FAQs

1.  Is there a restriction on visiting hours?

Visiting hours at The Willows Private Nursing Home are very flexible and we try to accommodate resident and family needs wherever possible. Visiting hours commence at 8:00am and extend to 8:00pm in the evening. However, visiting hours may be extended depending on residents’ needs.

2.  Am I able to leave the centre on occasions?

Yes, you are entitled to 52 nights leave per the calendar year.

3.  Can I have the doctor of my choice?

Yes, you can ask your current doctor if they will continue to provide care once you have entered our facility. If they are unable to we do have doctors available who can take over your care.

4.  What activities are available within the centre?

We have a Recreational Officer who organises individual and group activities for all residents. Some examples of activities regularly enjoyed include bingo, music, high tea and church services.

5.  Does the centre provide day trips?

We organise outings to various locations during the year.

6.  Are the meals cooked on the premises or brought in from outside?

All meals are freshly cooked at The Willows. A seasonal menu is developed in consultation with a Dietitian to ensure the highest standard of nutrition and taste.

7.  Will I have assistance with hygiene?

This is dependant on your assessed needs. Residents requiring assistance are supported by staff whenever required.

8.  Do I need to arrange to have my laundry done?

The Willows does the laundry for all residents. If you would like to keep your laundry separate, we can organise for it to be sent to a third party.

9.  Is physiotherapy available?

On entering The Willows all residents are assessed by a qualified physiotherapist and an individual care plan is developed based on the assessed care need, and implemented by the care staff.

10. Am I able to have a telephone in my room?

Yes, telephones can be arranged. Residents are billed directly from the telephone service provider and are responsible for ensuring that the account is paid.

11. What personal items and furnishings am I able to bring in?

No furniture should be brought into the centre without prior discussion with senior management. However, personal items such as photo frames, favourite ornaments, paintings etc. are encouraged to personalise your stay.

12. If I am taken ill will I be sent to hospital?

When a resident becomes ill the general practitioner is notified in the first instance. Should the medical officer not be available, depending on the severity of the illness, they will be transferred to hospital following notification of the person responsible.

PAYMENTS

1.  What makes up the fees?

Fees are made up of:

• Basic daily fee: this is a flat rate, fixed by the Department of Health and Aging.
• A means-tested fee: if the resident’s income is assessed as above the threshold.
• A Refundable Accommodation Bond and/or Daily Accommodation payment is also payable depending on the room you are in.  (Please see fees payable in Permanent Care Tab.)

The basic daily fee is prescribed by the Department of Health & Ageing as per the Aged Care Act. It is important that you send the Assets Declaration Statement to Centrelink or DVA as soon as you have been assessed for an aged care placement.

2.  How do I pay?

• Payment by Direct Debit: this means that the amount on your statement will be automatically withdrawn from your bank account on the 2nd Tuesday of the month.
• Payment by Direct Deposit: this means that you can deposit the stated amount to our bank account at any ANZ Branch. For this process, we will supply you with our BSB number, account number, name of bank account and a Direct Deposit
  It is important that you state the name of the person in the description or reference of your payment (depending on your bank) as this will help us to identify that the deposit is in relation to your account.

3.  How do I make an online payment (Direct Deposit)?

If you wish to pay via the internet you will need the same details as paying by Direct Deposit. We will supply you with our BSB number, account number, name of bank account and a Direct Deposit Identification number (DDIN). It is important that you include the DDIN in the reference of your internet payment as this will help us to identify that the deposit is in relation to your account.

4.  On admission do I need to pay in advance?

Yes, you are required to pay fees a month in advance. On admission you are required to pay an amount equivalent to one month of the basic daily fee, current at time of offer of placement to accept the offer of placement.

5.  How will I be invoiced?

Invoices are issued at the end of each month and include fees and charges for the following month, as set by the Australian Government and Centrelink, dependant on your individual circumstances. (Other charges may appear on your monthly account in addition to the daily care fee, DAP and means tested fees, for example Chemist). Invoices will also include pharmacy items.

