Phone 08 8332 6558
Fax 08 8332 6559
Mob 0417 853 635

21 Foster St, Parkside
5063, South Australia

St Louis, as an established residential and community care provider, is thoroughly aware of its responsibilities regarding regulatory compliance and provides clear documentation on “Care Recipient’s Rights” as described by the User’s Rights Principles (URPs) of the Aged Care Act 1997.

In practice, compliance with user rights begins with a strongly client focused and individualised service delivery. St Louis has documented, practical, means in place, to ensure compliance is maintained.

We protect care recipient’s rights through a number of different mechanisms built into our service delivery model. Basically we do this by:

• ensuring that clients are informed about their rights and about the services they will receive and understand the information provided;
• ensuring they have a say about their care arrangements take and control their own lives as far as possible and they always have a current written care plan;
• seeking their input about their care arrangements and service delivery issues;
• providing easy acess to complaints processes;
• ensuring clients have access to, and are encouraged to use, advocates, if the need arises, and ensuring they have the support they need to do so;
• delivering services in a way that respects their rights and dignity;
• providing care that takes into account clients’ lifestyle, cultural, linguistic and religious preferences; and
• providing regular staff training about user rights and service Standards.

St Louis Nursing Home has a strong record of providing service in accordance with aged care legislation. This is reflected in past outcome monitoring reports and most recently in achievement of 3 years accreditation, with satisfactory results for all 44 standards.

For our Community Care Packages (CCPs) security of place (in acordance with the URPs) is formalised in the Service Agreement entered into prior to service delivery. As client needs increase from agreed services to a level St Louis has difficulty supporting, each situation is assessed on merit. The best interests of the client is foremost, although the resources of the program must be considered. In effect, once a client has access to a place we guarantee them continuity of care for as long as they need and want it and we are able to provide that care (as assessed in accordance with URPs). When necessary we make referral arrangements to other services. If a client is better served by another provider or move from our area, StLouis in consultation with appropriate service providers, facilitates and supports the move. This may involve provision of care until alternative services become available.

Complaints and disputes processes are detailed in our Service Agreement which includes information on accessing independent advocates such as Aged Rights Advocacy Service and the Department of Health and Aging Complaints Resolution Scheme.