FABIO MAYA

1
FABIO MAYA FACILITY MANAGER BENETAS ST GEORGES
2
PROVIDING APPROPRIATE MULTICULTURAL CARE IN AN
AGED CARE FACILITY
3
MULTICULTURAL CARE
Introduction About Benetas St Georges The St
Georges Community The St Georges Multicultural
Model of Care Key Features Resident Satisfaction
Continuous Improvement Best Practice in
Multicultural Care
4
ABOUT BENETAS ST GEORGES
5
MULTICULTURAL CARE
ABOUT BENETAS

• One of Victorias largest not-for-profit
  providers
• Established in 1948
• New brand name for Anglican Aged Care
  Services Group
• Name means A Good Age of Life
• Represents 2.4 Victorian aged care industry
• 800 staff / 500 volunteers / 2000 clients
  each year

6
MULTICULTURAL CARE
ABOUT BENETAS

• Our Vision
• To promote societal honour for all elderly, so
  they may thrive through quality aged care
  services.
• Our Ethos
• Each person is valued.

7
MULTICULTURAL CARE
ABOUT BENETAS
Benetas Operates

• 794 bed licences across 11 sites (14 facilities)
• 473 Community Aged Care Packages
• 157 EACH Packages

• 4 Day Care/Respite Centres
• Dementia specific services
• 116 Independent Living Units

8
(No Transcript)
9
MULTICULTURAL CARE
ABOUT ST GEORGES
30 bed high care 30 bed low care facility
with additional 90 bed development due to start
in 2005 Integrated community care program
Located in Altona Meadows in Melbournes
Western Metropolitan Region Opened in 1994
60 staff / 40 volunteers 50 of residents
from CALD backgrounds (currently 33 of people
in western region born overseas - 84 from NES
countries)
10
MULTICULTURAL CARE
ABOUT ST GEORGES
First facility in Victoria to implement
multicultural model of care Acknowledged by
Commonwealth Dept Health Ageing as one of
only three examples of best practice in
providing culturally appropriate care in
Australia Achieved two Accreditation with
Merit Awards in 2003
11
MULTICULTURAL CARE
ABOUT ST GEORGES
Designed developed in consultation with
local community peak ethnic organisations
Physical environment - five distinct houses
five kitchens dining living spaces that
facilitate community activities Natural
process of clustering based on individual
personality, common interests life experiences
12
THE ST GEORGES MODEL OF MULTICULTURAL CARE
13
MULTICULTURAL CARE
THE ST GEORGES MODEL
The St Georges multicultural model does not
assume that all members of a particular ethnic
background share common needs, rather that
ethnicity and language are an important feature
in defining each residents identity.
14
MULTICULTURAL CARE
THE ST GEORGES MODEL
A caring community that values all members
equally Open to all elderly with residential
care needs An holistic model of care that
promotes recognises individual differences
preferences irrespective of background
culture
15
MULTICULTURAL CARE
THE ST GEORGES MODEL
Residential needs addressed at all levels of
service - personal care, food services,
lifestyle Individuality recognised, valued
primary focus of staff, volunteers programs
16
KEY FEATURES OF THE ST GEORGES MULTICULTURAL
MODEL
17
(No Transcript)
18
MULTICULTURAL CARE
KEY FEATURES
Staff Actively recruited bilingual,
multilingual, culturally sensitive staff -
currently 23 countries represented Language
skills are an asset, but commitment to finding
out about a persons culture is vital
19
MULTICULTURAL CARE
KEY FEATURES
Staff Regular training in cross-cultural
communication culturally appropriate care
delivery Ongoing involvement with PICAC-Vic
20
MULTICULTURAL CARE
KEY FEATURES
Recreation/lifestyle programs that support
diverse multicultural interests A cultural
information sheet developed for each resident
kept in their file Multicultural Committee
Monthly cultural afternoons
21
(No Transcript)
22
(No Transcript)
23
(No Transcript)
24
MULTICULTURAL CARE
KEY FEATURES
St Georges Coffee Shop Celebrating
cultural differences through food, music,
language entertainment Facilitating diverse
religious observations and cultural
celebrations
25
MULTICULTURAL CARE
KEY FEATURES
Encouraging nurturing involvement of the local
community families in promoting resident
independence, social exchange positive ageing
Hobsons Bay Festival Parade - Wings Wheels
through the Ages Lunch outings Schools
program Community service groups social
clubs
26
MULTICULTURAL CARE
KEY FEATURES
Implementing strategies to facilitate effective
CALD information systems Information available
in residents first language Resident
handbook translated into four languages
Large print audio tape options Information
library resource kits on multicultural
aspects of different ethnic groups eg. food,
traditions, diet, language, etc.
27
(No Transcript)
28
MULTICULTURAL CARE
KEY FEATURES
Recognising the importance of food services in
culturally appropriate care food is the last
bastion of integration. Many people who have
successfully integrated into Australian society
still prefer eating their own food. (de Kretser,
19925)
29
MULTICULTURAL CARE
KEY FEATURES
Individual cultural preferences, special
needs, dietary requirements, etc recorded on
residents care plan - copy kept in kitchen
Food service system decentralised - 5 distinct
kitchens Each kitchen caters for a unique
group of residents
30
MULTICULTURAL CARE
KEY FEATURES
Choice Resident satisfaction - Food
forums - Food surveys - breakfast survey
31
RESIDENT SATISFACTION CONTINUOUS IMPROVEMENT
32
MULTICULTURAL CARE
RESIDENT SATISFACTION
Quality Outcomes Group meets monthly Yearly
Resident Satisfaction surveys Annual internal
audits
33
MULTICULTURAL CARE
CONTINUOUS IMPROVEMENT
Further training in cultural aspects of
palliative care Basic language courses for
staff Further translation of documents (ie.
improvement log) into different languages
34
BEST PRACTICE IN MULTICULTURAL CARE
35
BEST PRACTICE IN MULTICULTURAL CARE
Successful multicultural care in an aged care
facility is based on mutual respect. Its not
just about people from non-English speaking
backgrounds. Its about achieving balance.
Its about celebrating facilitating individual
differences preferences. And its a
commitment to finding out about valuing a
persons culture.
36
Benetas St Georges 13-19 Howard Street Altona
Meadows Vic 3028 T 9315 7811 www.benetas.com.au