in your admission pack. Please tick the items you are comfortable with before you occupy your room at BaptistCare.

Consent

We will need your informed consent or that of your representative for any treatment, procedure or other interventions that may be required. This will also include the taking of photos and publishing them or any other information about you.

Authorising others to act for you

Everyone has an equal right to make decisions that affect their lives and to have those decisions respected.

However, there may be times when you would like support in making certain decisions.

We provide you with access to the support necessary to make, communicate and participate in decisions that affect your life.

We will involve you in all conversations about your health and care. If this is not possible, then we will involve your nominated representative.

You will be consulted and involved with your representative in all major conversations about your health and welfare.

This representative may be an Enduring Power of Attorney, an Enduring Guardian or a person responsible who could be a family member or friend. If you decide to do this, you will need to nominate your representative in writing when you enter our home. This person will continue to represent you unless you cancel the arrangement in writing.

MyTeam™

The BaptistCare MyTeam approach means that you will have a small number of consistent staff assisting with your personal care as needed. You will get to know these carers and they will understand what’s important to you in your daily care routine and your wellbeing. MyTeam includes you, your family and staff in an ongoing partnership that seeks to support your choices and preferences while you are living with us at BaptistCare.

We draw upon a range of people and professions to ensure you receive the highest quality care. We want you to feel comfortable, safe, happy and a valued member of our community.

Gifts

From time to time, people who have received services from us have wished to provide our staff with gifts as a way of thanks. While not necessary, we appreciate the gesture. We do, however, need to let you know that as part of BaptistCare policy, staff members are not allowed to receive gifts other than small tokens of appreciation such as chocolates or flowers. You are welcome to provide a token gift, but please keep our policy in mind. Have a chat with your Residential Manager to get further clarity if you like.

Witnessing documents

If you need a witness for documents being signed, we recommend you use a person outside BaptistCare. Our policy precludes staff from being appointed Power of Attorney and from witnessing your Will or any other legal document – including your residential aged care agreement.

Governance

One of the roles of the Board of BaptistCare NSW & ACT includes the establishment of systems and processes that shape, enable and oversee the management of the organisation. As such, the BaptistCare Board

promotes a culture of safety and quality, diversity and inclusion within its systems and processes which includes planning and managing internal and external emergencies. The BaptistCare Board drives and monitors improvements to ensure commitment to continuing quality care and services in the best interest of our residents.

Volunteers

BaptistCare wouldn’t be here without the generosity of its volunteers. In fact, our organisation owes its existence to a small group of committed people who generously donated their time and money in the 1940s and 50s to help establish homes for children and the elderly.

Volunteering is an incredibly rewarding experience, and just one other way to give back to the community. At many of our services, we have volunteers who contribute in a meaningful way to assist our residents. Some of our residents volunteer their time, as do their friends and families. If you know of anyone who may be interested in helping by volunteering, they can contact the lifestyle coordinator or Residential Manager.

Please note that all volunteers will be required to undergo the same aged care police check procedures and orientation that all our staff and contractors undergo.

After you leave

After you leave, your room must be cleared of personal belongings within 48 hours of being vacated.

If need be, staff can assist to clear the room. Unfortunately, we are unable to store any items and nor do we accept donations of furniture or clothing or other personal effects. You can discuss this further with the Residential Manager.

Caring for your safety

Providing a safe, comfortable, person centred care environment is incredibly important. To help with this, we have put in place a range of measures, which we ask all staff, residents and visitors to follow:

• Safety and comfort is a key priority when choosing equipment designed to provide assistance to residents and promote independence.

• Residents requiring assistance to get in and out of bed will be risk assessed by an appropriately qualified person and as part of this assessment bed assistive devices may be recommended.

• BaptistCare has guidelines in place to ensure that bed assistive devices are appropriate and safe. We do not support the use of bed rails and some bed poles –we have alternatives to these devices. The clinical team will be happy to discuss this with you further and provide information.

• Due to the risks associated with burns, hot water bottles are not used in our homes. We provide heat packs which are approved by the Therapeutic Goods Administration for use in health care services. These will be used under the direct supervision of our staff,

• Should you wish to use an electric blanket, these must be waterproof and have an automatic timer function. Please see the Residential Manager if you have any concerns,

• Kettles are not supplied in resident rooms. If you would like to discuss this further, the Residential Manager can suggest alternatives or the risk assessment process to have a kettle in your room.

• Several of our homes are equipped with CCTV for security purposes. Additionally, our exit doors feature security key pads. Feel free to approach any team member for the passcode should you need to enter or exit the home.

