Welcome To CROMWELL HOUSE
History
Opening in 1987, Cromwell House and Hospital was commonly known as Cromwell House. Located in a tranquil cul-de-sac, Cromwell House and Hospital was originally built as a residential care facility for elderly residents with age related disabilities
Cromwell House expanded its facilities in the summer of 1999 to include a hospital that catered to long-term residents. Upon completion of the expansion, Cromwell House and Hospital remained a privately owned and operated care facility.
From October 2019, a new era started and new chapter opened when Cromwell Business Limited take over Cromwell House and Hospital management; aiming to provide individualised, quality care for our elderly and frail residents.
Facilities
Cromwell House and Hospital is comprised of exceptional facilities that exceed our residents’ variety of needs. We understand that accommodating different types of residents require a wider range of facilities. That is why we have developed Cromwell House and Hospital into a quaint community that caters to a multitude of requirements.
Our establishment comprises of a secure dementia unit, and a private hospital.
The facility is set in a large beautiful garden and courtyard which enables residents and their families and friends to either stroll on the pathway that encompasses the fully enclosed property, or sit and relax at their leisure.
There are plenty of car parking spaces for visitors, including disability parks.
The rooms are single with heaters, wardrobes, bedside lighting, and pleasant furniture. We encourage residents to personalise their rooms with own pictures, ornaments, and furniture as space permits. Items that people have had for a long time often help especially those with dementia; recognize their own room i.e. wedding photos, armchairs, pictures, etc.
We take great pride in keeping our facilities clean and tidy. We strongly believe that a friendly, clean and safe environment is necessary in order for residents to truly feel at home.
General Information
Cromwell House and Hospital is just off Manukau Road, which is widely used by public transport. Bus stops going in either direction are less than 50 metres away from our establishment and buses run regularly.
Settling-in Period
The resident shall have a one month assessment period to ensure that he or she is happy and suitably placed. If the resident is not happy or suitably placed, then we will discuss alternative arrangements with the residents’ representative.
Additional Services (see later in this information for more specific
Details)
From time to time, the facility arranges additional services for the resident, such as hairdressing, podiatry and outings. Where the cost of these additional services is not included in the contracted fee, it shall be met by the resident directly.
Family Meetings
We encourage all families to participate in six monthly/annual care meetings.
Quality Assurance
We have an ongoing Quality Assurance Programme to ensure we maintain the highest standard of care possible. If you have any suggestions or comments you wish to make about our service, please let us know.
Admission Criteria
Admissions to Cromwell House & Hospital are accepted by the manager upon a needs assessment being presented via the appropriate DHB and accepted by Auckland District Health Board.
- All prospective admissions must be assessed by the needs assessment & co-ordination services. The standard support needs assessment protocol will ensure objectivity, and assess resident’s health status and needs can be met by the service provider.
- Income and asset / means testing for disability support services purchased by the MOH will be carried out by the New Zealand Work and Income Services.
- Clients who have the ability to pay for residential care and are not eligible for residential care subsidy should also have their needs determined by formal assessment to ensure that all clients receive the appropriate services. This should avoid the trauma of relocating people unnecessarily.
Level of Care
Cromwell House & Hospital is licensed and staffed as a rest home look after residents need Hospital level of care, Dementia level of care and rest home level of cares; we also look after young people with disabilities (YPDs).
In the case of illness while living here, we will seek advice from our doctor. If the illness is beyond our capabilities, then we will discuss with the Resident’s representative about making alternative arrangements appropriate to the Resident’s needs; or ambulance will be called for acute medical problem if indicated.
Nursing Objectives
TO NURSE RESIDENTS WITH THE AIM OF MAINTAINING OR RESTORING MAXIMUM INDEPENDENCE IN THEIR FUNCTIONS OF DAILY LIVING, RECOGNISING THEIR CULTURAL AND/OR SPIRITUAL VALUES, INDIVIDUAL PREFERENCES AND CHOSEN LIFESTYLES.
AND
DELIVERING QUALITY, HOLISTIC CARE INCORPORATING A STRONG SENSE OF EMPATHY, DIGNITY AND REGARD TO INDIVIDUAL RIGHTS NEEDS AND WISHES WITHOUT DISCRIMINATING AGAINST RACE, RELIGIOUS OR SEXUAL BELIEFS.
PROVIDING A HOMELIKE AND SAFE ENVIRONMENT FOR EACH RESIDENT AND FACILITATE AND ASSIST THE RESIDENT’S SOCIAL, SPIRITUAL, CULTURAL AND RECREATIONAL NEEDS.
- Within an encouraging and cheerful environment, residents, their families and staff are treated with dignity and respect.
- Residents are restored to and maintained at their highest possible level of potential/quality of life.
- By investigation and diagnosis (including special senses) residents are treated promptly and to the best of our knowledge and skill.
- By nursing assessment, that includes resident and family input, realistic goals are set and a plan created to meet presenting needs.
- Resident progress is regularly reviewed with every aspect of need being discussed for improvement.
- Medical, nursing and allied professional documentation is to be integrated to encourage team participation.
- Provide for residents, staff and visitors
- A safe environment at all times – free from any form of hazard
- An enjoyable environment for working in, living in and visiting.
- Staff are appropriately skilled and trained to perform at the level described in their job descriptions, and to work effectively as a multidisciplinary team.
- Ensure residents always receive excellent care:
- By regular internal monitoring of all policies relating to services provided
- By seeking and acting on consumer feedback from the effect of these policies.
- Ensuring all staff are involved in Quality Assurance activities meetings, programs and projects.
- Ensuring residents are made aware of their rights and the avenues by which they can share their concerns and appeal decisions they do not agree with. Ensuring residents’ privacy and dignity are preserved at all times.
- Ensuring that the home is administered on business principals with effective communication between management and staff.
Care & Services Provided
STAFF
Manager: Our Manager/ Clinical Manager Jenny Liu is a qualified New Zealand trained Registered Nurse with Bachelor of Nursing and Master of Nursing Degrees. Jenny Has spent about 10 years working at Auckland District Health Board focusing on the rehabilitation and Older People Health. In the recent three to four years, Jenny has worked as Clinical Manager and Facility Manager at St Patricks Home and Hospital, which now is the sister facility of Cromwell House and Hospital. Jenny has a holistic approach while focusing on the individualised residents’ care; and resident’s rights and well being are top priorities for her.
CEO/Director: As one of the new owners and the new management team at Cromwell House and Hospital; CEO/Director David Rankin has Bachelor of Engineering Degree from the University of Auckland and MBA degree from Auckland University of Technology (AUT). Mr David Rankin is also an Ngapuhi Leader of Maori community. The management team aim to help the residents in their care to find as much fulfilment in life at Cromwell House and Hospital.
Doctor: After Dr. Paul Trotman has visited the facility regularly for over 10 years. Dr Monirul Islam has looked after residents at Cromwell House with Dr Paul Trotman’s highly recommendation. Dr Islam visits weekly and attends to urgent situations as and when required.
