RESIDENT POLICY MANUAL TABLE OF CONTENTS MISSION STATEMENT... 5 RESIDENT LIFE, HEALTH AND WELLNESS PHILOSOPHY STATEMENT... 5

RESIDENT POLICY MANUAL TABLE OF CONTENTS MISSION STATEMENT... 5 RESIDENT LIFE, HEALTH AND WELLNESS PHILOSOPHY STATEMENT... 5 CODE OF PROFESSIONAL ETHICS... 7 ACCREDITATION... 10 ADDRESS... 10 ADMINISTRATION... 10 ADMISSION POLICY... 10 ADVANCE DIRECTIVES... 11 BANKING SERVICES... 11 BOARD OF DIRECTORS... 11 BUSINESS OFFICE... 12 CARPORTS AND UNDERGROUND PARKING... 12 COFFEE SHOP... 18 COMMITTEES... 12 COMMUNICATIONS... 14 COMPLAINT PROCEDURES... 15 COMPUTER USE... 17 COPYING AND TYPING... 17 SERVICES... 17 DENTAL SERVICES... 17 DISCLOSURE STATEMENT... 18 DONATIONS, MEMORIALS, AND THE FOUNDATION... 18 GOALS AND OBJECTIVES AND THE ORGANIZATIONAL CHART... 18 GOING AWAY... 18 GUEST ROOMS... 19 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA)... 19 HEALTH INSURANCE AND LONG TERM CARE INSURANCE... 19 INSURANCE AND PERSONAL PROPERTY... 20 KEYS TO APARTMENTS/HOMES... 20 LICENSURE... 20 LOUNGES... 20 MAIL... 21 MARKETING DIRECTOR... 21 MASSAGE THERAPIST... 21 MEDICAID... 22 MEDICARE... 22 MEDICAL DIRECTOR... 22 MEDICAL EDUCATION PROGRAM... 22 MONTHLY STATEMENTS AND COLLECTION POLICY... 22 NEWSPAPERS... 24 NOTARY PUBLIC... 24 OPTOMETRIST... 24 PODIATRIST... 24 RESIDENT FUNDS... 24 SHOPPING SERVICE... 25 TAX INFORMATION... 25 TELEPHONES... 26 TELEVISION... 26 1

THERAPY SERVICES... 26 VISITORS... 26 VOTING... 27 WOOD SHOP... 27 POLICIES OF THE COMMUNITY... 28 HEALTH CENTER TRANSFER... 28 PRIVATE ROOMS... 28 IN-HOUSE MOVES... 28 HEALTH CENTER BED HOLD POLICY... 28 RESIDENT ASSESSMENT... 29 Retirement Center... 29 Health Center... 30 PET POLICY... 32 RESIDENT GIFTS OR SALES TO EMPLOYEES... 32 TIPPING POLICY... 32 EMPLOYEES WORKING PRIVATELY FOR RESIDENTS... 32 FOR YOUR PROTECTION... 33 CREDIT CARDS AND MONEY... 33 FIRE AND TORNADO SAFETY... 33 ELECTRIC HEATERS... 33 ELECTRICAL ITEMS... 33 ELECTRICAL OUTLETS... 33 SAFETY INSPECTIONS... 33 SMOKE DETECTORS... 34 SMOKING... 34 FOOD SERVICE DEPARTMENT... 35 CATERING AND PRIVATE PARTIES... 35 CHILDREN S MEALS... 35 COMMENT CARDS... 35 FOOD TAKEN TO APARTMENTS... 35 FOOD GIFTS FOR HEALTH CENTER RESIDENTS... 35 GUEST MEALS... 36 GUEST SEATING... 36 ICE... 36 MEAL CHARGES... 36 MEAL TIMES... 36 NEW RESIDENTS... 37 OPTIONAL MEALS FOR RESIDENTS... 37 PRIVATE DINING ROOMS RETIREMENT CENTER... 37 SNACK CART AND NOURISHMENTS... 38 SPECIAL DIETS... 38 RAW OR UNDERCOOKED FOODS... 38 ROOM SERVICE... 38 SUPPLEMENTS... 39 HOUSEKEEPING AND LAUNDRY DEPARTMENT... 40 HOUSEKEEPING SERVICES IN THE RETIREMENT CENTER... 40 HOUSEKEEPING SERVICES AT CHAPMAN S CROSSING... 41 HOUSEKEEPING SERVICES IN THE HEALTH CENTER... 41 LAUNDRY SERVICES IN THE RETIREMENT CENTER... 41 LAUNDRY SERVICES IN THE HEALTH CENTER... 41 DRY CLEANING... 42 GARBAGE/TRASH PICK-UP... 42 RECYCLING... 42 MAINTENANCE DEPARTMENT... 44 2

