GLENARM RESIDENTIAL AGED CARE INFORMATION BOOKLET. Phone: or

GLENARM RESIDENTIAL AGED CARE INFORMATION BOOKLET Phone: 5450 9278 or 54509280 5450 9280

TABLE OF CONTENTS SECTION PAGE Introduction 3 Vision and Values 3 Admission 4 Accommodation 5 Staffing 5 Amenities 6 Services 7-8 Complaints and Comments 9-10 External Complaints System 10 Bullying & Harassment 10 Advocacy 11-12 Rules of Occupancy & Rights and Responsibilities 13-15 Translating and Interpreting Service 16 Charter of Care 17-18 Confidentiality 19 Elder Abuse 20 Social Events 21 Residents and Relatives/Representatives Committee 22 Resident/Family Meetings, Emergency Procedures 22 Legalities/Witnessing Documents 23 Clothing 23-24 Security, Annual Report 25 My Aged Care Network 25 Contact Information 26 Infection Control 27 Hand Hygiene 28 Page 2 of 28

INTRODUCTION Welcome to Glenarm Glenarm is designed to meet the needs of the residents who, due to medical, physical, social or psychological problems, can no longer manage in the community. We offer excellent accommodation and individualized care by qualified staff. The aim of Glenarm is to provide individualized and personal care to enhance socialisation and to promote an atmosphere in which each resident may find enjoyment and satisfaction whilst living in such a congenial environment. Staff endeavour to provide a homelike environment that meets the individual needs of each resident. Vision VISION and VALUES STATEMENT Kerang District Health seeks to improve the health and wellbeing of the community. We Value Caring we will be person-centred, show compassion and empathy Accountability we will be transparent, trustworthy, and responsible for our actions Respect we will embrace and be considerate of the differences between all people Excellence we will be dedicated to every person, every time Page 3 of 28

ADMISSIONS Residents can only be admitted to Glenarm after completion of the Aged Care Assessment and delegation approval conducted by the Aged Care Assessment Service. This may be for respite care or full time nursing care. Residents in Glenarm are assessed as needing full time care. When admitted to Glenarm a resident is allocated a bed in a single room. As far as possible this remains their personal space whilst living in Glenarm. If it becomes necessary to change rooms this is done in consultation with residents and their family. Resident data base history is taken as soon as practicable after admission. If possible these interviews are organised with the Nursing Unit Manager on a resident free day. Residents are eligible for 52 leave days per year. There is unlimited hospital leave. Each new resident to Glenarm receives a copy of the Glenarm Booklet which includes the Residents Charter of Rights. The Residential agreement is also shown to residents and their family. Receiving of this booklet is noted on the initial history assessment. Residents and their families meet 6 monthly to review their care and discuss any matters they may have. They are encouraged to discuss all aspects of care with staff at any time. Residents and their families are directed to meet with Glenarm Administration Officer on arrival or as soon as practicable. Page 4 of 28

ACCOMMODATION We provide individual single rooms with ensuite. On some occasions, it is necessary for the resident to move from the room they were admitted to. This will be at the direction of the Nursing Unit Manager, following consultation with the resident and/or relative/representative prior to the move. Funding is provided in the main, by the Commonwealth Government, with a small amount coming from the State Government. Please make an appointment with the Kerang District Health Finance Officer to discuss all fees and charges. STAFFING Glenarm employs qualified and experienced nursing staff to ensure the residents individual care needs are met 24 hours a day. A Registered Nurse is rostered on duty 24 hours a day, to supervise the care given to the residents. Enrolled Nurses are also employed to provide quality care. An Activities Co-ordinator is employed five days per week to provide social stimulation within the residence. An Allied Health Assistant is employed to deliver strength and mobility exercise programs three days per week. Residents have the right to select a Doctor of their own choice. Doctors from Fitzroy Medical Clinic, Kerang Medical Clinic, and Gannawarra Family Clinic routinely visit Glenarm on a weekly basis. In addition, the nurse in-charge may request a medical review by the on call doctor. Resident s relatives or representatives are welcome to arrange an appointment with the doctor or Nurse Manager to discuss any issues arising. 24- hour medical access is available. Page 5 of 28

