THINGS YOU NEED TO KNOW - Ascott Gardens - Residential Care Made For You - UPA of NSW Ltd
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Ascott Gardens THINGS YOU NEED TO KNOW Residential Care Made For You UPA RESIDENTIAL CARE INFORMATION HANDBOOK 1
About This Information Handbook – Ascott Gardens
UPA Ascott Gardens develops and delivers services guided by our values, professional code of conduct, relevant
legislation, al arrangements and accepted quality standards. This Information Handbook forms part of your
Agreement with UPA Residential Care services. It will provide you with the information you need to understand
the care and services we offer and how we can work in partnership to assist you in living the life you choose. This
includes information about your rights and obligations; how we respect and protect your privacy; what you can
expect from us; and how you can effectively communicate with us about your services. Our mission, values and
philosophy of care are the foundations that our service is built upon. The Aged Care Quality Standards guide the
basis for service delivery across UPA Aged Care services. The standards have you, the consumer at the core of
service delivery and ensure that you have the choice and control over decisions affecting your life.
Our Philosophy of Care
The United Protestant Association of NSW, (UPA) is a Christian organisation that aims to provide
quality service and care. We believe that every person we care for has the right to live in peace
with dignity, respect and security. That right does not diminish, irrespective of age.
We welcome people from all religious and cultural backgrounds. We convey compassion, kindness,
respect and honesty in our work. Our staff and volunteers encourage and empower those we care
for to choose their own path. Mindful of how we ourselves would like to be treated, we aim to
provide a caring atmosphere of Christian love and understanding.
When we have failed to live up to our Purpose, Values or Philosophy of Care we will seek to make
amends.
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 2
WELCOME FROM
THE TEAM AT
Ascott Gardens
We are delighted you have chosen
Ascott Gardens as your new home
and we take this opportunity to welcome you.
UPA values of Compassion, you choose supported and activities and services
Respect, Inclusiveness, assisted by our staff who available to you.
Kindness and Integrity are have specialised skills and Information also includes
at the core of what we do knowledge and who are the Charter of Aged Care
and are the key elements capable and caring. Rights and consumer
contributing to UPA’s responsibilities to ensure
excellence in aged care. We If you wish to have your your home is peaceful and
will encourage and family and friends involved enjoyable.
empower those we care for in your stay at Ascott
to choose their own path. Gardens they are invited to We ask that you read this
be as involved as you wish. handbook. Our friendly
Moving into Residential If you choose for them to be staff are here to answer any
Care is one of the most involved, they are welcome questions you may have.
important decisions you will to visit at any time and join
make. With the assistance in any social activities we Again, we welcome you to
of UPA, your friends and offer. Ascott Gardens and look
family, the move can be a forward to being of service
rewarding and positive This information handbook to you.
decision. Living in a UPA is designed to provide you
Residential Care Facility with information about Catherine Quick
enables you to live the life Ascott Gardens and the Care Manager
Your personal wellbeing and quality of life is important to us.
We put you first and you are the centre of everything we do.
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 3
Charter of Aged Care Rights I have the right to: 1. Safe and high quality care and services; 2. Be treated with dignity and respect; 3. Have my identity, culture and diversity valued and supported; 4. Live without abuse and neglect; 5. Be informed about my care and services in a way I understand; 6. Access all information about myself, including information about my rights, care and services; 7. Have control over and make choices about my care, and personal and social life, including where the choices involve personal risk; 8. Have control over, and make decisions about, the personal aspects of my daily life, financial affairs and possessions; 9. My independence; 10. Be listened to and understood; 11. Have a person of my choice, including an aged care advocate, support me or speak on my behalf; 12. Complain free from reprisal, and to have my complaints dealt with fairly and promptly; 13. Personal privacy and to have my personal information protected; 14. Exercise my rights without it adversely affecting the way I am treated. UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 4
Ascott Gardens Residential Care Community
Moving In • Specific care needs of you within the Ascott Gardens
Eligibility - to receive the as the prospective community
care and services offered by consumer • Respect the right of staff
a Residential Care facility you • Clinical nursing skills to work in an
will need to be assessed by and/or judgement that environment free from
the Aged Care Assessment may be required to harassment or
Team (ACAT) who will meet care needs exploitation
determine the level of • Availability and • Care for your own health
support you will be entitled accessibility of allied and well-being, as far as
to. Referral for an ACAT health services. you are able
assessment is made through There are some care needs • Inform the Care Team
My Aged Care and can be that are outside our scope. and your medical
initiated by your doctor, Please discuss with our Care practitioner, as far as you
family and/or friends, a Manager any concerns. are able, about relevant
service provider or self- medical history and
If your needs can be met by current state of health.
referral.
