SOUTHERN CROSS CARE (VIC) CARING FOR THE MOST IMPORTANT PEOPLE IN THE WORLD
Community Services
- Community Services - What sort of care does SCC (Vic)'s Community Nursing Service provide?
- Community Services - Who is eligible for Community Nursing?
- Community Services - How do I get a SCC (Vic) Community Nurse to visit me at home?
- Community Services - What is Veterans' Home Care?
- Community Services - What is a Community Aged Care Package (CACP)?
- Community Services - How do I know if I am eligible for a Community Aged Care Package (CACP)?
- Community Services - How do I arrange for a Community Aged Care Package (CACP)?
- Community Services - What if my care needs increase?
- Community Services - What types of services are available?
- Community Services - What are the costs for Community Aged Care Packages (CACP) services?
- Community Services - What rights do I have in regard to CACP and EACH packages?
- Community Services - What processes are in place to ensure SCC (Vic) meets the required standards?
- Community Services - How do we ensure staff provide quality services?
- Community Services - Who are some of our current customers?
- Community Services - What is an Extended Aged Care at Home (EACH) package?
- Community Services - What is an Extended Aged Care at Home Dementia (EACHD) package?
- Community Services - Who is eligible for an EACH package?
- Community Services - How is an EACH package arranged?
- Community Services - What services are available on an EACH package?
- Community Services - What are the fees for EACH services?
- Community Services - What is Community Care?
Complaints
- Complaints - if I am unhappy with the service I am receiving (or my relative/friend) what options to lodge a complaint are available to me?
- Complaints - What options do I have if I am not satisfied with the response from the manager, or it is about the manager?
- Complaints - My English is not very good and I am not confident in making the complaint in English. Are there any other options available?
- Complaints - How long will it take to resolve my complaint?
- Complaints - Can I make a complaint about SCC (Vic) to an external body for investigation?
- Complaints - If I witness or suspect that a resident or client is being abused (especially physically or sexually) who should I report this to?
Dementia Services
- Dementia Services - What is Dementia?
- Dementia Services - Are there different types of dementia?
- Dementia Services - How does Dementia progress?
- Dementia Services - What is the SCC (Vic) Philosophy of Care for people living with Dementia?
- Dementia Services - Can you advise more about Dementia and the services SCC (Vic) can offer?
General
Independent Living Units
Residential Services
- Residential Services - What if my care needs become greater?
- Residential Services - What type of activities do residents enjoy?
- Residential Services - Are residents able to maintain their individual interests and community involvement?
- Residential Services - Who is eligible for residential aged care?
- Residential Services - What costs are involved in entering an aged care home?
- Residential Services - How do I organise respite care?
- Residential Services - Can I visit a SCC (Vic) residential home for a tour?
- Residential Services - Where are SCC (Vic) residential homes located?
Respite services
Supporting Us
Once a SCC (Vic)’s Community Nurse has determined your eligibility, they will assess the type of care you need. This may include assistance with personal care, wound care, diabetes, medication management and catheter and continence management. Our priority is assisting you to remain as independent as possible in your own home and providing you with high quality nursing services.
SCC (Vic) Community Nurses will assess your eligibility to receive nursing and personal care at home. Your eligibility will depend on the type of Repatriation Heath Card you carry, your place of residence and whether you receive any other nursing services or health programs.
Arranging a visit from a SCC (Vic) Community Nurse is as simple as contacting our office on (03) 9722 4646. One of our experienced Community Nurses will then visit you in your home to assess your eligibility and discuss your needs.
Alternatively, you may ask for a referral from your doctor, or if you are in hospital, a discharge planner can refer you before you go home.
Veterans’ Home Care (VHC) is a Department of Veterans’ Affairs (DVA) program designed to assist veterans, their widows and widowers, who wish to continue living at home, but who need a small amount of practical help.
Veterans requiring Veterans Home Care need to contact the Veterans’ Home Care Assessment Agency on (1300) 550 450.
A Community Aged Care Package (CACP) is a government-funded program of coordinated community care services designed to assist older people with complex care needs continue living in their own home. Each CACP is structured to suit the individual needs of the client and the number and type of services included will vary according to the requirements of each person.
SCC (Vic) is a leading provider of Community Aged Care Packages. Our skilled and experienced Care Managers and staff are committed to ensure that older people receive the care and support that meets their physical, emotional and cultural needs.
