What clothing should I bring into the Facility?
May I bring my own TV & Radio?
What are the fees for accommodation?
When and how do I pay my fees?
What is provided for this fee?
Are there any other additional charges I have to pay?
Who will manage my personal funds and financial affairs?
May I have my usual doctor?
Will my relatives and I have a say in my care?
Will I have my independence?
What happens if I need a specialist?
(Surgeon, Ophthalmologist or any other type of specialist treatment)
May I bring valuables with me such as jewellery etc?
May I bring some personal belongings?
Do I bring my Pension card, Medicare card & Chemist record?
Do I bring my medicines with me?
What accommodation is available?
May I have visitors whenever I wish?
What is involved in the Catering Service?
Is there a library?
Will I be able to smoke?
Does the Facility have safe practise standards?
Is the Facility secure?
Can I arrange shopping?
May I order magazines and a daily paper?
Can I make and receive phone calls?
Will I be able to receive mail?
Is there a hairdresser available?
Is there Physiotherapy treatment available?
What do I do if I require dental care?
What activities including religious and cultural services are available in the Facility?
Is there transport for outings?
Do outside community groups come to the Facility?
Can my relatives join in the activities at the Facility?
Are there any areas at the Facility which are restricted?
Should my relatives contact the Facility?
Can my relatives and I offer comments regarding any matter either as suggestions or regarding items of concern?

What clothing should I bring into the Facility?
Clothing to suit your own individual needs and seasons.
Clothing should be assessed regularly considering seasonal changes and your relatives take any replacement, excess and out of season clothes home.
Clothing is to be discreetly marked with a waterproof marker or label to assist the return of any articles that may get lost. Labels may be ordered through the Facility.
We can only cater for machine washable items as our machines are industrial machines and, although all reasonable care is taken, we do not take responsibility for damaged items. Our staff will assist you with any clothing enquiries.

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May I bring my own TV & Radio?
Yes. Remote headphones or earphones in working order are required for each set to minimise noise for other residents and staff.
All TV and radio units are to be verified to be in good working condition prior to being brought into the Facility.
Residents are required to provide a suitable TV stand or wall bracket arms for their television. (Advice on TV stands/wall bracket arm is available from the Director of Nursing)

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What are the fees for accommodation?
The fees are approved by the relevant Commonwealth Government Department and there are separate arrangements for the 'accommodation charge'. Details of the current fees will be given to you in a separate letter together with a full explanation prior to admission into the Facility.
It can be expected that the fee payment will vary with any changes in your personal circumstances or Government policy.
You can take social leave for up to 52 overnight stays per year. If you have to spend time in hospital, your place at the facility will be kept for your return. Whilst away you will continue to pay the daily fee.

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When and how do I pay my fees?
Statements of accounts will be issued in advance for each
calendar month at the beginning of each month. They will be
issued to you or C/- the person nominated as responsible for the payment.
Fees are requested to be paid in advance as follows:
1. On receipt of account or
2. Fortnightly for those who rely on pension cheques for payment.

Payment of accounts is requested to be made during normal business hours for security reasons.
For residents who have the pension cheque redirected to the Facility, the balance from the pension over and above the fees can be given directly to you or your relative on pension day.

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What is provided for this fee?
Examples are:
1. Accommodation, food, general laundry and cleaning services.
2. Nursing care by suitably qualified staff.
3. Help with activities of daily living, such as bathing, toileting, dressing, eating and general mobility.
4. A range of toiletry items, including soap, shampoo, conditioner, toothpaste, denture cleaning preparations and tissues.
5. Items to help with toileting and continence, including catheters and absorbent pads.
6. Mobility aids, including walking frames, walking sticks and standard wheel chairs, basic pharmaceutical and medical supplies, including dressings and bandages.
7. Podiatry Service Staff/Contracted. Physiotherapist, Dietician.
8. Oxygen and oxygen equipment.

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Are there any other additional charges I have to pay?
Yes. These include the following items: Personal effects such as clothing, hairdressing, alcohol, cigarettes, dry cleaning, postage and telephone, newspapers/magazines, individual toiletry items of your own choice and pharmacy items which are individually ordered especially for you.
We have an explanation of the Government's Pharmaceutical Benefits scheme for you on request from the Director of Nursing.
Any additional services arranged for you by the Facility, services and the current costs are displayed in the Facility.
The additional charges will be included in detail on your monthly statement of account.

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Who will manage my personal funds and financial affairs?
Commonwealth and State Legislation and Regulations establish policies in regard to the management of a resident's funds by a service provider when living in a Facility.
Each resident should establish a method of managing their personal funds or financial affairs which meets each individual's need to pay their bills and have funds available for personal needs.

