Data Protection

Dar L-Annunzjata commits and abides by relevant laws, whereby personal data in its possession will remain confidential and will only be used for appropriate measures through competent and authorized personnel.

Facilities & Services

Dementia Friendly

  • 24/7 Expert Care
  • Colour Schemes
  • GPS Tracking
  • Multisensorial equipment
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Active Ageing

  • Physiotherapy
  • Activity Coordinator
  • Multidisciplinary Halls
  • Outings
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Beauty Parlour

  • Spa
  • Pedicure & Menicure
  • Hair Saloon
  • Barber Services
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IT Solutions

  • Nurse Call
  • Portable Devices for staff
  • Social Media
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Bedroom & Ensuite Bathroom

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Dining/Living Rooms

Spacious dining/living rooms are available on every floor

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Parking

Ample parking spaces for staff and visitors

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Guide to Residents

Preface

This Guide for Residents provides relevant information to prospective and current residents at Dar L-Annunzjata. It provides information about the Residence, offered services, practices, as well as expected rights and responsibilities for residents.

The Residence

Dar L-Annunzjata opened its doors in May 2021. It is situated in Tarxien, in the limits of Gudja and Ħal Għaxaq, commonly known as Tal-Barrani. It has a 242 bed capacity distributed on 7 clinical floors above street level. Each resident room has a 43-inch TV, appropriate furniture, seating, fridge, height adjustable beds, telephone line and an ensuite bathroom meeting the specific clinical needs of the elderly and compliant with standards set by authorities. Each floor will have a dedicated nurse station, kitchenette and a large living/dining area with TVs. The Residence is also equipped with a beauty parlour and a library.

The Ground Floor includes a chapel, a large multipurpose hall and various clinics where specialists provide services to our residents. There are also large terraces on levels 6 and 7 overlooking the streets and countryside.

There are 4 floors below street level. The lower floors host a garage for staff, residents, and visitors as well as for services and stores needed in the residence. It is also equipped with a large generator able to provide power for various hours

All our residents will have a dedicated nurse call system through innovative wearable devices. This allows residents to move around the residence based on their clinical condition yet, can call for help from any place within the residence rather than be limited to making the call by their bedside. Calls will be received electronically on devices that our caring staff will carry with them so that they can assist calls more efficiently, effectively and promptly.

A strong internet connection is provided and available on all levels within the Residence.

Mission Statement

Dar L-Annunzjata is committed to being the leading provider of long-term care for the elderly. It is our mission to establish ourselves as a household name in Malta in providing high-quality, holistic and dignified active ageing services with respectful responsiveness to the individual needs of vulnerable senior citizens. Our care programmes are designed and operated with exceptional quality meeting the widest range of current and future senior citizens’ needs promoting full potential and inclusion.

Values

Our philosophy in care is surrounded by a set of values:

  1. Residents are our priority and they are always in the centre of our activities
  2. Dignity, mutual respect, residents’ rights and inclusion are pivotal
  3. Residents are full of potential and major contributors towards the wellbeing for self, fellow residents, staff at the Residence and, the community at large
  4. Staff at Dar L-Annunzjata are the most important resource and as such must be trained, supported, encouraged, recognised and rewarded
  5. Policies and procedures provide a fair and consistent application of rule yet, initiative and creativity are encouraged to reach results-oriented objectives

Aims & Objectives

We aim to provide optimal, resident-centred care taking into account a holistic approach to satisfy residents’ individual needs.

To fulfil this aim, we set the following objectives:

  1. To reach established Key Performance Indicators
  2. To abide by the National Minimum Standards for Care Homes for Older People
  3. To abide by the National Commission Persons with Disability Guidelines
  4. To follow agreed internal Policies and Procedures relating to Clinical Practices, Human Resources, Hospitality Management, Infection Control and, Administration
  5. To abide by set Social Care Standards for older persons
  6. To create a conducive environment throughout the residence enabling senior citizens and/or sufferers of dementia to maintain and promote a safe and active ageing.

Organisational Hierarchy

The Residence is run by highly experienced and academically trained professionals namely the Managing Director; the Chief Operating Officer; the Head of Clinical Services; the Head of Hospitality Services and, an Administrative Officer. Dar L-Annunzjata employs around 110 fully trained, qualified professionals and passionate personnel.

