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Residential Care Services

The following information contains an overview of residential care services that are provided by Alpine Health that will assist you in making the decision to transition from your home to our aged care facilities.




Occupational Violence

Elder Respect

Future Care Planning

Pastoral Care

Human Rights

Resident Agreement

Costs & Fees




The mission of Alpine Health is to improve the health and well-being of people in the Alpine Shire.

In delivering our residential care, we do so in a home-like facility, with professional caring staff that meets the community needs and expectations, in accordance with the current Aged Care Act (1997), and Aged Care Nursing Standards.

We acknowledge and support the ongoing need for family and friends involved in our endeavor to maintain a desirable lifestyle, whilst maximizing independence, and dignity in a safe, happy and homely environment for our residents.


Residential Services Policy

It is the policy of Alpine Health’s Residential Services facilities that:

  • The provisions of the Charter of Residents’ Rights and Responsibilities issued by the Department of Social Services will be observed and implemented in the manner defined in the Resident Agreement.
  • Every person shall be treated with respect.
  • The dignity of every resident will be honored.
  • The comfort, safety, and well-being of residents are the prime responsibility of all staff.
  • Every effort will be made to ensure that residents feel secure in their tenure of accommodation.
  • Subject to the wishes of each resident, the resident and his or her next of kin (or other persons nominated by the resident) will be kept informed of his or her state of health, or of any matters of concern.
  • Admission to available accommodation will be granted to any eligible person in need of the level of care provided in the facility, irrespective of sex, race or religious affiliation.
  • Assessment of need will be made on the basis of criteria laid down by the Department of Social Services.
  • Weekly fees for residential care accommodation will be set in accordance with those set by the Department of Social Services.
  • Staff will be selected for their ability to provide care or other services to appropriate standards.
  • Staff will display a courteous, caring attitude to residents and visitors.
  • Permanent Residents of Hawthorn Village are invited to furnish their rooms with their own possessions; residents of both Barwidgee Lodge and Kiewa Valley House may bring in items of furniture suited to the size of the room, except the bed.  If a resident’s care needs increase, furniture may need to be reassessed to allow room for specialised equipment.
  • Relatives and friends are free to visit and are encouraged to visit residents as often as desired and to assist residents in any way.
  • All residents are able to engage the support of an advocate for any purpose and other avenues of redress. Advocacy services may include The Alpine Residential Aged Care Advocacy Service Inc. and Elders Rights Advocacy- ERA.




Alpine Health is committed to maintaining the excellence and cultural responsiveness of staff and will create an inclusive environment in which their skills, cultural perspectives, backgrounds, and experiences are recognised and valued so as to build a cohesive and harmonious organisation.

Alpine Health will provide culturally diverse patients, residents, and clients with the care that is culturally responsive and sensitive to the assessed needs of consumers from culturally and linguistically diverse backgrounds.  Service and Program providers shall endeavor as far as is practical, to meet the specific language requirements, of individuals from non-English speaking backgrounds.

Diversity includes gender, age, language, ethnicity, cultural background, sexual orientation, religious belief and family responsibilities; as well as educational level, life experience, work experience, socio-economic background, personality and marital status.




Alpine Health is committed to a safe, healthy and productive working environment that is free from occupational violence, bullying, and harassment.

Occupational violence and aggression are defined as any incident where a staff member is abused, threatened or assaulted in circumstances arising out of, or in the course of their employment.  Within this definition of Occupational Violence:

“Threat” means a statement or behaviour that causes a person to believe that they are in danger of being physically attacked, and may involve an actual or implied threat to safety, health or wellbeing

“Physical attack” means a direct or indirect application of force by a person to the body of, or clothing or equipment worn by another person, where that application creates a risk to health and safety.

Examples of occupational violence include, but are not limited to,

  • verbal, physical or psychological abuse,
  • threats or other intimidating behaviors,
  • Intentional physical attacks such as hitting, punching, scratching biting, grabbing or pushing,
  • aggravated assault,
  • threats with an offensive weapon and/or,
  • sexual harassment and sexual assault and any form of indecent physical contact,
  • throwing objects/furniture.

Alpine Health staff members and volunteers will be required to treat each other with respect, openness and honesty and all will be expected and required to behave ethically and professionally within the workplace.




Alpine Health staff members and volunteers will respect the needs, cultural values, beliefs and practices of all elderly patients, residents, and clients within the care settings that are appropriate for individual needs.

In providing care, staff members and volunteers need to be aware of elder abuse and the manner in which this must be reported.  Elder abuse is any act occurring within a relationship where there is an implication of trust, which results in harm to an older person and encompasses physical, psychological, neglect, financial, sexual, and social maltreatment that may result in behavioral changes of the individual.

