Residents’ Handbook

Please find more information about all aspects of your new home in the following pages. You do not need to read this all at once – dip in as you need to.

Care and Services You can expect

Our organisation will provide you with an extensive range of care and services to live with dignity and choice, with the support you require.

This includes:

 Your room, fitted out with furnishings

 Building and grounds maintained in good order

 Meals and refreshments

 Personal care and assistance, such as bathing, eating, help with taking medications and carrying out health treatments

 Essential toiletries

 A program of social activities

 Individualised care such as special bedding, mobility aids (walking frames and wheelchairs, but not motorised or custom made aids), incontinence aids, nursing services, medication management and therapy services, eg speech therapy, podiatry and physiotherapy

Each of our homes is unique and the buildings, gardens and services vary accordingly. If you have any questions about your home, please speak to one of the staff members for full details.

Staff and Their Roles

At our aged care homes, there are a variety of staff with different roles:

Residential Manager (RM) The Residential Manager manages the home and is responsible for the staff at this location.

Facility Care Coordinator (FCC) The Facility Care Coordinator is the clinical lead and is responsible for clinical and personal care and ensuring independence and the best health and wellbeing outcomes for residents.

Quality Coordinator (QC) The Quality Coordinator works with all staff to ensure that systems and processes are followed and the home complies with its accreditation requirements.

Administration Staff Each home has administration staff who ensure that visitors are welcomed, phones are answered and the home runs smoothly. Administration staff wear red uniforms.

Nurses There are Enrolled Nurses (EN) and Registered Nurses (RN) and there is always at least one nurse on duty. Nurses wear teal/blue uniforms.

Personal Care Workers (PCW) Personal Care Workers are the people who spend most time with residents, helping them with personal care if required, such as showering, dressing etc. Personal Care Workers are on duty around the clock, 24 x 7 x 365 and wear teal/blue uniforms.

Lifestyle Staff

Each home has a team of people who focus on providing activities that respond to the preferences of the residents: there are many regular activities provided and these change regularly.

Food Services Staff

Each home has a Chef and food services team that provides freshly cooked meals on the premises. Food services staff wear black, white or checked uniforms.

Laundry Staff

Maintenance Staff

Each home has an on-site laundry service. Laundry staff wear teal/blue uniforms.

Each home has a Maintenance Officer who ensures that all aspects of the property are functioning as they should.

2. Making Yourself At Home

Living at a residential aged care home ensures that you receive the support and assistance you need to feel safe and secure.

At Vasey RSL Care we will do all we can to make you feel welcomed and at home in your new surroundings. We will help you settle in and introduce you to new friends.

Personal Items

You may find that having familiar personal belongings around you helps you feel more comfortable. You are welcome to bring personal items with you, such as:

 Pictures or paintings

 Photos

 Ornaments or souvenirs

 Books

 Radio (see Electrical Equipment below)

 TV, except Brighton East where TVs are provided (see Electrical Equipment below)

Items of Value and Insurance

A lockable drawer is provided for items of value and the resident is responsible for all personal items kept in their room.

A small valuables safe can be provided on request: the resident is responsible for remembering the safe’s code, as this code cannot be given to any Vasey RSL Care staff member.

We advise residents to only keep small amounts of cash in their rooms. If you are unable to manage your cash, the service administration can hold up to $100 for you.

Please be aware that while the organisation has insurance for general effects, it does not cover personal items of value belonging to residents. We recommend you arrange insurance cover for any specific items of value that you wish to have with you.

Electrical Equipment

If you wish to bring any electrical items, including radios and TVs, these must be tested and tagged in accordance with legal requirements and must not be used until they are tested and tagged. Speak to the Residential Manager who will organise the necessary arrangements.

Note: The cost of testing and tagging is the responsibility of the resident.

Bar Fridges: you may have a bar fridge (up to 50 litre capacity) in your room: please speak with the Residential Manager before bringing or purchasing a fridge.

Note: for health and safety reasons, residents are required to make arrangements for regular checking of food expiry dates and for regular cleaning of the fridge.

Items Not Permitted: for safety reasons, electric blankets, kettles and toasters may not be used in your room.

Larger Items

If you would like to bring a larger item, such as a piece of furniture, please discuss your plans with the Residential Manager prior to bringing the item into the home. Maintaining safety for residents and staff members is our first priority and we will do our best to accommodate your request and reach a solution that is acceptable to all.

Room Alterations

Making an alteration to your room, such as cabling/wiring, installation of antennas, fans or airconditioners, is at the discretion of the Residential Manager with advice from the Property Services Department. If you would like to make an alteration, you must complete an ‘Upgrade for Fixed Equipment’ form (available from the Residential Manager). If the alteration is approved, we will provide you with costs and details about the equipment and installation.

Note: the cost of any alteration is the responsibility of the resident.

With regard to air-conditioning at our Bundoora and Frankston South homes, if the room does not have a unit, our staff will work with you to determine a suitable unit and will organise installation.

Note: the cost for purchase and installation are the responsibility of the resident.

Telephones

Many residents have mobile phones. However, if you would like a ‘landline’ or traditional phone in your room with your own personal number, this can be arranged. Please discuss your requirements with the Residential Manager.