EMERGENCY SERVICES... 44 TEMPERATURE CONTROL... 44 Heating... 44 Air Conditioning... 45 PERSONAL ITEMS REPAIR... 45 SECURITY... 45 NURSING DEPARTMENT... 47 ASSISTED LIVING SERVICES... 47 COMPANION CARE AND PRIVATE DUTY NURSING... 48 DOCTORS' APPOINTMENTS IN RETIREMENT CENTER... 48 EMERGENCY CALL SYSTEM... 49 HOSPICE SERVICES... 49 ILLNESS... 49 IMMUNIZATIONS... 49 MANTOUX AND CHEST X-RAY... 50 MEDICATIONS... 50 OXYGEN... 51 PHYSICALS... 51 WHEELCHAIRS... 51 ELECTRIC WHEELCHAIRS AND CARTS... 52 RESIDENT SERVICES DEPARTMENT... 54 ACTIVITIES PROGRAM... 54 Retirement Center Activities and Social Events... 54 Health Center Activities and Social Events... 54 BARBER AND BEAUTY SHOP... 55 CHAPLAINCY SERVICES... 55 FITNESS CENTER/WELLNESS PROGRAM... 56 GRIEF AND LOSS COUNSELING... 56 HEALTH CENTER DAY CARE... 56 KROUSE MEMORIAL PARK... 56 LIBRARY... 57 PRE-ADMISSION SCREENING... 57 PUBLICATIONS... 57 RESIDENT COUNCIL RETIREMENT CENTER BYLAWS... 57 RESIDENT COUNCIL - HEALTH CENTER... 61 VOLUNTEERS... 63 RESIDENT RIGHTS... 66 FIRE PLAN... 97 TORNADO DISASTER PLAN... 100 KEY CONTACTS... 106 Revised December 2015 3

RESIDENT POLICY MANUAL WELCOME TO THE TOWNE HOUSE... The Towne House Retirement Community is one of three continuing care retirement communities owned and operated by BHI Senior Living Communities, Inc. The other two are Hoosier Village Retirement Center in Zionsville, Indiana, and Four Seasons Retirement Center in Columbus, Indiana. The Towne House began its operation in Fort Wayne in August of 1965 with the opening of 104 apartments in the central building. In October, 1972, a 36 apartment high-rise was opened. In December of 1984, a 60 bed health center was built. Additional beds were added to the health center in September of 1986, bringing the total to 84 beds. Over the years, many of the smaller apartments in the retirement center were consolidated into larger ones. A 24 apartment addition to the high rise was completed in 1995. In 1999, an 8 bed addition to the health center was opened with new common areas, including a new rehabilitation center. In 2002, a major addition with 36 new apartments, underground parking for 60 vehicles, and a new main entrance was completed. In 2007, Chapman s Crossing was completed. This development which consists of twelve independent living duplex homes is located on the east side of the campus. In 2010, 16 rooms on the west wing of the health and rehabilitation center were converted into private rehabilitation rooms reducing the total number of beds to 76. In December 2014, The Towne Square Memory Care Center opened. This unique memory care center has 18 individual private suites attached to the health and rehabilitation center. Today, there are 150 apartments in the retirement center, 76 beds in the health and rehabilitation center, 18 private suites in the Towne Square Memory Care Center, and 12 homes at Chapman s Crossing. Approximately 240 residents are served in various levels of care on our 30 acre campus. A new 34 apartment building with new dining space is currently under construction and will be completed in 2016. 4

MISSION STATEMENT The mission of the Towne House Retirement Community is to enhance the quality of life for older adults within a secure environment which supports their needs, values, interests, and independence while encouraging personal and spiritual development. RESIDENT LIFE, HEALTH AND WELLNESS PHILOSOPHY STATEMENT The Towne House Retirement Community is a not-for-profit, faith based, mission driven organization dedicated to enhancing the life of each resident: The mission of the Towne House Retirement Community is to enhance the quality of life for older adults within a secure environment which supports their needs, values, interests, and independence while encouraging personal and spiritual development. Our goal is to help each resident find satisfaction, dignity, and purpose in daily living within the scope of his/her capabilities and wishes and in accordance with the advice and orders of his/her physician. To achieve this goal, we offer supportive services, wellness programming, nursing care, rehabilitative therapies, spiritual and psycho-social counseling, and therapeutic and recreational activities, and a variety of recreational opportunities. This Resident Life, Health and Wellness Philosophy Statement describes the foundation of basic beliefs which govern our delivery of health care and our interactions with residents (or, when appropriate, their surrogate decision-makers). The Towne House promotes and encourages wellness programming and preventative health care, while providing comprehensive supportive services and excellent geriatric health care whenever needed at all levels of the continuum. We recognize the delivery of long-term care as a vital part of our mission, providing us an opportunity to meet the physical, spiritual, psychological, and social needs of our residents. We encourage maximum independence, while providing the support necessary to keep each resident functioning at his/her highest level and with the greatest possible degree of autonomy. The Towne House recognizes cultural differences, and encourages flexible, individualized, holistic services for the residents. The Towne House residents have the right to make individual choices and decisions regarding the health care they receive, provided their decisions do not conflict with established regulations, policies, or procedures or does not violate 5

