Eldercare Resident Information Booklet | 1
Eldercare Resident
Information Booklet
Choice
Support
Encourage
People
Home
2 | Eldercare
Thank you for
choosing Eldercare
The transition to residential care can be challenging for
residents and their families - we understand that it takes
time to adjust to new surroundings and community living.
This Information Booklet will provide you with information
about Eldercare and its residential care facilities. The
Residential Care Service Agreement also contains
important information for residents.
Eldercare Resident Information Booklet | 3
Contents
Eldercare Mission/Values/Vision
4
Welcome to Eldercare
4
About Eldercare
5
Key staff
6
Medical and Allied Health Professionals
7
Amenities8
Care Services
10
Hotel Services
12
Leisure and Lifestyle Services
13
General Information
14
Rights and Responsibilities
17
Eldercare Residential Care Facility Locations 18
Choice
Support
Encourage
People
Home
4 | Eldercare
Eldercare Mission Statement
Eldercare’s mission is to be a leading provider of quality residential
and community care for the ageing, based on Christian principles
and the maintenance of dignity, rights and values of the individual.
Eldercare Values
We respect and value people and their right to choice.
We support and encourage each other.
All people are important.
We respect and value a home-like environment.
Welcome to Eldercare
This information booklet has
been compiled to provide an
easy reference to the services
provided by our facilities.
We are committed to providing
accommodation and facilities
aimed at enriching and
stimulating the lifestyle of our
residents, allowing maximum
independence in a supported
and caring environment.
We recognise that making
the decision to live in an aged
care facility is not an easy one.
Eldercare management and
staff are dedicated to providing
emotional support to new
residents and their families
upon admission and on a day
to day basis.
We acknowledge that we live in a
rich, diverse community and, as
such, we welcome all residents
regardless of their gender,
ethnicity, religion, sexuality or
political beliefs.
It is a pleasure for us to provide
you with care and support. If
there is something you don’t
understand, our staff will be
happy to assist you.
We wish you all the best in your
new home.
Jane Pickering
Chief Executive Officer
Eldercare Resident Information Booklet | 5
Eldercare Shared Vision
Eldercare, as an agency of the
Uniting Church, provides its
services based on the principles
of trust, honesty, mutual
respect, integrity and reliability.
The residents are cared for by
highly trained, confident staff
with sufficient resources and
time available for them to fulfil
their roles effectively.
Eldercare provides best practice
care in a home-like atmosphere
that is resident-focused and
person-centred, based on:
recognising the changing
needs and expectations of its
residents and their families; and
having the ability to cater for the
individual needs, preferences
and interests of each resident.
Consultative and approachable
leadership at all levels will
guide Eldercare along a path of
strength and sustainability. At
all times Eldercare will operate
an ethical and transparent
business built on a foundation
of shared values.
Eldercare values ideas and
offers opportunities for staff
About Eldercare
Eldercare was established in
1979 by the amalgamation of
the Uniting Church Retirement
Homes and the Alexandra
Homes Trust, and has grown
to become one of the largest
providers of residential care
in South Australia.
Eldercare is a diverse
organisation covering all
aspects of residential care
services across twelve separate
locations, including:
• Specialised memory support
•Respite
• Ageing in Place
As a community service of the
Uniting Church and a not-forprofit organisation Eldercare
aims to ensure that the maximum
resources are applied to
residents’ care and amenities.
We care for almost 1,000
residents daily and have
approximately 1000 staff and
more than 300 volunteers.
to develop their personal and
professional skills. Eldercare staff
embrace the ethos and values
of the organisation and work
collaboratively for the benefit of
residents and their families and
the staff. Eldercare provides a
team environment that promotes
a positive culture and safe work
environment.
Eldercare values its communities
and actively encourages feedback
and open communication in the
development and improvement of
its services.
6 | Eldercare
Key Staff
Care Staff
Clinical Staff
Residential Site Manager
Qualified carers provide handson care to residents under the
supervision of clinical staff.
Experienced Registered and
Enrolled Nurses coordinate the
clinical care provided to the
residents at the site.
