Residential Care

Frequently Asked Questions

1. Why is Windsor House Extra Service?
2. What fees and charges apply?
3. Who staffs the Windsor House?
4. What is provided in each room?
5. Can I bring my own furniture?
6. Will I have my own telephone?
7. Do I need to bring my own toiletries?
8. Will I need to arrange for personal laundry?
9. Can I bring an electric wheelchair or scooter?
10. What if I need to purchase a mobility aid or other equipment once at Windsor House?
11. Are meals provided?
12. What allowance is made for food preferences?
13. Can I keep food in my room?
14. Can I make tea & coffee in my room?
15. Can I have a drink with my meal or during the day?
16. Can I enjoy a cigarette?
17. What recreation and activities programs are available?
18. Are visitors welcome?
19. What can my family and friends do when they visit?
20. Can I stay with my family overnight?
21. Are there hairdressing facilities?
22. What medical information should I bring with me?
23. Are other health professionals available?
24. Can I still receive religious instruction?

Why is Windsor House Extra Service?

Extra service means residents have the benefit of significantly higher standards of accommodation and services than are normally available within a residential aged care facility. While a residential bond and and extra service fee is payable, residents enjoy large fully furnished rooms, superior a la carte dining, the choice of beer, sherries and wine with both lunch and dinner, complementary hairdressing and podiatry service, weekly outings and beautifully appointed lounges and dinning rooms. For further details please refer to the accompanying Windsor House brochure.

What fees and charges apply?

Windsor House is funded through Commonwealth Government subsidies, residential bonds, accommodation charges and residents' weekly fees. Funding is based on the individual level of care assessed for and provided to each resident. Extensive documentation of the care provided to each resident at Windsor House is required by the Government to qualify for the payment of subsidies. Full details of the bonds and charges can be found in the accompanying Admission & Fees brochure.

Who staffs the Windsor House?

A Director of Nursing (DON) manages Centennial Windsor House and its extra service wing, Windsor House. They are responsible for the general management and staff, while working with residents and relatives to ensure individual needs are met. An Operations Manager supports the DON with all non-clinical matters, such as catering, cleaning and laundry services. The Operations Manager is also available to discuss any equipment or household items that residents would like to bring with them at the time of admission. Our Care Managers are skilled and experienced Registered Nurses (Division 1) and are responsible for the daily nursing and personal care provided to residents. They are the first port of call for discussing any issues relating to personal care, nursing care, liaising with doctors and pharmacy and with other health professionals. Care Managers are available 24 hours a day, 7 days a week. In addition to these key personnel a range of other administrative and service staff are engaged in the running of your new home.

What is provided in each room?

Each of the large single rooms at Windsor House is furnished with an adjustable bed, a built in wardrobe and side tables with a lockable drawer for valuables. All rooms have their own private en suite and there are a select number of double rooms for those wishing to share a room with a loved one. Bed linen, towels and face washers are also provided but some residents like to bring their own doona covers and bed quilts. We ask that those residents supplying these items ensure that they are clearly labelled so they can be easily returned after washing.

Can I bring my own furniture?

While all rooms at Windsor House are fully furnished, residents are encouraged to bring with them some personal furniture such as a favourite armchair and other small items such as paintings, books and framed family photos. Personal furniture items ought not to be so large as to obstruct the use of lifting machines and cleaning equipment. If purchasing new personal furniture, such as a special chair or footstool, advice should be sought from the Physiotherapist or Occupational Therapist to ensure that the furniture is suitable for its intended use. The wrong choice of furniture may not provide the comfort envisaged and may even necessitate the purchase of an alternative item. All electrical items, including, hairdryers, razors etc., must undergo electrical safety testing and tagging at the time of admission. This will be done by our on-site maintenance staff and is for the safety of all residents.

Will I have my own telephone?

At Windsor House all rooms have their own telephone. There is no charge for line rental or local calls. This is one of the benefits of choosing an extra service facility such as Windsor House.

Do I need to bring my own toiletries?

Standard toiletry items such as toothpaste, shampoo, razors and tissues are supplied free of charge for all residents. However, many residents have preferences for a favourite brand, and are free to use these instead. We also encourage men to have electric shavers.

Will I need to arrange for personal laundry?

No, personal clothing is washed and dried on site by our staff in modern industrial machines and dryers. We suggest you bring clothing that is 'wash and wear' and that all clothing be clearly labelled to ensure it is returned to you after washing. Our friendly staff is available to assist with the labelling of garments. We do however request that woollens, delicate items and dry cleaning items be taken home by relatives for cleaning.

Can I bring an electric wheelchair or scooter?

We understand the value of electric wheelchairs and scooters as a means by which some residents are able to maintain independence and mobility. However, in the interests of safety for all, we need to limit the number of electric wheelchairs and scooters at any one time. Accordingly, applicants for admission to any of Windsor House are asked to advise and obtain the approval of the DON, prior to admission, of the need or intention to bring a scooter or electric chair with them. We ask that those who own and use a scooter or electric wheelchair do so in accordance with the Windsor House policy on this equipment, maintain and meet the costs of property and personal insurance, meet the costs of all maintenance and repairs and undergo an annual driving competency test.