An alleged occurrence or the suspicion of an occurrence of elder abuse must be reported immediately to the Senior Manager who will ensure that the situation is assessed and reported to the Secretary of the Department of Human Services and the Police within twenty-four (24) hours.




Future Care Planning is the consideration given by an individual for future care choices regarding medical treatment (and documenting those wishes), in the event the individual may lose the capacity to make their own decisions.  A person may nominate an agent, and/or an alternate agent (in the event the nominated agent is not available), to make decisions on their behalf.  This is only when the person (or individual) loses capacity and will cease if the person regains the capacity to make their own decisions and choices.

Recording the wishes of the individual allows their nominated agent and healthcare professionals, to carry out those documented wishes in the event the individual is no longer able to make those choices and decisions.

If there is no record of an individual’s Enduring Guardian or Medical Enduring Power of Attorney, or Future Care Planning Record of Choices (which carries evidentiary weight under common law); then the care decisions will be made by the medical practitioner, or perhaps other people that do not know the wishes of the individual.

Alpine Health has developed a Future Care Planning information brochure, and a form called Future Care Planning – Record of Choices, for individuals to record their wishes in regard to care and possible future scenarios, in the event they lose the capacity to communicate what they would or would not like done.  The person’s Medical Enduring Power of Attorney or Enduring Guardian can make choices for the individual, and they cannot refuse palliative care on behalf of the individual.




Alpine Health is a non-sectarian organisation and believes that spiritual care is an important component of strategies for improving health and well-being for all patients, residents, clients and staff members.  The word “Church” will also include mosque, temple, synagogue, all religious communities and worshipping congregations and faiths, and the word “God” will also mean all of the names of the Supreme Creator.

Pastoral care means all of the healing, sustaining, guiding and reconciling activities of God’s representatives, as they help people deal with their spiritual concerns, and is integrated into individual care needs, as expressed and requested by patients, residents, and clients.

Upon admission, each patient, resident, and client shall be asked if they would like a Church or Church representative to visit, and note this on the admission forms.  Contact by telephone is to be made to ensure the individual is connected with their spiritual and pastoral care needs.  Contact telephone numbers that have been provided by each Church are in the Internal Telephone Directory


Charter of Human Rights

Alpine Health will respect and promote the civil and political human rights set out in the Charter of Human Rights and Responsibilities Act 2006 (Victoria), which will be demonstrated by:

  1. making decisions and providing advice consistent with human rights; and
  2. actively implementing, promoting and supporting human rights.

These are replicated in full in the Alpine Health Code of Corporate Governance.


Every person has the right to freedom and respect and the right to be treated fairly by others. A person’s rights do not diminish when he or she moves into a Residential Care Facility, regardless of his or her physical or mental frailty or ability to exercise or fully appreciate his or her rights.

A positive, supportive and caring attitude by family, friends, Residential Care Facility proprietors, staff, carers and the community will help people who live in Residential Care Facilities to continue as integral, respected and valued members of society.

Australian society has a strong commitment to social justice principles. Those principles recognise the aspirations of all Australians to a dignified and secure way of life with equal access to health care, housing and education, equal rights in civil, legal and consumer matters. They form the basis of a society, which is free of prejudice and is caring, just and humane.



Each resident of a residential care service has the right:

  • to full and effective use of his or her personal, civil, legal and consumer rights.
  • to quality care which is appropriate to his or her needs.
  • to full information about his or her own state of health and about available treatments.
  • to be treated with dignity and respect, and to live without exploitation, abuse or neglect.
  • to live without discrimination or victimisation, and without being obliged to feel grateful to those providing his or her care and accommodation.
  • to personal privacy.
  • to live in a safe, secure and homelike environment, and to move freely both within and outside the residential care service without undue restriction.
  • to be treated and accepted as an individual, and to have his or her individual preferences taken into account and treated with respect.
  • to continue his or her cultural and religious practices and to keep the language of his or her choice without discrimination.
  • to select and maintain social and personal relationships with anyone else without fear, criticism or restriction.
  • to freedom of speech.
  • to maintain his or her personal independence, which includes a recognition of personal responsibility for his or her own actions and choices, even though some actions may involve an element of risk that the resident has the right to accept, and that should then not be used to prevent or restrict the resident's actions.
  • to maintain control over, and to continue making decisions about, the personal aspects of his or her daily life, financial affairs and possessions.
  • to be involved in the activities, associations, and friendships of his or her choice, both within and outside the residential care service.
  • to have access to services and activities available generally in the community.
  • to be consulted on, and to choose to have input into, decisions about the living arrangements of the residential care service.
  • to have access to information about his or her rights, care, accommodation and any other information that relates to him or her personally.
  • to complain and to take action to resolve disputes.
  • to have access to advocates and other avenues of redress.
  • to be free from reprisal, or a well-founded fear of reprisal, in any form for taking action to enforce his or her rights.