Each site has a nominated
Residential Site Manager who
is responsible for the day-to-day
running of the facility, including
the provision of staff and care of
residents.
Chaplain
The Eldercare Chaplain meets
informally with new residents
and their families through the
transition into aged care. The
Chaplain’s focus is on pastoral
care needs for people of all faiths,
with respect for the philosophy
of life held by each person. The
site Chaplain also attends to
the personal spiritual needs of
residents through meaningful
conversations. Our staff are
happy to assist with requests
regarding having your own
clergy to visit you on site and will
provide information about the onsite Church services.
Hotel Services/Manager
Eldercare contracts an external
organisation to provide hotel
services. The Hotel Services
Manager is responsible for
managing food preparation,
cleaning and laundry
services onsite.
Lifestyle Staff
The site Lifestyle Coordinator
is responsible for managing
lifestyle staff and volunteers.
This team assists residents to
enjoy social and leisure activities
both in the home and in the
community.
Property Services Officer
Each site has a Property Services
Officer who attends to day-to-day
maintenance tasks.
Choice
Support
Encourage
People
Home
Volunteers
Volunteering takes many forms
and Eldercare appreciates the
support provided by families
and friends who volunteer their
time. If you or a family member
would like to learn more about
Eldercare’s volunteer services,
please contact the site’s Lifestyle
Coordinator.
Eldercare Resident Information Booklet | 7
Medical and Allied Health Professionals
Dentist
Medical Practitioners
Off-site dental appointments can
be arranged by the Registered
Nurse on duty or residents may
choose to arrange independent
dental appointments. In certain
circumstances dental services
may be able to be provided
onsite.
Residents are encouraged
to retain their current doctor,
although you will need to
confirm whether they will consult
at your new home. If you require
a new medical practitioner, staff
can provide a list of local doctors
so you can contact one of your
choice.
Dietician
Dietician services are available
to Eldercare residents on a
consultancy basis.
Hearing Aids
Hearing aid services are
available to pensioners through
the Australian Government
Hearing Services Program:
Telephone: 1800 500 726
Telephone Typewriter (TTY):
1800 500 496
Email: [email protected]
Physiotherapy
Eldercare provides a
comprehensive physiotherapy
service to all residents at all sites.
Optician
Optician visits can be arranged
by the Registered Nurse on duty
if required or residents may
choose to arrange independent
appointments. In certain
circumstances optical services
can be provided onsite.
Speech Pathology
Speech pathology services are
available to Eldercare residents
on a consultancy basis.
Pharmacy Services
Eldercare has a contractual
arrangement with a pharmacy
to provide a comprehensive
pharmacy service including
regular deliveries of medications.
They also supply emergency after
hours requirements. Queries
regarding accounts should
be directed to the pharmacy
provider.
Podiatrist
All sites have a visiting podiatrist
who provides regular services
to residents. Eldercare provides
this service for residents with
high care needs, whereas
residents with low care needs
will be charged for this service.
Specialist Appointments
If you are required to attend
outside appointments please
notify staff as soon as possible.
We encourage family members
to accompany residents to
appointments but if this is not
possible please talk to nursing
staff.
8 | Eldercare
Amenities
Bus
Garden Areas
Newspapers and Magazines
Some Eldercare sites have a
bus, with a lifter for wheelchairs,
which may be used for outings
organised by staff members and
volunteers. A charge for this
service may apply.
All Eldercare sites have access to
pleasant garden areas for use by
residents and visitors.
Newspapers and magazines
are delivered and can be
ordered through the Reception/
Administration Office at the
resident’s cost.
Dry Cleaning
If possible, dry cleaning should
be attended to by you or a family
member. However, if you need
assistance, dry cleaning can be
arranged by the nursing staff at
the resident’s expense.
Hairdresser
A hairdresser is available on the
premises for your convenience,
at personal expense. Please
check with staff regarding how
to make an appointment, or you
may prefer to use a hairdresser of
your choice in the community.
Library
A mobile library visits regularly
and a comprehensive supply
of books and tapes is available.
