02020603050405020304030f0702030302020204 · web viewtea and coffee available 24 hrs per day with...

Lithgow Aged Care Ltd38 Maple Crescent Lithgow NSW 2790 Ph: 6352 3313 Fax: 6352 1270

email: [email protected]

LITHGOW AGED CARE LTD

Resident Handbook

“Working with Residents and the Community as Partners in Care”

1/tt/file_convert/5f2eec1ae2dcd5689b6c1613/document.docx April 2014. Updated March 2015CEO Reviewed July 2016CEO Reviewed July 2017CEO Reviewed February 2018CEO Reviewed April 2019

mailto:[email protected]



OUR MISSION

Working with Resident and the Community as Partners in Care.

OUR VISION

To be a leading provider of quality aged care services

OUR GUIDING PRINCIPLES

Dignity, Comfort, Respect and Trust.

ORGANSATION STRUCTURE





Accommodation

“Cooinda Lodge”

Our Cooinda Lodge is situated opposite Lithgow parklands and is a short distance (approximately 2 kilometres) from the Shopping Centre at the heart of Lithgow. The facility is in close access to Community Centres, churches, leisure centres, clubs, theatre and library.





Access by Public Transport is available via train to Lithgow and a bus can then take you straight to the facility. Alternatively a taxi service (including wheelchair taxi) is available from the station.

Size and Amenity of Rooms

Single RoomsThe single rooms are approximately 15 m2 and are kept clean and tidy by the friendly staff of Lithgow Aged Care Ltd. Residents are encouraged to bring in some of their favourite furniture pieces and mementos of earlier years. All other furniture is in keeping with the style of the building to provide a welcoming and homelike environment. All beds are fully electronic to enable care to be delivered with safety and the least disruption to the resident. Each room has the availability for residents to provide their own television.

Persons in each Room

Cooinda has 45 single rooms and 2 rooms put aside for married couples. All residents in Cooinda have their own private accommodation.

Shared Bathroom or En-suite Facilities

All residents’ rooms have their own en-suite facilities.

Common Areas

Our Cooinda facility consists of three interconnected buildings, Coates House which accommodates 25 residents, Madden House which accommodates 12 residents and Gillard House our dementia specific unit, which also accommodates 12. The main lounge room and dining room are approximately 56 m2 and 52 m2 respectively. Each House has its own satellite kitchen and smaller dining area as well as quiet sitting areas which all residents may access. All are clean and well maintained. Furniture in the room is in keeping with the style of the building to provide a welcoming and homelike environment. There is a large multi-purpose room of 95 m2 which is used for group activities but is available for families to use for private functions should they wish. Residents have access to pay television in the main lounge room.

“Tanderra Lodge”





Our Tanderra Lodge is situated adjacent to Cooinda Aged Care Facility and is a short distance (approximately 2 kilometres) from the Shopping Centre at the heart of Lithgow. The facility is in close access to Community Centres, churches, leisure centres, clubs, theatre and library.

Most services are brought into the facility as per the care needs of each individual resident.

Access by Public Transport via to Lithgow and a bus can then take you straight to the facility. Alternatively a taxi service (including wheelchair taxi) is available from the station.

Size of Rooms

Single RoomsThe single rooms are approximately 15 m2 and are kept clean and tidy by the friendly staff of Lithgow Aged Care Ltd. Residents are encouraged to bring in some their favourite furniture piece and mementos of earlier years. All other furniture is in keeping with the style of the building to provide a welcoming and homelike environment. Ceiling fans are included in each room. All beds are fully electronic to enable care to be delivered with safety and the least disruption to the resident. Each room has the availability for residents to provide their own television.

Double RoomsThe double rooms are approximately 18 m2 and are kept clean and tidy by the friendly staff of Lithgow Aged Care Ltd. Residents are encouraged to bring in their favourite furniture piece and mementos of earlier years. All other furniture is in keeping with the style of the building to provide a welcoming and homelike environment. Ceiling fans are included in each room. All beds are electronic to enable care to be delivered with safety and the least disruption to the resident. Each room has the availability for residents to provide their own television.





