Older people who live in residential care facilities
	Older people who receive Community Aged Care Packages
	Older people who are finding it difficult to negotiate the aged care system and are looking for appropriate care options
	The older person's representative, someone who is acting in their best interest i.e. a family member, friend or their designated guardian.
	Staff who require information or strategies to uphold rights.

	Want ideas on how they can participate in decisions and plans regarding their care or on other matters i.e. their environment, safety, activities etc.
	Would like to find out good ideas or strategies to get better outcomes regarding their care
	Require someone to stand by their side to ensure their care is met and is up to the right standard
	Require specific information on what they are entitled to and need to discuss options that would best suit their situation
	Would like a speaker to come to their groups to discuss rights and entitlements, how to improve consultation and the importance of providing feedback to the facility or service.

Examples of concerns we can help with

Example 1

Mrs Jones had been a resident in a nursing home for 6 years. She had become quite settled and was able to keep up some of her interests. Throughout the years, she was able to sort matters out via the diversional therapist to whom she would air her concerns.

A number of matters had arisen in the past two months, and the new diversional therapist was spending more hours than not in the office. Mrs Jones had tried to discuss her issues with one of the staff in charge, but she felt she was given quick explanations and some were discounted - no action was taken. This left her with a sense of unease and dissatisfaction but she wanted to get things sorted.

Mrs Jones called ARAS. The advocate discussed and clarified the issues. There was a problem with Mrs Jones' ulcers (possibly her dressings were not applied correctly) therefore small infections were flaring up, her reading books were not being supplied and her new roommate (of the last two weeks) was waking up at night and disturbing her sleep.

The advocate was able to highlight her entitlements and represent her case. The following matters were handled at a meeting:

• Mrs Jones' care plan needed to ensure she was getting appropriate skin treatment and that it would be reviewed when not working so that another treatment regime could be tried or any problems fixed. In addition, contemporary practices regarding skin care needed to be in place.
• Mrs Jones needed to be supported so that she could continue to receive her reading books. There needed to be continuity for Mrs Jones even though there were staff changes. That is why following the care plan is important.
• In regards to sleep, the facility needed to ensure that Mrs Jones had minimal sleep disturbances. There was also a need to assist Mrs Jones' roommate to achieve good sleep.

A matter that is overarching all of these relates to the facility needing to have a complaints system that works for residents and also keeps consulting with residents regarding their care plan and its delivery.

Example 2

Mr Barrett who had lived in a hostel for 5 years found himself in an awkward situation, his grandson, John, had called ARAS on his behalf and tried to get assistance on this matter. This is what was relayed to the advocate.

Mr Barrett had lodged a complaint with the nurse in charge because he had been told by staff that from next week he would not be able to have a cup of tea at 6am and 7pm. This service was provided to him ever since he lived there. Mr Barrett would wake up and turn on his favourite radio program, the cup of tea acted as a stimulant and made him alert. At the age of 99 he had never missed out!

The advocate discussed the general rights and entitlements of residents as well as the way ARAS could help. The advocate asked John to obtain permission from Mr Barrett so that his case could be represented if that is what he wanted.

The advocate handled the matter over the phone with the Director of Care at the hostel, and she explained that as a new staff routine would be in place, staff responsibilities would not accommodate Mr Barrett's choices. The advocate further explored how to meet Mr Barrett's needs with the Director of Care. She presented how the prescribed services listed under the Aged Care Act provide for supper, therefore the cup of tea at 7pm had to be kept. This was accepted. In regards to the cup provided at 6pm the advocate began to explore the standard regarding residents right to choice and control as well as meeting his need to keep activities of his choice. In light of this the Director of Care ensured that Mr Barrett's care plan did also include his 6am cup of tea and adjusted the staff routine accordingly.

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