All sites also have in-house
libraries containing large print
books, games, CDs and DVDs
for all residents to access. Your
Lifestyle Coordinator will advise
you of how to take advantage of
these services.
Mail
Please check with the
Reception/Administration Office
for arrangements regarding
incoming and outgoing mail.
Parking
Limited parking is available
at sites and short term dropoff
areas are provided. Please obey
parking signs.
Shopping
Residents may continue to do
their own shopping, with the
assistance of family and friends
if required. Many sites provide
support for residents to visit
local shopping centres, or have
access to on-site facilities which
sell basic personal items.
Eldercare Resident Information Booklet | 9
Transport
Reception
Visitor Access
Residents attending
appointments in the community
are asked to make their own
transport arrangements through
family, friends, taxi, access cab or
hospital car.
Reception staff are available
during office hours to assist
you with general and financial
enquiries. They can also arrange
for you to speak to care staff if
required.
Residents will also need to
make their own arrangements
regarding application for Access
Cab vouchers. Staff are not
available to provide transport
or accompany residents to
appointments.
Smoking
Visitors are always welcome.
Family and friends are
encouraged to visit at any time
and while there are no set visiting
hours, please respect the privacy
of all residents. You may be
asked to sign in as you enter the
facility. Please note that security
arrangements for after-hours
entry to the building will be in
place. Staff will assist you with
these security arrangements if
required.
Should you need special
assistance with transport, please
discuss your needs with the
senior nurse on duty well in
advance of any appointment
so the necessary transport
arrangements can be made.
Telephone
In the interests of health and
safety, Eldercare has a Smoke
Free Workplace Policy within
its premises which applies to
residents, relatives, visitors
and staff.
Some Eldercare sites have a
public telephone available on
the premises. Any resident
who wishes to have a private
telephone is welcome to do so.
However, all arrangements for
connection and disconnection
and all associated costs must be
met by the resident.
Voting
During an Election provision will
be made to enable residents to
lodge a postal vote.
10 | Eldercare
Care Services
Assessment
As part of the admission process,
a staff member will meet with
you (and/or your next of kin)
in order to identify your social
and care needs. Once we have
collated information about your
medical condition, family, life
history, your likes, dislikes and
your interests, a care plan will be
tailored to your specific needs.
These plans communicate your
needs to the staff and are altered
when your care/social needs
change. Changes to the plans
are made in consultation with
you and/or your representative.
You may request to read your
care plans at any time.
Alternative Therapies
A range of alternative therapies
can be accessed at residents’
own cost. Staff can assist in this
matter.
Clothing
All clothing must be labelled,
and while Eldercare arranges this
service after admission, please
make sure all clothing is labelled
with a marking pen for the interim
period. In addition, please ensure
any new items of clothing brought
in after the initial admission are
presented for labelling.
Personal clothing can be placed
in the wardrobes provided,
however please be aware that
wardrobe capacity is limited.
Residents are encouraged to
retain their own individuality,
particularly in the choice of
clothing and accessories. Staff
are happy to assist with choosing
appropriate clothing and to
assist residents to maintain their
independence.
The resident’s representatives
are responsible for clothing
maintenance and ensuring the
resident has sufficient clothing.
All reasonable care is taken of
residents’ clothing, however
Eldercare is not responsible for
replacing lost items.
Continence Aids
Appropriate continence aids
will be provided to residents
classified with high care needs.
Residents classified with
low care needs who require
continence aids will be charged
directly for the cost of these aids.
Electrical Equipment
Residents may bring certain
items of their own personal
electrical equipment with them
following approval from the
Residential Site Manager or
their delegate. Please notify staff
immediately of any electrical
equipment you bring in to the
facility. They will arrange for it to
be checked, tested and tagged
by our Property Services staff.
Televisions must be portable
with a mobile stand, or placed
on a wall mount and must
be small enough to be safely
accommodated within the
resident’s room. Please check
with Property Services staff
regarding the safe positioning of
your television.
Electrical items such as electric
blankets, microwaves, kettles
and toasters may not be brought
in to the facility. Please discuss
with the Residential Site
Manager if you require further
clarification.