Services and information

The Residence provides various services and activities promoting active ageing:

Visiting Hours

  1. We encourage people to visit residents as much as possible
  2. To balance visits with rest and activity time, Dar L-Annunzjata will be open for visitors between 1000hrs and 1100hrs; between 1430hrs and 1700hrs; and 1800hrs till 1930hrs
  3. Residents on the danger list can have visitors at all time
  4. Dar L-Annunzjata reserve the right to modify visiting hours as appropriate and may refuse entry as indicated
  5. Visitors and residents are invited to meet in common areas so that other residents who are confined to their rooms and/or beds can maintain their privacy and rest
  6. Not more than 3 visitors are allowed per resident in their respective rooms so that privacy and correct clinical practices are respected

 

 

Reception Desk

  1. Dar L-Annunzjata Reception will be open on all days including weekends and Public Holidays.
  2. The Reception Desk will receive all incoming calls and shall direct the calls as appropriate
  3. Within the reception, a suggestion box is available for any complaints or recommendations that one may have (Appendix 2)

Family Doctor

  1. The residence will provide a private doctor for urgent cases only and bear the costs of such visits.
  2. Dar L-Annunzjata can organise visits by the Medical Doctor from the Health Centres when appropriate
  3. Dar L-Annunzjata can also provide a private Medical Doctor specifically asked for by the Resident. In such case, the resident will pay for such a visit
  4. Should there be a need for the procurement of additional treatment, the resident is to contact the family so that items can be bought. Dar L-Annunzjata can contact the family in the eventuality that the resident cannot contact them for whatever reason. Moreso, if relatives or residents prefer, the Residence can make arrangements for such additions to be brought in by the relevant seller.

Allied Health Professional Services

  1. Dar L-Annunzjata can provide the services of Allied Health Professional at no charge to residents under the Public-Private Partnership Scheme
  2. Payments related to private services provided by Allied Health Professional must be borne by the resident

Pharmacy Services

  1. All treatment and a medical report must be approved by a medical doctor
  2. Dar L-Annunzjata provides supplies of long-term medicine through the POYC Scheme
  3. Prescriptions are prepared and signed by a medical doctor at Dar L-Annunzjata
  4. All administrative paperwork about renewals including the Controlled Drug Card will be undertaken
  5. All medications must be handed to Dar L-Annunzjata on admission and thereafter. Should a resident opt to keep the medicines and self-administer, an appropriate test will be done by clinical staff to ascertain that the resident is cognitively well to take such medications
  6. Dar L-Annunzjata will not be held responsible for any wrongdoings if kept medicines are not taken, wrongly administered, lost or stolen.
  7. An appropriate lockable drawer will be provided for each resident in their room for safe keeping of medicine

Bloodletting or investigations

  1. Dar L-Annunzjata offers the facility of bloodletting on given days
  2. Should there be a need for a resident to go to any medical centre for investigations, Dar L-Annunzjata can organise and coordinate

Meals and Drinks

  1. Meal time are established as follows:
    1. Breakfast 0745hrs till 0815hrs
    2. Drinks 1000hrs till 1100hrs
    3. Lunch 1110hrs till 1215hrs
    4. Afternoon Tea 1400hrs till 1445hrs
    5. Dinner 1710hrs till 1755hrs
    6. Night drinks 1915hrs till 2015hrs
  2. All residents are encouraged to have their meals in the designated dining areas
  3. Residents who are unable to eat or drink in the dining room shall be offered their meals in their rooms and/or bed
  4. Dar L-Annunzjata reserves the right to change meal times as necessary
  5. All food and drinks must be consumed within Dar L-Annunzjata by the resident unless approved otherwise by the Management

Allocation of Rooms

  1. Residents are assigned a room mainly based on their clinical condition
  2. Dar L-Annunzjata is committed to keeping the same assigned room however, it reserves the right to move a resident should there be a need
  3. Appropriate soft furnishings are available in shared rooms to provide the necessary residents’ dignity
  4. Residents and relatives will be informed promptly on the possibility of moving to another room
  5. Dar L-Annunzjata staff will help the resident to relocate

Laundry

  1. Linen services including sheets, pillows, pillowcases and blankets will be provided by Dar L-Annunzjata
  2. Residents’ clothes may be washed through the residence
  3. Clothes must be well-labelled by the resident or family. Failure of which, Dar L-Annunzjata cannot provide for personal laundry services or held responsible for any shortcomings
  4. Residents must have additional clothes until a laundry is done
  5. No clothes should be left to dry in any place within the residence overlooking the streets

Personal Belongings

  1. Permission to get any item from the resident’s home into the residence must be sought from Management
  2. Free cable TV is available in every bedroom and common areas
  3. Residents may opt to keep their valuables either at their home or at the residence’s administration officer. Should they opt to keep them, they are encouraged to use the provided lockable drawer at all times. Dar L-Annunzjata shall not be held responsible for any missing item
  4. Residents may opt to bring in special aid equipment in which case, they should first be cleared by Dar L-Annunzjata management and then clearly marked as the resident’s own
  5. Responsibility of any maintenance and shortcomings on personal equipment shall be borne by the resident
  6. Due to Health and Safety procedures, Dar L-Annunzjata does not accept any use of items such as, but not exclusive to, heaters, electrical blankets and hot plates
  7. When a resident leaves Dar L-Annunzjata, relatives are asked to vacate the room and belongings within 48 hours following discharge. Dar L-Annunzjata reserves the right to vacate the room and dispose of the items as appropriate. Any costs for removal and/or disposal of unclaimed belongings shall be paid by the family.

