welcome to the manor - villagebaxter.com care/manor_welcome_kit.pdf · welcome to the manor ... a...

WELCOME

TO

THE MANOR

Manor Office Hours 900 AMndash 400 PM Monday ndash Friday (Public Holidays excepted) 1000 AM ndash 200 PM Saturday and Sunday Manor Manager Sue Bartlett Manor Coordinator Frances Thompson Phone 5971 6355 (24 hrs) Fax 5971 1051 (24 hrs) Email manorvillagebaxtercom Address The Manor 8 Robinsons Road Frankston South Vic 3199

Issue 2 301214

WELCOME TO YOUR NEW HOME The Manor provides a supported living environment to assist those persons who through frailty or other conditions cannot live independently We have a focus on Resident Centred Care and offer a welcoming happy environment where residents live with security comfort privacy and dignity We encourage residents to maintain their independence and decision making ability throughout their residency and wherever possible to continue to undertake the tasks they are capable of performing At The Manor relationships are valued and the continued involvement and support of family and loved ones is encouraged Our belief is that working together ensures the best possible outcomes for all concerned - Every person cared for every person valued This Welcome Pack is intended to answer some of the questions you may have and provide an outline of the care services and activities available We understand that the settling in process may take some time and hope that you will soon be joining in activities forming new friendships and enjoying the supportive environment of The Manor If there is any assistance that you need to help settle in you can speak to one of our staff at any time or contact the Manor Co-ordinator or Manor Manager during office hours

ABOUT US

The Village Baxter is a multi-tiered retirement community dedicated to the care of older persons The

Village Baxter is located on 75 acres of landscaped parkland and provides accommodation for 750 plus

residents in over 450 independent units and with two 60 suite care facilities being the Lodge and the

Manor

MISSION VISION AND VALUES

The mission that guides us

We are committed to providing high quality care accommodation and service with Christian values

The vision we desire to create

A trusted leader serving the community with every person cared for every person valued

The values we hold

We value the Christian principles upon which the Village is based We embrace the opportunity for holistic Christian ministry demonstrating Godrsquos love and compassion for all people Our journey is guided by the Christian values of honesty integrity respect generosity and humility

We value Commitment

Through the dedication and professionalism of our people we strive for excellence in fulfilling the responsibilities entrusted to us

We value Care

Through respect concern and thoughtfulness we uphold the dignity of each person

We value Leadership

With courage and confidence we inspire and nurture the desire for excellence

We value the Service of our staff and volunteers

The skills knowledge and capacity of our staff and volunteers contribute to the lives of our people our industry and our community

We value our People as individuals

All of our people have a lifetime of experience and knowledge which we respect and recognise as we respond to their individual needs We will trust encourage develop and support each other as we contribute together to the wellbeing of our community

A BRIEF HISTORY OF OUR JOURNEY SO FAR The land for the Village was purchased by the Baptist Church in 1969 and developed in 1974 1974 The first stage named The Manning Village consisting of 70 units was established 1975 The second stage to The Manning Village was completed in 1975 1976 A 10 Suite Nursing Home was built to cater for the increasing care needs of Village residents 1978 The Clarke Village opened 1980 Grant Hostel opened 1983 A new 30 Suite Nursing Home was constructed 1984 Grant Hostel was extended upstairs and the southern end 1991 Stanley Lodge (The Lodge) was opened 1992 The Day Care Centre opened 1995 Community Care services commenced

1998 The Grapevine was opened 2000 Additional Units were completed (900rsquos) Chapel was extended 2002 The Manor was opened 2008 36 units were completed 2012 36 units were completed 2013 The most recent improvement is the extension to The Lodge which has been extended to a 60 Suite Low Care Facility with Ageing in Place We are constantly improving our facilities to meet resident needs and to remain up-to-date with current market expectations OUR STANDARDS

Village Baxter is required to meet the Aged Care Accreditation Standards as determined by the

Commonwealth Department of Social Services The Village Baxter has been accredited under these

standards and routine visits to our services are conducted by The Australian Aged Care Quality Agency

Further information regarding accreditation is available on request

The Village Baxter philosophy is that of a person centred approach to care based on strong values of

honesty integrity respect generosity and humility Through respect concern and thoughtfulness we

uphold the dignity of each person

YOUR RIGHTS AND RESPONSIBILITIES

The Charter of Residents Rights and Responsibilities sets out the agreement between a Residential Aged

Care Facility (RACF) and a resident in regard to obligations upon entering The Manor A copy of the

Charter is at the rear of this booklet and a poster displaying The Charter of Residents Rights and

Responsibilities is located in the foyer near the entrance

MANOR RELOCATION

Prior to your arrival we will speak with you or a member of your family regarding the specific arrangements for your admission and answer any questions you may have Please let us know if you have any special requests or requirements If you have not seen The Manor previously we are happy to arrange a visit

FINANCE PERSONNEL AND BANKING ARRANGEMENT

Account payment and financial arrangements are made between you and the Village Baxter Accounting Officer and must be agreed and finalised prior to your admission The following items should be brought with you on your day of admission

A certified copy of your Financial Power of Attorney

A certified copy of your Medical Power of Attorney

A copy of your Advance Care Plan (if applicable)

Contact details for any Medical Dental or Allied Health Practitioners We also need to take a photocopy of the following cards for our records (The originals will be returned to you)

Pension or DVA Card

Medicare Card

Private Health Insurance Card

Ambulance Membership Card

Taxi Concession Card

Contact details for any medical or dental specialists

NDSS (diabetic) Card (if applicable) If you are changing your doctor pharmacist or allied health provider we will need their contact details to assist us in making your move as smooth as possible

PERSONAL AFFAIRS

We recommend everyone has both a Financial and Medical Treatment Enduring Power of Attorney These documents will enable your chosen persons to make decisions for you if and when you are unable to make them for yourself Further information is available on request Where either next of kin or legal representative is not available appointed the matter may be referred to Victorian Civil and Administrative Tribunal (VCAT) to appoint a representative

OTHER THINGS TO REMEMBER

Have you advised your change of address to the following

Family and friends

Centrelink or Veterans Affairs

Post Office

Banks

Council

Electoral Office

Utility Companies

Business contacts

A-Z OF MANOR LIFE

ABSENCE FOR SOCIAL ANDOR HOSPITAL LEAVE

Please advise the Manor Coordinator if you intend staying away overnight or are going on holidays In line with Government regulations you are permitted 52 days of Social Leave per financial year Beyond the 52 days residents will be required to pay the usual fee PLUS the Commonwealth subsidy in order to maintain their place in The Manor There is no time limit for hospital leave although as with Social Leave your usual fees continue to apply during your absence

ALLIED HEALTH AND OTHER PROVIDERS

Should you wish to engage additional private allied health or other therapy services we have a list of local providers available at Reception We do request that you advise our Registered Nursing Staff or Manager of any arrangements you make and ensure your treating doctor is aware of your preferences

ALTERATIONS AND ADDITIONS TO YOUR SUITE

No alterations or additions are to be made to your suite without the authority of The Village Baxter Application Forms are available from Manor Reception if required