Registered Nurses: Our team of Registered Nurses are led by Jenny with the support of the Clinical Leader Nalini Reddy NZRN. All our Registered Nurses receive regular in service training which includes training provided by Auckland District Health Board and other suitable training provider’s.
Residential Care Officers/Healthcare Assistants: Our highly trained RCO/HCA’s ensure that Cromwell House and Hospital’s residents remain comfortable and safe. All RCO’s are trained in Dementia Care Our staff have been chosen not only for their professionalism, but also for their caring approach to residents.
We ensure a high level of individual care for the residents by employing devoted team members who are focused on the residents’ well-being.
Activities Coordinator: Tom van Dongen, our Diversional Therapist in conjunction with the Management Team along with the outer entertainers contracted facilitate a positive and energetic environment through a series of activities and events. Exercise regimes, word games, cross word, visiting musicians and singing are a few examples that are offered under our Activities Program. Residents who are more inclined for active outings can participate in our regular bus trips.
MEDICAL & NURSING SERVICES
Doctor: Our attending GP visits as per our contract with the DHB:- Private Hospital Level Residents are seen monthly or as clinically needed. Dementia Residents and Rest Home level of care Residents are seen once every three months or when clinically needed.
Should, however, the resident prefer his or her own doctor, then that doctor should be prepared to attend in the case of an emergency, and the cost shall be met by the resident directly. Doctor’s cost incurred by private paying clients will be passed on.
Our doctor also does regular client medical reviews.
If family /whanau have something they want to discuss regarding the care of their family member, please arrange an appointment through the registered nurse on duty.
After hours: Our GP provide on call service after hours. However, if medical emergency occurs, the residents will be sent to Auckland City Hospital Emergency Department on the decision of the RN /Clinical Leader/Clinical Manager on duty.
Nursing Care: Registered nurses are on duty 24 hours a day / seven days a week;
Medication: All medication is controlled and administered by Medication competent Staff overseen by a Registered Nurse and is strictly monitored to ensure that it is safely and correctly administered. The electronic Medimap system have launched in November 2019 to replace the paper medication chart and administration system.
ALLIED HEALTH SERVICES
Recreational Activities Programme: We believe that by keeping the mind and body active, a better quality of life is maintained. Facilitated for this purpose, we offer a range and series entertainment, and in-house and outside recreational activities for residents, from crosswords, puzzles, reading, balloon games, hairdressing, hand and foot massage, exercises and bus trips and other activities which are seen as appropriate for each residents needs.
It is the residents’ choice whether or not they participate in the activities of our home.
Client Advocacy: Any residents and family / whanau who wishes to obtain the services of an advocate at any time will be referred to the Health Advocacy Service; Phone (09) 6389638, or Age Concern.
Physiotherapist: Cromwell House have contracted New Zealand Registered Physiotherapist Sina Treefoot visit our facility every fortnight (Usually on Tuesday afternoon) to do the PT assessment with individualised PT programme. We have Phsio Aid Nane come everyday afternoon to assit residents’ exercise (group or individual whatever indicated for the residents). And additional appointments are arranged by the Registered Nurse on Duty on the residents’ cost.
Podiatrist: Visits are regularly made usually every 6 to 8 weeks by the New Zealand Registered Podiatrist George Smith on a very competitive price.
Social Worker: Visits may be arranged by the manager should any resident require the service.
OTHER SERVICES
Hairdresser: Our professional Hairdresser Elvira or Jigna are available on the Monday Morning as needed or on a monthly basis, this is a user pays service direct to the Hairdresser.
Interpreter: Should you have any difficulty understanding either written or spoken English (if English is the second language), please advise us and we will assist to arrange for an interpreter of your language.
Laundry: Contracted service every day. Upon entry, we require that all clothing is clearly labelled / named. Name of Resident and Cromwell House must be on the label as our laundry is done off-site. Iron-on or sew labelling is a method recommended over than using laundry markers. We will arrange to order iron-on labels for you at your own cost. Cromwell House & Hospital cannot take responsibility for lost clothing; however we do endeavour to facilitate a top quality service.
Mail: Your mail is delivered by New Zealand Post service. We have the postal address the same as the physical address: 3 – 5 Wilding Avenue, Epsom, Auckland, 1051.
Meals and Snacks: We are catered meal Services; and the food is prepared and cooked on site. We try our best to provide an interesting and varied menu for all our meals Special diets i.e. diabetic, weight reduction, low salt, high calcium, etc are provided as required.
If there is anything in particular preference or any special dietary requirements, please advise us and we will be happy to discuss them with you. We endeavour to accommodate meals that best suit your individual needs. We will also ensure that choices reflect cultural and spiritual values, as appropriate.
A nutritional review of the menu is conducted annually by a Registered Dietician.
Newspaper: Cromwell House provide New Zealand Herold Newspaper for residents to share. If residents wish to make personal subscriptions to newspaper and / or magazine, you may organise and please inform the manager.
Telephone: Cromwell House have cloud PABX phone system for phone number 09 5247700. There are portable telephone’s available upon request on both Hospital Wing nursing station and Dementia Wing nursing station.
Televisions: Situated in the five main lounges, and resident may have a television in their bedrooms at their own expense. Please speak to the Nurse or manager.
Spiritual Needs: We will assist residents who want to attend church services. Church volunteers are invited to visit residents and bring in communion and other needs for residents who wish to receive.
Cultural Needs: The cultural needs and preferences of all our residents are recorded upon admission for the information of all staff and allied health professionals. We are a multi cultural staff and we are committed to providing a caring respectful and culturally aware environment for all our residents.
Maori residents can be assured of safe and reasonable services which respect their rights. Our CEO/Director David Rankin, the Ngapuhi Leader and big Maori chief will ensure the Maori service provided in a high level.
All care will be delivered in a culturally appropriate manner with due regard to Te Tiriti o Waitangi and all care requests from whanau will be acknowledged and attended to in a respectful manner. Should the whanau have any special requests for their loved one please advise the CEO/Director David or manager Jenny, who will be delighted to assist you.
Should you want additional information about our services, please let us know.
Specialist Dementia Care
Cromwell House & Hospital has a secure dementia unit in the building known as St Margaret’s, there are two wings within St Margaret’s the Margot wing and the Manukau wing. Please do not open the door or leave the door open for any residents unless you know they are safe to leave the building alone.
The furnishings are kept to a minimum so that residents can move freely within the unit while maintaining their safety.
St Margaret’s has a safe and secure outdoor area presenting a beautifully maintained garden / courtyard, sunroom, and a deck, that residents can get to as they please.
We welcome every new admission and their family / whanau to St Margaret’s and assist them to adapt to their new environment, promoting maximum independence.
The care & support we offer is flexible, individualized, and is focused on the promotion of quality of life. We aim to minimize the need for restrictive practices, especially or those residents presenting with more challenging or difficult behaviours.
There is ongoing assessment from the time of admission wherein individual resident’s needs are reflected on their care plans. We pay special attention in the identification and management of challenging and / or difficult behaviour, including diversional and recreational therapies, and liaison with the specialists i.e. Mental Health Services for Older People.