Ascott Gardens you may
My Aged Care can be need to go on a waiting list Power of Attorney
contacted on 1800 200 422 and provided with
or via the website https://
Financial Decisions
accommodation when a
www.myagedcare.gov.au/. Consumers and their
place is available to meet
representatives are
Suitability - if you have a your needs.
encouraged to manage their
current referral code and If your care needs cannot be own financial affairs. With
wish to live in a UPA facility, met by Ascott Gardens. UPA that in mind an Enduring
our Care Team will assess will assist you and your Power of Attorney is strongly
you utilising any available family to go back to My Aged recommended so that they
reports from health Care to find a suitable can take over if health fails.
professionals including the service.
ACAT assessment. This will If an individual is unable to
For the safety of all residents nominate an Enduring Power
assist in determining if your
and staff, electronic key-pad of Attorney due to their
needs can be met by the
mechanisms are in place to current level of health, it
facility. In some
enter and exit the facility. may be necessary to apply to
circumstances we may need
The access code is available NSW Civil and Administrative
to also seek other
on admission to the service. Tribunal (NCAT) for a
professional advice and
assessment. financial management order.
Living in Harmony With
In order to meet your needs Others
Ascott Gardens will need to In order to ensure your
consider: home is a pleasant and
• Needs of existing comfortable place to live we
consumers request that you:
• Staffing levels • Respect the rights and
• Staff skill mix needs of other people
• Building layout
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 5
Healthy and Lifestyle is to be destroyed will be respect at all times and to
Decisions done so in a secure manner. only discuss consumers
Any consumer who wishes to information within the
An Enduring Guardianship is
access information held by context of their care.
a legal document which
UPA in respect of themselves Enquiries from relatives and
allows a nominated person
can do so. UPA will ensure other individuals not
to make health and lifestyle
that all personal and nominated as able to receive
decisions on your behalf if
sensitive information and information will be directed
and when you are unable to
data collected will only be to the Care Manager.
do so.
We recommend that all released to the following Under no circumstances shall
consumers nominate an people: an employee become
Enduring Guardian so • Consumer, employee, involved in the personal
decisions for care and volunteer, young person - business affairs of a
lifestyle can be implemented this information will be consumer, such as
if you are unable to choose released on request by witnessing of Wills, acting as
yourself. the individual in relation Power of Attorney or being
to their own records. Executor or beneficiary of an
As with Power of Attorney,
the appointment of a • Other health estate of any individual
professionals - if the need unless they are a close
Guardian must be made
arises and as required. relative.
whilst you have the capacity
to do so. • Family members or other Any concerns or complaints
persons who have been regarding a breach of
designated to access confidentiality or privacy can
Privacy and be made through the
information on behalf of
Confidentiality the consumer, employee, complaints or grievance
UPA recognises that it holds volunteer or young procedures on page 21. Any
a position of trust in person. concerns or complaints will
obtaining and keeping • Statutory bodies as be treated confidentially and
personal and sensitive required - the person impartially and will be
information. We will only whose information is managed promptly.
collect information as and passed on will be
when it is required to informed if this happens.
provide a service or to meet
We ask you to sign a consent
regulatory requirements.
form which approves this.
Any information that has
You may access your
been obtained will be
personal information by
treated in the strictest of
contacting the Regional or
confidence and with respect
Care Manager who will
to the right to privacy or
make the arrangements.
each consumer.
All UPA employees and
We maintain all personal
volunteers sign a
information in a safe and
confidentiality agreement
secure place with access only
as part of their induction
by appropriate people. Any
process. They are educated
confidential information that
on treating the consumers
personal effects with
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 6
Authorising others to bring it to the attention of
Act for You Fire Safety and Hazard staff immediately.
You may nominate a person Identification When the fire alarm is
to be your representative in Fire safety within all UPA activated, consumers are
some or all dealings with facilities is an ongoing requested to remain in their
UPA on your behalf. The concern for us all. It is for room if it is safe or remain
person may be a family this reason that: where they are until a staff
member, friend or person member collects them or
• Electric blankets are not directs them to the safe
from an advocacy service.
allowed area.
You must nominate your
representative in writing, • All electrical equipment
Training evacuations will
and this person will then must be tagged
occur on a regular basis and
continue to be your • Smoking is not allowed in
consumers and visitors are
representative until you any building
requested to follow all
cancel the arrangement in • No double adaptors are
instructions to assist in this
writing. UPA will work in to be used
process.
partnership with you and Fire safety equipment in the
your representative when facility includes:
making decisions about your
health and wellbeing. • Smoke detectors
• Sprinklers
• Direct line from our fire
Workplace Health and
panel to the fire brigade
Safety • Hose reels
The workplace health, safety • Fire extinguishers/fire
and welfare of all persons blankets
employed within the • Emergency information
organisation, consumers, tags
volunteers, contractors, and
If you see anything that you
others visiting Ascott
believe is a hazard, please
Gardens is very important to
us. Resources will be made
available to comply with all
relevant Acts and
Regulations and to ensure
that the workplace is safe
and without risk to health.
We ask that you and your
family and friends take
responsibility to ensure that
none of your actions put
others at risk.
