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Residential Care Frequently Asked Questions

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Care

  • Q What kind of a role can my family have in my care?+
    A

    Eldercare encourages family members to assist where they can. Your family members can become Family Partnership Volunteers as a part of Eldercare's Family Partnerships initiative. The initiative aims to ensure you receive the best care possible by offering your family the opportunity to play an active 'hands on' role in your care.

  • Q Will I need to be transferred if my care needs change?+
    A

    Eldercare supports ‘ageing in place’ where the level of care provided can be adjusted accordingly if your care needs change.

    Decisions about where you will live within your facility of choice will prioritise your wellbeing, protection and safety and take into account our ability to provide you with the best possible care. There may be times when we will need to reassess where you live within your chosen facility to ensure we meet these priorities. You will not be required to move out of your chosen facility but you may possibly be asked to move rooms if it is assessed that this is necessary for your wellbeing and for you to receive quality care.

    A comprehensive care plan will be created for you upon arrival and is regularly updated depending on your care needs. Please speak with your Site Operations Manager or Clinical Leader if you have any questions.

  • Q Is there someone I can talk to about my and my family's emotional wellbeing after the transition into residential care?+
    A

    Each Eldercare site has a dedicated Chaplain who provides a pastoral care service for residents and their families and friends. This pastoral care service is extended to everyone as your care needs change and relationships are adapting to meet the living realities of a family member in care.

  • Q How can I be sure that I will be safe, properly cared for, comfortable, respected and treated with dignity in an Eldercare facility?+
    A

    Eldercare’s 12 residential care facilities are accredited by the Aged Care Quality and Safety Commission (the Commission) who conduct regular unannounced audits.

    The Aged Care Quality Standards encompass eight standards:

    •  consumer dignity and choice
    •  ongoing assessment and planning with consumers
    •  personal care and clinical care
    •  services and supports for daily living
    •  organisation's service environment
    •  feedback and complaints
    •  human resources
    •  organisational governance

 

Accommodation and Pricing

  • Q What will I need to organise before applying for residential care?+
    A

    You will need an aged care assessment before applying for residential care. This involves a nurse, social worker or other health professional coming to your home and talking to you about how well you're managing in your day to day life. You will also need an assets and income assessment. View Eldercare's 10 steps to moving into residential care flowchart for the contact details and for further information.

  • Q Is the Refundable Accommodation Deposit (RAD) fully refundable?+
    A

    Yes, the deposit is fully refundable. However, you can elect to have the agreed Daily Accommodation Payment (DAP) deducted from the RAD in order to meet an agreed amount of accommodation payment.

  • Q How long do I have to pay if I choose a Refundable Accommodation Deposit (RAD)?+
    A

    You have six months from the date of entry to pay your RAD. You will still need to pay a Daily Accommodation Payment (DAP) until your RAD is paid.

  • Q How long do I have to decide about an offer of placement?+
    A

    A response is usually required on the day of offer or at least within 24 hours.

  • Q Who can I contact for further information regarding admission and fees?+
    A

    The financial implications of aged care are complex. If you have queries regarding your specific financial situation you may choose to seek independent financial advice. If you have queries regarding Eldercare's room pricing, payment options or general questions about the costs of residential care, please contact the Eldercare Residential Admissions team on 1300 925 414.

  • Q What can I bring into the facility?+
    A

    Most rooms will allow for small pieces of furniture along with personal items such as photos and trinkets. Beds, bedside cupboards, wardrobes and linen are all provided.

  • Q How do I apply for accommodation at an Eldercare facility?+
    A

    Once you have received your aged care assessment, you can apply for residential care at Eldercare by completing an application online. Alternatively, if you would like some guidance relating to your application, please contact the Eldercare Admissions team at 1300 925 414.

    We recommend that you submit your assets and income assessment information (refer to next FAQ) to Eldercare's Admissions team soon after submitting your Eldercare application.

  • Q How do I get a Combined Assets and Income Assessment?+
    A

    Call the Asset Assessment Team at the Department of Human Services on 1800 227 475 and ask for a Permanent Residential Aged Care Request for a Combined Assets and Income Assessment to be sent to you. Alternatively, you can download the booklet from the Department of Human Services website.

    Please note that this letter can take several weeks to arrive so we encourage you to submit the Combined Assets and Income Assessment Form as early as possible. 

