a care home. - Yellowpages.com · 2017-07-05 · A great care home… • provides opportunities for residents to enjoy activities independently e.g. knitting, puzzles, household

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Choosing a care home.A guide to finding your new home.

Aged Care

When you visit a care home for the first time, it can be difficult to make an assessment about the quality of care provided. What you see, what you hear and what you feel will influence your overall impression – but how do you interpret all this information?

We believe Person-First care is the cornerstone of quality aged care. Being Person-First means that employees value and seek to know each resident well; understand their experience; anticipate their needs and support them to retain as much personal independence and dignity as possible. If a resident’s personal and care needs are being met in a caring and supportive environment we believe a genuine sense of wellbeing will follow.

This guide has been developed by Bupa Aged Care in collaboration with the Alzheimer’s Australia Consumer Dementia Research Network.

We hope this guide will help you assess the quality of care offered by an aged care home and its suitability for you or your loved one.

This booklet can help you prepare for your visit and is also designed to help you reflect on the tour experience and rate how well a home is achieving Person-First care.

This guide will be reviewed and updated to ensure it is in line with consumer feedback. If you would like to provide feedback please contact Bupa Aged Care on 1300 302 350.

First impressions last

When you are visiting a care home you may be invited to join a group tour. You have the right to request:

• an individual tour• a tour outside of normal

business hours• to visit particular areas of

the care home (dining areas, dementia unit etc)

• to speak to people in the care home.

Decisions about care homes are often made during a very emotional time. It is important to have access to the support you need.

If you are caring for someone living with dementia you may want to contact

National Dementia Helpline 1800 100 500

or

National Carers Counselling Program 1800 242 636

More detailed information about identifying quality Person-First care can be found at our website: bupa.com.au/aged-care

1A great care home…

• welcomes visitors at all times• proudly displays its vision and values • supports families in caring for their loved ones• takes time to learn about you or your loved one • displays its current accreditation status • makes it easy for you to provide feedback • gives you a good understanding of entry requirements • clearly explains fees, charges and inclusions• has menus on display which are rotated daily.

Welcoming and inviting

Look Home 1 Home 2 Home 3

• Greeted warmly with a smile by employees

• Employees appropriately attired and identifiable

• Employees are attentive, interested and able to give relevant information or direction

• The care home looks clean and homely

Listen Home 1 Home 2 Home 3

• Residents are spoken to respectfully

• Employees introduce themselves and others thoughtfully — explaining what they do

• Employees provide clear answers to my questions

• Introductions to key people who may offer support and help in the future

Feel Home 1 Home 2 Home 3

• Warm and welcoming

• Professional but friendly

• I am treated as an individual and my needs are acknowledged

• Reassured, supported and informed

• The care home has a neutral or pleasant smell

Notes

A great care home…

• consults residents on their preferences• incorporates spiritual and cultural preferences into the daily life of

the home • knows food and meals are important • encourages residents to eat when and where they want to• offers a choice of menu for each meal• allows families to make themselves at home allowing them to help

themselves to a drink or stay for a meal • supports and helps residents with daily life whilst maintaining

their dignity.

Atmosphere


• People look relaxed, happy, comfortable and well cared for

• Privacy, personal space, and time are respected


• Noise levels are comfortable — no consistently loud or competing noise

• Ambiance is created with music or pleasant sounds or silence if preferred


• The atmosphere is focused on and contributes positively to the experience of people living in the care home

Notes

2


• provides opportunities for residents to enjoy activities independently e.g. knitting, puzzles, household jobs, gardening

• offers a range of activities that relate to the residents’ personal interests

• provides access to newspapers, library books and internet • celebrates special events, like birthdays and anniversaries • themed common rooms or outdoor areas that promote comfort

and reminiscence • encourages relatives and friends to help and support activities and;• acknowledges and includes cultural and spiritual preferences.

Engagement and activity


• People have opportunities to pursue activities and interests independently

• People look interested in what is going on or in what they are doing


• People interacting with others and are engaged in conversations

• Enjoyment and laughter


• Individual and group activities are aimed at social engagement, occupation or enjoyment and are meaningful to the person

Notes

3

At a great care home…

• employees are easily identifiable by role and name• employees care for the same group of residents every day• routines are flexible and organised around residents’ care needs• residents are treated with respect and dignity• employees are attentive and keen to offer support if a person is upset• employees are actively seeking information about the person

requiring care • employees look as though they have enough time to spend with

residents and;• employees are available to talk with families.

Interactions


• If a person is unhappy or distressed employees are attentive and offer comfort and support

• Employees are encouraging and relaxed whilst supporting and assisting the person

• Employees look as if they’ve got time to spend with residents


• Employees speak to residents respectfully in a personal way by name or title

• Employees communications with each other do not intrude on resident time or space

• Interactions by employees reflect a genuine relationship and respect for the person


• People are treated with dignity and respect, and acknowledged as an individual

• Care is focused on comfort and support

• Employees know each person well

• Individual needs and preferences are met by the care home

Notes

4

At a great care home…

• employees know residents’ personal background, preferred routines, and interests

• employees understand each resident’s abilities and support them to be independent

• employees understand each resident’s wishes for the future • residents’ spiritual, cultural and sexual needs are known and

supported • residents’ rooms are personalised and maintained with care and;• residents’ rooms are respected as their home.

Respecting the individual


• Each room looks distinctive with personal touches that reflect that individual


• Employees respect a person’s room as their personal space by knocking and seeking permission to enter


• Each person’s room feels like a personal space which reflects them

Notes

5


• has spaces that enable and support people living with dementia• provides secure care • ensures outdoor areas and gardens are safe, accessible and promote

enjoyment• has points of interest and spots in corridors where people can rest

or pause • has good signage and different areas of the home are easily

identifiable by colour, furnishings/décor• is accessible for all levels of mobility e.g. walkers, wheelchairs,

handrails and;• provides private, quiet areas throughout where residents can sit or

see visitors.

