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UPA Hunter Region – Resident Information Handbook - 2010

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UPA

HUNTER REGION

RESIDENT INFORMATION HANDBOOK

2010



All enquiries should be directed to:

UPA Hunter Region Regional Office Woodlands Village

100 Lake Road Wallsend NSW 2287

Phone: 02 4951 3700 Fax: 02 4951 1046

UPA Values:

Kindness Integrity Respect

Compassion

Table of Contents

Introduction Page……..3UPA Philosophy of Aged Care Page …….4History of the UPA Page……..4UPA Mission Statement Page……..5UPA Hunter Region – Services Page……..5Independent Living Units Information Page……..7Woodlands Lodge Information Page……14Useful Sources of Information Page……28UPA Policies Page……35



Introduction Moving into a retirement village is one of the most important decisions you will make at this time of your life. The UPA recognises that retirement years should be among the best and most satisfying years in a person’s life. Towards that ideal our retirement villages create an environment where privacy is respected – yet companionship is only a neighbor away. The village is a place where folk are free to come and go as they choose without a worry, a place of independent living without the burdens of home ownership, and a world where changing needs can be met and future security and care are assured. This handbook is designed to provide you with information on the UPA Hunter Region and its retirement complexes and services. Please read this handbook and if you have not already done so, make an appointment to tour our complexes, meet our residents and staff who will be only too happy to expand on the information contained in this handbook.



UPA Philosophy of Aged Care

The United Protestant Association of NSW (UPA) is a Christian care organization established in response to God’s love to care for people. We believe that every human being has the basic right to live in peace with dignity and security and that right does not diminish with age. To this end we will provide an environment in which physical and social needs may well be met and a sense of security, love and belonging, may be realised. We will also provide opportunities and resources for each individual to maintain and develop self-esteem and the realisation of personal potential. We shall offer security for the future by facilitating access to all levels of care. Our continual aims and objectives will be to provide a caring atmosphere of Christian love and understanding; therefore our services will be based on Christian principles and practice.

A Brief History and Outline of the UPA The United Protestant Association of NSW is a Christian Care Organization established with the commitment to care for disadvantaged children and the provision of care and accommodation for elderly people. The late Thomas Agst, B.E.M., J.P. founded the Association at Grafton in 1938 when he took several small children into care. From this small beginning the Association was to gain impetus, which has since that time expanded its services to some twenty centers throughout New South Wales. From its inception the UPA has touched the lives of



thousands of people providing high quality care in the context of Christian love and compassion. The Association is a non-profit Company limited by guarantee, and is also a registered Charitable Organisation. The emphasis of the Association, as a united Christian care organization ensures the acceptance of people from any denominational affiliation, ethnic and social background. The essential objective of the Association may be described simply in the word “CARE”. The control of the Association, together with its overall activities, is structured around districts or regions, each being autonomous in its operations. The Head Office is located at Wahroonga, a suburb of Sydney. The controlling body, The Board, is elected each year at the Annual General Meeting. This group meets regularly, monitoring the overall control and growth of the organisation. Each region/district also has a monitoring body, elected each year at the Annual General Meeting of each region/district. The members of the organization elect this group and they are all dedicated volunteers who assist our Management in assuring the continuing growth of our services and facilities.

UPA Mission Statement

To offer care of the highest possible standard consistent with the UPA’s Christian

commitment and the expectations of society.

UPA Hunter Region The UPA has been a dominant force in the welfare field in Wallsend since 1944. Our main complex is located at “Woodlands” at 100 Lake Road Wallsend. The central feature of the Woodlands complex is “Woodlands House” now restored and used as a centre for social activities within the complex. The Hunter Regional Office is also located within the complex in the Administration Office near Woodlands House. The UPA Hunter Region offers the following services:

Woodlands Village Complex 100 Lake Road,

Wallsend Neatly tucked away within the spacious garden filled grounds you will find:

Woodlands Place 30 Units: Woodlands Grove 24 Units:

Offering a unique mix of two-bedroom self-contained units.

Woodlands Lodge Hostel:



A modern but homely 72 bed aged care service offering private rooms and couple accommodation with staff committed to providing high quality personal care.

Sarina Court 14 Sarina Street,

Maryland In a lovely garden situation -12 beautifully designed and appointed two bedroom units – all with garages.

Ellimatta Village

27 Porter Avenue, East Maitland

17 one and two bedroom units located in a secure and garden filled site you will find a mixture of one and two bedroom units grouped around a central common room and facilities.



INDEPENDENT LIVING

UNITS

SELF CARE



Self Care Units Self Care living within a UPA Retirement Village enables you to maintain your independent lifestyle while living in a close-knit community with emergency and maintenance assistance close at hand. Many residents wish to enjoy the companionship of others of a similar age and interests. Others have found their former home and garden too big to maintain properly. For all these people a Retirement Village is the perfect place to establish a new home. The UPA Hunter Region offers a mixture of one and two bedroom units at varying price rates. (These rates and designs can be obtained upon request from our administration office). Whilst price and layout may vary the following applies to all our units.