Family / whanau involvement is always encouraged , when & where applicable.
There is a registered nurse supervising the property 24 / 7; and residential care officers on duty have received relevant training to meet the health & professional needs of our residents at all times.
Resident & Staff Safety
Cromwell House Hospital provides easy access from the inside to outside areas therefore the likelihood of falls and accidents are greatly reduced. Showers, toilets and bathrooms all have handrails to assist clients and to make them feel secure. It is impossible however to totally prevent falls or accidents and still live with our philosophy.
We comply with the Health and Safety Act and have identified hazards in and around the home that could occur. We have procedures in place to minimise any risks.
Our staff are well trained in the use of all equipment in relation to people with disabilities. Staff are given on-going training in all aspects of dealing with the frail elderly client to provide a safe and secure environment. We do not encourage the use of electric blankets for safety reasons.
Fire Safety
We are connected to the Fire Service. We have an evacuation plan, which has been approved by the Fire Service.
We have sprinklers and smoke alarms installed.
We have a current building Warrant of Fitness as required by the Building Act 1991. This indicates that all fire safety and monitoring systems, fighting equipment and all facilities with disabilities met the requirements of the 1991 Act.
Smoking For the health and safety of both residents and staff, we have a NO SMOKING policy within the building. However, there are allocated sheltered SMOKER’S AREA’s outside of the building.
Security and Surveillance camera Please be aware Cromwell House have upgraded the Surveillance camera system to cover the communal area of the facility to ensure residents safety. The front door of St Margaret’s has an electronic security system. At night all external doors are locked for staff and residents safety.
Safety of Resident’s Personal Possessions
The management of Cromwell House & Hospital recommends that money or any articles of value (such as jewellery, antique items, etc) are not left with residents. If jewellery is left with a resident we require a photograph of each item be taken and held on file for ease of identification. While we do not wish to take away the resident’s independence and ability to deal with their money and look after such items of value, we will not be responsible for any money or item of value that may get damaged or go missing (including theft or loss).
People with dementia often hide money in a “safe” place, forget where they hid it, and then accuse others of stealing it.
We encourage you to please have your valuable items insured before coming to the facility.
Any loss or theft must be reported immediately; documented on an Incident Form, and given to management for follow up.
This will be investigated and resolved within the facility premises. If this is not possible, the police will be contacted upon manager’s discretion.
Financial Arrangements
All accepted applicants are expected to sign an admission agreement upon admission this is a requirement of the Ministry of Health and the Auckland District Health Board.
RESIDENTIAL CARE SUBSIDY (SUBSIDISED)
Cromwell House Hospital has a contract with Ministry of Health. The national contract FOR Aged Residential Care Services details contracted care services. These are All accepted applicants are expected to sign an admission agreement upon admission this is a requirement of the Ministry of Health and the Auckland District Health Board.
services covered by Maximum contribution. The contract is managed locally by the District Health Board.
If you receive Residential Care subsidy, most of your NZ Super is paid to the rest home or hospital. We recommend you ask Work and Income to pay it directly to the facility; although you can arrange an automatic payment from your bank account if you preferred. Your NZ Super is paid to you as a fortnightly personal allowance. You also receive an annual clothing allowance usually paid in April.
Services covered by contracted care:
- Accommodation
- Meals
- Cleaning
- Laundry
- Nursing and other care
- All prescribed medication cost that is subsidized; plus packaging i.e. blister pack
- All dressings & supplies in treatments
- Continence products that suit you in our stock
- Equipment & mobility aids for communal use
- Activities that are part of the regular programme
- Dietician advice, Physiotherapy, Speech Therapy, and Podiatry, if prescribed by the doctor
- Transport for health reasons i.e., to local public hospital
- Someone to accompany resident to public health appointment, only if residents with cognition problems and no family or friends available
- Temporary absences from the facility – in any one year the subsidy continues to be paid if you are away for a short time:
- 2 x 2 weeks if you have a holiday, OR
- Three weeks if you are admitted to a public hospitalDoctor’s visits once a month in the Private Hospital, and once every three months in St Margaret’s plus emergency visits.
Services outside the contract:
This is not a complete list – it includes items and services for which we often charge extra.
- Superior rooms, i.e. larger room or non-standard features.
- Alternative medicines and Items such as vitamin supplements which must be approved by our GP.
- Extra requested doctor’s visits (outside the contracted services and entitlements)
- Specialist Services of dentists, opticians, audiologist, radiologist, etc
- Specialised assessment and rehabilitation services – including specialist assessment for, and advice on, rehabilitation and specialised assessment (by accredited assessors) for individual customised equipment via ACC or Ministry funded Environmental Support Services provider.
- Customised equipment, accessed through services funded by the relevant DHB or through specialised accredited assessors, such as wheelchairs modified for an individual’s use, seating systems for postural support, specialised communication equipment and other customised and personal care and mobility equipment.
- Private medical appointments that you have made without the knowledge of the facility
- Private specialists, X-rays
- Fee for interpreter services
- Doctor visits for private clients
- Personal items such as hairbrushes, footwear, razors, TV, radio, fridge, batteries, glasses, hearing aids, sweets & confectioneries, cigarettes, nail polish, hair spray, perfumes, make-up, etc
- Personal clothing & dry cleaning
- Toiletries such as body wash, shampoo & conditioner, toothpaste, toothbrush, talcum powder
- Hairdressing
- Wheelchair for exclusive use of one resident
- Specialised equipment
- Insurance of personal belongings
- Entrance fee to shows, concerts, etc
- Subscriptions to newspaper, magazine, books, etc
- Private telephone, toll calls, internet or Sky TV; including installations of private line and monthly rental
- Club membership to community organizations such as the R.S.A., Stroke club, and the likes.
- Incontinence products which may be different from the ones provided by Cromwell House, which may be of preference by the resident or family / whanau.
- Non-subsidised & non-prescribed medications, and requested medications that are more expensive than the one provided. If a cheaper but satisfactory alternative is available, you will be requested to pay the difference in cost.
- Podiatry care, Physiotherapy, Dietician, Speech Therapy – when not prescribed by the doctor
- Wound dressings & medical supplies which are not normally covered by subsidy, or resident and family / whanau request or preference which are more complex and expensive
- All other expenses that a resident may incur without advising the manager prior to ordering, such as phone orders for take-away foodsTaxi / transportation fare for outings to support groups, clubs, etc
Please refer to the attached letter from the Ministry of Health regarding “maximum Contribution”.
PRIVATE PAYERS (NON-SUBSIDISED)
There are those clients who are receiving rest home subsidy and those who are privately paying.
These matters are confidential.
All residents are treated the same.
Private payers may be asked to cover the cost of care until subsidy is approved.
If you are already in care, but paying privately, have a needs assessment and make application before your money gets down to the allowable amount, as the process through Work and Income can take time. Subsidy will not be paid until the needs assessment has been completed and the application has been approved.
Payment can only be backdated 90 days from the time the application is received by Work and Income.
