Residents’ Handbook

To ensure your personal clothing is returned to you promptly, make sure that all items are clearly labelled with your name, using any labelling system you choose. If you need help to obtain labels, speak to one of our staff members.

Note: at most of our homes, the cost for labelling of clothing is the responsibility of the resident. Please speak to the staff to find out more.

Dry Cleaning

We do not provide a dry cleaning service. Any items that require dry cleaning must not be put out with other laundry.

Note: dry cleaning can be arranged for you by our staff and a dry cleaning price list is available: costs for dry cleaning are the responsibility of the resident.

Ironing

If you would like to iron your own garments at any time, an iron and ironing board are available for your use. Speak to a staff member for details.

6. Visitors Are Welcome

We welcome your friends and family members to all our homes. In normal circumstances there are no set visiting hours at any home and you can invite your family and friends to visit you when it suits.

Note: there are times when an aged care home has to restrict visiting for infection control purposes. In these circumstances, the organisation follows government regulations, and our organisation reserves the right to make its own decisions about restricting access in the interests of all residents.

For security reasons, the external doors are locked in the evening, overnight and on weekends. At these times, visitors are required to ring the doorbell to enter: if you have regular out-ofhours visitors, we ask that you speak to the Residential Manager or Facility Care Coordinator to make arrangements that will work for you.

Family members are also welcome to join in many of the activities of the home such as events for Mothers’ Day, ANZAC Day, Remembrance Day, Christmas, Easter and so on. Many family members become extended members of the community and some go on to become volunteers, which is greatly valued.

Please note that visitors who are unwell are asked to stay away: see section 10 for details.

Our Expectations of Visitors

Our aim is to provide an environment that is happy, safe, warm and welcoming and that promotes the safety and security of all.

As such, we expect that all visitors will be courteous, respectful and considerate of all residents, staff, volunteers, contract staff, visiting professionals and other visitors. The Residential Manager or Facility Care Coordinator are happy to discuss any visitation issues.

The following Visitor Code of Conduct applies to all visitors to all our homes.

Residents’ Handbook

Visitor Code of Conduct

We ask that all of our valued visitors:

 Treat everyone with respect and dignity;

 Recognise the right of our workers to work in an environment free of harassment and bullying or any anti-social behaviour;

 Recognise the right of residents and workers to practice any religion of their choice and to have their cultural identity respected;

 Recognise individuals have a right to work in a professional and supportive environment;

 Understand that Vasey RSL Care has legal and ethical responsibilities to protect its workers;

 Understand that if Vasey RSL Care fails to protect our workers we are at a significant risk of losing them which could lead to the loss of knowledge, expertise, commitment and compassion that these workers actively and willingly provide to residents;

 Recognise that our workers are trained to provide the best possible care to residents. We ask you do not attempt to provide care to other residents or assist other residents with mobility. Please do not request to assist with moving a resident (‘manual handling’). To do so could you put and the resident at serious risk;

 Protect the personal privacy and confidentiality of all;

 Understand we do not allow surveillance equipment to be installed in a resident's room due to the intimate and private acts performed, for example showering or bathing, and to do so would compromise the resident's dignity;

 Adhere to this Code of Conduct so that all individuals who live, work and visit Vasey RSL Care do so in a safe, harassment-free environment which promotes wellbeing and fosters respect and co-operation between all.

Please be advised that the following behaviour will not be tolerated:

× Verbal abuse including but not limited to shouting, abusing, swearing (in English or any other language);

× Intimidation, including but not limited to: i) Physical, such as standing over persons or use of aggressive gestures, pursuing persons, attempting to force open doors. ii) Psychological, such as making threats.

× Physical assault, including but not limited to throwing objects, pushing, shoving.

If any of the above behaviours occur, management reserves the right to take any of the following actions:

• To request any individual (other than a resident) to leave the home immediately;

• To contact the Police and request that the offender be removed from the home;

• To deny access to the home to any individual exhibiting any or all of the above behaviours.

Thank you for adhering to this code of conduct and showing respect to the people taking care of you or your loved one.

Visitors who are Unwell

We take the health and wellbeing of our residents very seriously.

