Transition Care Client Information Handbook

Transcription

1 Transition Care Client Information Handbook Presbyterian Homes Norwood Welcome Welcome to Transition Care. We feel privileged that you have chosen to join us for Transition Care at Presbyterian Homes Norwood and the team of the Transition Care Unit look forward to getting to know you better and offer our assistance in making your stay here with us a comfortable and enjoyable experience. Our staff will assist you in familiarising yourself with the Home and our services and this Handbook will remain in your room for your reference. Debbie Franklin - Norwood Care Services Manager

2 Contents Page What Makes us Special...1 About Residential Transition Care...1 Have Your Say...2 Your Room: Furniture...4 Manual Handling...4 Electrical Appliances...4 Safety First...4 Telephone...5 Call Bells...5 Heaters...5 Hot Water Bottles...5 Privacy...5 Keys...6 Valuables...6 Loss or Damage...6 Televisions/Radios...6 Bed Linen...6 Meals: Meal Times...7 Menu Selection...7 Special Needs...7 Guests...7 Special Events...7 Food in Your Room...7 Communal Fridges...8 Visitors:...8

3 Contents (continued) Medical Care: Your Doctor...9 Refusal of Medical Treatment...9 Pathology...9 Radiology...9 Dentist/Dental Mechanics...9 Optometrists Medical Care: Physiotherapy Podiatry Speech Therapy Pharmacy Medications Alternative Therapies Hospital Transfer Resident Agreement We Value your Contribution Nursing Care & Choice Other Laundry Services: Financial Hairdressing Library Newspapers Voting Pets Activities Volunteers Chaplaincy Aids Available Transporting Residents Other Students Information: Staff & Resident Relationships Smoking Alcohol... 18

4 Contents (continued) Safety & Security Risk & Activities Your Safety is our Priority Leave: Outings Hospital Leave Residents Rights and Responsibilities... 20

5 What Makes Us Special Person Centred Care Presbyterian Care Tasmania (PresCare Tas) uses the model of Person-Centred care to deliver care to residents and clients. The principles of Person-Centred care includes: Participation in decision making Advocacy Empowerment Respecting residents and clients autonomy The main features of Person-Centred care are included in the concept of partnership. Person-Centred care is a collaborative and respectful partnership between PresCare Tas and our residents/clients. PresCare Tas respects the contribution the resident/client can make to their own health needs, such as their values, goals, past experience and knowledge of their own health needs. About Residential Transition Care What is Residential Transition Care? Residential Transition Care is for older people who after a hospital stay require short term care that seeks to optimise the functioning and independence of older people. Transition care is goal-orientated, time limited and therapy-focused. It provides people with a package of services that includes low intensity therapy such as physiotherapy, occupational therapy, counselling, nursing, or personal care. Advocacy Tasmania will: inform you of your rights provide information and explore options Page 1

6 Have your Say! Pass on a Compliment, make a Suggestion or Complaint The Home s Staff are expected to provide each client with an excellent standard of care which respects their right to privacy, dignity and personal choice. In a community of Clients, Staff and Visitors where a large range of activities are carried out, there will be from time to time, concerns, complaints and suggestions. A compliment, suggestion or complaint provides the Home s Staff with an opportunity to evaluate the care or conditions in the Home and work towards improvements. The internal avenues available for Residents or families to register any matters of concern or complaint are:- Any member of Staff Your case Manager or the Registered Nurse in Charge Completing a Have Your Say form and passing this on to a Staff member who will ensure it is actioned. (Staff will help you fill out the form if needed and forms are located throughout the home.) If, after you have discussed any concern with us, you feel that the Home has not satisfactorily dealt with the matter, there are three external avenues available to you, The external avenues available for Residents or families are as follows: Advocacy Tasmania Inc. This service is available to aged people and can be accessed by telephoning: , (03) or intake@advocacytasmania.org.au Page 2