To be eligible for Residential Care Subsidy you need to:
- Be a New Zealand citizen or resident aged 65 years or older – some people aged 50-64 may also qualify.
- Have had a needs assessment that confirms you need care in a rest home or hospital indefinitely. See Needs Assessment and Service Co-ordination
- Meet the Ministry of Health eligibility criteria for publicly funded services. This is a complex area; as a general rule you are eligible if you are a New Zealand resident and receive a NZ Work and Income benefit.
- Meet the financial criteria of the asset test administered by Work and Income on behalf of Ministry of Health. See workandincome.govt.nz or phone 0800 999 727
For further details or enquiry on contracted care services, please speak to the manager.
Resident’s Rights
The Code of Health and Disability Services Consumers’ Rights (see brochure displayed in the front of the reception area)
Privacy & Confidentiality
We abide with all aspects of the Privacy Act 1993 and the Health Information Code 1994.
Clients have the right to access their medical and nursing notes on their/EPOA’s request. Resident’s representatives are given a copy of the Code of Rights and Responsibilities on admission to the home.
Staff respect the privacy of all clients with regard to their physical privacy and privacy of information
All information regarding medical history, health status, personal information, etc. is collected by management and is stored for the period as prescribed by respective regulation.
You or your representative / EPOA have the right to access the information. All such information is kept in a secure place.
You or your representative / EPOA will be expected to sign consent forms for various requirements as per regulation.
The Help we need from You
CLOTHING
- Supply and upkeep of appropriate, machine-washable clothing, remembering that incontinence increases the number of changes of clothing needed each day.
You can expect to be contacted when it is noticed that a resident’s wardrobe no longer meets requirements or when repairs are needed. It is important to realise, too, that requirements do change – for example, through a resident’s change in weight or an alteration in his or her functioning.
Here are some suggestions on what to provide:
- The style of clothing that they have worn for the past 40 years. The clothes they are used to and they like.
- comfortable easy care clothing
- dresses that button or zip down the front or back are preferable for ease of dressing and undressing
- Half-slips, camisoles and singlets. Nighties with elastic necklines or several buttons (so that they can be slipped down rather than lifted over the head)
- track-suit pants or ‘permanent press’ trousers
- at least one good outfit to be worn on outings and special occasions
- clothes made from knit or interlock so that fabrics wash and wear well without ironing
- socks that do not have a tight binding at the top which restricts circulation
- electric razorshoes with flat soles
On admission an inventory of clothing is not taken. Should you wish to have an inventory done please inform the Registered Nurse upon admission. People with incontinence feel embarrassed with accidents and often hide wet and soiled clothing in rubbish bins, in the garden etc. As a result underwear usage may be higher than family normally expect. Also incontinence leads to extra laundering and hence quicker wearing out of clothes that get wet or soiled. If family are concerned with the amount of underwear being asked for, please discuss this with the registered nurse on duty.
GLASSES AND DENTURES
It is helpful if these are named in a permanent way.
MISCELLANEOUS
- At the time of a resident’s admission, relatives will be asked to sign an admission agreement, consent forms and resuscitation form.
- When a resident is distressed or agitated, sometimes a phone call to a loved one can be a great comfort. Staff may request your permission to arrange this.
- Relatives and friends are of course very welcome to take the resident out for day trips or for weekends, by arrangement with staff.
- We also welcome family and friends to have a cup of tea with residents.
Your involvement with Cromwell House
How much you involve yourself with our Home and your relative is entirely up to you, and indeed what is desirable varies from one situation to another. For some people it is entirely appropriate to continue with a high level of involvement, and we very much welcome you as a major contributor to the caring team. For others it might seem more appropriate not to visit too often. Some who have become exhausted in the struggle to maintain their loved one at home might feel the need of a rest or holiday before becoming very much involved again. You may like to discuss with the Manager how much you would like to be involved, but we do appreciate that circumstances change and you might wish to change the level of involvement (to either more or less) as time goes by.
If you are the primary carer or next-of-kin, please also indicate how much you wish to be informed on minor changes that occur in the resident and changes in medication and routine.
You, of course, have the right to be involved in decisions about medication and to know what is going on.
COUNSELLING FOR CARERS
We also recognise that most people experience some very difficult emotions when they first place their loved one in a nursing home. Some feel guilty because they have had to give up the unequal struggle of continuing to manage at home. Others have a feeling of relief – but then feel guilty that they feel relieved. Others again feel a great sense of loss. All these feelings are quite normal, but sometimes it is helpful to talk about them. Please feel free to do so if you wish, and contact one of the Registered Nurses or the Manager.
Suggestions and Complaints
We aim to provide a superior service in a warm and caring environment, but nobody is perfect, so we are always looking for suggestions to improve conditions for our residents.
Suggestions for improvements could be given to the Manager or the Registered nurse.
The management of Cromwell House & Hospital recognises that there will be situations where the resident, or their family / whanau will object to or be unhappy with the services provided, environmental concerns, or treatment.
If you have any concerns or complaints regarding the quality of any of the services we provide, please feel free to discuss them with the manager or the registered nurse on duty.
If the complaint is more of a serious nature, there is a formal complaints reporting procedure.
There are complaints form available in the hospital nurse’s office – give the completed form to the manager. These complaints are dated, and recorded.
Your complaint will be thoroughly investigated, and the results of this investigation will be reported back to you within a 14-day period.
All complaints are treated with privacy and confidentiality, and only the concerned parties are advised of the outcome.
If you are not satisfied with the action taken and with the outcome of your complaint, you have the right to send your complaint on appeal to the Health and Disability Commission or Age Concern Agency.
Conclusion
We would like to take this opportunity to welcome you into your new home: Cromwell House and Hospital, and sincerely hope that your stay with us will be comfortable.
We welcome your comments and / or suggestions for the improvement of our services.
If there are any questions or if there is anything more you wish to know about Cromwell House & Hospital that we have not covered in this booklet, please feel free to ask the manager.
Useful Links
Eldernet provides information regarding the services available to the elderly.
“http://www.ageconcern.org.nz”
Age Concern provides information on various topics that promotes a positive healthy ageing for the elderly.
“http://www.seniors.co.nz”
The NZ Retirement Guide provides information about housing and care options for seniors.
“http://www.hdc.org.nz”
The Health and Disability Commissioner provides information on the rights of health and disability consumers.
Opening in 1987, Cromwell House and Hospital was commonly known as Cromwell House. Located in a tranquil cul-de-sac, Cromwell House and Hospital was originally built as a residential care facility for elderly residents with age related disabilities
Cromwell House expanded its facilities in the summer of 1999 to include a hospital that catered to long-term residents. Upon completion of the expansion, Cromwell House and Hospital remained a privately owned and operated care facility.
From October 2019, a new era started and new chapter opened when Cromwell Business Limited take over Cromwell House and Hospital management; aiming to provide individualised, quality care for our elderly and frail residents.
Cromwell House and Hospital is comprised of exceptional facilities that exceed our residents’ variety of needs. We understand that accommodating different types of residents require a wider range of facilities. That is why we have developed Cromwell House and Hospital into a quaint community that caters to a multitude of requirements.
