HOLISTIC CARE - ITUC-AP

PROVIDING SENIORS WITH
HOLISTIC CARE
NTUC Eldercare Co-operative Limited
Address: 9 Bishan Place, #10-02 Junction 8 Office Tower, Singapore 579837
Main line: 6478 5480 Fax line: 6356 7921 Email: ecare@ntuceldercare.org.sg
NTUC Eldercare Co-operative Limited Annual Report 2011/12

Vision
Enabling seniors to lead happy, meaningful and dignified lives.
Mission
Providing a range of quality and affordable eldercare services.
Core Values
CARING - we care for you.
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PASSIONATE - we believe in what we do.
RESPECTFUL - we treat everyone with respect.
PROVIDING SENIORS WITH
HOLISTIC CARE
CONTENTS
2
Foreword
NTUC Eldercare Co-operative
Limited Annual Report 2011/12
4
Highlights of the Year 2011/12
8
Chapter 1:
Caring for You in Our Centres
12
Chapter 2:
Caring for You in Your Home
16
Chapter 3:
Caring for You in the Community

FORWARD
Providing Holistic, Person-Centric
and Family-Centred Care
Back in 1990s, when I was
hand intervened – her mother had
serving in Ulu Pandan, a woman
a second massive stroke, and
came to seek help at the Meetthe-People
passed on.
Session. She lived
The work of NTUC Eldercare has
with her mother in a 3-room HDB
This made me reflect on the
been growing steadily to meet the
flat. Her income supported both of
changing needs of our workers:
evolving needs of our fast-ageing
In the financial year 2011/2012,
I would also like to take this
them. Unfortunately, her mother
how the Labour Movement can
population. In addition to expanding
our team of 102 staff have served
opportunity to thank NTUC
had suffered a stroke and needed
help look after the frail seniors
our capacity, we have also worked
about 9,500 seniors. About
Eldercare Board Members,
someone to look after her. She
while their working children work
on building new capabilities and
700 seniors need some level of holistic care) was formed. We also the care staff and employees,
2 at ease. That was when I asked a
3
could not look after her mum
during the day as she had to work.
If she stopped work, there would
be no income to support both of
them. Thus, she needed to admit
her mother into a nursing home.
Her household was not deemed
to be poor – the 3-Room HDB flat
was fully paid for – so she could
not admit her mother to any of the
nursing homes run by charities.
Finally, St Luke’s Hospital agreed
to admit her mother, at a special
concessionary fee of $1,000 a
month. She said, in tears, that
she earned $1,600 a month, and
after CPF, she would not have
enough for her mother’s additional
expenses, or her own expenses.
She asked whether there was any
government assistance scheme
she could apply for. There was
none. So I consulted my CCC
chairman, who decided to provide
her $300 a month for 6 months
in the first instance. I wondered
whether we would be able to
support her for an extended
period of time. But an unseen
few unions to put up the capital to
set up NTUC Eldercare, to develop
services for the elderly, in order to
support the working people.
The work of
NTUC Eldercare
has been
growing steadily
to meet the
evolving
needs of our
fast-ageing
population.
In 1997, NTUC Eldercare was set
up. Our mission was to provide
good but affordable eldercare
services, enabling our seniors
to lead happy, meaningful and
dignified lives. In the last 15 years,
we have stayed committed to this
mission. We started with day care
services.
enhancing the quality of our
established programmes.
In November last year, we opened
our latest Silver Circle daycare
centre at Fengshan (Bedok),
bringing our total number of
centres to 8. This new centre is
equipped with enhanced care
infrastructure and capabilities
to provide an integrated suite of
eldercare services. It is also the
second daycare centre under
NTUC Eldercare that is equipped
to provide seniors with ‘Active
Rehabilitation’ care, accredited by
the Ministry of Health.
In the same month, we opened
our new Senior Activity Centre,
known as Silver ACE@Redhill.
This centre reaches out to the
needy seniors staying in the
designated clusters of HDB rental
blocks in Redhill. Leveraging on
our experience gained from the
success running of the Wellness
Programme in Punggol South and
Jurong, we engage the seniors in
the community through interesting
and creative ways, optimizing
their physical, social and mental
wellness. Our aim is to promote
a ‘wellness’ or ‘active ageing’
approach to seniors of all strata in
our community. We will continue to
strive to widen our outreach to the
seniors in the community to benefit
them with our programmes and
services.
assistance in their Activities of
Daily Living (ADL). These seniors
are served through our centrebased
day care programmes and
through our home-based care
services called Care@Home.
One of our priorities is to provide
a holistic, person-centric
and family-oriented
approach to care.
We do this
through collaborative partnerships
with other organizations. For
example, we collaborated with the
Agency of Integrated Care (AIC) to
develop the Enhanced Eldercare
Programme (EEP). Under this
programme, the care staffs in
the Silver Circle daycare centres
were trained to look after seniors
who are more frail. A care team
comprising trained support care
staff, healthcare professionals
(such as therapists and nurse, as
well as a case coordinator who will
manage and coordinate clients’
participated in the Assessment &
Coordination for Enabling (ACE)
programme, co-ordinated by the
Centre for Enabled Living (CEL), to
provide case management services
for seniors with multiple care
needs.
With the government’s commitment
to enhance the intermediate
and long term community care
to support ageing-in-place, we
expect FY 2012/13 to be an even
busier year. The team is ready to
embrace the challenges ahead
and is stepping up efforts to better
understand the evolving needs as
one aged, and develop suitable
approaches to meet them.
collaborative partners, donors
and volunteers for your continued
support to NTUC Eldercare.
Indeed, it has been a learning
journey made possible by
committed staff and partners,
and generous donations which
crucially support the services that
we provide. Thank you all for your
unwavering kindness!
LIM BOON HENG
Chairman
NTUC Eldercare Co-operative Limited