ADMISSIONS

1. What is an ACAT 3020 Form? How do I get one?

An ACAT 3020 form is a requirement of entry into residential aged care under the Aged Care Act. It is also required by other government funded care services such as community aged care packages or extended aged care at home packages. It details a person’s requirements for assistance and care, and determines whether they need low care, high care or dementia specific care.

Forms can be obtained by either contacting your local ACAT team and making an appointment for them to see you in your home or a social worker or doctor can organise it for you if you are in hospital. This approval is required prior to entering care it is current for 12 months.

2. What is the Centrelink Asset Test?

The Centrelink Asset Test is a form which needs to be completed to determine your fee structure under the Aged Care Act. It comprises questions regarding all your assets and on completion needs to be sent to Centrelink at the address on the back of the form. They will send you a letter (within about 3 weeks) stating you are either assisted or non assisted. A copy of this letter needs to be given to the residential care centre. If obtained before entering care it is current for 12 months. Your social worker may have given you a copy of this form, or you can download a printable version.

3. What is the Centrelink Income Test?

The Centrelink income test is conducted by Centrelink to determine whether you need to pay an income tested fee or not. It can apply to pensioners and non pensioners and measures your income outside of the pension e.g. from rental properties or shares. You don’t need to complete any forms for this, Centrelink conduct the test, and then notify the Department of Health & Ageing, who inform the facility of the fees required. If you wish to find out further information, contact Centrelink; you can also ask to speak to a financial advisor at Centrelink.
Centrelink : P 13 23 00 | Website : www.humanservices.gov.au

POWER OF ATTORNEY

1. What is a power of attorney?

In NSW, it is a legal document that appoints one person (the attorney) to act on behalf of another (the principal or donor) in relation to their property and financial affairs. For example, the appointed attorney can buy and sell property and operate your bank accounts. It does not allow anyone to make medical or life decisions on your behalf. The attorney is someone you trust – usually a family member or close friend. You can make either an ordinary or enduring power of attorney. An ordinary power of attorney ceases to have effect if you lose the capability to make financial decisions. An enduring power of attorney continues to have effect after you lose capability to make financial decisions.

2. Who can make a power of attorney?

Anyone over 18 who wants to and is capable of understanding the nature and effect of the document. Some adults with a disability may be capable of doing this. If their capability is in doubt, an appropriate professional should assess the person’s understanding.

3. Why make an ordinary power of attorney?

You may want to make an ordinary power of attorney for a limited time if you:

• are going overseas or interstate
• are going into hospital
• are physically unable to look after your affairs
• want something dealt with in another part of the country

Remember, an ordinary power of attorney has no effect if you lose the capability to manage your own affairs.

4.  Why make an enduring power of attorney?

Because it will continue to have effect even if you lose capability, for example if you have a stroke or are injured in a car accident. Making an enduring power of attorney allows you to choose who you want to manage your financial affairs if you lose the capability to do this for yourself. It is a cheap and easy alternative to other forms of financial management such as a financial management order under the Protected Estates Act.

5. Who should I appoint as my attorney?

You will need to choose a person who is trustworthy and responsible enough to manage your finances. Unless there are special conditions, your attorney has power to dispose of your assets. Before you appoint someone you should be sure that they will do all the things you want. Your attorney is legally bound to carry out the written instructions in the power and any other instructions you may give while you are of sound mind.

The courts can intervene if your attorney acts dishonestly or improperly, but this can be expensive and may be hard to prove so be careful about choosing your attorney. You can appoint the Public Trustee or trustee company, but charges are applied. You should contact these bodies if you wish to appoint them. You can appoint more than one attorney but you should choose people who can coordinate well. You will need to see a solicitor or chamber magistrate to decide whether you want your attorneys to act jointly (together) or severally (separately).

6. Do I lose my rights if I make an enduring power of attorney?

When you make an enduring power of attorney, you are giving someone else the right to make financial decisions for you. It is effective as soon as it is signed and certified but you may tell your attorney not to use the power until you say so or until you become incapable.

Note If you keep the power of attorney document in your possession, it cannot be used against your wishes. A power of attorney can be completely general. This is what most people choose to do but you can limit the power in any way you like, such as allowing the attorney to pay only certain kinds of bills or sell your house, or limiting the time the power will operate. You should see a solicitor if you want to put limits or conditions on your attorney.