AMENITIES Glenarm has a communal lounge/dining area with a large screen television. In addition there are also quiet areas with televisions and computers that can be used by any resident. There are several outdoor areas including a BBQ area with pergola, court yard and seating. We encourage our residents to enjoy these areas. Glenarm residents have a community garden for all residents to plant flowers or vegetables. Activity staff assist residents in maintaining this area, and where possible the vegetables are used for meals or to make jams and pickles if we have an oversupply. Residents are welcome to bring in their own electrical appliances however; they must be logged, so that they are registered for checking. All equipment brought in must be clearly marked with the resident s name. Access to a telephone is available for residents, to make and receive phone calls. Arrangements to use the phone can be made through the nursing staff or the ward clerks at reception. Visitors are welcome at all hours. We encourage residents to go out with friends and family, and maintain community involvement. Leave is documented when a resident leaves the building and upon return, this enables the nursing staff to be fully informed of the where about s of all residents. Books and magazines are available for residents to read through the local library. Staff can assist residents in the borrowing of these books. Residents are encouraged to bring in personal items and memorabilia to help maintain their individuality and assist them to feel at home. For example, doona/bedspread, photos, trinkets etc. Page 6 of 28

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SERVICES Podiatry: A podiatrist is available to tend to residents podiatry needs. The Nursing Unit Manager will organise appointments as required. Hairdressing: A Hairdresser visits the facility once per week. There are a variety of services on offer. These include cutting, perming, coloring etc. Residents are welcome to make their own arrangements if preferred. If own arrangements are made the payment for this service is met by the resident. When the hairdresser is on leave a list of hairdressers may be accessed. Dental Care: Staff regularly assesses dental needs of residents. When necessary, the Nursing Unit Manager will make an appointment with the dentist/dental technician of the residents or representatives choice. Cost for this service is met by the resident/representative. Any breakages or loss of dentures is to be incurred by the resident/relative. Medication: On admission all tablets and medications are given to the Nursing Unit Manager. The Nursing Unit Manager ensures new prescriptions are obtained. Payment of the pharmacy account is the responsibility of the resident or representative. Sight & Hearing Services: The Nursing Unit Manager will make appointments when requested by the resident and /or relative/representative or if identified as necessary for the residents to have their sight or hearing tested. The cost for this service is met by the resident, or representative. External Health Services/Alternative Therapies: Access is available to health related services not provided by the facility, e.g. Specialist Chiropractic Services, Naturopathic Services etc. Requests can be made to the Nursing Unit Manager. Physiotherapy: Following admission, an assessment is performed by a qualified Physiotherapist. An individualized care plan is developed for the resident. The program is carried out by nursing staff and is reviewed regularly by staff and the Physiotherapist. Page 8 of 28

Clergy: Ministers of religion are available to visit residents when requested. Monthly church services are conducted on a roster system with the different denominations. Smoking: Kerang District Health has a NO smoking policy, including Glenarm. It is a condition of entry to Glenarm that you do not smoke. The Nursing Unit Manager is able to offer support if needed. Smoking in the building and grounds is not permitted. Meal Times: Glenarm has a rotating menu with a variety of meals offered. Special requests for menu changes are catered where possible. Morning and afternoon tea are served and snacks and drinks are available at any time. Supper is provided every evening. Newspapers: Papers and magazines can be ordered from the local newsagency and are delivered each morning. Payment of the account is the responsibility of the resident/or representative. Residents Monies/Valuables: Residents are encouraged to handle their own financial affairs for as long as they are able to. It is recommended money not be retained in the residents room, but locked in the safe in the main office. Glenarm has the ability to hold small amounts of money for the resident to enable residents to attend outings. Management advise residents not to bring valuables into the home. Management will not be responsible for loss of any such item. If personal items are lost or misplaced the Nursing Unit Manager should be notified immediately. Electoral Role: On admission residents wishing to remain on the electoral role must complete a change of address form. A mobile polling booth will visit, prior to elections. Postal votes can also be arranged on request. Activities Coordinator: A full time Activities Coordinator organises outings and events for residents. Programs such as card games, quizzes, sing-a-longs and other various activities are organised with all residents being given the opportunity to attend. Page 9 of 28