APPOINTMENTS - MEDICAL SPECIALIST AND OTHER OUTINGS

If you have a specialist medical or external appointment please ensure our Manor Coordinator or one of our Registered Nurses is notified in advance We will ask you to take a Resident Appointment sheet with you so we are up to date with any changes to your care

The Village does not provide transport to appointments Relatives are strongly encouraged to accompany residents to appointments to provide support reassurance and assistance Where relatives cannot provide transport then bookings can be made through Home Care Services on a fee for service basis Alternatively the Manor CoordinatorReceptionist can assist with booking of taxi services

CALL BELLS

Your bedroom bathroom and communal areas have call bells to advise staff that you need assistance Staff carry pagers and each call creates an alert on their pager and on the illuminated annunciator panels in the corridors You are encouraged to use the call bell whenever you need to and staff will attend as soon as practicable Call bell response times are monitored

CARE AND SERVICES Care and Services at Village Baxter are provided in accordance with the Quality Care Principles 2014

A table at the end of this booklet describes in detail what care and services are provided by the Village Baxter in relation to HIGH CARE residents (includes residents with HIGH behaviour domain in ACFI)

If you would like any further information please see the Manor Manager

CARE PLANNING PROCESS

Over the first few weeks following your admission we will develop an individual care plan for you which will be used to guide our staff in managing your care and services This care plan is based on your medical history and a series of care assessments as well as information obtained from you andor your family These assessments may be repeated periodically particularly if your health needs change Each month one of our Registered Nurses will speak with you or telephone your preferred family member to discuss the care we are providing and answer any questions or follow up any issues you may have If the phone is unanswered a message will be left requesting a return phone call We will advise you andor your representative of any health or other issues that arise and should you wish to call us a Registered Nurse is available 24 hours a day to speak with you Our Manager is also available to meet with you during business hours Appointments are required

CHANGING CARE NEEDS AND HEALTH CONCERNS Our staff team will monitor your health and wellbeing and liaise with you and your family as your care needs change if you are unwell or if you experience an untoward event The Manor has an Ageing in Place commitment along with Security of Tenure which means as care needs increased additional resources will be implemented to meet this need You can ask to speak with one of our Registered Nurses or the Manor Manager regarding changing care needs and health concerns

You may also wish to consider making an Advance Care Plan

Advance Care Planning is a process to help you plan your medical care in advance so if you become too

unwell to make decisions for yourself your wishes can still be respected by your health care team family

and carers

Please contact the Manor Manager during business hours or one of our Registered Nurses if you would like more information Our Registered Nurses are available 24 hours seven days a week to answer questions about a residentrsquos health or wellbeing

The Village respects residentsrsquo rights not to participate in either of the above processes

CHAPEL SERVICES CHAPLAINCY AND SPIRITUAL NEEDS

Village Baxter will always endeavour to make provision for the religious beliefs of residents There are Chaplains onsite who are available for resident support Please request the Chaplaincy service at Reception or the Nurses Station If you wish our Chaplains will visit you on a regular basis The Manor has a church service in the lounge area every Wednesday and Sunday at 11am There is also an Ecumenical Service in the Chapel at 10am each Sunday Anglican services are held in the Chapel at 115pm on the 3rd Tuesday and a Catholic service on the fourth Thursday of the month at 230pm Telephone Numbers for our Chaplains are listed at the rear of this book Alternatively if the matter is urgent please see one of our Registered Nurses for further assistance

HOUSEKEEPING

The Village has a business contract with Nationwide Cleaning Services to provide housekeeping and laundry

services to The Manor Bathrooms bedrooms and common areas are all cleaned according to a predetermined

schedule Your bathroom will be serviced and your bedroom swept every dayand once per week the cleaning

staff will do a thorough clean of both areas

Personal items such as trinkets pictures furniture that do not belong to the Village are not cleaned by Nationwide Residents (or families friends) are encouraged to dust and tidy these items as part of maintaining their own belongings In situations where residents have lots of trinkets and personal items and the resident relatives or friends cannot clean or dust them then please speak with the Manor Manager

CLOTHING AND LAUNDRY SERVICE

Your personal clothing and other items are laundered at The Manor Other items such as bed linen and towels are sent to a commercial laundry

Clean clothing is usually returned to your room within 24 hours When deciding what to bring with you please keep in mind that we cannot launder clothing or personal items made of pure wool or very delicate fabric in our commercial washing machines

Alternatively you may choose to send some or all of your clothing home to be laundered by a friend or family member If this is your preference please discuss your intended arrangements with our Manor Coordinator

We will check and change your bed linen and towels on a regular basis - please let one of our staff know if you require additional items as they are readily available

Lost laundry is a concern for The Village and we rely upon residents and relatives to help us by arranging proper labelling of every item that is sent to the laundry All items laundered on site must be clearly labelled with your name using our special Ipso heat seal labels which can be ordered through The Manor office preferably before your day of admission Our laundry staff will attach these labels to your clothing as unobtrusively as possible There is no additional charge for this service

We regret that we are unable to launder items which have not been labelled using this system as iron on labels will come off in the high temperature washer and dryer and names written onto clothing in permanent marker will fade quickly from the commercial strength chemicals we are required to use

Items without labels are kept in a central lsquolost laundryrsquo area in each facility and sent to a charity if unclaimed after 3 months If you believe you are missing any clothing items please contact the Manor Coordinator as soon as possible so we can commence a search If necessary we can also arrange for you to check our lost laundry area

We recommend that you or a family member checks and if necessary replenishes your clothing from time to time as the commercial laundering process does reduce the life time of garments Washable clothing which does not need Ito be ironed is always a good choice However please keep in mind that any items purchased at a later date must be handed to a staff member for labelling before being placed in your wardrobe All reasonable care is taken during the laundry process however no responsibility can be taken for clothing or personal items which are accidentally damaged or lost

Our laundry uses commercial machines that meet Australian Laundry standards using chemicals and temperatures that kill bacteria and viruses This commercial laundry process wears clothes in particular underwear much quicker than domestic machines used at home Please understand that you will need to replace clothing at a quicker rate than you are generally used to

COMMENTS COMPLAINTS AND SUGGESTIONS

The Village welcomes all forms of feedback whether positive or negative We welcome your input as we identify many of our opportunities for improvement from the comments offered by residents relatives staff volunteers visitors and contractors In the first instance all concerns should be raised with the Manor Manager Manor Coordinator or one of our Registered Nursing staff We have a specific feedback form known as a CCIF (Compliments Complaints and Improvement Form) which you can use to tell us about your experience at the Village Baxter These forms are available at the Nursesrsquo Station and in the front foyer CCIFrsquos can be handed to the Manager Manor Coordinator or placed in the Suggestion Box at Reception Assistance is available to complete a CCIF if you require it You may also choose to discuss your concern personally with the Director of Nursing Manor Manager another senior staff member write a letter or raise it in a residentsrsquo meeting All CCIFrsquos and letters received will be acknowledged in writing unless you choose to remain anonymous However please be aware that if you choose this option we are unable to provide a personal response Please be assured that however your raise your concern all details will be managed in a confidential manner We will make every effort to resolve your concerns however if at the end of this process you are not satisfied then the following agencies may be able to assist you further These include