the rights of other residents. All residents are given information regarding advance directives, and The Towne House is committed to honoring any advance directive executed by the residents of our community. The Towne House's health care professionals will provide each resident with clear and open communication regarding the status of the resident's health, and will provide the information and education necessary for the resident to make informed decisions regarding health care. Strict confidentiality with regard to medical records and private conversations will be maintained at all times. Transfers between levels of care are made when necessitated by changes in a resident's health status or abilities, and only after consultation between the resident and the multi-disciplinary health care team. The purpose of the joint decision-making process is to make the best determination for the resident under the given circumstances. The Towne House strives to maintain the highest possible quality of life for each resident throughout the community. The Towne House will use prescription medications and treatments only when appropriate in the judgment of the resident's physician and in consultation with the resident. Any use of medications will be monitored for effectiveness, adverse effects, and possible interaction with other medications. Chemical or physical restraints will not be used, and Towne House's commitment to maximizing dignity and purpose in the resident's life will not be compromised by the need for restraints. Cognitively impaired residents will be treated with respect in the least restrictive environment possible. Independence and autonomy will be encouraged by creating an environment which provides safety while fostering continued functional ability. A resident who experiences emotional or mental distress will be supported and treated with respect, and Towne House will assist in arranging appropriate treatment if we cannot effectively meet the needs of the resident. Terminally ill residents will be provided with sensitive supportive care in accordance with the resident's wishes. Such residents will receive care which addresses their spiritual, emotional, and social needs as well as their physical condition. The Towne House staff maintains the highest standards of professional practice in each of the disciplines involved in the delivery of health care. Our Resident Life, Health and Wellness Philosophy recognize our residents as partners in the wellness and health care delivery system. As partners, we will treat each resident as we would wish to be treated, with respect and sensitivity. We will take appropriate measures to ensure the residents are fully informed about the status of their health and are consulted whenever possible before health care decisions are made or treatments are initiated. Our goal is excellence in every facet of care, so that every resident of The Towne House can enjoy the 6

highest possible quality of life, with dignity and purpose, in a Christian environment. CODE OF PROFESSIONAL ETHICS The Towne House Retirement Community is a not-for-profit, faith-based, mission driven organization dedicated to enhancing the life of each resident: The mission of The Towne House Retirement Community is to enhance the quality of life for older adults within a secure environment which supports their needs, values, interests, and independence while encouraging personal and spiritual development. With the mission statement as the organization s focal point for purpose and function, the Code of Professional Ethics Statement (code of ethics) of The Towne House serves as the framework of ethical values. The Towne House acknowledges that at the heart of its mission statement and code of ethics are core values which provide the foundation for ethical reflection and daily decision making. Core Values Respect Valuing the worth, dignity, and diversity of each individual. Compassion Sensitivity to the needs and rights of all persons. Integrity Maintaining the highest standards of trust and honesty. Personal Development A commitment to lifelong learning and personal growth. Customer Satisfaction Providing quality service that exceeds expectations. Advocacy Speaking and acting on behalf of others. Stewardship Using human, environmental and financial resources wisely. Professional Responsibilities & Ethics 7

Founded in the context of the moral values of its Christian heritage, The Towne House reveres the highest standards of professional practice in all facets of the organization s efforts to provide each resident with a quality lifestyle with dignity and purpose, a secure and comfortable environment, and a comprehensive array of services, including health care. The goal of The Towne House is excellence within a framework of ethics. Respect for Resident Choice The Towne House respects the rights of each resident to make daily living and health care choices, providing those choices are consistent with applicable laws and regulations and the rights and privileges of other residents, staff, and visitors. It is the obligation of the organization to provide residents with choices to promote independence and autonomy whenever possible. The Towne House honors the residents wishes, choices, and ethical decisions regarding end of life decisions. The Towne House accepts its responsibility to help educate residents, their families, and/or their guardians about advance directives without influencing their decisions. Choices concerning life sustaining treatments are reviewed annually with the resident and/or responsible party at all levels of the retirement community. If a resident and/or responsible party chooses not to comply with a physician s advice or orders, the staff of The Towne House will fully explain the consequences to the resident, family members, and/or guardian and notify the physician of the resident s decision. Truth in Marketing The Towne House believes that ethical marketing and sales practices are an essential component of a mission driven, not-for-profit organization. Specifically, The Towne House shall advocate truth and clarity in advertising, adhere to the advertising guidelines of the Fair Housing Authority, require full disclosure to perspective residents, and encourage potential residents to involve their family members, personal accountant, and/or attorney in the review of disclosure documents such as contracts and financial statements. Fair Employment Practices The Towne House recognizes the value of each employee in fulfillment of the mission and is committed to treat all employees with respect and dignity. It is and shall be the continuing policy of The Towne House to actively recruit, hire, and promote qualified employees without regard to the age, race, religion, color, sex, national origin, ancestry, or disability of the individual. This policy of nondiscrimination shall encompass all aspects of the employer-employee 8