Some rooms have the capacity
to accommodate a small bar
fridge. Should you choose to
have a fridge, all food placed
in the fridge must be clearly
dated. Contents will be checked
regularly by Eldercare staff who
will discard any out-of-date food
and cleaning staff will clean
the fridge on a regular basis.
Maintenance of your fridge is
your responsibility.
For the safety of residents and
staff, double adapters must not
be used. Please supply a power
board if more than one applianc
is required. These power boards
must also be checked, tested and
tagged before use.
Furniture
Residents are supplied with an
electric bed, bedside locker and
a chair. Depending on the size of
the room additional items may
be added. Please consult with
the Residential Site Manager,
who will be happy to discuss
what will be appropriate.
In the event of a change in care
needs, further consideration
may need to be given to the
continued appropriateness of
items of personal furniture in
Eldercare Resident Information Booklet | 11
the room, to enable safe and
effective delivery of care.
If you wish to hang pictures in
your room, please obtain the
help of Property Services staff.
Mobility
Each resident’s mobility is
assessed by a physiotherapist at
the time of admission and a plan
of support developed according
to individual needs. The level
of assistance required will be
documented on the mobility
care plan, which staff will follow
at all times. Please be aware that
as all Eldercare Sites have a “No
Lift” Manual Handling policy,
the use of lifting and transfer
aids may be required.
Upon leaving or returning to a
facility, staff are happy to provide
residents with minimal handson help with car transfers. A
brochure entitled “Car Transfer
Information for Relatives” is
available on site which outlines
the safety precautions and
actions to take when assisting
residents in and out of the car.
Non-prescription medications
Non-prescription medications
include vitamins, creams and
herbal remedies and all over-thecounter medication purchases.
Please ensure that you inform
your medical practitioner and
the nursing staff regarding any
non-prescription medications.
Relatives should not bring in any
non-prescription medication
without checking with the
nursing staff first.
Nurse Call Systems
All rooms are equipped with a
nurse call system for notifying
staff when assistance is needed.
This system may also be used by
family/visitors if staff assistance
is required.
At some Eldercare sites a
pendant is available to allow the
resident to call for assistance
when not in their room. Please
discuss this requirement with
nursing staff at your site.
Palliative and End-of-Life Care
It is important that upon
admission nursing staff are
aware of the resident’s wishes
with respect to treatment of a
deteriorating condition, plans for
transfer to hospital, and funeral
arrangements. Making your
wishes known regarding medical
care and end of life decisions
will assist staff in responding
appropriately and in accordance
with those wishes.
Eldercare supports people
through the palliative care
process with sensitivity and
respect for cultural and spiritual
requirements. We aim to provide
holistic and lifestyle support
throughout this time. Staff
can also refer residents and
relatives to appropriate support
services. Staff are committed to
respecting residents’ wishes for
end-of-life care.
Personal items
Residents are encouraged
to bring items of personal
importance.
For example, most residents
bring a radio, television, hobby
items, books and photographs.
Residents are responsible for
their own personal belongings
and Eldercare does not take
any responsibility for personal
valuables or cash. Please label
all belongings where possible.
12 | Eldercare
Care Services
Please ensure that a minimum
amount of valuable items such as
money and jewellery are bought
into the facility. Residents are
provided with a lockable drawer or
cupboard for their personal use.
Talcum Powder
Talcum powder is not provided to
residents and the use of talcum
powder is not encouraged, as it
can pose a safety risk to residents
and staff.
Therapeutic Heating Devices
In the interests of resident
and staff safety the following
therapeutic heating devices
are not permitted to be used
in Eldercare residential care
facilities:
• Wheat heat packs
• Hot water bottles
• Gel packs
• Electric blankets
Heat packs using hydroscopic
beads such as ‘TheraBeads’
are an acceptable alternative
heating device. Any other devices
must be adequately tested
before introduction to a site, and
appropriate safe work practices
must be followed. Please see staff
for more information if required.
Hotel Services
Toiletries
Laundry
Basic toiletries such as soap,
toothpaste, toilet paper and
tissues are supplied to residents.
Any other items must be
purchased at the resident’s
own cost.