Refurbishment All of our units are refurbished, as required, before each new resident moves in. This may include such things as replacement of carpet, stove, blinds and internal painting. This ensures that the unit is “new” for you to add your own personal touches that will make the unit uniquely yours.

Unit Maintenance All residents are asked to ensure that the units are properly maintained. If you have maintenance problems just contact our administration staff who will ensure that our maintenance personnel are there as soon as possible. Please obtain permission from our Regional Manager before making any alterations to your unit e.g. installation of air conditioners/ceiling fans etc. All requests must be in writing and state the tradesperson/company license number and insurance details. The blanket term “anything glued, screwed or bolted becomes a fixture” generally applies to any additions in self-care units. Any changes or additions to the unit remain the property of the Retirement Village on your departure.

Electrical Appliances

All electrical appliances must be checked and approved by the Regional Manager

before installation. For your safety all kettles must have a safety cut out switch and

power points must be turned off when not in use.

We encourage residents to have their electric blankets and small electrical appliances checked once a year by a qualified electrician. The use of double adaptors is prohibited within any UPA building. It is preferable that no extension cords be used, however if it is necessary please ensure that it is an



approved safety type and the cord is kept out of the way so as not to become a trip hazard. Where multiple electrical items are required to be plugged in to an electrical socket, you must use a power board with a safety cut off switch.

NB: Electrical heaters are to be plugged directly into the wall socket and never to be placed into a power board with any other electrical items.

Rates Each unit has its own electricity meter (and gas where applicable) and telephone outlet. The resident is responsible for payment of these accounts. Please ensure that you have these services connected in your name before taking up occupancy and please have them disconnected if for any reason you leave our village.

Emergency Assistance Each unit is supplied with a Vitalcall button. The “Caretaker” Vitalcall system in use at all our facilities is linked directly to the “Vitalcall Centre” which ensures immediate response to your call. We however do stress that they are only used in emergency medical situations.

Illness and Accidents If you become ill or have an accident we encourage you to seek medical advice immediately. Family and friends should be involved in your care, however, if this is not possible, please contact our Administration Office. Meals–can be organized to be delivered to you, until you are feeling better. Meals can also be provided on a long-term basis however you will be expected to collect them from the main kitchen unless your health precludes you from doing so. This service is provided on a fee for service basis. Where medical assistance is required, especially after a return from the hospital system, you will generally find that the staff from the hospital will assist with accessing this care. Should you have an accident on UPA grounds, or if you are aware of a potentially hazardous situation, please notify the Administration Office so that preventative measures can be taken.

Pets

To ensure the peace of all residents’ pets, other than small caged birds and fish, are not allowed. Guide dogs for the blind are accepted.



Gardens and Access Roads

The upkeep of individual gardens provided with your unit is your responsibility at all times. However, if you at any time you feel that you can no longer cope with this please notify our Administration Office who will have our garden staff remove the garden and convert it to a grassed area or low maintenance garden. The remaining grounds, pathways and access areas are the responsibility of Management and should not be destroyed or damaged in any way or used for your own exclusive purpose.

Garbage Collection Our maintenance team collects the domestic garbage, at the Woodlands Complex, on Mondays, Wednesdays and Fridays. Please leave your garbage outside your unit in a tightly secured bag by 8.30am on these mornings. There is also a garbage skip located on the main access road near the administration office for you to place your refuse in. For residents at both Sarina Court and Ellimatta Village “whiz” bins are provided for use and must be put out for garbage collection on the appointed day.

Activities Centre Woodlands House is the social centre for the Woodlands Complex. There are many resident organised functions and functions organised by our self-care coordinator that all residents are welcome to attend. Notices of impending functions are placed on the notice board in Woodlands House and are also advertised in the “Woodlands Bulletin” (a bi-monthly magazine complied by staff & residents), which is delivered to all mailboxes at the end of the month for the next month. Our self-care coordinator will also place notices in your letterboxes reminding you of up coming events. Both Sarina Court and Ellimatta Village each have a lovely common room where there are many resident organised activities and also activities organised by the self-care coordinator. Once again the “Woodlands Bulletin” will provide details of these activities.

Visitors

The Retirement Village is your home and as such relatives and friends may visit at any reasonable hour as long as they respect the rights of other residents and visitors to the quiet enjoyment of the Village and its facilities. However, if you wish to have a visitor stay for a period greater than two (2) weeks it is necessary to obtain approval from the Regional Manager.

Pool Pool for Self Care Residents use Refer to Swimming Pool rules and regulations.



UPA Bus Service

The UPA Hunter Region provides a bus for its residents. This bus leaves the Woodlands Complex every Thursday morning, to take residents shopping at both Wallsend Plaza and Jesmond Stockland Mall. Every Thursday morning, the bus also collects the Sarina Court residents for shopping. Every second Friday morning, the bus collects the Ellimatta residents for shopping. Each month there are several bus trips organised for residents from all the villages – please read your copy of the “Woodlands Bulletin” or see notices for information regarding all trips.

Resident Meetings Residents form their own “Residents Group” and generally meet once a month to discuss social activities and fund raising and also to meet with the Regional Manager and discuss any concerns and ideas that they may wish to have investigated. This is also an ideal forum for our Regional Manager to inform residents of the happenings of the Region.