relationship including hiring, job assignments, upgrading, promotions, transfers, selection for training, rates of pay, employee benefits, performance evaluations, and all other aspects of employment. Further, The Towne House will administer personnel policies, pay increases, and all other employment benefits in a fair and consistent manner. Confidentiality The Towne House upholds its obligation to safeguard confidentiality throughout the organization. The staff of The Towne House will conduct all activities with honesty, integrity, respect, and fairness. The Towne House is committed to developing and sustaining appropriate policies and procedures to safeguard the confidentiality and privacy of all residents and staff. The use and/or disclosure of confidential information, (such as, but not limited to, personal health information and financial information), regarding a resident or employee of The Towne House must be limited to the proper conduct of The Towne House s business and/or the minimum amount necessary to perform a specific function. Compliance The Towne House will comply with all relevant state and federal laws and regulations including, but not limited to, those which apply to Indiana State Department of Health surveys, Medicare/Medicaid reimbursement practices, the Health Insurance Portability and Accountability Act of 1996 (HIPAA), equal employment, fair housing, environment protection, resident rights and confidentiality, anti-trust, copyright protection, and taxes/levies. The corporation s financial practices and records will be maintained in accordance with Generally Accepted Accounting Principles (GAAP) and in compliance with established finance and accounting procedures. The Towne House encourages employees to report, in good faith, any possible violations of the Code of Professional Ethics to his/her immediate supervisor, the executive director, or the compliance officer, by way of the compliance hotline, without fear of retribution. The Towne House is committed to upholding this basic code of ethics. It is the responsibility of management staff to communicate this code of ethics to all residents and employees of The Towne House. 9

GENERAL INFORMATION Accreditation The Towne House is the only retirement community in the Fort Wayne area to have earned national accreditation by the CARF-Continuing Care Accreditation Commission (CCAC). Accreditation by the CARF-CCAC indicates the community meets the stringent standards of excellence set forth by the commission. The commission is the only nationally recognized accrediting organization for retirement communities. Address Use on all correspondence if you live in an apartment or in the health and rehabilitation center: Your Name 2209 St. Joe Center Road, Apt. # Fort Wayne, IN 46825 Please use your apartment number on all correspondence. If you live in Chapman s Crossing, each home has a specific address on Chapman s Trail. Administration The executive director is responsible for the overall operations of the retirement community. The executive director's office is located in the annex area between the health and rehabilitation center and the retirement center. His office is open from 9:00 a.m. to 5:00 p.m. Monday through Friday. Special appointments can be made for evenings and weekends. The health services director is responsible for many of the health and rehabilitation center operations including nursing, dietary, and resident services departments. The health services director s office is located on the east wing of the health and rehabilitation center near the entrance to the Towne Square. The health services director s schedule varies; therefore appointments should be made directly with her. Admission Policy Admission to The Towne House will be based on the need for the type of care and services provided; the environment most appropriate for the resident; 10

and the availability of accommodations. The Towne House insists that each resident receive the best possible care and services for the least possible cost in the most ethical manner, regardless of race, color, creed, national origin, religion, sex, handicap or age. The charges are just and uniform and are reviewed at regular intervals by the governing board of the community. Advance Directives Living wills, health care representative forms, and similar documents are commonly referred to as advance directives. Generally speaking, these documents allow you to state in advance your preferences for care which you might need in the future. Information pertaining to advance directives is available through the executive director, the administrator, the marketing director, and the social services director. All new residents are presented with advance directives information during the admission process. Audiology Services Audiology services are available on a monthly basis. Two local companies provide screenings and services. There are additional charges for these services from the providers. Sign up sheets are available in The Towne Hall. Banking Services One of the business office staff members makes routine trips to the local bank that is used by The Towne House. Checks in small amounts may be sent to be cashed. You must count and sign for the cash when you receive it. Staff members cannot be responsible for any other personal banking. Regular shopping trips are scheduled to shopping centers and malls where banks are located. Board of Directors The board of directors of BHI Senior Living Communities, Inc., is made up of 12 to 14 persons with a variety of professional backgrounds. The board meets quarterly and holds its annual meeting at one of the retirement communities sites on a rotating basis. The president/ceo and vice president/cfo of BHI are members of the board of directors. They oversee the operations of the three retirement communities (The Towne House, Hoosier Village, and Four Seasons), and other aspects of BHI Senior Living Communities. A current list of names of board members is available from the 11

executive director. Business Office The business office is located in the annex area between the retirement center and the health and rehabilitation center. The billing specialist is in charge of all billing and other business matters. Appointments can be made directly with the billing specialist if there are questions regarding bills or other accounts. Carports and Underground Parking There are 48 carports available to residents with automobiles. The carports are located to the northwest of the building. Underground parking is also available under the main building for approximately 60 resident vehicles. There is a monthly charge for carports and underground parking. Assignment of parking spaces is coordinated by the billing specialist. Colonial Theater Enjoy a movie matinee or a special video in the Colonial Theater. The Colonial is located on the second floor of the Retirement Center next to the Ewing Lounge. This theater has been designed to enhance your viewing and listening pleasures. Popcorn is regularly served. Check the calendar for viewing times. Committees Several committees have been established by The Towne House for the well-being and safety of our residents. The following meet on a regular basis. Resident Assessment Committee - Meets weekly. Members include: health services director, chaplain, assisted living coordinator, food service director, executive housekeeper, dining room manager, wellness director, and program director. The medical status and care level of each retirement center resident is reviewed upon admission and four times a year and additional times if there are significant changes in the resident s health. When appropriate, the committee recommends level of care changes and other necessary medical interventions for residents. Individualized service plans are developed for each resident based upon their needs. Service plans are reviewed and signed by each member of the committee and the resident or responsible party. 12

