Welcome Handbook WA

Welcome Handbook

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.

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 handbook, please do not hesitate to contact your Administration Team. They will be more than happy to help.

Preparing for your move

We understand that the prospect of moving can be daunting, so we want to help make it as easy as possible for you.

Think about what you will bring with you

It’s nice to be surrounded with your own belongings, and we encourage you to personalise your room with items that are special to you.

Your room will be furnished with necessities including a bed, chair, TV, lockable drawers and wardrobe. Heating and air conditioning are also provided.

You may wish to bring your own furniture, such as a bookshelf or favourite chair. Each facility is different, so please talk to us about what furniture you would like to bring before you move in with us.

Bring a selection of your favourite seasonal clothing (summer and winter) to last at least ten days.

All linen, including towels, will be provided and laundered by BaptistCare. You are welcome to bring your own quilt or doona, provided it is lightweight and does not touch the floor. For safety reasons, mats and floor rugs are not permitted.

Photographs and other memorabilia can be a comfort to you and can help you settle in. They also help our team get to know you better.

We encourage you to arrange for these to be delivered and set up prior to your arrival to make things easier for you on moving day.

Labelling your clothing

To minimise the risk of clothing going missing, please mark all items clearly with your name and deliver them to the laundry prior to your arrival. Your items will then be professionally labelled using a heat sealing iron. This service is a one-off charge that covers all future items requiring labelling. Please refer to the Additional Services flyer for more information on this service, or speak with your Manager Residential Care.

Tagging your electrical items

We encourage you to bring belongings that make you feel at home. If these include electrical items such as a radio or CD player, these will need to be tagged to ensure they are safe to use.

BaptistCare provides a television in your room. If you have any queries regarding which electrical items you may be able to bring with you, please speak to your Manager Residential Care.

Electrical items need to be checked and retagged annually. All items are required to be checked on arrival, and should you acquire new electrical equipment during your stay, we will ask you to provide a receipt, which we will keep on file as proof of purchase. Your new item will have a ‘new to service’ tag applied and will be tagged on the next scheduled visit by our licensed electrician. There is a small fee incurred for this service.

Please refer to the Additional Services flyer for more information, or speak with your Manager Residential Care.

Please note that any extension leads also need to be tagged and must be the type that has an individual switch for each plug.

If you would like to use your own licensed electrician, please ensure all electrical items are tagged and tested prior to moving in. Please supply us with a copy of the certification of testing.

If you would like a phone connection in your room, we can provide you with a telephone at your cost. Wi-Fi can also be made available at your cost. You can discuss these requirements with your Manager Residential Care.

Change of address

Let family and friends know about your new living arrangements so they can continue to visit and keep in touch with you. You may also need to notify the following people/ organisations of your change of address as relevant:

• Medicare

• your private health insurance provider

• your bank, building society, credit union, superannuation and managed funds providers

• your pension provider (for example Centrelink or Department of Veterans’ Affairs) and/or the Australian Taxation Office with details of the change in your financial situation.

Other things to consider

• BaptistCare recommends contents insurance for your personal items.

• You need to notify your preferred general practitioner (GP) of your move and determine if they are able to care for you at your new address. If this is not possible, we can arrange a new GP for you.

• Any medications must be pre-packed by a pharmacy and/or scripts from your GP provided on the day you move in.

• You need to advise other aged care providers (other than BaptistCare) you have applied to, or your home care or other community services provider, that you have accepted a place with us.

You may want to arrange a mail redirection service with your local post office.

Moving in

We understand that the day you move into your new home could be emotional for both you and your family. Our aim is to make you feel at ease and as comfortable as possible.

We have outlined what you can expect in your first few weeks. Please also refer to your facility’s Welcome Sheet, as some sites may vary slightly.

Your first day

On arrival, you and your family will be greeted and welcomed by our team and guided to your room. Here, we will spend time getting to know each other better and check that we have all your important information for the coming days. This time will also be an opportunity for you to ask any questions.

You and your family will be shown around your new home. We will show you the common areas, talk about meals, how certain services are provided and any other details that may be important. Your family are welcome to stay to help you unpack and share a meal or snack.

Once you’re settled, our care team will undertake an initial assessment to determine important aspects of your care needs, as well as any mobility requirements. You and your family can then relax in your room or any of the common areas.

The days and weeks after your arrival

Our team will do everything possible to make sure you are comfortable and feel at home. We will help you to become familiar with day-to-day activities, as well as outings and event schedules.