• Due to the risk of fire, residents are

unable to have their own toaster. A full description of the environmental security measures is available in the provisions in your residential aged care agreement. If you wish to have a separate copy of these measures, please ask your Residential Manager,

• BaptistCare has a smoking policy and aims to be smoke-free. If you wish to continue to smoke this must be discussed with the Residential Manager. We will need to also assess your capacity to smoke safely so that we can ensure your safety and that of others. If you choose to smoke, you must do so strictly in accordance with our policy and only smoke in the designated smoking area. Vaping devices are not permitted on BaptistCare property because of the high risk of spontaneous fires and the unknown side effects of the vaping chemicals to others. We request residents, friends and family not to bring vapes onto the property. If you (resident) normally smoke vapes we recommend you talk to your doctor about an alternative,

• In some of our homes you may be able to have your own refrigerator. It will need to fit to certain specifications and you will be supplied with a copy of the cleaning and maintenance policy that applies to these appliances. Part of the maintenance will be ensuring temperatures and contents of the fridge are monitored. Of course most of our homes have fridges for resident use - feel free to check where these are so you can use them.

• Additional locks, bolts or chains can’t be fitted to any door,

• Firearms or other weapons cannot be brought into our home,

• Double adaptors and piggy-back plugs must not be used. Power boards may be used if they have a cut-off switch and have been checked by our maintenance person,

• Rooms must be kept reasonably clear,

with minimal excess furniture, equipment or personal items that may impact your safety and the safety of staff and your visitors,

• We may do a risk assessment of your room at any time as part of our Work Health and Safety requirements to ensure your safety and the safety of all other clients, staff and visitors,

• Heating is supplied in your room and use of additional heaters is discouraged. If you have any concerns regarding the comfort of your room please discuss with the shift supervisor in the first instance or your Residential Manager should you require further clarification,

• Clothing or other articles should not be placed on heaters,

• When you are planning to spend time outdoors, we recommend that you consider wearing a hat and applying sunscreen. We can provide you with sunscreen and can also assist you to apply sun protection. In warmer weather, we recommend you drink enough water to keep well hydrated. If you are on an outing, take a water bottle or ensure there will be another way to have a drink of water.

Emergency procedures

In the very unlikely event of an emergency that requires an evacuation, please follow the guidance of staff. During the emergency you may need to leave your room for a short time.

At times, the home may also carry out test exercises as part of emergency preparedness procedures. Please be guided by and follow staff during these times as well. You will be provided information more fully on emergency procedures when you move into the home.

Nurse assist / emergency call bells

Nurse assist and emergency call bell buttons are in each room as well as throughout the home. You can use these for assistance with your care - for example, if you require support in the bathroom. You can also use the bell in an emergency (e.g. if you have fallen).

Communal areas

At BaptistCare, you will have access to fully furnished dining and lounge rooms as well as gardens and areas for activities. These areas are used for regular recreational activities. Additionally, if you want to pursue a hobby or enjoy a game with friends or another activity, your care team can work with you to ensure you do what you enjoy.

We love having your friends and family over. Children must have an adult with them at all times who can keep an eye on their noise and energy levels.

Some of our residents have a cognitive impairment (such as those living with dementia) and may at times act in a way that would be considered unusual and perhaps inappropriate. Please be mindful of this and we would appreciate it if you show patience and understanding (as it is their home too), while we manage the situation.

Noise

Everyone tends to have a different level of noise tolerance. As you will be living in a community setting, we ask that you and your visitors are mindful of the level of noise, which may disturb other residents. If you need to have devices such as a television or radio at a high volume, perhaps you could consider using headphones?

Pets

Our pet policy supports and encourages supervised pet visits. We encourage pet therapy and activities for our residents, to promote their wellbeing and enhance their quality of life.

However, we do ask that if your family or friends wish to bring in a pet to visit you, that they see the Residential Manager for approval before the pet’s first visit so that we can be assured that the pet is suitable for visiting an aged care home. Any dog brought into the facility must be on a lead and under supervision at all times. We are unable to allow any pets to live with you while at a BaptistCare home, however you are welcome to discuss your situation with the Residential Manager.

Motorised vehicles

If you would like to operate a motorised vehicle to help you get around, we can work with you to make this happen. First, we’ll need to have an appropriate health care practitioner (such as an occupational therapist) provide an assessment to ensure your individual safety as well as the safety of others.

If you are assessed as being able to use a motorised vehicle in the home, the following points also need to be met:

• The Residential Manager approves,

• The design and layout of the building allows for safe manoeuvring of the vehicle,

• The building has suitable space and equipment for the motorised vehicle to be stored and recharged,

• You have regular reassessments as determined by your Residential Manager,

• You have Personal Liability Insurance cover and a copy of this is held by BaptistCare,

• You accept responsibility to pay for any damage to property or injury to people caused when you are operating the vehicle,

• The vehicle is regularly maintained and proof of this is given to your Residential Manager annually and;

• You arrange and pay to have protective strips installed on doors and door frames in your room, if required by the Residential Manager.

