FAQs

Frequently Asked Questions

Fees and Charges

What are my accommodation fees?

Fees and charges are available on each individual Village page.

The government regulates some of the charges, while some are dependent on the levels of accommodation provided at each facility.

You may be required, according to the assessment of your assets undertaken by Centrelink, to pay a Refundable Accommodation Deposit. This can be paid as a lump sum, as a Daily Accommodation Payment, or a combination of both.

We provide care to a significant proportion of financially disadvantaged people, in line with our Mission, Vision and Values. Currently around 40% of our residents fall into this category.

General Philosophies and Policies

How does the home ensure quality services? Do they do more than just ‘meet’ the minimum standards set by the Australian Aged Care Quality Agency? 

Scalabrini has a robust Quality Management System, which supports and monitors our service provision across clinical care, lifestyle, environment and management systems. As part of our commitment to quality services, we strive for excellence and have a continuous improvement focus so that our service provision improves every day. Residents, relatives, volunteers and staff work together to continually enhance life at each Village.

How are new residents welcomed and assisted to settle in?

We recognise that transitioning into a new home can be a stressful time for residents and their families. To support the transition you will be allocated a Transition Nurse who is your support person during this time. Your Transition Nurse will orientate you to the Village, introduce you to the staff, talk to you about what you need to be happy and be your point of contact for the initial few months until you are comfortable.

Are there ‘strict’ routines that cannot be varied? 

No, as part of our philosophy of care you will decide on how your day unfolds.

We have flexibility built into all aspects of care and service.

Can family and friends visit any time?  

Absolutely, your family and friends are welcome anytime.

What are the entry and exit procedures for visitors?

When visitors enter or leave the Village, we ask that they sign into and out of the visitors’ book. This is to ensure that in the event of any emergency we know who is onsite.

What are the protocols for staff entering and exiting the resident’s room?  

Your room is your own private space; staff will knock and wait for your permission before entering your room.

Are there specific rules and policies around dementia specific areas or generally in relation to people who have dementia?

All residents are supported to live their best life and we do not have different rules for anyone living with Dementia.

How are disputes/issues handled by the home?

We see issues as an opportunity to improve life at Scalabrini. We encourage feedback at anytime. There are a number of options available for you, you can complete a feedback form and our Quality Coordinator will contact you to discuss the issue, you can participate in our resident and family meetings, which is an opportunity to discuss and resolve issues together or you can see the staff personally. The General Manager is available Mon – Fri and welcomes a visit at anytime.

How does the home deal with residents’ personal laundry?

We have an onsite Laundry that will launder personal clothing for residents. If you wish to take laundry home, we will instruct staff accordingly. On admission, all personal clothes will be sent to the laundry to be labelled.

What role do volunteers have in the home?

Volunteers play a very important role at Scalabrini. We consider them an integral part of the team. Volunteers support all aspects of our Villages; wellbeing activities, 1-1 support, events and trips.

How long is the waitlist?

We recommend that if you are interested in a place at Scalabrini you submit an application as soon as possible. We recommend you do this even if you are not ready for immediate admission. This will ensure that your position on the waitlist will progress.

Care

Does each resident have their own care plan and who prepares the care plan?

Every resident at Scalabrini will have their own care plan developed with the resident, their significant others and staff. The Care Plan outlines what your needs, preferences and goals are. Care Plans are reviewed every 3 months and with a change in care needs.

Is there a registered nurse on duty at the home at all times?

We have a Registered Nurse on duty around-the-clock at each Village to oversee clinical care and support residents in the event of any event.

What training and qualifications do Care Staff have? 

All Care Staff at Scalabrini have a Cert 111 in Aged Care as a minimum qualification. In addition, we have staff with a Cert 1V in Aged Care, 36 Enrolled Nurses, 88 Registered Nurses, and 549 Assistants in Nursing (AINs) across our Villages.

  • All Registered Nurses in Australia have a minimum entry qualification of a Bachelor Degree (or equivalent at the time of initial registration)
  • All Enrolled Nurses in Australia have a minimum entry qualification of Diploma (or equivalent at the time of initial registration)
  • 100% of AINs employed by Scalabrini Villages have a minimum qualification of Certificate III in Ageing (or equivalent), presently 45% of Scalabrini’s AIN staff have a Certificate IV qualification.

What forms of pain relief are available to residents?

Effective Pain Management is a vital part of quality of life. Your levels of pain will be assessed and we will work with your doctor, our wellbeing staff and nurses to ensure that pain does not affect your life or ability to participate. Our wellbeing clinic is available for all residents with many treatment options to support wellness and pain management. Finally, we will work with you and your doctor to ensure the appropriate medication is used when needed.