AGED CARE COMPLAINTS SCHEME

Department Social Services

PO Box 9848 In your capital city

PH 1800 550 552 (free call) Website wwwagedcarecomplaintsgovspacegovau (and complete the Online Complaints Form)

ELDER RIGHTS ADVOCACY (ERA)

Level 4 140 Queen Street

Melbourne VIC 3000

PH (03) 9602 3066

1800 700 600 - free call in Victoria except from mobile phones Website wwweraasnau

ELECTORAL ROLE

If you wish to make changes to details on the Electoral Roll please obtain the appropriate paperwork from the Electoral Office or their website httpwwwaecgovau

ELECTRICAL GOODS The use of certain types of electrical equipment in your suite may be restricted Please check with the Manor Coordinator or Manager before bringing any electrical equipment into your suite You may use a power board with a surge protector if you have more than one item however double adaptors are not allowed for electrical safety reasons Please also be mindful of the trip hazard that cords on the floor can cause Bar fridges are allowed in your suite however monitoring of the contents (spoilage and use by dates) and

the cleaning and maintenance of these fridges is the residentrsquos responsibility We recommend a flat screen

TV 32 inches or less (TVrsquos are also available for viewing in the lounge areas of The Manor) In order to

respect other residentrsquos comfort please ensure that headphones are available for use with your TV and

radio should you have any hearing difficulties While residents are responsible for the servicing and maintenance of their own electrical equipment it is

our policy that any new or used electrical equipment brought into the Village must be tested and tagged by

a qualified person every 2 years (This service can be provided by The Village at the request of the

resident and is at the residentrsquos expense)

FEDERAL AND STATE ELECTIONS

Prior to an election the Australian andor Victorian Electoral Commission send out information regarding procedures for that particular election Residents will be notified of their voting options well before the election date

FIRE AND EMERGENCY PROCEDURES

Manor staff are trained in fire and emergency procedures If the fire alarm sounds you are advised to stay

where you are located or within your suite until directed to relocate by staff or fire authorities Fire amp

Evacuation Plans are displayed throughout the facility

FURNITURE AND PERSONAL BELONGINGS

Residents are encouraged to personalise their suites however a safe space must be maintained A minimum circulation space of 1 metre is required around any furniture The Village reserves the right to ask relatives to remove furniture which has been assessed by staff as presenting an unacceptable risk

In addition if you like or need to listen to your radio or television at a louder than normal volume please supply and use earphones to ensure other residents are not unduly disturbed

Our Maintenance staff will assist you should you wish to hang any personal items or artwork on the walls ndash please speak to our Manor CoordinatorReception staff

HAIRDRESSING

The Manor has a hairdressing salon which hairdressers attend each week Appointments may be made through the Manor Coordinator however as the hairdressers attending the Manor are not employed by the Village the cost and quality of service is a private issue between residents and the hairdresser Payment can be made from a residentrsquos petty cash account if authority is given to Reception

HEALTH AND SAFETY RESPONSIBILITIES

The Village has an Occupational Health and Safety Committee which functions to monitor respond and facilitate the health and safety of all stakeholders Each area has an OHS representative Key responsibilities of the committee include Specific hazard control programs

Safety management plans

Health promotion

All residents and their families and friends are encouraged to contribute their ideas and recommendations

on health and safety issues at Residentrsquos Meetings or through our CCIF feedback system Should you

observe an unsafe practice or identify a hazard please report it to staff immediately

HEATING AND COOLING

Each suite has a reverse cycle heaterair conditioner Please contact one of our staff members if you need assistance with its operation

HOSPITALISATION

When a resident is admitted to hospital the Village chaplains are able to visit the resident in hospital to

provide support Relatives are strongly encouraged to maintain close and regular contact with The Manor

during any hospitalisation Misinterpreted communication about a residentrsquos condition or discharge plans

can create serious concerns for staff and residents but can be avoided by keeping in contact with the

Registered Nurse or Manor Coordinator

INDEPENDENT LIVING EQUIPMENT

The Physiotherapist and or our Physiotherapy assistant can assist you with advice about a wide range of living and mobility equipment to help maintain your independence (eg walking aids etc) The staff can organise for you to trial or borrow many items of equipment (at no charge) We supply basic mobility aids and assistance to use them at no cost however some specialised items may be at your expense We would always discuss this with you andor your representative prior to purchase

INFECTION CONTROL

In order to maintain your wellbeing protocols are in place for the management of infections at Village Baxter These protocols are intended to minimise the risk of an infection occurring andor spreading to residents visitors and staff

Our Unit Managers Meeting reviews and monitors any infections that do occur via surveillance sheets and incident reporting The Manor Manager will ensure appropriate interventions are in place should an infection control risk be identified

We do ask that your family and friends refrain from visiting you at The Manor if they are unwell

particularly with symptoms of gastroenteritis or influenza as these can spread very quickly in an aged care

facility and have potentially serious consequences

INSURANCE

The Village provides insurance cover on the contents of a residentrsquos suite to the value of $7500 If a resident has contents in excess of $7500 extra insurance can be arranged by contacting Administration to discuss the cost for additional cover Jewellery cameras computers etc are covered up to $2000 per item for all risks cover (fire theft and loss) Items in excess of this amount can be insured at an additional cost An expertrsquos valuation certificate is advisable for valuable items of jewellery and a photo andor the recording of serial numbers for other valuable items in the event a claim is required to be lodged Motorised scooters can also be insured against fire theft and liability under our policy Please contact Administration for further details on this cover In the event you need to make an insurance claim for your contents the following information will be required by our insurer proof of ownership (ie photo invoice etc) purchase value and replacement cost including any quotes All claims are lodged via Administration to our broker Please contact Administration if you require any clarification or assistance with any insurance matters

LEISURE AND LIFESTYLE ACTIVITIES

Our Leisure and Lifestyle staff arrange a variety of group and individual activities to help you enjoy your day These include our ldquoGolden Oldiesrdquo book discussion group craft quizzes crosswords gentle exercise group big screen movie and the very popular Indoor Bowls Each Friday volunteer singers from the Village join us for a group sing-a-long In fine weather there is a BBQ lunch each month and also a special afternoon tea sometimes to celebrate a special event

The daily and monthly programmes are displayed in each house and on the noticeboard outside the Activities Room with individual copies available on request You are welcome to participate in any of the activities offered according to your particular interests and preferences The choice is yours

Residents and their families are encouraged to enjoy our garden areas however we do ask that you let a staff member know before going outside

Your family and friends are also welcome to participate in the activities when visiting and with prior arrangement there is space for small family celebrations

Our Chef helps celebrate your birthday by specially preparing you a birthday cake

If you have an interest in a particular activity that is currently not available or suggestions of how to improve an existing activity please let us know

If you are travelling to a social event or appointment outside The Manor we do prefer you to be accompanied by a relative or friend as we believe this is the safest option for all concerned If you choose not to follow our recommendation you may be asked to sign a Risk Agreement prior to your departure