4 Bed RoomsThe four bed rooms are approximately 36 m2 and are kept clean and tidy by the friendly staff of Lithgow Aged Care Ltd. Residents are encouraged to bring in their favourite furniture piece and mementos of earlier years. All other furniture is in keeping with the style of the building. Ceiling fans are included in each room. All beds are electronic to enable care to be delivered with safety and the least disruption to the resident.

Persons in each Room

Tanderra has 6 single rooms, 5 double rooms and 8 rooms containing 4 beds. The maximum bed capacity of Tanderra Aged Care is 46 places.

Shared Bathroom or En-suite Facilities

Single RoomsThese rooms have shared en-suite facilities (with one other resident) and also have immediate access to bathrooms across the corridor.

Double RoomsAll of the shared rooms have immediate access to bathrooms just across the corridor.

4 Bed RoomsAll of the shared rooms have immediate access to bathrooms just across the corridor.

Common Areas

The lounge room and dining room are approximately 80 m2 and 96 m2 respectively. Both are clean and well maintained. Furniture in the room is in keeping with the style of the building to provide a welcoming and homelike environment. There is a smaller Federation room of 32 m2 which is available for families to use for private functions should they wish. Residents have access to pay television in the main lounge room.





Admission

The CEO will contact you to arrange a suitable time to meet with you and discuss your admission when a vacancy becomes available. You can then complete the paperwork and decide on the admission date. It is required that prior to admission, residents have any electrical goods that are being brought into either facility, checked for safety and tagged by a qualified electrician. This cost is borne by the resident. Annual checking of electrical appliances owned by residents is required, and is at the resident’s expense.

The CEO will discuss payment options in regard to the fees, accommodation charges and billing. It is recommended that you seek advice from an independent financial planner to see which payment option best suits your financial arrangements.

Legal Documents and Valuables

No responsibility will be taken for valuables or monies retained by the resident. It is advisable that residents use their bank for safe custody of valuables. A lockable drawer is provided in each room, with resident control of the key, however residents are discouraged from keeping money in theses lockers. Any personal documents or valuables held in safe custody by the CEO will only be surrendered to the resident, or in the event of their passing away, to the nominated Executor of the resident’s Estate.

Our staff are not permitted to sign or witness any legal documents (such as wills, stat decs etc) for you. We recommend you see your legal advisor/solicitor for these.





Residency and Security of Tenure

To be considered for residential care at a Lithgow Aged Care Ltd facility, it is necessary to apply for your name to be put on the waiting list and submit a copy of current ACAR Assessment Form. You are welcome to make a time to visit Cooinda and/or Tanderra to talk to our management staff and they will conduct a tour and answer any questions you may have.

The CEO will contact you if a vacancy is available, after consulting with the Aged Care Assessment Team. Priority is given to residents on waiting list requiring urgent placements by ACAT.

In keeping with our philosophy we endeavour to create a secure homelike environment. However there may be some circumstances that result in a resident being asked to relocate within or to leave Lithgow Aged Care Ltd, for example:

1. Where the relocation within the facilities is in the interest of resident care.

2. Where there is a continual deficiency in payment of fees and accommodation charges

3. Where the condition of the resident is such that accommodation at the facility may prove injurious to the resident, other residents or to staff.

(Note: Such action will only be taken subsequent to communication with the resident and/or representative, their health practitioner and other parties involved in determining a satisfactory resolution.All assistance will be given to find more appropriate accommodation befitting the resident’s medical needs. Where possible at least two weeks’ notice will be given.This action will not be taken without thorough investigation into the cause and should you feel that you have been unfairly treated, your avenues of appeal are through The Department of Health & Ageing and Aged Care Advocacy Service).