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 7
Accommodation movements without Meals and Dining
Services intruding on privacy. All meals, including morning
You will have a single room and afternoon tea, are
with ensuite bathroom Telephone cooked on site and served in
facilities. All rooms are fitted Each room has its own the dining room or delivered
with curtains, blinds, floor private line. UPA can assist to your room if you wish.
coverings, light fittings, consumers with the Flexible mealtimes are
heating, cooling and an installation of a phone and available with consumers
emergency call system. help arrange the payment of able to serve themselves
all bills. breakfast if they wish.
Each room has:
Menus are planned in
• Bed, mattress, pillows,
Items To Bring With You consultation with a dietician
bed linen, blankets and
You are encouraged to bring with special dietary
absorbent or waterproof
some family photos and requirements and likes and
sheeting
mementos for your wall. If dislikes catered for. Seasonal
• Bedside locker
there are other items you menus are discussed with
• Wardrobe space consumers and favourite
wish to bring, please speak
• Bedside chair meals are included as much
to your Care Manager. Larger
• Bath towels, face as possible.
items may cause access
washers, soap, toilet
issues for equipment and All UPA facilities are audited
paper and towel rails
staff and may not be annually by the NSW Food
• Container and mesh bag
suitable. A more detailed list Authority or their 3rd party
for your personal laundry
of suggestions can be found auditor to ensure food
Some people like to bring at page 19. served is of the highest
their own bedspread, doona possible standard.
or quilt as this helps to
personalise their room.
Maintenance Visitors are requested not to
Should you require bring pre-cooked or frozen
There are furnished dining, additional hooks or food into the facility and ask
lounge and recreation areas maintenance to your room staff to heat it for you. We
throughout the facility. please advise staff and it can are bound by strict food
be organised by our standards to ensure the
Emergency Call maintenance staff. Any highest food safety is
Pendants/Buttons damage that has occurred to maintained. Refer to
the room or building should www.foodsafety.asn.au for
Every consumer is provided be brought to the attention detailed information.
with an emergency call of a staff member or the
pendant or button. The Care Manager immediately.
pendant/button is used to
alert staff if you need
assistance. Cleaning
A complete cleaning and
The use of emergency
linen service is provided daily
pendant/buttons are
for all consumers.
monitored by a system of
electronic sensors and
monitors designed to alert
staff of consumer
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 8
Visiting Dignity and Choice Choosing Your Services Ascott Gardens is your home During your stay at Ascott A comprehensive range of and as such your family and Gardens your right is to be services is available for friends are welcome at any treated with dignity and consumers to choose from. reasonable hour as long as respect and to maintain your In addition to services they respect the rights of unique identity. You are available from within Ascott other people living here. We encouraged to make Gardens, access to a wide encourage you to maintain informed choices about your range of other health and as much community contact care and services and to live lifestyle services in the local as possible. We ask that the life you choose. community are also visitors be mindful of the We will respect your privacy available. Some external needs of all consumers with and will maintain any services visit Ascott Gardens regard to noise and privacy. information about you and our staff and your family Visiting children must be according to privacy or friends will assist you to accompanied and supervised legislation and best practice get the other services. by an adult. guidance. A community visitors’ scheme is available for those who request it. Please see the Care Manager for this to be arranged. Visitor Meals If you would like a visitor to join you for a meal, we request you let us know so that a place may be set for them. There will be a charge for this service that can be billed to your account. Please contact the staff to organise this service. Special Occasions If you are having a birthday, anniversary or other special celebration, arrangements can be made with the Care Manager to have an area made available to you and your family/friends. UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 9
Care Planning Medical Care Medication
Ascott Gardens is your home Ideally your own doctor will All tablet medications are
and you have the right to be able to continue to packed in Webster blister
privacy and dignity, to provide care after you move packs. If you are given a
maintain your identity and in to Ascott Gardens. If your prescription at a medical
for us to support your preferred doctor is unable to appointment, please return it
choices about your care and continue to provide medical to the facility and they will
services so you can live the care and attend Ascott make sure your medications
life you choose. Gardens, then we can are delivered by the
pharmacy.
During the first month of provide a list of visiting
doctors for you to choose Before attending any medical
your stay, we will work with
from. It is your responsibility appointment, we ask that you
you to complete a
to organise the change of collect a folder from the
comprehensive suite of
doctor if it is necessary. The registered nurse which
assessments to determine
doctor you choose should be contains doctors’ progress
your clinical and care needs
willing to attend Ascott notes and your medication
as well as your individual chart. This is an important
preferences. The information Gardens if you are too
part of the communication
is then used in partnership unwell to go to their surgery.
process, so we are aware of
with you and/ or your For routine visits your family
any changes in your care or
representative and other may escort and transport medications. The cost of
health providers to you or this service can be medication is the
formulate an individualised arranged on a fee for service responsibility of each
care plan. The care plan is basis. consumer.
confidential and only Consumers are reviewed by Consumers and their family
accessible to staff and their nominated doctor at and representatives are asked
healthcare providers least every 3 months. An not to purchase over the
involved in your care and after hours Doctor and/or counter medications before
services. the local hospitals may be checking with their doctor.
