September 2026
Dear Residents, Families, and Team Members,
As we welcome spring and enjoy the warmer weather, I would like to thank our residents, families, volunteers, and dedicated staff for their continued support and commitment to making Garden View a welcoming, inclusive, and caring home.
Throughout September, we enjoyed several special celebrations that brought our community together. One of the highlights was our Father’s Day BBQ, where residents and their families came together to celebrate this special occasion. It was wonderful to see families spending quality time with their loved ones and enjoying good food, conversation, and laughter.
We also celebrated the Chinese Moon Festival, an important cultural celebration for many of our residents and families. The celebration provided an opportunity for residents to enjoy traditional food, activities, and the spirit of togetherness associated with this special festival. Celebrating the different cultures and traditions within our home continues to be an important part of creating an inclusive environment where everyone feels valued and respected.
During September, we continued our commitment to providing meaningful activities, opportunities for social connection, and a comfortable and supportive living environment for our residents.
Thank you for your continued trust and support. Together, we continue to create a warm, culturally diverse, and person-centred community where every resident feels valued, respected, and at home.
Warm regards,
Nicole Zhang
Director of Nursin
Important Updates
Star Rating of Garden View Aged Care for Quarter 2 FY 25-26 – 4 Star
We are pleased to share that Garden View Aged Care has been awarded an overall 4-Star Rating for Quarter 2, 25-26 under the Australian Government’s Aged Care Star Ratings system. This rating reflects our strong performance across key areas including residents’ experience, quality of care, staffing, and compliance with the Aged Care Quality Standards. We thank our dedicated staff, residents, and families for their continued support as we strive to provide high-quality, person-centred care every day.
My Health Record
My Health Record is a safe and secure online place where your important health information is stored. When it is kept up to date, it helps provide a clearer picture of your health for you and your healthcare providers, especially in an emergency.
You remain in control of your record. You can choose what information is included and who can access it, and you can see when your record has been viewed.
Your My Health Record may include information such as immunisation history, pathology and imaging reports, prescription information, and hospital discharge summaries.
If your My Health Record is linked to myGov, sign in now to access your information. If you don’t have My Health Record linked to myGov account, find out how to set up and access your record through myGov.
If you’re not eligible for Medicare, you can still get a My Health Record. Find out more about getting a My Health Record on the Australian Digital Health Agency website.
Schedule of Fees and Charges for Residential Care from 20 September 2026
1800 Medicare
The Australian Government has introduced 1800MEDICARE, a free, 24/7 service that connects people to expert health advice and helps them access the right care at the right time.
What is 1800MEDICARE?
1800MEDICARE is a free phone line (1800 633 422), website and app for 24/7 access to health information and advice, and connection to the right care at the right time. 1800MEDICARE is accessible and free to everyone in Australia, regardless of where you live – day or night. 1800MEDICARE is free and available to everyone in Australia, including visitors, international students, and people who do not have Medicare. You may have to pay for the service the nurse recommends, such as a visit to the doctor.
1800MEDICARE provides:
Phone line | 1800 633 422
Anyone in Australia can call 1800 633 422 for free health advice and support.
When you call, you will speak with a registered nurse who will:
ask about your symptoms or health concern
provide advice on what to do next
guide you to the right care, such as:
self-care at home; a GP; an urgent care clinic; a pharmacy; or an emergency department.
You can call for yourself, your child, an older family member, or someone you care for.
Website | medicare.gov.au/1800
On the website, you can:
-call the 1800MEDICARE phone line from your mobile
-check symptoms
-find local health services
-access information about medicines
-learn more about other Medicare services.
1800MEDICARE app
The 1800MEDICARE app provides secure and convenient access to key health information stored in your My Health Record. The app:
-complements the phone service
-allows you to view and share your health information
-is fast, easy and secure to use on your phone or tablet.
For help setting up the app, visit:
www.digitalhealth.gov.au/1800MEDICAREapp
Dental information for patients
NSW Health provides “safety net” dental services for eligible NSW residents. Public dental clinics are usually located in public hospitals and community health centres and provide comprehensive dental care for patients.