Furniture and WH&S

Rooms are furnished by Lithgow Aged Care Ltd. Large personal furniture items are not permitted in residents rooms without prior risk assessment by the WH&S representative. Please consider the personal space of others if you share a room, clutter must be kept to a minimum to ensure safety for all. No refrigerators aloud in resident’s rooms.





Lithgow Aged Care Ltd requests that all visitors abide by our WH&S policies and procedures and follow advice and instruction whilst on the premises of either facility.

Visiting and Outings

Residents are encouraged to maintain close contact with friends and relatives as well as people they know in the wider community.

Relatives and friends are welcome to visit between the hours of 8.00am and 8.00pm, however we would like to point out that between 6am and 10am resident care and organisation of the daily activities are at a maximum. We do ask that at this time you give due consideration to all residents privacy and allow the nursing staff to carry out their duties. Quiet lounge rooms are available if required in each facility.

Visitors must check at the front desk of the facility they are visiting, and sign in and out of the premises. Prior to leaving the premises, residents must notify staff that they intend to be out, collect medication if required from the registered nurse, and sign the outing book (time out and time in).

Medical Services

Residents are encouraged to make their own choice of doctor and we will endeavour to ensure you maintain your local doctor if they agree to visit the facility.

Emergency medical needs are dealt with at the local hospital or ambulance, depending upon need.

Medication at each facility is coordinated and monitored by the Registered Nurse on each shift who is assisted by appropriately trained staff, using the Webster Single Dose System. All medications must be prescribed and documented on the medication charts by your doctor. Self-medicating is not encouraged at either facility, however it is permissible for a resident to self-medicate providing they have been assessed as competent to do so by their doctor and the Clinical Care Manager.

Both facilities engage Blooms Pharmacy at the Lithgow Valley Plaza for the supply of medications for our residents. We are able to contact them every day for all pharmaceutical needs, and these are delivered to either facility, usually on the same day. An external Contracted Pharmacist reviews resident medications regularly, to ensure medications are managed safely and appropriately.

Registered Nurses are engaged 24 hours daily in both facilities, including weekends.

All Resident Care Plans are reviewed by our Registered Nurses quarterly or as





needed, such as when your care needs may change. Please ensure you direct all your enquiries about the health and care of residents to the Registered Nurse in Charge or the Care Manager or the Clinical Care Manager.

Resident’s families are responsible for assisting their family member to medical appointments, the staff of Lithgow Aged Care Ltd will assist with arrangements for the provision of transport for residents travelling to external appointments. The cost of such transport is incurred by the resident. Family members are required to provide escort for these appointment.

Hospital and Social Leave

Prospective residents may take up to 7 days social leave prior to admission if they are coming from home.

Permanent residents are permitted 52 days overnight leave per financial year. Residents’ daily fees still apply while on social leave. If this leave is exceeded, Lithgow Aged Care Ltd may charge a resident the amount of subsidy in addition to daily care fee for each night exceeding allowance. Hospital leave is unlimited and is available to all permanent residents.

Palliative Care

All residents have the right to access palliative care services. Assistance will be given to residents and relatives in determining terminal wishes and you may fill out an Advance Health Care Directive if you wish. Support Groups within the community will be contacted as required and requested by residents/relatives.

Funeral Arrangements

Lithgow Aged Care Ltd requires that funeral arrangements be recorded on admission to either of our facilities.

Please advise the Registered Nurse of the preferred funeral director and the preference for burial or cremation. It is not necessary for you to pay any money to the funeral director at this time and the choice can be changed at any time.





Emergency Calls

A nurse call button is provided for each resident for use in emergency situations. Each facility has 24 hour supervision by Registered Nurses and appropriately trained care staff. Common areas have nurse call facilities.

Meals

Main meals, such as breakfast lunch and dinner (tea) are served in the dining rooms:

Breakfast: from 7:45 amLunch from 12 noonTea from 5:00pm

Morning and afternoon teas are also served by care staff mid-morning and mid-afternoon.

