Yes. Our App is an important communication tool, designed to connect families. This is especially important where families may be separated due to distance or Covid restrictions or where residents may have difficulty communicating with you due to physical or cognitive decline. The App provides peace of mind whilst your loved one is entrusted in our care. By having open and transparent communication with you and sharing the wonderful work of our staff, we hope to establish a relationship of trust, where you can have confidence in our care and service delivery.

No. Our App is designed to be self-explanatory and easy to navigate. If, however, you are experiencing any difficulties (including gaining access to the App or setting up your login details), please contact Concierge and they will be happy to assist.

The main features of the App include receiving updates as to your loved one’s:

• Participation in lifestyle / recreational activities (i.e. you can get a sense of their socialisation and engagement with the home);
• GP and allied health visitations (i.e. know when external physicians/clinicians have attended)
• Lifestyle Calendar (i.e. you can plan to attend events with your loved one or plan your visits around the events they like to participate in)
• Photos via the Gallery
• Food Menu
• Financial Statements (Note, this function will only be available to family members with authorised access)

• Receiving important notifications from the home (i.e. management memos, etc)
• “check in” so other family members can see when you have visited
• The ability to log any requests via the “Requests/Self Service” feature (i.e. book the private dining room, make an appointment with the hairdresser, log a maintenance request, provide feedback, etc)

Clinical care matters (including any incidents) are not included in the App. It remains our intention that any clinical care matters or incidents are to be discussed via a phone call with a qualified Registered Nurse or via a case conference with our qualified clinical team with the involvement of residents’ GP and/or relevant allied health professionals as required. If, however, you feel that there is other information that would be helpful to access via the App (of a care or clinical nature), please provide feedback via the App and we will use our best endeavours to try and incorporate this into a later/updated version of the App.

Unlike other Apps used in the aged care industry which are similar to social networking sites, our new Signature Care App is resident focused. This means that you will only receive information and photos about your loved one; not about residents in general. The exception to this is where our Lifestyle staff are capturing a group lifestyle activity. In these circumstances, you may receive a group photo, rather than an individualised photo. The idea is that group photos provide an opportunity for families to see their loved one’s socialisation within the home and friendships formed.

We have focused on the information which we understand is valuable for family members – e.g. resident engagement and photos, access to Lifestyle Calendar and access to our four-week rotational seasonal menu.

Once your loved one is admitted to a Signature Care home and the relevant forms filled in (i.e. consent forms, etc), you will be emailed your login details.

If you already have a loved one being cared for in a Signature Care home and want to sign up, please contact your home’s Concierge to get started.

After you have your login details, simply download the App and login.

If the resident has capacity to consent to their personal and health information being shared, then they (as the owner of their own information) will determine whom they want to access their information via the App. If the resident consents, then yes, access can be provided. There is currently no limit on the number of family members/users whom can access the App.

If, however, a family member or other representative has authority to decide whom has access to the resident’s personal and health information, then that person will determine whom else can have access to the App.

Provided the relevant consent is provided by the appropriate decision-maker, the App can be shared with whomever they decide should have access.

Yes, provided you have authority to view those residents’ personal and health information and provided the residents reside at the same Signature Care home. This would apply where you might have both your Mum and Dad in the same home, or Mum and Aunty for example.

Yes. Signature Care is committed to protecting residents’ privacy and we are bound by the Privacy Act 1988 (Cth), the Australian Privacy Principles and our own internal privacy policy. For further information, please contact 1300 1300 13 or email: Amal.Witnish@croft.com.au. Alternatively, you can download our Privacy Collection Statement here: Privacy Collection Statement

Yes, you can still download the App, however, you will not be able to view photos of your loved one via the “Gallery” feature.

The Home page has been designed to share with residents and families some of the fun that our staff have with our residents (and each other) and to keep residents and families updated as to what is happening not only at a home/site level, but also at an organisational level (i.e. you can follow the growth of Signature Care). We feel that this content is important, especially during times of lockdown or for families whom do not get the opportunity to visit the home that often. The “Home” feature provides an insight as to the vibrancy of Signature Care’s culture, our staff engagement with the home and enables residents and families to get to know better those staff whom are entrusted with the care of your loved ones.

The “Wellness” feature records:

• any visitations by GPs and allied health professionals
• the resident’s participation in lifestyle / recreational events
• appointments such as hairdressing, etc.

If you do not have the authority to access the resident’s financial information, then the “Finance” feature of the App will be disabled to safeguard and restrict access to those users whom are authorised and have financial authority.

If you do have financial authority and cannot access the “Finance” feature of the App, please contact Concierge and they will be able to rectify this for you.

The “check in” feature was initially designed to record when families had physically visited their loved one; similar to how one would “check in” at a restaurant or event. For larger families, the idea was that this enabled family members to know when certain family members had visited their loved one and could assist in planning/scheduling visits. For example, if a resident’s daughter had “checked in” on Saturday, the resident’s son may choose to visit on Sunday instead of on the same day. During the development phase of the App and Covid restrictions, the “check in” feature was expanded to provide more information to families as to the reason or type of “check in” with the resident and include the following options:

• Visiting – for when families are physically visiting the resident in the home
• Social outing – for when families take the resident out of the home for a social visit/outing (perhaps at the family’s home or to a local café, etc)
• Phone calls – for when families have telephoned the resident (this could be an option during lockdown or for family members located overseas)
• Video call – for when families Facetime, Skype, WhatsApp, etc.
• Appointment – for when families are accompanying their loved one to an external appointment.

The “Requests/Self Service” feature enables families to make any of the following requests directly from the App:

• Hairdressing appointment
• Feedback for the Home (effectively a virtual OI (Opportunity for Improvement))
• Report a Hazard
• Make a booking (e.g. private dining room, RSVP to a function at the home, book a service with the beautician, etc)
• Log a Maintenance Request
• Feedback for the App (suggestions for improvement, reporting issues, etc.)

The “Requests/Self Service” feature is designed to provide convenience to families by having these options available at the click of a button (whereas previously these requests would need to be made either when physically visiting the home or via a phone call or email). We also see the value of providing this feature to families whom may not be able to physically visit the home (due to distance, Covid restrictions, etc); it effectively bridges any communication gaps.

At the bottom of the “Requests/Self Service” page, there are two options: • “View History” and “Request”. By clicking on “View History”, you will see a record of your self-service requests. The green tick next to these requests indicates that your request has been read/actioned.

If your request does not have a green tick next to it, and you are concerned that your request may not have been read or actioned, please contact Concierge.

The profile photo is a way for families to personalise their App. If families decide to upload a “profile photo” from their own collection, this photo will display when you first open up your App. We understand that some families may prefer to upload a photo of their loved one in their younger days or a photo of their loved one with family members, and this feature facilities this. Please note that the profile photos that you choose to upload, are individualised to you as a user, which means that other family members who have access to the App, will not see your profile photos and vice versa. Each family member/user can personalise/custom their own profile photos.

You can do this by clicking on the “Menu” icon, then “Settings”, then “Profile photos”. In the top right hand corner of the screen, click on the upwards arrow and then select whether to “Take a photo” or “Choose from Library”.

You can upload as many profile photos as you like, however, please note that when the App first opens, it will scroll through each and every profile photo you have uploaded. To bypass this function, simply tap on the profile photo and this will take you directly to the login screen.

Please click on the “Menu” icon, then “Requests/Self Service” and then under “Type of request” select “Feedback for the App”.

When your loved one no longer resides at our Home, you will stop receiving information via the App. Please note that you will still have access via the App to all of the information and photos prior to this date (i.e. you won’t lose this data), however, the App will no longer be active.