Quality Management System: To ensure that AHL had some criteria and measures for assessing and maintaining quality care, AHL chose to apply for ISO certification. AHL obtained ISO 9001:2000 certification on 14 December 2002, and since then the management and staff continue to strive to improve service quality and to maintain a high standard of individualized care through the implementation of the ISO Quality Management System.

Individualized Care: In August 2004, Ms Moyra Jones, author of ‘Gentlecare’, a system of providing dementia care, was engaged to train the staff. Skills and knowledge acquired at the training were implemented in all the wards and the day care centre. AHL’s focus is to work towards individualized care for the residents.

Model of Care: For AHL individualized care, the model was based on consideration of the three elements – People, Physical Space, and Programmes.

Core Values: In providing care, AHL core values are independence, comfort, involvement, wellness, community and control.

Concepts Encouraged: AHL encourages the concepts listed below when managing the residents.

1. Infrastructure
2. Non-human care-giver
3. Hush no-rush atmosphere
4. Individualised therapy
5. Information about their lives

Service Quality Feedback Survey: Since year 2003, AHL has conducted quality feedback surveys twice a year to assess the standard of services provided. The next-of-kin of the residents were requested to participate in the surveys.

The issues covered in the surveys were:

(1) Staff
(2) Meals
(3) Facilities
(4) Services

Next-of-kin of residents were also invited to offer their suggestions for improvement and to highlight shortcomings. The survey results showed that the majority were satisfied with the attitude of the staff, care given to the residents, facilities and services offered at AHL. Feasible suggestions were implemented and corrective actions were taken to resolve the shortcomings.

Quality Assurance Review: Quarterly reviews were conducted to ensure that the standard of care is maintained.

Weekly Meeting With Registered Nurses: Registered Nurses meet with the Administrator weekly to discuss issues on the management of residents and staff.

Multi-disciplinary Management: Internal regular reviews and assessment on standards of care to identify areas of improvement with AHL’s multi-disciplinary team provides opportunities to improve promptly, consistently, and constantly the quality of care, services and facilities for the residents, and clients in Day Care.

Activities: Activities are conducted to help maintain the cognitive and physical capabilities of the residents. Apart from the activities organized by the Home, the residents were brought to places of interest, food courts and other entertainment events through the contribution and support of other agencies.

Physiotherapy and Occupational Therapy Services: Our in-house Physiotherapist and Occupational Therapist assess residents regularly and implement programmes for the residents with the assistance of Therapy Aides and Physiotherapy Aides.

Sensory Garden: A sensory garden was constructed to help maintain the remaining intact capabilities of residents. It consists of a tactile sensory wall and a herb garden.

‘Halal’ Certification: AHL used to purchase meals for Muslim residents from Jamiyah Home in the past. As the number of Muslim residents increased, AHL applied for ‘Halal’ Certification for its kitchen and obtained the certification in July 2005.