Towne Square Resident Assessment Committee - Meets weekly. Members include: health services director, chaplain, resident enrichment director, food service director, and wellness director. The medical status and care level of each Towne Square resident is reviewed upon admission and four times a year and additional times if there are significant changes in the resident s health. When appropriate, the committee recommends level of care changes and other necessary medical interventions for residents. Individualized service plans are developed for each resident based upon their needs. Service plans are reviewed and signed by each member of the committee and the resident or responsible party. Risk Management Committee - Meets quarterly. Members include: executive director, health services director, human resources director, environmental services director, and corporate compliance officer. The responsibilities of this committee include monitoring and providing support to the Safety, Personnel Management, and Quality Assurance committees. Others duties include reviewing barrier and accessibility reports. Quality Assurance Committee - Meets quarterly. Members include: executive director, health services director, environmental services director, billing specialist, food service director, executive housekeeper, program director, wellness director, in-service director, and maintenance supervisor, human resources director, medical director, consulting pharmacist, corporate compliance officer, and a resident council representative. The committee reviews issues with respect to which quality assessment and assurance activities are necessary. The committee develops and implements appropriate plans of action to correct any identified quality deficiencies. HIPAA compliance and regulatory agency survey reports are also reviewed. Infection control and facility policies are also reviewed. Personnel Management Committee - Meets quarterly. Members include: human resources director, executive director, health services director, food services director, environmental services director, wellness director, corporate compliance officer, and medical director. The committee reviews employee hiring and disciplinary processes. In addition, the committee reviews employee incident reports, workman s compensation claims, employee safety issues, and educational programs. 13

Safety Committee - Meets quarterly. Members include: executive director, health services director, food services director, environmental services director, executive housekeeper, maintenance group leader, wellness director, corporate compliance officer, human resources director, and a resident council representative. The committee is responsible for reviewing building inspection records and security issues, vehicle safety issues, and OSHA compliance. It is also responsible for reviewing fire safety/ emergency drill records and disaster preparedness policies. Resident Care Planning Committee - Meets weekly. Members include: resident MDS assessment coordinator, health and rehabilitation center program director, social services director, charge nurse, therapists, and health and rehabilitation center dietary manager. The medical status of each health center resident is assessed and reviewed within 14 days of admission and quarterly thereafter. The resident s problems and needs are addressed in resident care plan conferences. During each conference, goals and approaches are determined to formulate the most effective plan of care for the resident. Residents and family members are encouraged to participate in care planning conferences. Their input is very valuable and enhances the staff s abilities to provide quality care. The staff is interested in learning the families' expectations so that they may strive to meet them. Communications Effective communication, verbal and written, is the key to success in the operation of any retirement community. The Towne House prides itself on providing many ways for residents to communicate with administration, employees, and each other. They include: Good Mornings - These written updates of daily activities are available on dining room tables daily. Department Head Availability - All are readily accessible. Executive Director The executive director is available for appointments at any time. E-Mail - A directory of e-mail addresses for management staff is available 14

at the reception desk. Resident Council - The council meets monthly on the first Monday of the month in the retirement center and on the third Monday in the health and rehabilitation center. Television Channel 92 - Channel 92 is a closed-circuit station for The Towne House. It features daily activities, menus, special events and movies. The Towne Crier - This is a newsletter which is published once a month. Wing Meetings - Residents in the South Building, the East/ West Building, Chapman s Crossing and the high rise meet with the executive director on the third Monday of the month on a rotating monthly basis to discuss events concerning The Towne House. Complaint Procedures If you have a concern about services with which you are not satisfied, please feel free to contact the department manager that is responsible for that service. You may also contact the executive director and/or administrator regarding problems with services or if your problem has not been resolved to your satisfaction. A resident, including his/her representative, family member, visitor, or advocate, has the right, and is encouraged, to file a verbal or written complaint and/or grievance concerning mistreatment, abuse, neglect, harassment, medical care, inappropriate behavior of other residents or staff members, theft of property, safety concerns, or other issues without fear of threat, discrimination, reprisal, or disruption of services. Please follow the procedures outlined below when filing a written grievance or complaint: 1. If someone is in immediate danger, promptly inform the nearest charge nurse or other responsible staff member to initiate protective measures. 2. If the situation is not placing a resident in immediate danger, obtain a Resident Grievance/Complaint Form from the nurse s station, mail rooms, the receptionist desk, or other designated area. 3. Answer all the questions on the form, as applicable. Be sure that all the information provided is accurate. 4. Sign and date the form. 15

