FAQs
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Care

You'll find answers to our most frequently asked questions about the Care you get with Summerset below. If you're unable to find the answers you're looking for, please don't hesitate to contact us here.

What care is provided?

What care is provided?

Summerset operates a continuum of care model, which means that our villages have a range of living options, from independent living in a villa, apartment or townhouse, to care apartments, rest home and hospital level care.

You have the certainty that if you need more support as your needs change, it is on hand for you. You don’t have to leave the community you have become a part of.

Because we offer such a choice of living options, we can provide the right care at the right time for you.

We can offer respite and short term care for residents whose family or carers are away, or for those recovering from a hospital stay. We offer day programmes where you can come and spend the day with us in a warm supportive environment.

Our care centres are bright and warm, where residents receive 24-hour care from registered nurses and trained care-givers, led by our Care Centre Managers. You can take part in communal activities or individual programmes depending on your needs. Respect is at the core of what we do at Summerset, and is a key part of life at our care centres.

For more information about the care we offer please see Living and Care Options.

What levels of care do you offer?

What levels of care do you offer?

We offer a continuum of care in our villages. This ranges from low-level care in our villas and apartments in the village (which can include supported living packages) to rest home-level care in the care apartments and rest home and hospital-level care in the care centre.*

* Hospital-level care is not available in our Taupo, Aotea and Hastings villages or villages that do not yet have a care centre.

What is the difference between rest home and hospital level care?

What is the difference between rest home and hospital level care?

Rest home and hospital level are terms used by the Needs Assessment and Service Co-ordination (NASC) agency as a measure for determining how much care you require. Someone assessed as needing rest home-level care is deemed to require access to caregiver assistance 24 hours a day.

Hospital-level care is usually for people who are even more significantly reliant on others for their daily needs due to illness and/or disability, and who require 24-hour registered nurse oversight.

Our rest home rooms and hospital rooms are referred to as ‘flexi’. This means that if your condition worsens and changes from rest home to hospital level you can remain in the same room to receive hospital-level care*.

 * Hospital-level care is not available in our Taupo, Aotea or Hastings villages. Villages in development, rest home-level and hospital level care will be available on completion of the care centre.

How do we know what level of care my husband/wife needs?

How do we know what level of care my husband/wife needs?

The Needs Assessment and Service Coordination (NASC) agency assesses people and determines the level of care required. Our staff work with NASC to provide the most appropriate level of care.

What is a serviced apartment?

What is a serviced apartment?

A serviced apartment is a Licence to Occupy apartment within a retirement village facility that has been certified as providing rest home-level care which meets the standards set out in the Health and Disability Services (Safety) Act 2012.

How does a resident become eligible for subsidy living within one of the designated LTO apartments?

How does a resident become eligible for subsidy living within one of the designated LTO apartments?

Residents living in an apartment will qualify the same way that care facility residents do. They will receive a clinical assessment from the Needs Assessment and Service Coordination Agency (NASC) to assess their need for care, then a financial assessment from WINZ who will decide if the resident is eligible for a Residential Care Subsidy.

Generally, eligibility for a Residential Care Subsidy is determined on the basis of a means assessment which considers both an applicant’s assets and income.

Does Summerset offer respite care?

Does Summerset offer respite care?

Yes, at some sites. However this is dependent on availability.

Where available Summerset provides both privately-funded respite services and respite service funded through the Ministry of Health.

If you would like to enquire if you are eligible for Ministry of Health- funded respite then you can contact the local Needs Assessment and Service Coordination Service (NASC). It is also worth looking at the Ministry of Health web site.

Does Summerset offer dementia care?

Does Summerset offer dementia care?

We can cater for people with some forms of dementia. In the event a resident becomes unsafe to themselves or others they will need a NASC assessment and moved to a specialist dementia care facility designed specifically for higher level dementia care. This is something that Summerset does not currently offer, however we will help you and your family through the transition to a specialist dementia care facility.

What kind of day care programmes are available?

What kind of day care programmes are available?

Our day care residents enjoy a full range of activities and these are documented on our monthly activities calendar. The programme changes each month whilst ensuring the firm favourite activities are repeated each month. The activities programme is developed and overseen by our qualified diversional therapists or recreational therapists. The programme is designed to include a wide range of activities to cater to residents’ interests.

If my husband/wife is coming in for day care can I come too?

If my husband/wife is coming in for day care can I come too?