7 speak on behalf of you if you so desire help you help yourself investigate and follow up complaints is free and confidential The Aged Care Complaints Scheme The Aged Care Complaints Scheme is a Commonwealth Government initiative as part of its framework for improving the quality of Commonwealth funded aged care services. To contact this service phone: or Key features of the scheme are: To foster a positive view of complaints as opportunities to reconsider and enhance the delivery of aged care services and programs; Be independent, unbiased, free and accessible; Encourage the resolution of complaints at the service level; Promote and respect the rights of parties to the complaint including confidentiality; ensure that all parties are kept informed and have the opportunity to comment on and complain about its operation; Ensure that where appropriate, issues are referred to other relevant bodies and; To focus on working with all parties to fix the problem. Alternatively you can access the: Health Complaints Commissioner on or health.complaints@ombudsman.tas.gov.au Your Room Page 3

8 Furniture While the Home will furnish your room, you are able to bring your own pillows and blankets, this can be discussed on admission. Electric High / Low beds are provided for all Residents to ensure ongoing care needs are met. Manual Handling Staff need to move freely around your room during care. As such we ask that your room does not become cluttered with too little room to move. Likewise should you be no longer able to stand or walk unaided, a Manual Handling assessment may indicate that lifting equipment should be used. This equipment is vital to assist in injury prevention to you and our staff. Most clients find the use of lifters agreeable once familiar with the procedure. Unfortunately the use of lifting equipment may necessitate extra space being made available in your room. Electrical Appliances In order for the Home to comply with Australian Standards all electrical appliances brought to the Home must be in as new condition and need to be tagged in accordance with AS This can be undertaken by any licensed Electrician. If you so wish the Home can arrange to have your appliances tagged at a fee. Electric blankets and toasters are not permitted due to their obvious fire danger to all Residents within the Home. Likewise double adaptors must not be used as they are also a fire risk. If you need more power points please ask staff to contact Maintenance who will rectify the problem. Power boards with circuit breakers can be used. Safety First Your safety is our priority but everyone s responsibility. Clients and Family / Visitors are asked to please assist by adhering to the Safety Guidelines printed in this book related to electrical equipment and other items in the Residents rooms. Page 4

9 In case of Fire or other Building Emergency instructions are summarised on the back of the door in your room. Please help us by telling us of any hazards, or if your safety card is missing. Think before locking your door when you are inside. Not all staff have keys. In an emergency, help could be delayed. Telephone All rooms can have a telephone. This service is arranged at time of admission, the fee is $5.00 per week. Call Bells Your room is fitted with a call bell. Staff will demonstrate how to use the bell. All toilets, bathrooms and sitting rooms are also fitted with call bells. Heaters All rooms have heaters. You will need to discuss with Staff the temperature you prefer in your room. Some Residents may wish to have additional heaters but for safety reasons under no circumstances are radiators to be used. Please discuss additional heating with Staff and they will advise you and your family in the safest type to have. Please do not hang clothing on heaters or store flammable objects near heaters. Fire prevention is everyone s responsibility. Hot Water Bottles and Hot Packs We discourage the use of these unless supervised by a Registered Nurse. If a Resident needs a heat pack of any sort the Nurse will make an assessment and supply the appropriate pack. Wheat packs can be dangerous, harbour infection and are prone to catch fire if overheated. Privacy During your stay with us your room is considered your home. Staff are expected to respect your privacy and must knock or seek permission to enter your room. Your personal belongings must also be respected and Staff are not expected to touch or borrow any items without your expressed permission. It is advised that all personal belongings be discreetly labelled by your family in case they are mislaid. Page 5