5. Give the completed report form to the health services director, executive director, or other designated person. You may also mail the form directly to the BHI Senior Living Communities office in a pre-addressed envelope available from the nursing station, reception desk, or mail rooms. If you wish, a staff member can assist in completing the form. Within five working days of the completion of the Resident Grievance/Complaint Form, you will receive an oral summary of the results of the investigation. (Note: complaints of abuse, harassment, or mistreatment will be immediately investigated and you will receive an oral report of the findings within 5 working days of the filing of the report). Should you disagree with the findings, recommendations, or actions taken, you may meet with the executive director and/or administrator or you may file a complaint with any of the advocacy agencies below. It is the policy of this facility to assist you in filing a grievance or complaint. Should you feel that our staff has not assisted you in this matter, or you feel that you are being discriminated against for taking such steps, you are encouraged to report such incidents to the executive director and/or administrator at once. If you wish to report confidentially or anonymously, or, if you feel your initial report did not result in satisfactory resolution, you may call: Compliance Hotline at BHI Senior Living Communities, Inc. 1-800-844-3371 You also have the right to contact the Indiana State Department of Health or any other advocacy agencies. Below is a listing of agencies that may be contacted regarding a question or concern. Indiana State Department of Health - Long Term Care (317) 233-7442 2 North Meridian Street Indianapolis, IN 46204 Family and Social Services - Aging Services (317) 232-7020 Indiana Government Center South 402 West Washington Indianapolis, IN 46204 Adult Protective Service (800) 992-6978 Mental Health Association in Allen County (260) 422-6441 2927 Lake Ave. 16

Fort Wayne, IN 46805 Nursing Home Ombudsman (866)-523-5362 Protection and Advocacy Services Commission 850 N. Meridian Street Indianapolis, IN 46204 Long Term Care Ombudsman Program of N.E Indiana (866) 523-5362 1832 East Paulding Road Fort Wayne, IN 46816 Aging and In-Home Services of Northeast Indiana, Inc. (260) 745-1200 2927 Lake Ave. (800) 552-3662 Fort Wayne, IN 46805 FAX (260) 456-1066 Lindenview Counseling Services (260) 422-9077 2001 Reed Road Fort Wayne IN 46835 Park Center Inc. (260) 481-2700 909 E. State Boulevard (800) 552-0985 Fort Wayne, IN 46803 Computer Use Public computer workstations are located in the Library of the retirement center and in the Great Room in the health and rehabilitation center. They are available for resident use, such as personal e-mail, word processing, internet research, etc. Private instruction is available. Copying and Typing Services The receptionist will make copies for you during regular business hours. A nominal per page charge is assessed. Typing services can be provided through the business office. An hourly charge is assessed. Dental Services The Towne House has an agreement with a local dentist to provide emergency and routine dental services. The dentist makes monthly visits to the community. If a resident has a dentist, it is important that the dentist s name is noted in the resident s medical record. Please contact the health services director if you are interested in these services or have questions. 17

Disclosure Statement Each year in May, residents and prospective residents are provided disclosure statements which include updated financial information and other pertinent information regarding The Towne House and BHI Senior Living Communities, Inc. These are available through the executive director and marketing and sales directors. Donations, Memorials, and the Foundation BHI Senior Living Communities, Inc., d.b.a. The Towne House Retirement Community is a 501(c) (3) organization and can accept charitable gifts. Donations by residents to The Towne House are tax deductible. Baptist Homes of Indiana Foundation, Inc. was established in 1986. The foundation was formed to support the continuation of the BHI Senior Living Community s mission through charitable gifts. The Towne House has also been the beneficiary of memorial gifts over the years. Memorial gifts have been used to landscape the grounds, provide equipment, and provide funds for many different projects. For more information concerning planned giving and the foundation, contact the executive director or marketing director. Ewing Lounge Stop by for a cup of coffee and some freshly baked cookies on the second floor of the retirement center near the Colonial Theater. You can join other residents and guests in a friendly visit. In the lounge, you will find such things as cards, snacks, toiletries, and other miscellaneous items. It is open daily from 8 a. to 10 a.m. and from 2 p.m. to 4 p.m., and there is always a resident or volunteer there to assist you. Goals and Objectives and the Organizational Chart Residents and prospective residents have access to an organizational chart and annual goals and objectives of the community. This information can be obtained at the reception desk in the front lobby of the retirement center or the health and rehabilitation center. Going Away Residents in the retirement center and at Chapman s Crossing should notify staff when they will be gone for extended times. This can be accomplished by dialing extension 4000 and leaving a message with the receptionist as to when you will be leaving and when you plan to return. When you return, please 18

notify staff in the same manner. In the health and rehabilitation center and memory care center, residents may participate in outings of their choice unless prohibited by their physician. When a resident plans an out-of-house visit, the charge nurse or resident enrichment director should be notified in advance so the resident can be ready. The community assumes no responsibility for the resident's safety and well-being when off the grounds without community supervision. A "release of responsibility" form must be signed by the person who is taking the resident out of the community. Guest Rooms Depending upon availability, there is a furnished guest room provided for the convenience of relatives and friends. Reservations should be made as far in advance as possible. Guests should plan to vacate the apartment by 10:00 a.m. on the morning they leave so that the housekeeper can get it ready for the next person. A modest daily rate is charged for this amenity. Health Insurance Portability and Accountability Act (HIPAA) The Towne House understands that health information about you and your health care is personal. The Towne House is committed to protecting health information about you. We are required by law to make sure that the health information that identifies you is kept private. The Towne House is required to give you a notice of our legal duties and privacy practices with respect to health information about you, and follow the terms of the notice that is currently in effect. A copy of the notice provided to all residents is located in the green section of the resident manual. The Towne House maintains a signed receipt of the notice in your medical records along with specific directives that you have made regarding this information. Health Insurance and Long Term Care Insurance Residents need to consult with their individual insurance company to determine health insurance or long term care insurance needs. The health and rehabilitation center is a Medicare-approved facility. Many of the Medicare supplemental or Medicare Advantage policies provide limited coverage. The Towne House will bill Medicare and the Medicare Supplement or Medicare Advantage insurance company for approved stays. However, the resident is still responsible for paying all amounts that Medicare or the insurance companies do not pay. Residents with long term care insurance are responsible for submitting claims or coordinating claims with their insurance company. You or your insurance company can call the executive director, billing specialist or marketing 19

