Frequently Asked Questions
Do You Have a Question?
What is Long Term Care?
Long-term care is regulated by the provincial government. Accommodation rates, which are also set by the provincial government, are intended to be all-inclusive (room, meals, primary medical care, housekeeping, social activities), and we are happy to provide enhanced services for an additional fee. The current rates are as follows:
What items should I bring when I move in?
The smaller semi-private rooms have limited space so you will be restricted as to what items and the number of items you can bring initially. Generally, the most common items to bring include:
- TV (no larger than a 42 inch screen)
- Own pillow or blanket
- Personal effects (small objects that remind you of home or family)
- Toiletries (including toothbrush, hairbrush, large and small nail clippers, etc.)
- Clothing (enough daywear and nightwear for 7 days) and appropriate footwear.
Please make sure all items are clearly labelled, except the clothing which we will label for you on the day of admission.
Generally, when starting out in your first room, you would want to look at bringing small things from home that make your loved one’s room more comfortable and familiar. Due to the size of admission rooms, you will be unable to bring in large items such as large dressers. Once you are offered a larger room or a private room, you will have more space to bring in larger items such as a dresser, mini fridge, etc.
For safety and infection control reasons, the following items are not permitted to be used by residents at any time: electric (heating) blankets, space heaters (including electric fireplaces), air conditioners, and humidifiers.
The use of hot water bottles and / or microwaveable hot packs are strongly discouraged unless under the supervision of staff at specific times. Please speak with the rehab department if a hot pack is required.
Fans are permitted and encouraged to help residents stay cool during the summer months.
What can I expect in the first few days after admission?
Moving into a long term care facility can take time to adjust to. The day of admission is usually very busy with completing forms, meeting different staff and being introduced into a new environment with unfamiliar routines. In the days that follow, the staff will do their best to help new residents get familiar with their new environment. It can take several weeks for a new resident to get used to the routines of a long term care facility; and it takes that same amount of time for our staff to learn the preferences of each new person. New residents will be greeted by different team members to introduce a variety of options such as exercise, recreation activities, etc. It is not unusual for new residents to be sad and refuse to participate at first. Adjustment takes time, and a concerted team effort by both the family and our interdisciplinary team is required to make the experience positive for any new resident.
Who will be involved in my care?
We have an interdisciplinary team made up of a variety of different disciplines. Each discipline will be involved in your care at some point in time. These disciplines include the following: Physicians, Advanced Nurse Practitioner, Social Worker, RN/LPN’s, Health Care Aides, Dietitian, Occupational Therapist, rehab assistants, general services staff (housekeeping, dietary, laundry), maintenance staff, recreation staff, and unit clerks.
Who do I talk to if I have a concern?
If you have a concern, please try to speak directly to the staff involved when your concern arises. Many concerns can be resolved quickly and satisfactorily this way. If the staff member is unable to resolve your concern to your satisfaction, you can contact the department supervisor (i.e. General Services Supervisor, Nursing Supervisor, Occupational Therapist, Recreation Coordinator, etc.). Our Care Manager is also available to help resolve concerns that department supervisors are unable to resolve. If you are unsure of the appropriate person to speak to you can contact our Social Worker for clarification and direction.
What happens if I need to see a dentist, eye doctor or a specialist?
Some basic services can be arranged onsite such as having a regular eye exam, seeing a denturist, or being seen by a mobile dental hygienist. Specialized services such as needing to see a dentist, an ophthalmologist, or a specialist will require that you go out for appointments. Families are responsible for arranging these appointments, for arranging for transportation to and from appointments, and for accompanying you to the appointments. Always keep the facility updated about upcoming appointments. For transportation options, please speak to a staff member. If a resident needs to be transported by stretcher for a non-medical appointment, transportation options are available. All transportation costs for non-medically required appointments are the responsibility of the family and/or the resident. If a specialist provides you with a prescription for a medication, please give it to your nurse once you return so we can get it approved by your physician and supplied by our pharmacy.
Can I take my loved one out of the facility?
You are welcome to take your loved one out of the building for appointments, social outings or even just for a walk. Please ensure you let the nurse or unit clerk know in advance so that we can make sure your loved one is ready to go and has anything they might need to take with them (i.e. medication list, medications, Goals of Care, etc.). Transportation can be booked by family using a wheelchair taxi, DATS, a private company (i.e. Driving Miss Daisy), or in your personal vehicle if the resident is able to safely transfer with your assistance.
How do I get a phone or cable hooked up?
Hooking up cable for your TV must be through Shaw Cable, while your phone can be hooked up through Telus or Shaw. Cell phones are also welcome. Once you have brought a phone and/or TV into your loved one’s room, you then will need to call the provider (Shaw or Telus) to send a technician for installation. Please schedule installation Monday-Friday between 8:00 a.m. – 5:00 p.m. while our maintenance staff are onsite to assist. Shaw and Telus will invoice you directly each month; we are not involved in their pricing or billing.
Is laundry done onsite?
Families have the option of having laundry done onsite by the facility (for an additional charge) or doing the laundry themselves at home. All clothing will be labelled with the resident’s name (for a onetime fee) and returned to the resident’s room within the first 48 hours, regardless of who does the laundry. Large commercial washers and dryers are used to do the laundry so delicate materials are not able to be washed by our laundry team. If you decide that you want to do your loved one’s laundry yourself, please speak to the staff about what is required.
Do you provide hospice care?
No, we do not have hospice care rooms, however, our staff are trained to provide end-of-life care for our residents, with the primary focus being to keep the resident comfortable at their end-of-life. For any resident that is in the end stage of life, and currently resides in a small semi-private room, a palliative room can be offered. This room provides more space and privacy for families and their loved one during this difficult time.
Are there currently visiting restrictions?
At this present time, there are no visiting restrictions. All visitors enter and leave the facility through our North entrance to support physical distancing and screening protocols for COVID. We have a COVID screener at that entrance daily from 9:00 a.m. to 8:00 p.m. Although our COVID screener is only here during that time frame, your visitation is not limited to those hours. There are currently no limitations with regards to how many family members can visit at a time, as long as you’re being mindful and respectful to your loved one’s roommate and are able to properly physically distance from others. Continuous masking in all areas is mandatory; please always keep your mask on at all times.
Is the food prepared onsite?
Our food, which is delivered by Sysco, is prepared onsite by qualified staff. There is a Spring/Summer menu and a Fall/Winter menu. Each menu is comprised of a three-week rotation, which is reviewed and updated by the General Services Supervisor and Dietitian. The kitchen is able to prepare food for special diets such as vegetarian, gluten-free, low potassium, lactose-restricted, etc. Also, the kitchen adheres to the Alberta Health Services texture modified guidelines to prepare meal consistencies such as: regular, easy to chew, dysphagia soft, minced, and pureed. Fluids can be thickened to a safe consistency dependent on each resident’s individual needs. We serve three meals per day. At every meal, Susy Q carts are used to keep food warm for tableside service to each resident at their designated dining room table. For all meals, a variety of drink options and two protein choices are provided. Snacks are offered three times per day and available on each unit 24/7 upon request.
How often do the residents get a bath?
All residents are offered up to two baths per week. The decision about how many baths and what type of bath each resident has is one that is made by each individual resident. Bathing can be done by either shower or bed bath. Each resident room has its own personal shower in the bathroom. As a facility we support the preferences of each resident in determining how often they want a shower or bath, keeping their overall wellness at the forefront of this decision.
Choosing to live with us?
Please review the information contained within these links for details on how to choose Citadel as your new home.