10 Keys All Resident s rooms can be locked and if you wish to lock your room when you are not in it please feel free to do so. If you wish to have a key to your room please ask a Staff member to organise one for you. Valuables It is not advisable to keep large amounts of money in your room. Although not encouraged, to safe keep money and/or any valuable items, a locked cupboard/drawer is available in your room. Please note however we are not able to offer alternative safe keeping for money or valuables and staff are not permitted to arrange safe keeping facilities. To help to reduce the chance of misplacement, please ensure that all jewellery (e.g. rings) fit securely. Possessions of sentimental value or worth may become lost and we suggest that these items be left at home or with relatives if possible. Loss or Damage Please report any loss or damage to your property as soon as possible to the Case Manager, Manager of Care Services or another Staff member. Televisions and Radios You may have a television or radio in your room but we do ask that you respect other Resident s right to a quiet environment by not having them too loud, or by using head phones if you experience difficulty with hearing. Communal televisions, DVD players and radios are located in the lounge areas. Bed Linen While the Home provides all linen, blankets, pillows, bedspreads and towels are provided. If you wish to bring your own you are quite welcome to however as our laundry system is commercial we are unable to accept responsibility for any items that deteriorate as a result of the Commercial washing process. We will arrange for these items to be named as part of our service. You will need to supply your own doona. Page 6

11 Meals Meal Times At Presbyterian Care Tasmania the meal times vary with each individual home. The time for your area will be explained on your first day with us. Menu Selection Shortly after admission you will be asked if you have any particular dietary needs. Residents will be asked to select their menu daily and can be assisted in menu selection by Catering or Activity Staff. Special Needs Residents likes, dislikes and special dietary needs will be respected by the Home and every effort will be made to accommodate specific requests. Guests There are areas available where family and friends are able to dine privately with Residents. There is a nominal cost or alternatively the family may bring meals in. A microwave oven is available for Resident s use. Please feel free to make your Family and Friends a refreshment in the Kitchenette while they are visiting. Please ask one of the Staff to show you the most convenient Kitchenette to your room. Special Events If you wishes to celebrate a special event at the Home please feel free to talk to staff who will assist you in planning and advise you of any additional cost this may incur. Food in Your Room You may wish to keep some food items in your room such as special biscuits or cakes etc. For safety reasons cooking in rooms is not permitted, although an electric kettle with an automatic cut out to make hot drinks is permitted if you so wish. Page 7

12 Communal Fridges If you want to store food in one of the communal fridges it must be labelled with your name and date on it. Staff can assist with this. Food left for more than one week will be discarded to prevent spoilage and infection. Visitors Visiting hours at our Home are open, restricted only by your personal choice. Visitors can have access to your room, with your permission, any lounge or dining areas and the gardens. Visitors wishing to dine privately with you will need to book a dining area with the Activity Staff. Children are very welcome at the Home however, in the interests of safety, must be supervised. Animals are also most welcome to visit at the Home. In the interest of safety we ask that all animals be controlled by a leash or other appropriate means. Animals should be kept away from dining areas at meal times. Owners are to clean up any mess made by their animals and must ensure their pets are clean, vaccinated, wormed and have been temperament tested by a Vet. We are happy for your family and friends to join in any of the social activities at the Home. Tea and coffee making facilities and microwaves are provided for you and your visitor s use in the lounge areas. If you do not have family or regular visitors, the Home can place you in contact with someone of similar interests or background through the Community Visitors Scheme. Please see the Activity Staff, if you are interested. Page 8

13 Medical Care Your Doctor You are encouraged to retain your own Doctor if he/she is willing to visit you at the Home. Where your Doctor is not willing to visit you here we have an arrangement with the Newstead Medical Centre and a Doctor will provided. If you require the services of a Doctor after hours, Nursing Staff will contact the after hours doctor supplied by your own Doctor or the After Hours Medical Service in the absence of any other contact number. Fees and charges for attending Medical Officers are additional and are not included in any fee you may pay for your stay. Arrangements for payment or Bulk Billing remain your responsibility. Refusal of Medical Treatment You do have the right to refuse medical treatment. Nursing Staff s role is to advise your Doctor and to provide you with the opportunity to receive professional advice. Early in your stay staff will contact you to discuss your preferences for medical care should you become very ill. Pathology and Radiology Pathology services are provided by Launceston Pathology who visits the Home routinely each week. Radiology services are provided by the Radiologist of your Doctor s choice. The Home encourages families to take you to any outside appointments but when they are unavailable transport will be arranged by Nursing Staff, in consultation with you, and / or your family, a taxi or the ambulance. Staff will organise (at an additional cost) an escort for you if family is unavailable. Dentist/Dental Mechanics We encourage Residents to continue to have regular dental check ups. The cost of dental care is met by the client. The Nursing Staff can assist you with making appointments and with transport if this is required. Page 9