HIGHTLIGHTS OF THE YEAR 2011/12
1. Deputy Prime Minister and Minister for Finance and
Manpower Tharman Shanmugaratnam (in dark yellow
shirt) unveiled the plans of the future Silver ACE @
Taman Jurong at the groundbreaking ceremony in
April 2011.
2. On 22 October 2011, Silver Circle (Fengshan) was
officially opened by Mr Raymond Lim, Member of
Parliament for East Coast GRC (left), and Mr Lim Boon
Heng, Chairman of NTUC Eldercare (centre). This is
the eighth Silver Circle managed by NTUC Eldercare.
5. New courses on caregivers
training were developed to cater to the
needs of the seniors and their family
members. Employers can enrol their
foreign domestic workers to attend
these courses before they apply for the
monthly maid levy grant.
6. Silver ACE @ Redhill was officially
opened in November 2011, followed
by Silver ACE @ Telok Blangah in
February 2012.
3. Following the accreditation of Silver Circle (Dakota),
Silver Circle (Fengshan) is the second NTUC Eldercare
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7. A pony visited Henderson Senior
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day care centre to receive accreditation by the
Citizens’ Home to bring Christmas joy
Ministry of Health to provide the Active Rehabilitation
to the seniors in the Bukit Merah estate.
Programme.
8. The NTUC Eldercare Annual
4. Care@home laid out plans to build a multidisciplinary
team, consisting of geriatric care
Trader’s Hotel on 30 March 2012.
Dinner & Dance was held at the
managers, physiotherapists, nurses and iCare
The staff truly let their hair down
Officers, to provide seniors with more holistic
after a year of hard work.
support and a wider range of home-care services.
5
3
2
4
7
8

CARING BOARD OF FOR DIRECTORS YOU IN YOUR HOME
Mr Lim Boon Heng
Chairman
Mr Ryan Cheong
Kwok Leong
Member
(until April 2012)
Mr Kevin Kwok Khien
Member
6 7
Mr Terry Lee
Kok Hua
Member
Dr Christopher Lien
Tsung Chien
Member
Ms Lim Sia Hoe
General
Manager
BOARD OF TRUSTEES
Mr Matthias Yao
Chih
Chairman
Mrs Fang Ai Lian
Member
Mr Cyrille Tan
Soo Leng
Member
Mrs Mui-Kok
Kah Wei
Member
Mr Robin Foo
Member
Ms Jennifer Tan
Hwee Kheng
Trust Secretary

