Frequently asked questions

• What happens if I get sick?
• Can I still use the services I used before moving into the SRS - for example, see my doctor, attend the day support centre, etc
• Can my friends and family visit me?
• Can I go out when I want to?
• Is there always a staff member at the SRS?
• What does it cost to live in an SRS?
• Do I need an assessment to get into an SRS?
• What should I look for in an SRS?
• What is the information for prospective residents and other interested persons?
• What is a residential statement?
• What if I want to complain about the accommodation and care at the SRS?
• What is a care plan?
• What can I bring to an SRS?
• Who will look after me at the SRS?

What happens if I get sick?
The SRS staff are required to notify your doctor and next of kin and arrange for transportation to the nearest hospital if your doctor is unavailable. Your doctor can visit the facility to conduct a medical examination and arrange for appropriate treatment.

Can I still use the services I used before moving into the SRS - for example, see my doctor, attend the day support centre, etc
Yes you can, this is your home and you are allowed to do the same things as done in the past, however you should arrange this with the proprietor of the facility prior to moving in.

Can my friends and family visit me?
Yes they can, please check with the SRS on appropriate hours for visits.

Can I go out when I want to?
Yes, however you should tell the SRS staff when you will be returning and whether a meal is required to be kept for you.

Is there always a staff member at the SRS?
There must be at least one staff member for every 30 residents, extra staff to provide adequate levels of care for residents, and sufficient staff (at least one) on site overnight to respond to the residents care needs and to ensure the safety of residents.

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What does it cost to live in an SRS?
SRSs do not receive any government subsidies. Fees are charged but are not legislated by government and vary significantly.

Some SRSs charge a fee based exclusively on the rate of pension or benefit only, while some charge fees above the pension.

The range of fees can be anywhere from $220 per week (approximately 85 per cent of the pension) up to $1,000 per week or more.

You should ensure you understand the fees and charges that apply and how you will be informed of any changes to these fees and charges before moving into the SRS.

The fees and charges should be outlined in writing in Information for Prospective Residents and other interested persons document available from the SRS and also in the Residential Statement that is prepared after you have agreed to move into an SRS.

An assessment by Aged Care Assessment Services (ACAS) is required only when entry to a Commonwealth funded residential aged care, such as hostel or nursing home, is being considered.

What should I look for in an SRS?
A good SRS has the following elements:

• Provides for the person's needs
• Respects the person's individuality
• Promotes the person's independence
• Provides a supportive environment for the person and their family and friends
• Invites input from the resident, their family and, where appropriate, their friends regarding the care and services they receive
• Uses current care practices to support residents.

A checklist is available for download which will assist you when selecting a suitable SRS.

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What is the information for prospective residents and other interested persons?
SRSs are required to provide prospective residents or other interested persons, on request, written information about the services they provide, including:

• type of services
• objectives and philosophies of the management of the service
• number of residents cared for at the service
• goods and services offered directly to residents an costs of those
• how and when the SRS will advise of any changes to the provision of goods and services and/or the fees and charges
• health and community services available to residents from outside the service
• times of routines affecting residents, for example, meal times
• procedures for receiving and handling complaints, including the external avenues of complaint available to residents
• options for ongoing management of the resident's financial and legal affairs.

What is a Residential Statement?
When you agree to move into an SRS, a document referred to as a Residential Statement must be prepared and given to you within 48 hours. It is an agreement between the resident and the proprietor outlining the services, fees and conditions applying.

The following are some points you should have included in your Residential Statement.

• details of the services that will be provided
• details of the nature of the accommodation to be provided
• the cost, including standard fees and any additional charges
• any optional services that may be organised by the SRS and associated costs
• how and when the SRS will advise of any changes in fees and charges
• arrangements if you need to be away from the SRS for a period of time, for example, either planned or an emergency, such as a hospital admission
• reasons and length of notice if the proprietor wishes to terminate your residency and require you to move out
• policy relating to smoking and alcohol
• grounds for eviction from the SRS.

The Residential Statement must be prepared in consultation with the resident and, where appropriate, a relative or guardian.

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You should check that the information in the Residential Statement is consistent with the Information for Prospective Residents and other interested persons document that was provided to you before you moved into the facility, however you may be able to negotiate special conditions with the proprietor.

What if I want to complain about the accommodation and care at the SRS?
Residents should be informed about the process for making a complaint before moving into the SRS. There are a number of options for making a complaint:

• Where possible, raise your complaints or concerns with the proprietor or manager. All SRS facilities are required to have a complaints process and all complaints have to be recorded along with the response to the complaint.
• Contact an Authorised Officer from the Department of Health.
• Speak with a Community Visitor when they visit the SRS or contact the Office of the Public Advocate and ask to speak with a Community Visitor.
• Contact the Health Services Commissioner if your complaint is about a health service provider, for example a hospital, nurse or doctor.

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What is a care plan?
When you move into an SRS, the personal care coordinator will talk with you about your health and personal needs. With your permission, they may also need to talk with your family, your doctor and other service providers. They do this to develop a care plan, which identifies your needs and sets out the services and care that will be provided to meet those needs.

What can I bring to an SRS?
SRS accommodation is a mix of either single or shared rooms that are furnished with a bed, side table and wardrobe.

There is usually only space for clothing and small personal items, however, if you wish to bring other items of furniture, discuss this with the manager before moving in.

Most SRSs do not cater for pets, however, if you have a pet and want to take it with you, discuss this with the manager.

Who will look after me at the SRS?
SRSs are required to employ a personal care coordinator (PCC) who is responsible for coordinating the personal care for all residents.

The PCC must have at least a Certificate III in Community Services (Aged Care). In some SRSs, the PCC may also be the proprietor of the facility.

There must be at least one personal care staff member rostered on duty for every 30 residents and additional support staff to provide adequate levels of care for residents.

All SRSs must have a staff member on site overnight. This is generally a ‘sleepover’, meaning the staff member sleeps on the premises but may be woken to assist residents if required.

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