Yes of course. We welcome families at any time to be with their relatives to help them get the best out of their time with us. If you wish to, you can also stay for lunch but there may be a small charge.

What happens if I become ill in the night?

What happens if I become ill in the night?

A staff member is available to respond and arrange assistance where needed.

In the care centre, will I have my own bathroom?

In the care centre, will I have my own bathroom?

Most rooms do have an en suite, for which there is a daily surcharge. Your Village or Nurse Manager can advise you of the charge rate. We also have ‘standard’ rooms available without an en suite, and there is no additional surcharge on these standard rooms.

Will there be qualified staff available when I need them?

Will there be qualified staff available when I need them?

Yes, Summerset is staffed 24 hours a day with trained caregivers. A Registered Nurse is also on duty 24 hours a day where there is hospital-level care, and during the day for rest home-level care. A specific first aid responder is rostered on to each shift to respond to village emergency call-outs.

How many staff work here?

How many staff work here?

It will vary from shift to shift but our staffing levels are rostered well within the requirements set out by the Ministry of Health. Along with caregivers, housekeepers, laundry, property, activities and management staff, there is also at least one Registered Nurse on duty 24 hours a day, 7 days a week where hospital level-care is provided. Each facility is managed by senior clinical staff.

What qualifications do care staff have?

What qualifications do care staff have?

It is a requirement of employment with Summerset that all caregivers complete their Level 2 (Foundation Skills) National Certificate in Health, Disability and Aged Support. This is the minimum qualification that our care staff will have by the first anniversary of their employment. They can then progress on to Level 3 should they choose to and Summerset encourages them to do this.

How will I know who is looking after me?

How will I know who is looking after me?

At the commencement of each shift, your assigned caregiver will come and introduce themselves to you, and after a while these staff will become very familiar faces to you. 

How many people will I see during the day? How many different carers will I have in a week?

How many people will I see during the day? How many different carers will I have in a week?

You will see a variety of caregivers and nurses during the day as staff work rostered shift work. While we make every attempt to provide continuity with assigned caregivers we have also found that residents enjoy knowing that many of the staff know their care needs well and this reduces the anxiety for residents when care staff are absent or away on holiday etc. We endeavour to ensure that whoever is caring for you is known to you and your family.

Will my GP visit me or do I have to go to them?

Will my GP visit me or do I have to go to them?

Each village with a care centre has a contracted GP who visits on a regular basis. The cost of a standard consultation with the GP is included in the price of the services. However you are free to retain the services of your own GP and where you choose to do this, Summerset will contribute to the consultation fees. Please refer to our Resident Admission Agreement for further information.

Can my family ring Summerset at any time to find out how I am doing?

Can my family ring Summerset at any time to find out how I am doing?

Yes, absolutely. They can do this by contacting the main reception or by calling the Nurse’s Station directly. You can also choose to install a phone in your bedroom at your own cost.

Can I identify a staff member by the colour of their uniform?

Can I identify a staff member by the colour of their uniform?

Yes. The Registered Nurse wears a white tunic, the caregivers a pale blue tunic, the housekeepers/cleaners wear a green polo and property maintenance staff wear a black polo.

Can I use the café?

Can I use the café?

Yes, if there is one on-site. Opening hours do vary so speak to a member of staff who can tell you what they are.

What is there to do here? Do you have organised activities

What is there to do here? Do you have organised activities

Our activities programme provides a range of activities and social events. On arrival, the diversional therapist/recreational therapist will discuss your interests and hobbies with you to help us provide activities you will enjoy. The daily programme is displayed on the care centre notice board.

Where will I have my meals?

Where will I have my meals?

We encourage everyone to eat in the communal dining areas with the exception of breakfast which is served in your room. When talking with the diversional therapist/recreational therapist and the nurse manager, we can discuss which table would best suit you on a social level.

Can I have my meals in my room if I want to?

Can I have my meals in my room if I want to?

Yes. You have the right to choose, however we encourage everyone to eat in the communal dining areas.

What view will I have from my room?

What view will I have from my room?

All rooms have a view – the view will depend on what side of the building your room is on. We would be happy to show you what is currently available.

Can I bring my own bedspread or furniture?

Can I bring my own bedspread or furniture?

Yes, we want you to feel as much at home as possible. We would need to talk with you about how much furniture can be accommodated, to ensure that we are also able to carry out your care and housekeeping needs without the room being too cluttered. Your personal bedspread must be named and will need to be laundered by your family.

Can I bring in my own bed?