For the safety of clients, BaptistCare has the right at any time to withdraw permission for use of your motorised vehicle within the home and the surrounding grounds.

My Finances

My finances

The Commonwealth Government regulates the maximum fees and charges levied by residential aged care services and these can vary depending on a number of factors such as the type of accommodation and your level of income and assets. Your Residential Care Agreement provides detailed information about the applicable fees and charges associated with the provision of your particular accommodation, care and services. All fees, charges and accommodation payments are based on your financial circumstances and the maximum accommodation payment applicable to the room you have been offered. All fees and charges are set with reference to the Aged Care Act 1997 and the Commonwealth Department of Health. Listed below is an overview of fees and charges that may be levied for residents who entered aged care after 1 July 2014.

Basic fee

The maximum Daily Care Fee (“Basic Fee”) is set by the Department of Health and the fees charged by BaptistCare fall within this range. The Basic Fee applicable for your care and accommodation is set out in your Agreement. In accordance with the requirements of the Aged Care Act 1997, the Basic Fee will be increased twice per year in line with the indexation of the Age Pension.

Basic Fees are payable fortnightly in advance and we request that they be paid by direct debit from your nominated bank account. If you receive payments as a result of a workers compensation, third party or common law compensation entitlement, the Basic Fees are higher. This will be set out in your Agreement.

Accommodation contribution

After an income and asset assessment process, if you are deemed to be a partial low means care recipient by the Department of Health, then you will be asked to pay an accommodation contribution. This can be paid as a daily accommodation contribution (DAC) or as a lump sum referred to as a refundable accommodation contribution (RAC) An accommodation contribution is variable and is based on the difference between what funding the Government will pay the service for your care and the maximum funding the service receives for fully low means care recipients.

The level of your low means status may be varied by the Department of Health if your financial circumstances change after admission.

Accommodation payment

The Accommodation Payment provides the funding that BaptistCare needs to maintain and improve care homes for clients. You have 28 days from the date of entry to choose the way you will pay for your accommodation. If you entered aged care after 1 July 2014 you may be asked to pay either a lump sum refundable accommodation deposit (RAD) or a daily accommodation payment (DAP)or a combination of both. The maximum refundable accommodation deposit (RAD) and associated daily accommodation payment (DAP)is listed on the Key Features Statement for your service. If you choose to change rooms your accommodation payment may change. Your agreement outlines the accommodation payment that is payable for your accommodation.

Means tested care fee

If you are in permanent aged care you may be asked by the Department of Health to pay a Means Tested Care Fee. This is in addition to the basic daily fee and any accommodation payment. The amount you pay depends on your income and assets and the level of care you need.

If your total assessable income and assets is above the maximum income and assets threshold of a full pensioner you will be asked to pay a Means Tested Care Fee. The maximum level of your means tested fee will be based on your total assessable income and assets. Services Australia determines Means Tested Care Fee amounts based on income and asset information provided, once you have gone through the income and asset assessment process with Services Australia. Services Australia will then notify you and your representative, and BaptistCare of the maximum fees payable. If you do not wish to provide your income and assets details you will pay the maximum Means Tested Care Fee until you reach the annual or lifetime cap.

As we do not set the Means Tested Care

Fee, we are unable to provide you with an estimate of any means tested fee you may need to pay.

For further information regarding Means Tested Care Fees, please call My Aged Care on 1800 200 422 or seek advice from your financial advisor.

Security for accommodation payments

If you elect to pay your Accommodation Payment as a lump sum from the proceeds of the sale of your property (identified on your signed Agreement) or otherwise fail to make satisfactory arrangements to pay your RAD or DAP, then by signing the Agreement you are agreeing to allow BaptistCare to obtain security for the Accomodation Payment over your property by:

• You providing written evidence that you have authorised the purchaser’s solicitor to irrevocably pay BaptistCare directly the accommodation payment outstanding from the proceeds of the sale of your property, or

• BaptistCare may lodge a caveat against the title of the property, for the amount of the Accomodation Payment and our reasonable associated expenses.

Calculation of refund of accommodation payments

The final refund amount will include interest payable by BaptistCare. Interest payable by BaptistCare is calculated in line with our requirements under the Aged Care Act in the following manner:

• At the Base Interest Rate (BIR) for the period between your departure and the completion of the legislated timeframe for refunding the refundable deposit balance or accommodation bond balance. It is not payable for the day of departure, but for each day after you have departed our service until the refundable deposit balance or accommodation bond balance is refunded or the legislated timeframe expires,

• At the Maximum Permissible Interest Rate for any period between when the accommodation payment balance should have been refunded (in accordance with the legislated timeframe) and the date the accommodation payment is actually refunded.

If there is an amount owed to BaptistCare this must be paid within two months of your departure.