Quarterly evaluations are utilised for after-hours Some over the counter
made with you or your medical treatment. Referral medications can react
representative to see if any to appropriate specialists adversely with prescribed
changes to your care plan and allied health services is medications. UPA staff are
are required. Periodic Care made as required by the unable to administer any
Conferences are also held attending doctor and nursing medication without a legal
with you and your family or staff. order from your doctor.
representatives you have If you feel unwell or have an
decided should be involved accident, please notify staff Allied Health
in your care. immediately to ensure When required, assessments
will be performed by qualified
appropriate preventative
Health Professionals including
and medical action is
physiotherapist, dietician etc
initiated without delay.
and an individualised care
plan developed with you
depending on your needs. The
recommended care is carried
out by staff and regularly
reviewed.
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 10https://www.health.gov.au/sites/d exercises, art and craft
efault/files/documents/2020/01/ca classes, bus outings, picnics
Podiatry re-and-services-in-aged-care-
A Podiatrist visits every 6-8 and BBQ’s, table games,
homes-information-for-approved-
weeks for residents with providers.pdf
cooking, shopping outings,
podiatry needs. pampering, nail care and
Religious Services happy hour. The activities
Transport to Interdenominational services program is published each
open to all consumers are month, so you know what is
Appointments coming up.
held at Ascott Gardens.
Families are encouraged to
Clergy also visit regularly. Consumers are encouraged
accompany consumers to
You will find the services and to enjoy the beautiful
appointments outside of the
times they are held in your gardens and walkways
facility. Accompanied
activities calendar. surrounding the facility.
transport may be organised
to medical appointments if Tours are organised visiting
required. There is an hourly Shopping different attractions in the
cost for this service. Ascott Gardens consumers local area. If you have an
can shop for small items at interest in gardening, you
Personal Care Services the kiosk located at Ascott are welcome to assist in the
Gardens. The kiosk is open care of gardens.
A complete range of
Thursday 1-2pm. Please see We have specialist activities
personal care services are
reception for anything staff dedicated to providing a
provided by Ascott Gardens
urgent. fun and varied program.
staff.
Please speak with the RAO
Specified Care & Leisure Interests and about any activities including
Services Activities those you might like to have
A variety of activities are added.
The Aged Care Act sets out in
available for your enjoyment.
detail the specified care and
You are able to participate in
services that are available on activities such as daily
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 11Hairdresser
A hairdresser is available at
Ascott Gardens on Tuesday,
Wednesday & Thursday.
Staff can assist with making
an appointment.
Laundry
Laundering of your clothes is
part of our service. We have
industrial washing machines
and driers and are unable to
handwash, dry clean or
provide special cleaning
process for delicate fabrics.
Please bring clothing that underwear is the For State elections, (name of
can withstand hot machine responsibility of you and facility) is a recognised
washing and a drying cycle. your family/representative. polling station. For all
If you have garments federal elections’ consumers
requiring special care we ask Library must fill in a postal vote or
that your family and/or A small library is available for arrange for a family member
representative attend to use. or friend to take you to a
these. polling booth. Alternatively,
Mail it is possible to apply to have
Please have all clothing your name removed from
clearly marked with your Mail is delivered each
weekday with a collection the electoral roll.
name. We can arrange for
clothes to be labelled with also taken for any items you
the charge allocated to your wish to post. Please hand Newspapers
monthly account. your item to be posted with Daily delivery of newspapers
suitable postage stamps to a can be arranged at your cost.
We ask that clothes not be staff member.
washed within your room or
ensuite. For safety reasons
Change of Address
washing or ironing should
It is important that you
not be done in consumer’s
notify the post office and any
rooms.
other organisations/services
You will need an adequate with whom you have contact
supply of clothes for day to of your new address which
day use. Please discuss your is: 83 Spring St, Orange NSW
individual requirements with 2800
the care manager or
registered nurse. Clothing Electoral Roll / Voting
should be adequate in size, You will need to organise a
design and material to assist change of address form with
with ease of dressing and the Electoral Office within
undressing. The upkeep of one month of moving into
your clothing including (name of facility).
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 12Security of Tenure • The consumer no longer consumer’s authorised
Within the Facility requires the care representative).
Consumers will not be provided at the facility If an assessment is
required to move rooms • The consumer has not made that the present
within the facility unless: paid any agreed fees to accommodation and care
UPA within 42 days after available will not meet the
• The move is at your
the day they became consumer’s care needs, the
request
payable, for a reason following process will be
• You agree to move after
within the consumer’s taken into accordance with
being fully consulted and
control section 23.5 of the User
without being subject to
any pressure • The consumer has Rights Principles.