To determine your eligibility and whether a package can provide you with the kind of support you need, you must first be assessed by an Aged Care Assessment Service (ACAS). This assessment is free. Your doctor can arrange a referral to an ACAS. For more information about the Aged Care Assessment Service and to locate a service nearest you, please click here
In order to receive a CACP, you must first be assessed by an Aged Care Assessment Service (ACAS), to determine whether this program suits your individual needs. The assessment is free and can be arranged through your doctor, or you may contact ACAS directly via their website www.health.vic.gov.au/agedcare/services/assess
If you are eligible for a CACP package, a Care Manager will visit you in your home to discuss your needs and the services available to you. They will help you decide exactly what you need and then arrange for these services to come to your home. They will also prepare a written care plan, setting out the details of the package that you have agreed on.
Once the plan is in place your Care Manager will regularly visit you at home to ensure the arranged services meet your needs and to make any adjustments as your requirements change. They will liaise, on your behalf, with all the various service providers to provide a single point of contact for you and your family.
If your care needs increase whilst living at home, your Care Manager can support you to look at other alternatives, which may include moving into a residential care home.
Not everyone is able, or wants, to continue living at home as their care needs increase. You may:
- prefer the security and independence of living in one of our Independent Living Units
- require a moderate level of care provided by one of our residential homes providing low care services, or
- require access to expert 24-hour-a-day care in one of our residential homes providing high care services
Our accredited residential homes provide a warm, welcoming community that will respect your individuality, support you continuing and maintaining your relationships and provide opportunities for you to pursue new relationships and interests.
If you are living in one of our “low care” residential homes and your needs increase, you may choose to remain in familiar surroundings. In this situation we will support your choice with enhanced support and additional services.
SCC (Vic) understands that the freedom to choose where and how you live later in life can provide real peace of mind. That is why we offer a comprehensive range of community care services to support those who choose to remain living in their own home.
We can assist with:
- Services to older people and younger people with a disability
- Home Care - house cleaning, laundry, meal preparation and shopping etc
- Personal Care - assistance with showering, dressing and transport to and from appointments
- Respite care and overnight care - allowing family carers to have a break
- Care Management
- Access to nursing and allied health services
- Home and garden maintenance for client's safety
- Accessing social, recreational and educational programs
- After Hours Support Service
No matter what services you choose, they can be adapted to take into account cultural sensitivities and your changing care needs.
While Community Aged Care Packages (CACPs) are funded by the Commonwealth Government, you will be asked to pay a weekly fee to contribute to the overall cost.
If you are on the maximum basic rate of pension, your fee will not exceed 17.5% of that pension. Those on a higher income may be asked to pay additional fees.
The Commonwealth Government sets out the rights and responsibilities of CACP and EACH providers and care recipients in its Charter of Rights. SCC (Vic) provides all prospective care recipients with written information.
SCC (Vic) has a Quality Management System that involves everyone in the Organisation and includes:
- Development of a Strategic Plan
- Policies, Procedures, Work Instructions, Forms, Handbooks, Manuals to guide and support our staff in their work practices
- Audits – both internal and external
- Feedback from clients and staff
- Correction, prevention and improvement strategies - continuous improvement
SCC (Vic) strives to achieve best practice standards in everything we do and participates in:
- Commonwealth Quality Reporting to ensure Community Care Common Standards are met. Community Care Common Standards apply to Australian Government Aged Care programs, including Home and Community Care (HACC).
- Department of Human Services Standards – Replacing the previous Standards for Disability Services and Outcome Standards for Disability Services
- Department of Veterans’ Affairs - Veterans’ Home Care Quality Management Framework
- Department of Veterans’ Affairs - Community Nursing Quality Management and Performance Monitoring
SCC (Vic) aims to provide and maintain the highest standard of care and service at all times.
We ask that our staff reflect this objective in their attitude and manner towards you and all the people they support and with whom they have contact.
All staff undergo Police and reference checks and on commencement of employment participate in a comprehensive:
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Organisation induction program, and an
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On site orientation program at the regional office where they are based.
Ongoing education and learning is extremely important to ensure our staff continue to develop their skills, maintain job satisfaction and provide high standards of care.