Absences from the Village

Our villages are close-knit communities concerned for your safety and well-being. Therefore, if you are going to be away for more than a day please inform our Administration Office to avoid unnecessary alarm.

Religious Services

There are several different services conducted throughout Woodlands Village by various religious bodies – please see your copy of the “Woodlands Bulletin” for details of times and locations for all services. All residents are welcome.

Car Parking

We ask all residents and visitors to make use of car parking spaces as marked and to avoid parking in “No Parking” areas and in any areas where the flow of traffic will be impeded.

Medical Information Upon your taking up residence within a self-care unit we ask you to complete a “personal information” form. These forms ask for such details as name, age, next of kin, pension and medical benefits numbers and details of your health. From the information supplied on this form we will complete an emergency medical sheet, that we encourage all residents to keep attached to the back of the back door of



their unit so that if you require emergency medical treatment this information can be provided to the ambulance service and subsequently to hospital staff.

Maintenance (Recurrent) Fees

Self Care maintenance fees are paid on a fortnightly (pension day) basis in advance. We encourage residents to use the direct debit service offered by the Newcastle Permanent Building Society and the Greater Building Society – the fortnightly amounts are directly debited from your account at no charge and paid to the UPA. Payments can also be sent direct form the resident’s bank account to the UPA’s bank account – however your bank will charge for this service. The use of cash to pay the fortnightly fees is discouraged for safety reasons. The maintenance fee covers:

a) Operational expenses of the retirement village which includes:

• The cost of providing facilities for and services to the residents. • The cost of maintaining and renovating buildings and other

property and the replacing of the UPA’s furniture, furnishings, fittings, vehicles, plant and equipment.

• The cost of meeting Occupational Health and Safety Legislation requirements and fire safety requirements.

• The cost of maintenance, cleaning and upkeep of all common areas and grounds contained within the complex.

• The cost of air-conditioning in common areas and administration areas.

• Insurance premiums (excluding insurance of the contents of units which do not belong to the UPA and other items of property which belong to the residents).

• Rates, taxes and charges and assessments payable to any Government of Statutory authority and costs of compliance with requirements of all such bodies.

• Electricity and gas charges for common areas. • Pest control expenses relating to common areas or buildings. • Cost of administration and all staff costs. • Contributions payable by the retirement village to the UPA for

centralised or shared administration, facilities or services • All other expenses which the UPA may incur in relation to the

operation and management of the retirement Village and the services and facilities which the UPA agrees from time to time to provide.

b) Such capital and other expenses (including the expenses of upgrading or expansion of facilities and changes and additions to existing services) or provisions for any such expenses as may be approved by the residents through the structure for resident input into management.

Miscellaneous Services



Hair Dresser – available Thursday & Friday of each week at Woodlands Lodge. Appointments are necessary and the resident is responsible for the cost.

Library – available to all residents in Woodlands House Woodlands House can be used for private functions by residents – please

contact our Administration Office to make a booking. External Suppliers for:

• Ice cream van – once a fortnight at Woodlands Village • Newspaper, milk and chemist deliveries can be organized with

local suppliers

Ongoing Care The UPA Management will endeavour to provide ongoing care within a UPA Aged Care Service (Hostel) when and if you have been assessed as requiring this level of care. Refer to the section on Hostels for information regarding accommodation bonds, fortnightly fees and services provided within a Hostel environment. N.B: Places within a Hostel are determined on a needs basis and we therefore cannot guarantee you a place.

Dispute Resolution When living in any form of communal setting it is inevitable that disputes may arise. The Disputes Resolution Charter aims to provide residents and management with the means by which such disputes can be resolved in an easy, informal and inexpensive manner. The following chart indicates the steps you should take when attempting to have any disputes or problems you may have resolved.

Internal Procedure External Procedure

Or Or Or Or STOPline

Resident with Complaint or Dispute Fair Trading Residential Tribunal

Regional Manager (02) 4951 3583

The General Manager (02) 9487 1338

The Aged-Care Rights Services Inc (TARS)

1800 424 079

STOPLINE (03) 9882 4550

[email protected]



Further information on the Disputes and Complaints is available from the Regional Manager. You can also contact the following organizations direct: Department of Fair Trading Retirement Village Information Officer Stocklands House Castlereagh Street SYDNEY NSW 2001 Phone: 02 9377 9129

The Aged Care Rights service Inc (TARS) 505/64 Kippax Street SURRY HILLS NSW 2010 Phone: 1800 424 079 or 02 9281 3600 E-Mail: [email protected]

STOPline P.O. Box 175 HAWTHORN VIC 3122 Phone: (03) 9882 4550 Email: [email protected]



Woodlands Lodge

Resident Aged Care Service

Woodlands Lodge Aged Care Facility Companionship, privacy and assistance are three of the key elements contributing to the UPA’s excellence in Hostel care. Within the Hostel you will find companionship with people of similar age and interests and a myriad of activities, concerts and excursions to keep your days as full as you choose. All residents will experience a period of adjustment when they enter our facility and we will endeavor to provide our full support in assisting you to adjust to this new lifestyle and environment. Our aim is to provide a balance between your freedom of choice and compromise (through consultation) with regards to policy, procedures and safety issues.

