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Frequently asked questions – Residential Care

We understand that you may have a lot of questions to ask. Here you’ll find some of the most commonly asked questions.

What's the difference between a Nursing Home and Residential Care?

The term “Nursing Home” is – we believe – an ‘out-dated’ term to describe Residential Care. Use of the word “nursing” denotes illness and the majority of our residents are not ill, and come to live in Residential Care for a variety of reasons. With our healthy ageing approach, many residents experience improved health once they move into an ACH Group home.

At Kapara for example, an ACH Group site at Glenelg South, more than 100 residents are involved in a walking program that sees them walking mapped routes within the grounds and the local community. There has been much evidence of improved mental and physical wellbeing as a result.

Are ACH Group Residential Care facilities accredited?

All ACH Group homes have been accredited Australian Aged Care Quality and Safety Commission (the Commission). The Commission assess the quality of care and services we provide to you and other customers based on the Aged Care Quality Standards.

The standards we are assessed against are:

  1. Consumer dignity and choice
  2. Ongoing assessment and planning with consumers
  3. Personal care and clinical care
  4. Services and supports for daily living
  5. Organisation’s service environment
  6. Feedback and complaints
  7. Human Resources
  8. Organisational governance

Results of the Accreditation audits are published and available on the Aged Care Quality and Safety Commission website.

To find out more about accreditation and services, call our friendly team on 8159 3530.

How do you promote good lifestyles and quality of life for residents?

ACH Group residential care homes focus on ensuring that your lifestyle and day-to-day living continues once you enter our residential homes. Each home employs a Healthy Ageing Coordinator, who will assist you in establishing yourself into your new home.

The Healthy Ageing Coordinator will link you with services, facilities and activities that occur both within the residential home and within the surrounding community so you can continue doing what you love.

To find out about how we support you living a good life, call our friendly team on 8159 3530.

Can I bring my pet with me?

Before any pets can be moved into an ACH Group residential home, the Manager of the facility must first assess individual needs and the home’s current circumstances.

The only condition is that you must be able to care for your pet adequately and the pet can cope with the transition to the new environment

Some of ACH Group Residential Care homes have resident pets such as a cat or a bird aviary. Visits from dogs are also a common occurrence at a number of our Residential Care homes.

To find out about how we support you living with your pet, call our friendly team on 8159 3530.

Can I bring my furnishings along to my new home?

ACH Group firmly believes that you should be able to bring to your new accommodation, as much of your personal belongings as you can. This can include furniture, cabinets and display items. The rooms have been built as such that some can accommodate quite a degree of personal possessions, and this is encouraged to assist you in the transition from home to residential services.

 To find out about how you can personalise your new home with your belongings, call our friendly team on 8159 3530.

Do you offer accomodation suitable for couples?

Some ACH Group homes have been designed so that couples can continue to live together. In some cases, we can offer adjoining rooms, double rooms, or even cottage units suitable for couples.

A number of our locations have co-located retirement living adjoining or nearby to Residential Care.

ACH Group strives to provide services for couples and all enquiries from couples, where either both or one of the partners requires aged care services, are welcome.

To find out about accommodation options and availability for couples, call our friendly team on 8159 3530.

When is the right time to consider Residential Care?

For many people, moving into Residential Care is a very emotional time. Leaving behind a lifetime of memories and making a public admission that you can no longer care for yourself can be very challenging.

If you or your loved one are having trouble coping at home and the safety and security that comes with Residential Care living seems like the best option, talk to our experienced staff about how to take the next step.

You can come and take a tour of any of our Residential Care homes, and speak with our team.

ACH Group also offer information services including Planning Ahead Advisory Service and Aged Care Navigator Service to guide you through the steps.

To discuss options available for you or your loved one, call our friendly team on 8159 3530.

What documents are required as part of the application?

We offer a personalized service to support you through all steps of the admissions process.

ACH Group can help you complete the application process which requires:

  • Medical history from your doctor
  • Lodgement of ‘Income and Means Tested Assessment’ with Centrelink
  • A copy of your assessment letter from Centrelink
  • A copy of your full ACAT assessment.

For more information and guidance, call our friendly team on 8159 3530.

Can I look at a Residential Care home before applying for residential care?

We encourage you to come and tour your preferred residential care home prior to applying. This is your chance to ask any questions and see your potential new home.

We offer regular monthly tours, or visits at other times can be arranged if required.

To find out when tours are on, or to book a specific time, call our friendly team on 8159 3530.

How long is the waiting list?

Waiting times for accommodation at ACH Group Residential Care homes varies from home to home and is dependent on:

  • Type of accommodation required to meet your care needs
  • Your current care needs

 To find out about availability and wait times at your preferred residential home, call our friendly team on 8159 3530.