Our Education & Learning Department provide a variety of educational opportunities for staff. Some of the areas that are covered include:
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Working with people living with Dementia with behaviours of concern
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First Aid and CPR
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Privacy and confidentiality
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Risk hazards and reporting
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Heatwave management of clients
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Manual Handling and Occupational Health and Safety
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File notes and report writing
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The Manager’s Role in Continuous Quality Improvement
Staff are also supported through regular support and supervision sessions and participate in a yearly Career Development Review process.
SCC (Vic) encourages all staff to advance their careers and provides opportunities for staff within the Organisation wherever possible.
SCC (Vic) provides:
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Veterans’ Home Care (VHC) services, funded by the Commonwealth Department of Veterans’ Affairs
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Home and Community Care (HACC) services to Local Government
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Services to Case Management Programs, including Community Aged Care Packages (CACP), Extended Aged Care at Home (EACH), EACH Dementia (EACHD) packages, Consumer Directed Care Packages and Linkages
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Department of Human Services - Disability Services Clients
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Department of Veterans’ Affairs Community Nursing Program
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Clients covered by Transport Accident Commission
An Extended Aged Care at Home (EACH) package is a coordinated program of services designed to help those with higher levels of care needs to remain living in their own home. The program caters to those who would otherwise require a higher level of care and support in a residential aged care home.
As part of the EACH program, a dedicated Care Manager will regularly visit you at home to assist you to plan your needs and ensure you receive appropriate levels of assistance and care. The Care Manager provides a single contact person for you and your family when liaising with those that provide you with care services.
This program is designed to support the growing number of older people living with dementia who wish to remain living at home. Operating in the same way as EACH, the program offers higher levels of support for carers to ease the extra pressure they face in caring for someone living with dementia.
To be eligible to receive a package, your needs must first be assessed by an Aged Care Assessment Service (ACAS) who will decide if your care needs require an EACH package or whether another care program may be more appropriate for you.
This assessment is free. Your doctor will arrange a referral to an ACAS for you, or if you prefer, you may contact the ACAS yourself by clicking here.
In order to receive an EACH package, you must first be assessed by an Aged Care Assessment Service (ACAS) to determine whether your needs require this level of care.
This assessment is free. Your doctor can arrange a referral or you may find your closest ACAS by clicking here.
Once the ACAS has determined your eligibility, a Care Manager will visit you to discuss your needs and the services that are available. They will provide information to help you decide which services you need and will then arrange for those services on your behalf. They will also provide a written care plan setting out the details of what is included in your package.
Services that may be included in your package include:
- Home Care – including house cleaning, laundry, and meal preparation
- Personal Care – assistance with showering, hygiene and dressing
- Nursing and allied health services, eg physiotherapy, etc)
- After Hours Support
- Aids and equipment
- Transport to and from appointments and shopping
- Temporary in-home respite care
- Home and garden maintenance for a client's safety
- Support and information for older people, their carers and families
- Help with accessing social, recreational and educational programs
All our EACH services take into account cultural sensitivities and can be adapted to meet your changing needs.
While Extended Aged Care at Home (EACH) packages are funded by the Commonwealth Government, you will be asked to pay a weekly fee to contribute to the cost.
If you are on the maximum basic rate of pension, your fee will not exceed 17.5% of that pension. Those on a higher income may be asked to pay additional fees.
Community Care provides support to older people who wish to stay independent and living in their own home for as long as they can. To make this happen, Southern Cross Care (Vic) offers a range of services including:
- Home care
- Personal care
- Respite services
All complaints or grievances are taken very seriously by SCC (Vic). Our preference is that, where you have a concern, the matter is raised in the first instance with the relevant manager. All investigations will be undertaken promptly, confidentially, sensitively and respectfully. Special forms that can be used for this purpose are provided at all Residential aged care homes and in the Community packs, or alternatively, you can verbally raise the complaint or write a letter to the manager. If you have a complaint, no matter how small, we welcome the opportunity to address it with you. You may also lodge the complaint to an external body - click here for details.
Where you are not satisfied with the outcome after a response from the manager, you can escalate the matter to the General Manager or to the Chief Executive Officer. If you are still dissatisfied you may use the external avenues that are listed here.
Yes, where you require assistance, an interpreter can be made available to you.
We regard resolving all complaints as a priority and the manager will arrange to talk to you about your complaint at the earliest opportunity and will provide advice to you as to how long the investigation is likely to take.