Where a fully equipped laundry
is available, residents may
choose to do their own personal
laundry. Alternatively, each
facility provides a full laundry
service for personal laundry.
Some personal items (e.g.
woollens and delicate items
e.g. silk) are not suitable for inhouse laundering and we may
recommend dry cleaning, (at
the resident’s cost). Personal
clothing and other items must
be clearly labelled. Bed linen
and towels are supplied, and
laundered by an external linen
service. Should you choose
to use your own personal bed
linen and towels, it is your
responsibility to arrange for them
to be laundered.
Wheelchairs/Gophers
All residents who use a
motorised wheelchair or
gopher must be assessed by
an Eldercare physiotherapist
as competent to drive the
equipment. Prior to purchasing
a gopher or electric wheelchair,
consultation must occur with
the Residential Site Manager,
as storage and access for such
items may be limited. If a gopher
or electric wheelchair is no
longer being used, residents/
families may be asked to remove
it from the site. The responsibility
for maintenance of the resident’s
motorised wheelchair or gopher
remain with the resident and/
or family, as is the cost of any
repairs required due to damage
caused by this equipment.
(Ask staff about Eldercare’s
Procedures on the Use of
Motorised Wheelchairs for more
information if required.)
Choice
Support
Encourage
People
Home
Meals
Breakfast, lunch and dinner are
provided and prescribed dietary
needs are catered for. The main
meal is served at lunchtime and
a lighter meal in the evening.
Visitors are welcome to have a
meal for a nominal cost.
Eldercare Resident Information Booklet | 13
Leisure And Lifestyle Services
A completed “Meal Order Form”
should be given to the kitchen
with the required payment.
This form is available from the
Reception/Administration Office
(during office hours) or directly
from the kitchen (after hours).
If you would like to bring in
meals for the resident from
outside the facility, please
discuss this with Eldercare staff.
Food bought in and left in the
resident’s fridge must be dated
on the day it is placed in the
fridge, and will be discarded after
three days. A brochure regarding
food safety is available on site.
Food donated to the site for
consumption by residents and
or staff/volunteers must comply
with Eldercare’s Donated Food
Policy. Speak to staff on site for
details of this policy.
Cleaning
Our hotel services staff ensure
residents’ rooms are clean and
dust free. We request that rooms
are kept free of clutter to facilitate
this process.
Activities
Relatives and Friends
A variety of social activities and
services are offered including
visits from local schools,
community events, discussion
groups, as well as access to
the internet, computer games,
audio-visual entertainment,
outings, craft, gardening, and
walking groups. Information on
these activities can be obtained
from the Lifestyle Coordinator
on site, and feedback about
activities is always welcome.
Residents are also welcome to
initiate or organise their own
activities.
Family and friends are
encouraged to participate
in activities, functions and
outings. Family support is of
prime importance in our goal of
achieving and maintaining the
highest possible quality of life
for our residents. Please speak
with the Lifestyle Coordinator
about how friends and relatives
may engage with the Lifestyle
program.
We encourage residents
to continue involvement in
community social activities,
with the assistance of family and
friends. Staff and volunteers are
also available to support you
within the Eldercare site.
Cultural and Linguistic Needs
The cultural needs of residents
are identified and addressed on
an individual basis. Eldercare
will provide access to appropriate
resources and interpreters as
required. Providing information
to staff about cultural community
values and needs will assist us to
support you.
Resident Meetings
Eldercare encourages residents
to participate in the resident
meetings held at each site.
These meetings offer residents
the opportunity to express their
views, needs and interests,
and we encourage all residents
to participate with a view to
achieving the best quality of life
for all residents.
In consultation with Eldercare,
the resident group may, if it
wishes, raise funds and use the
money raised for the benefit of
residents.
14 | Eldercare
General Information
Absences from the Facility
Agreements
Residents are requested to
inform the Registered Nurse on
duty if they are going to leave
the home for walks, shopping,
visits, appointments, or if they
are going to stay away overnight
or longer.