Tea and Coffee available 24 hrs per day with biscuits/cake, supper is also available;just ask our friendly staff for assistance.

All residents are encouraged to attend the dining rooms for meals, however those who may wish to do so or who may be experiencing a short term illness which renders them incapable of attending the dining room may have a tray bought to their room. Early or late meals may be supplied if residents are going out. Residents who have special dietary requirements are catered for, and these needs will be discussed with you upon admission. The menu is reviewed regularly by a qualified dietician. All food is cooked fresh on the premises. Fridges, electric kettles, microwaves and toasters are not permitted in residents’ rooms.

Please see the information leaflet included with this handbook which provides guidelines when bringing in food items and treats for residents. This forms part of our policies and procedures and Lithgow Aged Care Ltd ask that you follow the advice therein.

Recreational Activities

The Recreational Activities Officers are on duty Monday to Friday. A programme of recreational activities is developed in consultation with an on-site Leisure and Lifestyle Certified staff member. Recreational activities aim to assist residents to engage in activities suited to personal interests and abilities. We have a personal computer in the reading lounge for residents’ use. Training is given to any resident wishing to avail themselves of this service.





Community outings are available at Day Care, Regency Lodge and Gorrie Ban. Each facility has its own bus which is used for group outings to places of interest generally at least weekly to twice weekly basis. These outings include local shopping trips and residents take turns about for seats on this outing.

Mass is celebrated first Wednesday afternoon of the month, and monthly Sunday Services are held by various denominations in each facility. Uniting Church hold Communion the fourth Sunday of each month. There are regular visits by others who provide pastoral care to our residents.

Entertainers regularly visit our facilities to provide a variety of music and sing-a-long sessions. Our RAO staff will keep you posted on these events.

An hourly bus (low step type) to Lithgow town stops in Maple Crescent just outside the front of Cooinda if you wish to or are able to go shopping on your own.

Ancillary Staff and Other Services

Ancillary staff provide support in areas of administration, catering, laundry, cleaning, gardening, maintenance and general management.

Lithgow aged Care Ltd participates in the local Community Visitors Scheme. Please ask our RAO staff if you have any queries in regard to our visitors.

Lithgow Aged Care Ltd has an active Auxiliary who volunteer their services in a fund raising capacity. The Auxiliary also holds monthly bingo and craft mornings at each facility.

‘Hands On’ Volunteers visit fortnightly to do residents nails. Appointments can be arranged for those residents who need a podiatrist. An on-site podiatrist attends to the needs of our high care and palliative care residents.

A contracted hairdresser calls weekly for each facility, please see our care staff if you wish to book in. Your own private hairdresser may attend each facility for appointments, however a registration number and a police check certificate from them will be required.

Dental, hearing and optical services arranged with local providers by appointment, and some services can be arranged on-site.





We have engaged the services of a local physiotherapist to assess each resident’s mobility and develop exercise programs to assist with mobility. A personal carer/mobility nurse conducts individual exercise programs with residents.

Occupational therapy, speech therapy, social workers, dieticians and community nursing are accessed through Lithgow Hospital as your care needs indicate.

Mail

Mail is delivered daily to the administration office of each relevant facility. Outgoing mail may be left at the offices for pick up by Australia Post staff or mailing by admin staff. Residents may purchase 70 cent stamps from administration.

Newspapers, Televisions and Radios

Newspapers can be ordered weekly, and are delivered each morning, the cost of which will be added to your monthly account.

Television, including pay TV in the main lounge areas and DVD’s are provided for residents in the communal areas. Individual television sets, 34cm maximum size and radios may be kept in bedrooms but must be securely placed on an appropriate stand or mounted on the wall and be fitted with headphones if you are in a shared room.

Telephone Access

Residents may choose to install a private phone in his/her room. The cost of installation, maintenance, rental and service fees are incurred by the resident.