In your first month, our team will spend time finding out what you need to ensure you’re receiving the right level of care.

After six to eight weeks, a meeting will be scheduled with you and your care team to discuss how you are settling in. At this time, you (and your family, if you wish) and the care team can discuss any concerns you may have. You will be invited to participate in similar review meetings at least once every year.

Should you have any concerns between meetings, please feel free to raise these with your Manager Residential Care at any time.

Your rights

We aim to provide a safe and secure environment in which every person has the right to freedom and respect and the right to be treated fairly by others. Your rights do not diminish because you move into an aged care facility, regardless of your health status or abilities.

A positive, supportive and caring attitude from family, friends, proprietors, employees and the community will assist all residents to continue as integral, respected and valued members of the community.

Your personal, civil, legal and consumer rights are not diminished in any way by living at BaptistCare.

Your responsibilities

You have the responsibility to ensure that the exercising of your rights does not affect other individuals’ rights, including those providing care.

We recognise that residents have specific rights and responsibilities that balance the needs of the individual against the needs of the residential community as a whole.

The Charter of Aged Care Rights is displayed in our buildings. This is also included in the Agreement that you received upon entry to residential care.

Fees and charges

Your fees and charges will have been discussed with you and/or your family prior to moving in. Fees are determined by the Department of Health and Ageing and revised periodically. Fees are individually calculated depending on your assets. If you have any queries about these, you can call one of BaptistCare’s Customer Service Coordinators on 1300 275 227

BaptistCare receives funding to provide the following support to you according to your assessed needs:

• assistance with personal care, such as showering, grooming and dressing

• continence support, including use of continence aids if needed

• assistance with eating and drinking

• assistance with moving, including walking and use of wheelchairs and other mobility aids

• support to address difficulties arising from impairments of hearing, sight or speech

• access to nursing and allied health services.

Wherever possible, we encourage your independence. However, if you require assistance, we are here to help.

Your financial contribution covers living costs such as meals, power and general laundry. Cleaning services and social activity programs are also included.

Some services incur a one-off (such as labelling clothing) or pay-per-service fee (such as having your hair cut). These services and their fees are listed on the Additional Services flyer.

A – Z of living at BaptistCare

Advance Health Directives

An Advance Health Directive (AHD) is a document that asks for your decisions about future medical, surgical, dental or other healthcare treatment. It enables you to give or not give consent in respect to any such future treatments. BaptistCare recommends that, if possible, you have an AHD so your wishes can be followed.

You can complete an AHD if you have full legal capacity, which means you are capable of understanding the nature and effect of your AHD. You may not have full legal capacity if your decision-making is impaired by illness, disease or injury, or the effects of medication, drugs or alcohol.

If you have any doubts about your capacity to make an effective AHD, you should talk to your GP and ask for an assessment.

If you wish to make an AHD, please advise your Manager Residential Care who will be able to provide you with the appropriate forms.

Alcohol and smoking

BaptistCare supports your right to consume alcohol and asks that you are mindful and considerate of others when you choose to consume alcohol.

Smoking is prohibited on the grounds of BaptistCare owned and managed properties.

Appointments (off-site)

Where possible, you or your family and friends are encouraged to make appointment bookings and arrange transport for your external appointments.

BaptistCare recommends that you have private health membership or ambulance cover. St John Ambulance will not provide transport to residents who are capable of

riding in a car, so relatives will be contacted if appointments have been made for the resident. It is the family’s responsibility to arrange St John ambulance cover, as residents who need emergency transport to hospital will be sent via ambulance, which can be costly if the resident does not have cover.

If it is necessary or possible for BaptistCare to provide transport, charges for transportation and escort or personal assistance will be incurred. Details will be provided before the appointment date for you to make an informed decision.

Call bell

There is a team member on the premises at all times, 24 hours a day. A call bell is installed in your bedroom as well as your bathroom and can be used to let team members know that you require assistance.

Chaplaincy and church services

Chaplaincy services are available at no cost to you. Our chaplains provide emotional support to you and your family, regardless of your religious beliefs. The chaplain will introduce themself to you in your first couple of weeks at BaptistCare.

There are church services held from time to time. If you wish to visit a church for a service, transport will need to be arranged by your family or friends.