Mortuary

  1. Dar L-Annunzjata is furnished with a mortuary room.
  2. Funeral services must be arranged by the family.
  3. Details of the funeral are to be given by the relatives or delegated to the manager in charge of the clinical floor where the deceased was cared for.
  4. A death certificate is signed by the Medical Doctor from the Health Centre or a Medical Officer within the Residence
  5. Dar L-Annunzjata will make all arrangements with the funeral organizer to transfer the deceased resident by hearse to the Mortuary at Mater Dei Hospital from where the funeral services will take place. Communication will take place between the Residence and the funeral organizer.

Grooming

  1. Residents are to wear personal clothes
  2. Dar L-Annunzjata is equipped with a hair salon and haircuts are periodically provided free of charge
  3. Additional saloon service carries a fee which must be borne by the Resident
  4. Beauticians are also contacted should there be requests from residents
  5. Requests for services are done at the Reception or within each nurse’s station on respective floors

Religious Services

  1. Religious services are provided within Dar L-Annunzjata
  2. A dedicated chapel is available on the Ground Floor
  3. Mass will be held periodically and regularly

Security and Safety

  1. There is one main entrance/exit at ground level and another entrance/exit at Level at the back the Residence
  2. Controlled Access to respective floors is also available through the available lifts within the car park.
  3. All visitors must check in at the reception on the respective floor
  4. Relatives wishing to take residents out for some time within the Residence should notify the nursing station on each floor. An estimated time of return should be given.
  5. Should relatives wish to take any resident out of Dar L-Annunzjata must inform Dar L-Annunzjata at least 2 hours before the planned outing
  6. Several CCTV are installed and operational in common areas to sustain security and safety

 

Active ageing

  1. Dar L-Annunzjata is committed to promote active ageing through several activities for our residents.
  2. An activity coordinator is assigned to maintain activity levels high and sufficient to maintain active ageing
  3. Dar L-Annunzjata provides various multipurpose halls where activities are organized and take place. Such activities will include but not exclusively to exercises, social events, drama, music, crafts, art, movies and education.
  4. Grooming is available at the saloon area
  5. Dar L-Annunzjata coordinates outings for our residents as appropriate throughout the year
  6. Notice boards throughout the residence will show the programme of activities scheduled for the current and following weeks in advance.
  7. Volunteers and community participation are encouraged to provide their services within Dar L-Annunzjata.
  8. Nurses will make a clinical judgement upon the suitability of specific planned events and activities vis-à-vis the clinical condition of the resident.
  9. Residents must endorse participation in events and activities and Dar L-Annunzjata does not accept responsibility should an incident happen during these activities
  10. Supervision from staff will be provided for during the activities unless there would be other priorities.
  11. Residents are invited to keep all places clean after use.

Special Celebrations

  1. Private functions can be organized within the residence to celebrate special occasions.
  2. Floor nursing station and/or reception should be informed at least 4 days before the occasion.
  3. The Residence can assist the family to organize festivities as required