To prevent the spread of illness to residents and staff, visitors (including infants and children of any age), should not visit the home if they are unwell.

If visitors have any of the following symptoms, they must stay away:

• diarrhoea

• vomiting

• coughing

• sneezing

• headache

• temperature

• any other potentially infectious illness

‘Visiting’ via Zoom

For those family members who live interstate or overseas, or even in rural Victoria, and cannot get to visit easily, we offer ‘virtual visits’, using laptop or tablet computers so you can see and talk to your family member.

To arrange a Zoom visit, speak to one of the lifestyle team members at your aged care home.

Community Visitors Scheme

The Community Visitors Scheme (CVS) supports volunteer visits to provide friendship and companionship to older people. Visits are available to anyone who receives governmentsubsidised residential aged care and is socially isolated and experiencing loneliness. This can happen if connection with friends and family has dropped, or living in aged care has left them feeling isolated from their culture and heritage. It can be exacerbated by mobility issues that prevent them from taking part in social or leisure activities.

The CVS volunteers provide friendship and companionship and help residents develop social connections. All volunteers are trained in supporting older people, go through a police check, and are matched with a resident. Volunteers will visit at least 20 times per year.

CVS receives referrals from aged care service providers, family members and friends and residents can refer themselves if they are feeling in need of some social support. Please speak to your lifestyle team if you would like more information.

7. Your Complete Wellbeing

Complete wellbeing takes in all aspects of health and that includes cultural, emotional, physical, social and spiritual. When you move to one of our homes, we ask you what is important to you in your life. It is essential to have meaning and purpose at every stage of our life, and during times of transition and change, it is especially important to be aware of the possible issues that can arise.

Thrive at Vasey RSL Care

As we welcome you to your new home, we encourage you to connect with others and take part in the life of the home.

Every home has a Lifestyle Team whose role is to encourage residents to engage in those activities that give them pleasure and bring them fulfillment. We value your customs, beliefs, culture and ethnic backgrounds and our staff are sensitive to individual needs.

The Lifestyle Team puts together a comprehensive and varied program of activities that offers opportunities for residents to maintain their cultural, emotional, physical, social and spiritual health. The programs offer faith-based and spiritual activities, social celebrations, art and craft activities, hobby groups, sporting activities and more.

It is important that you continue to do the things that make you happy. You are welcome to take part in any of the activities available, those you know you will enjoy and those you might never have done before. You are welcome to try new things. For full details about activities offered, please speak to the staff.

We also encourage you to continue to participate in activities outside the home, and spend time with family and friends as you choose.

Planning for Personal, Clinical and Medical Care

When you move to one of our aged care homes, we also find out about your health and care needs and goals.

Creating an Individualised Care Plan

We partner with you in ongoing assessment and planning that helps you get the care and services you need for your health and wellbeing. This assessment and planning has a focus on optimising health and wellbeing in accordance with your needs, your goals and your preferences, and results in an Individualised Care Plan: it is unique to you and is a private and confidential document.

We also ask you about your choices for when you want other people (family/representative) involved in your care and information you want shared with them. This ongoing partnership with yourself and those others that you wish to involve, is an important part of our personcentred approach to care.

Your health and wellbeing are as important to us as they are to you and we are here to ensure that you have the best quality of life possible.

Your Doctor

Each home has a number of doctors who support our residents and visit regularly: you may like to consider changing to one of these. If you wish to continue to have your current doctor provide your medical care, please note that they must be able to provide (or arrange for) 24 hour, 7 day per week cover. For more information, please contact the Facility Care Coordinator.

Medication

Medications are prescribed by your doctor and while you are living at one of our aged care homes, they are generally administered by our qualified staff. Our organisation is legally bound to ensure that medication is administered according to the Drugs, Poisons and Controlled substances Act 1981 (Vic)

Should you wish to administer your own medication, a nurse will work with you to make an assessment and your doctor will be required to determine your competency. You will be required to sign an indemnity letter to take responsibility for your medication.

Note: the cost of medication is the responsibility of the resident.