Our establishment comprises of a secure dementia unit, and a private hospital.
The facility is set in a large beautiful garden and courtyard which enables residents and their families and friends to either stroll on the pathway that encompasses the fully enclosed property, or sit and relax at their leisure.
There are plenty of car parking spaces for visitors, including disability parks.
The rooms are single with heaters, wardrobes, bedside lighting, and pleasant furniture. We encourage residents to personalise their rooms with own pictures, ornaments, and furniture as space permits. Items that people have had for a long time often help especially those with dementia; recognize their own room i.e. wedding photos, armchairs, pictures, etc.
We take great pride in keeping our facilities clean and tidy. We strongly believe that a friendly, clean and safe environment is necessary in order for residents to truly feel at home.
Cromwell House and Hospital is just off Manukau Road, which is widely used by public transport. Bus stops going in either direction are less than 50 metres away from our establishment and buses run regularly.
Settling-in Period
The resident shall have a one month assessment period to ensure that he or she is happy and suitably placed. If the resident is not happy or suitably placed, then we will discuss alternative arrangements with the residents’ representative.
Additional Services (see later in this information for more specific
Details)
From time to time, the facility arranges additional services for the resident, such as hairdressing, podiatry and outings. Where the cost of these additional services is not included in the contracted fee, it shall be met by the resident directly.
Family Meetings
We encourage all families to participate in six monthly/annual care meetings.
Quality Assurance
We have an ongoing Quality Assurance Programme to ensure we maintain the highest standard of care possible. If you have any suggestions or comments you wish to make about our service, please let us know.
Our establishment comprises of a secure dementia unit, and a private hospital.
The facility is set in a large beautiful garden and courtyard which enables residents and their families and friends to either stroll on the pathway that encompasses the fully enclosed property, or sit and relax at their leisure.
There are plenty of car parking spaces for visitors, including disability parks.
The rooms are single with heaters, wardrobes, bedside lighting, and pleasant furniture. We encourage residents to personalise their rooms with own pictures, ornaments, and furniture as space permits. Items that people have had for a long time often help especially those with dementia; recognize their own room i.e. wedding photos, armchairs, pictures, etc.
We take great pride in keeping our facilities clean and tidy. We strongly believe that a friendly, clean and safe environment is necessary in order for residents to truly feel at home.
Cromwell House and Hospital is comprised of exceptional facilities that exceed our residents’ variety of needs. We understand that accommodating different types of residents require a wider range of facilities. That is why we have developed Cromwell House and Hospital into a quaint community that caters to a multitude of requirements.
Our establishment comprises of a secure dementia unit, and a private hospital.
The facility is set in a large beautiful garden and courtyard which enables residents and their families and friends to either stroll on the pathway that encompasses the fully enclosed property, or sit and relax at their leisure.
There are plenty of car parking spaces for visitors, including disability parks.
The rooms are single with heaters, wardrobes, bedside lighting, and pleasant furniture. We encourage residents to personalise their rooms with own pictures, ornaments, and furniture as space permits. Items that people have had for a long time often help especially those with dementia; recognize their own room i.e. wedding photos, armchairs, pictures, etc.
We take great pride in keeping our facilities clean and tidy. We strongly believe that a friendly, clean and safe environment is necessary in order for residents to truly feel at home.
Admissions to Cromwell House & Hospital are accepted by the manager upon a needs assessment being presented via the appropriate DHB and accepted by Auckland District Health Board.
- All prospective admissions must be assessed by the needs assessment & co-ordination services. The standard support needs assessment protocol will ensure objectivity, and assess resident’s health status and needs can be met by the service provider.
- Income and asset / means testing for disability support services purchased by the MOH will be carried out by the New Zealand Work and Income Services.
- Clients who have the ability to pay for residential care and are not eligible for residential care subsidy should also have their needs determined by formal assessment to ensure that all clients receive the appropriate services. This should avoid the trauma of relocating people unnecessarily.
Cromwell House & Hospital is licensed and staffed as a rest home look after residents need Hospital level of care, Dementia level of care and rest home level of cares; we also look after young people with disabilities (YPDs).
In the case of illness while living here, we will seek advice from our doctor. If the illness is beyond our capabilities, then we will discuss with the Resident’s representative about making alternative arrangements appropriate to the Resident’s needs; or ambulance will be called for acute medical problem if indicated.
TO NURSE RESIDENTS WITH THE AIM OF MAINTAINING OR RESTORING MAXIMUM INDEPENDENCE IN THEIR FUNCTIONS OF DAILY LIVING, RECOGNISING THEIR CULTURAL AND/OR SPIRITUAL VALUES, INDIVIDUAL PREFERENCES AND CHOSEN LIFESTYLES.
AND
DELIVERING QUALITY, HOLISTIC CARE INCORPORATING A STRONG SENSE OF EMPATHY, DIGNITY AND REGARD TO INDIVIDUAL RIGHTS NEEDS AND WISHES WITHOUT DISCRIMINATING AGAINST RACE, RELIGIOUS OR SEXUAL BELIEFS.
PROVIDING A HOMELIKE AND SAFE ENVIRONMENT FOR EACH RESIDENT AND FACILITATE AND ASSIST THE RESIDENT’S SOCIAL, SPIRITUAL, CULTURAL AND RECREATIONAL NEEDS.
- Within an encouraging and cheerful environment, residents, their families and staff are treated with dignity and respect.
- Residents are restored to and maintained at their highest possible level of potential/quality of life.
- By investigation and diagnosis (including special senses) residents are treated promptly and to the best of our knowledge and skill.
- By nursing assessment, that includes resident and family input, realistic goals are set and a plan created to meet presenting needs.
- Resident progress is regularly reviewed with every aspect of need being discussed for improvement.
- Medical, nursing and allied professional documentation is to be integrated to encourage team participation.
- Provide for residents, staff and visitors
- A safe environment at all times – free from any form of hazard
- An enjoyable environment for working in, living in and visiting.
- Staff are appropriately skilled and trained to perform at the level described in their job descriptions, and to work effectively as a multidisciplinary team.
- Ensure residents always receive excellent care:
- By regular internal monitoring of all policies relating to services provided
- By seeking and acting on consumer feedback from the effect of these policies.
- Ensuring all staff are involved in Quality Assurance activities meetings, programs and projects.
- Ensuring residents are made aware of their rights and the avenues by which they can share their concerns and appeal decisions they do not agree with. Ensuring residents’ privacy and dignity are preserved at all times.
- Ensuring that the home is administered on business principals with effective communication between management and staff.
STAFF
Manager: Our Manager/ Clinical Manager Jenny Liu is a qualified New Zealand trained Registered Nurse with Bachelor of Nursing and Master of Nursing Degrees. Jenny Has spent about 10 years working at Auckland District Health Board focusing on the rehabilitation and Older People Health. In the recent three to four years, Jenny has worked as Clinical Manager and Facility Manager at St Patricks Home and Hospital, which now is the sister facility of Cromwell House and Hospital. Jenny has a holistic approach while focusing on the individualised residents’ care; and resident’s rights and well being are top priorities for her.