CHAPTER 1:
CARING FOR YOU IN OUR CENTRES
Towards Integrated Day Care Centres
As of March
Core Services
We provide day care services to engage seniors mentally, physically and
socially in the day, so that their family members can work at ease.
Jasmine He (third
The first Silver Circle day care centre was started in Marsiling in 1997. As
from right) was
of March 2012, NTUC Eldercare runs eight Silver Circle day care centres
recognised for
2012, NTUC
serving 430 seniors. Two Silver Circle day care centres have received the
making a difference
8
accreditation by the Ministry of Health to provide the Active Rehabilitation
nursing and the dementia programmes.
in the elder care
9
Eldercare runs
industry.
Progamme.
eight Silver
Circle day care
centres serving
430 seniors.
Jurong Central
Blk 402, Jurong West St.42, S640402
Tel: 6561 4989
Taman Jurong
Blk 349, Corporation Drive, S610349
Tel: 6268 3108
Marsiling
Blk 172, Woodlands St.13, S730172
Tel: 6368 2591
Punggol South
Blk 571, Hougang St.51, S530571
Tel: 6315 3566
Dakota
Blk 62, Dakota Crescent, S390062
Tel: 6346 5530
Pasir Ris
Blk 112, Pasir Ris St.11, S510112
Tel: 6581 6033
Fengshan
Blk 91, Bedok North St.4, S460091
Tel: 6242 8160
NTUC Eldercare will continue to develop our
capabilities to provide social day care, active
rehabilitation and dementia programmes in order to
provide an integrated service to support frail seniors.
The integrated Silver Circle day care centres will
be able to provide both day care for seniors with
a range of care needs, including the wheelchairbound
and those with moderate dementia. It
aims to be the one-stop centre in providing
additional care components, such as the well
received Active Rehabilitation Programme,
Henderson Senior Citizens’ Home
Blk 117, Bukit Merah View, S151117
Tel: 6270 6654

CHAPTER 1:
CARING FOR YOU IN OUR CENTRES
Building Capabilities To Provide Better Care
Mr Soh Gim Thye’s Story
In collaboration with the Agency for Integrated Care to promote
ageing-in-place for frail and physically disadvantaged elderly in
the community, a new Enhanced Eldercare Program has been
developed. Through this programme, the care staff at the NTUC
Eldercare day care centres were trained to assist seniors with
higher personal care needs, light rehabilitation and simple clinical
monitoring.
The Care Management Team has also developed a standardised
assessment tool that can be used across all the care services
within NTUC Eldercare. Training is conducted for staff of various
departments to use the standardised forms. The objective is to
Staff in NTUC
Eldercare day care
centres were trained
to assist seniors with
higher personal
care needs.
establish common languages and tools across the various care
10 11
services. This will facilitate the ease of internal referral of seniors
Coming to Silver Circle
for the various services provided by NTUC Eldercare.
(Fengshan) has become a lifestyle
for Mr Soh Gim Thye, 76. He stays
with his wife and their 15-year-old
granddaughter. Being afflicted
with Parkinson’s disease, he has
difficulty walking and requires
some assistance in his Activities of
A staff practicing
draining and
Daily Living. However, the disability
cleaning the stoma
has not stopped Mr Soh from
bag for seniors
leading an active lifestyle.
needing stoma care
From Monday to Friday, Mr Soh
wakes up early to prepare to go to
Silver Circle (Fengshan) while his
granddaughter prepares for school.
The centre’s van fetches Mr Soh
from his flat, and by 8am, he will be
enjoying his morning tea together
with his friends in the centre.
When Mr Soh first came to Silver
Circle (Fengshan), he was rather
cautious and reserved because
of the new environment. With the
encouragement of the staff and his
newfound friends, Mr Soh gradually
opened up. With a happier heart,
coupled with regular exercise, Mr
Soh’s functional ability began to
show improvement too. He can
now participate in the games
organised by the centre staff.
When asked what he likes most
about the Silver Circle (Fengshan),
Mr Soh smiled and said, “It’s very
clean and windy. I feel very good
coming here.”
It’s very clean
and windy. I
feel very good
coming here.

CHAPTER 2:
CARING FOR YOU IN YOUR HOME
Care Management
Core Services
Care@home is an islandwide home-care service specifically catered
to look after frail and home-bound seniors. We provide a range of
intermediate and long-term services to enable caregivers to better cope
with the pressure of caring for seniors at home.
Initiated by the Centre for Enabled Living (CEL), NTUC Eldercare
participated in the two-year pilot project known as Assessment and Coordination
for Enabling Programme (ACE).
The objective of ACE is to assess, match and co-ordinate multiple social
care and support services to meet the needs of seniors. The programme
assists families in managing the care they provide to their aged loved
ones by providing community-based support. This allows the seniors
to live with their family members and in the community for as long as
possible, thereby delaying their premature admissions into institutions
such as nursing homes.
The objective of
ACE is to assess,
match and
co-ordinate
multiple social
A team of about 60 iCare Officers were trained to provide services, such
12 as personal hygiene and grooming (assisted bath/bed-bath), mobility
In Financial Year 2011/12 (FY2011/12), the team of Care Managers
13
tasks, maintenance exercises, meal preparations, as well as recreational
have assessed and managed 137 clients as compared to 118 seniors in
activities that engage seniors in mentally stimulating activities. In the
FY2010/11. Out of 137 clients, 96 of them were enrolled into the six-month
period from 1 April 2011 to 31 March 2012, Care@home served a total of
programme for care management. Most of these seniors stay in either
13,132 hours to 252 seniors in the community.
one- or two-room HDB rental units with males being the majority.
Throughout the year, the team has established stronger partnerships
with other service providers such as O’Joy Counselling, Bethesda Care
and Counselling, South East Community Development Council, ITE
College West, Tzu Chi Foundation, Majlis Ugama Islam Singapura, Lions
Befrienders as well as various restructured hospitals.
care and
support services
to meet the
needs of seniors.