1) The resident is in total control of their own funds and finances.
2) The resident's funds and finances are managed by another person or persons nominated by the resident.
3) The resident's funds and finances are managed by a legally appointed guardian.
4) The resident's funds and finances are managed in an independent trust account or by an agency such as the Public Trustee or the Office of the Protective Commissioner.

Within its competence to do so, our Facility may on request provide assistance and advice to residents establishing their funds management arrangements including the establishment of independent and external support.
We will not accept any responsibility for the management of residents' money except as outlined above or for large sums of money being held for residents in the Facility.
Small sums of money may be kept in our safe for security.
If the resident's funds and finances are managed by another nominated person or persons, it is requested that there be funds available over and above the fees for the purchase of personal items the resident may need.

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May I have my usual doctor?
Yes, if your Doctor is willing to continue your care in the Facility. If your Doctor is not available to visit you in the Facility, please discuss it with the Director of Nursing or staff, who will supply you with a list of visiting doctors from which you may select the doctor of your choice.

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Will my relatives and I have a say in my care?
Yes. It is important that you outline your expectations of your needs from our service. It is a 3-way partnership (residents and/or representatives, staff and management). Through consultation processes, the individual needs can be assessed and acted upon. We seek continual feedback on all aspects of the services provided by the Facility.

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Will I have my independence?
Personal independence, personal choice and personal responsibility is ensured. It is recognised that some actions may involve an element of risk being taken by residents and in such cases, staff will endeavour to counsel residents but subject to not infringing on the rights of others, we will encourage residents to take some risks if that is what they want.

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What happens if I need a specialist?
(Surgeon, Ophthalmologist or any other type of specialist treatment)
All medical specialists may be consulted by referral from your Doctor visiting you in the Facility. Relatives are requested to accompany you to outside appointments if possible. Please discuss this with staff if there is a difficulty in doing so.

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May I bring valuables with me such as jewellery etc?
We will not take any responsibility for any valuable items brought into the Facility. Small sums of money may be kept in our safe for security.

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May I bring some personal belongings?
A practical number of personal items is encouraged such as personal pictures, family photos and personal items.
Items of furniture such as a comfortable chair may be brought into the Facility in consultation with the Facility staff prior to admission.
For the safety of residents, staff and visitors it is important that items of furniture be discussed and agreed to by both the resident and the Facility.
To assist in preventing personal belongings being misplaced or lost, it is requested that they are ALL clearly marked with your name.
All due care is taken of these items but the Facility cannot be held responsible for loss or breakage.
Locks for wardrobes and drawers are available on request.

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Do I bring my Pension card, Medicare card & Chemist record?
Yes. All pension cards are required for Doctors' visits, outside medical appointments and the Pharmaceutical benefits.

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Do I bring my medicines with me?
Yes. After the doctor has admitted you, all medications as ordered will be given to you at the appropriate times by a Registered Nurse.

What accommodation is available?
There are various types of accommodation in the Facility. Accommodation is on availability at the time of admission.
You have the right to accommodation in our Facility for as long as you choose, except as generally set out in the Aged Care Act 1997 "User Rights". Details are available in the Facility.
The circumstance could arise where you might be asked to move to another bed or room. This would be fully discussed with you or your representative beforehand.
If your care needs change significantly, it may be appropriate for you to receive care in another Facility. This would be discussed with you first.

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May I have visitors whenever I wish?
Relatives and friends are welcome and encouraged to visit anytime of the day. In addition to your own room there are other areas available for receiving visitors.

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What is involved in the Catering Service?
A well-balanced and varied diet is available. We have a Dietician who is available for consultation and who assists us with the menus. We encourage your participation in the menu planning and food presentation.
We endeavour to provide a relaxed and social environment in our dining rooms.
Relatives are welcome to assist if the resident needs assistance with meals. (Prior consultation with staff is encouraged.)
All special diets are catered for as are individual likes and dislikes.
Any extra food kept in your own room should be stored in an airtight container.
Extra fluids and nourishment are always available.
The daily menu is displayed on the notice boards or dining room tables, which also shows meal times.

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Is there a library?
A visiting library comes regularly. Ordinary and large print books of a wide range are available, free of charge. A "hearer" (tape) book library is also available which is also free of charge.

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Will I be able to smoke?
Smoking is NOT permitted at any time in the Facility building.
The Facilities policy on smoking is to be followed strictly.
Relatives and friends are requested not to give residents any of these items without the consent of the RN in Charge.
Residents who smoke will be assisted by staff and shown an outside area for smoking.
For safety reasons, cigarettes, lighters or matches are to be stored with the RN in Charge and returned after use.