Patients are prioritised for care through a triage system. This means that patients with urgent dental conditions are treated sooner, and that there may be wait times for routine dental care.
Eligibility for adults
Adults are eligible for NSW public dental services if they:
- are a NSW resident
- eligible for Medicare, and
- hold, or are listed as a dependent on, one of the following valid Australian Government concession cards:
- Health Care Card
- Pensioner Concession Card
- Commonwealth Seniors Health Card.
Please ensure you have your card and its expiry date available when booking your appointment.
Eligible adults can receive free dental care from NSW public dental clinics. If you are not eligible for public dental services, you will need to see a private dentist.
To contact a public dental service, call 1800 679 336 to discuss your dental needs. Before you call, please have your home postcode, Medicare and Concession Card details ready.
If you need an interpreter, call the Translating and Interpreting Services on 131 450 and ask to be connected to 1800 679 336.
If you have difficulties with hearing or speech, call the National Relay Service on 1300 555 727.
Click the link below for more information.
Dental information for patients
Respiratory syncytial virus (RSV) infection and vaccination
- RSV is a common virus that, in most cases, causes mild cold-like symptoms.
- Older people are at higher risk of severe disease and more likely to get pneumonia (a
chest infection) and need to go to hospital if they get RSV. - RSV can worsen other conditions likes asthma, chronic obstructive pulmonary disease
(COPD) and heart failure.
How does the RSV vaccine help? - The vaccine may not stop you from getting RSV BUT it will protect you from becoming
very unwell. - Getting the vaccine makes it less likely that you will get a chest infection or need to go
to hospital.
When can I get the free RSV vaccine? - Anyone aged 75 years and older and Aboriginal people aged 60 years and older, can
receive the RSV vaccine called Arexvy.
What are common side effects of the RSV vaccine? - Most side effects are mild to moderate and last only a few days. These side effects
include pain, redness and swelling at the injection site, feeling tired, headache and
muscle pains. - Paracetamol can help with this pain.
- A very small number adults aged 60 years and over could develop rare complications.
More information is on the Australian Immunisation Handbook – RSV Chapter
Can the RSV vaccine give me RSV? - No. The vaccine cannot give you RSV because there is no live virus in the vaccine.
© NSW Ministry of Health. SHPN (HPNSW) 251155-1 March 2026
Resource developed by South Eastern Sydney Public Health Unit
Funded by Central and Eastern Sydney Primary Health Network
health.nsw.gov.au
Can I have the vaccine if I have had a recent RSV infection? - Yes. If you have recovered from an RSV infection, you can have the RSV vaccine.
- Protection from RSV infection is not long-lasting and getting infected with RSV is
common. Getting the RSV vaccine will provide more protection.
Can I have the RSV vaccine at the same time as other vaccines? - Yes. You can have the RSV vaccine at the same time as other vaccines such as the
COVID-19 vaccine, flu vaccine, shingles vaccine and pneumococcal vaccine.
Where can I get more information? - Speak to your GP.
- Frequently asked questions on RSV infection and vaccine are also available (in English
only) – please scan the QR code:
New laws to uphold your rights in aged care
Statement of Rights
The Aged Care Act 2024 includes a Statement of Rights that explains the rights older people will have when accessing aged care services funded by the Australian Government.
The Statement of Rights will help make sure you are at the centre of your aged care.
You will have the right to:
· make your own decisions about your own life
· have your decisions not just accepted, but respected
· get information and support to help you make decisions
· communicate your wishes, needs and preferences
· feel safe and respected
· have your culture and identity respected
· stay connected with your community.