A formal written Residential
Care Service Agreement
which sets out the rights and
obligations of the resident and
management is required by
law. This document contains
detailed information about the
services that will be provided as
well as information relating to
any fees, accommodation bonds
or accommodation charges.
We are happy to respond to
any questions you may have
regarding information in the
Agreement.
Accreditation
Accreditation is a process that
ensures aged care facilities meet
a set of Accreditation Standards,
set by the Commonwealth
Government. Specially qualified
aged care assessors regularly
visit the facility and speak with
staff, management, residents
and their families. All Eldercare
sites have been assessed by the
Australian Aged Care Quality
Agency and have received and
maintain full accreditation.
In addition to the formal
accreditation process, the
Agency makes regular visits to
each of our facilities to ensure
residents continue to receive
a high level of care and that all
standards continue to be met.
Charitable Collections
No collections are to be made
for any organisation or appeal
without approval from the
Residential Site Manager. While
recognised community appeals
are supported, collections on
behalf of interests of individuals
may not be possible.
Comments, Concerns,
Complaints and Feedback
The management of Eldercare
has an open door policy to help
solve any problems that may
arise. If you have any comments,
concerns, complaints or feedback
about any aspect of the home
or the services provided there
is a process in place, which we
encourage you to follow:
Firstly: Please direct your
comments or concerns in the first
instance to the registered nurse
on duty, or complete Eldercare’s
‘Feedback Form’. All comments
and concerns, including those
given verbally, are recorded
as part of our continuous
improvement process and will
be followed up.
Secondly: If this does not result
in a satisfactory solution, then
you are encouraged to contact
the Residential Site Manager.
Finally: If you are still
dissatisfied, then you should
contact the General Manager
– Residential Care at Eldercare
Head Office (8291 1000).
In addition: Regardless of the
above process you can contact
the Department of Social
Services at any time with your
concerns. The Department
has an Aged Care Complaints
Scheme, which is designed to
handle your issues. They can be
contacted at:
Aged Care Complaints Scheme
C/- Department of Social
Services
GPO Box 9848 Adelaide, SA, 5001
Toll Free: 1800 550 552
Internet: agedcarecomplaints.
govspace.gov.au
The Aged Rights Advocacy
Service is also available to assist
residents at any time. They can
provide you with information,
support and advice regarding
rights and responsibilities, and
investigate complaints on your
behalf. They can be contacted at:
16 Hutt Street, Adelaide, SA 5000
Postal Address: PO Box 2734
Hutt Street, Adelaide, SA 5000
Telephone: (08) 8232 5377
(Toll Free – Country
Only: 1800 700 600)
Fax: (08) 8232 1794
Email: [email protected]
Continuous Improvement
Eldercare is committed to
the process of Continuous
Improvement. We continually
review, assess and improve the
Eldercare Resident Information Booklet | 15
service we provide to residents
and systems are in place at all
sites to ensure residents are
involved in the Continuous
Improvement process.
Fire Safety Procedures
All sites have clear procedures to
follow in the event of a fire and/or
emergency evacuation. For your
own safety, you are required to
follow any instructions given to
you by staff. You are encouraged
to attend any fire safety or
evacuation training sessions
provided by the home.
Gifts
It is Eldercare policy that staff and
volunteers are discouraged from
accepting any gifts from residents
and/or their families. Under no
circumstances can a staff member
or volunteer accept money or
expensive gifts or jewellery.
Guardianship Board and
Power of Attorney
The Guardianship Board can
assist residents in certain
circumstances by ensuring the
proper management of their
affairs, or to give consent to
treatment. The Guardianship
Board will carefully consider the
expressed wish of the individual
and regard their welfare as being
of paramount concern.
Referral to the Guardianship
Board can be made by a family
member, relative, friend or
advocate of the person involved.
In exceptional circumstances,
Eldercare may also initiate a
referral to this Board.
We strongly recommend that you
appoint an Enduring Power of
Attorney. This enables residents
to maintain control over their
affairs while they are capable,
but makes provision for someone
else to manage at a later date if it
becomes necessary.