Mobile phones are permitted, however no responsibility will be taken for loss or damage.

Laundry Services

Both our facilities offer full laundry services to our residents. Residents unable to do personal laundry must have all items clearly marked. There are laundry facilities available at our Cooinda facility for residents who may wish to do personal washing, however, residents and/or relatives are encouraged to carry out personal laundry using the residents’ laundry and approved detergent.





Woollens or delicate garments cannot be laundered by Lithgow Aged Care Ltd staff, due to the industrial nature of our machines. Dry cleaning is at cost to the resident, and may be left at the office for staff to take to dry cleaner.

Lithgow Aged Care Ltd offers a clothing labelling service at a one off cost of $30 for all clothing. Please ask our administration staff about this.

Lithgow Aged Care Ltd will not be responsible for loss or damage to personal laundry.

Toiletries

Basic toiletry items are supplied by Lithgow Aged Care Ltd, such as soap, toothpaste, emollient creams etc. the use of talcum powder is discouraged due to the risk of slips and falls is it gets on the floor.

Resident and Relative Meetings

Residents’ committee meetings are convened on a regular basis at both Cooinda and Tanderra. Residents and their relatives are encouraged to participate. Any concerns, complaints or suggestions are discussed and allows residents a voice in the day to day running of Lithgow Aged Care Ltd. A representative of the Residents’ Committee reports any problems or concerns to the Care Manager or Management at his or her discretion.

Medical Records

Records are stored and handled in such a way that confidentiality is ensured. Residents are able to access their records by request to the Director of Care Services, at a mutually suitable time. Residents and family are encouraged to take an active part in the formulation of their care plan.

Outdated records are securely archived for seven years after which they will be appropriately destroyed. All records for residents who are Aboriginal or Torres-Strait Islander origin will be kept indefinitely.

Cultural Considerations

Prospective residents from a non-English speaking background will have their social, cultural and religious preferences and needs recognised, and catered for whilst you are a resident at either of our Lithgow Aged Care Ltd facilities.





A Trans-cultural agency is available for advice and information, just ask our management staff for assistance. Special dietary needs will be attended to according to policy.

Suggestions, Comments and Complaints

Lithgow Aged Care Ltd are committed to providing a happy, caring environment with a high standard of care. We are committed to the principle of quality and acknowledge that better practice can only be attained by involving everyone as partners in care. All residents, their families and the community are encouraged to participate in our quality improvement processes. If you have any suggestion or comment to make or are not happy with any aspect of our service, contact the Director of Care Services who will make every effort to consider, investigate any problem and provide feedback to you or a satisfactory solution.

Alternatively, you may talk or write to the Residents’ Committee, the CEO, a member of the Board of Directors, or contact any outside complaints agency such as:

a) Department Health & AgeingGPO Box 9848Capital City of each State.Phone: 1800 020 103 www.health.gov.au

b) Aged Care Quality & Safety CommissionGPO BOX 9819Capital City of each State.Phone: 1800 951 822Email: [email protected]

c) Seniors Rights ServiceLevel 4, 418 A Elizabeth StreetSurry Hills NSW 2010Phone: 1800 424 079www.seniorrightsservice.org.au

There are continuous improvement logs/complaint/suggestion forms in the foyer, with a suggestion box for lodgement of written complaints directed to the CEO. These complaints or suggestions will be confidential as/if requested or may be





passed onto the Quality Committee for feedback through our continuous improvement process.

Other support is also available through the National Aged Care Advocacy Line on: 1800 700 600.

Smoking

Smoking, when permitted, must only occur in designated areas. In the interest of safety and the rights of others, smoking is not permitted inside any Lithgow Aged Care Ltd facility. For safety purposes cigarettes are secured by the Therapy Staff or designated staff of Lithgow Aged Care Ltd for distribution to the resident as required. Because of the risk of fire, it is very important that matches or lighters are not left with the resident.