If you have concerns about the aged care you are receiving, you can:
· talk to your aged care provider
· speak with an advocate on 1800 700 600 or at OPAN.org.au
· contact the Aged Care Quality and Safety Commission on 1800 951 822 or at AgedCareQuality.gov.au
More information
Read the full Statement of Rights, including how you can make sure your rights are upheld:
www.health.gov.au/our-work/aged-care-act/about
New Aged Care Act & Strengthened Standards
There are 7 strengthened Quality Standards:
Standard 1: The individual
Standard 2: The organisation
Standard 3: The care and services
Standard 4: The environment
Standard 5: Clinical care
Standard 6: Food and nutrition
Standard 7: The residential community
Meet Our Whistleblower Officer
Phyu Han
Whistleblower Officer
Mobile: 0438 158 647
Email: Whistleblower@gardenview.org.au
Purpose of the Whistleblower Officer
The Whistleblower Officer provides a confidential, safe, and independent channel for reporting concerns about misconduct or unethical behaviour within Garden View Aged Care.
What You Can Report
• Misconduct or unethical behaviour
• Breach of laws, regulations, or organisational policy
• Fraud, theft, or corruption
• Unsafe or high‑risk practices affecting residents or staff
• Any serious wrongdoing that impacts safety or care quality
What the Whistleblower Officer Will Do
• Receive and manage disclosures confidentially
• Ensure protection from retaliation or victimisation
• Conduct fair, timely reviews or investigations
• Uphold transparency, accountability, and integrity
Your Protection
You may report openly or anonymously. Your identity will be protected at all times. Garden View Aged Care is committed to ensuring staff feel safe and supported when raising concerns.
Garden View Aged Care
Promoting a safe, transparent, and accountable environment for all.
The Taxi Service
From the Company:
13 Cabs – 📞 132 227
Wheelchair-Accessible Taxi – ☎️ (02) 8332 0200
From Individual Service:
Ray Taxi – 📱 0420 505 275
Translating and Interpreting Service (TIS National)
If you need immediate phone interpreting services call 131 450 or +613 9268 8332 (outside Australia).
National Relay Service
If you have difficulties with hearing or speech, call the National Relay Service on 1300 555 727.
Staff Spotlight
Lifestyle Assistant: Rosita Jok
This month, we are delighted to introduce Rosita Jok as our Staff Spotlight!
Rosita joined Garden View in 2024 as a Personal Support Worker. Since then, she has taken on a new opportunity and stepped into the role of Lifestyle Assistant, supporting our residents to stay engaged, active and connected through meaningful activities.
Thank you, Rosita, for your contribution to Garden View and for bringing your care, enthusiasm and positive energy to our residents and the team.
Ongoing Staff Training and Education
During September, our Team Leaders completed Mental Health First Aid training, helping them build their knowledge and confidence to recognise and respond to signs of mental health concerns and provide appropriate support to staff.
We would also like to remind all employees that looking after your mental health and wellbeing is important. If you are experiencing stress, burnout, or mental health concerns, please remember that support is available. You can access our Employee Assistance Program (EAP) for confidential support, and you are always encouraged to speak with your Team Leader or Manager if you need support at work.
During September, our staff also participated in Continence Management and Wound Care Management training, delivered by Continence & Nursing Care Australia and funded by WentWest PHN. These valuable training sessions supported our nurses and care staff to strengthen their knowledge and skills and continue providing safe, high-quality care to our residents.
Supporting staff to strengthen safe medication practices, reduce the risk of medication errors, and promote resident safety.
Supporting the safe and appropriate use of antibiotics and other antimicrobial medicines to improve resident outcomes, reduce unnecessary use, and help prevent antimicrobial resistance.
Lifestyle and Wellbeing
September was a wonderful month filled with celebrations, meaningful activities and opportunities for residents to connect with family, friends and the wider community.
One of the biggest highlights was our Father’s Day Celebration. It was wonderful to welcome families to celebrate with their loved ones. Everyone enjoyed a BBQ together, with plenty of delicious food, laughter and conversation. The day created a warm and happy atmosphere and gave residents a special opportunity to spend quality time with their families.
Our residents also enjoyed a Saturday volunteer performance. The music and entertainment brought many smiles and created a relaxing and enjoyable afternoon.
The Online Quiz continues to be a favourite among our residents. Everyone enjoyed answering questions, sharing their knowledge and having some friendly fun together.
Our Burmese residents also enjoyed a special meditation session, providing a peaceful and meaningful opportunity to relax, reflect and connect with their cultural and spiritual traditions.