What if I need to purchase a mobility aid or other equipment once at Windsor House?

When considering the purchase of a walking frame, electric scooter or any other mobility aid or equipment for personalised use, it is important to choose the correct style or type to meet individualised needs. Residents / family members should seek advice and guidance from Windsor House's experienced Physiotherapist or Occupational Therapist, who will be able to assess and recommend the most suitable purchase. The wrong choice of equipment may not only fail to provide the comfort or assistance you seek from it but may actually present risks to your safety and well being or even necessitate the purchase of alternative equipment. Where a resident is assessed as requiring personal use items such as hip protectors or footwear for example, the resident will need to meet the cost of purchase of these items.Royal Freemasons will consider meeting the cost of the provision of such items in circumstances where financial hardship can be demonstrated.

Are meals provided?

Yes. Delicious and nutritious seasonal meals are prepared daily in our kitchen, under the guidance of our qualified chef. Residents will enjoy a superior a la carte dining at Windsor House as an additional benefit of extra service.Meals are served in the dining rooms and in the residents' rooms when necessary. Meal times are as follows: Breakfast 8:00 am Lunch 12:00 noon Dinner 5:00 pm There is flexibility with breakfast for late risers or for those who prefer breakfast in their own rooms. Residents who are unwell can take all their meals in their own room, and meals will be kept for residents who are out or at an appointment. Morning tea, afternoon tea and evening supper are also served. At Windsor House both the midday and evening meals are served with a selection of beers, sherries and white and red wines.

What allowance is made for food preferences?

Every effort is made to accommodate individual preferences, menu variety and specialised dietary needs. A consulting dietician assists us in this task. Residents' personal likes and dislikes are recorded on admission and meals prepared with this in mind.

Can I keep food in my room?

Most certainly. While fruit is on the daily menu, some residents like to keep their own supply as well. This is best kept in one of the refrigerators located conveniently near residents' rooms or on bedside tables, as food left in drawers or cupboards is sometimes forgotten. Sweet treats are also popular amongst our residents and an airtight jar is a convenient method of storage in ones room.

Can I make tea & coffee in my room?

While we recommend residents use the tea and coffee making facilities located throughout Windsor House, you can have a kettle in your room for such purposes as long as it is in good working order and checked periodically by our electrician.

Can I have a drink with my meal or during the day?

Yes. At Windsor House lunch and dinner are served with a selection of beers, sherries and white and red wines. Residents may also provide their own wine, beer or spirits, or preferred soft drinks or fruit juices for consumption at other times during the day. We ask that these be clearly labelled and our staff can assist with managing and serving these drinks at your preferred times.

Can I enjoy a cigarette?

In the interests of other residents and having regard to health and safety regulations, smoking is not permitted inside Windsor House. However, smoking receptacles have been placed in designated outside smoking areas for your convenience.

What recreation and activities programs are available?

Every effort is made to enable residents to continue to enjoy any activities or hobbies they may have pursued before entry to Windsor House. In addition, a wide range of recreational activities is offered including group and individual sessions, weekly community activities, bus trips, physiotherapy, gentle exercises, games, singing, music and massage therapy programs. Complimentary newspapers are provided daily

Are visitors welcome?

We strongly encourage visits from family members and friends between 7:00am and 9:00pm, seven days a week. Children and well-behaved pets are also welcome to visit.

What can my family and friends do when they visit?

Residents and families may enjoy quiet contemplation, sitting or reading in the various sitting rooms, courtyards and garden areas. Tea and coffee making facilities are available for their use and they can feel free to bring a home baked snack to share with the resident should they wish. Windsor House has a barbecue area that can be used for summer meals, celebrations or for family activities. Arrangements for parties or functions for special occasions, such as birthdays or anniversaries, can be booked at reception.

Can I stay with my family overnight?

Of course. When residents are going on outings or staying overnight with relatives, staff will make every effort to prepare clothing and other necessities in readiness for the occasion. For safety and legal requirements however, we ask that you notify staff in advance of leaving and when they should expect you back.

Are there hairdressing facilities?

Windsor House has a very competent hairdresser who attends each week to cut or perm residents' hair. Complimentary hairdressing is provided as part of an extra service.

What medical information should I bring with me?

The more information we have about your current medical condition and medications the better our level of care will be. We recommend that your current doctor provide a comprehensive medical evaluation, inclusive of all details regarding medication. These will be treated in the strict of confidence. You should also bring your Pension Card, Health Card, Private Health Insurance Card, Veterans' Benefit Card as are appropriate to your circumstances.

Are other health professionals available?

Windsor House will make appointments for you to see an optometrist, audiologist, dentist or speech pathologist according to assessed need for these services, however relatives are asked to arrange for a responsible person to accompany a resident to all appointments, including hospital, pathology and X-rays. Sometimes on-site appointments can be made when a group of residents requires a specific service, such as Podiatry where a practitioner visits every six weeks.

Can I still receive religious instruction?

Representatives from all religious affiliations are welcome and we respect the personal beliefs and preferences of residents. Local ministers and clerics are invited to visit Windsor House and contact with residents can be arranged if requested by the resident or their relatives.