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Catholic Care of The Aged
Handbook for Home
Care Services
Client Handbook (HC 22) v3.00 (October 2019) 2
Contents Welcome .............................................................................................................................................. 3
Contact Details ................................................................................................................................... 4
Our Philosophy, Vision, Mission and Values ................................................................................... 5
Rights and Responsibilities ............................................................................................................... 6
CCA Services ........................................................................................................................................ 7
Home Care .......................................................................................................................................................... 7
Residential Care ................................................................................................................................................. 7
Food Services ...................................................................................................................................................... 7
Pastoral Care ...................................................................................................................................................... 8
Lifestyle ............................................................................................................................................................... 8
Transport ............................................................................................................................................................ 8
Frequently Asked Questions: ........................................................................................................... 9
How do I access Home Care ............................................................................................................................. 9
What is a Service Agreement? .......................................................................................................................... 9
What is a Care Plan? .......................................................................................................................................... 9
How can I track my spending? ......................................................................................................................... 9
What happens if I want to cease the service? .............................................................................................. 10
Your workers: ................................................................................................................................................... 11
Personal Information ...................................................................................................................... 12
What sort of information will CCA Collect? ................................................................................................... 12
What will you do with the information? ........................................................................................................ 12
Who will access my information? .................................................................................................................. 12
How does CCA protect privacy and confidentiality? ................................................................................... 12
Do I have to give the information I am asked for? ...................................................................................... 12
Quality Services and Continuous Improvement .......................................................................... 13
What if I am not happy with the Service? ..................................................................................................... 13
How else can I give feedback about the service CCA provides? ................................................................ 13
How do CCA handle incidents? ...................................................................................................................... 13
How to provide feedback ................................................................................................................................ 13
More Information ............................................................................................................................ 15
Advance Care Directive ................................................................................................................................... 15
Advocacy and Authorised Representative .................................................................................................... 15
Change of Information .................................................................................................................................... 15
Interpreters ....................................................................................................................................................... 15
Meals ................................................................................................................................................................. 15
Smoking............................................................................................................................................................. 15
Witnessing Documents ................................................................................................................................... 16
Falls at Home .................................................................................................................................................... 16
Infection Prevention ........................................................................................................................................ 17
Useful Contacts ................................................................................................................................ 19
Notes ................................................................................................................................................. 20
3
Welcome to Home Care
Catholic Care of the
Aged (CCA)
We're Kind
For us, kindness is everything. It is the basis of our
person-centred approach and it is what sets us apart
from everyone else.
As a not-for-profit that has cared for locals for more
than 40 years, we have an unwavering commitment
to look after the community first and not
shareholders. Whatever your circumstances, our
people are living proof of our Christ-centred values
focused on service to you.
Caring is in our nature. As the needs of our
community have changed over the past 40 years, so
have we. We provide our services based on our
understanding of all your circumstances. We
understand that change can be difficult, but we are
there with you all the way.
As part of our Home Care community, you will get
access to our Pastoral Care program that provides
emotional, spiritual and religious support that each of
us need throughout our life journey.
We are inclusive and regardless of your background
or beliefs, we welcome you into our community.
Our approach means that we are committed to
serving you with your best interests in mind.
We're Helpful
You can ask us anything. In fact, the more questions
you ask and the more information you provide us, the
more we can help you lead life to the fullest. That is
why we would love for you to come and chat to us
about what you need at this time in your life. We
prefer face-to-face interactions as we are better able
to understand your needs.
We do not assume that one size fits all and our
grounding in the Catholic faith means that we are
always looking for ways to help you more. Having a
dedicated, local team means we can spend more
time focused on your needs and you will not have to
deal with multiple points of contact or call centres.
If there are any services you require that we do not
provide, we are happy to recommend you to
someone who does.
We're Experienced
With more than 40 years’ worth of experience caring
for the local community, our experienced team of
nurses and carers work in partnership with you and
your family. This is because experience has shown us
that delivering services with consideration of the
family is sometimes just as important as that of the
individual.
Our qualified staff include a Registered Nurse and
Occupational Therapist who will liaise with your Care
Manager to ensure you receive care that addresses
all your needs.
It is through our proven track record and our person-
centred approach that we can best create a tailored
Home Care package that helps make living at home
easier.