General Rules

  1. On and/or potential admission to the Residence, staff will show the resident and family around and answer any questions that they might have.
  2. Dar L-Annunzjata will provide the necessary care for each resident and satisfies the residents’ right to those activities of daily living based on individual care plans that individual residents may have. Such activities of daily living include but are not exclusively to nutrition, bathing, getting dressed, toileting, active ageing, inclusion, transferring, medications, treatment and continence.
  3. Individual care plans are revisited periodically based on clinical assessment performed by Dar L-Annunzjata staff and/or other specialists as necessary
  4. Dar L-Annunzjata reserves the right to use any certified and allowable equipment or aids to provide the safest and holistic care for the residents.
  5. This may also include the use of restrainers should a resident be in of danger harming self or others. Before restraining, a thorough clinical assessment is done and documented.
  6. Residents have the right to refuse any treatment or approach of care but have also the responsibility to endorse such refusal as necessary.
  7. Dar L-Annunzjata has zero tolerance for any type of abuse on residents, visitors, service users/providers and, staff. The residence reserves the right to take the necessary action as deemed appropriate which may include but not exclusively to transfer from allocated rooms, expulsion from the Residence and, reports to the Police or other authorities based on the alleged infringements.
  8. Residents have the right to know at least 4 hours before the relocation of the allocated room and have the responsibility to comply with the decision taken by management.
  9. Residents have the right to know at least 1 day before the relocation out of Dar L-Annunzjata.
  10. Alcohol is allowed if maintained within normative limits. Smoking is prohibited unless the roof garden is used under supervision.
  11. Responsibilities for willful damages should be borne by the perpetrator.
  12. Dar L-Annunzjata reserves the right to stop visitors on its premises should there be sufficient ground to prevent any serious detriment to residents, staff or infrastructure.
  13. Residents are provided with three meals and snacks. Additional drinks are also available in common areas. Relatives are invited to provide further drinks should the resident wish to.
  14. No food is allowed out of the dining area.
  15. Personal care items but not exclusive to like soap, creams and lotions must be provided by the family.
  16. Residents, staff and relatives are to wear decent clothes within Dar L-Annunzjata.
  17. Confidential space is available for all residents should they need to consult with any person or professional including but not exclusively to legal and/or financial consultants
  18. Entrances/Exits to the Residence will be locked at 2000hrs.
  19. Pets are allowed in the residence during visiting hours
  20. Additional nappies exceeding the number supplied through PPP Schemes will have to be provided by the residents’ relatives.
  21. Dar L-Annunzjata is equipped with the latest fire safety material including fire retarding equipment, fire alarms, escape routes and fire extinguishers. Fire drills are performed regularly.
  22. No staff is authorized to receive payments except from the Residence Administration.
  23. Staff should be informed of any faults so that remedial action is taken.
  24. Incident reports can be logged at the respective nurse stations.
  25. Residents have the responsibility to respect Dar L-Annunzjata resources including premises and staff as well as fellow residents, relatives and visitors.
  26. Staff members cannot act as witnesses during wills or power of attorney.
  27. All information is kept confidential and anonymity is maintained throughout.

Disclaimer

Dar L-Annunzjata is governed through a set of Policies and Procedures in line with the National Minimum Standards and set Key Performance Indicators. If and for any reason, the interpretation of situations is unclear, the final decision and exclusive direction should be taken by Senior Managers or by the most senior staff within Dar L-Annunzjata which direction must be respected and followed throughout.

 

 

 

Appendix 2

Customer Care Policy

 

Dar L-Annunzjata is committed to deliver optimal service and care. Because we have our residents at heart and in the centre of all our activities, through this Customer Care Policy Dar L-Annunzjata is committing itself to quality service as well as providing an efficient and effective way to handle suggestions and complaints if any.

  1. Any issues related to customer care will be dealt with promptly, without discrimination.
  2. All cases will be treated with respect.
  3. Feedback from Dar L-Annunzjata staff will be provided immediately as per the provided Residence’s Policies and Procedures
  4. Attempt to resolve pending issues at the point of contact.
  5. Services at Dar L-Annunzjata are provided within a safe environment.
  6. All actions will be according to law
  7. Keep residents’ needs within the centre of our activities
  8. Ensure that Dar L-Annunzjata staff are treated with respect
  9. Ensure a clear pathway through which anyone can approach the Residence’s Customer Care services
  10. Recommendations to ameliorate our services are invited and welcomed
  11. Ensure the possibility of a face to face contact
  12. Ensure that telephone calls are answered within 60 seconds during normal working hours.
  13. Emails and/or other written enquiries are to be acknowledged within 50 hours.
  14. Timeframes are determined during which a pending issue is solved.
  15. A named Dar L-Annunzjata staff will be assigned and known to enquirers to tackle each issue.
  16. Dar L-Annunzjata keeps a record of every notification and remedial action if any and draws up periodical learning conclusions from them
  17. All residents will have the right to speak with customer care and shall be respected throughout.
  18. Complaints can be done in person, through a phone call or written to the Customer Care Desk at the reception desk or email info@eldercare.com.mt
  19. Head of Home or delegate will contact the complainant within 60 hours.
  20. Attempts are made to settle pending issues within 10 days
  21. Should there be a need for the complainant to contact the Older Persons Standards Authority, contact details are as follows:

Address:          2nd Floor, The Exchange, it-Telgha Ta’ Spencer, Marsa. 

Telephone:      8000 2002

Email:              licensing.opsa@gov.mt

  1. Residents have the right to speak to any Older Persons Standards Authority’s representative during their routine inspections at the Residence

 

 

 

 

 

 

 

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