• The move is necessary on intentionally caused 1. A written notice will be
genuine medical grounds serious damage to the provided outlining
facility, or serious injury • The decision the reasons
• The position in the facility
to a UPA employee, for the decision
becomes an extra service
volunteer or another • The date when the
place and you elect not to
pay the extra service fee consumer or visitor to the consumer is to leave (this
facility
• The move is necessary to must be at least 14 days
• The consumer is away after the date of the
carry out repairs or
improvement to the room from the facility for a notice)
continuous period of at • Consumer’s rights about
where the facility
least 7 days for a reason leaving, including the
operates. You have the
right to return to the bed other than a reason right to access the
permitted by the Act. complaints resolution
or room if it continues to
exist as a bed or room for As a consumer’s care needs mechanisms,
consumers when the increase during their period independent complaints
repairs or improvements of residency, the facility will processes, and an
are finished. communicate with the advocacy service
Any move would be consumer and/or their 2. UPA will not take action
made in consultation relatives/representative at to make a consumer leave,
with you and your family case conferences, and the or imply that the consumer
or representative, and conferences will be must leave before suitable,
only after assessment by supported by written affordable, alternative
qualified personnel. communication. accommodation is available
If the facility can no longer that meets the consumer’s
Leaving the Facility provide accommodation and long-term care needs.
UPA can ask a consumer care suitable for the
to leave the facility in the consumer, the consumer will
following circumstances: be assessed by:
• The facility is closing • An aged care assessment
• The facility can no longer team, or
provide accommodation • At least 2 medical or
and care suitable for the other health practitioners
Consumer, having regard (one must be
for the consumer’s long independent of UPA and
term assessed care needs be chosen by the
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 13Fees & Accommodation 20 September each year in Information on the
Payments line with increases to the age governing rules of aged care
Basic Daily Fee pension. The Department of means test assessments,
A basic daily fee is used to Human Services will let you including deemed income
contribute towards your day- know when the increases and exemptions, is available
to-day living costs such as occur but you can also find on the Department of
meals, cleaning, laundry, the current rates of the basic Human Services website. For
heating and cooling. daily fee on the schedule of more information about how
Everyone entering an aged residential fees and charges residential aged care can
care home can be asked to published by the Department affect Centrelink payments,
pay this fee. on their website. contact the Department of
Means-tested Care Fee Human Services Centrelink
How is the Basic Daily Fee directly on 132 300.
Rate Worked Out? This is an additional
For new consumers, the contribution towards the Accommodation Payments
maximum basic daily fee is cost of care that some This is for your
85% of the single pension people may be required to accommodation in the
rate of the basic age pension. pay. The Department of home. Some people will have
Human Services will work their accommodation costs
Further information on the out if you are required to pay met in full or in part by the
age pension and a full list of this fee based on an Australian Government,
current rates is available on assessment of your income while others will need to pay
the Department of Human and assets and will advise the accommodation price
Services website. you of the amount. Please agreed with the aged care
If you are a veteran, you may note that if you are a home. The Department of
be eligible for assistance member of a couple, half of Human Services will advise
from the Department of your combined income and you based on an assessment
Veterans’ Affairs. For more assets are considered in of your income and assets.
information contact the determining your means- How Much Will I Be Asked
Department of Veterans’ tested care fee, regardless of To Pay For My
Affairs on 133 254 or 1800 which partner earns the Accommodation?
555 254 (for regional callers). income or owns the asset. The amount you can be
How will I know what rate I There are annual and asked to pay for your
should pay? lifetime caps that apply to accommodation will be
When you enter an aged the means-tested care fee. based on your income and
care home you will have to Once these caps are reached, assets, and will generally be
lodge forms with Centrelink you will not be asked to pay one of the following:
requesting a financial any more means-tested care • No accommodation costs:
assessment. Thereafter you fees. Any income-tested care if your income and assets
will receive a letter from the fees you have paid in a Home are below a certain
Department of Human Care Package prior to moving amount, the Australian
Services confirming your into an aged care home will Government will pay your
maximum basic daily fee. also contribute to your accommodation costs.
Will My Basic Daily Fee annual and lifetime caps.
Increase? Aged care Means Test
Yes. Your basic daily fee will Assessments
be indexed on 20 March and
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 14• An accommodation You must pay your You are able to request an
contribution: if you are accommodation costs by the assessment prior to entering
required to pay part of rental-type payment aged care. The initial fee
the cost of your method, until you decide on notification advice you
accommodation, the your ongoing payment receive will be valid for 120
Australian Government method. days unless there is
will pay the rest. How Are My Income and significant change in your
• An accommodation Assets Assessed? circumstances in which case
payment: if you are you will be required to notify
Everyone moving into an the Department of Human
required to pay for the
aged care home for the first Services (or Department of
full cost of your
time from 1 July 2014 will Veterans’ Affairs).
accommodation. This is
need to complete and lodge
currently $400,000. The Department of Human
an income and assets
The Department of Human assessment form with the Services (or Department of
Services will advise which Department of Human Veterans’ Affairs) will
applies to you based on a Services which will be used conduct your income and
financial assessment of your to determine their costs. asset assessment. They will
income and assets. advise you and the aged care
Please note that if you are a home if you can be asked to
How Do I Pay My member of a couple, half of
Accommodation Costs? pay your own
your combined income and accommodation costs or
You can choose to pay your assets are considered in the
accommodation costs by: whether you are eligible for
income and assets some assistance with our
• A lump-sum style assessment, regardless of accommodation costs.