and sales staff with any questions regarding coverage here. Insurance and Personal Property The Towne House does not carry insurance on the personal property you have in your apartment or home. It is recommended that you purchase appropriate renters or homeowners insurance to have your property covered. Internet Access Internet access via Wi-Fi is available throughout the health and rehabilitation center, Towne Square and in the retirement center. There is no Wi- Fi available at Chapman s Crossing. To obtain the Wi-Fi services, please contact the receptionist to obtain the necessary user name and password. Keys to Apartments/Homes Each resident is provided with two keys to his/her apartment or home in Chapman s Crossing. Should a key be lost or misplaced, contact the business office for replacement. There is a minimal charge for replacement keys. It is the policy of The Towne House to provide only the resident with a key to his/her apartment; therefore, no one else will be given a key to the apartment/home at any time. If you want family or friends to have access to your apartment or home, you may provide them with a duplicate key. There is minimal charge for additional keys. When a resident is moving out, keys should be returned to the receptionist in the retirement center. Billing for the apartment will continue until the keys are returned. Licensure The retirement center and Towne Square are licensed by the Indiana State Department of Health as a residential care facility. It must meet certain standards prescribed by the Indiana State Department of Health and is inspected on an annual basis. The retirement center or Towne Square may not provide comprehensive nursing care. The health and rehabilitation center at The Towne House is licensed by the Indiana State Department of Health as a comprehensive nursing care facility. The health and rehabilitation center is governed by a different set of regulations than the retirement center and Towne Square, but is also inspected on an annual basis. Chapman s Crossing is not licensed by the state of Indiana. Lounges 20

There are lounges located on each floor of the high rise building, and the Ewing Lounge located on the second floor of the retirement center. All lounges are for use of the residents. Please feel free to use the lounges for card playing, relaxing, private parties, or other activities of interest to you. In the health and rehabilitation center, there is the Hockemeyer Lounge in the west wing of the building, and the Great Room on the South wing. There are a number of lounges in the Towne Square available for residents and families. Mail There are two mail rooms available for residents in the retirement center. One is located on the west side of the lobby, and is for residents residing in the south, east and west wings of the building. There is also a mail room located near the elevators on the first floor of the high-rise for residents residing in the high-rise. All residents are assigned individual mailboxes and are provided with keys to their mailboxes. Residents in Chapman s Crossing have individual mail boxes in front of each of the homes. The post office is responsible for mail delivery. You are responsible for contacting the post office if you wish to have your mail forwarded if you plan to be gone for an extended length of time. Items that are too large to fit in your mailbox will be left at the reception desk in the retirement center for you to pick up. You will receive a notice if this situation arises. Staff members or volunteers deliver mail to the residents in the health and rehabilitation center and Towne Square every day except Sundays and holidays. Marketing and Sales Department The marketing and sales department staff coordinates all admissions in the retirement community. The marketing and sales offices are located on the first and second floors near the lobby. The marketing and sales department staff members are available from 8:30 a.m. - 5:00 p.m. Monday through Friday. Special appointments can be made for evenings and weekends. Massage Therapist A massage therapist is available to residents on a weekly basis. The therapist can treat you in your apartment/health and rehabilitation center room or in the rehabilitation center or wellness center. Please make your appointment at the reservation desk in the Towne Hall or contact the massage therapist directly. Her telephone number is available from the receptionist. Payments for this 21

service can be made directly to the therapist or placed on your bill. Medicaid The Towne House is not a Medicaid provider; therefore, benefits provided at The Towne House are not covered by Medicaid. For more information about Medicaid, you can contact the social services department or the Allen County Public Welfare Department. Medicare The Towne House has sixteen (16) certified Medicare private rooms in the health and rehabilitation center. Medicare coverage is available to residents who meet the necessary medical criteria established by the governing agency. Recently, Medicare Advantage plans have become popular and provide similar coverage for Medicare recipients. For more information, contact the executive director, social services directors, billing specialist, or marketing and sales directors. Medical Director The medical director visits the community on a weekly basis to consult with residents. Residents in the health and rehabilitation center may be seen by the medical director in the physician s office located near the rehabilitation center or in their rooms. In the retirement center, residents may be seen by the medical director in the physician s office located in the nurse s station or in their apartments. Residents in Towne Square may be seen by the medical director in their suites. Contact the health services director to schedule an appointment. In addition, the medical director is responsible for providing medical consultation and guidance to the staff and administration of the community. Medical Education Program The Towne House serves as the geriatric rotation site for The Fort Wayne Medical Education Program to help provide training for new physicians as they complete their family practice residency program. These physicians are available to provide necessary medical services to you if you do not have a physician. Residents may be seen by one of these physicians in the physicians office. If you reside in the health and rehabilitation center or Towne Square, they will visit you in your room. Monthly Statements and Collection Policy 22