Deposit refund guarantee

BaptistCare guarantees to repay your Accommodation Payment balance in accordance with the provisions of the Aged Care Act. (Refer to the Federal Government Guarantee Scheme)

To support this process, independent actuarial studies are used to develop policies and to monitor liquidity levels to ensure that BaptistCare is always able to repay Accommodation Payment balances.

BaptistCare will provide you with a written statement detailing our compliance with legislative Prudential Requirements within four months of the end of each financial year. The statement will be approved by our Directors or other key personnel, and certified or qualified by an independent auditor or accountant.

Bond/Refundable Accommodation Deposit Register

BaptistCare maintains a Refundable Deposit Register which includes information about all refundable accommodation deposits, bonds and pre-1997 entry contributions that are held by the organisation.

You will be supplied with a copy of your entry on the Refundable Deposit Register for the end of financial year, by 31 October each year.

You are welcome to request at any time a copy of your entry in the Refundable Deposit Register or the most recent statement of our audited accounts.

This information will be supplied to you within seven days of your request.

The Refundable Deposit Register records information pertaining to Accommodation Bond/ Refundable Accommodation Deposit lump sum payments only.

Disclosure requirements

BaptistCare will provide to you or your representative on request the following information (for the previous financial year):

• A summary of the permitted uses for which we have used accommodation payments,

• Information about whether we complied with the requirements for permitted uses of accommodation payments and with the prudential requirements for accommodation payments,

• Information about the number of accommodation payment balances (if any) that were not refunded in accordance with the timeframes set by the Act. For entry contributions (payable before 1997), information about the number (if any) that were not refunded in accordance with the entry contribution agreement,

• A copy of the independent audit opinion on our compliance with the prudential requirements for accommodation payments,

• Our most recent statement of audited accounts.

We must also provide:

• A copy of your entry in the bond/ refundable accommodation deposit register, if you have already paid an accommodation payment,

• Our investment objectives and the asset classes we may invest in.

You or your representative may request any or all of the available information.

We must provide the information within seven days of the request, and the information must be correct at the time of the request.

More details are in section 23.42 and section 23.43 of the User Rights Principles 1997 available from www.comlaw.gov.au.

Supported residents and low means care recipients

If you have been assessed to be Supported or a Low Means Care Recipient by the Department of Health, you will not be required to pay an Accommodation Payment whilst your financial circumstances remain the same.

If you have assets and income between the minimum and the maximum amount prescribed by the Department of Health, you will be required to make a contribution to your accommodation costs.

The level of your supported status may be varied by the Department of Health if your financial circumstances change after admission.

If you entered permanent residential aged care before 1 July 2014 and qualified for Government assistance with your accommodation costs, previous arrangements will continue to apply for the duration of your residency regardless of any change in your circumstances.

Departure from the service

If you transfer to another provider, we will refund your Accommodation Payment balance on the day you leave, provided that you notify us in writing of the move at least 14 days before your departure.

If you move to another provider without giving us at least 14 days’ notice, your Accommodation Payment balance will be refunded within 14 days of your written notification or within 14 days of your departure if you do not notify us before the day of your departure.

If you decide to return to the community, the balance of your Accommodation Payment will be refunded within 14 days from notification.

In the event of your passing, BaptistCare

will refund the Accommodation Payment balance in accordance with legislative time frames which currently are within 14 days after receipt of Probate or Letters of Administration. Refund will be by way of Electronic Funds Transfer (EFT) to the bank account of the Estate of the Late or the Trust Account of the Estate’s solicitor. The refund amount will include any interest payable by BaptistCare NSW & ACT as per the Aged Care Act 1997.

If the refund amount is above $100,000, you are required to submit the following documents:

1. Certified copy of the Grant of Probate

2. Certified copy of the Grant of Letters of Administration of the Estate

3. Certified copy of the Will

4. Death Certificate

The following documents are required for all refunds less than $100,000.00:

1. Appropriate Indemnity form (in favour of BaptistCare from all Executors in the Will)

2. Certified copy of the Will

3. Death Certificate (if death did not occur within the Home).

If you do not have a Will, we would encourage you to speak to someone you trust about putting arrangements in place to ensure your Estate is managed appropriately.

Application for fee or accommodation payment reduction due to hardship

The Aged Care Act allows for the payment of fees or an Accommodation Payment to be reduced or waived if paying would cause you hardship. If you wish to apply for a reduction due to hardship, you will have to apply to the Department of Health. Your agreement will specify the amount payable for fees and accommodation payments if the hardship application is declined or stops being in force.