‘Refundable which partner earns the
income or owns the asset. If you do not complete and
Accommodation Deposit’
lodge the income and assets
(RAD) - a maximum of You must lodge this form assessment form, you will
$400,000 even if you currently receive not be eligible for any
• Rental-type payments a means-tested income Australian Government
called a ‘Daily support payment from the assistance towards your aged
Accommodation Department of Human care accommodation costs.
Payment’, (DAP) or Services or the Department This means your service
• A combination of both. of Veterans’ Affairs (such as provider may ask you to pay
Why not consider a 50/50 the age pension or the the maximum
split between RAD and service pension), although in accommodation payment
DAP? The daily payment this case you will not need to you agreed with the provider
can be charged against complete some of the details before you entered care with
the RAD. We are flexible on the form. them and the full cost of
– please discuss your
your care.
options and seek financial
advice as needed. Are There Any Provisions
For Financial Hardship?
You have 28 days from the
If you believe you will face
day you entered care to
financial hardship in paying
decide your payment
your aged care costs, you can
method.
ask to be considered for
financial hardship assistance.
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 15Unpaid Fees amount is paid in full or if move to another facility
Interest will be charged on prescribed by the Aged without giving us at least 14
any fees that are outstanding Care Act, when you cease days’ notice, your
for more than one month. to be provided with care, Refundable Accommodation
UPA may also take legal whichever is the earlier. Payment (RAD) balance will
action to recover any Refund of Accommodation be refunded within 14 days
amounts outstanding Payments of your written notification,
including the cost of If you cease to be a or within 14 days of your
recovery. consumer of a UPA facility, departure if you do not
If you fall behind in paying the balance of your notify us before the day of
your fortnightly fees by more Refundable Accommodation your departure.
than 42 days and it is within Payment (RAD) refunded Returning To The
your control to avoid doing after deducting: Community
so, UPA may ask you to leave • any outstanding interest In the event of your return to
the facility. for late payments the community the balance
Interest On Late Payments • any outstanding fee of your Refundable
Any money due by you to us amounts Accommodation Payment
under this agreement which If there is an amount owed (RAD) will be refunded
is not paid by the due date to UPA this must be paid within 14 days.
will attract interest at the Death
prior to your departure.
rate prescribed under the In the event of your death,
Transferring To Another UPA will refund the
Aged Care Act for that type Facility Refundable Accommodation
of payment or if no rate is If you transfer to another Payment (RAD) balance in
prescribed, at the rate of the facility, we will refund your accordance with legislative
then current maximum Refundable Accommodation timeframes which currently
permissible interest rate Payment (RAD) balance on are within 14 days after
MPIR (unless we expressly the day you leave, provided receipt of probate or letters of
waive the payment of that you notify us in writing administration. Refund will be
interest in writing), of the move at least 14 days by way of a cheque, made
compounding on the sooner before your departure. If you payable to “Estate of the Late
of:
• The first permitted date
by the Aged Care Act
• The date the relevant
payment is reviewed or
again charged; and
• Each calendar month.
• Interest is calculated and
applied to the period
commencing on the first
day permitted under the
Aged Care Act or
otherwise monthly after
the date the money
becomes payable, and
ending on the date the
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 16......” and no other party. The To support this process, RAD Register
cheque will be forwarded to liquidity levels are carefully UPA maintains a RAD & Bonds
either your Solicitor or monitored to ensure that UPA Register which includes
Executor. is always able to repay information about all RADs
Refunds of less than $50,000 Accommodation Bond and bonds that are held by
do not require probate but a balance. the organisation.
deed of release must be Any information requested You will be supplied with a
signed by the executors regarding the details of the copy of your entry on the
named in the will, or if there RAD you have paid to us will bond register twice in each
was no will, a deed of release be provided to you or the financial year.
must be signed by the next of party entitled to receive such You are welcome to request
kin or family. The deed of information within 7 days as at any time a copy of your
release will have to be required by the Prudential RAD register or the most
produced and the cheque will Compliance provisions. recent statement of our
be made payable to “Estate of UPA will provide you with a audited accounts. This
the late ....” and no other written statement detailing information will be supplied
party. The cheque will be our compliance with to you within 7 days of your
forwarded to the executor or legislative Prudential written request.
your estate. requirements within four The RADs & Bond Register
Leave Entitlements months of the end of each records information
You are entitled to Social financial year. pertaining to lump sum
Leave of up to 52 days per The statement will be accommodation bond
financial year provided you approved by our Directors or payments only.
notify UPA before taking such other key personnel, and
leave, and unlimited hospital Should you require any
certified or qualified by an
leave. While away on leave or clarification on the fees and
independent auditor or
in hospital your fees will accommodation payments,
accountant.
continue to be charged. you can contact our
If you are considering care in accountant on 02 6362 7820.