Further information about the
above matters can be obtained
from the Office of the Public
Advocate:
Level 7, ABC Building
85 North East Rd
Collinswood, SA. 5081
Telephone: (08) 8342 8200
Toll Free: 1800 066 969
Fax: (08) 8342 8250
Internet: www.opa.sa.gov.au
Postal Address: PO Box 213
Prospect SA, 5082
Insurance - Contents
Eldercare does not accept
responsibility for the loss
or damage of jewellery and
any other items belonging to
residents. Residents should
make their own arrangements
regarding property insurance to
ensure that they have adequate
insurance to cover their property
while on the premises.
Insurance - Health
It is advisable to retain private
health insurance arrangements.
Membership of an ambulance
fund is strongly recommended.
Eldercare is not responsible for any
medical or hospital costs incurred
by or on behalf of a resident.
Keys
There is a written procedure
regarding the issue of keys to
residents. If residents have
their own keys, he or she must
arrange the safe handling of
them if they are going to be
absent from the facility for
extended periods. A copy of this
procedure is available to you on
request.
16 | Eldercare
General Information
Leave Entitlements
A resident may be absent from
the home during periods of
authorised leave. Fees continue
to be payable during this
time. Please consult with the
Residential Site Manager if you
require further details regarding
leave entitlements.
Mandatory Reporting
Current legislation requires
Eldercare staff to report any
incidence of Elder Abuse. This
includes abuse by staff, visitors
or relatives. All Eldercare staff
receive training in these areas.
Should you require clarification of
this legislation please consult with
the Residential Site Manager.
Privacy
Eldercare is required by law to
comply with the Privacy Act 1988
and the subsequent Privacy
Amendment (Private Sector)
Act 2001. Eldercare respects
residents’ right to privacy,
however, in order to properly
attend to your needs we may
need to request information that
may be of a personal nature. We
will only request information
which will assist us to provide
a more comprehensive care
service to you.
At any time you may request
access to your personal
information. If you only wish
to see your record, this may be
arranged with our staff. If you
would like to have a greater
degree of access you will be
asked to complete a request
form. You may wish to correct or
update information held by us
about you. If you find an error in
your records please advise us,
in writing, of the error and we
will include your advice on our
records. Should the record need
to be disclosed to others, your
correction will be forwarded with
the original record. If you would
like more information please do
not hesitate to ask us to discuss
our Privacy Policy with you.
Personal Finances
Where applicable, residents are
encouraged to manage their
own finances or to have a family
member or representative to
assist them. Please also refer
to the information on Trust
Accounts.
Pet Therapy
While Eldercare does not allow
residents to keep individual
pets on site, we do encourage
interaction between residents
and pets. If you wish, family
members or friends may bring
your pet to visit. Please talk to the
staff on site about how to arrange
this. Many sites host visits from
companion animal organisations
and you may wish to participate
in these visits.
Security of Tenure
Residents can feel secure
knowing that their place in
the home is permanent and
cannot be changed without
their consent. Residents and/
or their representatives will
be consulted where there is
a medical or other reason for
moving the resident to another
room or bed within the facility.
If this is required you will be
consulted and requested to sign
an “Authority to Relocate” form.
Trust Accounts
For the convenience of residents
and their families, Eldercare
facilities provide a Trust Account
service for residents.
Small amounts of cash can be
withdrawn during the site’s
Administration Office opening
hours. Certain accounts can be
paid from the Trust Account on
the resident’s behalf such as
monthly pharmacy accounts,
newsagent accounts, hairdresser
and group outings.
The Trust Account must always
be maintained in a credit
balance and statements can be
accessed online or upon request.
Please note the Trust Account is
operated by an external provider
and the conditions regarding
the account will change from
time to time.
Eldercare Resident Information Booklet | 17
Residents’ Rights and Responsibilities
Eldercare staff will uphold the
following residents’ rights:
Charter of Residents’
rights and responsibilities
in approved residential
care facilities.