MAIL FACSIMILE AND PHOTOCOPYING

Residentsrsquo mail is delivered to their suites after 1200 noon Monday to Friday (excluding Public Holidays) or if preferred redirected to their Power of Attorney or a family member

The Lifestyle Department are able to assist with reading and helping residents to reply to letters

Outgoing mail may be handed to Reception or posted in the red mail box in the front foyer which is cleared

Monday to Friday after 1100am

Please note that any postage or other costs incurred are the responsibility of the resident We also make a small charge for any personal photocopying or fax transmissions you may require

MAINTENANCE

The Village has a Maintenance Department who are able to assist with building and Village Baxter equipment maintenance requirements during business hours Monday to Friday on their scheduled rounds Please be advised that maintenance staff do not service repair or maintain a residentrsquos personal items furniture and equipment You should make arrangements to contact the shopmanufacturer directly Please advise Reception or one of our Registered Nurses if you have any concerns so it can be attended as soon as possible Urgent or emergency maintenance is managed through an on-call system 24 hours a day 7 days a week coordinated by the Village Infrastructure Manager Our staff are well versed in the procedures to manage these situations if and when they do occur

MEALS AND FOOD SERVICE Village Baxter strives to provide a balanced diet suitable to the individual nutritional needs of each resident Our meals and snacks are prepared on site by our contract caterer Catercare and their team of Chefs and support staff A list of any food allergies and your personal likes and dislikes is documented in your records the day you are admitted to ensure we provide you with a diet that meets your medical requirements and personal preferences We work from a set menu which alternates weekly for four weeks and changes seasonally Meals are generally served in the dining room your suite or in one of the smaller lounge areas The choice is yours

Lunch is the main meal of the day and comprises soup a choice of main dishes and dessert The evening meal is a lighter meal accompanied by soup and dessert Relatives may have meals with residents for a small fee Please see the Manor Coordinator or Reception for costs bookings and payments We would appreciate it if your booking could be made before 10am to avoid disappointment Feedback is welcome at any time and residents can also contribute to the menu through Resident Meetings or by requesting to speak with the Catering Manager The meal times are

Breakfast 730am Morning Tea 0930am Lunch (Main Meal) 1200 noon

Afternoon Tea 230pm Evening Meal 530pm Supper 730pm If you will be absent for a meal we can hold your meal for a limited time until you return Food brought in from home If you are bringing perishable foods or alcoholic beverages into The Manor please inform the Registered Nurse so we can ensure any special dietary requirements or restrictions are met Food brought in needs to be in an airtight container marked with the residents name and date of preparation or purchase Residents are able to have their own small refrigerator in their bedroom or use the communal refrigerators in each house loungedining area Our staff will maintain the communal refrigerators but personal refrigerators are the responsibility of the resident or family member You may also enjoy a visit to our Village Baxter Cafeacute The cafeacute is located in the Grant Centre (next to the Chapel) is open from 10am until 3pm Monday to Sunday for light snacks and coffee Prices are very reasonable and available on request Main meals are served between 12md to 130pm however you will need to book before 1100am on the day you are planning to visit Take away meals and sandwiches are also available during this period or could be held for a later pick up Enquiries and reservations can be made between 800am and 400pm to the Main Kitchen on 59716316 A visit to the cafeacute can provide a pleasant alternative perhaps when family and friends are visiting

MEDICAL AND HEALTH SERVICES

There are a number of local doctors who visit residents at Village Baxter Residents or their representatives are able to select the doctor of their choice provided that they are willing to visit on a regular basis and provide an after-hours service If your current doctor is unable visit you at The Manor one of our Registered Nurses can assist you to choose a replacement doctor from the list of those currently visiting

DENTIST The Village arranges for a local dentist to attend The Manor on an annual basis This service is offered to

all Manor residents with natural teeth Maintaining dental health is very important and we encourage you

to take up the option of our visiting dentist or maintain regular dental appointments elsewhere

DENTAL TECHNICIAN A Dental Technician is available to visit you at The Manor on request and can assist with all denture related concerns DIETITIAN A Dietician visits The Manor each month to assess review and advise residents who need assistance with nutritional matters HEARING AND HEARING AID SERVICES If you are concerned about your hearing please speak to one of our Registered Nurses who will assist you If required a home visit can be arranged from one of the local hearing services OPTOMETRIST An optometrist attends The Manor on a regular basis and sees all residents at least once per year Please

speak to one of our Registered Nurses if you have any concerns about your vision or contact the Manor

Coordinator if you would like to make a routine appointment

PATHOLOGY SERVICES Pathology services such as Healthscope and Melbourne Pathology visit The Manor on a regular basis

When pathology is required nursing staff contact the pathology service and arrange a booking You will be

advised of the booking date and time

PHYSIOTHERAPY A qualified Physiotherapist is available to assess plan and implement a personalised program for all Manor residents to help maintain health and wellbeing and if possible improve your mobility and independence Physiotherapy assistants supervise and direct the planned program which is regularly reviewed by the qualified Physiotherapist

Our Physiotherapy staff can also assist you with advice about daily living products and mobility aids to assist your independence and safety

PODIATRY Podiatrists regularly visit The Manor and conduct sessions in the privacy of resident suites All residents

who have been assessed as High Care will have this service paid for by The Village High Care residents

who choose an alternative podiatry service will be asked to pay for this for themselves

SPEECH PATHOLOGY We are able to refer you to a Speech Pathologist who will visit you at The Manor should you need assistance with a communication or swallowing problem OTHER ALLIED HEALTH Please speak with one of our Registered Nurses if you would like an alternative health practitioner to visit you

MEDICATION

At the Manor residents tablet medications are dispensed in a seven day Webster pack by the Pharmacy Other medications are dispensed in individually labelled containers Our preferred pharmacist is Pharmacy NEO Towerhill who do not charge a fee for this service They also deliver to The Manor several times each day which ensures that your medications are available at the earliest possible time You may retain your choice of pharmacy if you wish however it is a requirement that they are able to pack your medications in a Webster pack Our staff will liaise with your pharmacist of choice to ensure this occurs if you wish All medications are securely stored either in the medication cupboard in your suite or in one of our

Medication Trolleys Registered and Enrolled Nursing staff will administer your medications in accordance

with the doctorrsquos orders written on your Medication Chart If you or a family member has questions or concerns regarding a particular medication please speak to the

Registered Nurse on duty Issues relating to your account should be raised directly with the Pharmacy We

can also provide plain language medication information from our data base if you would like further

information about any of your medications However for more complex discussions it is recommended

that the resident or relative raise their enquiry directly with their doctor A consultant Pharmacist reviews all resident medications biennially and provides recommendations to the

Doctors ndash this is known as a Residential Medication Management Review (RMMR) The Provider

Pharmacy also conducts regular auditing of the medication charts to ensure compliance with Accreditation

Standards

MOTOR SCOOTERSDRIVING

Motor scooters are strongly discouraged within The Manor as they present a significant safety risk to other

residents visitors and staff within the building If you wish to use your mobility scooter in the Manor please

contact the Manager who will arrange a safety assessment before permission is given Residents who do

use a scooter within The Manor are encouraged to use extreme caution and must arrange their own

insurance which should include liability insurance Residents are solely responsible for any damage or

injury that occurs as a result of their driving

NEWSPAPERS AND MAGAZINES

If newspapers or magazines are required please contact the Manor CoordinatorReception to discuss your order and delivery arrangements The supply of these items is at the expense of the resident and accounts are paid directly to the Newsagent