If you are away from the one of our facilities, we will
facility on social leave for give you a copy of our most
more than 52 days in a year, recent Prudential Compliance
UPA will lose the statement.
Commonwealth Government
subsidy for your
accommodation so you will be
charged this amount in
addition to your usual fees.
Refundable Accommodation
Deposits Guarantee
UPA guarantees to repay your
Refundable Accommodation
Deposit (RAD) balance in
accordance with the
Prudential Compliance
provisions of the Aged Care
Act.
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 17Other General Information consumer. Please see the made directly to the
food safety brochure for pharmacy. Or through your
Alcohol further information, and also monthly account from UPA.
Consumers and visitors may page 8.
consume moderate amounts Volunteers
of alcohol unless If a consumer has a Volunteers contribute to the
consumption results in refrigerator in their room it is consumer’s quality of life
behaviour that infringes on the consumer’s and family’s and their general well-being.
the rights of other people responsibility to maintain its If you would like to be
living or visiting the facility. cleanliness and to regularly involved formally as a
Your doctor should be defrost it. volunteer on a regular basis,
consulted to ensure the Electrical Appliances please contact the Care
consumption of alcohol is All electrical appliances Manager.
appropriate with your brought into Ascott Gardens
prescribed medication.
Fixtures / Fittings &
must be tested and tagged
Furnishings
Aged Care Diversity by a suitably qualified person
You are responsible for any
and approved by the Care
Framework Manager.
damage to the room or
The framework is an fixtures and fittings excluding
overarching set of principles Double adaptors are NOT to damage incurred due to
designed to ensure an be used at any time. Power normal wear and tear, fire,
accessible aged care system boards fitted with surge lightening or storms.
where people, regardless of protection and overload The following is a list of
their individual social, protection are permissible. fixtures included in your room
cultural, linguistic, religious, Electric blankets are not to prior to moving in:
spiritual, psychological, be used due to the potential • Floor coverings
medical and care needs are of fire and health risks. • Curtains
able to access respectful and Money & Valuables • Light Fittings
inclusive aged care services. • Smoke Detectors
All consumers are provided
At UPA we strive to ensure a • Build in Wardrobes
with a lockable drawer in
safe and inclusive • Toilet
their bedroom. All money
environment for our • Shower
and valuables should be
consumers and staff. A copy • Vanity unit
securely locked in the drawer
of UPA’s Diversity • Taps
and your room door locked
Framework is available on whenever you are not there. Requests for repairs should be
request. We recommend that nothing made to the care staff with
Food Safety of significant monetary or consumers agreeing to allow
sentimental value be entry to authorised repairmen
Requirements as required.
brought into the facility.
Due to food safety UPA is not responsible for You must not alter or add to
regulations we request that any valuables that are lost. the room in any way without
pre-prepared food is not the prior consent of
brought into the facility. Low Pharmacy Accounts management.
risk foods such as chocolates Pharmacy accounts for
Note: Any fixtures added by
are acceptable. Any food medication are either billed
the consumer will remain the
brought in should be given to directly from the pharmacy property of UPA when the
staff and not directly to the and payments are to be consumer leaves the facility.
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 18COMPASSION
RESPECT
INCLUSIVENESS
KINDNESS
INTEGRITY
Things to Bring • Nominated funeral • 5 sets of winter outer
To ensure your room is your director clothing
home you are encouraged to • Nominated religion (if • 1 winter dressing gown
provide some items that applicable) • 3 lightweight cardigans
make your room feel like • Name, address and Miscellaneous:
home and familiar to you. telephone number of • Toiletries bag
Please speak to the Care person responsible for • Photo album
Manager about the items paying accounts
you would like to bring to • A few familiar dressing
• Enduring Power of table items
make sure we can Attorney
accommodate your request • Picture or print to hang
• Enduring Guardianship
and assist when you need it. • Sunhat
• Guardianship of financial
• Toothbrush box
All furniture and belongings management orders from
• Denture box
must be clean and in good NCAT
• Comfortable chair
repair prior to being brought • State Trustee details (if
• Bedside table
into the facility. applicable)
• Overnight bag for
Administration items The following list of clothing emergency admission to
needed: is a basic list of requirements hospital
• Medicare card for you to bring:
People living with dementia
• Pension card • 7 complete sets of under
or other life and health
• Repatriation (DVA) card garments (underpants,
needs may need additional
(if applicable) singlets, bras)
items.