CHAPTER 2:
CARING FOR YOU IN YOUR HOME
Madam Mak’s Story
“Caregivers’ Training” And Support
Started in 2010, the “Together We Care” “Caregivers’ Training” and
Support Group continues to provide caregivers with the necessary
knowledge and skills to look after seniors at home. Caregivers can
choose between centre-based training, which is more generic and covers
a wider range of topics on aged care, or home-based training, which is
tailored to the specific needs of the seniors requiring specialised care.
Madam Mak, 58, uses a
wheelchair wherever she goes.
She suffered a stroke in 2010
which caused her to lose the
use of her legs. Her husband,
Mr Lim, is 62, and is a cancer
patient undergoing treatment at
14 15
These courses are pre-approved by the Centre for Enabled Living and
staff can assist participants to apply for the “Caregivers’ Training” Grant to
offset their training costs.
NTUC Eldercare is also currently developing the E-Learning portal, where
caregivers can log on to access information and videos on caregiving for
seniors. The portal is scheduled to be launched in late 2012.
the Singapore Cancer Centre for a
lump growing on his back.
Despite his condition, Mr Lim
continues to work as a driver,
bringing in a little over a thousand
dollars each month as income. The
couple have a son who does oddjobs
and makes about the same
amount monthly.
Madam Mak and her husband
live with their son and two
grandchildren in a three-room flat
in Aljunied. Most mornings, Madam
Mak is alone at home or wheeling
herself to the market to buy
groceries while her husband and
son go out to work during the day.
In the afternoon, her grandchildren
will be back from school to help her
with her other daily activities such
as getting into the kitchen as the
door is too small for a wheelchair
to go through. Each day Madam
Mak will transfer herself onto a
commode before her grandchildren
can push her into the kitchen or
toilet daily.
An iCare Officer from NTUC
Eldercare’s Care@home service
visits Madam Mak three times a
week to assist with her bathing
and exercises. As she has
sensitive skin, the officer helps
her apply cream and cleans her
wounds regularly. Madam Mak
and Mr Lim are both very thankful
and appreciative of the support.
Despite the harsh reality of their
lives, they are very positive, and try
their best to be independent.
Both Madam
Mak and Mr
Lim are very
thankful for
the support
our Care@
home staff.