We insist that residents, visitors and staff follow the smoking guidelines. Smoking is a health hazard and is not encouraged by Lithgow Aged Care Ltd.

Our Policy on Privacy and Dignity

Lithgow Aged Care Ltd takes its obligations under the Privacy Act seriously and is committed to ensuring that personal or sensitive information is collected, held, used, and disclosed in accordance with the Australian Privacy Principles (APP).

‘Personal information’ is defined as any ‘information or an opinion about an identified individual, or an individual who is reasonably identifiable.





‘Sensitive information is a subset of personal information and is information about an individual’s:

racial or ethnic origin; political opinions; membership of a political association; religious beliefs or affiliations; philosophical beliefs; membership of a professional or trade association; membership of a trade union; sexual preferences or practices; or criminal record

health information about an individual genetic information (that is not otherwise health information) biometric information that is to be used for the purpose of automated

biometric verification or biometric identification biometric templates.

Further information

Additional information about the operational aspects of this policy can be obtained from management.

You can obtain further general information about your privacy rights and privacy law from the Office of the Australian Information Commissioner by:

calling their Privacy Hotline on 1300 363 992 visiting their web site at http://www.oaic.gov.au/ writing to:

The Australian Information Commissioner GPO Box 5218 Sydney NSW 1042

Personal information

Lithgow Aged Care Ltd collects and holds the personal information of residents, employees, volunteers, and contractors. 'Personal information' means information we hold about you from which your identity is either clear or can be reasonably determined. The personal information we may hold about you includes the following:

o Nameo Date of Birtho Country of Birth and whether you are of Aboriginal and/or Torres Strait

Islander origino Current addresso Next of Kin details





o Person responsible for resident, e.g. Power of Attorney, Enduring Power of Attorney, Guardian, Trustee, etc.

o Entitlement details including Medicare, Pension and health care fundo Medical historyo Family medical historyo Social historyo Religiono Clinical information including assessments and monitoring chartso Care Planso Progress Noteso Pathology resultso X-ray resultso Commonwealth ACFI informationo Financial and Billing information including Income and Asset Notificationso Accident and incident formso Medication Chartso Aged Care Assessment Team Referral Form (ACCR)o Residency Agreementso Nursing, medical and allied health informationo Photographs (for medical purposes such as medication administration)

Collection and use of personal information

In most cases we will only collect information directly from the individual with their consent.

Personal information may be gathered from forms, telephone calls, faxes, emails, face to face meetings, interviews and assessments.

Generally, we will only collect personal information if it is necessary to provide health services and to comply with our obligations under Australian law (e.g. tax office obligations, immigration legislation, industrial instruments, etc.) or a court/tribunal order.

Where information is collected from other sources, we will inform the individual that we hold their personal information.

Unsolicited personal information and information that is no longer required for the delivery of health services will be destroyed or de-identified as soon as practicable if it is lawful and reasonable to do so.

The potential consequences of not allowing us to collect and hold the required personal information are that we may be unable to:

o provide appropriate health care and health services and meet our legislated obligations

o meet the individual requirements of the care recipiento provide continuing employment to an employee





o continue with the services of a contractor or volunteer. If we receive “unsolicited information” such as personal information that is

not relevant to the functions of the organisation, we will “de-identify or destroy the information as soon as practicable”.

Disclosure of personal information Personal information may be disclosed if we:

o are required or authorised by Australian law or a court/tribunal ordero reasonably believe that the disclosure is necessary to lessen or

prevent a serious or imminent threat to an individual’s life, health or safety, or a serious threat to public health or safety

o have reason to believe that an unlawful activity has been, is being, or may be engaged in.