Accommodation Styles Woodlands Lodge, which is a 72 bed “low-care” aged care facility, offers the following types of accommodation: -

• permanent single hostel suites • permanent double hostel suites (suitable for couples) • Dementia Specific accommodation



Each single suite has a large bedroom with a spacious built in wardrobe and en-suite. Every suite comes complete with floor and window coverings. Each double suite consists of a living area with kitchenette, a separate bedroom with built-in wardrobe and a large en-suite. Every suite comes complete with floor and window coverings.

Furniture (bed, chair) can be provided by the UPA however we encourage the residents to bring their own furniture to allow for an individual and familiar space to be set in place, as long as it meets OH&S regulations. NB: Items and the number of items that may be deemed unsuitable in terms of resident safety will be discussed with you prior to admission and reassessed during your admission period.

Woodlands Lodge consists of five wings: -

• Anzac Wing

• Koala Wing

• Wattle Wing

• Wattle Grove Wing – Dementia Specific

• Valley View Wing – Double suites / Single suites

• Valley View New Wing

Admission Process

Before entering an Aged Care Facility (hostel) you will need to be assessed by the Aged Care Assessment Team (ACAT) to establish eligibility. Once you have received the necessary assessment (an ACCR which indicates a requirement for “low” care hostel accommodation & care) you will be issued with a copy of this plus an application form from the ACAT. Copies of the assessment and application must then be submitted to Aged Care Facilities to allow your name to be placed on the waiting list. You should note that current Commonwealth Government Guidelines require us to admit residents on a ‘Needs basis”, so a place at any hostel cannot be guaranteed. NB: Please refer to the UPA Admission and Discharge Policy in the Policy Section of this Handbook.



Financial Arrangements Recognizing the high cost of operating a Residential Aged Care Facility (Hostel) the Department of Health & Ageing (DHAC) pays an operating subsidy to the service for the provision of care. The amount of the subsidy varies from resident to resident depending on the level of care the resident is assessed as requiring. A Financial Assessment with Centrelink is required.

Accommodation Bond An accommodation bond is an amount (paid either as a lump sum or in periodical payments) you may be asked to pay when you enter an Aged Care Facility. This bond is an “interest free” loan to the facility. The service is permitted to deduct a “Retention” amount each month up to a maximum period of five years. (Refer to the “Financial Considerations” information sheet for current dollar amounts) NB: Refer to the UPA Refund Policy in the policy section of this manual Concessional Resident If a resident, who in respect to their financial circumstances, cannot afford to pay an accommodation bond, the Government will provide the Service with extra funding to make up for the short fall in interest earned and retention amounts that would be deducted from an accommodation bond. Assisted Resident If a resident that may be able to pay a “small” bond and the Government will provide the service with extra funding to make up the short fall in interest earned and retention amounts that would be deducted from an accommodation bond.

Non-concessional Resident If a resident who, in respect to their financial circumstances, can afford to pay an accommodation bond, the actual amount of this bond will be discussed with each individual resident and their family prior to their acceptance of place within the facility.

Daily Fees The DHAC sets the daily fee payable by a resident to the facility – this is called the “basic care” fee and is payable to the service on a fortnightly basis in advance. This fee is calculated as 85% of the Aged Pension. (NB: Non-pensioners and residents paying an Accommodation Bond amount of 10 x higher than the annual aged care pension amount- will pay a higher daily rate.)



Upon entering the service all residents will be required to pay this fee and the DHAC in conjunction with Centrelink/DVA will undertake an Income and Assets test to determine if the resident is able to pay more for their care – this is called an “income tested” care fee and will be payable in addition to the base care fee. This assessment can take up to twenty-eight (28) days and will be periodically reviewed by the DHAC and Centrelink. Both the resident and the service will be notified of any changes in the fee to be charged. Your fortnightly care fee is a contribution towards the cost of your care - including living expenses like meals and refreshments, cleaning, laundry, heating/cooling, maintenance, rates as well as social activities. In addition it covers costs of personal care – including assistance with daily living like bathing, dressing and toileting; or assistance with mobility aids, therapy and certain medical and pharmaceutical services. Our service requests that your fortnightly payments are made through the Newcastle Permanent Building Society or The Greater Building Society – both offer a free debit from your account that is paid to the UPA on a fortnightly basis. Direct debits from other banks to our bank can be made but please note that your bank will charge you a fee for this service. Personal and bank cheques will be accepted but for security purposes we will not accept cash. N.B: More detailed information sheets are available on the payment of bonds and fees from the Department of Health and Aged Care

Personal Information In order to provide you the resident with the appropriate care required you will be asked to supply the facility with certain personal information – medical, social, cultural and religious.

It is recommended that you have the following in place: -

Nominated Person You may nominate a person to represent you in your dealings with the facility, and as the person to who matters affecting you and your interests may be referred in the event of your illness or unavailability. The use of the nominated representative will be at your discretion. If you desire, your representative will be invited to participate in any major consultation between yourself and the facility. The nomination will continue until you notify us that you cancel the nomination.