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Does the Facility have safe practise standards?
Yes. There is a Safe Practice and Environment Committee that comprises of trained staff in this area and who have developed a safety program to prevent accidents and injuries. Safety of residents, visitors and staff is of paramount importance. This program is evaluated on a regular basis.
The Facility is fitted with automatically released fire smoke doors and a fire alarm. In the event of a fire, these doors are shut. Residents and visitors must not go through the closed doors unless directed to do so by the trained staff. The alarm is connected directly to the Fire Brigade. Their response is immediate. For safety and security reasons, these exits must remain secure. Regular fire and safety evacuation procedures are practised to ensure swift action in the event of a fire occurring.

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Is the Facility secure?
The Facility is fitted with a security alarm on each of its entrances and exit doors. The doors are locked and the Facility secured every evening.

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Can I arrange shopping?
We request that your relatives organise shopping for you but in the event that this is not possible, our Diversional Therapists can help.

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May I order magazines and a daily paper?
Newspapers and magazines are delivered daily.

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Can I make and receive phone calls?
A coin operated telephone is available for residents' and visitors' use. Change is available from the main office. You may also receive calls through the main switch.
Requests for private telephone installations can be discussed with the Director of Nursing. Installation costs would be the resident's responsibility.

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Will I be able to receive mail?
Yes. All mail directed to the Facility would be delivered to you by our staff.

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Is there a hairdresser available?
Grooming mornings are arranged by our Diversional Therapist. In addition, a qualified visiting hairdresser visits the Facility on a regular basis.

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Is there Physiotherapy treatment available?
A Physiotherapist is employed or contracted at no additional charge.

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What do I do if I require dental care?
Appointments can be made for your own choice of dentist as required.

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What activities including religious and cultural services are available in the Facility?
A program of various activities is available. Some of them are:
Bingo/Housie; Discussion groups; Music sessions; Concerts; Craft; Celebrations; eg Birthdays, Mothers and Fathers day etc. and many other varied activities.
Your suggestions on the program are essential to ensure that your own interests are incorporated.
Most denomination of churches are represented. We endeavour to meet all individual spiritual needs.

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Is there transport for outings?
Yes. We have our own air conditioned bus, fitted with an electronic lift for wheel chairs, which is shared by our group of NSW Facilities with our own driver. Our outings are varied and comfortable.

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Do outside community groups come to the Facility?
Yes. A large number of community-groups visit during the year from various organisations. We encourage volunteers to work with our Diversional Therapists to assist our residents in many ways eg. writing letters, reading, visiting and voting.
It maybe that someone you know would like to join our volunteer group. If so, please discuss with the Director of Nursing who will contact them.

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Can my relatives join in the activities at the Facility?
We encourage and welcome relatives and friends to join in all the activities held in the Facility and they are invited to attend special days eg. Mother's Day, Father's Day and Birthdays.
A notice board in the foyer of the Facility will display all notices. The Facility encourages all residents and their relatives and friends to participate in the decision making. We provide various forms of communication for residents and relatives expectations, ideas and problems and to maximise the independence of our residents. We endeavour to provide a non-threatening environment for free exchange of ideas and problems, and for improvements in the Facility.

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Are there any areas at the Facility which are restricted?
There are some areas that are restricted for safety and security reasons.
These areas will be pointed out to you on your arrival at the Facility and 'Staff Only' signs are displayed.
If you require help, please ask a member of our staff to assist you or use your bedside call bell.

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Should my relatives contact the Facility?
We request your relatives to leave two contact telephone numbers and addresses with the Facility in case of emergencies, or when on holidays.

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Can my relatives and I offer comments regarding any matter either as suggestions or regarding items of concern?
Residents and relatives are encouraged to participate in the resident's care and any matters of concern should be expressed and will be dealt with fairly, promptly, confidentially and without any retribution.
We have a clear and transparent policy and mechanism for addressing concerns and suggestions, these mechanisms are set in place to assist you.
There are various forms of communication for any suggestion and concerns.
At all times the Director of Nursing is available to both residents and relatives to discuss any matters of concern or suggestions.
If you or your relatives have any enquiries regarding medical or nursing treatment, please speak to the RN in Charge of your care.
The Facility has a Quality Management System in place, which involves the Management in all of the facilities feedback.
Enquiries and information exchange may also be obtained from the NSW Health Department and the relevant Commonwealth Government Department.
Officers of these Departments are available for your assistance should you have enquiries or matters of concern that you feel have not been satisfactorily resolved through the above channels.
Their telephone numbers are displayed on our notice board.
We are unable to fully implement our policy of continuous improvement without feedback, both positive and negative from our residents and/or representatives and staff.