Yes.
For all aged care related complaints (including Veterans home care, Care at home packages and residential homes) click on the link http://www.health.gov.au/internet/main/publishing.nsf/content/ageing-complaints-index.htm to learn more about the options available (including advocacy).
If you are a Disability Services client, you are able to lodge a complaint with the Disability Services Commissioner, refer to the link:
http://www.odsc.vic.gov.au/complaint.htm. Information on Disability Advocates is available at http://www.drc.org.au/
For information on the Aged Care Complaints Scheme, please click here
You should immediately report this if you, on reasonable grounds, suspect that abuse is occurring (you don't need proof). Our preference is that you make the report, in the first instance, to a SCC (Vic) Manager, or the CEO, to enable the allegation to be promptly investigated in a confidential and sensitive manner. SCC (Vic) is legally required to pass on any reports of sexual or physical abuse to the police or the Federal Government Agency within 24 hours of receipt . Where the abuse is of a physical or sexual nature, the other option is for you to report it directly to the Police or to the Federal Government's Aged Care Quality and Compliance (phone 1800 550 552).
Dementia is the term used to describe the symptoms of a large group of illnesses which cause a progressive decline in a persons functioning. It is an illness of the brain and can include a decline in memory, rationality and decision-making ability. Changes in a person's behaviour and personality can also occur.
Yes, there are many forms of dementia. The most common forms of dementia are:
- Alzheimer’s disease
- Vascular dementia
- Parkinson’s disease
- Dementia with Lewy Bodies
- Frontal Temporal Dementia
Dementia progresses differently in everyone, both in the symptoms people experience and the speed at which skills and independence deteriorate. Some people can experience rapid decline over a number of months, while others can experience a slow and very gradual loss of independence over many years.
At SCC (Vic), we believe that all older people have the right to be treated with respect and dignity and be supported to lead fulfilling and positive lives. We strive to understand and respect people as unique individuals who have experienced a life before the onset of dementia. All our staff receive comprehensive education to enable them to have a good understanding and knowledge about dementia, as well as the skills to promote independence, meaningful activity and a high quality of life for those they support who are living with dementia.
Yes, you can contact our Dementia Care Consultant on (03) 8564 1800 or send an email to mail@southern-cross.org.au
Southern Cross Care (Vic) is a respected not-for-profit, Christian based organisation that has been providing assistance and care to older Victorians for more than 40 years.
We take a personalised approach, focusing on the needs, interests and desires of each person in order to nurture their physical, emotional, social and spiritual wellbeing.
Our broad range of services provided to older people, across Melbourne and Regional Victoria, enable them either to continue to live in their own home or in one of our residential aged care homes.
We pride ourselves on our professional, caring staff and the quality of the services we provide. And, of course, all our services and facilities meet the stringent government quality standards.
Whether you choose to remain living at home with the support of home care, or require the higher level of assistance offered by one of our residential homes, Southern Cross Care (Vic) offers a wide range of services across Melbourne and regional Victoria to suit your individual needs, preferences and financial circumstances.
Social responsibility in the corporate world is highly regarded by consumers when they are purchasing a product or service. By supporting a not-for-profit organisation such as SCC (Vic) you are showing your customers and clients that you are not only involved in your community, but that you care about it as well.
Southern Cross Care (Vic) provides many volunteer opportunities for those who want to help make a difference to the lives of older people. You can choose an area that best suits your interests and skills or the time you have available.
To find out more about volunteering with us, click here. Alternatively, you can email volunteer@southern-cross.org.au to register your interest in volunteering. Current volunteering vacancies can be viewed here.
Moving from a family home to an Independent Living Unit is a popular choice for many older people because they acquire a lifestyle that is free of the worries of home maintenance.
As the name suggests, residents live independently in their own private self-contained unit, tend to their own garden and courtyard, cook, shop and come and go as they please.
They enjoy the companionship and security that comes with having like-minded and similar-aged neighbours close by and, of course, their friends and family are always welcome to visit.
Our Independent Living Units are co-located with a residential facility and this often enables partners to live close to each other if one requires a greater level of care. Some of our residents enjoy having their meals at the residential facility and joining in the regular activities.
Essentially, the appeal for many residents is the wonderful blend of independence and security, companionship and privacy and most importantly, peace of mind.