Personal information may be disclosed to other persons as part of the provision of health services, including:

o Other health care professionals that are or may be involved in the care of residents or employees including general practitioners, hospitals, and other allied health providers

o Other external agencies that we have contracts with to provide services to residents and employees on our behalf. In circumstances where this is necessary, these external agencies are required to provide confirmation of their compliance with the Privacy Act 1988

o Funding bodies and other government agencies as required by Commonwealth and State legislation

o The person designated by the resident as the “person responsible” for giving and accessing their information

If it is necessary to transfer personal information to someone overseas, we will comply with this policy and the APPs, and take reasonable steps to ensure that the recipient does not breach the APPs in relation to that information.

Personal information relating to residents and employees will not be used for other purposes such as fundraising or direct marketing activities without seeking written consent of the person or the “person responsible” for the resident.

Security of personal information We will take all reasonable steps to protect the personal information we hold

from misuse and loss, and from unauthorised access, modification or disclosure.

We will hold all personal information in a secure and confidential manner and take all reasonable steps to ensure personal information is secure (e.g.





All computers have password access, and personal information is kept in secure areas).

All of our electronic systems that hold personal information have up to date security protection systems. These are reviewed on a regular basis and tested to ensure they are efficient and able to meet any potential “interference” that might occur.

We will train all staff with access to personal information about their obligations concerning confidentiality of personal information and the privacy of individuals.

We will ensure secure disposal of electronic and paper based records. In the event of loss of personal information, we will:

o seek to identify and secure the breach to prevent further breacheso assess the nature and severity of the breacho Commence an internal investigation in relation to the breach. o report the breach to police where criminal activity is suspectedo notify the Privacy Commissioner if the breach is significanto inform the affected individual(s) where appropriate and possible.

Access to personal information We will take all reasonable steps to provide access to the personal

information that we hold within a reasonable period of time in accordance with the Australian Privacy Principles.

Requests for access to the personal information we hold should be made in writing to the CEO.

We may not provide access to the personal information we hold about an individual when:

o release of the personal information would be unlawfulo the information may be subject to legal proceedingso release of the personal information would pose a serious threat to

the life, health or safety of an individual or to public health or public safety

o release is likely have an unreasonable impact upon the privacy of other individuals

o the information could compromise our business operationso the request is assessed as vexatious or frivolous

We will provide reasons for denying or refusing access to personal information in writing. This correspondence will include information concerning the mechanisms for lodging a complaint.

Quality and correction of personal information We will take all reasonable steps to ensure that the personal information we

collect, use, hold, or disclose is accurate, complete and up to date.20

/tt/file_convert/5f2eec1ae2dcd5689b6c1613/document.docx April 2014. Updated March 2015CEO Reviewed July 2016CEO Reviewed July 2017CEO Reviewed February 2018CEO Reviewed April 2019




Individuals may request that personal information we hold is corrected if it is inaccurate, out of date, incomplete, irrelevant or misleading.

We will take all reasonable steps to correct the personal information we hold.

We will provide reasons for not complying with requests to correct personal information in writing.

Use of government issued identifiers We will not use government issued identifiers (a number assigned by a

government agency to an individual as a unique identifier) for our operations.

We will not use or disclose a government issue identifier assigned unless the disclosure is necessary to fulfil our organisational obligations or is required under an Australian law or a court/tribunal order.

Anonymity We will provide individuals the option of not identifying themselves, or of

using a pseudonym, where it is lawful and practicable to do so.

BREACHES OF PRIVACY Where a person believes that a breach of this policy or the Privacy Act has occurred, a written complaint should be made to the Privacy Officer, (designated position). All complaints will be dealt with confidentially and promptly.

1. Notification Residents or relatives or staff who have complaints about how we have dealt

with personal information may apply for an internal review. Applications for an internal review may concern conduct a person believes:

o Breaches in information protection procedureo Breaches in the code o Inappropriate disclosure by us of personal information. o Application for the internal review should be made in writing to the

CEO. This application should be made within 6 months from the time the applicant became aware of the alleged infringing of conduct.

2. Nomination of Internal review team In receiving an application and conducting an internal review under the PPIP

Act, we will nominate an investigation team within two weeks of receiving the compliant by the Privacy Officer.