Power of Attorney and Enduring Power of Attorney A General Power of Attorney is where you appoint a person to act on your behalf in relation to your financial matters while you still have the capacity to do so. An Enduring Power of Attorney is where you appoint a person to act now and continue to act on your behalf in relation to your financial affairs if at some future time you should lose the capacity to do so.



Guardianship and Enduring Guardianship A Guardianship allows you to appoint a person who can make decision regards your personal and lifestyle decisions for you – like where you live and the health care you receive. An Enduring Guardianship allows the appointed person to continue to make these decisions on your behalf if you are ever unable to do so yourself.

An Advance Health Care Directive You will be asked to complete an Advance Health Care Directive – this will ensure that your wishes are known and carried out in accordance with your personal wishes.

NB: Refer to the UPA Confidentiality and Privacy Policy in the policy section of this manual

Personal Care Our Care Staff are on duty 24 hours a day to assist the residents with the following tasks as required:

Showering or personal hygiene, grooming (Bath towels, face washers and soap are provided)

Toileting/Continence (Toilet paper will be provided) Dressing and undressing Mobility Supervision of prescribed medication Sensory communications or the fitting of sensory communication aids Special diets Application of eye drops and similar treatments Provision of emotional support Individual attention and support for people who experience recurrent

confusion due to factors such as dementia, or who have cognitive or behavioral disorders

Treatments & procedures (eye drops/wound dressing) Eating and eating aids Communication

Services

Full hotel services and personal care services are provided to the Hostel residents and they include:

Meals and refreshments (cooking is not allowed in residents suites) Breakfast – weekly mix of continental & full cooked breakfast Morning tea served in the lounge room Lunch in the dining room Afternoon tea served in the lounge room Tea in the dining room Supper in your room N.B: snacks and drinks are available at any time upon request Special dietary needs are catered for – under direction of a medical

professional



Residents may have their meals in their rooms if they are unwell, but all residents are encouraged to join their fellow residents for meals

All meals are cooked daily on site in our own kitchen

Woodlands Lodge is HACCP Accredited and therefore we have a Food Safety Program. Your assistance in the compliance with the Food Safety Regulations is appreciated – please refer to the Food Safety Booklet attached to this handbook.

Full Laundry Service

This includes all linen and all personal washing – all personal items of clothing must be clearly and permanently marked with the resident’s name. All items must be suitable for washing in a commercial washing machine. All residents should have enough clothing for at least seven days to allow for laundry processing times. (Residents who suffer with incontinence problems should ensure they have a good supply of underwear and other clothing)

Please see the Care Manager to obtain order forms for pre-printed labels, which can then be sown onto your clothes. It is the responsibility of the residents and their family to ensure that all new clothes purchased are also clearly marked. Whilst we make all efforts to ensure that your personal items are returned to you we accept no responsibility for the loss of clothing that is not clearly marked.

Cleaning Each resident’s room is cleaned once a week and all bathrooms. In order to ensure no-breakages of your special things the resident and/or family will be responsible for the dusting of ornaments and knick- knacks if these are numerous in number.

Bed making

All linen is provided, including bedspreads – however residents are encouraged to bring their favourite bedspread if desired.

Social/activity programs by Activities Officers A monthly activity plan is drawn in advance each month that outlines the activities for the month – a range of activities and outings is offered to cater for all residents tastes e.g. bingo, craft, book reading, sing-a-longs, concerts, lunch outings, picnics, drives just to see the scenery and church services.

24 hour on-call assistance There are two call buttons located in each room with staff on duty 24 hours a day. Pendants are also available. The call buttons are to be used for emergency assistance only.

All services are provided in accordance with the Aged Care Act 1997.



Fixtures and fittings Residents undertake to be responsible for any damage to the room or fixtures and fittings excluding damage incurred through normal wear and tear, fire, lightning or storms. Requests for repairs and maintenance should be directed to the staff who will record your request in the maintenance notification book. NB: The UPA is responsible only for the maintenance of the fixtures and fittings that are provided. We are not responsible for the maintenance and repair of your personal items (electrical, furniture or otherwise). It will be the responsibility of the residents and/or family to undertake repairs or replacements of their own property. If you bring a small fridge with you it will be yours and/or the families’ responsibility to defrost it.

♦ Room Contents.

• Floor coverings • Window coverings • Light Fittings • Smoke detectors • External security door • Built-in wardrobes • Ceiling fan (not all suites) • Electric oil filled heater • Emergency Call Buttons – near bed and in bathroom • Telephone Outlet – installation and payment of accounts residents

responsibility • TV outlet • Bathroom fittings • Fire Sprinkler • Electricity cut out switch

NB: The resident undertakes not to alter or add to the suite in any without prior written consent of the Regional Manager.

What to bring

Whilst we can provide a bed, mattress, chair we encourage residents to make their room their very own and bring a variety of your own furniture and personal items. The amount of furniture you bring will be dictated by the size of your suite and for safety reasons you are asked not to bring very large items and to keep the floor space as uncluttered as possible. You need room to be able to move safely around, meeting OH&S requirements and Care Manager.