COMMENTS, COMPLAINTS & SUGGESTIONS Each resident (or his or her representative) and other interested parties have access to internal and external complaints mechanisms. These mechanisms will ensure that the resident (or his or her representative) is confident that their comments/complaints will be addressed without fear of reprisal. INTERNAL COMPLAINT SYSTEM Guideline A comment or complaint may be registered by the following process: Informal: In the first instance, any grievance, which a resident (or his or her representative) may have, will be dealt with by staff in the immediate area as soon as possible. Documentation of a resolved issue will be entered into the residents progress notes and the register kept at the Nurse desk. If this cannot be achieved then the resident (or his or her representative) will be encouraged and assisted to complete a Comment or Complaint Form (found at the nurses station). Formal: Once a comment or complaint form is completed it will be directed to the Nursing Unit Manager for resolution. Once resolved the Nursing Unit Manager, Director of Nursing or Chief Executive Officer shall inform the resident (or his or her representative) of the outcome. All Comment & Complaint forms received will be forwarded to the Chief Executive Officer and entered into the Comment and Complaint Register. Page 10 of 28

Individual Departments are encouraged to file a photocopy of all Comment & Complaint Forms relevant to their Department. All Comments and Complaints unable to be resolved by the Nursing Manager level will be forwarded to the Director of Nursing or Chief Executive Officer for resolution. EXTERNAL COMPLAINT SYSTEM Access is available to the Aged Care Complaints Scheme free of charge. Contact can be made by; Phone: 1800 550 552 Mail: Department of Health & Ageing, GPO Box 9848, Melbourne 3000 Information Brochures are available at the main entry BULLYING AND HARASSMENT All bullying and harassment complaints are to be treated confidentially, seriously and sympathetically. If bullying and harassment is found to have occurred, disciplinary action will be taken against the harasser. No person is to be penalized or disadvantaged as a result of raising concerns or complaints relating to bullying and harassment. Should residents experience any harassment, the Nursing Unit Manager should be notified immediately and the complaints procedure followed. Page 11 of 28

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RULES OF OCCUPANCY and RIGHTS & RESPONSIBILITIES The harmony of Glenarm depends largely upon the attitude of residents and as such, there is a requirement that residents acknowledge that rules of occupancy apply. The general control of the facility is in the hands of the Residential Aged Care Nursing Unit Manager or the person in charge at the time. They are responsible to the Director of Nursing. Residents are expected to comply with any reasonable request that may be made by the Nursing Unit Manager or person in charge; Residents must advise the Nursing Unit Manager or Nurse in Charge if they are going on leave or if they will be out for the day or will be away for a few hours, especially if they will be away for meals. The resident shall use his/her best endeavour to maintain their unit in a clean and tidy condition. Staff must have reasonable access to a resident s room to provide medical and personal care services to the resident, to view the condition of the room and to attend to matters of cleaning, maintenance, repairs and security. The resident shall not damage or make any alteration to his/her room. In the event that a resident makes alterations to his/her room without the written consent of the Board or causes damage, the resident will be required to pay the costs associated to repairing his/her room. Should a resident wish to make some alteration to his/her room, an application must be in writing to the Board. It is the responsibility of residents and their family to ensure that all residents clothing and personal items are clearly labelled with their name. The laundry staff can assist them with this. Page 14 of 28