Note: arrangements and associated costs, fees and charges remain the responsibility of the resident.

Internet Connection

Internet connection is generally not available to residents at our homes. However, some of our homes provide a PC for resident use, which is connected to the Internet.

We do not offer Wi-Fi connection.

If you wish to have your own personal Internet connection, our staff can provide you with contact details so that you can arrange to have it put on.

Note: the cost for this is the responsibility of the resident.

Home and Grounds Cleaning and Maintenance

While cleanliness, tidiness and grounds maintenance are the responsibility of our staff, if you are able and wish to, you are welcome to maintain your room. Cleaning of ornaments, souvenirs and other personal items is the responsibility of the resident or family.

If you have an interest in gardening and would like to either look after a garden area yourself or join in with a gardening group, please speak to the Lifestyle Coordinator at your home.

If you or your visitors notice any problems regarding building or garden maintenance or cleanliness, please speak to a staff member: this assists us to provide prompt attention and repairs as needed.

Pets and Companion Animals

Many residents have been used to having pets and often, pets are rehomed with family members when residents move to an aged care home.

We understand that pets are ‘family’ and we welcome visits from your family pets: note that they must be under supervision and suitably restrained at all times. At some of our homes we have regular visits from volunteer organisations who bring dogs into the home to engage with residents who are dog lovers.

Hair Salon

Each of our homes has a hair salon and visiting hairdressers provide regular services. Ask a staff member how to make an appointment.

Note: hairdressing costs are the responsibility of the resident and payment is made direct to the hairdresser.

Newspapers and Magazines

If you would like to have newspapers and/or magazines regularly delivered, speak to our staff who can assist you to arrange this through a local newsagent. Accounts for newspapers and magazines from the newsagent are the responsibility of the resident.

Newsletters

Each Vasey RSL Care home publishes its own regular newsletter which is freely available to all residents.

The organisation produces a quarterly newsletter which is available in hard copy or by email to all residents and to family members.

Postal Service

A daily postal delivery and collection is provided Monday to Friday: deliveries are made direct to your room.

Staff are able to assist residents with posting outgoing mail.

Note: cost of postage stamps is the responsibility of the resident.

3. Engaging and Contributing

At Vasey RSL Care we strive for continuous improvement and we are committed to a personcentred approach to care whereby we engage and partner with you.

It is important for your health and wellbeing that you are fully engaged in your own care and we strongly encourage you to contribute your views on any aspect of your experience.

Your rights as a resident are guarded by the Charter of Aged Care Rights and you will find a copy of this in Appendix A. Our management and staff respect and support your rights as a resident and are always open to hear your views and feedback.

We recognise that communication is key to our relationship with you and with your ‘important others’. We will support you in your engagement with us.

Getting Involved in How the Home is Run

Some of the ways residents can become involved in discussions and decisions about the aged care home include:

• Completion of a ‘Have Your Say’ form (see below)

• Residents’ meetings (see below)

• Community engagement forums (see below)

• Individual meetings with management – you can arrange this at any time

• Resident experience surveys – these are usually carried out annually

Offering Feedback, Complaints and Compliments

We encourage everyone to have input – residents, family members, friends, staff and volunteers. We use this feedback – which we recognise can be negative or positive – to inform continuous improvement for you and for others. We can assist you to access an advocate or language services if you choose.

To provide feedback or make a complaint you may:

• Speak directly with the staff member in charge at that time, or the Facility Care Coordinator, or the Residential Manager.

• Telephone the Residential Manager at your home on: o Brighton 9596 7485 o Brighton East 9519 3400 o Bundoora 9466 9615 o Frankston South 9787 2844

• Email the Residential Manager at your home: o Manager.brighton@vaseyrslcare.org.au o Manager.brighton.east@vaseyrslcare.org.au o Manager.bundoora@vaseyrslcare.org.au o Manager.frankston.south@vaseyrslcare.org.au

• Complete a ‘Have Your Say’ form: this ‘gold’ form is available at all homes as we consider that ‘all feedback is gold’ since it provides important information that enables us to continually improve. If you would like help, staff can assist you to complete a form and put it in the suggestion box for you. If you wish, you can put the form in a sealed envelope before putting it in the box, or you can post it to Vasey RSL Care, Central Office, PO Box 203, Hawthorn VIC 3122.

• Write a letter addressed either to the Residential Manager of the home or to Vasey RSL Care, Central Office, PO Box 203, Hawthorn VIC 3122.

• Email the General Manager Aged Care Services at gm.res@vaseyrslcare.org.au

All feedback is taken seriously: it is investigated and where appropriate, we will follow up with you and seek your input into how to resolve any concerns. Your comments, suggestions and views help us improve our quality of care and take action to respond to ideas for improvement.

Residents’ Meetings

Meetings with residents are held regularly at each home and family members are welcome to take part. These meetings provide a way for you to have input into the daily running of the home, to raise any concerns you have and to make suggestions for improvements.

The meetings also provide the opportunity for staff to bring up any matters that may affect residents and to talk about upcoming events or changes, or any other topic of interest.

The meetings are conducted in a semi-formal manner following a written agenda and with minutes distributed to residents and family members after the meeting.