NOTICE BOARDS

Residents are encouraged to check the notice boards outside the Activities Room for information of interest including meetings and scheduled activities

OUR STAFF TEAM

The quality of life which residents experience does depend to an extent on the calibre of the staff caring for them We are proud of our skilled and experienced staff team who have been selected for their affinity with the Village philosophy and with older people

Our care team staff are available to assist you 24 hours a day and are expected to always interact with you in a manner which ensures good communication yet is respectful and mindful of your individual needs and preferences We recognise the individuality of each resident and will endeavour to provide you with care and services which support you to maintain andor improve your independence and enable you to make decisions for yourself make choices about the way in which you spend your time and build friendships with whom you wish

We understand that when you first move in to The Manor it may take some time to adjust to your new living situation and to get to know ldquowhorsquos whordquo We hope the following information will be helpful

There are four main groups of staff

Administrators

The Manor Manager who oversees all aspects of day to day operations at The Manor

The Manor CoordinatorReception Staff ndash who assist with all day to day administrative issues

Nurses Carers

Registered Nursing Staff who manage your care needs

Enrolled Nursing Staff who assist our Registered Nurses and help manage your care needs Day afternoon and night staff (which includes nurses and personal care assistants as appropriate)

Allied Health

Allied Health Staff eg PhysiotherapistPhysiotherapy Aide who assess and assist with movement and function

Lifestyle Staff ndash organise and present a range of activities each day

Ancillary

Ancillary Staff (which includes housekeepers laundry staff catering staff building maintenance staff gardeners)

While staff uniforms are optional we do have a dress code and all staff wear name tags to identify their name and their role at The Manor

PETS

While it is not permitted for residents to permanently have their own pets stay at The Manor visiting cats

or dogs are allowed provided they are kept on a lead at all times and do not distress our permanent

facility pets

PETTY CASH

Please contact the Manor CoordinatorReception during business hours if you would like to have a Petty Cash account for minor day to day expenses Receipts will be issued and records of transactions are kept for reference

POLICY MANUALS

All residents relatives and representatives can have access to Village Baxter policy manuals Please request to review the policies from The Manor Reception

PRIVACY AND CONSENT Village Baxter places a high premium on the protection of your personal privacy and is committed to maintaining an environment where you can have confidence in our integrity as an organisation When you are admitted to The Manor you will be asked to sign a Consent Form giving us permission to collect specific personal information about you This information is used to assist us in the planning and provision of your care and services You can be assured that the information you give us will be treated with sensitivity and confidentiality Please be aware that your information may be released to facilitate your care in an emergency situation At other times consent is required prior to releasing any information The Village Website has further information regarding the collection and storage of personal information ndash refer Australian Privacy Principles A copy is also included at the rear of this booklet

QUALITY ASSURANCE

The Village Baxter operates a Quality Assurance environment We seek the participation of residents relatives and representatives through our Compliments Complaints and Improvement Forms (CCIF) and in Resident Surveys to provide feedback to assist us to identify opportunities for improvement in the care and services we provide CCIF Forms are available in our foyer or on request from any staff member

RESIDENT MEETINGS

Residents meetings are held regularly in The Manor and a timetable is posted on the Resident notice board near the main Dining Room

All new residents and their families together with existing residents and their families are invited to attend these meetings and participate in the discussions which also provide opportunities to hear about changes and improvements that are occurring at The Manor to ask general questions and participate in service planning Resident meetings also provide us with an opportunity to gain feedback about the care and services provided Please remember however that it is not appropriate to ask personal care related questions in these open forums Personal care related questions are private matters and should be raised directly with our senior nursing staff to protect your privacy and dignity and ensure they are attended to by the most appropriate member of our staff RESIDENTS FROM NON ENGLISH SPEAKING BACKGROUNDS

We will always endeavour to make provision for individual cultural customs and beliefs Interpreters may be accessed for residents and families if required Also links with ethnic community groups will be facilitated if required

RIGHT TO REFUSE TREATMENT

All residents have the right to refuse treatment Nursing and care staff also have a duty of care to ensure your decisions will not adversely affect your health or the health of another resident If you wish to formalise your right to refuse medical treatment or to act against medical or nursing advice please speak to the Manor Manager After discussion and consultation with your GP and relevant members of your health care team (eg Physiotherapist for refusal of mobility aids) a Treatment Against Advice form or a Risk Agreement (depending on issue and application) is completed and signed In some instances a resident may feel so strongly that a refusal of Medical Treatment Certificate may also be desired Please see the Manor Manager for more information on this option

SECURITY OF TENURE

All residents residing permanently in Village Baxterrsquos Residential Aged Care Facilities have security of tenure This means that residents have the right to reside in the facility and their accommodation cannot be terminated when being transferred to hospital or on social leave or when their care needs increase There are however some limited circumstances that may necessitate a resident being asked to relocate within or leave The Manor In the extraordinary event that this is required consultation with key parties is assured and all procedures will be accordance with the User Rights Principles 2014

SIGNING IN AND OUT OF THE MANOR

The Manor has a ldquoSign InOut ldquoBook in the front foyer and we ask that you ldquosign inrdquo on arrival and ldquosign outrdquo on departure to ensure we have a record of who is in the building at any given time in the event of an emergency

If you are taking your resident out please ensure that you inform the Manor CoordinatorReceptionist andor the Registered Nurses on duty

Some of our residents have memory problems so please do not assist other residents to leave The Manor unattended If you have any concerns please contact a staff member for assistance

SMOKING

We aim to provide a smoke free environment for residents visitors and staff therefore smoking is permitted in designated outdoor areas only

We also respect the right of residents to continue smoking in their own home An individual assessment of each resident is made and regularly reviewed to ensure continued personal and general safety

Please dispose of your butts thoughtfully and use the containers provided

TELEPHONEINTERNET Residents moving to The Manor may arrange to have a telephoneinternet service connected at their own expense All residents are required to be connected through the Village Baxter telephone system and a ldquoRequest for Telephone Connectionrdquo form completed

If you are moving from within the Village the Director of Nursing or the Village Nurses will assist you to arrange the transfer of your telephone service The Manor Co-ordinator will provide assistance to residents coming from other locations

Please remember that if you are currently connected to Telstra you will need to arrange for this service to be disconnected when you move

VALUABLES Please do not keep items of value including money unsecured in your suite There is a lockable drawer with an individual lock in your bedside cabinet for you to store any money or valuable items you wish to keep with you The Manor Coordinator will provide you with a key soon after your entry to The Manor which you will need to sign for We strongly recommend that you do not store large amounts of money or extremely valuable items in your suite Please ask the Manor Coordinator or Manor Manager to arrange storage in our safe Written acknowledgements signed by Village Baxter and by or on behalf of the resident are issued and this money is then insured Whilst all care is taken regarding the safety and security of personal items no responsibility will be accepted by the Village Baxter for money (unless in our safe) or valuables should they be damaged or lost An insurance policy can be taken out for selected items Policy information can be obtained and discussed with the Village Baxter Administration Office