Getting around


• It is easy to find your way around the building

• It is easy for residents to get around and clear signage is available (toilets)

• There is good lighting and spaces are identifiable

• There are pleasant and inviting spaces inside and out


• There is a comfortable atmosphere without lots of intrusive announcements or noise

• There is minimal noise and disruption from kitchen, laundry or cleaning


• The care home feels welcoming and comfortable

• The care home has a warm and homelike feel and relaxed atmosphere throughout

Notes

6


• welcomes visitors to stay if a resident is ill, or wishes them to be close by

• encourages and supports families and children to visit to spend meaningful time with the resident. Play areas, toys and games etc. are available

• regularly welcomes community groups into the home and participates in community events and celebrations

• provides access to local community support like multicultural resource centres

• assists residents to go on outings and;• welcomes volunteers to further support residents.

The care home community


• See visitors flow in and out of the home with ease

• There are community events advertised and hosted within the care home


• People are being greeted and welcomed into the care home

• People visiting are offered assistance and direction if needed


• The home feels like an active part of the wider community

• There is a sense of community and belonging

Notes

7

Notes

We believe person-centred care is the cornerstone of quality aged care. Being person-centred means that staff value and seek to know each resident well; understand their experience; anticipate their needs and support them to retain as much personal independence and dignity as possible. If a resident’s personal and care needs are being met in a caring and supportive environment we believe a genuine sense of well being will follow.

The 7 Signposts of person-centred care have been developed by Bupa Care Services in collaboration with the Alzheimer’s Australia Consumer Dementia Research Network.

We hope these signposts will help you assess the quality of care offered by an aged care home and its suitability for you or your loved one.

This booklet can help you for your visit and is also designed to help you on the tour experience and rate how well a home is achieving person-centred care.

This guide will be reviewed and updated to ensure it is in line with consumer feedback. If you would like to provide any feedback on this please contact Bupa Care Services on 1300 302 350.

FIRST IMPRESSIONS LAST

INTRODUCTION DOWNLOAD OUR FREE ‘CHOOSING A CARE HOME’

APP TODAY!

Apple, and iPhone are trademarks of Apple Inc., registered in the U.S. and other countries.App Store is a service mark of Apple Inc.

Jan 2013

We believe person-centred care is the cornerstone of quality aged care. Being person-centred means that staff value and seek to know each resident well; understand their experience; anticipate their needs and support them to retain as much personal independence and dignity as possible. If a resident’s personal and care needs are being met in a caring and supportive environment we believe a genuine sense of well being will follow.

The 7 Signposts of person-centred care have been developed by Bupa Care Services in collaboration with the Alzheimer’s Australia Consumer Dementia Research Network.

We hope these signposts will help you assess the quality of care offered by an aged care home and its suitability for you or your loved one.

This booklet can help you for your visit and is also designed to help you on the tour experience and rate how well a home is achieving person-centred care.


FIRST IMPRESSIONS LAST

INTRODUCTION DOWNLOAD OUR FREE ‘CHOOSING A CARE HOME’

APP TODAY!


Jan 2013

The information contained in this publication has been developed and reviewed by Bupa Care Services in conjunction with Alzheimer's Australia and is current and based on research in collaboration with Alzheimer’s Australia. It is intended to be a guide only. Please consider whether it is appropriate for your own individual circumstances. Bupa Care Services Pty Ltd ABN 74 082 931 575 (Bupa) makes no warranties or representations regarding the quality, accuracy or completeness of the information and is not liable for any loss of damage you suffer arising out of the use of, or reliance on the information, except that which cannot be excluded by law.


FOR MORE INFORMATION:

developed in collaboration with

CHOOSING A CARE HOME

SEVEN SIGNPOSTS OF PERSON-CENTRED CARE

The information contained in this publication has been developed and reviewed by Bupa Care Services in conjunction with Alzheimer's Australia and is current and based on research in collaboration with Alzheimer’s Australia. It is intended to be a guide only. Please consider whether it is appropriate for your own individual circumstances. Bupa Care Services Pty Ltd ABN 74 082 931 575 (Bupa) makes no warranties or representations regarding the quality, accuracy or completeness of the information and is not liable for any loss of damage you suffer arising out of the use of, or reliance on the information, except that which cannot be excluded by law.


FOR MORE INFORMATION:


CHOOSING A CARE HOME

SEVEN SIGNPOSTS OF PERSON-CENTRED CARE

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po

rt them

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dep

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nity

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dem

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liance o

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atio

n, e

xcep

t that w

hic

h

canno

t be e

xclu

ded

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w.

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uid

e w

ill be re

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date

d to

ensu

re it is in

line w

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ou w

ould

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rovid

e a

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is ple

ase

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nta

ct B

up

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ices o

n 13

00

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R M

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IGN

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ST

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CA

RE

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The information contained in this publication has been developed and reviewed by Bupa Aged Care in conjunction with Alzheimer's Australia and is current and based on research in collaboration with Alzheimer’s Australia. It is intended to be a guide only. Please consider whether it is appropriate for your own individual circumstances. Bupa Aged Care Pty Ltd ABN 74 082 931 575 (Bupa) makes no warranties or representations regarding the quality, accuracy or completeness of the information and is not liable for any loss of damage you suffer arising out of the use of, or reliance on the information, except that which cannot be excluded by law.

This guide will be reviewed and updated to ensure it is in line with consumer feedback. If you would like to provide any feedback on this please contact Bupa Aged Care on 1300 302 350.


For more information:

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Visit bupa.com.au/aged-care

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