Your independence is supported by the choices that you make. Many residents take advantage of the various services available to them within the broader community such as meals on wheels, home care or personal care. SCC (Vic)'s experienced Managers can advise residents about services available to them to help maintain their independence, even as their needs change.
Residents pay a weekly fee, which covers some of the costs associated with the day-to-day running of the village.
This fee generally includes:
- Public liability insurance for common areas
- Specified maintenance (internal & external) performed by competent personnel
- Gardening in common areas
- Cost of security lighting
- Replacement of heater, hot water system, and stove
Our Independent Living Units are based on an 'occupancy lease' or 'lifetime lease' arrangement. The cost of the 'ingoing contribution' varies from site to site depending on location, facilities and services.
Further details of financial arrangements can be obtained for each specific site on request.
SCC (Vic) has adopted an ageing-in-place approach to care. Where possible, residents have the choice to remain living in our low-care facility, which has become a familiar and appropriate environment to them, even as their needs increase.
Our residential homes offer a warm, welcoming community environment that encourages older people to maintain existing, and pursue new interests and connect with each other and with the broader community. Residents are encouraged to help plan and organise a varied program of activities and outings so they never feel lonely or isolated.
These activities may include:
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Newspaper discussion
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Beauty Treatment and manicures
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Cooking
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Gentle exercise
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Games (including bingo, board games, indoor bowls, etc)
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Music appreciation (including singing, listening and musical instruments)
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Regular outings to movies, shopping centres, etc
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Discussion groups
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Fashion parades
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Concerts
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Crafts and woodwork
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Celebrations for special days such as Mother’s Day, Father’s Day and birthdays
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SONAS (a multi-sensory program which aims to activate communication, particularly for those living with dementia)
Each of our residential communities has its own village bus (most with wheelchair access) and a varied program of activities that take into account individual cultural and spiritual needs. Family and friends are always welcome to join in these activities.
The staff and volunteers at our homes place great emphasis on supporting residents to maintain their life interests and roles.
A person who has been assessed by an Aged Care Assessment Service as requiring respite or permanent residential care is eligible.
Our New Resident Liaison Officer will be happy to discuss costs individually with you. Please contact David Miles on (03) 8564 1800 or email dmiles@southern-cross.org.au
Simply contact the home in which you are wishing to organise the stay and they will assist you with a booking. You will need to have a current Aged Care Assessment.
Yes, you will need to call the home and book a time for a tour. The staff will be happy to assist.
Please click here for details.
Southern Cross Care (Vic) understands how important it is for individuals caring for an older person at home to have the opportunity to take a break from this demanding role. It may be for a few hours a week to give you time to go shopping or visit friends, through to overnight care for extended periods.
Whatever the reason for needing respite, it is important to know there is support available to assist you.
We offer a range of respite options through our residential homes and community services, including:
- Day respite, providing flexible hours of care
- Overnight respite in a residential aged care or specialist respite home
- In-home care, ranging from a few hours a week to overnight care
For any queries about respite care please contact SCC (Vic) on (03) 8564 1800 or call the Commonweatlh Carer Respite Centre on (1800) 059 059.
To receive most respite services, you will need to be assessed by the Aged Care Assessment Service (ACAS). Your family GP can organise this assessment, or ACAS can be contact directly on (1800) 500 853. If approved, this assessment is valid for 12 months.
No assessment is required if you are paying privately for respite at home, or if you are accessing SCC (Vic)’s Macleod Cottage Respite Service.
Respite in an aged care residential home is funded by both the Federal Government, through its National Respite for Carers Program (NRCP), and the client. Fees are flexible and based on individual circumstances.
Email marketing@southern-cross.org.au to register for the 2014 Corporate Charity Golf Day
Email marketing@southern-cross.org.au to register for the 2013 SCC (Vic)/Commonwealth Bank Mother's Day Brunch
A corporate partner can gain much from its association with SCC (Vic), including:
- raising your public profile and adding value to your company
- receiving access through our publications to our list of clients and donors
- naming as a supporter in our annual report and newsletters, which are distributed to donors residents and other corporations, government and peak bodies
- your logo on our website, and
- contributing to your corporate social responsibility
To find out more about how your business can partner with SCC (Vic), contact:
Andy Scobie
Fundraising Manager
Phone: (03) 8564 1800
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