How can I find out if there are any vacancies at my preferred Residential Care home?

Availability at each ACH Group Residential Care home is dependent on:

  • Type of accommodation required to meet your care needs
  • Your current care needs

 To find out about availability and wait times at your preferred residential home, call our friendly team on 8159 3530.

How much does it cost to live in a Residential Care home?

The Australian Government subsidises Residential Care and if your personal circumstances allow, it is expected you will contribute towards the cost of your care. Go to MyAgedCare fee estimator for a handy tool.

Accommodation costs
If you are required to pay for your accommodation, you can choose how to pay. Options include:

  • Lump-sum payment, called a ‘refundable accommodation deposit’ (RAD). The deposit is fully refundable when you leave the residential care home, less any amounts you have agreed to have deducted;
  • A daily payment called a ‘daily accommodation payment’ (DAP), with the amount you pay based on a daily rate. These payments, unless you have paid in advance, are not refundable when you leave;
  • Or a combination of both.

Care costs
You will also need to pay for care during your stay, called a Basic Daily Care fee, which is calculated and set by the Government at 85% of the current age pension amount.

To discuss costs and payment options available to you, call our friendly team on 8159 3530.

Why do rooms have different prices?

Individual room prices are reflective of key features including:

  • Room size
  • Location
  • Outlook
  • Aspect

To view current room prices, visit the relevant Residential Care home location, or call our friendly team on 8159 3530.

How soon do I move in once I have accepted an offer?

Once you have been offered a room and accepted, it is preferable for you to move in as soon as possible.

Your family and friends may be able to assist you with the move.

The staff at ACH Group will help you settle into your new home.

If you need assistance with moving, or how we can help you, call our friendly team on 8159 3530.

When do I need to pay?

After moving into your new home in residential care, you have up to 28 days to choose how your accommodation costs will be paid i.e. Refundable Accommodation Deposit (RAD) or Daily Accommodation Payment (DAP) or combination of both.

You are still required to pay the DAP while making this decision over the 28 days.

To find out more about options available to you, call our friendly team on 8159 3530.

What if I can't afford to pay?

ACH Group considers every person even with limited financial means.

If paying for your aged care will cause you financial hardship, you can apply for government financial assistance.

Financial hardship assistance can be used to reduce your accommodation costs and cover your basic daily fee and your means-tested care fee. It cannot be used to pay for any extra services.

Depending on your personal financial situation, the Australian Government will pay for some or all of your fees and charges.

More information on financial hardship assistance is available on My Aged Care.

Or call our friendly team on 8159 3530 to discuss options available to you.

What are your staffing levels?

At ACH Group, we have a minimum requirement to have a Registered Nurse at every residential care home, on duty and available 24/7.

Each resident has a team of people to assist them with their individual needs including nurses, care workers, allied health, lifestyle, visiting GPS.

Regular reviews are conducted on our staffing to make sure we have the right mix of staff with the right skills to meet residents’ levels of need and adjusted as required.

To discuss staffing specific to your preferred residential care home and your personal needs, call our friendly team on 8159 3530.

When can my family and friends visit?

You are welcome to have visitors at any time as it is your home and your family and friends are encouraged to visit.

Consideration does need to be given to other residents living in the vicinity.

To find out more about having visitors, call our friendly team on 8159 3530.

Do ACH Group offer respite care?

ACH Group also offers respite options at selected Residential Care homes. A short stay in a Residential Care home might be just what’s needed if you are being cared for at home and your carer is unwell, going away or temporarily can’t care for you for some other reason. It can also be a good way to trial residential care to see if it’s for you.

You can read more about the respite options and locations we offer, or call our friendly team on 8159 3530.

Do you provide palliative care?

We do provide palliative care and have a supportive team to support your loved one and their families.

We encourage you to complete an advanced care directive to set out your preferences around lifestyle, health and end of life choices.

To find out about how ACH Group supports your loved ones and family, call our friendly team on 8159 3530.

Can I go on holidays or have nights away with family or friends?

You can take up to 52 nights per year for social leave.

Fees will still apply for the time you are away from your Residential Care home. The Government will continue to pay any subsidies on your behalf.

To find out more, call our friendly team on 8159 3530.

How can I provide feedback about ACH Group?

We are committed to providing the best possible service and strive for continuous improvement at every opportunity. Feedback is always welcome as a means of understanding the experiences of those in our care.

We encourage you in the first instance to raise any concerns with nursing staff or the manager, who are committed to dealing with any concerns you may have.

Feedback can also be provided to us by completing the ‘Please Let Us Know’ form located at residential homes, or complete a feedback form online found on our website.

You can read further details on our complaints resolution process, or call our friendly team on 8159 3530.