Don Mackenzie
Manager, Community Services
CCA/Centacare
Client Handbook (HC 22) v3.00 (October 2019) 4
Contact Details
Existing Clients:
Bourne House
(02) 6581 6800
Level 1, 10-12 Short Street
Port Macquarie NSW 2444
Enquiries:
Donnelly House
(02) 5525 3600
Horton Street
Port Macquarie NSW 2444
Website: www.stagnesparish.org.au/cca/home-care
Email: [email protected]
Accreditation
All CCA services are accredited by the Australian Government and must comply with the Aged Care Quality
Standards in:
Client Dignity and Choice
Ongoing Assessment and Planning with
Clients
Personal and Clinical Care
Services and Supports for Daily Living
Organisations Service Environment
Feedback and Complaints
Human Resources
Organisational Governance
After a service receives accreditation, the Australian Aged Care Quality and Safety Commission continues to
monitor that standards are being met. Further information is available on their website.
www.agedcarequality.gov.au/
5
Our Philosophy
Our Vision
At CCA we actively share the Vision of St Agnes’ Catholic Parish, Port Macquarie that:
Everything is to be oriented towards the praise and glory of God
Our Mission
In the context of actively supporting the Mission of St
Agnes’ Catholic Parish, Port Macquarie, at CCA we will:
Maintain excellence in service by providing
professional, supporting and compassionate
care appropriate to the needs of each person
in our care and their families
Be respectful of and actively promote the
dignity and independence of each person in
our care
Apply Christian values of love, kindness and
understanding in all we do irrespective of
age, race, colour or creed
Work with colleagues to maintain a
professional and cohesive team, accepting
responsibility for our personal and
professional development and for respecting
one another’s dignity and self-worth at all
times
Our Values
CCA has adopted a person-centred philosophy to reflect our Vision and Mission. This means all care recipients,
stakeholders and staff are respected as individuals. We are committed to ensuring people receive quality care, in
a safe and fulfilling environment.
St Agnes’ Parish is built on solid foundations. We live our mission by actioning our values in everyday operations.
Our living, breathing values represent the spirit in which we operate every day, hour, minute and they
fundamentally shape the culture of CCA.
Client Handbook (HC 22) v3.00 (October 2019) 6
Rights and Responsibilities Charter of Aged Care Rights
All organisations providing services in Aged Care must follow the Charter of Aged Care Rights. (the Charter).
According to the Charter of Aged Care Rights you
have the right to:
1. safe and high-quality care and services
2. be treated with dignity and respect
3. have your identity, culture and diversity
valued and supported
4. live without abuse and neglect
5. be informed about your care and services in
a way I understand
6. access all information about yourself,
including information about your rights, care
and services
7. have control over and make choices about
your care, personal and social life, including
where the choices involve personal risk
8. have control over, and make decisions about,
the personal aspects of your daily life,
financial affairs and possessions
9. your independence
10. be listened to and understood
11. have a person of your choice, including an
aged care advocate, support you or speak on
your behalf
12. complain free from reprisal, and to you’re
your complaints dealt with fairly and
promptly
13. personal privacy and to have your personal
information protected
14. exercise your rights without it adversely
affecting the way you are treated
Your Care Manager or Care worker will provide you with a copy of the Charter, signed by the General Manager.
You have the option of also signing the charter to acknowledge that CCA has provided you information about your
rights in relation to the service under the charter, and has provided you a signed copy of the Charter
Your Responsibilities
When accessing Home Care you have the responsibility to:
1. Engage with the service to plan your goals and support needs.
2. Communicate to the best of your ability with Home Care so we can provide you the support you
require.
3. Be accountable for the decisions and choices you make.
4. Be responsible for your own actions to ensure the safety of yourself and others.
5. Behave in a respectful manner to others, including clients and staff – NO verbal, physical, sexual, or
emotional abuse or harassment will be accepted or tolerated.
6. Not approach the service or staff while under the influence of alcohol or illicit drugs.
7. Maintain confidentiality and privacy of others, including other clients and staff.
8. Tell Home Care if your circumstances change, including any changes to your Home Care Package or if
you cannot keep an appointment.
9. Tell someone if you are not happy with the service you receive
7
CCA Services
Home Care
Home Care Services may include assistance with
domestic responsibilities including cleaning, meal
preparation and shopping.