CEO/Director: As one of the new owners and the new management team at Cromwell House and Hospital; CEO/Director David Rankin has Bachelor of Engineering Degree from the University of Auckland and MBA degree from Auckland University of Technology (AUT). Mr David Rankin is also an Ngapuhi Leader of Maori community. The management team aim to help the residents in their care to find as much fulfilment in life at Cromwell House and Hospital.
Doctor: After Dr. Paul Trotman has visited the facility regularly for over 10 years. Dr Monirul Islam has looked after residents at Cromwell House with Dr Paul Trotman’s highly recommendation. Dr Islam visits weekly and attends to urgent situations as and when required.
Registered Nurses: Our team of Registered Nurses are led by Jenny with the support of the Clinical Leader Nalini Reddy NZRN. All our Registered Nurses receive regular in service training which includes training provided by Auckland District Health Board and other suitable training provider’s.
Residential Care Officers/Healthcare Assistants: Our highly trained RCO/HCA’s ensure that Cromwell House and Hospital’s residents remain comfortable and safe. All RCO’s are trained in Dementia Care Our staff have been chosen not only for their professionalism, but also for their caring approach to residents.
We ensure a high level of individual care for the residents by employing devoted team members who are focused on the residents’ well-being.
Activities Coordinator: Tom van Dongen, our Diversional Therapist in conjunction with the Management Team along with the outer entertainers contracted facilitate a positive and energetic environment through a series of activities and events. Exercise regimes, word games, cross word, visiting musicians and singing are a few examples that are offered under our Activities Program. Residents who are more inclined for active outings can participate in our regular bus trips.
MEDICAL & NURSING SERVICES
Doctor: Our attending GP visits as per our contract with the DHB:- Private Hospital Level Residents are seen monthly or as clinically needed. Dementia Residents and Rest Home level of care Residents are seen once every three months or when clinically needed.
Should, however, the resident prefer his or her own doctor, then that doctor should be prepared to attend in the case of an emergency, and the cost shall be met by the resident directly. Doctor’s cost incurred by private paying clients will be passed on.
Our doctor also does regular client medical reviews.
If family /whanau have something they want to discuss regarding the care of their family member, please arrange an appointment through the registered nurse on duty.
After hours: Our GP provide on call service after hours. However, if medical emergency occurs, the residents will be sent to Auckland City Hospital Emergency Department on the decision of the RN /Clinical Leader/Clinical Manager on duty.
Nursing Care: Registered nurses are on duty 24 hours a day / seven days a week;
Medication: All medication is controlled and administered by Medication competent Staff overseen by a Registered Nurse and is strictly monitored to ensure that it is safely and correctly administered. The electronic Medimap system have launched in November 2019 to replace the paper medication chart and administration system.
ALLIED HEALTH SERVICES
Recreational Activities Programme: We believe that by keeping the mind and body active, a better quality of life is maintained. Facilitated for this purpose, we offer a range and series entertainment, and in-house and outside recreational activities for residents, from crosswords, puzzles, reading, balloon games, hairdressing, hand and foot massage, exercises and bus trips and other activities which are seen as appropriate for each residents needs.
It is the residents’ choice whether or not they participate in the activities of our home.
Client Advocacy: Any residents and family / whanau who wishes to obtain the services of an advocate at any time will be referred to the Health Advocacy Service; Phone (09) 6389638, or Age Concern.
Physiotherapist: Cromwell House have contracted New Zealand Registered Physiotherapist Sina Treefoot visit our facility every fortnight (Usually on Tuesday afternoon) to do the PT assessment with individualised PT programme. We have Phsio Aid Nane come everyday afternoon to assit residents’ exercise (group or individual whatever indicated for the residents). And additional appointments are arranged by the Registered Nurse on Duty on the residents’ cost.
Podiatrist: Visits are regularly made usually every 6 to 8 weeks by the New Zealand Registered Podiatrist George Smith on a very competitive price.
Social Worker: Visits may be arranged by the manager should any resident require the service.
OTHER SERVICES
Hairdresser: Our professional Hairdresser Elvira or Jigna are available on the Monday Morning as needed or on a monthly basis, this is a user pays service direct to the Hairdresser.
Interpreter: Should you have any difficulty understanding either written or spoken English (if English is the second language), please advise us and we will assist to arrange for an interpreter of your language.
Laundry: Contracted service every day. Upon entry, we require that all clothing is clearly labelled / named. Name of Resident and Cromwell House must be on the label as our laundry is done off-site. Iron-on or sew labelling is a method recommended over than using laundry markers. We will arrange to order iron-on labels for you at your own cost. Cromwell House & Hospital cannot take responsibility for lost clothing; however we do endeavour to facilitate a top quality service.
Mail: Your mail is delivered by New Zealand Post service. We have the postal address the same as the physical address: 3 – 5 Wilding Avenue, Epsom, Auckland, 1051.
Meals and Snacks: We are catered meal Services; and the food is prepared and cooked on site. We try our best to provide an interesting and varied menu for all our meals Special diets i.e. diabetic, weight reduction, low salt, high calcium, etc are provided as required.
If there is anything in particular preference or any special dietary requirements, please advise us and we will be happy to discuss them with you. We endeavour to accommodate meals that best suit your individual needs. We will also ensure that choices reflect cultural and spiritual values, as appropriate.
A nutritional review of the menu is conducted annually by a Registered Dietician.
Newspaper: Cromwell House provide New Zealand Herold Newspaper for residents to share. If residents wish to make personal subscriptions to newspaper and / or magazine, you may organise and please inform the manager.
Telephone: Cromwell House have cloud PABX phone system for phone number 09 5247700. There are portable telephone’s available upon request on both Hospital Wing nursing station and Dementia Wing nursing station.
Televisions: Situated in the five main lounges, and resident may have a television in their bedrooms at their own expense. Please speak to the Nurse or manager.
Spiritual Needs: We will assist residents who want to attend church services. Church volunteers are invited to visit residents and bring in communion and other needs for residents who wish to receive.
Cultural Needs: The cultural needs and preferences of all our residents are recorded upon admission for the information of all staff and allied health professionals. We are a multi cultural staff and we are committed to providing a caring respectful and culturally aware environment for all our residents.
Maori residents can be assured of safe and reasonable services which respect their rights. Our CEO/Director David Rankin, the Ngapuhi Leader and big Maori chief will ensure the Maori service provided in a high level.
All care will be delivered in a culturally appropriate manner with due regard to Te Tiriti o Waitangi and all care requests from whanau will be acknowledged and attended to in a respectful manner. Should the whanau have any special requests for their loved one please advise the CEO/Director David or manager Jenny, who will be delighted to assist you.
Should you want additional information about our services, please let us know.
Cromwell House & Hospital has a secure dementia unit in the building known as St Margaret’s, there are two wings within St Margaret’s the Margot wing and the Manukau wing. Please do not open the door or leave the door open for any residents unless you know they are safe to leave the building alone.