Can I bring in my own bed?

In a facility such as ours, we need to have specialised beds to make caring for you easier, and safer. It may be possible in some cases, but this would need to be talked about with the nurse manager.

Can I hang my pictures on the bedroom wall?

Can I hang my pictures on the bedroom wall?

Yes you can. The office manager can arrange for the property team to hang these for you.

Are there set visiting hours?

Are there set visiting hours?

Families and friends are free to drop in at any time, and stay for meals if so desired (a small cost applies). We do recommend most people visit between 9.00am and 7.00pm to ensure there is a quiet time available.

Where will my mail/paper be delivered to?

Where will my mail/paper be delivered to?

Your mail and paper (if you receive one) will be delivered to reception at the main village address. A personal newspaper can be ordered for you – all standard charges apply and you will be invoiced directly from the newspaper distributor.

Can I have a telephone?

Can I have a telephone?

If you would like to use the care centre cordless phone a member of staff can bring this to you.

In some sites Summerset provides a phone service at very competitive prices. Details of the packages available can be discussed with your village manager.

In all other sites you can install your own phone. You will need to arrange connection through your telephone company. You will need to tell them your room number for billing purposes. We can help with this should that be required, however progressively we are aiming to provide Summerset phone service into all care centres. At that stage you will be required to move on to this service.

Is there internet access?

Is there internet access?

No, not currently, but we are working on it.

Do you have SKY TV?

Do you have SKY TV?

You can arrange for your television provider to set this up for you in your own room, at your cost. A TV with Freeview is available in the care centre lounge.

Who has access to my room? Can I lock it?

Who has access to my room? Can I lock it?

In the apartments, the door is lockable, but access can be gained by care staff for care purposes, and by other staff for health and safety matters.  

In the care centre, the doors are not lockable, and all staff have access to your room as they are required to carry out their roles. You can have a locked cupboard in your room if you wish.

What are security arrangements at night?

What are security arrangements at night?

The gates to the village are locked automatically at night and the village centre and care centre doors at the same time. This can vary during the summer months and daylight saving time.

Who does the washing/hand washing?

Who does the washing/hand washing?

We will take care of your standard laundry as part of the service fee. Any items requiring hand washing will need to be done by your family and you will need to let us know of these items in advance. All personal clothing will need to be labelled.

Can someone take me to church?

Can someone take me to church?

We hold non-denominational church services on a regular basis. If you wish to attend a church service outside the village then you will need to make your own transportation arrangements, or we can provide a transport service at a cost to you.

Is there a hairdresser at Summerset?

Is there a hairdresser at Summerset?

We have our own salon within the village where you can have your hair done at very competitive rates. You may also have your hair done in your own room if it is easier for you.

 

Does the village offer pet therapy?

Does the village offer pet therapy?

Yes. This can be arranged through the diversional therapist or recreational therapist.

What is a diversional therapist or recreational therapist?

What is a diversional therapist or recreational therapist?

The diversional therapist or recreational therapist is someone who provides meaningful and enjoyable activities to residents in the care centre. The activities are a great way for residents to get to know others, have fun, continue with interest and hobbies and they assist you to remain as active as possible.

Do I need to get dressed?

Do I need to get dressed?

We encourage people to be active and social and getting dressed is part of that. Should you have difficulty getting dressed, we can assist.

Is there somewhere that family can join me for a family meal or celebration?

Is there somewhere that family can join me for a family meal or celebration?

Yes, we have a family room which will need to be booked in advance. We also encourage families to join in at meal times (there is a small charge for the additional meals supplied by Summerset).

Summerset offers a functions menu at an additional cost should you wish to use this for special occasions.

Can my family leave spending money for me with someone if they are going to be out of town?

Can my family leave spending money for me with someone if they are going to be out of town?

Arrangements can be made through your village manager. In general incidentals that you purchase through Summerset will be invoiced to you monthly.

If I wish to raise a concern, who should I speak to?

If I wish to raise a concern, who should I speak to?

You can speak to any one of our staff members if you have a concern. However you can speak directly to the nurse manager or village manager if you wish.

We have a very comprehensive complaints policy and process at Summerset. The manager can speak to you in more detail about this process including your rights as a consumer and the advice that you can seek through the Health and Disability Services.

When a relative runs out of toiletries, how are these replaced?

When a relative runs out of toiletries, how are these replaced?

If family are not able to arrange, Summerset can purchase on behalf of the resident and this will then be invoiced to you monthly.