For safety reasons personal heaters, fans and hot plates are not permitted. All electrical appliances must be checked and tagged by the Maintenance Officer on admission. Any new appliances must also be checked and tagged. Smoking inside Glenarm is not permitted in the interests of wellbeing and personal safety of other residents. We respect the right of residents to use alcohol if they wish. However, it must be recognised that any unacceptable behaviour resulting from the use of alcohol which affects other residents, staff and visitors will not be tolerated and may result in the request to abstain or seek alternative accommodation. Glenarm will not accept responsibility for the loss of money and personal items through theft, fire, accidental damage or misplacement. Residents are responsible for ensuring that their personal items are covered by their private insurance policy. Personal pets are only permitted to visit following consultation and approval by the Nursing Unit Manager. Collection of moneys for raffles, appeals or presentations is not allowed without the approval of Management. Gambling is not permitted within the residents room or any other area owned by the Kerang District Health. Private telephones are the responsibility of the resident. Residents are encouraged to attend the dining room for meals. Consideration to vary these arrangements will be given as necessary. It is essential that you read and understand the fire safety procedures which are displayed in your room. If you do not understand, please ask a staff member. Residents will be required to comply with an acceptable noise level when using television, radio or entertaining. Page 15 of 28

It is the responsibility of the resident and/or his/her family to ensure that the resident has appropriate cover for Accident & Emergency Transport. Although a staff member may assist a resident with transport arrangements, the cost of the transport is met by the resident. Visitors are welcome but must conform to the rules and any reasonable request given by the Nursing Unit Manager or the person in charge. Residents inviting family or friends to Glenarm do so on the understanding that Glenarm and its staff are not responsible for meeting their needs in providing food and beverages. Functions for residents and their families can be arranged with the Nursing Unit Manager and/or Head Chef at a negotiated cost. Page 16 of 28

Is English your Second Language? Although we are unable to translate this booklet into other languages, we will find an interpreter who can read it to you if you request it. We also have access to people in our community who may be able to help you. TRANSLATING AND INTERPRETING SERVICE (TIS) GENERAL ENQUIRIES 24 HOURS 131 450 Do you have any specific Cultural or Spiritual Need that we need to be aware of? Please let us know. We will try and accommodate people to the best of our ability. We need your input as to what is right for you. Page 17 of 28

CHARTER OF CARE RECIPIENTS RIGHTS AND RESPONSIBILITIES RESIDENTIAL CARE Aged Care Act 1997, Schedule 1 User Rights Principles 2014 1. Care recipients rights - residential care Each care recipient has the following rights: a) to full and effective use of his or her personal, civil, legal and consumer rights; b) to quality care appropriate to his or her needs; c) to full information about his or her own state of health and about available treatments; d) to be treated with dignity and respect, and to live without exploitation, abuse or neglect; e) to live without discrimination or victimisation, and without being obliged to feel grateful to those providing his or her care and accommodation; f) to personal privacy; g) to live in a safe, secure and homelike environment, and to move freely both within and outside the residential care service without undue restriction; h) to be treated and accepted as an individual, and to have his or her individual preferences taken into account and treated with respect; i) to continue his or her cultural and religious practices, and to keep the language of his or her choice, without discrimination; j) to select and maintain social and personal relationships with anyone else without fear, criticism or restriction; k) to freedom of speech; l) to maintain his or her personal independence; m) to accept personal responsibility for his or her own actions and choices, even though these may involve an element of risk, because the care recipient has the right to accept the risk and not Page 18 of 28