Moving between rooms in a BaptistCare home

If you requested and agree to move from one bed to another in a BaptistCare home the following will apply:

• If you move from a bed with a higher Refundable Accommodation Deposit (RAD) or Daily Accommodation Payment (DAP) to a bed with a lesser RAD or DAP we will issue a new agreement to reflect the reduced payment and where applicable issue a refund to you,

• If you request a move from a bed with a lower RAD or DAP with a higher price we will issue a new agreement reflecting the higher charges that will apply from the date of the move,

Moving from one aged care home to another

If you entered aged care permanently prior to 1 July 2014 and are transferring to a new residential aged care home within 28 days of leaving the previous residential aged care home you have the option of transferring under your existing financial arrangements or entering the new home under the new financial arrangements that were introduced on 1 July 2014. If you transfer more than 28 days after leaving the previous home you are automatically admitted under the new arrangements. If you wish to enter under the new arrangements please advise us in writing prior to your admission. Once admitted, you cannot choose to enter under the new arrangements.

In addition if you choose to enter under the new arrangements, you cannot at a later date decide to be again covered by your existing financial arrangements.

If you transfer to another home after 1 July 2014, you can be asked to pay the published Refundable Accommodation Deposit or associated Daily Accommodation Payment for the bed or room offered. This published price may be higher or lower than your existing arrangements but the new service cannot accept more for your accommodation than the prices they have published.

Moving from a BaptistCare home to another service provider

If you move from a BaptistCare home to another service provider, BaptistCare can give relevant details to the new provider of your accommodation costs such as the amount of the Accommodation Payment available for transfer. If you choose to transfer your refundable deposit to the new provider, BaptistCare can make the payment directly to the new provider if that is your preference or make payment directly to you via cheque or Electronic Funds Transfer.

Moving within the aged care home

You will not be required to move rooms within the aged care home unless:

• The move is at your request,

• You agree to move after being fully consulted and without being subject to any pressure,

• The move is necessary on genuine medical grounds as assessed by an ACAT or at least two medical or other health practitioners,

• The move is necessary if you have been receiving care under a specialist dementia agreement and the clinical advisory committee under that agreement have determined that you are not suitable to continue to receive care,

• The move is necessary to carry out repairs or improvements to the room where the home operates. You have the right to return to the room if it continues to exist as a room for clients when the repairs or improvements are finished. Any move would be made in consultation with you and your family or representative and only after assessment by your care manager.

Ending your occupancy

If you wish to leave the home and end your agreement, we ask that where possible, you give us seven days notice in writing.

BaptistCare realises that departing the service can be an emotional time for everyone concerned but we ask that when you depart, your room is cleared of your personal items within two days of departure.

Resident spending and trust accounts

Through an external provider, we can arrange for a ‘trust account’ to be setup for you. This will manage ‘petty cash’ payments on your behalf for products and services purchased while in our care.

It’s an easy system that gives great peace of mind. All you need to do is top up the account when reminders are given. You can set expense limits as well.

Some examples of what the trust account would cover include: hairdressing, pharmacy, podiatry, newspapers and other relevant expenses.

There are many good reasons to consider setting up a trust account:

• It is easy for you to use or your Power of Attorney,

• It eliminates the need for you or BaptistCare to hold cash,

• It reduces the risks and costs of trust account management,

• It provides easy access to an audit trail of expenditure authorisation.

Talk with your Residential Manager to find out more, or to set this service up for you.

Services Plus fees

Please see page 10 of the Handbook for further details or refer to the Services Plus brochure and Residential Manager for further information.

Personal belongings

If you bring items of great value, such as jewellery, we particularly encourage you to take out personal contents insurance. This is because BaptistCare’s insurance policy conditions do not allow us to accept liability for any loss, breakage or repairs to your personal belongings.

When arranging insurance with a provider of your choice, you should advise the insurance company that a limited number of staff do have access to your room and this access is only used under necessary circumstances.

My say

“I am very happy here. It’s my home.”

BaptistCare resident Catherine

My say

Giving feedback

Our vision is to be the trusted name in life transforming care. Part of this can only come about through your valuable feedback – as trust is based upon relationships and a respectful exchange of ideas.

If you, or your representative, raise a concern related to our service it will be looked into fairly, promptly and confidentially. You can be assured that any concern you raise is without fear of retribution.

If you have a suggestion, a compliment or complaint, you have the following options:

1. Talk directly to the in-charge shift supervisor at the time if appropriate to do so.

2. If you don’t feel the issue is completely resolved, then talk to your Residential Manager who will be happy to make the time to help resolve any issues or respond to your suggestions.

3. Use the local complaints/feedback system at the home to report your concerns.

4. Fill in our “Your Say” brochure, available from all BaptistCare services, and send it to the Residential Manager.

5. If your concern is not resolved to your satisfaction you can choose to contact: General Manager Residential Services

BaptistCare NSW & ACT PO Box 7626

Norwest NSW 2153

Phone: 1300 275 227

Fax: (02) 9023 2501

6. You may also seek advice and support from an external aged care advocate. An advocate is confidential and will always seek permission before taking action.