How are staffing levels maintained over seven days of the week?

Our Villages have a teams of carers rostered over 7 days a week.

Support teams of Registered Nurses and Enrolled Nurses also on roster to support the Care Staff and yourself. We have a casual pool of staff to ensure that any staff are replaced seamlessly when needed.

What level of complex medical care are staff able to provide? (e.g. stoma care, catheters, enteral feeding, wound management, etc.)

We are able to support you with complex care needs after consultation with the Clinical Care Manager. This is to ensure that we can support you, any required equipment is onsite and the staff have been trained in any specialised techniques or equipment use.

What happens if your care requirements change or become more complex?

We will work with you to ensure that your care needs are met. If for any reason we cannot safely provide the care, we will work closely with you to access external services or other Residential Services.

What policies are in place in relation to medical emergencies and sending residents to hospital?

If you have an Acute Event, the Registered Nurse who will make a decision about whether hospital transfer is required, will assess you. The Registered Nurse will call the ambulance, contact the family and liaise with the hospital while you are there. We have partnerships with the local hospital, which may allow treatment in the facility for some conditions.

Some people request not to be sent to hospital, this is often when people are in the palliative stage of an illness. We will support this decision and manage any symptoms onsite in consultation with specialist teams.

How are hospital transfers minimised?

Scalabrini Villages hold regular Case Conferences between residents, their families and Nursing, Medical and Allied Health professionals. These Case Conferences ensure that advanced care plans are discussed with the residents and their representatives so that in times of emergency or acute episodes the resident and family’s wishes are known and acted upon. Wherever possible, and when in the best interests of each resident, transfers to hospital are minimised.

In order to better support our residents clinically we provide additional training and education for our Registered Nurses to be able to manage complex healthcare needs in our Villages to avoid unnecessary transfers to hospital. An example of this is the current trial in educating our Registered Nurses in cannulation, as this is a common reason for resident transfers to hospital.

Are you able to provide a palliative approach to care?

Each resident is assessed by a Registered Nurse for their initial and ongoing care and clinical needs; this encompasses the assessment and planning for palliative care. By the end of October 2017 all of Scalabrini Villages’ Nursing and Care staff will have undertaken the PANACEA Program (Pain Advocacy Nurse in Aged Care for Education and Assessment) which will educate all staff in current best practice for Identifying and Assessing Pain in Older People, and Recognising Pain in People with Dementia. And our Registered and Enrolled Nurses in: Managing Pain in Older People

As residents are assessed as entering the End-of-life phase, they are cared for under a specialised End-of-life Pathway that incorporates the resident and family’s wishes for end-of-life care.

Scalabrini Villages benefit greatly from the 24 hour/day resident pastoral care program provided by our Religious Sisters who ensure that no resident dies alone. Our unique combination of clinical nursing, personal and pastoral care provides around-the-clock care for the resident and their families.

What is the home’s policy in relation to respecting a resident’s end of life wishes or advanced care directive?

Scalabrini has a framework to support end of life care and recognises the importance of support during this time. Advanced Care Planning is at the centre of this framework, we will work very closely with you, and your family to ensure that your wishes are respected, and your needs are met, during this time.

We will arrange a meeting with you, your family, staff and other support services to ensure that we understand what is important to you and your family. We will develop a Palliative Care Plan that identifies your physical, emotional, spiritual, social and family needs and wishes. Partnerships with the local Palliative Care Team mean that we can access specialist support.

In addition to staff, each Village has Religious Sisters onsite to support you during this time, whatever your spiritual needs and beliefs are.

Health and Wellness

What health and wellness opportunities or services are available to residents?

There are many different opportunities to improve your physical, social and emotional health. Each Village offers massage, exercise and stretching programs to keep you fit and flexible. Events and activities are available so you can pursue your current interests or develop some new ones. Refer to the activity calendar within the relevant Village page for current activities and programs.

Are residents able to participate in exercise programs tailored to their needs?

Our physiotherapist will work with you to design an exercise program that suits your needs and fitness goals.

What options and programs are available for people who have dementia?

All our programs are available for people living with Dementia. Staff will support participation and ensure that everyone has the opportunity to continue with their interests.

Activities and Engagement

Can you speak with the activities/lifestyle coordinator for the home?