CHAPTER 3:
CARING FOR YOU IN YOUR THE COMMUNITY
HOME
Wellness Programme
Senior Activity Centre
To support and promote active ageing to lower-income seniors, NTUC
Eldercare opened two new Senior Activity Centres, known as Silver
ACE@Redhill and Silver ACE@Telok Blangah in Financial Year 2011/12
(FY 2011/12). The Silver ACE centres serve as information and referral
counters to provide needed and timely advice or help to primarily seniors
aged 60-years-old or above who live in the identified clusters. The staff
Prior to the opening of the new centres, extensive surveys were done to
find out more about the profile of the seniors living in the area. This is to
enable the centres to better customise the services to the seniors.
Other than the two existing centres, NTUC Eldercare has plans to set up
an additional four or more Silver ACE centres in next two years. This will,
in turn, translate to a total outreach of approximately 3,200 seniors by the
end of 2013. The next four Silver ACE centres are expected to be located
at Bukit Merah, Taman Jurong, Lengkok Bahru and Whampoa.
Working closely with the People’s Association, grassroots organisations
(GROs), schools and Voluntary Welfare Organisations (VWOs), the
Wellness Programme has grown steadily over the past couple of years.
NTUC Eldercare continues to assist with organising, co-ordinating, and
introducing new initiatives to residents.
As of March 2011, the Wellness Programmes at Silver Circle (Punggol
South) and Silver Circle (Jurong Central) have reached a total of more
than 6,000 members. Multiple health-related programmes and events
for seniors have been arranged, many of which are ongoing weekly or
monthly programmes. These include health talks, basic health screening,
brisk walking, physical activities, and more than 20 interest groups, such
16 will also facilitate the organising of activities and programmes to engage
as Drumming, Wii Sports and Magic Performance.
have been
17
the seniors socially.
In the coming year, the Wellness Programme plans to launch other
initiatives, including direct membership recruitment through staff
and volunteers, and partnerships with other agencies.
Multiple
health-related
programmes
and events
for seniors
arranged,
many of which
are ongoing
weekly or
monthly
programmes.
Taman Jurong
Blk 118A, Corporation Drive, S611118
(Coming soon)
Redhill
Blk 71, Rehill Road, #01-29, S150071
Tel: 6473 8557
The children were
out in full force to
bring rations to the
needy elderly as well
as big warm smiles
to brighten their day.
Lengkok Bahru
Blk 57, Lengkok Bahru, #01-491, S151057
Tel: 6473 3387
Henderson Senior Citizens’ Home
Blk 117, Bukit Merah View, S151117
Tel: 6270 6654
Telok Blangah
Blk 41, Telok Blangah Rise, #01-373, S090041
Tel: 6273 3297

CHAPTER 3:
CARING FOR YOU IN YOUR THE COMMUNITY
HOME
Henderson Senior Citizens’ Home
NTUC Eldercare officially took over the management of the Henderson
Senior Citizens’ Home from the Chinese Women’s Association on 2
January 2010. Since then, the Home has been continuing the credible
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mission of providing needy seniors with proper residential care. In addition
19
to serving as a sheltered home, the Home also serves as a senior activity
centre, catering to the needs of the seniors who stay on their own in the
HDB subsidised rental flats at Block 117 Bukit Merah View. During the
day, the Home also provides day care programmes for seniors staying in
the neighbourhood.
In the year ending March 2011, there were 20 seniors staying in the
Home, 30 other seniors engaging in the day care programme and 185
seniors registered as members of the senior activity centre.
Highlights of Activities at the Home
Circus show at Resorts World Singapore organised by the
Chinese Women’s Association
Outing to The Singapore Flyer organised by the NTUC
Administration and Research Unit
Ministerial Visit by Acting Minister for Community
Development, Youth and Sports, Mr Chan Chun Sing
Lunch Activity organised by volunteers from Young NTUC
“A Special Guest” Christmas Celebration organised by
the Chinese Women’s Association
Moving forward, the Home will
continue to engage generous donors
and volunteers in meaningful ways
to make a difference in the lives of
the seniors. Renovation plans are
also in the pipeline to enhance the
infrastructure of the Home and make
it more wheelchair-friendly.

CHAPTER 3:
CARING FOR YOU IN YOUR THE COMMUNITY
HOME
Mr Lim Geok Inn’s Story
20
Mr Lim helping
our staff to
distribute
vegetables to
the community.
Being alone is never easy for
anyone. Mr Lim Geok Inn, 78, is
the youngest of four children. He
lost contact with his older sisters,
and when his elder brother passed
away, he was left alone. He had
no place to stay and was referred
to the Henderson Senior Citizens’
Home in 2004.
He is often seen supporting
the seniors who have walking
difficulties, even guiding them
during outings and events.
Having stayed in the Home for the
last eight years, Mr Lim has grown
familiar with the people and the
environment. He shares a room
with two other roommates.
Mr Lim keeps himself busy and
active by helping out in the Home.
Every morning, he helps to open
the centre and set up the chairs
and equipment for other seniors to
use in their daily exercises. He is
often seen supporting the seniors
who have walking difficulties, even
guiding them during outings and
events. His helpful attitude has
made a difference in the life of
another senior.
In March 2012, the Home received
a request from the daughter of Mr
Ng Yeow Yit, who attends the Tsao
Foundation day care centre, to
look after him for a week while she
was overseas. As Mr Ng has weak
limbs and has difficulty moving
around, the Home approached
Mr Lim to ask if he could be Mr
Ng’s roommate for the week. Mr
Lim readily agreed. During the
week, Mr Lim assisted Mr Ng in
moving about, even waking up in
the middle of the night when Mr Ng
needed help. Mr Ng is extremely
grateful to have found a friend in
Mr Lim Geok Inn.
Produced and designed by
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