Resident billings are issued monthly, in advance, for regular room and board charges. Included in this billing are additional special service charges as ordered by the resident and incurred during the prior month. Resident service charges, such as beauty shop charges, meals, etc., are tabulated at the end of each month. Thus a charge incurred on January 23rd, for example, would be included in the billing issued February 1. The Towne House does not bill third party insurance companies directly for long term care insurance coverage. If a resident has a long term care policy, the billing specialist will be happy to provide the necessary information available from the facility to assist the resident with the claim. However, the resident will be responsible for submitting their claim to the insurance company. For any admission excluding Medicare, an advance payment equal to the number of days remaining in the month multiplied by the base daily rate shall be paid at the time of admission. The regular billing cycle will begin on the first day of the month following admission. For any direct admission to the health and rehabilitation center or Towne Square, a guarantor agreement, signed by the power of attorney or other designated responsible party, shall be required at the time of admission. The guarantor agreement shall formalize the responsibility of the power of attorney or other designated responsible party to use assets of the resident to pay bills on a timely basis and to notify the facility in advance of the resident s inability to continue payments. A guarantor agreement shall also be used for those persons on a continuing care agreement or per diem rental agreement (at any level of care) who assign financial responsibility for payment of fees to a power of attorney or other designated responsible party. The guarantor agreement or letter of understanding would simply reinforce our position regarding the responsibility of a power of attorney or other designated responsible party to pay bills as required by the facility. Payment on account is due upon receipt of the billing statement. If payment in full (including Medicare co-insurance if not billed to third party insurance by Towne House) is not received by the first day of the month after billing, the facility shall send a letter or make a telephone call reminding the responsible party that payment is due. If payment is not received thirty (30) days after billing, a letter will automatically be mailed to the power of attorney, guarantor, and/or resident stating that, if payment is not received by the first day of the following month, the account will be declared delinquent and forwarded to our attorney for collections. 23

If the collections attorney does not recommend approval for arrangements for payment by the responsible party with the next thirty (30) days, legal action will be initiated automatically by the attorney to recover the unpaid balance including accrued interest, collection costs, and attorney fees. The facility will issue notice of discharge. If the resident is discharged or dies, the procedure noted in the previous paragraph (excluding the notice of discharge) will be implemented with the exception that in lieu of legal action, the collections attorney will file a claim against the estate for the unpaid balance including accrued interest, collection costs, and attorney fees. Newspapers The Fort Wayne Journal-Gazette and News-Sentinel are delivered daily. If you wish to subscribe, the receptionist will assist you. Payment, however, must be made directly to the newspaper carrier or the Fort Wayne Newspaper office. Notary Public A notary public is available for your convenience. Please contact the executive director, human resources director, the billing specialist, or marketing and sales staff for more information. Optometrist Optical services are available on a regular basis. Please contact the nursing department regarding appointments. Podiatrist A podiatrist visits The Towne House every other week. Please contact the nursing department regarding appointments. He sees residents in the physician s offices in the health and rehabilitation center, Towne Square, and the retirement center. Resident Funds Each resident has the right to manage his/her personal affairs and financial affairs. In addition, on written request from the resident, The Towne House will hold personal funds in the facility and in an interest-bearing checking account. This service is available for residents living in the health and rehabilitation center and Towne Square only. The Towne House will not maintain funds for residents 24

in the retirement center. Other arrangements should be made by residents or their responsible parties. Resident funds are not co-mingled with facility funds or the funds of any other resident of The Towne House. The financial records are available on request by the resident or responsible party. Resident funds are protected through a surety bond under the general umbrella insurance. Each resident requesting The Towne House to hold funds must sign an authorization form. The authorization form is then signed by the executive director. Each heath and rehabilitation center resident s fund is limited to $50.00 in the account in the facility. The fund is kept in a safe in the business office. Amounts that exceed $50.00 will be kept in an interest-bearing account at a local bank. The resident or responsible party will be notified prior to depositing those funds in the interest-bearing account. Access to funds kept in the interest-bearing account will be limited to normal business hours. Residents must sign for funds when withdrawing money and one witness must initial the withdrawal. In order to replenish funds in a resident s file in the building, a check will be issued to that resident from the local bank account. The resident must sign the check, or, if unable to sign, an X will be made by the resident with two witness signatures. Quarterly audits are completed by the receptionist and signed by the resident or responsible party. Interest is paid to each resident quarterly on amounts in the local bank account. Funds and a final accounting of the funds will be returned to the resident or responsible party 15 calendar days after the resident has been discharged. Requests for Special Accommodations for Handicapped The Towne House will review all special requests for accommodations through the risk management committee. Special requests should be submitted to the executive director. Shopping Service Shopping services for residents are available through the driver in the transportation department at a scheduled time. There is a charge for this service. Tax Information 25