Each Scalabrini Village employs a Wellbeing Manager who plans all events, activities and lifestyle opportunities with the residents. You will meet the Wellbeing Manager when you arrive who will discuss what is important to you, what your hobbies and interests are and any life goals you have.

What activities are generally offered – indoor and outdoor?

Our Villages offer a range of indoor and outdoor activities. There are opportunities to participate in what you enjoy, whether its gardening, music, theatre, libraries, cooking, dancing, discussion, outings or painting.

We also support residents to continue to do what they love to do at home. If your passion is cooking, reading or even cleaning, the staff will assist you to continue to live you life your way.

Can residents request specific activities or hobbies?

Absolutely, you can discuss any interests with the care staff, who will support you to pursue them.

Are residents able to go outside and spend time in the garden when they want to

Yes absolutely.  

Are residents of the home encouraged and supported to engage in meaningful activities?

Our primary focus is to support you to live a life that is both meaningful and purposeful to you. We will support you to participate in day-to-day life as much or as little as you want to.

Can family members and friends also participate in activities?

Your family is an important part of your life and therefore welcome to become part of the Village community. We also have specific programs designed to support family members within each Village.

Communication and Consultation

Is there a person or people dedicated to ‘client liaison’?

On admission, our Transition Nurse will be with you to support your move into the Village. Once you’re settled in, there are a number of people who will be available to you.

How is the health and well-being of residents observed, monitored and documented within the home?  

All our Villages use an electronic care management system, which captures all information about the care, social and emotional needs of each resident. On admission and with any change in condition the Registered Nurse, in consultation with each resident and their family, undertakes a comprehensive assessment process.

Each Village has a team of staff who are specifically trained to notice any signs that you may need assistance. Our Registered Nurses are onsite, around-the-clock, and are there to support you in the event of any significant change.

Your family is encouraged to be active members of the team. With your consent, they are provided with information about your condition and your care needs.  

What systems and processes are in place for keeping residents and families informed about events, issues and changes in the home?

There are a number of communication avenues in use at each Village. Regular Village meetings are scheduled so we can all get together and talk about current and upcoming events.

How much input can residents and their families have on how the home operates, in particular how their own care is provided.

As part of Scalabrini’s philosophy of care and service, you decide how you are supported. You and your family are an integral part of decision-making processes for the Village as a community.

How do staff/management consult with residents and families?

Staff will be in contact regularly with you and your families through a number of avenues; “Village Conferences” are held every three months – this gives you and your family an opportunity to review your needs and wishes with staff.

There are regular events and activities where residents, their families, staff and volunteers are all welcome.

Can family members phone the home and speak to care staff any time?

Family members are welcome to contact the staff at any time. Each Village employs a Registered Nurse around-the-clock to address any concerns.

Is there a residents’ committee? 

Regular Village meetings are held which informs decision-making and improvement opportunities. You will be informed about when the meetings are scheduled. In addition, we hold regular focus groups to get your feedback about key areas of care and service.

How does the home protect resident privacy?

We take privacy very seriously and have a number of strategies in place to ensure that resident’s privacy is protected:

  • All personal information is maintained in a secure area and people without clearance cannot access our Care Management System.
  • No one apart from staff with the required clearance can enter your private space.
  • All staff, as part of their orientation are trained on their responsibilities in relation to privacy and confidentiality.
  • Respecting privacy is one of the core behaviours in our ‘Sono Io’ program
Staff

What training, qualifications and experience do staff have?

  • All Registered Nurses in Australia have a minimum entry qualification of a Bachelor Degree (or equivalent at the time of initial registration).
  • All Enrolled Nurses in Australia have a minimum entry qualification of Diploma (or equivalent at the time of initial registration
  • Scalabrini provides 24 / 7 Registered Nurse coverage.
  • 100% of AINs employed by Scalabrini Villages have a minimum qualification of Certificate III in Ageing (or equivalent).  
  • All staff employed at Scalabrini go through a comprehensive induction program and ongoing development program.
  • Each position has required qualifications and experiences to ensure the staff are able to deliver excellent care and services. If you would like to see, or participate in our ongoing education program you are more than welcome.

Are staff trained specifically in caring for people with dementia 

All staff attend training in supporting people living with Dementia. Scalabrini has a Dementia Excellence Team who support skill development, Case Management, and resident and family support.

Do all staff have security/police checks? 

All staff, contractors and volunteers have a current police check as is required under the Aged Care Act.

Are there any policies in place about relationships between staff and residents? 

Scalabrini has a code of conduct and ethics that is a condition of employment for all staff. This document outlines appropriate relationships and interactions with residents.