For advocacy services, please call the National Aged Care Advocacy Line on 1800 700 600. For services in your state and territory you can also contact the Older Persons Advocacy (between persons/ Network) (OPAN) by going to their website opan.com.au.

7. If your concern is not resolved to your satisfaction by BaptistCare, or you wish to complain directly to the commission, you can contact the Aged Care Quality and Safety Commissioner. You can contact them in the following ways: In writing:

Aged Care Quality and Safety Commission GPO Box 9819 (Your capital city and state/territory)

Make sure your letter includes:

 Your name, address and telephone number, if you do not wish to remain anonymous,

 The date you are lodging your complaint,

 Details of your complaint including specific dates of events and relevant comments,

 The name of the aged care home or service and the state or territory,

 The name of the care recipient (the person involved in your complaint).

By phone:

Call 1800 951 822. The call is free from most home phones.

Online:

Visit http://agedcarequality.gov.au to lodge a complaint online. Follow the prompts.

Your advocacy services

We want to ensure you have all the access you need to ensure you can make the best possible choice about the level and quality of care you receive. As such there are a range of advocacy services available that can assist you if required.

The Older Persons Advocacy Network (OPAN) can provide you with free, independent and confidential advocacy and support. This is available to anyone who receives, or has the potential to receive Australian Government subsidised aged care services. Family members or authorised representatives can also access advocacy services. OPAN focuses on promoting the rights of clients as well as helping them be involved in decisions regarding their person centered care options to ensure the best quality of care is provided.

OPAN services are also committed to supporting the relationship between coordinators and aged care providers through education for staff on the protection of your rights. You can contact the Older Persons Advocacy Network (OPAN) on 1800 700 600 or via their website www.OPAN.com.au.

OPAN delivers through its network of nine service delivery organisations across Australia. Each provides a nationally consistent model of independent advocacy, information and education focused on the rights of older Australians in need of care.

Other advocacy services include:

The Senior Rights Service and ACT Disability, Aged and Carer Advocacy Service (ADACAS).

These are community legal organisations which protect your rights when receiving aged care services.

If you want to find out more about advocacy services, you can visit the MyAgedCare government website or you can call the following services directly:

OPAN

1800 700 600

Senior Rights Service

1800 424 079

ADACAS

02 6242 5060

My respite care

“I love living here… I feel safe and cared for…all the staff from cleaners to nurses are just beautiful. My daughter is so pleased that I am here and she feels welcomed whenever she comes to see me.”

My respite care

Residential respite care provides a break for you and your carer.

Respite care is defined in the Act as:

An alternative care arrangement with the primary purpose of giving a carer or a care recipient a short term break from their usual care arrangement. A person can have up to 63 days of respite care in a financial year with the possibility of a 21 day extension if approved by My Aged Care.

Please note that the amount of respite days offered is at the discretion of the Residential Manager.

What to pack for respite care

All clothing and personal items must be clearly but discreetly labelled with your name. If any additional clothing is brought in during your stay please ensure it is labelled and recorded. BaptistCare will launder all your clothes for you.

Please bring at least:

• 3 pairs of pyjamas or nightwear,

• 5 sets of underwear,

• 4 changes of clothes,

• 4 pairs of socks,

• 1 pair of slippers,

• 1 pair of street shoes,

• 1 dressing gown,

• Continence pads if assessed as part of your care requirements.

Support aids or appliances such as hearing aids, glasses and walking frames

A small amount of money may be needed for any personal purchases you wish to make.

Feel free to bring along things that support your interests such as your books, favourite music and craft and hobby items. You will be invited to participate in planned activities and visitors are always welcome.

Also:

• Medicare card,

• Pension Card if applicable,

• All current medication in original packaging and prescriptions,

• Medication chart completed by your doctor.

These items will be returned on discharge.

Your medication

While you are with us, we cover the cost of the administration of your medications. We charge back to you the cost of medication, whether it is prescription or over the counter.

Fees

All Respite Care clients are charged the standard basic daily care fee. This fee is payable in advance.

If respite care is cancelled

In circumstances where you cancel a booking for respite care more than seven days before the proposed date of entry, all the fees will be refunded within 14 days from the day BaptistCare was notified of the cancellation. If notification of the cancellation is given seven days or less before the proposed entry day for respite care, BaptistCare may retain some, or all, of the fees.

If a person enters hospital or dies within seven days before the proposed day for entry into respite care, the fees will be returned. The fees will also be refunded if BaptistCare requires you to leave before the end of the booked period. In any other circumstances, the whole or part of the fees may be retained.

If you decide to leave before the end of the booked respite period, the unused part of the booked period, or a portion of it, may be retained by BaptistCare.

Whilst on Respite Care you are welcome to take day leave to attend social outings or appointments, but you must notify the home of your plans.