VACATING A SUITE A suite must be cleared of all personal belongings and furniture within 24 hours of it being vacated unless an alternative arrangement has been negotiated with the Manor Coordinator or Manor Manager or Director of Nursing We also have limited storage space and as a general rule cannot store or dispose of furniture items on your behalf Should this be necessary any costs associated with furniture removal will be added to the final account From time to time we are able to accept donations of equipment chairs or small furniture items and while these are appreciated we do ask that you discuss your intentions with our Manor Coordinator or Manor Manager to determine if there is a need first

VILLAGE BUS

Buses travel through the Village regularly en-route to Frankston Karingal Shopping Centre and Towerhill shops Information andor timetables are available if required from our Reception Desk

VISITORS

Family and friends are welcome during the day and evening but not overnight without authorisation A front door bell is available outside The Manor when visiting out of hours All visitors to The Manor are required to sign the book located on the table opposite Reception when they enter and leave the facility Residents going to appointments or other outings also need to sign out and sign back in when they return If they wish residents may entertain their visitors in the lounge areas dining room or in either of the courtyard gardens as an alternative to their bedroom Tea and Coffee is available in each house and a coffee and snack vending machine is located opposite the hairdresser salon near the foyer There is a play room near the main Dining Room which has a TV and a selection of toys although young children must always be under the supervision of an adult

Your Notes and Questions helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip

helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip

helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip


USE OF EMERGENCY CALL SYSTEM

IN MANOR

BEDSIDE CALL BELL

PRESS BUTTON ON END OF CORD

TOILET CALL BELL-

PRESS BUTTON ON TOILET HANDRAIL

OPERATION OF EMERGENCY CALL SYSTEM IN MANOR

VILLAGE BAXTER

every person cared for every person valued

TELEPHONE DIRECTORY

THE LODGE 5971 6391 THE MANOR 5971 6355

ADMINISTRATION 5971 1349

EMERGENCY SERVICE ( FIREPOLICEAMBULANCE) 000

VILLAGE CHAPLAINS 5971 6334

The Charter of Residents Rights and Responsibilities

Aged Care Act 1997 Schedule 1 User Rights Principles 2014

1 Care recipientsrsquo rights - residential care

Each care recipient has the following rights

to full and effective use of his or her personal civil legal and consumer rights to quality care 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 keep the language of his or her choice

without discrimination to select and maintain social and personal relationships with anyone else without fear criticism or

restriction to freedom of speech to maintain his or her personal independence to accept personal responsibility for his or her own actions and choices even though these may

involve an element of risk because the care recipient has the right to accept the risk and not to have the risk used as a ground for preventing or restricting his or her actions and choices

to maintain control over and to continue making decisions about the personal aspects of his or her daily life 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 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 that relates to the care recipient 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 form for taking action to enforce his

or her rights

2 Care recipientsrsquo responsibilities - residential care

Each care recipient has the following responsibilities 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 rights of staff to work in an environment 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 current state of health

Part 1mdashHotel servicesmdashto be provided for all care recipients who need them

1 Hotel servicesmdashfor all care recipients who need them

The following table specifies the hotel services that must be provided for all care recipients who need them

Hotel servicesmdashto be provided for all care recipients who need them

Item Column 1 Service

Column 2 Content

11 Administration General operation of the residential care service including documentation relating to care recipients

12 Maintenance of buildings and grounds

Adequately maintained buildings and grounds

13 Accommodation Utilities such as electricity and water

14 Furnishings Bedside lockers chairs with arms containers for personal laundry dining lounge and recreational furnishings draw-screens (for shared rooms) wardrobe space and towel rails

Excludes furnishings a care recipient chooses to provide

15 Bedding Beds and mattresses bed linen blankets and absorbent or waterproof sheeting

16 Cleaning services goods and facilities

Cleanliness and tidiness of the entire residential care service

Excludes a care recipientrsquos personal area if the care recipient chooses and is able to maintain this himself or herself

17 Waste disposal Safe disposal of organic and inorganic waste material

18 General laundry Heavy laundry facilities and services and personal laundry services including laundering of clothing that can be machine washed

Excludes cleaning of clothing requiring dry cleaning or another special cleaning process and personal laundry if a care recipient chooses and is able to do this himself or herself

19 Toiletry goods Bath towels face washers soap toilet paper tissues toothpaste toothbrushes denture cleaning preparations mouthwashes moisturiser shampoo conditioner shaving cream disposable razors and deodorant



Column 2 Content

110 Meals and refreshments

(a) Meals of adequate variety quality and quantity for each care recipient served each day at times generally acceptable to both care recipients and management and generally consisting of 3 meals per day plus morning tea afternoon tea and supper

(b) Special dietary requirements having regard to either medical need or religious or cultural observance

(c) Food including fruit of adequate variety quality and quantity and non-alcoholic beverages including fruit juice

111 Care recipient social activities

Programs to encourage care recipients to take part in social activities that promote and protect their dignity and to take part in community life outside the residential care service

112 Emergency assistance

At least one responsible person is continuously on call and in reasonable proximity to render emergency assistance

Part 2mdashCare and servicesmdashto be provided for all care recipients who need them

2 Care and servicesmdashfor all care recipients who need them

The following table specifies the care and services that must be provided for all care recipients who need them

Care and servicesmdashmdashto be provided for all care recipients who need them

Item Column 1 Care or service

Column 2 Content

21 Daily living activities assistance

Personal assistance including individual attention individual supervision and physical assistance with the following

(a) bathing showering personal hygiene and grooming

(b) maintaining continence or managing incontinence and using aids and appliances designed to assist continence management

(c) eating and eating aids and using eating utensils and eating aids (including feeding if necessary)

(d) dressing undressing and using dressing aids

(e) moving walking wheelchair use and using devices and appliances designed to aid mobility including the fitting of artificial limbs and other personal mobility aids

(f) communication including to address difficulties arising from impaired hearing sight or speech or lack of common language (including fitting sensory communication aids) and checking hearing aid batteries and cleaning spectacles

Excludes hairdressing


Special diet not normally provided

23 Emotional support

Emotional support to and supervision of care recipients

24 Treatments and procedures

Treatments and procedures that are carried out according to the instructions of a health professional or a person responsible for assessing a care recipientrsquos personal care needs including supervision and physical assistance with taking medications and ordering and reordering medications subject to requirements of State or Territory law

Includes bandages dressings swabs and saline



Column 2 Content

25 Recreational therapy

Recreational activities suited to care recipients participation in the activities and communal recreational equipment

26 Rehabilitation support

Individual therapy programs designed by health professionals that are aimed at maintaining or restoring a care recipientrsquos ability to perform daily tasks for himself or herself or assisting care recipients to obtain access to such programs

27 Assistance in obtaining health practitioner services

Arrangements for aural community health dental medical psychiatric and other health practitioners to visit care recipients whether the arrangements are made by care recipients relatives or other persons representing the interests of care recipients or are made direct with a health practitioner