14 Optometrists We also encourage clients to continue to have regular eye checks with your optometrist or ophthalmologist. The Nursing Staff can assist you with making appointments and with transport if this is required. It is important that your glasses are named in case they become mislaid. Costs associated with eye testing and glasses are the clients responsibility. Physiotherapy A Physiotherapist visits the Home, their role is to provide physiotherapy to clients, instruct Nursing and Personal Care Staff in continuing physiotherapy programs and to assess Residents mobility. Our Home is committed to Workplace Health and Safety for its entire Staff. Nursing and Personal Care Staff are especially at risk as they assist Residents in moving around the Home. To this end we utilise mechanical lifters where appropriate to assist with moving some clients around the Home. Podiatry A Podiatrist regularly visits the Home to attend to the foot care needs. Staff will make an appointment for you on request. Speech Therapy and Other Allied Health Requirements for Speech Therapy, and other allied health services are assessed by the nursing staff and will be discussed with you as part of your care plan. The provision of assessed care requirements are included as part of the program however any elective treatments you request or organise will be your personal responsibility. Pharmacy Priceline pharmacy is formally contracted to supply prescribed pharmacy items in controlled dose packaging and will deliver medications and chemist items on a daily basis. Residents are responsible for their own medication costs. Medications Medications can be administered by a Registered Nurse or an Enrolled Nurse under the supervision of a Registered Nurse. Residents who wish to self-administer their medications can do so if assessed as safe to do so by their Doctor and the Nursing Staff. Page 10

15 This excludes narcotic or dangerous drugs. If self-administering medications, Residents are asked to store these in the locked drawer in their room. Alternative Therapies Many people are utilising alternative therapies in these modern times and while the Home does not advocate any particular therapies we are happy for these to be utilised by Residents with their Doctor s permission. We can assist you to organise visits by the Natural Therapist of your choice. A Massage Therapist can be organised at your request. Fees for these services are paid by the Resident. Hospital Transfer Residents will only be transferred to hospital if their Doctor advises that this is necessary or under emergency circumstances and only with the Residents or their family s permission. If you have private medical insurance you may elect to go to a Private Hospital. Resident Agreement Your place in our aged care home is for a period of up to a maximum 12 weeks and is covered by the terms of Your Resident Agreement. There are some circumstances under which you may leave the home or move to another room. Your resident Agreement has the full details regarding accommodation changes or giving notice to leave. Should you be unable to return home at the end of your stay with us we would welcome your enquiry about permanent on going placement and will discuss this with you during your stay. We Value your Contribution Please assist in discussions at Presbyterian Care. This is your Home. Staff come to visit and work here. Help us make it just how you like it. Page 11

16 You can participate by: Find out what is going on and speak up. Have your say forms, suggesting, comments, compliments or complaints. Forms are in many places around the Home. If you can t find one please ask. Join in activities if you can t find anything you like please tell us what you like so we can organise it. If you want to keep busy let us know what you would like to do. There are often jobs which staff would love help with. Nursing Care and Choice All Staff at the Home are aware that your achievements, personal habits, social background, preferred food and clothing, physical and social activity and attitude to life was established long before admission to the Home. These will be respected by all members of the Staff. After admission Staff will be gathering information about you to enable us to provide the level of care that you need. If you feel uncomfortable about giving information this will also be respected. Conducting a nursing history or assessment is a way of involving you and your family in establishing the Care Plan and identifying your Goals and ensuring that your lifestyle likes and dislikes are considered in the care plan. It is also a time when you and your family can ask questions about the care provided at the Home. Your Care Plan details the care to be provided to you and incorporates the choices made by you. The Care Plan is based on information gathered from yourself, your family, Personal Care Assistants, Registered and Enrolled Nurses, your Doctor and other Staff and summarises all the assessments undertaken shortly after admission. At various times during your stay with us we might schedule a case conference where we draw all these people together to discuss your goals and care needs especially if they have changed dramatically. Page 12