• Pharmaceutical Benefits • 5 summer night
Scheme (PBS) card dresses/pyjamas
• Taxi Card (if applicable) • 1 summer brunch
• Current nominated coat/shave coat
Doctors name, address • 5 winter night
and telephone number dresses/pyjamas
• Next of kin details • 5 sets of summer outer
clothing
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 19Feedback & Complaints If you would like to raise a and behaviours needed for
An important part of UPA’s complaint about the services continuous learning and
continuous improvement you are receiving from UPA, service improvement in
process is listening to and the UPA Consumer Feedback partnership with the
acting upon things we could and Complaints Flowchart consumer and their support
do better as well as sharing below outlines the steps you network.
things we do well across the can take to make that Open disclosure is the open
organisation. happen. We encourage you discussion that an aged care
to speak with us in the first provider has with consumers
Whilst being part of the UPA
instance as often things are when something goes wrong
community, you may have an
easy to fix once we know that has harmed or had the
idea or suggestion that can
about it. potential to cause harm to a
help us improve our service
to you. We would also love You also have the right to consumer. Harm may be
to hear about what we are contact the external agencies physical, psychological or
doing well. We encourage listed in the flowchart. social resulting in loss of
you to use our Feedback quality of life, impairment,
Open Disclosure
Form, available near the suffering, injury, disability or
UPA promotes and fosters an
front door or reception. death. At UPA once we are
environment and culture
aware of an incident or event
Compliments that, through honest
that has caused harm or had
If you are happy with the discussion, encourages
the potential to cause harm
care and services you learning needed to improve
we acknowledge and
receive, we welcome and care and services. Honest
apologise regardless of the
encourage verbal or written and timely disclosure to
circumstances.
compliments. If you consumers is expected from
compliment a specific staff all staff.
member, volunteer or team, Open disclosure underpins
we will make sure your the organisational culture
compliment is passed on so
that they can be recognised
for their service to you. To
pass on a compliment please
speak to the Care Manager
or contact the Regional
office on 02 6362 7820.
Complaints
We welcome you raising any
complaint or concern about
the services provided to you
whilst you are living at Ascott
Gardens. All feedback is
treated in confidence and
will not affect the quality of
support you receive or any
other dealings you have with
UPA.
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 20UPA Consumer Feedback and Complaints Process
Do you have a comment, complaint or suggestion?
UPA regularly seeks input and feedback from consumers, carers, the workforce and others to inform
continuous improvements for individual consumers and the whole organization.
We encourage you to provide feedback and make complaints.
Internal Procedure External Procedure
Whilst UPA aims to resolve any issues
You may provide feedback or make a
promptly and to the satisfaction of all
complaint by:
concerned, we also accept that there are times
• Completing the Form found near the when this is not enough.
suggestion box in the facility or in your External services are listed below.
Information Folder for Home Care
Consumers.
• Speak with a staff member who will assist
• Seniors Rights Service – 1800 424 079. SRS
in documenting your feedback or
is a community organization dedicated to
complaint.
protecting and advancing the rights of
• Sending an email to
older people, particularly vulnerable and
ascott@centralwest.upa.org.au
disadvantaged groups.
• By mail PO Box 8090, Orange NSW 2800
• Stopline – 1300 304 550. This is a
• Phone the Care Manager on 02 6362 2201
confidential, independent service offering
a 24hr Whistle-blower Hotline Service.
• Aged Care Quality & Safety Commission –
Once your feedback or complaint has been 1800 951 822. ACQSC’s aim is to protect
received by the Manager: and enhance the safety, health, well-being
• You will be contacted within 48 hours to and quality of life of people receiving aged
discuss your concerns or feedback. care.
• If something has gone wrong that has
harmed or had the potential to cause
harm, we will apologise regardless of the
circumstances.
• We will discuss the plan to resolve your
issues and encourage you to participate in
the process if you wish.
• Keep you updated on the progress of the
investigation process weekly and seek
feedback on your satisfaction.
• Meet with you and/or your representative
to discuss the outcome and resolve the
issue to your satisfaction.
If you are not satisfied with the outcome of
the process you may contact:
The Regional Manager on 02 6362 7820 Or
The UPA General Manager on (02) 8998 5600.
UPA RESIDENTIAL CARE INFORMATION HANDBOOK 21GLOSSARY
ACAT Aged Care Assessment Team
ACQSC Aged Care Quality & Safety Commission
Consumer This term sometimes causes offense. When the new Quality Standards
commenced in July 2019 the Federal Government mandated its use. Some
of our homes have consulted with their communities and use the term
‘residents’ instead.
DAP Daily Accommodation Payments
DVA Department of Veterans Affairs
MPIR Maximum Permissible Interest Rate
NCAT NSW Civil & Administrative Tribunal
PBS Pharmaceutical Benefits Scheme
RAD Refundable Accommodation Deposits
SRS Seniors Rights Service
UPA United Protestant Association of NSW Limited
UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 22NOTES UPA RESIDENTIAL CARE INFORMATION HANDBOOK – 20/01/2022 23
upa.org.au
COMPASSION ⧫ RESPECT ⧫ INCLUSIVENESS ⧫ KINDNESS ⧫ INTEGRITY
UPA RESIDENTIAL CARE INFORMATION HANDBOOK 24You can also read