Conducting the Privacy Review The internal review team will take the following steps in conducting the review:

Assist the applicant as much as possible Interview relevant staff, examine records and obtain any other pertinent

information on the circumstances of the alleged breach. Seek advice from court and legal service or from Privacy Council as required. Determine whether a breach of the PPIP Act has occurred and, if so, what

harm or damage it has caused to the applicant. Prepare a report and submit the finalised investigation report to the privacy

officer setting out the relevant facts, the conclusions reached and recommendations for action to be taken to resolve the complaint.

If the outcome indicates a breach of the privacy act has been committed, the Privacy Officer will contact the Privacy Commissioner regarding the finding and the corrective actions instituted.

The Privacy Officer will indicate outcomes to the applicants and ensure that they are aware of the right of appeal to the Administrative Decisions Tribunal.

Completion of Internal review Once an application for an internal review is received, the review will be

completed as soon as reasonably practicable. If the review is not conducted with 60 days, the applicant can seek a review

by the Privacy Officer. Once the review is completed, the Privacy Officer may decide to:

o Take no further action on the mattero Recommend a formal apology to the applicanto Take appropriate remedial actiono Provide an understanding that the conduct will not occur againo Implement measures to prevent recurrence of the conduct.

Residents Rights and Responsibilities

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.22





• Personal privacy.• Live in a safe, secure & 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 retain the language of his or

her choice without discrimination.• Select and maintain social and personal relationships with any person without fear,

criticism or restriction.• Freedom of speech.• Maintain his or her personal independence, which includes recognition of personal

responsibility for his or her own actions and choices, even though some action 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 activities, associations and friendships of his or her choice, both within and outside the residential aged care facility.

• Have access to services and activities that are generally available in the community.• Be consulted on, and to choose to have input into, decisions about the living

arrangements of the residential aged care facility.• Have access to information about his or her rights, care, accommodation, and any

other form of information which relates to him or her personally.• Complain and take action to resolve disputes.• Have access to advocates and other avenues of redress. • Be free from reprisals, or a well-founded fear of reprisal, in any form for taking

action to enforce his or her rights.

Each resident has the Responsibility:• To respect the rights and needs of other people within the residential care facility

community as a whole.• To 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.• To inform his or her medical practitioner, as far as he or she is able, about his or her

relevant medical history and his or her current state of health.





Lithgow Aged Care Ltd Board of Management:

Chairman: Olwyn KingVice Chairman: Leanne PlacksonCompany Secretary: Jeff Carter

Treasurer: Ross KingBoard Members:

Glynn ClarkeIan Kelly

Alison CheekeTrevor Pearce

Chief Executive OfficerCraig Oeding

Director of CareSuzanne McDade





Management

Finance Manager – Angus Ogilvie

Human Resource Coordinator – Katie Turner

Administration

Senior Administration Officer – Kerena Austin-Farrugia

Marketing/Admission Officer – Amy Clarke

Administration Assistants - Cheryl Gillespie – Lorraine Morris

Contact Numbers:

Phone: 02 6352 3313

Fax: 02 6351 4422

Email: [email protected]






This information booklet forms part of the Residential Aged Care Agreement with Lithgow Aged Care Ltd and the Resident named below.

I have read or have had the contents of this booklet read to me and explained.

I accept the contents of this booklet as forming part of my Residential Care Service Agreement.

Signed: ……………………………………… (Resident)

Name: …………………………………………

Date: …………………………………………

Witness: ……………………………………

Date: …………………………………………

Notes:_________________________________________________________

_________________________________________________________

_________________________________________________________

_________________________________________________________

_________________________________________________________

_________________________________________________________

_________________________________________________________26





_________________________________________________________

_________________________________________________________

_________________________________________________________

_________________________________________________________

_________________________________________________________

_________________________________________________________

_________________________________________________________