Residents’ Handbook

Specialised Therapy Services

Our staff will assist you to access health and other specialised services, such as:

 Dental

 Medical

 Mental health

 Speech pathology

 Podiatry

 Physiotherapy

 Occupational therapy

 Audiology

 Optometry

 Diet

 Stoma support

Note: costs for these services depend on the individual’s needs assessment. Please speak to a staff member for more details about the referral process and costs.

Those with Memory Loss, Dementia and/or Cognitive Impairment

We have a Memory Support Unit (MSU) at all except our Brighton home. The MSU provides specialised care for residents with memory loss, dementia and/or cognitive impairment in order to help them live in a secure and happy environment. Entry to the MSU is on the basis of an assessment of the resident’s physical health, mobility and other characteristics.

Advance Care Planning: Respecting Your Wishes

Advance Care Planning is the process of making plans and decisions for your future health and care in the event that you lose your decision-making capacity. It captures your wishes and values, and ensures that you continue to influence treatment decisions even if you can no longer actively participate in them. Evidence shows that being involved in decision-making improves satisfaction with treatment and care choices. At Vasey RSL Care we are committed to working in partnership with you so that your views and wishes are respected.

This sometimes requires that we ask you difficult questions that you may feel are confronting. If at any time we ask questions you are not ready answer, please let us know the time is not right. These questions are asked so we can support your right to independence, choice and decisionmaking. Questions can include things such as: If you became really sick, how much medical treatment would you want? Would your answer change if you were not going to return to your previous state of health? Who would you like to make medical decisions for you if there came a time that you could not speak for yourself?

It is important you are aware that CPR (cardiopulmonary resuscitation) is not offered at Vasey RSL Care. CPR cannot be performed effectively without a doctor and life support equipment, neither of which are available at our homes, and evidence indicates poor outcomes for frail older people with multiple health problems or severe dementia, and success rates below 1%.

We also ask that you nominate a funeral director of your choice and provide the location of your Will and the name of your Will’s Executor . Again, you may find this confronting, but we have found that this is of great assistance to your loved ones and lifts the burden off them. Having this important information recorded can make a great difference both to you and to your loved ones at difficult times. Advance Care Planning enables us to ensure that your wishes are always respected.

8. Coming and Going from Your Home

As you become accustomed to your new home and lifestyle, we hope you will make new friends and take part in the life of the home.

There are probably activities, hobbies or groups that you belong to and wish to continue to attend, and there may be other reasons you need to leave the home from time to time, for social or medical reasons.

Engagements Outside the Home

Important: please note that to maintain safety and security, it is important that you let us know when you are leaving the home at any time, what time you expect to return, and notify us when you have returned. This ensures that in the case of an emergency, we know exactly who needs to be accounted for.

Each home has its own signing in/out process to record this information.

Taxi Services

If you would like a taxi booked, please speak to a staff member: note that taxi costs are the responsibility of the resident.

Attending Medical Appointments

We encourage you and your family members to be involved in decisions relating to your care and this may involve having a family member accompany you to attend health care visits, such as x-rays, or to see a specialist, or for personal appointments in the community.

Residents’ Handbook

If a family member or close friend is not able to accompany you to an external appointment, and you would like to be accompanied, please speak to a staff member to organise for a suitable person to escort you: note that there will be a cost associated with this.

Holidays and Absences

If you wish to go out for the day, all you need to do is inform staff so that we are aware of your absence and know your expected return time: record your absence using the signing in/ out process at your home.

If you wish to go away on holiday or to stay with friends, please inform staff in advance so that if you have any medication needs, they can be arrange. Record your departure and arrival using the signing in/out process.

‘Social Leave’

Time that you spend away from your home is known as ‘Social Leave’ and for up to 52 nights per financial year, government subsidies will continue to be paid on your behalf. However, if you stay away for more than 52 nights in a financial year, the government subsidies will stop and we may ask you to make up any deficit. During time away, residents must continue to pay their usual fees and accommodation payments.

‘Hospital Leave’

If you have to go into hospital, time away from the home does not count towards Social Leave and government subsidies will continue to be paid on your behalf.

Ambulance Costs

In the case of a health emergency that requires you to go to hospital, we may need to call an ambulance.

Residents who have a Centrelink pension card, a health concession card, or a DVA card receive concessions for the cost for an ambulance.

