TOTALCARE Living Logo

How to Use This Q&A Page

This page is designed to make it easy for you to find the answers you need. Browse by category or scroll through the full list of questions below. Simply click on a question to reveal the answer. If you can’t find what you’re looking for, feel free to contact our team directly for assistance.

Tap a category below, then select a question to reveal the answer.
Care
What is Frail Care?
Frail care is a high level of 24/7 nursing and personal care provided to elderly individuals who are physically or mentally frail and unable to care for themselves. This includes help with all daily activities and constant medical supervision.
What is Dementia Care?
Dementia care is specialized support for individuals living with dementia or Alzheimer’s disease. It focuses on maintaining quality of life, safety, memory support, and emotional well-being, often in a secure and structured environment.
What is Assisted Living?
Assisted living is for seniors who need some help with daily activities (like bathing, dressing, or medication management) but don’t require full-time nursing care.
What is Lifestyle Living?
Lifestyle living refers to independent senior living focused on comfort, convenience, and community. It includes amenities like housekeeping, meals, fitness, and social activities, with minimal or no healthcare support.
What is Home-Based Care?
Home-based care provides personal, medical, or nursing care services at an individual’s own home. It’s ideal for those who prefer to age in place or recover at home, with services tailored to their specific health and support needs.
What is Palliative Care?
Palliative care is specialized medical care for people with serious, chronic, or life-threatening illnesses. It focuses on relief from pain, symptoms, and emotional distress—improving quality of life for the patient and their family.
What is included in Frail Care?
Frail care typically includes:
  • 24/7 nursing and medical supervision
  • Assistance with bathing, dressing, eating, and mobility
  • Medication management
  • Monitoring of chronic conditions
  • Nutritious meals and hydration
  • Hygiene and incontinence care
  • Emotional and social support
What is included in Assisted Living?
Assisted living generally includes:
  • Help with activities of daily living (ADLs)
  • Medication reminders or management
  • Housekeeping and laundry services
  • Meals and snacks
  • Social activities and wellness programs
  • Emergency response systems
  • Basic medical monitoring
What is included in Lifestyle Living?
Lifestyle living usually includes:
  • Independent housing or apartments
  • Housekeeping and maintenance
  • Recreational and cultural activities
  • Wellness and fitness programs
  • Dining services
  • Concierge or transportation services
  • Social community environment
What is included in Home-Based Care?
Home-based care services can include:
  • Personal care (bathing, grooming, dressing)
  • Nursing services (wound care, injections, medication)
  • Rehabilitation therapies (physio, speech, occupational)
  • Meal preparation and light housekeeping
  • Companionship and respite care
  • Chronic illness monitoring
  • End-of-life or palliative support at home
Levels of Care
What is the natural progression through the levels of care?
The natural progression typically follows the aging process and increasing care needs:
Lifestyle/Independent Living – The resident lives independently with minimal or no support.
Assisted Living – As daily tasks become challenging, support is provided for activities like bathing, dressing, and medication.
Frail Care – When full-time nursing and personal care are needed, usually due to physical or cognitive decline.
Dementia Care – If cognitive impairments (e.g., Alzheimer’s) become significant, residents may transition to a secure dementia care unit.
Palliative Care – In the final stages of life or serious illness, comfort-focused care is provided, often within a frail care or hospice setting.
Not all residents follow this entire path—transitions depend on individual health and preferences.
How does a resident transition from independent living to receiving care?
The transition typically involves:
Assessment: A medical or nursing assessment determines the resident’s physical and cognitive needs.
Consultation: The care team discusses findings with the resident and their family.
Care Plan: A care plan is developed to outline required services and support.
Placement: Based on the needs, the resident may move to an assisted living, frail care, or dementia care unit, or start receiving home-based care while staying in their unit.
Some facilities offer “aging in place,” allowing residents to remain in one unit while care is added as needed.
What are the cost implications when a resident’s care needs change?
Costs typically increase as care needs become more intensive. Key factors include:
Level of care required (assisted living vs. frail care)
Frequency of services (e.g., daily, hourly vs. 24/7 care)
Accommodation type (shared vs. private room)
Additional medical or therapy services
May a resident be admitted for short periods of time?
Yes, our facilities offer short-term or respite care options, such as:
Post-hospital recovery
Family caregiver relief
Temporary frail or dementia care
These stays are usually subject to availability and assessment, and they are billed on a daily rate.
Assessment & Admission
What is a Needs Assessment?
A needs assessment is a formal evaluation conducted by our Nursing Services Manager to determine a person's physical, medical, cognitive, and emotional care requirements.