Personal Care Services may include assistance with
showering and dressing as well as medication
management.
Nursing Care Services may include assistance with
injections, catheter care and health monitoring.
Residential Care
Residential care is offered to people who are
independent and physically able, but still require
some assistance and to people who have a greater
degree of frailty and need continuous nursing care.
Residents live in a supported environment, in their
own room, with a private bathroom. Residents are
encouraged to be independent, with the support of
caring and competent staff. You are also encouraged
to continue your daily activities through participating
in the lifestyle choices while enjoying the onsite
facilities.
Self-Care are independent living villages offering a
retirement lifestyle with freedom from building and
garden maintenance, a sense of security, access to
further education, companionship and access to
great facilities as well as the peace of mind that care
is available at hand if needed.
Respite Care There may be times when other
commitments take carers away from their role or
they may simply need a short break. Our team can
provide assistance to carers, family and friends,
whether for a couple of hours or for a couple of
weeks. Respite care is available privately or through a
Home Care Package.
St Agnes’ Food Services
If you are too busy to cook, or want a break from
cooking every night, you may choose to have your
meals supplied through the Marion Hospitality Centre
and delivered by your Care worker, ready to heat.
As a CCA Home Care Client, your meals can be
delivered in line with your current Home Care
Package.
Meals are prepared by a team of experienced chefs
and cater to all dietary requirements including gluten
free, diabetic-friendly and texture modified. Seasoned
meals are developed in consultation with a registered
dietician and offer the choice between three healthy
and delicious meal options per day.
Each menu includes soup, the choice of three
different main meals and a delicious dessert. Each
meal is available in your choice of small, standard and
large portion sizes.
Client Handbook (HC 22) v3.00 (October 2019) 8
Pastoral Care
Pastoral Care provides emotional and spiritual
support that each of us needs throughout our life
journey. This support is given by listening, talking
together, prayer, music, nature and religious and
ecumenical services.
CCA respects both spiritual and cultural diversity,
offering spiritual care to people of all faith traditions
and those who express no faith tradition.
Leading the Pastoral Care Team is Sister Anne
Hannigan, who is a Sister of Mercy and a qualified
counsellor with many years’ experience in counselling
as well as teaching.
For more information contact Anne Hannigan on 02
6589 9814 or 0419 243 259 or email
Lifestyle Programs
CCA Home Care have regular bus outings where
clients can get together and enjoy social events
together. Information about upcoming trips will be
sent out to you as they are planned. If you are
interested in any events, contact your Care Manager
to register.
Transport with CCA Home Care Packages
We offer our Home Care package Client’s choices
with transport to assist in access to medical and
social appointments or activities.
Option 1 Hastings Macleay Community
Transport
Bookings can be made with Hastings Macleay
Community Transport by contacting your Care
Manager between Monday and Friday 8.30am to
4.00pm.
If you are already registered with Community
Transport, they will simply invoice CCA for services
that are booked and the cost will be deducted from
your Home Care package.
Option 2 Port Macquarie Taxis
Your case manager can arrange with Port Macquarie
Taxi Service your transport needs within the Port
Macquarie town limits. Your Care Manager will issue
you a card to present to the taxi driver and the costs
will be deducted from your Home Care package.
Option 3 Care staff transport and support
If you require a staff member to transport and stay
with you during appointments or outings, this can be
arranged by speaking to your Care Manager. Existing
fees and charges apply.
9
Frequently Asked
Questions
How do I Access Home Care?
Private Services To access community care privately,
simply call the Home Care Team (02) 5525 3600
or visit Donnelly House, 150 Horton Street,
Port Macquarie.
Department of Veteran Affairs Nursing Care To
access DVA nursing care, you will need to obtain a
referral form which can be gained through your GP or
by speaking to your Hospital Discharge Planner.
Alternatively, you can self-refer to the Home Care
Team by calling (02) 5525 3600.
Home Care Packages
Contact My Aged Care to book an
appointment with the local Aged Care
Assessment Team. www.myagedcare.gov.au
or 1800 200 422.
Make an appointment with the Catholic
Care of the Aged Home Care Team.