A.Each resident has
the right to:
• full and effective use
of his or her personal, civil,
legal and
consumer rights;
• quality care which is
appropriate to his or
her needs;
• full information about
his or her own state of
health and about available
treatments;
• be treated with dignity and
respect, and to live without
exploitation, abuse or neglect;
• live without discrimination
or victimisation, and without
being obliged to feel grateful
to those providing his or her
care and accommodation;
• personal privacy;
• live in a safe, secure and
homelike environment, and
to move freely both within
and outside the residential
care service without undue
restriction;
• be treated and accepted as
an individual, and to have his
or her individual preferences
taken into account and treated
with respect;
• continue his or her cultural
and religious practices and
to retain the language of
his or her choice, without
discrimination;
• select and maintain social and
personal relationships with
any other person without fear,
criticism or restriction;
• freedom of speech;
• maintain his or her personal
independence, which
includes a recognition of
personal responsibility
for his or her own actions
and choices, even though
some actions may involve
an element of risk which
the resident has the right to
accept, and that should then
not be used to prevent or
restrict those actions;
• maintain control over, and to
continue making decisions
about, the personal aspects of
his or her daily life, financial
affairs and possessions;
• be involved in the activities,
associations and friendships
of his or her choice, both
within and outside the
residential care service;
• have access to services and
activities which are available
generally in the community;
• be consulted on, and
to choose to have input
into, decisions about the
living arrangements of the
residential care service;
• have access to information
about his or her rights,
care, accommodation,
and any other information
which relates to him or her
personally;
• complain and to take action to
resolve disputes;
• have access to advocates and
other avenues of redress; and
• be free from reprisal, or a wellfounded fear of reprisal, in
any form for taking action to
enforce his or her rights.
B.Each resident of a
residential care service
has the responsibility to:
• respect the rights and needs
of other people within the
residential care service,
and to respect the needs of
the residential care service
community as a whole;
• respect the rights of staff and
the proprietor to work in an
environment which is free
from harassment;
• care for his or her own health
and well-being, as far as he or
she is capable; and
• inform his or her doctor, as far
as he or she is able, about his
or her relevant medical history
and his or her current state
of health.
Please Note: Residents and
their relatives are expected to
uphold these responsibilities
at all times.
Source: Department of Health and Ageing.
18 | Eldercare
Eldercare Residential Care Locations
Acacia Court
Head Office
Seaford
Yorke Peninsula
81 Tapleys Hill Rd
Hendon SA 5014
247 Fullarton Road
Eastwood SA 5063
100 Seaford Rd
Seaford SA 5169
Elanora
ph (08) 8243 1844
fax (08) 8243 0430
ph (08) 8291 1000
fax (08) 8291 1098
ph (08) 8392 4111
fax (08) 8392 4122
Allambi
Kirkholme
The Lodge
86 Oaklands Rd
Glengowrie SA 5044
7 Victoria St
Goodwood SA 5034
14-20 King William Rd
Wayville SA 5034
ph (08) 8295 3733
fax (08) 8376 2212
ph (08) 8299 7200
fax (08) 8272 3603
ph (08) 8357 3833
fax (08) 8357 3877
Cottage Grove
Oxford
Trowbridge House
150 Reynell Rd
Woodcroft SA 5162
35 Hulbert St
Hove SA 5048
9 Luhrs Rd
Payneham Sth SA 5070
ph (08) 8322 6322
fax (08) 8322 3391
ph (08) 8298 7300
fax (08) 8296 3588
ph (08) 8332 3155
fax (08) 8331 9794
Evanston Park
Sash Ferguson
17 Morrow Avenue
Evanston Park SA 5116
8 Fletcher Rd
Mt Barker SA 5251
ph (08) 8521 2222
fax (08) 8521 2233
ph (08) 8391 2486
fax (08) 8398 4040
Pioneer St
Stansbury SA 5582
ph (08) 8852 5555
fax (08) 8852 4339
The Village
Centenary Ave
Maitland SA 5573
ph (08) 8832 2293
fax (08) 8832 2007
Residential Care Admission
Enquiries: 1300 925 414
Eldercare Resident Information Booklet | 19
Choice
Support
Encourage
People
Home
www.eldercare.net.au
RH101MC2011 -B101
20 | Eldercare
Choice
Support
Encourage
People
Home
2015