Bed provided as per OH&S regulation. By all means bring your favorite paintings, family photos etc. These help make your suite feel like home. Linen is provided, but to add a personal touch you may choose to bring your own doona or bedspread. You may also choose to bring your own pillow although these are generally provided.

Electrical Appliances • It is required that all residents have their electrical items checked and

tagged by a licensed Electrician prior to admission. You will be required to produce the documentation provided by the Electrician on admission - a visual inspection of all electrical items will be conducted by our staff.

• As all electrical appliances must be tested and tagged annually – our trained maintenance staff will undertake this in the subsequent years of your residence.

• All faulty items will be removed from service and the resident and/or family notified that the item is no longer to be used.

• It is the resident and/or family responsibility to ensure new electrical items are tested and tagged (documentation provided) prior to being installed in the resident rooms.

• Double adaptors are not permitted. • Power boards with safety cut off switch may be used where multiple

appliances require a power source. • Electrical oil filled heaters must be plugged directly into a wall-mounted

power point and never into a power board with other appliances. • Be sure to turn your TV off at the switch located on the front of the TV or

at the wall switch – never just leave turned off using the remote control. • Electric blankets are not permitted within the Hostel. • The UPA undertakes regular audits of all rooms to ensure compliance

with this policy.

Doctors Residents are free to choose their own Doctor to care for them whilst a resident of our Service. If you’re regular Doctor is unable to continue to provide your care please discuss this with the Care Manager who will assist you in selecting a Doctor who can attend you within the Hostel.

Specialists and Allied Health Professionals We will assist in accessing appointments as required under a Doctors authority – however it will be the responsibility of the resident and/or family to arrange transport to and from external appointments. If that is not possible, residents can access taxis and ambulance transport if going to medical appointment (staff can accompany at resident’s expense) the cost of such transport and/or assistance will be at the residents cost.



Pharmacy Woodlands Lodge has an agreement with a local Pharmacy for daily deliveries of Residents medications, using the Webster Pak System. The Pharmacy provides each resident with a detailed monthly account and payment of this account can be direct debited from residents account or sent to a family address (see the Admin Office).

Insurance Insurance for the resident’s belongings (Contents Insurance) is the resident’s responsibility. When arranging your insurance the Insurance Company should be advised that the Lodge staff has access to your room using a master key. UPA Hunter Region does not accept responsibility, if any of your possessions are lost.

Money and Valuables All money and valuables should be securely stored in your room and your room door locked whenever you are not there. Every resident is issued with his or her own room key. Security reason family member are not to have extra keys duplicated. A locked box is provided for each resident to place valuables in. We recommend that no more than $30.00 cash on hand.

We would advise that any items of significant value should not be brought into the Lodge. A service exists, for money to pay for incidental expenses, to be kept for

you and payments made on your behalf. Residents are requested large sums of money is not to be kept.

Our staff will discuss this with you during the pre-admission period.

Visitors Woodlands Lodge is your home and as such relatives and friends may visit at any reasonable hour as long as they respect the rights of the other residents and visitors to the quiet enjoyment of the Lodge. Due to OH&S requirements all Visitor whom enter the facility are to sign in and out in the visitors register book located at the front of the facility. If you wish, they can join you for a meal, however, notice is required in advance and a reasonable charge will be made for the visitor’s meal. Visitors may also make use of the coffee and tea making facilities available in the dining room. Please note that for safety and hygiene access to the kitchen is limited to staff only.



Library Services The Newcastle Regional Library regularly renews the books available in the Lodge library (found in the lounge room). Any resident may borrow the books available and large print books are available for those who require them.

Hair Dressing A hairdresser visits the Lodge every Wednesday and Thursday and appointments can be made with the staff members. The resident must meet the cost of hairdressing services.

Podiatry A podiatrist visits the Lodge regularly. To make an appointment please see the staff on duty. The cost of the podiatrist services is at the resident’s cost. Resident may continue to use own private podiatrist if you wish.

Newspapers

A newspaper is delivered each day to the Lodge and this is generally read in the morning to the residents in the Lounge room. For those who wish to receive their own paper this can be arranged through the newsagent at the resident’s own cost organized by resident or family.

Pets To ensure the peace of all residents pets are unfortunately not allowed.

Smoking

The UPA has a “No Smoking” policy and therefore for the residents’ safety and comfort, smoking is not allowed in your room or within the communal areas of the Lodge. Please see sign indicating designated smoking areas. If a resident fails to follow this rule and the alarm is activated the cost of the fire brigade call will be billed to that resident. NB: Refer to the UPA “Smoking” Policy in the policy section of this manual

Mail Australia Post delivers mail on a daily basis and this is sorted and delivered to each resident’s individual mailbox - located at the front entrance of the Lodge - or to the residents directly within the Valley View Wing.

Outgoing mail may be left at the office and this will be posted at the end of every day on the resident’s behalf. Postage is at the resident’s cost.



Voting Residents are encouraged to vote in all Federal, State and Local Government elections. The Electoral Office provides a mobile polling booth for all elections within the Lodge. Residents need to ensure there change of address is completed on moving to the facility including the Electoral Commission.