Cleaning services

Your room will be cleaned regularly by one of our Housekeeping Partners. General room dusting will be attended to, but if you have cabinets or shelves of ornaments, pictures and other knick-knacks, your family will need to dust these.

Consent

You may choose to involve others as representatives in making decisions. For example, you may choose to have a relative, partner or friend as a representative involved in decisions about your care.

We will have a conversation with you so that we understand who you want to be involved and informed about your care. If you have a court or tribunal-appointed guardian to make decisions on your behalf, we will continue to encourage your active participation in daily decisions.

Duty of care

We endeavour to ensure that your individual wishes will always be considered. We respect your right to participate in activities you enjoy, even though some degree of risk may be involved. Our employees have a duty of care to ensure that residents are not exposed to an unreasonable risk of harm and have full access to all the information necessary to make an informed decision.

We ask you to keep us informed of your outings, so we know where to contact you if needed.

Electoral roll and voting

New residents will need to complete a reenrolment or change of address form for both the State and Federal Electoral Rolls. These forms are available from any Post Office or online at aec.gov.au/enrol/changeaddress.htm. You and your family can also request a ‘removal from electoral roll’ form from the Electoral Office.

Feedback and complaints

Your opinions and ideas about BaptistCare are important to us. We encourage you to be involved in continuously giving us feedback so we can improve the care and environment we offer. Please use a Feedback Form, located at reception, or you can speak to one of the management team at any time. If you feel your feedback, comment or complaint has not been dealt with satisfactorily, you are free to contact one of BaptistCare’s Customer Service Representatives on 1300 275 227 feedback@baptistcare.org.au

You have the right to make a complaint or advocate for better service through various independent organisations.

We also understand there may be times when you would prefer to speak to an independent third party. Your Call is an external reporting service that can be contacted between 9:00am and 9:00pm AWST, Monday to Friday (excluding public holidays). Your Call encourages, protects and supports responsible reporting of serious wrongdoing and corrupt conduct.

Reports made to Your Call are completely confidential and independent. If you want to utilise the Your Call service, you will need the BaptistCare unique identifier code: BAP9282. Reports can be lodged online

Aged Care Quality and Safety Commission

GPO Box 9819

Perth WA 6000

Free call: 1800 951 822

Website: agedcarequality.gov.au

The role of the Aged Care Quality and Safety Commission is to protect and enhance the safety, health, well-being and quality of life of people receiving aged care.

The Commission promotes high quality care and services to safeguard everyone who is receiving Australian Government funded aged care.

The Commission independently accredits, assesses and monitors aged care services subsidised by the Australian Government and also resolves complaints about these services.

The Commission welcomes feedback, concerns and enquiries and responds

Finances

Personal banking and payment of accounts will need to be managed by you and your family. Capital Guardians provides an automated financial administration system to our residents on request. Capital Guardians allows individuals to securely, conveniently and cost-effectively manage financial payments. For more information, refer to the brochure in your admission package or ask the Administration Team.

Fire and safety

BaptistCare team members are trained on what to do in case of an emergency. If you hear the alarm system activate, please wait for instruction from our team.

Fridges in your room

Although all your meals and snacks will be provided, your family and friends are welcome to bring in any of your favourite

during business hours Monday to Friday 9am to 5pm AEST.

‘Do you have a concern’ brochures, which outline further information about the

Aged Care Quality and Safety Commission, are available at reception.

Advocare

The Perron Centre Suite 4/61 Kitchener Avenue Victoria Park WA 6100

Email: rights@advocare.org.au

Phone: (08) 9479 7566

1800 655 566 (country callers)

Elder Abuse Helpline: 1300 724 679

Advocates offer independent, confidential and free support to help you resolve your concerns.

food. You may also want to store food items you have purchased. It’s not possible for residents to have a fridge in their room at all BaptistCare facilities. If this is the case, you may be able to store food in kitchen fridges. If there is an agreement to have a fridge in your room, you need to be aware of the following obligations:

• you and your family will need to keep the fridge clean and maintained

• you and your family will need to ensure food is used or discarded by its expiration date

• the temperature of the fridge should operate at less than 5°C (we recommend that your fridge has a thermometer so you are able to monitor its temperature).

Should your condition change or you or your family are unable to maintain the fridge, we will discuss options with you.

GP services

You are welcome to retain your own doctor, providing family arrange your transport to external appointments. Please advise your nursing team of any appointments so that a letter can be given to the GP requesting information of any medication changes or tests/results so we can continue to provide relevant, quality care.