Call (02) 5525 3600 or visit Donnelly House,
150 Horton Street Port Macquarie.
The Australian Government subsidises a
range of aged care services in Australia. If
your personal circumstances allow, you may
be asked to contribute towards the cost of
your Home Care Package. Your Home Care
Team will work with you to develop a suitable,
personalised package tailored to your
individual needs.
Once you’ve accepted your Home Care
Agreement and Plan, your care and services
can begin.
What is a Service Agreement?
A Service Agreement is the document which is agreed
between you (or your advocate) and CCA Home Care.
The Service Agreement outlines the care and support
you receive from CCA Home Care, including the
duration and cost of these supports and services.
What is a Care Plan?
Every person’s care plan will be different, depending
on their needs and goals, interests and preferences
and the Home Care Package level they have.
Prior to serviced delivery, your Care Manager will
work with you to develop your own individual care
plan which will be a detailed plan of your care and
supports. Your Care Manager will encourage you to
think about your goals and care requirements, what
is most important to you and what will make your life
as easy as possible. You are in control and get to
make the final decisions.
You may wish to have another person, such as a
carer or family member with you to develop the plan.
Your needs can change over time, and it is important
your care plan is amended to meet your needs.
Therefore, your care plan will be reviewed at least
once every 12 months to make sure it is still suitable
for you. You can ask for a review at any time if you
think your needs have changed.
You will receive a copy of your care plan when it is
developed, and when there are any changes to your
plan. Your plan cannot be changed without your
consent and involvement.
Client Handbook (HC 22) v3.00 (October 2019) 10
How can I track my spending?
Before you commence services with us, you will be
given a copy of the price list. Your choice of services
will be detailed in your service agreement. Prices can
also be found on the My Aged Care Portal.
You will receive monthly statements that show how
your home care package budget is being spent. The
statement will show you the income and expenditure
for your package, and any unspent home care
amount so you can keep track of your spending.
Your Care Manager will provide you an explanation of
your monthly statement prior to service delivery.
Contact the finance team for any questions regarding
your statement on (02) 6581 6800.
What happens if I want to cease the
service?
We encourage you to discuss any concerns you have
with your Care Manager, including your changing
needs and preferences or any suggestions or
complaints about your service.
If you no longer wish to access CCA Home Care
Services, we ask you to advise us in writing with 7
days’ notice by completing the ‘Intention to Cease
Services’ section of the Exit Form. This form is
provided to you upon intake of the service but can be
provided to you again upon request. You may contact
your Care Manager to assist you in the process. Your
Care Manager will conduct an exit interview with you,
to ensure you are supported to access the services
you require after your CCA Home Care services have
ceased. You may choose to have an advocate, family
or friend involved in the process, and you may
choose to have this meeting in person or over the
phone.
11
Your Workers
Client Relationship Officers
A Client Relationship Officer works within the Client
Relationship Team and is usually the first point of
contact into the service. The Client Relationship
Officer handles enquiries, provides information about
the service and a person’s options. Should a person
choose to select CCA to provide their services, the
Client Relationship Officer, in collaboration with the
Care Manager (and any other persons of the client’s
choosing) may be the person who will work with them
to develop their service agreement.
Care Managers
A Care Manager is responsible for the coordination of
the Client care plan. The Care Manager will work with
the Client (and any other persons of the client’s
choosing) to develop a tailored care plan, conducting
assessment and ongoing review and link the Client
and their families to the services and supports they
require. The Care Manager usually oversees the
Client’s Home Care Package.
Care Workers
A Care Worker provides support to the Client to
complete the tasks and activities in their care plan.
Depending on a Client’s care plan, the care worker
may assist in:
Domestic cleaning
Personal care such as showering and
dressing
Food preparation
Outings with the client such as shopping and
appointments
Social Support
Registered Nurse
A registered nurse may provide more complex
support such as clinical care and assessment. This
may include wound care, catheter care.
Client Handbook (HC 22) v3.00 (October 2019) 12
Personal Information
What sort of information will CCA Collect?
This will depend on what sort of supports you will be
receiving from CCA, however we will only collect
personal information that is necessary for service
delivery.
What will you do with the information?
The information we collect will be stored safely within
our office, both in your hardcopy file and on our
computer system and accessed by the workers that
are involved in providing your service. Be assured
your information will be kept secure in accordance
with the Privacy Act 1988. If you wish to access your
personal records you may request for this to be
arranged by the Home Care Manager.
