How do I apply for an aged care home?

Sight 

• Do the aged care home staff - including administrative, kitchen, cleaning and maintenance staff – seem friendly and professional?  Do they greet you with a smile?
• Do residents and care staff look happy and engaged?  Do the interactions between staff and residents seem friendly and respectful?  
• Do staff wear uniforms or are they easily identifiable? (Some homes choose not to have formal uniforms in an effort to feel more ‘home-like’.)  Staff identification should be clearly visible and include name and title.
• Is the environment pleasant and welcoming? 
• Is it clean and orderly?
• Is it too orderly or regimented? 
• What do the meals look like?
• Does the home have art, flowers or other decorative features?
• Does it have a nice aspect or views outside the building?
• Is there good natural lighting? 
• Are the grounds and outdoor areas pleasant and well-tended?
• Are there good spaces for larger social interactions as well as intimate places to be alone or have a quiet chat?
• Are smoke detectors and sprinklers installed and exits clearly marked?

Sound

• Is there laughter? 
• Are voices friendly and respectful?  
• Is there music or singing?  
• Are there ‘home’ sounds? The clatter of plates, the hiss of a coffee machine, the distant murmur of voices, a radio or a television?  
• Can you hear outside noises – birds, pets, children, lawnmowers etc?
• Are there ‘institutional’ sounds like loudspeaker announcements?

Smell 

• Does it smell pleasant?
• Are there good cooking smells?
• Are there outdoor smells? Eg. grass, trees, blossoms, rain
• Are there ‘clean smells’?
• Are there bad smells?

Touch 

• Are the buildings friendly, safe and in good repair?
• Are surfaces clean and dust-free?
• Are the furnishings comfortable?
• Is the linen fresh and in good condition?  
• Are there outdoor areas to feel the sunshine, breeze, even the rain?
• Are there animals?

Taste 

• Can you try some food?
• How is the tea and coffee?
• Is there fruit, sweets or treats available to snack on?

Remember:

• Note down your thoughts so you can relay them to other family members.

• What principles and philosophies does the home have?  
• How does the home demonstrate these principles and philosophies?
• How does the home ensure quality services? Do they do more than just ‘meet’ the minimum standards set by the Aged Care Quality and Safety Commission? 
• How are new residents welcomed and assisted to settle in?
• What are the ‘house rules’ of the home?  
• Are there ‘strict’ routines that can’t be varied? 
• Can family and friends visit any time?  
• What are the entry and exit procedures for visitors?
• What are the protocols for staff entering and exiting the resident’s room?  
• Are there specific rules and policies around dementia specific areas or people who have dementia?
• Are any pets allowed?  Can animals visit?
• How are disputes/complaints handled?
• How does the home deal with residents’ laundry?
• What role do volunteers have in the home?
• Who looks after the resident’s day-to-day finances? Can residents keep small amounts of cash in their rooms? Which staff assist residents with their finances?
• Can residents be asked to leave the home?  Why and how would this happen?
• How long is the waitlist?

• Who prepares the resident's care plan?
• Is the resident and family involved in the preparation of the care plan?
• How often are care plans reviewed?
• Is there a registered nurse on duty at the home at all times?
• What training and qualifications do care staff have? 
• What system does the home have for dispensing medications?
• What forms of pain relief are available to residents?
• What dementia care options are available?
• What policies and practices does the home follow when dealing with some of the difficult behaviours often associated with dementia?
• How are staffing levels maintained over seven days of the week?
• What level of complex medical care are staff able to provide? (eg. stoma care, catheters, enteral feeding, wound management, etc.)
• What type of care services cannot be provided? 
• What happens if your care requirements change?
• Does the home have visiting medical practitioners? How often do they visit?
• Can your own doctor visit?
• Can the home provide health services such as physiotherapy, podiatry, optometry, occupational therapy, speech therapy and dentistry?
• Does the home have access to electronic health records that can be shared with GPs, hospitals and other health services?
• Can you take your own medications yourself?
• What policies are in place for to medical emergencies and sending residents to hospital?

Plus:

• What is the home’s policy on respecting a resident’s end of life wishes or advance care directive?

• What wellness opportunities are available to residents?
• Are residents able to participate in exercise programs tailored to their needs?
• Is there a pool or gym or other facilities or equipment for older people?
• Are there relaxation or massage services?
• Is there counselling and psychological support?

Plus:

• What options are available for people who have dementia?

• Can you speak with the activities/lifestyle coordinator?
• What activities are generally offered – indoor and outdoor?
• What input do residents have in the choice of activities available?
• Can residents request specific activities or hobbies?
• What special programs does the home offer for personal enjoyment, leisure and social activities?  
• Are residents able to spend time in the garden when they want to? 
• Do residents have fun?
• Can residents attend individual external activities such as going to the theatre or a restaurant?
• Are residents encouraged and supported to engage in meaningful activities?
• Can residents participate in gardening?  Is there a vegetable garden? 
• Are newspapers and library services offered?
• Is there internet access and internet connected devices for resident use?
• Is there transport and support to attend outings?
• Is there a library?  Cinema? Computer room? Men’s shed? Art room? Music room? Swimming pool?
• Are religious and cultural festivals celebrated?