Please note that if you do have to go to hospital and are admitted for even just one night, or if you want to take overnight social leave, we are required under the legislation to discharge you.

Glossary

Accommodation bond

This is an asset tested accommodation payment that was payable by partially or non-supported residents to an aged care provider for permanent entry to the home. It was paid as a Lump Sum, Periodic Payments or a Combination of Lump Sum and Periodic Payments (pre 1 July 2014 residents only).

Accommodation contribution

This is a contribution as a Daily Accommodation Contribution (DAC) or a Refundable Accommodation Contribution (RAC) for accommodation provided in residential aged care. The residents who pay an accommodation contribution are those residents who are partially supported. The accommodation contribution is capped at the maximum accommodation supplement the aged care home is currently receiving from the Department of Health.

Accommodation payment

This is an asset based payment based on the published room prices of the aged care home. The accommodation payment can take the form of a Refundable Accommodation Deposit (RAD) or Daily Accommodation Payment.(DAP).

Aged Care Act

This is the principle legislation that regulates the residential aged care programs from 1 October 1997, including amendments, regulations and principles.

Agreed date of entry

This is the agreed date for you to move into the service provided by BaptistCare. If you are in respite care prior to permanent admission it is the date you transfer from respite to permanent accommodation.

Agreement

This is the specific document setting out your terms and conditions of occupancy.

Basic daily fee

This means the standard client contribution referred to in the Aged Care Act 1997. The basic daily fee is based on the amount of the Single Aged Pension. It is a contribution to the client’s daily living costs and is paid fortnightly in advance.

Daily accommodation contribution (DAC)

This is a daily accommodation payment that low means care recipient will be asked to pay.

Daily accommodation payment (DAP)

This is the daily price of a room calculated based on the lump sum refundable accommodation deposit and the interest rate (MPIR) current at time of admission. This published price can therefore go up and down over time depending on how interest rates are moving.

Once a resident has entered a home however the DAP is fixed.

Hospital leave

This is where a permanent resident can take unlimited days of leave for the purpose of receiving hospital treatment as defined in the Aged Care Act.

Income tested fee

The fee payable over and above the basic fee as assessed according to your income (this is for pre 1 July 2014 residents only).

Means tested care fee

The Means Tested Care Fee (this is for post 1 July 2014 residents) is an income and asset based fee that is levied by the Department of Social Services in addition to any Basic Daily Care Fee and Accommodation Payment paid by the resident. The Aged Care Provider collects this fee from the resident and the proceeds are passed in full back to the Department of Social Services by way of a Means Tested Care Fee Reduction

Motorised vehicles

Includes, but not limited to, electric wheelchairs, gophers, scooters and similar modes of transport.

Partially supported resident

A resident who is assessed by the Department as having less than the asset cut-off level for partially supported status but more than the legislated Minimum Assets Amount. Both the Minimum Asset Level and the Asset Cut-Off Level are listed on the current Department of Health Schedule of Fees and Charges.

Pre-entry leave

This is up to seven days of Social Leave which may be used immediately before you move into a BaptistCare home. It is often used by our residents and families to arrange their affairs prior to moving in.

Refundable accommodation contribution (RAC)

The lump sum accommodation payment amount a partial low means care recipient may pay.

Refundable accommodation deposit (RAD)

An accommodation payment which is the base lump sum price of a room/bed that is also used to calculate the equivalent daily price (DAP).

The refundable accommodation deposit for a room or bed is published on a provider’s Key Features Statement.

Service

This is the home owned and managed by BaptistCare.

Social leave

This is time away from the home up to a maximum of 52 days in a financial year for which BaptistCare continues to receive subsidies.

Single age pension

As advised by Centrelink.

User rights principles

These are defined as per the Aged Care Act 1997

Appendix

The Charter of Aged Care Rights is issued by the Department of Health. If you have any questions about Aged Care Rights, please ask your local Client Liaison Team Member.

A copy of the Charter of Aged Care Rights for signing is included in all residential agreements issued from 1 July 2019.

Charter of aged care rights

I have the right to:

1. safe and high quality care and services,

2. be treated with dignity and respect,

3. have my identity, culture and diversity valued and supported,

4. live without abuse and neglect,

5. be informed about my care and services in a way I understand,

6. access all information about myself, including information about my rights, care and services,

7. have control over and make choices about my care, and personal and social life, including where the choices involve personal risk,

8. have control over, and make decisions about, the personal aspects of my daily life, financial affairs and possessions,

9. my independence,

10. be listened to and understood,

11. have a person of my choice, including an aged care advocate, support me or speak on my behalf,

12. complain free from reprisal, and to have my complaints dealt with fairly and promptly,

13. personal privacy and to have my personal information protected,

14. exercise my rights without it adversely affecting the way I am treated.