Who will access my information?
Other than the staff who are involved in your care, no
one is allowed to view your information without your
consent, and we do not discuss your information with
anyone without your consent. When we meet with
you, we will seek your written consent as to who you
agree will be allowed to access certain information.
For example; your carer, medical practitioner,
another service provider or auditors who ensure CCA
is providing you a safe and competent service.
You can withdraw this consent at any time by
contacting your care manager who will arrange for it
to be documented.
In accordance with legislation, if there are concerns
for your safety, or the safety of another person, CCA
may be required to report to relevant authorities
without your consent.
How does CCA protect privacy and
confidentiality?
Our staff are trained in how to protect privacy and will
never talk about you, your family and/or carers with
others, and will not talk about other care workers
with you or anyone else unless there is an immediate
risk to someone’s safety.
Do I have to give you the information you
ask for?
No, you do not have to tell us anything you don’t want
to. However, if you choose to provide the information
we request we will be better able to provide you a
safe, quality service that meets your particular needs.
In situations where your safety, or the safety of
another person is at risk because we are unable to
access certain information, we may not be able to
provide the service you require.
13
Quality Services and
Continuous Improvement
What if I am not happy with the Service?
If you are unhappy with the service you receive, or
have ideas on improvements we can make, we would
like to know. Feedback and complaints are an
opportunity for us to improve our services, and you
have a right to receive a safe, competent and quality
service from us. There are many ways to let us know
what you think of our service. See page 13 for more
on how to how to provide feedback or make a
complaint.
How else can I give feedback about the
service CCA provides?
At least once per year CCA will formally seek feedback
from all Clients about the service we provide. You
may be contacted by telephone, post or email and
asked to participate in a survey. We do this to ensure
we are continually improving our service. You do not
have to participate if you don’t want to, or you may
choose to participate anonymously.
If you would like to provide feedback now, you do not
have to wait until we contact you. You can contact us
by telephone or visit one of our offices and ask to
complete a feedback form. Or you can provide your
feedback on our website.
How do CCA handle incidents?
As an Aged Care service provider, CCA has the
responsibility to ensure that you are receiving a safe
and quality service from us. If there is a situation that
occurs in connection with your support that causes
(or has the potential to cause) harm to yourself or
another person, CCA must take action to respond
promptly to that incident and to ensure the persons
affected are provided support and are assisted
appropriately.
Our Incident Management system ensures all
workers report incidents to management to ensure
appropriate action has been taken in response to the
incident or if further action is required. Managers
monitor all incidents to prevent or minimise the
impact of further similar incidents from occurring. In
the case of serious incidents, CCA are required to
report incidents to the Aged Care Quality and Safety
Commission for further investigation. If you would like
to know more you may wish to refer to the CCA
Incidents Management Policy or talk to the Home
Care Manager.
Client Handbook (HC 22) v3.00 (October 2019) 14
How to Provide Feedback
You can complete a feedback form or ask a staff member to complete it with you.
15
More Information
Advance Care Directive
There may be a time in one’s life where they are not
able to communicate because of illness or injury. To
ensure wishes for health and personal care are
known and documented, CCA encourages the
development of an advance care directive. An
advanced care directive sets out your wishes for
medical interventions in particular in the event of
significant injury or illness. Advance Care directives
are filled out in consultation with yourself, family and
your GP.
Advocacy and Authorised Representative
You have the right to call on an advocate of your
choice to represent you at any time.
If you need an advocate, one may be made available
through the Older Persons Advocacy Network
(OPAN). To speak to an advocate, call the National
Aged Care Advocacy line on 1800 700 600 (free call)
or visit http://opan.com.au/.
Please ensure that the contact details of your
authorised representative are kept up to date, and
notify staff of any changes. If your authorised
representative will be unavailable for a period of time,
e.g. holidays, then please give the contact details of
another person to your Care Manager.
Where practicable an Enduring Power of Attorney
should be arranged prior to intake. This will ensure
that financial matters can be managed for you,
should the need arise. It is advised that all clients
either have an appointed advocate (responsible
person) or a guardian appointed by the Guardianship
Tribunal of New South Wales, to represent you if
needed. The advocate/representative is required to
provide the Service Manager with alternative contacts
should they not be available.