Plus:

• Can family and friends also participate in activities?

• Are there staff dedicated to ‘client liaison’?
• How is the health and well-being of residents observed, monitored and documented?  Can family have access?
• What systems are in place for keeping residents and families informed about events, issues and changes in the home?
• How much input can residents and their families have into the way the home operates, and how their care is provided?
• How does management consult with residents and families, eg regular family meetings, phone calls, wine and cheese evenings etc.
• Can family phone and speak to care staff any time?
• Is there a residents’ committee?  How does it work?
• Is there a complaints handling process.  How does it work?

Plus:

• How does the home protect resident privacy?

• Does the home comply with the Government's compulsory care minute requirements?
• What are the staff to resident ratios (how many residents does one staff member have to look after at once)?
• What are the staffing arrangements overnight?
• What kinds of training, qualifications and experience do staff have?
• Are staff trained in caring for people with dementia?
• Are there policies about relationships between staff and residents?
• What kind of training do staff – including kitchen, laundry, administration and maintenance staff – have in understanding the needs of residents with cognitive or memory care needs?
• Do staff speak languages other than English?
• Are there staff members who understand your religious or cultural needs?

Plus:

• How do staff address residents and vice versa?

• Are meals cooked fresh on the premises? If not, how are meals planned, prepared and provided?
• Are there choices about where to eat?  Is there one dining room?  Can meals be taken in your room? 
• How is seating decided and arranged for meals?  Does it change?
• Is there flexibility around when residents eat?
• Can family and friends join you for meals?
• Is there a café or alternatives to the main dining room to get snacks and meals, especially if you have visitors?
• Can you get snacks between meals?
• Are menus displayed or previewed to residents?
• How are menus compiled?  Are residents able to contribute suggestions and requests? 
• Can residents be involved in food preparation? 
• How are menus reviewed, updated and rotated over time? 
• How many menu choices are offered for each meal?
• Are there special meal events – including casual barbeques or special celebrations?
• Do they cater to particular diets or cultural requirements (eg kosher or halal?)
• Are alcoholic beverages available?
• What happens if you are unable to feed yourself?

• What are the inclusions and exclusions in relation to your room and its contents (furnishings, television, internet, pay-tv)?
• What kind of furnishings or equipment can be provided? 
• Is there a safe available for valuables?
• What additional services or facilities are available eg. hairdresser, kiosk, meeting room, prayer room?
• Are residents able to access all parts of the home, regardless of their mobility?
• What design elements are in place to support people who have dementia? 
• What design and safety arrangements are in place – either physical, technological, or policies and procedures - to ensure a safe environment and prevent falls and other accidents?   
• What technology does the home use for entertainment, communication, and safety?
• How does the home manage heating and cooling?  
• Is there natural circulation of fresh air, open doors and windows etc?
• How do staff communicate between themselves – what systems do they use?
• What security measures does the home have in place?

Plus:

• What environmental sustainability measures does the home take?

• Are there rooms that couples can share?
• Can residents bring their own furniture, bedding, lamps, pictures, televisions, music systems or other personal items? 
• How does the home cater to people who have specific cultural or religious needs or language requirements? 
• Can family members and friends be involved in care? Can they stay overnight if needed?
• Can residents invite partners to stay overnight? 
• Do staff knock and ask permission before entering a residents’ room?
• Do staff accept and welcome people who are gay, lesbian or bisexual or have other non-heterosexual identities?
• How are birthdays and personal milestones celebrated?

Plus:

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

You know it's a good aged care home when...

• The focus is on you - the staff take time to learn about you and your life, your current situation, your special needs, like and dislikes, interests and routines in order to tailor care and activities to your needs.   
• There is encouragement, inclusion and collaboration - Residents are encouraged to contribute, with assistance if needed, to their care planning, to the home’s activities and to their own independence, health and well-being.
• There is good leadership – the manager and senior staff are visible and openly engaged with staff, residents and families. 
• It is open and welcoming – staff smile warmly, there is open communication, and families and friends are encouraged to visit and make themselves at home. 
• It is up front and transparent – whether it is the organisation’s values and vision, costs, policies or accreditation status, the home makes everything is crystal clear.
• There is a 'yes' culture – the aged care home does its best to meet the specific individual needs and desires of every resident.
• It is connected to its community – whether it is local businesses, schools, community events, annual fetes or special celebrations, the home participates in the local community and brings the local community in.
• It is comfortable, professional and safe – the environments are pleasant, comforting and easy to move around; policies are sensible and clearly explained; and there are clear and observable practices and regulations to minimise risk, promote safety and ensure dignity for both residents and staff. 
• There is dignity and respect – residents are accorded the same rights, dignity and respect as all individuals in the community – their spiritual, cultural and sexual preferences are positively acknowledged and accommodated.

Plus:

• The home has full three year accreditation – if the home has received three year accreditation at its most recent assessment, it is meeting or exceeding the standards and outcomes expected by the Australian government’s Aged Care Quality and Safety Commission.