The local doctors regularly visit BaptistCare, so please refer to the Welcome Sheet for more information. Our team can refer you to one of these if you prefer. Families are welcome to attend doctor’s appointments during these sessions.

Hairdressers

Private hairdressers visit BaptistCare on arranged days. You can make an appointment by notifying the office or a member of our team. Payment is made directly between yourself and the hairdresser.

Holidays

Should you wish to go on holiday or have an overnight stay with your family, please let us know. As per your agreement and funding criteria, we are obliged to charge you your room rate even when you are on holiday. You are entitled to take up to 52 days each financial year as social overnight leave.

Insurance

BaptistCare insures all building fixtures and fittings. Over and above these, it is your responsibility to insure your personal effects.

Interpreter services

Please advise our team should you or your family require an interpreter so we can make the necessary arrangements.

Kiosk

Some BaptistCare facilities operate small shops selling an assortment of items, such as sweets, that you may wish to purchase.

Laundry services

All general personal laundry is washed inhouse. All garments must be clearly labelled, which can be arranged by BaptistCare for a small fee once you move in.

BaptistCare uses industrial washing machines, which can be damaging to some items. If you have items that cannot be machine laundered, you will need to arrange for your family to take these home to wash. We cannot accept responsibility for sorting machine washable garments from those requiring handwashing or dry-cleaning.

Mending and ironing clothes is not the responsibility of BaptistCare. Should you wish to iron your own clothes, please talk to a team member to see if this is possible.

Leisure and therapy activities

A range of different activities are planned by our Lifestyle Team according to the interests and preferences of all the residents. The program is displayed on noticeboards around the building. It will include activities with other residents, such as gentle exercises, games to stimulate the mind, creative outlets, concerts, cultural celebrations and bus trips. You are encouraged to make suggestions as to what you would like to see included. If you have a particular hobby or interest that you require assistance with, please talk to one of our team so we can provide you with the support you need to continue to enjoy it.

Linen

Bedding and towels are provided and changed weekly or more frequently as required. You can bring your own bedspread or doona cover if you wish.

Maintenance and gardening

If you have a maintenance problem, have witnessed an accident or incident, or have noticed a hazard, please tell a team member who will provide you with assistance or take further action if required to make the situation safe.

We can arrange for the maintenance team to hang up pictures and paintings or put up any other fittings in your room.

The gardening team maintains the grounds and gardens. If you are interested in gardening, speak to the Lifestyle Coordinator about how you can participate in gardening activities.

Meals and snacks

All meals are prepared daily using fresh ingredients. Chefs oversee the preparation of all meals that are cooked in our own kitchens. You will be offered a choice of options for every meal, and we cater to special dietary requirements.

Menus change regularly to provide variety and reflect the availability of produce. Suggestions on ways to improve the catering are always welcome. You can direct these to your Manager Residential Care or fill out a Feedback Form. Similarly, we would like to hear if you have a favourite dish that we aren’t serving.

Residents are encouraged to eat their meals in the communal dining room. However, trays can be prepared so meals can be eaten in your room if required.

Snacks are provided for morning tea, afternoon tea, and supper. Tea and coffee are available to you and any visiting friends and family. Some areas have facilities so you can make your own. If not, you can ask a team member to get what you need.

You may invite a guest/s to share a meal with you - 24 hours’ notice is preferred, and there will be a small charge. Most facilities have a private area that can be booked for special celebrations - just ask your Manager Residential Care for more information.

Medication

All current medication is administered by an appropriately trained team member from special packages prepared by the pharmacy. Whilst we prefer you to use BaptistCare’s recommended pharmacy for ease of supply and administration, this is not mandated, and you have the right to use another pharmacy of your choosing. The pharmacy will bill you directly for medications provided.

In accordance with regulations, medication is kept locked away at all times. If you wish to continue to manage your own medication, please speak to the Registered Nurse on duty.

Money and valuables

No responsibility for money or valuables can be accepted by BaptistCare, so we recommend you place valuables in the safe custody of a relative or a bank. Please note, if you want to keep money or valuables in your room, the responsibility for these items must be accepted by you or your family. A locked drawer is provided for you to secure small items. BaptistCare recommends insurance for items of value.

Newspapers

Newspapers can be arranged to be delivered to you at your cost. Speak to one of our office team members if you would like to receive the paper regularly.