Change of Information
In the interest of your safety and wellbeing, it is
important that your personal information is always up
to date. If your personal information changes, e.g.
Pension or Health Care numbers, addresses and
telephone numbers of relatives/representatives or a
change of doctor please let your Care Manager know.
Interpreters
Booklets, brochures and information sheets are
available for you, your family and friends in a number
of languages from My Aged Care (1800 200 422) or
visit www.myagedcare.gov.au. If you require an
interpreter to communicate with us, this can be
arranged.
Meals
When working with you to develop your care plan,
your Care Manager will provide you options for the
planning and delivery of meals, should you require
this assistance. Depending on your needs and
preferences, examples of this could be support to
shop and prepare your meals, or the delivery of
meals from food services such as Meals on Wheels or
St Agnes’ Food services.
Smoking
As CCA have a legal responsibility to ensure a safe
work place for our employees, we must provide a
smoke free working environment. Therefore, we ask
that you please make sure that there is no smoking in
areas where our staff will be affected.
Client Handbook (HC 22) v3.00 (October 2019) 16
Witnessing Documents
It is a policy of CCA that no staff member shall witness
any legal documents pertaining to clients.
Falls at Home
If you fall, it is very important to stay still for a few
minutes so that the first shock passes and you can
think clearly. Trying to get up may seem the natural
thing to do, but giving yourself time to decide is a
wiser choice. If and when you decide to get up, always
try to use a solid piece of furniture to help you. There
are two ways you can go about it:
Slide yourself along the floor to the nearest sofa, chair
or bed. Then work your way into a position side-on to
the item of furniture, hold onto it while you get into
kneeling position, then gradually raise yourself, again
using the furniture for support.
Roll onto your stomach, then raise yourself onto all
fours and crawl to a suitable piece of furniture. Place
your hands on it so that you are kneeling, then
gradually raise yourself, again using the furniture for
support.
If you find getting up impossible or you decide it is
wiser not to try, you should look for ways to keep
yourself as warm and comfortable as possible until
help arrives. If you are in the bedroom, pull the
bedspread from the bed and cover yourself with it, or
use a blanket or coat. Perhaps you can also reach for
a pillow or cushion to put under your head or knees. If
you are in the bathroom, try to reach a towel anuse it
as covering or a pillow. You may relieve some of the
anxiety you could feel about falling. Most people worry
they might have to wait a long time for help so take
precautions to guard against this possibility.
Precautions you could take
Wear a personal alarm around your neck or at your
waist, you need to have it with you at all times.
Keep a whistle or bell handy. Leave one in a corner of
the bathroom floor, one beside the bed and another
under your favourite armchair.
Tell a neighbour so that if you sound either of them,
they will answer your call for help.
Install a house alarm, one that you can reach and
easily set off if you are on the floor
Re-hang toilet and bathroom doors so they open
outwards or can be lifted off the hinges. That way if
you fall and block the doorway, getting you out will be
a lot easier
Keep your telephone in a handy place, such as a low
table. If you fall, you may not be able to reach a wall
phone. Keep emergency numbers written in large
print near the phone. A magnifying glass kept in the
same place could be useful.
Purchasing a telephone with a hands-free speaker
facility might also be a good idea.
17
Infection Prevention Tips for Staying
Healthy
Clean hands:
Use soap and warm water. Rub your hands
really well for at least 15 seconds. Rub your
palms, fingernail, in between your fingers, and
the backs of your hands.
Clean your hands before touching or eating
food and after using the bathroom, taking out
the rubbish, or playing with a pet.
Use Hand Sanitiser: Alcohol Based hand rub
takes approximately 15-20 seconds to
decontaminate hands.
Make sure your care worker, nurse, doctor or
any other person touching you has washed
their hands.
Healthcare providers should wear clean
gloves when they perform tasks such as taking
blood, touching wounds or any part of your
body.
Cover your mouth and nose:
When you sneeze or cough germs can travel a
metre or more!
Use a tissue, be sure to throw it away after
use and then clean your hands.
If you don't have a tissue, cover your mouth
and nose with the bend of your elbow or
hands.
Get vaccinated:
Make sure that your vaccinations are current.
