“[C]are provided…at Haven Hill is not merely stated in word or argued in theory, but most importantly it is grounded in the fullest commitment to providing the highest quality of care possible to all residents.” — Twilla Welch, Psychogeriatric Educator, Penticton Mental Health.

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Haven Hill Services

The types and hours of services and programs at Haven Hill are established to meet the unique needs of each Resident, as best we can. We recognize the value of a good ‘match’ between Residents and staff as being one way to support overall health & well-being. For example, we look for ways to match cultures, languages, specialty skills with particular needs and even personalities as part of our process for setting hours and types of service.

The services & programs that are included in the base fee include:

Nursing & Care Service

24-hour nursing care is provided daily by Registered Nurses (RNs), Registered Psychiatric Nurses (RPNs), Licensed Practical Nurses (LPNs) and Resident Care Aides (RCAs). The provincial target for hours of service is 2.80 hours per resident day of direct care with 20% of the total time performed by nurses. Haven Hill is working with Interior Health to reach that goal and we expect to achieve it shortly. It is important to know that the targeted hours are managed on a facility-wide basis since some neighbourhoods may require additional resources during temporary times of transition.

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Special Care & Dementia Care

For those residents that need a calm and secure environment, special care and dementia care is provided. Staff working in this area have previous education and experience in dealing with dementia and/or challenging behaviours.

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Recreational & Rehabilitative Services

Recreation and social services are provided seven days a week at various times throughout the day. Daily activities include exercise, games, social gatherings and entertainment. Some programs are on a one-to-one basis while others are in small or large group settings. We celebrate special occasions and cultural events and we involve other therapeutic programs (such as pets, art & music). Church services are offered and outings are arranged for places such as museums, special events and shopping.

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Occupational Therapist & Physiotherapist

An occupational therapist and/or physiotherapist are available on a part-time basis for residents needs. They work to assess residents and make recommendations regarding proper seating and equipment fitting, exercise regimes and rehabilitation programs. All residents are assessed and wheelchairs (or other equipment) ordered before they leave the hospital. In addition, we work closely with our suppliers to help select specialized equipment for resident needs.

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Social Worker

The social worker supports the care team by providing psychosocial assessments, admission & discharge planning, counseling & advocacy as well as education. This is a part-time role and the service is offered at times that align with resident needs. As an advocate for the vulnerable older adult, the social worker has a unique perspective in understanding systems within Haven Hill, the community at large and within the family. The social worker helps navigate complex systems to ensure services are identified and accessed. They also provide information relating to adult abuse and crisis intervention, as needed.

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Nutritional Support

A Dietitian oversees the meals provided by Dining Services. The Dietitian meets with every resident and/or family on admission to establish special dietary needs, special equipment requirements and personal taste preferences and to ensure individual nutrition needs are met (based on Canada’s Food Guide and the Resident’s care plan). On going, the Dietitian ensures that residents are receiving the appropriate nutrition for their needs including special dietary or texture requirements and are flexible to respond to various stages of health (i.e. temporary illness or long-term changes, age, level of activity, etc). Regular reviews are done as part of Care Conferences to ensure the services best address the Residents needs.

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Dining Services

An important aspect of facility living is the quality and flexibility of meals and snacks – as well as the overall dining experience. Every meal is an opportunity to enjoy and to have family and/or friends join in. We provide a fresh hot-plated service of three nutritious meals per day from the country kitchen in the neighbourhood. We also provide two snacks during the day and there are foods and beverages available in between, if needed. The morning meal is between 8am-9am, the noon meal is between 12 noon-1pm and the evening meal is served between 5pm-6pm. Snacks are flexible and provided at times that meet Resident needs. Eating aids and supplements are provided based on the Resident’s needs/care plan or the orders of a practitioner. Tube feeds and personal assistance or supervision are also provided.

Our menus are on a five-week rotating cycle and we take advantage of seasonal specialties to ensure variety. We also look to cultural and food preferences and ensure that choices respond to Resident’s unique needs. We consider the texture, colour, taste and visual appeal as well as the food safety processes for proper preparation, storage and handling. Meals are served in small dining rooms and tray service is available in the case of illness. For a nominal cost, families and friends are welcome to join residents for meals.

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Laundry & Housekeeping

Housekeeping service is provided daily in all resident rooms and common areas and we provide all linens and related laundering for the residents’ use. The residents’ personal clothing is laundered and returned to their room. These services run 7 days per week and are scheduled to align with optimal use and resident need.

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Maintenance service is provided 5 days per week with a provision for call-in response if weekend issues arise.

Volunteer Services

We encourage and support our residents, their families and friends to volunteer – both within the residence and within the community. Our Recreation Coordinator provides the direction and assistance to make this a valuable engagement for both parties and we look for ways to maximize involvement as it benefits the residents with additional support.

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Comfort Fund

We assist every resident with the management of their Comfort Fund so that they have an opportunity to continue to manage their own affairs to the extent that they are able. There is no charge for this service.

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Optional services that are user-paid include:

Dental hygienist

We believe that oral health is extremely important to the health and well-being of the residents. As a result, we discuss and promote the benefits of annual visits by a Dental Hygienist to all residents and their families. Referrals are made as appropriate to the dentist. The cost for this service is paid for by the user.

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Haven Hill has a dentist who visits regularly and residents are encouraged to make use of this service. We also assist residents to make arrangements to visit their own dentists out in the community if that is preferred. The cost for this service is paid for by the user.

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We work to ensure the services of a local podiatrist are available and that they visit regularly to ensure proper foot care. The cost for this service is paid for by the user.

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We have the services of a qualified hairdresser several days a week and we seek to ensure that charges for this service are less than those charged by regular salons. The cost for this service is paid for by the user.

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Other user-paid services

We contract service for residents’ dry-cleaning at their expense. As needed or requested, additional professional or personal services can be provided or arranged (such as an audiologist for hearing aids.) The cost is the responsibility of the client but we will assist with the arrangements whenever possible.

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