Community Visitors Scheme For those residents who are unable to receive regular contact with family and friends, arrangements can be made to have a regular visit, from a suitable person, through the Commonwealth Government initiated “Community Visitors Scheme”. This provides the resident with continuing social contact and interaction.

Religious Services Various denominational organizations visit the Lodge to provide Church services on a regular basis – please refer to the monthly activity calendar.

Cultural Diversity

For residents from a non-English speaking background an interpreter service and regular contact with Ethnic social groups will be arranged by the Care Manager.

Village Facilities

All residents and their visitors are welcome to use the village swimming pool – we only request that you abide by the rules applicable to the use of the swimming pool. All children must be accompanied by an adult. Woodlands House is available for gatherings and special occasions (please contact our Regional Administration Office to make your booking for the use of Woodlands House).

Continuous Quality Management The Lodge is constantly seeking to improve the standard of care and service delivered to our residents. At the front entrance to the Lodge you will find the “Suggestion Box” and the relevant forms for residents and their families or carers to lodge any suggestions they would like to be considered. We welcome your suggestions. If you would prefer to discuss an idea please feel free to speak with the Care Manager at any time.

We conduct regular surveys and audits throughout the year and you may be asked to participate in these.



Leave Arrangements

All permanent residents in the Lodge may take temporary leave. This provision ensures that the resident’s place in the Lodge is retained until he or she returns. All residents are entitled to 52 days social leave per year – without the facility incurring any financial loss through payment of government subsidies. If you are going out at any time please inform the Care Manager or staff of your absence and your estimated time of return – this allays any concerns as to your health and safety.

Resident Meetings Residents are encouraged to participate in the Lodge’s smooth operation. Monthly residents meetings are held in the Lodge lounge room. These meetings allow residents and their families to discuss ideas and concerns with the Care Manager, staff, and also allow the Care Manager to keep the residents and/or resident’s representative advised as to the developments and changes that are going on within the Lodge and the complex. Resident’s families are welcome to attend the monthly meetings – refer to the Activity program displayed in the foyer and in the bi-monthly Woodlands Bulletin.

Dispute Resolution When living in any form of communal setting it is inevitable that disputes may arise. The Disputes Resolution Charter aims to provide residents and management with the means by which such disputes can be resolved in an easy, informal and inexpensive manner. The following chart indicates the steps you should take when attempting to have any disputes or problems you may have resolved.



Hostel Resident with complaint

See

Care Manager 49513700

If Resident unhappy with Outcome

of Discussions

See Regional Manager

(02) 4951 3583

If Resident unhappy with Outcome

of Discussions

See General Manager

(02) 9487 1338

Resident wishes to appeal decision

Advocacy Service

Phone: 1800700600

DISPUTE RESOLUTION

Aged Care Complaints Investigation Scheme Phone: 1800550552

STOPline (03) 9882 4550



Charter of Resident’s Rights and Responsibilities Each resident of a residential care service has the right: -

• To full and effective use of his or her personal, civil, legal and consumer rights. • To quality care appropriate to his or her needs • To full information about his or her own state of health and about available

treatments • To be treated with dignity and respect, and to live without exploitation, abuse or

neglect • To live without discrimination or victimisation, and without being obliged to feel

grateful to those providing his or her care and accommodation • To personal privacy • To live in a safe, secure and homelike environment, and to move freely both

within and outside the residential care service without undue restriction • To be treated and accepted as an individual, and to have his or her individual

preferences taken into account and treated with respect • To continue his or her cultural and religious practices and to keep the language

of his or her choice without discrimination • To select and maintain social and personal relationships with anyone else

without fear, criticism and restriction • To freedom of speech • To maintain his or her personal independence • To accept personal responsibility for his or her own actions and choices, even

though these may involve an element of risk, because the resident has the right to accept the risk and not to have the risk used as a ground for preventing or restricting his or her actions and choices

• To maintain control over, and to continue making decisions about personal aspects of his or her daily life, financial affairs and possessions

• To be involved in the activities, associations and friendships of his or her choice, both within and outside the residential care service

• To have access to services & activities available generally in the community. • To be consulted on, and to choose to have input into decisions about the living

arrangements of the residential care service • To have access to information about his or her rights, care, accommodation and

any other information that relates to the resident personally • To complain and to take action to resolve disputes • To have access to advocates and other avenues of redress • To be free from reprisal, or well-founded fear of reprisal, in any form for taking

action to enforce his or her rights



Each resident of a residential care service has the responsibility: -

• To respect the rights and needs of other people within the residential care service, and to respect the needs of the residential care service community as a whole

• To respect the rights of staff and the proprietor to work in an environment free from harassment

• To care for his or her own health and well-being, as far as he or she is capable

• To inform his or her medical practitioner, as far as he or she is able, about his or her relevant medical history and current state of health

Useful Sources of Information

Aged Care Information Line …………………………………….. 1800 500 853 Commonwealth Department of Health and Aged Care …………………………………………….. 1800 048 998 Centrelink – General Enquiries…………………………………. 132 300 Commonwealth Department of Veterans Affairs……………………………………………………. 133 254 The Aged-Care Rights Service………………………………….. 1800 700 600 Combined Pensioners’ and Superannuants’ Association of NSW – Information Line Service……………………………….. 1800 451 488 Department of Fair Trading Retirement Village Information Officer……………………….. 133 220 STOPline ……………………………………………………………. (03) 9882 4550