Check with your doctor about shots you may
need. Vaccinations are available to prevent
these diseases: Chicken pox, Measles,
Tetanus, Meningitis, Shingles, Mumps,
Hepatitis, Flu – Influenza, Whooping cough
(Pertussis), Pneumonia, German measles
(Rubella), Human papillomavirus (HPV)
If you are sick, stay away from other people or
stay home. Don't shake hands or touch
others.
Keep up Personal Hygiene:
Personal hygiene helps keep your immune
system from being overwhelmed by germs.
Wash Your Hands - Most infections,
particularly the common cold and
gastroenteritis, are contracted when our germ
infested hands come in contact with our
mouths.
Take a Daily Shower or Bath - A daily shower
or bath aids in the cleansing of our bodies as
well as eliminating any bodily odor or bacteria
ridden skin. You should have your own
personal bath towel.
Brush teeth at least twice a day. Mouth care is
very important. Mouth care includes brushing
the teeth, flossing between them, and
checking the inside of the mouth and gums,
as well as cleaning dentures.
Client Handbook (HC 22) v3.00 (October 2019) 18
Practice good food-safety:
You can prevent infections by food-borne
pathogens in your household by preparing and
storing foods safely. The following precautions will
help kill microbes that are present in the food you
buy and help you avoid introducing new microbes
into your food at home:
Rinse all meat, poultry, fish, fruits, and
vegetables under running water before
cooking or serving them.
Wash your hands with soap and water before
and after you handle raw meat.
Separate raw foods and cooked foods. Don't
use the same utensils or cutting boards with
cooked meat that were used to prepare the
raw meat without washing between uses.
Cook foods thoroughly, using a meat
thermometer to ensure that whole poultry is
cooked to 74°C, fish to 63°C, minced meat
and sausages to 71°C , beef, veal, lamb or
pork to between 63°C and 77°C.
(foodauthority.nsw.gov.au).
Defrost foods only in the refrigerator or in the
microwave.
Eat Well:
Nutrition and Diet is very important, especially to a
person who is recovering from an illness or is in a
bed or wheelchair for a long period of time.
A healthy diet focuses on:
Fruits, vegetables, whole grains, and low-fat or
fat-free milk and milk products.
Includes lean meats, poultry, fish, beans, eggs,
and nuts.
Is low in saturated fats, trans fats, cholesterol,
salt (sodium), and added sugars.
Depending on a person's medical condition, a
special diet and/or supplements may be
required.
19
Useful
Contact
Numbers
Aged Care Quality and Safety Commission .................................................................................................... T: 1800 951 822
My Aged Care ........................................................................................................................................................ T: 1800 200 422
Alzheimer’s Association NSW Office ................................................................................................................ T: (02) 9805 0100
Alzheimer’s Australia National Dementia Helpline ....................................................................................... T: 1800 100 500
Australian Electoral Commission (AEC) ........................................................................................................... T: 13 23 26
Carers NSW and ACT ........................................................................................................................................... T: 1800 242 636
Council on Ageing ................................................................................................................................................ T: (02) 6282 3777
Department of Health .......................................................................................................................................... T: 1800 048 998
Department of Veteran’s Affairs ....................................................................................................................... T: 1800 555 254
Department of Veteran’s Affairs NSW, General Enquiries .......................................................................... T: (02) 9213 7900
Guardianship Tribunal ........................................................................................................................................ T: 1800 463 928
National Aged Care Advocacy Line ................................................................................................................... T: 1800 700 600
National Continence Helpline ........................................................................................................................... T: 1800 330 060
NSW Trustee and Guardian ............................................................................................................................... T: 1300 364 103
Public Trustee ACT ............................................................................................................................................... T: (02) 6207 9800
Senior Rights Service ........................................................................................................................................... T: 1800 424 079
OPAN National Aged Care Advocacy line ........................................................................................................ T: 1800 700 600
Additional Contacts: e.g GP, dentist
Client Handbook (HC 22) v3.00 (October 2019) 20
Notes
21
Client Handbook (HC 22) v3.00 (October 2019) 22
Donnelly House, 150 Horton Street
Port Macquarie NSW 2444
T (02) 5525 3600
www.stagnesparish.org.au/cca/home-care
Level 1, Bourne House, 10-12 Short Street
(PO Box 104) Port Macquarie NSW 2444
T 02 6581 6800
F 02 6584 0724
www.stagnesparish.org.au/cca/home-care