  • Q How much does residential care cost?+
    A

    All residents will need to pay both care costs and accommodation payments. The amount you will pay for residential care is determined by your Combined Assets and Income Assessment (refer to previous FAQ) and can be different for every new resident.

    Eldercare accommodation prices can be viewed online. Alternatively, you can call the Eldercare Residential Admissions team on 1300 925 414 for further information.

  • Q Are there waiting lists for Eldercare facilities?+
    A

    Some of our facilities may have a waiting list as it can take some time for a residential care place to become available. When a vacancy arises, Eldercare staff will consider the applications already received and seek an applicant who meets the criteria for the accommodation being offered.

  • Q Can I look at a facility before applying for residential care?+
    A

    You are welcome to tour any Eldercare facility. Please contact the Eldercare Residential Admissions team on 1300 925 414 for further information and to book a tour. 

  • Q Will I be able to obtain a place in an Eldercare facility if I don't have any money?+
    A

    Aged care providers are required to provide a certain number of beds to residents who have limited financial means. The ratio of beds to be provided is prescribed by the Australian Government and depends on the location of the facility. Depending on your level of assets and income, part or all of your costs may be met by the Australian Government.

  • Q How do I pay my accommodation costs?+
    A

    When you enter care, you will need to choose how to pay for your cost of accommodation either via a Refundable Accommodation Deposit (RAD) or Daily Accommodation Payment (DAP) or combination of both. The DAP is calculated from the RAD amount at a government prescribed interest rate (MPIR).

    For example: A single room with an ensuite with a Refundable Accommodation Payment (RAD) of $400,000: Daily Accommodation Payment (DAP) = $400,000 x MPIR %/ 365 A resident can elect to pay a combination of RAD and DAP to suit their financial circumstances. Please refer to Eldercare’s online pricing calculator which can calculate the RAD/DAP combinations for you.

  • Q When do I have to choose how I pay for my accommodation costs?+
    A

    You will have up to 28 days after entering permanent residential care to select how your accommodation costs will be paid i.e. Refundable Accommodation Deposit (RAD) or Daily Accommodation Payment (DAP) or combination of both. During this 28 day period, you will need to pay the DAP whilst you make your decision.

 

Topical Issues

  • Q What is Eldercare's position on the Royal Commission into Safety and Quality of Aged Care?+
    A

    Eldercare is supportive of this Royal Commission. The Commission provides an opportunity to engage in a much-needed, constructive national discussion about the value of older people and the future of aged care. Eldercare also hopes that it will highlight the valued and important contribution of thousands of workers, volunteers and carers working in aged care.

  • Q What is Eldercare's approach to consumer engagement?+
    A

    Eldercare is committed to creating a service culture where consumers are actively involved in the decisions that impact their health and wellbeing outcomes.

  • Q Is Eldercare committed to diversity and safety?+
    A

    We welcome and respect the diversity that our residents, staff and volunteers bring to Eldercare.  We encourage and expect respectful behaviour from everyone who lives, works and visits Eldercare.  We do not accept any form of behaviour that vilifies or discriminates against someone else based on their beliefs, gender, sexuality, race or ethnicity.

    Eldercare supports our lesbian, gay, bisexual, transgender diverse and intersex (LGBTI) residents, staff and volunteers to ensure they feel welcomed and safe.  We are pleased to be participating in the Rainbow Tick Accreditation Program.

  • Q What is Eldercare's position on violence against women and children?+
    A

    Eldercare has a zero tolerance to any form of violence against women and children. Eldercare is a White Ribbon Accredited workplace and is proud to be part of this international movement aimed at stopping violence against women and children.

  • Q How is Eldercare contributing to environmental sustainability?+
    A

    Eldercare understands that being environmentally responsible is an important part of our business. We are committed to implementing actions to reduce our energy and emissions intensity, and other significant environmental impacts. Eldercare also accepts responsibility for supporting our people to take action in caring for our environment.

  • Q What is Eldercare's position on receiving feedback and the involvement of the media?+
    A

    Eldercare is committed to working in mutual partnership with our residents and their families to ensure that we provide satisfactory responses to concerns raised. Eldercare encourages residents and/or family members to approach Eldercare in the first instance if they have concerns.

  • Q What is Eldercare's position on the Australian Government funding model for aged care?+
    A

    Eldercare believes that aged care has not been adequately funded through appropriate indexation and acknowledgement of the increasing costs of providing care.