The furnishings are kept to a minimum so that residents can move freely within the unit while maintaining their safety.
St Margaret’s has a safe and secure outdoor area presenting a beautifully maintained garden / courtyard, sunroom, and a deck, that residents can get to as they please.
We welcome every new admission and their family / whanau to St Margaret’s and assist them to adapt to their new environment, promoting maximum independence.
The care & support we offer is flexible, individualized, and is focused on the promotion of quality of life. We aim to minimize the need for restrictive practices, especially or those residents presenting with more challenging or difficult behaviours.
There is ongoing assessment from the time of admission wherein individual resident’s needs are reflected on their care plans. We pay special attention in the identification and management of challenging and / or difficult behaviour, including diversional and recreational therapies, and liaison with the specialists i.e. Mental Health Services for Older People.
Family / whanau involvement is always encouraged , when & where applicable.
There is a registered nurse supervising the property 24 / 7; and residential care officers on duty have received relevant training to meet the health & professional needs of our residents at all times.
Cromwell House Hospital provides easy access from the inside to outside areas therefore the likelihood of falls and accidents are greatly reduced. Showers, toilets and bathrooms all have handrails to assist clients and to make them feel secure. It is impossible however to totally prevent falls or accidents and still live with our philosophy.
We comply with the Health and Safety Act and have identified hazards in and around the home that could occur. We have procedures in place to minimise any risks.
Our staff are well trained in the use of all equipment in relation to people with disabilities. Staff are given on-going training in all aspects of dealing with the frail elderly client to provide a safe and secure environment. We do not encourage the use of electric blankets for safety reasons.
Fire Safety
We are connected to the Fire Service. We have an evacuation plan, which has been approved by the Fire Service.
We have sprinklers and smoke alarms installed.
We have a current building Warrant of Fitness as required by the Building Act 1991. This indicates that all fire safety and monitoring systems, fighting equipment and all facilities with disabilities met the requirements of the 1991 Act.
Smoking For the health and safety of both residents and staff, we have a NO SMOKING policy within the building. However, there are allocated sheltered SMOKER’S AREA’s outside of the building.
Security and Surveillance camera Please be aware Cromwell House have upgraded the Surveillance camera system to cover the communal area of the facility to ensure residents safety. The front door of St Margaret’s has an electronic security system. At night all external doors are locked for staff and residents safety.
The management of Cromwell House & Hospital recommends that money or any articles of value (such as jewellery, antique items, etc) are not left with residents. If jewellery is left with a resident we require a photograph of each item be taken and held on file for ease of identification. While we do not wish to take away the resident’s independence and ability to deal with their money and look after such items of value, we will not be responsible for any money or item of value that may get damaged or go missing (including theft or loss).
People with dementia often hide money in a “safe” place, forget where they hid it, and then accuse others of stealing it.
We encourage you to please have your valuable items insured before coming to the facility.
Any loss or theft must be reported immediately; documented on an Incident Form, and given to management for follow up.
This will be investigated and resolved within the facility premises. If this is not possible, the police will be contacted upon manager’s discretion.
All accepted applicants are expected to sign an admission agreement upon admission this is a requirement of the Ministry of Health and the Auckland District Health Board.
RESIDENTIAL CARE SUBSIDY (SUBSIDISED)
Cromwell House Hospital has a contract with Ministry of Health. The national contract FOR Aged Residential Care Services details contracted care services. These are All accepted applicants are expected to sign an admission agreement upon admission this is a requirement of the Ministry of Health and the Auckland District Health Board.
services covered by Maximum contribution. The contract is managed locally by the District Health Board.
If you receive Residential Care subsidy, most of your NZ Super is paid to the rest home or hospital. We recommend you ask Work and Income to pay it directly to the facility; although you can arrange an automatic payment from your bank account if you preferred. Your NZ Super is paid to you as a fortnightly personal allowance. You also receive an annual clothing allowance usually paid in April.
Services covered by contracted care:
- Accommodation
- Meals
- Cleaning
- Laundry
- Nursing and other care
- All prescribed medication cost that is subsidized; plus packaging i.e. blister pack
- All dressings & supplies in treatments
- Continence products that suit you in our stock
- Equipment & mobility aids for communal use
- Activities that are part of the regular programme
- Dietician advice, Physiotherapy, Speech Therapy, and Podiatry, if prescribed by the doctor
- Transport for health reasons i.e., to local public hospital
- Someone to accompany resident to public health appointment, only if residents with cognition problems and no family or friends available
- Temporary absences from the facility – in any one year the subsidy continues to be paid if you are away for a short time:
- 2 x 2 weeks if you have a holiday, OR
- Three weeks if you are admitted to a public hospitalDoctor’s visits once a month in the Private Hospital, and once every three months in St Margaret’s plus emergency visits.
Services outside the contract:
This is not a complete list – it includes items and services for which we often charge extra.
- Superior rooms, i.e. larger room or non-standard features.
- Alternative medicines and Items such as vitamin supplements which must be approved by our GP.
- Extra requested doctor’s visits (outside the contracted services and entitlements)
- Specialist Services of dentists, opticians, audiologist, radiologist, etc
- Specialised assessment and rehabilitation services – including specialist assessment for, and advice on, rehabilitation and specialised assessment (by accredited assessors) for individual customised equipment via ACC or Ministry funded Environmental Support Services provider.
- Customised equipment, accessed through services funded by the relevant DHB or through specialised accredited assessors, such as wheelchairs modified for an individual’s use, seating systems for postural support, specialised communication equipment and other customised and personal care and mobility equipment.
- Private medical appointments that you have made without the knowledge of the facility
- Private specialists, X-rays
- Fee for interpreter services
- Doctor visits for private clients
- Personal items such as hairbrushes, footwear, razors, TV, radio, fridge, batteries, glasses, hearing aids, sweets & confectioneries, cigarettes, nail polish, hair spray, perfumes, make-up, etc
- Personal clothing & dry cleaning
- Toiletries such as body wash, shampoo & conditioner, toothpaste, toothbrush, talcum powder
- Hairdressing
- Wheelchair for exclusive use of one resident
- Specialised equipment
- Insurance of personal belongings
- Entrance fee to shows, concerts, etc
- Subscriptions to newspaper, magazine, books, etc
- Private telephone, toll calls, internet or Sky TV; including installations of private line and monthly rental
- Club membership to community organizations such as the R.S.A., Stroke club, and the likes.
- Incontinence products which may be different from the ones provided by Cromwell House, which may be of preference by the resident or family / whanau.
- Non-subsidised & non-prescribed medications, and requested medications that are more expensive than the one provided. If a cheaper but satisfactory alternative is available, you will be requested to pay the difference in cost.
- Podiatry care, Physiotherapy, Dietician, Speech Therapy – when not prescribed by the doctor
- Wound dressings & medical supplies which are not normally covered by subsidy, or resident and family / whanau request or preference which are more complex and expensive
- All other expenses that a resident may incur without advising the manager prior to ordering, such as phone orders for take-away foodsTaxi / transportation fare for outings to support groups, clubs, etc
Please refer to the attached letter from the Ministry of Health regarding “maximum Contribution”.