Our ‘Sono Io’ program supports the development of great relationships between residents, staff, families and volunteers.

Do staff speak languages other than English?

Our staff are multicultural. We have a number of staff who are bilingual. If you or your loved one has a language other than English, we will discuss this with you on admission and ensure that communication is supported.

Scalabrini has partnerships with many organisations that support people from Culturally and Linguistically diverse backgrounds who can offer additional support.

Food and Drink

Are meals freshly cooked on the premise? If not, how are meals planned, prepared and provided?

Meals are cooked fresh onsite supervised by our qualified Chef.

Our menu is based on freshly cooked food, reflecting our Italian heritage and culture, whilst conforming to the provisions of the Food Act 2003, food industry standards and Scalabrini policies.

We use fresh produce from a range of accredited suppliers, and use very little frozen or pre-packaged foods. All of our vegetables, with the exception of peas and corn kernels are provided to us vacuum-packed ready for use.

All of our Villages have the same base menu, which is based on a five-week cycle. Our current menus are separated into summer and winter and reflect the food that is available on a seasonal basis.

Our menu is assessed and signed off as being compliant with Resident Daily Intake requirements by an accredited practising dietitian who specialises in aged care.

There are choices at all meals and we can provide appropriate food for people with specialised dietary requirements. There are snacks and other foods available after hours.

Are there choices about where to eat?  

There are many choices about where to eat.

How is seating decided and arranged for meals?  Does it change?

You can choose to sit where you like and this can change anytime you want – it is entirely up to you,

Are meals served only at set times?  Or is there flexibility around when residents eat?

While there is a schedule for meal-times, there are also many flexible options available should you wish to eat at other times.

There are snacks available around-the-clock.

Are menus displayed or previewed to residents?

We have a rotating menu and you will be asked what your preferences are for meals. Each day’s menu will be available for residents.

How are menus compiled?  Are residents able to contribute suggestions and requests? 

We aim to provide nutritious, delicious and high quality food. All menus have been developed by professional Chefs and reviewed by Dieticians. Residents are also involved in developing our menus and taste the options before we finalise the menu.

How many menu choices are offered for each meal?

There are two choices on the menu for lunch and dinner.

Are there special meal events – including casual barbeques or special celebrations?

Food is a big part of our Italian heritage and we have many special events and festivals which residents and their families are encouraged to attend.

Do you cater to particular diets or cultural requirements?

Our food services staff will cater for any special dietary needs.

What rules or policies about food – including food safety policies – do you have at the home?  

Scalabrini takes food safety very seriously. We have a current Food Authority licence and a robust internal and external Quality Management System that monitors our food services.

What can’t you do or have?

We are not able to serve some food items due to the Food Safety Act. If you have any questions please see the General Manager who is more than happy to go through the list.

Generally, we will work with you to ensure that your food preferences are met.

What happens if you are unable to feed yourself?

Staff will provide any assistance you require at mealtimes; whether is setting up, cutting up your meal, or fully assisting you with your meal.

 

The Physical Environment

What are the inclusions and exclusions in relation to your room and its contents?

Each room has its own bed, TV, wardrobe, drawers and bathroom cabinet.

What kind of adapted furnishings or equipment can be provided? 

All furniture has been designed to support mobility or care needs.

Personal Factors

Can residents bring their own furniture, bedding, lamps, pictures, televisions, music systems or other personal items? What are the rules around this?

Residents can bring any decorative items to make their rooms their own.

Each room has its own bed, chair and wardrobe so you will not need to bring furniture.

How does the home cater to people who have specific cultural or religious needs or language requirements? 

We understand how important culture and religion is and we support this in a number of ways. Religious Sisters live onsite and are available to offer support and connect with other religious denominations in the community if you are not Catholic.

Whatever your cultural background we will support you to remain connected to your community, celebrate your important events and continue to live the life you want to live.

Can family members and friends be involved in your care?

We consider family and friends to be a vital part of the ‘care team’ and will support them to remain actively involved in care and decision-making.

Do staff always knock and ask permission before entering a residents’ room?

One of the core behaviours of our person centred care program ‘Sono Io’ is respecting privacy and always knocking before entering any resident’s private space.

Do staff accept and welcome people who are gay, lesbian or bisexual or have other non-heterosexual identities?

Scalabrini is inclusive and we accept everyone. We will support your personhood and preferences.

Can residents choose when they want to sleep, wake, shower, eat meals?

Our ‘Sono Io’ philosophy means that we will support you to continue to do what you want, when you want. You can continue to live the life you love.