Consumers

Consumers have the option of signing the Charter of Aged Care Rights (the Charter). Consumers can receive care and services even if they choose not to sign.

If a consumer decides to sign the Charter, they are acknowledging that their provider has given them a copy of the Charter, and assisted them to understand:

• information about consumer rights in relation to the aged care service; and

• information about consumer rights under the Charter.

Providers

Under the aged care law, providers are required to assist consumers to understand their rights and give each consumer a reasonable opportunity to sign the Charter. Providers must give consumers a copy of the Charter that sets out:

• signature of provider’s staff member,

• the date on which the provider gave the consumer a copy of the Charter,

• the date on which the provider gave the consumer (or their authorised person) the opportunity to sign the Charter,

• the consumer (or authorised person)’s signature (if they choose to sign),

• the full name of the consumer (and authorised person, if applicable).

The provider will need to retain a copy of the signed Charter for their records.

The Serious Incident Response Scheme (SIRS)

SIRS is a Government initiative to help reduce the risk of abuse and neglect for people living or staying in a residential aged care home.

The scheme requires aged care providers, such as BaptistCare, to identify, record, manage, resolve and report all serious incidents that occur, or are alleged or suspected to have occurred, in a residential aged care service.

What is reportable incident under the scheme?

There are eight types of serious incidents that are reportable to the Aged Care Quality and Safety Commission, they are listed below;

Unreasonable use of force, unlawful sexual contact or inappropriate sexual conduct, neglect, psychological or emotional abuse, unexpected death, stealing or financial coercion by a staff member, inappropriate use of restrictive practices; and unexplained absence from care.

Residents

As an aged care resident, you have the right to safe and quality care and to live without abuse or neglect. The SIRS will reduce the risk of abuse and neglect for people living in residential aged care homes.

The SIRS and the requirement for providers to have an effective incident management system in place will:

• reduce the chance of you being subject to abuse or neglect in aged care,

• help you access support sooner and on an ongoing basis if a serious incident affects you,

• reduce the likelihood of the serious incident happening again.

Providers

The SIRS will sit alongside, and complement, other requirements that aged care providers must meet. All providers must comply with the Aged Care Quality Standards (see page 44) which detail the standards of care a person can expect as an aged care resident for example:

• The requirement of every residential aged care service to adopt a systematic approach to minimising the risk of, and responding to, serious incidents involving residents,

• Governance systems require approved providers to have in place effective risk management systems and practices that enable them (among other things) to manage high-impact risks associated with the care of residents and to identify and respond to abuse and neglect of residents,

• Feedback and complaints systems that require approved providers to demonstrate that an open discussion has taken place with the resident (open disclosure) when things go wrong in providing care for residents,

• A provider is also legally required to help residents understand their rights under the Charter of Aged Care Rights (see page 42),

• Taken together, the above requirements reinforce the importance of aged care providers having an effective incident management system in place which is a system with a set of processes and procedures used to prevent, manage and respond to incidents.

Find out more at agedcarequality.gov.au or call 1800 951 822

Compliance

Care and services in residential care homes are monitored by the Aged Care Quality and Safety Commission. They do this through regular on-site reviews of our homes and a reaccreditation process. BaptistCare works hard to ensure that care and services meet the outcomes expected by this Commission and that we provide the very best to all people living in our communities.

Additionally, BaptistCare complies with requirements set out by the Department of Health and Ageing such as the National Aged Care Quality Indicator Program, 24/7 Registered Nursing requirements and prescribed care minute requirements which are updated quarterly. You can expect to hear about your home’s compliance through our resident engagement processes including newsletters, meetings and the Consumer Advisory Body.

BaptistCare is committed to introducing any initiatives as determined by the Department of Health and Ageing and the Aged Care Quality and Safety Commission following the Aged Care Royal Commission held in 2018.

Residents’ Courtesy Code

Each resident who lives in a BaptistCare residential home will:

• Be respectful of all people regardless of age, gender, religious belief, cultural background or sexual orientation,

• Respect the privacy of residents, team members, volunteers and visitors in the home,

• Respect the right for all in the home to live and work in an environment where they feel safe and that is free from harassment,

• Respect the personal space and belongings of others,

• Respect the rights and needs of people who live in the home,

• Respect the needs of the whole home as its own, unique community,

• Look after each other and speak up if they are worried or concerned for a fellow resident,

• Be encouraged to be as independent as possible in terms of their health and care needs,

• Work together with the care team by sharing details of any medical history and care needs.

Each resident will manage concerns by:

• Attempting to resolve the issue by talking directly to the person concerned but only if they feel safe and comfortable to do so,

• Bringing their concerns to the home’s Residential Manager, or another appropriate person they feel safe with, if the concern is unresolved or the resident is not comfortable to address the person involved.