17 Our aim is to allow you to live as independently as possible but also to provide support in those areas where you can no longer manage. At any time during your stay we will invite you, in fact we expect you, to communicate any concerns you may have in relation to your care with us. We are committed to supporting you to achieve your goals and meeting your care needs. Other Services Laundry All bed linen is laundered by the Home. Resident s personal clothing can be washed by the Home if the Resident so wishes or be taken by family members to be laundered. We suggest that delicates and hand knits are best washed at home to prevent damage from machines. It is the policy of Presbyterian Care Tasmania to have in place a system to ensure that all Resident s clothing must be appropriately and clearly marked so as to be able to be identified in a consistent manner and to prevent the risk of clothing being lost. To this end Presbyterian Care Tasmania can produce for you, on its heat seal-labelling machine, the necessary high quality labels on your behalf at a fee. You may however choose to provide your own label identification system as long as it is of at least an equivalent standard to Presbyterian Care Tasmania, such as woven labels sewn into clothing (use of marking pens is not an acceptable alternative). Should you wish Presbyterian Care Tasmania to produce the labels on your behalf please let us know and we will make the necessary arrangements. Remember that new clothing should be sent for labelling prior to use. Give them to the Care Staff who will organise marking. Residents are responsible for any dry cleaning costs although Staff can organise for this to be undertaken. Washing machines, dryers, tubs, iron and ironing board are all available for Residents use if they so desire. Page 13

18 Financial You have the right to maintain control over your financial affairs and have those decisions respected by the Staff at the Home. You may however choose to nominate a relative, friend or independent person as a personal advocate or agent, who may act on your behalf. No Staff member may act as agent for you or enter into any agreement with you to act as an agent or provide services for payment. No Staff member may witness or sign documents related to your affairs. Should you experience difficulty in this regard the Chief Executive Officer or Managers will assist, given prior notice. Hairdressing The Home has a Hairdressing Salon. Please talk to the Leisure and Lifestyle or Reception staff for an appointment. Please note fees and charges are applicable for hairdressing services. Library Small Libraries are available at the Home and can be found in various areas, a Staff member will direct you if you require assistance. Our Leisure and Lifestyle Staff can arrange for you to receive library books including large print, foreign language and Audio Books through the Public Library Home Bound Service. Newspapers If you would like to have newspapers of your choice you can order them through the Norwood Newsagent in Norwood Avenue and our staff will deliver them to your room each morning. Voting Residents are encouraged to continue to exercise their voting rights in Local, State and Federal elections. The Home organises a mobile polling booth for all State and Federal elections. Postal votes can be organised for Local elections. Candidates will visit the Home from time to time but, as in your previous home, you can deny them entry to your room if you so wish. Page 14

19 Pets The Management and Staff of the Home recognise the benefits of having pets in the Home. We encourage you to arrange for family pet visits. If you have allergies or a dislike of animals, please discuss with the Senior Staff who will take steps to accommodate your needs. Activities An entertainment and activities program operates daily at the Home. This program is developed with Residents involvement and feedback is arranged on a daily basis depending on Residents needs. Our activities program includes a wide range of creative activities, sessional entertainment, and special day celebrations and includes short excursions from the Home. Information about upcoming activities is displayed on various noticeboards throughout the Home and each Resident is given a copy of the program. Families and friends are encouraged to support and take part in any activities that are held. You may be one of those Residents who are essentially self-sufficient and do not require activities to be arranged for you or who are selective about your involvement. Staff will inform you and encourage you to become involved but your choice and right to refuse will be respected. The Leisure and Lifestyle staff will discuss your wishes early in your stay. Where you have belonged to a local club or organisation prior to you admission to the Home we would like to assist you to continue this involvement. Please discuss with our Leisure and Lifestyle Staff. A facility bus is available and outings are organised regularly. Volunteers Until you are able to resume the social role you play while at home our objective is to attempt to provide that social contact within the Home. To this end many Volunteers visit the Home on a regular basis. Page 15