to have the risk used as a ground for preventing or restricting his or her actions and choices; n) to maintain control over, and to continue making decisions about, the personal aspects of his or her daily life, financial affairs and possessions; o) to be involved in the activities, associations and friendships of his or her choice, both within and outside the residential care service; p) to have access to services and activities available generally in the community; q) to be consulted on, and to choose to have input into, decisions about the living arrangements of the residential care service; r) to have access to information about his or her rights, care, accommodation and any other information that relates to the care recipient personally; s) to complain and to take action to resolve disputes; t) to have access to advocates and other avenues of redress; u) to be free from reprisal, or a well-founded fear of reprisal, in any form for taking action to enforce his or her rights. 2. Care recipients responsibilities - residential care Each care recipient has the following responsibilities: a) 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; b) to respect the rights of staff to work in an environment free from harassment; c) to care for his or her own health and well-being, as far as he or she is capable; d) 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. Page 19 of 28

CONFIDENTIALITY Our organisation is committed to respecting the privacy of your personal information. It is bound by a set of National Privacy Principles and Victorian Health Privacy Principles that establish the benchmark for how personal information should be handled. Kerang District Health/ Glenarm have embraced these principles as part of standard operating procedures. What this means is that all personal information that enters Glenarm is dealt with in a uniform manner and the highest regard is taken for maintaining its security at all times. Our organisation holds contact information about all residents including date of birth, next of kin, and medical records. It also holds some financial information. The main purpose for which our organisation holds this information is to process applications for residency, to assess the level of medical care appropriate to a residents needs, and to make decisions about the level of funding that a resident will be entitled to receive. Our organisation may from time to time, disclose some of this personal information to the Commonwealth Government and its agencies. This will be done in accordance with the provisions of the Aged Care Act or other relevant law, and will be done for the purpose of informing decisions about funding and medical care. If you are concerned that our organisation may have handled your personal information inappropriately, please contact our administration officer/medical records on Ph. (03) 5450 9200. All complaints are taken seriously and we will endeavour to deal with them promptly. In some cases it may require that you put your complaint in writing. Page 20 of 28

If you would like to know more about our privacy practices, including the right to request access to any personal information held by the organisation, please contact our medical records officer. It is the policy of our organisation that all requests for access be made in writing. We can then arrange for an information access form to be sent to you and can assist with any enquiry s you may have about the process. Our organisation will respond to all requests for access within 45 days, and in most cases, will be able to respond well before that time. ELDER ABUSE Compulsory Reporting Guideline for Aged Care Providers Amendments to the Aged Care Act 1997 (the Act) are designed to increase safeguards for residents of Aged Care homes. The Act requires approved Aged Care providers to report physical and sexual assault on a resident of an Australian Government subsidized Aged Care home. From 1 July 2007 Aged Care providers must have systems and protocols in place that enable compulsory reporting of such incidents. If the approved provider receives an allegation of, or starts to suspect on reasonable grounds that unreasonable use of force or unlawful sexual conduct on a resident has taken place, they must report the allegation or suspicion as soon as reasonably practicable and within 24 hours. They must also provide protections for staff who report abuse. Absconding residents who are reported to the Police must be reported to the Department of Health and Ageing Page 21 of 28

SOCIAL EVENTS An activity program is held during the weekdays, allowing residents to participate in the activities of their choice. Volunteers also assist with entertainment such as card games, quizzes, table games, music and singing, and attendance s at local events. Residents are encouraged to participate in activities of their choice. Special occasions e.g. Easter, Christmas etc, are recognized. Birthdays are celebrated with a birthday cake at afternoon tea, or other time at families request, and with the singing of Happy Birthday. Families are welcome to participate on these occasions. Page 22 of 28

RESIDENTS, FAMILY & FRIENDS FORUM The residents and relatives/representatives forum meets regularly to discuss matters relating to Glenarm. All residents and their representatives are welcome at these forums. Issues raised are reviewed and reported back to the next meeting. Newsletters are published regularly and residents and their representatives are welcome to make contributions. These may be left with the Nursing Unit Manager. RESIDENT/FAMILY MEETINGS Letters are sent out and a suitable time arranged to meet with relatives six monthly to discuss all areas of the residents care. Family and friends are encouraged to contact staff at anytime if they wish to discuss any matters of concern. EMERGENCY PROCEDURES Glenarm ensures each resident s safety is paramount. All Residential Care Services are fitted with modern fire and smoke detector equipment, along with a sprinkler system, which is connected to the local fire brigade. Staff are continually educated regarding emergency situations. They will give direction to residents in the event of fire/emergencies. Residents are also educated by the Safety Officer, at resident meetings. Page 23 of 28

