We believe the most valuable way of understanding how best we can assist your lifestyle needs and support you in achieving your lifetime wellbeing is to personally meet you and your family.
To facilitate this meeting, a Care Coordinator, who is a Registered Nurse, will personally contact you to organise a suitable day and time to visit and talk with you and your family.
This initial visit is an opportunity to ensure Northside is able to fulfil your needs and provide you with suitable and sustainable support, as well as presenting you and your family with an overview of Greenhills.
In presenting this overview you will be provided with the following:
Confirmation about service eligibility criteria.
Range of services offered, as well as available options.
Qualifications of healthcare personnel.
Your rights and responsibilities as a consumer.
Information about advocacy and complaints procedure.
Any fees that may be incurred.
How are these services delivered and by whom
Greenhills has an obligation to demonstrate and confirm with you and your family, that all our nursing and support care personnel are capable of delivering services to you professionally and safely.
Accordingly, all personnel who may be involved in the delivery of care and services to you, will have appropriate and formal qualifications, as well as a current National Criminal History Record and a NSW Working with Children clearance.
Depending on your service requirements, those attending to your care and service needs will either be:
Registered Nurses (RN).
Enrolled Nurses (EN).
Personal Care Assistants (PCA).
Professional Conduct
All Greenhills employees are required to adhere to a code of conduct, which clearly defines the expectations with respect to ethical and professional behaviour, confidentiality and safety.
In addition, Greenhills personnel will present themselves neatly and in uniform with photo identification badges attached and clearly displayed.
Plan of Care
A plan of care that reflects your preferences, is all-inclusive and you feel comfortable with, is the basis for translating what is important to you into the creation of a respectful, affordable, flexible and reasonable personalised plan of care that will meet your daily-lifestyle needs and support your lifetime wellbeing.
To achieve this, we believe there are three (3) key elements.
1. Taking the time to listen to you, so that we can clearly understand your situation, preferences and needs.
2. Presenting and carefully explaining a range of suitable choices that are available to you.
3. Allowing you time to evaluate and understand your choices, so you can make considered and informed decisions that are in your best interest.
Adopting this approach will give you the confidence to make decisions that will assist your daily lifestyle needs and activities and have lifelong benefits.
We recognise that at varying times, making decisions and exercising your rights can be a challenging and distressing time.
If you feel uncomfortable in making decisions in relation to your care and service requirements; the Care Coordinator will, with consideration, request that it may be beneficial to involve your family, guardian and/or an advocate in evaluating the choices in the decision making process.
Prior to committing to proceed with a plan of care or a service agreement, you, as a consumer are encouraged to:
• Carefully read your plan of care and the agreement.
• If you are unsure, ask questions, as the plan is flexible and can be changed.
• Understand and be comfortable with what it means to you.
• Always remember, it is OK to take your time.
Service Agreement
The provision of services to you will be supported by a service agreement, which will be signed by you or your guardian and Greenhills. This agreement will outline your agreed plan of care, our obligations in regard to your privacy and confidentiality, the ethical, respectful and safe provisions of services and your rights and responsibilities.
Service Times
To ensure the most suitable and beneficial nursing and support care are able to be delivered to you consistently; all services are provided seven (7) days a week, including public holidays.
Whilst we endeavour to provide services within an agreed timeframe, there may be times when there are disruptions due to circumstances beyond our control. In the event this occurs, we will make every effort to ensure you are contacted without delay.