20 Community Visitors Scheme This scheme, initiated by the Commonwealth Government is aimed at providing social support to those Residents who have limited family and social contacts. If you wish to have a regular visitor through this scheme please contact the Leisure and Lifestyle Staff. School Community Service Our Home welcomes Primary School and High school students from several schools in the local area to undertake their community service with us. These students support the Leisure and Lifestyle Activity program. Individual Volunteers The Home is very fortunate to have the services of several people that volunteer their time to take Residents on outings, and assist with activities in the Home. If you wish to pursue a particular past time that we do not provide we will attempt to find a Volunteer who will assist us in organising this for you. Chaplaincy The Home s Chaplains, visit the Home frequently. They are available to all Residents regardless of denomination. If you would like them to visit you please let a Staff member know and they will organise this for you. Services, bible study and devotions are held at the Home at regular times. See Activity Program for details. The Services and the Bible Study Group meets in the Chapel. A Staff member will assist you to the Chapel if you need directions. All Residents are welcome to attend. The Home s Chaplains also provide family support. Aids Available - Aids to Mobility and Dexterity Electric High / low beds are provided in most cases. Self-help poles, cradles and other aids are also available to those that require them. Raised lounge and toilet chairs are available for those Residents that experience difficulty in rising from a low seat. Support rails are evident along passageways to assist you in feeling secure. Page 16

21 All bathrooms and toilets are fitted with grab rails to provide support and leverage. In the interests of safety, Motorised Scooters and Wheelchairs are only permitted after thorough Nursing, Vision, Medical and Physiotherapy assessments. These assessments are repeated at regular intervals to ensure safety. Other Aids We have many aids at the home to assist you in managing activities of daily living as independently as possible. Please ask Staff for any assistance with obtaining aids, if we do not have what you wish we will endeavour to get it for you. Transporting Residents In order to ensure safety for Staff and Residents, Staff are unable to physically assist Residents in and out of cars. Where Residents need physical assistance in and out of the car or need transporting by wheelchair, we recommend the use of a wheelchair taxi. Staff are not to lift wheelchairs in and out of the car. As a general guide, if Residents are unable to lift their own legs, a wheelchair and wheelchair taxi is recommended. We will be happy assist you by loaning a wheelchair and contact with a wheelchair taxicab. Other Information Students In addition to many of our Staff undertaking extra study and training, we often have students on placement in the facility. Students are always supervised by regular Staff, however if you feel uncomfortable being cared for by a student please let our regular Staff know. Staff & Resident Relationships Presbyterian Homes recognise that special relationships occur between Residents and Staff. Residents are reminded however, that accepting gifts of money or goods rom Residents is unethical and Staff are not permitted to do so. If you wish to acknowledge the staff or an individual please discuss this with the case manager or nurse in charge. Page 17

22 Smoking Presbyterian Care Tasmania is a smoke free Home. It is a policy of Presbyterian Care Tasmania and smoking is prohibited on the premises. Alcohol Residents may have alcohol in their rooms if they so wish and we encourage moderation. Wine and beer is served on special occasions with meals and is provided by the Home. Safety and Security Residents have access to all recreational and personal care areas of the Home. Access to the office, nursing or domestic service areas is restricted for your own safety. All exit doors are fitted with locks and alarms that are directed at restricting access to the Home at specific times, namely after dark, by unknown persons, thus providing you and your belongings with a safe and secure environment. If the front door is locked, you or your family and friends need only ring the doorbell and Staff will unlock the door for you. Risk and Activities When planning for your safety, staff balance your right to take reasonable risks, with their responsibility for your safety. Where you make the decision to undertake an activity which Staff consider carries a high risk of injury this will be discussed with you and your family if appropriate. Your Safety is our Priority Fire Safety Education is an essential component of our orientation and ongoing education program for all Staff and Residents. Regular training is carried out during the year and at various times during your stay with us you may be invited to practice fire drills and evacuations. The Home is fitted with a Fire Sprinkler System, heat and smoke detectors and has appropriate fire fighting equipment. The building is fire compartmentalised. It is important that in the event of the fire alarm sounding that you stay in your room until Staff have investigated. The Staff will notify you and assist you if you need to move to another area. Page 18

