I think my parent nees care, what do I do?

The Aged Care Process

Q&A Rights, Responsibilities & Complaints

Rights

What services must the rest home provide my parent?

If my parent is in hospital too long, will their room still be available?

Are rest homes required to meet cultural needs?

My parent needs meals in line with her religion. Does the rest home have to provide these meals?

What happens if my parent cannot speak English?

What happens if my parent who cannot speak English is admitted to hospital?

What is the Code of Residents' Rights?

Responsibilities

What are my parent’s responsibilities with payment?

Who takes responsibility for my parent's belongings?

Complaints

How does my parent make a complaint?

What happens if the rest home does not resolve my parent’s complaint?

Can my parent get help resolving a complaint?

My parent was treated poorly by a staff member. Who can we talk to about this?

My parent does not like the facility they are in. How do they transfer?

Rights

What services must the rest home provide my parent?

Your parent has the right to a package of services set by the government.

The package will include:

Accommodation and facility services

Healthcare

General Practitioner Services

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If my parent is in hospital for too long, will their room still be available?

The government will continue paying the Residential Care Subsidy for 24 days.

Private payers make their own arrangements.

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Are rest homes required to meet cultural needs?

Rest homes are required to take into account each resident’s spiritual and cultural needs.

Your rest home will have a policy on cultural needs. Ask a staff member for a copy of the policy. Make a complaint if the rest home has not been following the policy.

Click here for information about how to make a complaint

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My parent needs meals in line with their religion. Does the rest home have to provide these meals?

The government requires rest homes to take cultural and religious needs into account as much as possible when preparing meals.

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What happens if my parent cannot speak English?

Each rest home has their own policy for residents for whom English is a second language.

Some rest homes cater for speakers of a multiple number of languages.

Interpreters are not included in the package of care set by the government.

Click here to find a rest home that caters for your parent's first language

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What happens if my parent who cannot speak English is admitted to hospital?

Hospitals have interpreters available 24 hours per day, seven days a week. Over 30 languages are offered. Face-to-face and over the phone interpreting is available. There is no charge to hospital patients.

You must request an interpreter before your parent is admitted.  Ask the hospital for the contact details of an interpreter who speaks your parent ’s native language.

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What is the Code of Residents' Rights?

The Code of Residents' Rights has information on rights and responsibilities.

This includes:

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Responsibilities

What are my parent’s responsibilities with payment?

Your parent’s Admission Agreement will outline their responsibilities with payment. It outlines all charges, and how often fees are to be paid.

The agreement outlines the procedure for if you cannot pay your fees.

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Who takes responsibility for my parent's belongings?

Your parent is responsible for their money, bankcards, chequebooks and valuables. The Admission Agreement will outline the facility’s liability for damages to your parent’s belongings.

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Complaints

How does my parent make a complaint?

If your parent is having problems, they should check the Admission Agreement.

The Admission Agreement will tell you:

Follow the complaints procedure outlined in the Admission Agreement.

Talk to the manager of the rest home about your concerns. They should resolve your complaint within 20 working days.

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What happens if the rest home does not resolve my parent’s complaint?

If you are very concerned about the quality of care, contact the Health and Disability Commissioner.

If you have a concern about what contracted care services the provider must provide, contact your local District Health Board Health of Older People Portfolio Manager.

If you cannot resolve a financial issue, you can contact the funding manager for your local District Health Board.

Ring your local District Health Board for contacts.

Click here to access the website for your local District Health Board

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Can my parent get help resolving a complaint?

An advocate from the Health and Disability Commissioner can help resolve the complaint.

An advocate:

Click here to find an advocate on the Health and Disability Commissioner website

Alternatively, you can contact Grey Power or Age Concern for help with your complaint. Age Concern provides an advocate service.

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My parent was treated poorly by a staff member. Who can they talk to about this?

Talk to the manager about your concerns. Follow the complaints procedure outlined in the Admission Agreement. The manager must respond to your complaint within 21 days. If you cannot resolve the complaint, contact the Health and Disability Commissioner.

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My parent does not like the facility they are in. How do they transfer?

Contact the local Needs Assessment and Service Co-ordination agency to arrange the transfer.

The Admission Agreement will say how much notice your parent must give to their current facility if are transferring to another home.

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