Each resident of a residential care service has the responsibility:

  • to respect the rights and needs of other people within the residential care service, and to respect the needs of the residential care service community as a whole.
  • to respect the rights of staff and the provider to work in an environment free from harassment.
  • to care for his or her own health and well-being, as far as he or she is capable.
  • to inform his or her medical practitioner, as far as he or she is able, about his or her relevant medical history and his or her current state of health.

(Reference: Aged Care Act 1997)



The Resident Agreement

A copy of the Resident Agreement is made available to each intending resident in order that it may be studied in detail with family, and if desired, legal advisers.  This will enable a full understanding of their responsibilities and those of Alpine Health before their entry into the facility. In this period any queries can be answered and when the Agreement is signed a copy is given to the Resident to keep.

It is not possible in a brochure such as this to reproduce the whole of the Agreement, but the main points are outlined below:-



The Agreement is the same for all residents, except for personal details such as name, date of entry, fee paid, etc. For simplicity, these details appear only on two pages – the signature page and the First Schedule.   As well as the First Schedule, there are other Schedules which show important details of matters referred to in the text of the Agreement, where these are included in Government legislation the relevant words are quoted exactly.



  • A resident’s lifetime occupancy and rights of tenure (subject to health and some other conditions).
  • Acceptance and observance of the “Rules”.
  • Obligations on Alpine Health to provide accommodation and services.
  • An obligation on the resident to pay fees.
  • Obligations on the resident towards Alpine Health, and other residents.
  • Conditions for paying an Accommodation Bond (if applicable) and the terms of refunding the Bond to the resident or their estate.
  • Assurances of privacy for residents.
  • The right of residents to comment on care received at Alpine Health or make complaints without fear of any discrimination.
  • A resident’s right to learn about Alpine Health’s finances.
  • Residents’ rights to consult, or to have representatives’ consult, with Alpine Health about their care.
  • Residents to choose their own doctors.
  • Alpine Health to take due and proper care of residents, while ensuring their freedom of action.

The Schedules Give Details Of:

  1. Residential Care
  2. Accommodation Services
  3. Policies and Practices in setting of resident fees.
  4. Termination of the Agreement and Departure of Resident.
  5. Rules of occupancy.
  6. Charter of Residents’ Rights and Responsibilities.
  7. Complaints resolution.
  8. Special conditions.



From the 1/7/14 residents entering aged care (permanent resident) will have the same options to pay for their accommodation, regardless of the level of care required.

Standard Resident Contribution - Care Payments

The basic daily care fee is set at 85% of the Age Pension – currently $60.36. Due to Alpine Health being a "Multi-Purpose Service" (a flexible care service), the fee structure is different from other care services.

Permanent Residents in Alpine Health’s facilities receive Rent Assistance from Department of Human Services (Centrelink) or Veterans’ Affairs (if receiving a pension from one of these Departments). The resident receives this allowance with their pension payments and this helps to cover the cost of the daily fee. ($135.80 per fortnight, current 20/09/2018.)

The Respite care fee is $50.66 per day.

Residents will also have complete discretion in how they pay for their accommodation. Residents can choose between a Refundable Accommodation Deposit (RAD) which is a refundable lump sum payment, an equivalent Daily Accommodation Payment (DAP) being a periodic rental style payment, or a combination of both. In addition, residents will have up to 28 days from entering care to choose whether to pay the agreed accommodation price by a refundable deposit or daily payment or some combination of both. The daily payment is paid unless and until a refundable deposit is paid.

A resident entering care will undergo Centrelink means-testing in order to ascertain the amount per day that is available to pay for residential aged care in addition to the Standard Resident Contribution mentioned above. Means testing will combine asset testing and income testing.

If a person’s assets are below $49,000 and receives a full pension, their daily care fee is $60.36.78 (as of the 20/09/18).

Residents will be assessed based on their assets and their income to determine their capacity to pay beyond the basic daily fee above. Income is assessed under the same rules that Centrelink applies for pension entitlement. Assets, both within Australia and overseas, are assessed at market value. Your former home will be assessed unless a protected person is living there, in which case it is exempt from the assessment.


Alpine Health’s maximum Refundable Accommodation Deposit (RAD) is $450,000.

Or a maximum Daily Accommodation Payment (DAP) equivalent is $73.48. Or as an example of combination payment of 50% refundable deposit (RAD) and 50% daily payment (DAP) = RAD OF $225,000 and DAP of $36.74 or any other % combination of a RAD and DAP. ( Interest rate applicable from 1/04/18).