Date Posted: 03/05/2020
Anglicare Sydney has today announced the commencement of a comprehensive Family Support Program to help families of residents at Newmarch House dealing with the stress and anxiety of the current COVID-19 outbreak.
At the heart of this Program, the designated contact (Person Responsible) whose loved ones are COVID -19 positive will, starting Tuesday, receive a scheduled call on a daily basis from a Registered Nurse who is familiar with their loved one’s care and condition. The designated contact of all other families will also receive a regular calls and individual updates. This latest initiative builds on what is already underway to form a comprehensive Family Support Program.
“Our primary focus has been and continues to be the care and wellbeing of our residents”, said Grant Millard, CEO Anglicare Sydney.
“At the same time, this situation is changing daily and we recognise we need to do more to ensure we are communicating effectively with families who are understandably distressed.
“The Family Support Program is designed to respond to the feedback from our families, ensuring they feel engaged and are in close contact with their loved ones. “The Family Support Program is part of our commitment to families, who together with our staff, are integral to the care of our residents” added Mr Millard.
A family member, Louise Payne, said: “I sent a Letter to Mr Millard earlier this week, on behalf of 94 people who are families and friends of Newmarch House residents. It detailed 10 concerns, to all of which Mr Millard has personally responded.
“On behalf of families & friends of Newmarch, I want to thank and acknowledge Mr Millard and his team for listening to our concerns and seeking our input.
“While we remain concerned about our loved ones and express our condolences to those who have lost loved ones, we know the Newmarch staff are doing their absolute best.”
Mr Millard concluded: “We are very appreciative of the continued support being provided by the Commonwealth and NSW Governments and by the Aged Care sector more broadly.”
Details of the Family Support Program
The Registered Nurse Telephone Calls build on what is already underway to form a comprehensive Family Support Program. In accordance with legislation, personal and clinical information of individual residents can only be shared with the nominated representative of the resident (the Person Responsible).
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Engagement |
How it works |
Family contact |
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Registered Nurse Telephone Calls |
From Tuesday 5 May, a dedicated team of Registered Nurses will make telephone calls to the resident’s nominated representative.
Each Registered Nurse will be regularly communicating with our other Registered Nurses who are delivering the care, who have each been assigned a group of residents, ensuring they build familiarity with the resident’s condition and care. |
Calls will be made to the nominated representative of the residents.
In order to ensure compliance with Anglicare's privacy obligations, we ask that other family members liaise with the nominated representative for updates on the health status of the resident. |
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Window Visits |
Following the positive feedback about our trial, Window Visits will continue where feasible with window access, enabled by a booking system to allow families to schedule a visit at a time convenient to them. |
Available to all family and friends of all residents |
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Residents with mobile phones in their rooms |
Residents who wish to have a mobile phone and have been clinically assessed as being able to use it, will continue to have access to a mobile phone dedicated solely to their use. The phone number has been provided to the resident’s nominated representative. |
Available to all family and friends of residents for whom a mobile phone is clinically appropriate. |
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Daily Updates |
Anglicare will continue to provide a daily email update, to all families and friends. |
Available to all family and friends of all residents. |
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Webinars |
Following the excellent feedback on the webinar conducted by the infectious disease specialist, Anglicare will be scheduling another webinar for family and friends of residents. |
Available to all family and friends of all residents |
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Pastoral Care |
Anglicare counselling and chaplaincy services are available to all residents, families and friends. |
Available to all family and friends of all residents |
Media contact:
Chris Pettett
Public Affairs Manager
0429 569 278
[email protected]