LEGALITIES/WITNESSING DOCUMENTS Residents are encouraged to ensure, if they have not already done so, their legal affairs are in order. It is important to notify Management of details regarding all Powers of Attorney (Financial and Medical), Enduring Powers of Attorney, and Enduring Guardianships. CLOTHING The following is a suggested list of clothing. The list is to assist residents and family members when preparing for admission. Some items listed may be in complete contrast to the residents normal dress style and code, and if this is a concern, residents and/or relatives/representatives are encouraged to discuss this with the Nursing Unit Manager. All clothing should be clearly labelled or labelling can be arranged by the staff. Personal laundry is attended to by domestic staff at Glenarm. Following the residents departure from the residential facility, it is expected that relatives/representatives will collect any belongings from Glenarm within a time frame suitable with the family and the Nursing Unit Manager. - Items that require hand washing are also attended by domestic staff e.g. woollens. - Relatives may attend to their resident s laundry if desired. - No responsibility will be taken for shrinkage or colour fading etc, if laundry is done by facility. - Please be aware hot dryers are used and clothes may shrink. - Ironing is available upon request. Page 24 of 28

SUGGESTED CLOTHING Suggested Female Clothing List 6 8 Loose fitting dresses (to allow for movement of limbs) 4 Washable Cardigans, Jackets or Jumpers (not woollen) 1 Washable dressing gown (summer/winter) 6 Nightgowns (loose fitting interlock material) 8 Cotton firm fitting underpants 6 Singlets or Bras 6 Petticoats (if normally worn) 2 Pair slippers 1 Pair shoes (preferably flat comfortable walking shoes) 4 Tracksuit pants and tops for winter. Hankies Hat or coat for outdoors Suggested Male Clothing List 6 Sets of clothes (shirts, pants), tracksuit pants preferred 6 Pair pyjamas 8 Firm fitting underpants 8 Pairs socks 6 Cotton singlets 2 Pair slippers 1 Pair walking shoes 1 Dressing gown Hankies Hat and coat for outdoors Also needed are: brush and comb electric shaver (if used normally) Glenarm supplies basic toiletry needs. Additional personal items may also be brought to Glenarm. Page 25 of 28

SECURITY For Security reasons Glenarm is fitted with coded doors and fob release doors. This ensures a safe, secure environment for the residents. There is also a secure outdoor area. Swan Hill Security visit regularly each night to ensure all external doors are secure. ANNUAL REPORT A copy of this report can be made available on request. Please notify the Nursing Unit Manager. MY AGED CARE Glenarm is featured on the My Aged Care website. This provides Australia with the most comprehensive and informative on-line resources to assist aged care seekers in locating the facility best suited to your needs. Contact: www.myagedcare.gov.au or if you do not have access to the internet you may phone on: TOLLFREE: 1800 200422. Page 26 of 28

CONTACT INFORMATION: Nursing Unit Manager: Melissa Hunter Glenarm is located at 13 Burgoyne Street, Kerang Vic 3579. Postal Address is PO Box 179, Kerang Vic 3579 Phone contact is available 24 hours a day, 7 days a week. Direct phone numbers to Glenarm are 5450 9278 or 5450 9280. Email: glenarm@kerhosp.vic.gov.au We thank you for your time taken to read this information and encourage you and family members to inspect Glenarm and seek further information where needed. We are confident that your stay with us will be an enjoyable experience. Page 27 of 28

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