    Eldercare supports a funding model that does include contributions from those who can afford to pay for their accommodation and care. 

    A safety net should always be included in any funding system to ensure that those who need care receive appropriate care.

  • Q What is Eldercare's position on staffing ratios?+
    A

    Eldercare strongly supports aged care providers being held to account for providing quality care to residents and safe environments for staff but Eldercare does not support mandating staffing ratios as the skill mix of staff, their qualifications and training and the way they work are also critical as is the care model that recognises the acuity and changing needs of residents.

  • Q What does Eldercare think about unqualified care staff?+
    A

    Eldercare does not support the view that unqualified care staff should be employed in aged care services. Eldercare requires a minimum qualification of Certificate III for personal care staff.

  • Q Does Eldercare support students in aged care?+
    A

    Eldercare supports tertiary students being placed in aged care. We are committed to supporting the development of skills and knowledge in the aged care industry’s future workforce by providing exposure to purposeful learning experiences on placement and creating passion for working in the aged care industry.

  • Q What is Eldercare's relationship with the Uniting Church?+
    A

    Eldercare has always been strongly connected with the Uniting Church in South Australia.

    Eldercare is guided and motivated by the core values of our organisation – respect, accountability and connection – and by the Christian principles of the Uniting Church.

    Other than the Synod being the appointing body for Board membership and the approving authority for any changes to the Constitution, the Synod has no authority or involvement (direct or indirect) in Eldercare’s decision making, control of its management or implementation of its objects or its affairs.

  • Q What is Eldercare's policy on the prevention of elder abuse?+
    A

    Eldercare has a zero tolerance to any form of elder abuse and takes strong action to prevent this abuse and to support older people who have been abused.

  • Q What is Eldercare's position on the use of closed-circuit television (CCTV) cameras in resident rooms?+
    A

    CCTV monitoring can be very useful when used appropriately. CCTV cameras are installed in various locations around Eldercare residential care sites including corridors, stairwells, entrances and exits, car parks as well as shared dining and living areas in our Memory Support Units for residents living with dementia. Specific requests to install CCTV cameras in resident rooms will be considered on a case-by-case basis. Legal requirements must be met before CCTV is installed in resident rooms.

  • Q What is Eldercare's position on physical restraint?+
    A

    Eldercare introduced a Physical Restraint-Free Policy in 2017. When this policy was introduced, we removed all types of physical restraint. As an alternative to physical restraint, Eldercare uses a variety of strategies to keep residents safe and to meet their individual needs.

  • Q What is Eldercare's position on chemical restraint?+
    A

    Eldercare promotes an environment that focuses on person-centred, restraint-free strategies, rather than medication, to assist residents that are experiencing serious agitation or distress.

    Eldercare staff have been trained in non-pharmacological strategies to support residents who may experience agitation or distress. Eldercare only supports the use of anti-psychotics as an absolute last resort when all alternatives have been explored or when a resident has been diagnosed with a medical condition that requires medical treatment. Consent must be given by the resident (if they have capacity to do so) or by the resident’s representative before any treatment is provided and under the instruction of the resident’s General Practitioner.

  • Q What is Eldercare's position on medication management?+
    A

    Eldercare has a strict policy that medications are only administered by nurses. Eldercare has a strong view that only qualified health professionals should be managing medication administration for optimal resident safety and health outcomes.

  • Q Are there Registered Nurses on duty at all times?+
    A

    Eldercare is committed to ensuring that experienced Registered Nurses are on-site 24/7.

  • Q What is Eldercare's position on the new Aged Care Quality Standards?+
    A

    Eldercare agrees that the new Quality Standards, effective 1 July 2019, have the potential to be a significant move for the sector towards being more closely aligned with the needs of each older person, and for the accreditation process to look for the way organisations are enabling meaning, purpose and connectedness in each person’s life.

  • Q What is Eldercare's position on consumer-directed care (CDC) in residential care?+
    A

    Eldercare believes that embedding a consistent culture of individualised goal setting would be a good place to start reorientation to CDC within residential care. Eldercare is eager to see how the Australian Government intends to apply CDC in residential care but believes that whilst giving consumers more choice, the funding model to support this needs to ensure the services are viable and be underpinned by a supportive regulatory framework.