For R U OK? Day, residents enjoyed a lovely High Tea with delicious treats and drinks. It was a relaxed afternoon filled with conversation and connection, while reminding everyone of the importance of checking in with one another.
Residents also enjoyed a Bus Trip to Chang Lai Garden, giving them the opportunity to get out into the community, enjoy a change of scenery and spend quality time together.
September was another enjoyable month full of connection, laughter and shared experiences. We look forward to another exciting month ahead!
💛With warmth,
Lifestyle Team
Upcoming Events
High Tea
Resident Feedback & Quality Improvements
Feedback
Feedback trends for August included two compliments recognising staff for compassionate care and positive resident outcomes, and concerns mainly relating to shared-room arrangements, including visitor frequency and excessive phone noise. Actions included speaking with residents, offering headphones or earplugs, and arranging room changes where appropriate. A separate laundry concern regarding bag colour-coding and overfilling was addressed with new guidance cards and staff reminders.
Incidents Trends:
A total of 10 resident incidents and clinical events were identified during August 2026, including 2 falls, 5 skin integrity incidents, 2 medication errors, and 1 behavioural incident.
August incident trends showed that most incidents related to skin integrity, with several wounds or bruises already present on admission or return from hospital. Two falls occurred with no major injury, two medication documentation/charting incidents were identified, and one behavioural incident was resolved promptly. Actions included ongoing wound care, regular repositioning and skin checks, falls-prevention strategies, medication-process education and continued monitoring.
Quality improvements and CIP:
• Reinforce Mr C’s mealtime care through staff education.
• Document and follow the resident’s preferred oral care routine.
• Use the Oral Health Assessment Tool to prompt timely dental referrals.
• Upgrade Room 12 flooring and walls in the resident’s preferred colour.
Antimicrobial Stewardship (AMS)
In August, nine infections were recorded. Respiratory and eye/ear/nose/mouth infections were the most common, with three cases each (33%), followed by two urinary tract infections (22%) and one skin infection (11%). Eight cases occurred between 11–20 August, including two LRTIs on 15 August, showing a mid-month concentration requiring continued surveillance. Antimicrobial indication, culture results, Continue close monitoring of respiratory infections, reinforce hand hygiene and respiratory precautions, and promptly isolate residents with symptoms. RNs are to document the clinical indication, cultures, antimicrobial start and review/stop dates, monitor treatment outcomes, and escalate any infection clusters for GP and infection-control review.
💊 Do You Need Antibiotics?
Antibiotics are powerful medicines that can treat bacterial infections and can be life-saving for serious infections.
However, antibiotics are not always needed. When they are used unnecessarily, they may cause side effects and contribute to antibiotic resistance, meaning some antibiotics may not work as well in the future.
When antibiotics are prescribed, you can ask:
What infection is the antibiotic treating?
Are antibiotics necessary?
How long do I need to take it?
What are the possible side effects?
Could it interact with my other medicines?
How will we know if it is working?
Remember: Antibiotics do not treat many viral infections, and finding bacteria in a urine test without signs or symptoms of infection does not always mean antibiotics are needed.
Smart use of antibiotics today helps make sure antibiotics work tomorrow.
Information adapted from the Aged Care Quality and Safety Commission – Better use of antibiotics.
https://www.agedcarequality.gov.au/sites/default/files/media/do-you-need-antibiotics-flyer.pdf
Resident Rights, Complaints Process, Palliative Care & Whistleblower Protections
Whistleblower protections
What whistleblower protections do
Workers may be afraid of personal and financial risks by sharing information and disclosures with us. The new Act gives workers rights and protections when they make disclosures that qualify (meet the requirements) for whistleblower protection.
The rights under the new Act for disclosures include:
- Not being subject to retaliation or punishment
- Not being subject to consequences such as civil, criminal or administrative actions (legal actions) that may come up
- Choosing to be anonymous
- Confidentiality
- Being able to take legal action through the courts for compensation if you experience retaliation, punishment or consequences because you made a disclosure.