28 Assistance in obtaining access to specialised therapy services

Making arrangements for speech therapists podiatrists occupational or physiotherapy practitioners to visit care recipients whether the arrangements are made by care recipients relatives or other persons representing the interests of care recipients

29 Support for care recipients with cognitive impairment

Individual attention and support to care recipients with cognitive impairment (for example dementia and behavioural disorders) including individual therapy activities and specific programs designed and carried out to prevent or manage a particular condition or behaviour and to enhance the quality of life and care for such care recipients and ongoing support (including specific encouragement) to motivate or enable such care recipients to take part in general activities of the residential care service

Part 3mdashCare and servicesmdashto be provided for all care recipients who need themmdashfees may apply (Nil Fees apply for Manor residents)



Note A care recipient to whom subsection 7(6) applies must not be charged an additional fee for the provision of care or services specified in the following table (see subsection 7(5))

Care and servicesmdashto be provided for all care recipients who need them


Column 2 Content

31 Furnishings Over-bed tables

32 Bedding materials

Bed rails incontinence sheets ripple mattresses sheepskins tri-pillows and water and air mattresses appropriate to each care recipientrsquos condition

34 Goods to assist care recipients to move themselves

Crutches quadruped walkers walking frames walking sticks and wheelchairs

Excludes motorised wheelchairs and custom made aids

35 Goods to assist staff to move care recipients

Mechanical devices for lifting care recipients stretchers and trolleys

36 Goods to assist with toileting and incontinence management

Absorbent aids commode chairs disposable bed pans and urinal covers disposable pads over-toilet chairs shower chairs and urodomes catheter and urinary drainage appliances and disposable enemas

38 Nursing services

Initial assessment and care planning carried out by a nurse practitioner or registered nurse and ongoing management and evaluation carried out by a nurse practitioner registered nurse or enrolled nurse acting within their scope of practice

Nursing services carried out by a nurse practitioner registered nurse or enrolled nurse or other professional appropriate to the service (for example medical practitioner stoma therapist speech pathologist physiotherapist or qualified practitioner from a palliative care team) acting within their scope of practice



Column 2 Content

Services may include but are not limited to the following

(a) establishment and supervision of a complex pain management or palliative care program including monitoring and managing any side effects

(b) insertion care and maintenance of tubes including intravenous and naso-gastric tubes

(c) establishing and reviewing a catheter care program including the insertion removal and replacement of catheters

(d) establishing and reviewing a stoma care program

(e) complex wound management

(f) insertion of suppositories

(g) risk management procedures relating to acute or chronic infectious conditions

(h) special feeding for care recipients with dysphagia (difficulty with swallowing)

(i) suctioning of airways

(j) tracheostomy care

(k) enema administration

(l) oxygen therapy requiring ongoing supervision because of a care recipientrsquos variable need

(m) dialysis treatment

311 Therapy services such as recreational speech therapy podiatry occupational and physiotherapy services

(a) Maintenance therapy delivered by health professionals or care staff as directed by health professionals designed to maintain care recipientsrsquo levels of independence in activities of daily living

(b) More intensive therapy delivered by health professionals or care staff as directed by health professionals on a temporary basis that is designed to allow care recipients to reach a level of independence at which maintenance therapy will meet their needs



Column 2 Content

Excludes intensive long-term rehabilitation services required following for example serious illness or injury surgery or trauma

APP Privacy Policy

Under the Privacy Act 1988 (Cth) we are required to have an Australian Privacy Principles Privacy Policy dealing with the ways we manage your personal information

Why we collect personal information

As an organisation providing aged care services and retirement living we collect and hold a range of personal information about our clientsresidents our employees and the service providers we engage

We collect this personal information so that we can deliver the best possible care services and accommodation to our clientsresidents in accordance with their needs and preferences and for the purposes of complying with our legal obligations

The kinds of personal information we collect and hold

Clients

To deliver care and services to our clientsresidents and provide accommodation we collect and hold the following types of information (where relevant)

clients names addresses and contact details and names and contact details of our clientrsquos next of kin and legal representatives

clients dates of birth

photographs of clients

information about our clientsrsquo health and care needs and medical histories as they relate to the care and services we provide

details about clientsrsquo health insurance providers

information about our clientsrsquo cultural religious linguistic and social needs and preferences

information about our clientsrsquo interests hobbies and community activities

information about any potential medical social or workplace risks involved in providing care and services to our clients

records of our interactions with clients their representatives and service providers

clientsrsquo preferences for particular care and services including activities and events

information about our clientsrsquo income assets and pension status

information about clientsrsquo fees and charges and payment history

records of entry discharge and leave arrangements

billing details

Employees and service providers

We also collect and hold certain information about our employees and service providers which includes

resumes

names and contact details

employment histories

qualifications

medical histories directly related to the individualrsquos ability to perform the inherent requirements of the position

training records and competency assessments

police certificates

How we collect personal information

Clients

In most cases we collect personal information directly from our clients andor their representatives However we also collect information from other sources such as health care providers and other personsorganisations who provide care and services to our clients as well as the Aged Care Assessment Team and other aged care providers

We also receive information from government bodies such as the Department of Social Services and Centrelink regarding our clientsrsquo eligibility to pay certain fees and charges


We collect information about our employees directly from our employees where possible We also collect information

through background checks and police checks

from referees and employment agencies

Information about service providers and their employees is collected directly from our service providers

How we store personal information

The personal information we hold about our clients employees and service providers is stored in both secure electronic and hard copy formats Staff providing clients with care and services can review client files in either format

Our use of personal information

Clients

We use clientsrsquo personal information for the primary purposes of providing them with accommodation care and services However we also use clientsrsquo personal information for other purposes including (but not limited to)

complying with our obligations under laws such as the Aged Care Act 1997 (Cth) and the Retirement Villages Act 1986 (Vic)

quality assurance and risk management

continuous quality improvement activities

From time to time we use clientsrsquo personal information for the purposes of direct marketing Clients who do not wish to have their personal information used for this purpose should contact us and tell us Employees and service providers

We use personal information about our employees and services providers for the following purposes

to assess their suitability to perform the duties required and to deliver care and services to our clients where required

to meet our obligations under relevant laws including the Aged Care Act and workplace laws

to improve the care and services we offer through quality improvement activities such as training

Circumstances in which we disclose personal information

Clients

With our clientsrsquo consent we disclose relevant personal information about our clients to other personsorganisations involved in providing the client with care and services This can include for example a clientrsquos doctor and allied health service providers For home care clients it can also include persons such as cleaners gardeners and maintenance personnel contracted to provide services to the client within their home

From time to time we may also disclose clientsrsquo personal information to third parties including

government agencies where this is necessary for us to receive funding andor comply with our legal obligations to notify the government and police of certain matters

our professional advisers


We generally only disclose certain personal information about our employees and service providers with their consent However from time to time we may have to disclose certain personal information about our employees and service providers to relevant authorities and our professional advisers

Accessing and correcting your personal information

Except in certain situations you have the right to access your personal information and ask us to correct it We will take reasonable steps to update or correct as soon as possible any information in our possession that is inaccurate incomplete out-of-date irrelevant or misleading