Residents who do not have one of these cards are strongly advised to obtain ambulance cover, as an ambulance ride is very costly.

9. Your Safety and Security

We have a number of systems and processes to provide safety and security to our residents.

Call Bell

There is a Call Bell in every resident’s room, and throughout all homes in communal areas such as lounges and dining rooms. Examples are shown here.

If you or your family require assistance, press the Call Bell for a member of staff.

Fire and Emergency System

Each home has a fire detection system to notify residents and staff in the event of a fire. Please be ready to participate in regular fire or evacuation drills (practices) at any time, so that you are prepared in case of a real emergency.

Emergency Action: Residents & Visitors

If you SMELL SMOKE, ALERT STAFF (press your Call Bell)

If you hear an ALARM, STAY CALM and AWAIT INSTRUCTIONS from staff

If you are asked to evacuate: o Stay calm o Follow staff instructions o Leave your belongings behind o Stay in the assembly area until staff or emergency services announce ‘all clear’ After the emergency, if you have any concerns, speak to staff.

Residents’ Handbook

In the event of fire, certain staff members will act as Fire Wardens: they will take control and give instructions to residents and visitors until the arrival of the emergency services.

Wheat Bags (heat packs)

Some people find that a heat pack can be a great help to relieve aches and pains. However, there have been a number of instances where wheat packs have overheated and caught fire: the Metropolitan Fire Brigade (MFB) has released warnings regarding their use. To ensure the safety of all residents, wheat packs are not permitted.

We have other types of heat pack available: please speak to a staff member if you require one.

Smoking

Vasey RSL Care homes permit smoking in designated areas only: smoking is not permitted in any other area.

If you smoke and would like to quit, please discuss this with your doctor.

If you wish to continue to smoke, staff will run through a safety assessment to explain our safety procedures to you.

Chemical Storage

In accordance with relevant safety guidelines, we are required to maintain a chemical register and to store chemicals according to safety guidelines. Chemicals are selected to ensure the highest level of safety for staff and residents.

Please do not bring any chemicals into our homes.

If you have any questions about this, please speak to the relevant Residential Manager or Care Coordinator.

Safely Moving Residents

At Vasey RSL Care, we have a policy regarding the safe movement of residents, sometimes known as ‘manual handling’: staff are provided with training on how to minimise or eliminate unnecessary activities related to moving and repositioning residents.

We are committed to minimising risks to our residents and staff members and at times, this involves the use of lifting or transfer mechanical aids.

The need for lifting or transfer equipment is assessed by a physiotherapist.

Bed Poles/Sticks

A bed pole or bed stick is a vertical pole attached to the side of the bed to enable the person to roll over, sit up from a lying position, and get in or out of bed.

Bed poles are not designed to prevent the person from falling out of bed and they are not advised for residents who have a history of falling or rolling out of bed, due to the possibility of becoming trapped against the pole.

Our Facility Care Coordinator will provide advice and guidance to residents who are considering a bed pole for their independence.

Reducing Infection

Infection prevention is everyone’s responsibility.

Hand-washing: this is one of the most effective ways to reduce the spread of infection. All staff are trained in hand hygiene and infection control

We also encourage all residents to regularly wash their hands, or make use of the alcohol-based hand gel available throughout the home and in your room.

Vaccinations: all residents, staff, visitors and volunteers are strongly encouraged to have annual flu and COVID-19 vaccinations We are committed to maximising the rate of vaccination across all groups to help protect our community.

Infectious Outbreaks: in the case of an infectious outbreak of any type at any of our homes, depending on the severity and extent of the outbreak, visitors may be asked not to visit. In some instances, visitors may be not be permitted entry, in order to contain the infection and protect residents and the community: your understanding is appreciated.

Alcohol

Residents are free to exercise choice to drink alcohol and we recommend that you follow the government’s national guidelines for alcohol consumption.

Please note that if a resident’s intake of alcohol impacts on other residents, staff, other people or the individual’s personal safety, an assessment may be required to identify risks. The results will be discussed with you and your doctor so that you can make informed decisions.

Motorised Scooters

We are committed to promoting your mobility and independence, while maintaining a safe and secure environment for all residents and staff.