PRIVATE PAYERS (NON-SUBSIDISED)
There are those clients who are receiving rest home subsidy and those who are privately paying.
These matters are confidential.
All residents are treated the same.
Private payers may be asked to cover the cost of care until subsidy is approved.
If you are already in care, but paying privately, have a needs assessment and make application before your money gets down to the allowable amount, as the process through Work and Income can take time. Subsidy will not be paid until the needs assessment has been completed and the application has been approved.
Payment can only be backdated 90 days from the time the application is received by Work and Income.
To be eligible for Residential Care Subsidy you need to:
- Be a New Zealand citizen or resident aged 65 years or older – some people aged 50-64 may also qualify.
- Have had a needs assessment that confirms you need care in a rest home or hospital indefinitely. See Needs Assessment and Service Co-ordination
- Meet the Ministry of Health eligibility criteria for publicly funded services. This is a complex area; as a general rule you are eligible if you are a New Zealand resident and receive a NZ Work and Income benefit.
- Meet the financial criteria of the asset test administered by Work and Income on behalf of Ministry of Health. See workandincome.govt.nz or phone 0800 999 727
For further details or enquiry on contracted care services, please speak to the manager.
The Code of Health and Disability Services Consumers’ Rights (see brochure displayed in the front of the reception area)
We abide with all aspects of the Privacy Act 1993 and the Health Information Code 1994.
Clients have the right to access their medical and nursing notes on their/EPOA’s request. Resident’s representatives are given a copy of the Code of Rights and Responsibilities on admission to the home.
Staff respect the privacy of all clients with regard to their physical privacy and privacy of information
All information regarding medical history, health status, personal information, etc. is collected by management and is stored for the period as prescribed by respective regulation.
You or your representative / EPOA have the right to access the information. All such information is kept in a secure place.
You or your representative / EPOA will be expected to sign consent forms for various requirements as per regulation.
CLOTHING
- Supply and upkeep of appropriate, machine-washable clothing, remembering that incontinence increases the number of changes of clothing needed each day.
You can expect to be contacted when it is noticed that a resident’s wardrobe no longer meets requirements or when repairs are needed. It is important to realise, too, that requirements do change – for example, through a resident’s change in weight or an alteration in his or her functioning.
Here are some suggestions on what to provide:
- The style of clothing that they have worn for the past 40 years. The clothes they are used to and they like.
- comfortable easy care clothing
- dresses that button or zip down the front or back are preferable for ease of dressing and undressing
- Half-slips, camisoles and singlets. Nighties with elastic necklines or several buttons (so that they can be slipped down rather than lifted over the head)
- track-suit pants or ‘permanent press’ trousers
- at least one good outfit to be worn on outings and special occasions
- clothes made from knit or interlock so that fabrics wash and wear well without ironing
- socks that do not have a tight binding at the top which restricts circulation
- electric razorshoes with flat soles
On admission an inventory of clothing is not taken. Should you wish to have an inventory done please inform the Registered Nurse upon admission. People with incontinence feel embarrassed with accidents and often hide wet and soiled clothing in rubbish bins, in the garden etc. As a result underwear usage may be higher than family normally expect. Also incontinence leads to extra laundering and hence quicker wearing out of clothes that get wet or soiled. If family are concerned with the amount of underwear being asked for, please discuss this with the registered nurse on duty.
GLASSES AND DENTURES
It is helpful if these are named in a permanent way.
MISCELLANEOUS
- At the time of a resident’s admission, relatives will be asked to sign an admission agreement, consent forms and resuscitation form.
- When a resident is distressed or agitated, sometimes a phone call to a loved one can be a great comfort. Staff may request your permission to arrange this.
- Relatives and friends are of course very welcome to take the resident out for day trips or for weekends, by arrangement with staff.
- We also welcome family and friends to have a cup of tea with residents.
How much you involve yourself with our Home and your relative is entirely up to you, and indeed what is desirable varies from one situation to another. For some people it is entirely appropriate to continue with a high level of involvement, and we very much welcome you as a major contributor to the caring team. For others it might seem more appropriate not to visit too often. Some who have become exhausted in the struggle to maintain their loved one at home might feel the need of a rest or holiday before becoming very much involved again. You may like to discuss with the Manager how much you would like to be involved, but we do appreciate that circumstances change and you might wish to change the level of involvement (to either more or less) as time goes by.
If you are the primary carer or next-of-kin, please also indicate how much you wish to be informed on minor changes that occur in the resident and changes in medication and routine.
You, of course, have the right to be involved in decisions about medication and to know what is going on.
COUNSELLING FOR CARERS
We also recognise that most people experience some very difficult emotions when they first place their loved one in a nursing home. Some feel guilty because they have had to give up the unequal struggle of continuing to manage at home. Others have a feeling of relief – but then feel guilty that they feel relieved. Others again feel a great sense of loss. All these feelings are quite normal, but sometimes it is helpful to talk about them. Please feel free to do so if you wish, and contact one of the Registered Nurses or the Manager.
We aim to provide a superior service in a warm and caring environment, but nobody is perfect, so we are always looking for suggestions to improve conditions for our residents.
Suggestions for improvements could be given to the Manager or the Registered nurse.
The management of Cromwell House & Hospital recognises that there will be situations where the resident, or their family / whanau will object to or be unhappy with the services provided, environmental concerns, or treatment.
If you have any concerns or complaints regarding the quality of any of the services we provide, please feel free to discuss them with the manager or the registered nurse on duty.
If the complaint is more of a serious nature, there is a formal complaints reporting procedure.
There are complaints form available in the hospital nurse’s office – give the completed form to the manager. These complaints are dated, and recorded.
Your complaint will be thoroughly investigated, and the results of this investigation will be reported back to you within a 14-day period.
All complaints are treated with privacy and confidentiality, and only the concerned parties are advised of the outcome.
If you are not satisfied with the action taken and with the outcome of your complaint, you have the right to send your complaint on appeal to the Health and Disability Commission or Age Concern Agency.
We would like to take this opportunity to welcome you into your new home: Cromwell House and Hospital, and sincerely hope that your stay with us will be comfortable.
We welcome your comments and / or suggestions for the improvement of our services.
If there are any questions or if there is anything more you wish to know about Cromwell House & Hospital that we have not covered in this booklet, please feel free to ask the manager.
“http://www.eldernet.co.nz”
Eldernet provides information regarding the services available to the elderly.
“http://www.ageconcern.org.nz”
Age Concern provides information on various topics that promotes a positive healthy ageing for the elderly.
“http://www.seniors.co.nz”
The NZ Retirement Guide provides information about housing and care options for seniors.
“http://www.hdc.org.nz”
The Health and Disability Commissioner provides information on the rights of health and disability consumers.
Cromwell House & Hospital
3 – 5 Warborough Avenue, Epsom, Auckland 1051
Ph: 09 5247700;
Fax: 09 524 6611
Email: cromwellhouse@xtra.co.nz