We may refuse to grant you access where this is permitted or required by law for example where this would have a detrimental impact on the privacy of another person If we do refuse to grant access we will give you written reasons

If you would like to access your personal information please contact Mrs Kim Ashcroft Business Manager Baptist Village Baxter 8 Robinsons Road Frankston South Victoria 3199 Phone (03) 5971 1349 Email kimashcroftvillagebaxtercom

Complaining about a breach of privacy

You have the right to complain if you believe we have breached this policy or your rights under the Australian Privacy Principles

To lodge a complaint please write to our Complaints Officer at the following address Mrs Kim Ashcroft Business Manager Baptist Village Baxter 8 Robinsons Road Frankston South Victoria 3199 Phone (03) 5971 1349 Email kimashcroftvillagebaxtercom

You can also make a complaint by

Using a service improvement form or CCIF available from any reception areas of the Village

Telephone one of our Managers 03 59 711 349

Email one of our Managers (email addresses are on wwwvillagebaxtercom)

Make an appointment to see a Manager in person

Our complaints system

We will consider your complaint and respond within a reasonable time

If you are not satisfied with our response you can contact the Office of the Australian Information Commissioner

Further information can be found at httpwwwoaicgovauprivacymaking-a-privacy-complaint

You can also contact the Aged Care Complaints Scheme in relation to any concerns you have about the care and services we provide

Online httpagedcarecomplaintsgovspacegovau

Phone 1800 550 552

Online privacy

We use ldquocookiesrdquo on our website which collect user information and data for statistical and analytic purposes Cookies are a small file that is place on your computer by a web server when you access a website they do not identify the individual user just the computer Cookies are often used on websites Most internet browsers accept cookies by default You can control the use of cookies by configuring the preferences and settings in your browser andor firewall

WELCOME TO YOUR NEW HOME The Manor provides a supported living environment to assist those persons who through frailty or other conditions cannot live independently We have a focus on Resident Centred Care and offer a welcoming happy environment where residents live with security comfort privacy and dignity We encourage residents to maintain their independence and decision making ability throughout their residency and wherever possible to continue to undertake the tasks they are capable of performing At The Manor relationships are valued and the continued involvement and support of family and loved ones is encouraged Our belief is that working together ensures the best possible outcomes for all concerned - Every person cared for every person valued This Welcome Pack is intended to answer some of the questions you may have and provide an outline of the care services and activities available We understand that the settling in process may take some time and hope that you will soon be joining in activities forming new friendships and enjoying the supportive environment of The Manor If there is any assistance that you need to help settle in you can speak to one of our staff at any time or contact the Manor Co-ordinator or Manor Manager during office hours

ABOUT US

The Village Baxter is a multi-tiered retirement community dedicated to the care of older persons The

Village Baxter is located on 75 acres of landscaped parkland and provides accommodation for 750 plus

residents in over 450 independent units and with two 60 suite care facilities being the Lodge and the

Manor






The values we hold


We value Commitment


We value Care


We value Leadership




















MANOR RELOCATION








Pension or DVA Card

Medicare Card






PERSONAL AFFAIRS




Family and friends


Post Office

Banks

Council

Electoral Office

Utility Companies

Business contacts

A-Z OF MANOR LIFE










CALL BELLS











and carers





HOUSEKEEPING
























Melbourne VIC 3000

PH (03) 9602 3066


ELECTORAL ROLE




















HAIRDRESSING





Health promotion




HEATING AND COOLING


HOSPITALISATION








INFECTION CONTROL






INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy







The values we hold


We value Commitment


We value Care


We value Leadership




















MANOR RELOCATION








Pension or DVA Card

Medicare Card






PERSONAL AFFAIRS




Family and friends


Post Office

Banks

Council

Electoral Office

Utility Companies

Business contacts

A-Z OF MANOR LIFE










CALL BELLS











and carers





HOUSEKEEPING
























Melbourne VIC 3000

PH (03) 9602 3066


ELECTORAL ROLE




















HAIRDRESSING





Health promotion




HEATING AND COOLING


HOSPITALISATION








INFECTION CONTROL






INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

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MANOR RELOCATION








Pension or DVA Card

Medicare Card






PERSONAL AFFAIRS




Family and friends


Post Office

Banks

Council

Electoral Office

Utility Companies

Business contacts

A-Z OF MANOR LIFE










CALL BELLS











and carers





HOUSEKEEPING
























Melbourne VIC 3000

PH (03) 9602 3066


ELECTORAL ROLE




















HAIRDRESSING





Health promotion




HEATING AND COOLING


HOSPITALISATION








INFECTION CONTROL






INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










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Column 2 Content














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Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


A-Z OF MANOR LIFE










CALL BELLS











and carers





HOUSEKEEPING
























Melbourne VIC 3000

PH (03) 9602 3066


ELECTORAL ROLE




















HAIRDRESSING





Health promotion




HEATING AND COOLING


HOSPITALISATION








INFECTION CONTROL






INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy








and carers





HOUSEKEEPING
























Melbourne VIC 3000

PH (03) 9602 3066


ELECTORAL ROLE




















HAIRDRESSING





Health promotion




HEATING AND COOLING


HOSPITALISATION








INFECTION CONTROL






INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


HOUSEKEEPING
























Melbourne VIC 3000

PH (03) 9602 3066


ELECTORAL ROLE




















HAIRDRESSING





Health promotion




HEATING AND COOLING


HOSPITALISATION








INFECTION CONTROL






INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy










Melbourne VIC 3000

PH (03) 9602 3066


ELECTORAL ROLE




















HAIRDRESSING





Health promotion




HEATING AND COOLING


HOSPITALISATION








INFECTION CONTROL






INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


ELECTORAL ROLE




















HAIRDRESSING





Health promotion




HEATING AND COOLING


HOSPITALISATION








INFECTION CONTROL






INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


HAIRDRESSING





Health promotion




HEATING AND COOLING


HOSPITALISATION








INFECTION CONTROL






INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


INSURANCE
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy
















MAINTENANCE























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy























MEDICATION










Standards










NOTICE BOARDS


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


OUR STAFF TEAM





Administrators



Nurses Carers



Allied Health



Ancillary



PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


PETS



facility pets

PETTY CASH


POLICY MANUALS



QUALITY ASSURANCE


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


RESIDENT MEETINGS






SECURITY OF TENURE






SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


SMOKING









VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


VILLAGE BUS


VISITORS







IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy



IN MANOR

BEDSIDE CALL BELL


TOILET CALL BELL-



VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


VILLAGE BAXTER


TELEPHONE DIRECTORY





















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


















or her rights










Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy







Column 2 Content

















Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy




Column 2 Content














Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy







Column 2 Content



















Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy




Column 2 Content

















Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy








Column 2 Content











38 Nursing services





Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy




Column 2 Content




















Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy




Column 2 Content


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy


APP Privacy Policy






Clients















billing details



resumes



qualifications



police certificates


Clients











Clients











Clients

























Phone 1800 550 552

Online privacy










Clients











Clients

























Phone 1800 550 552

Online privacy




















Phone 1800 550 552

Online privacy


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