23 Please do not move around the Home as you could be moving into an area of danger not away from it. In the event of any other emergencies such as power failures, storms etc Staff will advise you of any necessary action that needs to take place. More detailed fire instructions are posted on the back of room doors. Outings Outings Family and friends are encouraged to take Residents for outings. Prior notice is necessary for Care Staff to plan for Resident s needs whilst on leave. When Residents leave the premises we request that they are entered into the leave book at Reception. Staff also needs to be informed if you leave the Home so that they can be aware of the number of Residents on the premises at any given time. This is an important consideration in the instance of an emergency situation, where evacuation of the Home may be necessary. Hospital Leave If hospital readmission is for a day procedure or for an overnight stay Transition Care will be provided to the resident up to the point of discharge from PresCare Tas, and admission to the hospital and then again from the point of discharge from the hospital and readmission to Pres Care. If a resident requires re-admission to hospital for longer than an overnight stay, the transition care episode will cease. However, the resident may be eligible for another episode of Transition Care at discharge from the hospital, the hospital staff will liaise with ACAT regarding this. Residents fees are payable during the overnight absence. Page 19

24 Residents Rights and Responsibilities Presbyterian Homes supports and adheres to the Commonwealth Government s Charter of Residents Rights and Responsibilities. CHARTER OF RESIDENTS RIGHTS AND RESPONSIBILITIES Each Resident of a Residential Transition Care Service has the RIGHT: to full and effective use of his or her personal, civil, legal and consumer rights to quality care which is appropriate to his or her needs to full information about his or her own state of health and about available treatments to be treated with dignity and respect, and to live without exploitation, abuse or neglect to live without discrimination or victimisation, and without being obliged to feel grateful to those providing his or her care and accommodation to personal privacy to live in a safe, secure and homelike environment, and to move freely both within and outside the residential care service without undue restriction to be treated and accepted as an individual, and to have his or her individual preferences taken into account and treated with respect to continue his or her cultural and religious practices and to retain the language of his or her choice, without discrimination to select and maintain social and personal relationships with any other person without fear, criticism or restriction to freedom of speech Page 20

25 CHARTER OF RESIDENTS RIGHTS AND RESPONSIBILITIES (continued) to maintain his or her personal independence, which includes a recognition of personal responsibility for his or her own actions and choices, even though some actions may involve an element of risk which the resident has the right to accept, and that should then not be used to prevent or restrict those actions to maintain control over, and to continue making decisions about, the personal aspects of his or her daily life, his or her financial affairs and possessions to be involved in the activities, associations and friendships of his or her choice, both within and outside the residential care service to have access to services and activities which are available generally in the community to be consulted on, and to choose to have input into, decisions about the living arrangements of the residential care service to have access to information about his or her rights, care, accommodation, and any other information which relates to him or her personally to complain and to take action to resolve disputes to have access to advocates and other avenues of redress to be free from reprisal, or a well-founded fear of reprisal, in any Page 21

26 CHARTER OF RESIDENTS RIGHTS AND RESPONSIBILITIES (continued) Each Resident of a Transition Residential Care has the RESPONSIBILITY: to respect the rights and needs of other people within the residential care service, and to respect the needs of the residential care service community as a whole to respect the right of staff and the proprietor to work in an environment which is free from harassment to 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 To work to achieve the goals articulated in your agreed individual care plan Inform us about any required changes to the care plan or agreement. Page 22