You may be used to using a motorised scooter, and if you would like to continue to do so, please speak to the Residential Manager or Facility Care Coordinator to discuss your scooter, its storage and battery-charging.

General Storage

We do not provide long-term storage at our homes: if you have bulky items you no longer use (such as walking frames, arm chairs, scooters, televisions etc), please make arrangements for them to be removed.

10. Administration Privacy and Confidentiality

Vasey RSL Care takes the privacy and confidentiality of information very seriously. All information is stored securely and accessed in accordance with relevant legislation. A copy of our Privacy Policy Statement will be provided to you prior to moving into our home, and your consent to the collection and disclosure of information will be sought.

Power of Attorney

A ‘Power of Attorney’ is a legal document that allows you to give another person the legal right to make decisions for you in the event that you become unable to make decisions for yourself, known as ‘losing capacity’.

Capacity is defined as the ability to reason things out; to understand, retain, believe, evaluate and weigh relevant information. A person may lose capacity to make decisions permanently, or temporarily due to accident or illness.

Two Powers of Attorney covering different areas of decision-making are relevant:

• Enduring Power of Attorney (personal and financial) lets you choose someone who can make decisions for you about financial and/or personal matters.

• Prior to March 2018: Enduring Power of Attorney (medical treatment) enables you to choose someone to make decisions about medical treatment on your behalf.

Post March 2018: Victorians are able to appoint a medical treatment decision-maker who will make medical treatment decisions when you no longer have decision-making capacity (this replaces the ‘Enduring Power of Attorney – medical treatment’ document).

Vasey RSL Care encourages all residents to consider making a Power of Attorney and appoint a Medical Treatment Decision Maker. We are all at risk of experiencing an accident or illness that could affect our ability to make decisions. These powers give your decision-maker the authority to act on your behalf when you cannot make your own choices.

In the event that you are unable to make decisions about living arrangements, health care, access to services, or financial and legal matters and you do not have a Power of Attorney, the government may appoint a guardian or administrator on your behalf.

Further information about these processes and options is available from the Office of the Public Advocate: Telephone  1300 309 337 or http://www.publicadvocate.vic.gov.au

Donations and Gifts

As a not-for profit, Vasey RSL Care puts all income back into the running of the organisation, and where donations are made, these can allow us to extend our programs, such as our lifestyle and leisure activities. Our Hero’s Wish program is fully funded by donations and fulfills the wishes of our war widows and veterans in our community.

Vasey RSL Care has DGR (Deductible Gift Recipient) status and any donation over $2 is tax deductible.

Donations can be made via cash or cheque to any home or central office and a receipt will be provided. Alternatively, you may make a donation on the website: www.vaseyrslcare.org.au

Note: please do not give or lend money to staff under any circumstances.

All donations are very welcome and gratefully received.

11. Questions?

We hope the information provided here will give you a good overview of the services and care available to you and give you an idea of what to expect.

You are welcome to ask questions at any time, and you may find it helpful to write a list of questions during the first few weeks and make an appointment with the Facility Care Coordinator so you can make sure you have the answers you need – and if you would like to invite a family member or representative to be with you, please do.

The following page can be used to keep a note of questions you wish to ask.

We warmly welcome you to Vasey RSL Care and we hope that you will be very happy here.

Questions Answers

Appointment with (insert name, role) __________________________________________

Date: ________________________________________________________________

Time: ________________________________________________________________ Location: ________________________________________________________________

Appendix A: Charter of Aged Care Rights

From 1 July 2019, the Charter of Aged Care Rights replaced the Charter of care recipients’ rights and responsibilities – residential care, the Charter of care recipients’ rights and responsibilities –home care, and the Charter of care recipients’ right and responsibilities – short-term restorative care (part 1, residential care setting; part 2, home care setting).

Charter of Aged Care Rights (from 1 July 2019)

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, personal and social life, including where choices involve personal risk

8. have control over, and to 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

Disclaimer

We have made every effort to provide complete and accurate information which is correct at date of publication. However, please be aware that as circumstances change, this may have an impact on the information provided. This information is intended as a general guide only. You may wish to refer to your contract for specific details.