If something should happen as a result of you making a disclosure, such as being punished for speaking up, we recommend getting independent legal advice or contacting your union to understand how whistleblower protections may apply to you.
Statement of Rights
New Aged Care Act includes a Statement of Rights, outlining the rights that older people have when accessing aged care services. The rights help to ensure that older people and their needs are at the centre of the new aged care system.
The rights outlined in the Act help to ensure that older people and their needs are at the centre of the new aged care system.
The Statement of Rights include the right for every individual to have:
- independence, autonomy, empowerment and freedom of choice
- equitable access
- quality and safe funded aged care services
- respect for privacy and information
- person-centred communication and the ability to raise issues without reprisal
- advocates, significant persons and social connections.
Providers have to ensure that their actions are consistent with the Statement of Rights. This includes ensuring that their aged care services are delivered by aged care workers who have appropriate qualifications, skills and experience.
Reminder of Consumer Rights and Service
• Senior rights service provides the legal advice, advocacy service and community engagement, for free and confident advice call, 02 9281 3600. Brochures and poster available near the small kitchenette.
• Free advocacy groups available to provide information. Pamphlet are distributing to consumer and available near the dining room information station for consumers and representatives. OPAN poster and contact details 1800 700 600 displayed on the notice board. The video of What Can OPAN help is played during the meeting. Brochures and poster available near the small kitchenette.
• Care plans are readily available for consumers.
• Reminder residents and family to seek consent from residents who have no cognitive impairment and from person responsible for those residents who are unable to give consent before taking photos and/or uploading photo to media.
Reminder of complaints process
• Consumers were reminded with the complaint and compliment process and encouraged consumers to voice for themselves.
• Reminded residents and relative the Open-Door policy of the DON.
• If you need an interpreter to speak with us, call the Translation and Interpreting Service on 131 450.
• If you cannot resolve your concern with the service provider or any serious concern, you can contact the Aged Care Quality and Safety Commission on 1800 951 822. If you need an interpreter to speak with them, call the Translation and Interpreting Service on 131 450.
• Consumer and family are aware if they have any concerns and do not wish to speak to the Management team at site level, can directly email or handwrite letters, and someone can assist them in emailing the board@gardenview.org.au
• The Board holds a monthly gathering in the Central Garden to meet and greet residents and seek feedback and suggestions. It is usually held on the second Sunday of the month, starting at 9 a.m.
• Garden View provide protections for whistleblowers to allow reporting without fear of reprisal Whistleblower@gardenview.org.au
• Reminded consumers that OPAN is available for consumers and family, poster available on notice board.
• Consumer advisory body (CAB) member Ming He and Raymond Murphy (Consumer), David Pearce and Winne Steo (Representative) can be liaison representatives for consumers and relatives for any concerns or issues if they do not wish to speak to management directly. The photograph of the CAB resident members and contact details are displayed on the noticeboard. Garden View is always welcome resident and/or relative to involve and partner the care and/or committee.
Understanding Palliative Care in Garden View
Palliative care is a special type of care that focuses on improving the quality of life for residents living with serious or life-limiting illnesses. The goal is to ensure that every resident receives comfort, dignity, and compassionate support, rather than focusing only on medical treatment. At Garden View, our palliative care approach aims to keep residents as pain-free and comfortable as possible while supporting their emotional, spiritual, and physical wellbeing. Our team works closely with families to ensure that care is personalised and respectful of each resident’s wishes. We also provide family stay options for loved ones who wish to be close during this time and can arrange referrals to the GREAT Team for specialised palliative support when required. Information brochures about our palliative care services are available at reception. Please speak with our Clinical Team if you would like to know more or discuss how we can support you or your loved one.
September 2026 – A Month of Spring, Smiles & Special Moments! 🌼
Spring has arrived at Garden View, bringing warmer days, beautiful blooms and plenty of opportunities to enjoy time together. September has been filled with activities, friendship and special moments shared by our residents, families and staff.
Thank you to everyone who continues to make Garden View a warm, welcoming and caring community. We look forward to enjoying more springtime fun together!