Next of kin

The person you nominate as your next of kin is the person BaptistCare will contact in case of any emergencies and as a general point of contact. Please notify us promptly of any changes to contact details to ensure important information is communicated as required.

You and your family are encouraged to nominate an Enduring Power of Attorney.

Podiatrist

If you wish, you will receive a visit from a podiatrist on a regular basis. Some residents may be responsible for the payment of podiatry services.

Postal service

Mail is delivered daily on weekdays via Australia Post and is delivered to residents’ rooms. Outgoing mail can be dropped at Reception for posting.

Protecting your privacy

BaptistCare is committed to protecting the privacy of your personal information. For further information, please refer to the relevant documents in your admission pack.

Reportable serious incidents

Your safety and that of the other residents are of paramount importance to us. To help protect aged care residents, the law (the Aged Care Act 1997) has compulsory reporting provisions. This means that approved providers of residential aged care services are responsible for ensuring that suspicions or allegations of reportable assaults occurring at their services are reported within 24 hours to local police and the Aged Care Quality and Safety Commission.

The law also requires service providers to report if a resident is absent without explanation (also known as a missing resident).

These requirements ensure that those affected receive timely help and support and that operational and organisational strategies are put in place to prevent the situation from occurring again. Such strategies help maintain a safe and secure environment for residents.

Residents and relatives group

Residents and relatives meetings are held regularly. All residents and their families are encouraged to attend to provide your input and hear about what is happening in the facility.

Security of your room

If you prefer, you can be provided with a key to your room so it can be locked when you are not there. Please speak to the Manager Residential Care as required.

Employees on duty have a master key for access to all rooms in case of an emergency. If you are taken to hospital or on leave, your room will be secured until you return. However, the master key will not be used to allow family or friends access to your room in your absence unless there has been a prior arrangement with the Manager Residential Care or you have given them permission to do so. A team member will also need to be present.

Staffing

Each facility is supported by a team of people under the direction of the Manager Residential Care.

The Clinical Manager oversees all areas of clinical care with the support of a team of Registered and Enrolled Nurses. The extended multidisciplinary team includes Occupational Therapists, Physiotherapists, Podiatrists, Dieticians and Speech Pathologists to ensure all of your needs are addressed.

Care Partners will provide you with the assistance and support you need every day. A Lifestyle Coordinator and a team of Therapy and Leisure Partners support your involvement in leisure activities as well as any therapy needs that have been identified with the Occupational Therapist and Physiotherapist.

Housekeeping, maintenance, kitchen and office employees complement the workforce.

All members of our team can be identified with a name badge that includes the BaptistCare logo and their position title. Uniforms are not compulsory, though employees have the option to wear a coloured top with the BaptistCare logo.

The colour of the shirt corresponds to the position they hold for easy identification:

Red = Registered Nurse

Light blue = Enrolled Nurse

Dark blue = Care Partner

Green = Housekeeping

Purple = Therapy and Leisure Team

Black = Maintenance

Vacating a room

In the event that your room is no longer needed, your family will need to collect all personal belongings (including furniture) within two days. We are obliged to continue charging fees until the room has been cleared. If your belongings have not been collected within one week of the room being vacated, we will arrange for your belongings to be removed, but this will be done at a cost to you.

Visitors and visiting pets

Visitors are welcome at any reasonable hour. The doors to the facility are locked for security purposes in the evening. For after hours and weekend entry, visitors can use the bell on the front door to be let in by a team member.

All visitors are required to sign in and complete the necessary screening questions using our visitor booking system, Zipline.

When you leave the facility with your visitors, for safety reasons, please ensure you sign out and in each time and notify a team member before leaving so appropriate arrangements can be made in relation to meals and medication. If we are not notified, we are obliged by the law (Aged Care Act 1997) to notify the police and the Department of Health if a resident is absent without explanation.

Residents are encouraged to have family and friends bring in their pets to visit, provided the guidelines below are followed.

Visitors are asked to consider the comfort and welfare of other residents. Children are welcome and must be under the supervision of their parents at all times.

• Pets must be on a leash and under the control of a responsible person at all times while in any part of the facility or grounds. Contact with other residents and employees must be restricted.

• Animals must be clean and are not permitted to visit at meal times or enter the dining room.

• The owner is responsible for cleaning up after their animals.

• If an animal causes damage and/ or injury to a person, property or other animal, it is to be removed from the facility immediately and is not permitted subsequent access.