UPA POLICIES

(Excerpts Only)



MA/001 Accommodation Bond Refund Policy Subdivision 57-G of the Aged Care Act 1997 states that bonds must be refunded within 7 –days of departure if the resident moves to another Residential Aged Care Service, or on the day the resident leaves if they gave notice of their intention to move at least 7 days before departure. If a resident dies or otherwise leaves the service but does not move to another service, the bond balance must be refunded within 2 months of death or departure. If a refund is made after the due date for any reason, interest must be paid to the outgoing resident at a rate equal to that being earned on average by the UPA on its financial investments. NB: Refund amount less than $20,000 – Probate is not required if a written request accompanied by a copy of the last known Will are received, and a signed indemnity is provided (refer attached example) by the executor/s named in the will. Refund amount between $20,000 and $50,000 – Probate is not required if the conditions for less than $20,000 are satisfied, and the deceased’s family circumstances are well known to the relevant Manager. In particular that Manager should be reasonably comfortable that there is not likely to be any legal disputes among family members and that the gifts in the Will are reasonable in the circumstances of the deceased resident. Refund amount greater than $50,000 – Probate is always required, unless the refund is approved in writing by the General Manager. MA/002 Admission & Discharge Policy The Aged Care Act Principles indicate that a person is eligible to receive Residential Care only if the person is assessed as having a condition of frailty or disability requiring at least low level continuing personal care; and being incapable of living in the community without support; and meeting any other eligibility criteria for the level of care assessed for the person that are set out in the classification level applicable under the Classification Principles 1997. Assessment is carried out by the Aged Care Assessment Team (ACAT). Once this assessment has been carried out and the person is eligible as a care recipient the person can then approach the Low Care or High Care Service to see if that Service can provide the level of care that they need.

Liquid Morphine Only allowed if provided in Pharmacy pre-packed in individual measured doses

S8 Drugs Only to be used if capable of being packed in Blister

Paks, used as a patch or the requirements of liquid Morphine as above. The use of Syringe Drivers or Subcutaneous administration must be managed by a Registered Nurse.



Oxygen Acceptable for care if the person is on a regular dose. Acceptable for care if the person can self administer when on irregular doses. If unable to self administer when on irregular doses then they are unsuitable for care in UPA Low Care Services

IV Therapy Not to be used in UPA Low Care Services Insulin Must be able to self administer insulin, or obtain professional Dependent advice about the Resident’s condition/support required, ability of

staff to manage the Resident. Diabetics Examples of behaviors of concern are: aggression, Behaviors of screaming/shouting, nudity, inappropriate sexual behavior, Concern wandering, climbing, Psycho geriatric issues, alcoholism,

absconding, drug abuse Discharge Discharge may occur when the care requirements of an individual

are unable to be provided in line with the requirements of the Aged Care Act and Principles.

HR/002 Confidentiality & Privacy UPA recognizes that it holds a position of trust in obtaining and keeping personal and sensitive information. UPA will only collect information as and when it is required to provide a service or meet regulatory requirements. Any information that has been obtained will be treated in the strictest of confidence, and with respect to the right to privacy of each Resident/Client/Employee/Volunteer. We will maintain all personal information in a safe and secure place with access only by appropriate people. Any confidential information will be destroyed in a secure manner. Any staff/resident/client who wishes to access information held by UPA in respect of an individual is available to that individual. UPA will ensure that all personal and sensitive information and data collected will only be released to the following people;

• Resident/Client/Employee/Volunteer –this information will be released on request by the individual in relation to their own records. • Other health professionals – if the need arises and as required. • Family members or other persons designated as the person(s) responsible for the affairs of the Resident/Client/Staff members. • Statutory bodies as required – the person whose information is passed on will be informed.

Access to information can be gained by contacting the Regional/District Manager who will arrange access. OHS/001 Occupational Health & Safety The occupational health, safety and welfare of all persons employed within the organisation, residents and clients, those who volunteer, contractors and others visiting the



services, are considered to be of the utmost importance. Resources will be made available to comply with all relevant Acts and Regulations and to ensure that the workplace is safe and without risk to health. Residents and their families have rights within the service but they also have a responsibility to ensure that their actions do not put others at risk. OHS/007 Smoking In the interests of health and safety of staff, residents, clients and others UPA has adopted a non-smoking policy in the workplace principle CA/001 Care - Palliative Care (Added October 2005) We will facilitate holistic Care that may include:

• Pain Management • Loss and grief counseling • Spiritual/cultural needs • Support of resident/family/friends

We respect the Residents/Clients right to die with dignity and comfort through best available access to palliative care. Terminal care wishes will be documented for each Resident and information on palliative care services provided by the Service or those available externally will be made available to the resident/Client and/or family. Terminal care wishes may be documented on a Living Will if the resident or family so wishes. Details of palliative care wishes will be contained in Resident individual care plan.