It typically includes:
  • Medical history
  • Mobility and functional abilities
  • Medication use
  • Cognitive function (e.g., memory, decision-making)
  • Personal care needs (e.g., hygiene, dressing, feeding)
How is the Level of Care Determined?
The level of care is determined based on the results of the needs assessment. The Nursing Services Manager will decide based on the residents:
  • Degree of independence
  • Level of medical/nursing support required
  • Supervision or safety needs (especially in dementia)
  • Ability to manage daily living activities (ADLs)
This classification guides placement in assisted living, frail care, dementia care, or home-based care.
What Happens After the Needs Assessment?
Once the assessment is complete:
  • The individualized care plan is created and reviewed with the resident and family.
  • A placement recommendation is made (e.g., assisted living or frail care).
  • Costs are discussed based on the required level of care.
  • Admission document is collected and a move-in date is scheduled.
Is a Deposit Required?
Yes, we require a deposit to secure your place. This deposit is:
  • A refundable security deposit
  • Equal to the first month’s care fee
Exact amounts and terms vary by facility.
What Documentation is Required?
The required documents include:
  • Completed admission form
  • Needs assessment report (from Nursing Services Manager)
  • Medical records or a doctor's letter
  • Identity document or passport
  • Medical aid details (if applicable)
  • Power of attorney or legal representative documents (if needed)
  • Consent forms for treatment and care
How Does the Day of Admission Work?
On admission day, the process typically includes:
  • Welcome and orientation of the resident and family
  • Room allocation and settling in
  • Introduction to care staff and facility layout
  • Review of the care plan and daily routine
  • Initial health checks and medication handover
Staff ensure the resident feels safe, supported, and comfortable.
What Might the Family Expect During the First Few Days After Admission?
In the first few days:
  • The resident may feel anxious, disoriented, or emotional - this is normal.
  • Staff closely monitor for adjustment and health needs.
  • Family may receive regular updates from caregivers.
  • The care team will begin building a relationship with the resident and possibly tweak the care plan.
  • Adjustment can take 1–2 weeks; patience and reassurance are key.
What Might the Family Do to Make the Admission Process Smooth?
Families can support a smooth transition by:
  • Visiting regularly, especially in the first week
  • Sharing helpful details about the resident’s routine, preferences, and history with staff
  • Being patient and supportive as the resident adjusts
  • Attending any orientation or family meetings
Having open communication with the care team makes a significant difference.
Daily Living
What does a normal day at TOTALCARE look like?
At TOTALCARE, a typical day blends structured care, social interaction, activities, and rest in a warm, hotel-style environment. Here is an outline:
  • Morning: Residents wake, assisted as needed. They join others for breakfast to encourage social interaction.
  • Mid morning activities: Guided physiotherapy, gentle exercise, gardening, music, dancing, arts & crafts, hand & foot care, or visits from therapy animals.
  • Lunch: Communal dining with freshly prepared, nutritionally balanced meals.
  • Afternoon: Depending on preference—it may be quiet time, physiotherapy, arts and crafts, social games (rummikub, bingo), or personal care appointments.
  • Snack/social time: Afternoon tea and snacks served at the communal lounge area.
  • Dinner: A freshly prepared meal is served in a communal setting.
  • Evening: Relaxation in common areas or private rooms. Night support begins with nursing care from night shift.
When are visiting hours at TOTALCARE?
There are no formal visiting hours. Family and friends can visit anytime—it's recommended to schedule around group activity times to avoid disruption.
When are meals served?
Meals include three freshly prepared daily meals:
  • Breakfast: typically served in the morning at 7:00.
  • Lunch: midday, in communal dining at 12:00.
  • Dinner: early evening at 17:00.
Meals are well-balanced, based on a seasonal diet and planned by a chef-dietitian team.
When are snacks served?
Two snack times are offered:
  • Mid-morning: 10:00
  • Mid-afternoon: 15:00 at the communal abundance table (at some facilities), stocked daily with fresh sweet and savoury items.
What does a TOTALCARE menu look like?
TOTALCARE’s menus are seasonal, balanced, and designed following Blue Zones nutrition principles:
  • Fresh, nutrient-rich dishes tailored for older adult needs
  • Three meals and two snacks daily, prepared on-site
  • Variety including fresh vegetables, lean proteins, whole grains, plus baked goods and healthy treats
  • Menus are rotational, updated seasonally, and adaptable for dietary restrictions (e.g. low-sodium, diabetic, dysphagia-friendly)
Payment Options
Care Payments
How do monthly payments for TOTALCARE services work?
Monthly payments are made directly to TOTALCARE for your care and accommodation. These cover your services, meals, nursing support, and daily living programmes.
Can I make use of a debit order?
Yes. Debit orders can be arranged so that your monthly payment is processed automatically through your bank.
When do I receive an invoice?
Invoices are issued every month, giving you a clear record of your account.
Longevity Plus
What is Longevity Plus?
Longevity Plus is TOTALCARE’s payment solution that allows you to make a once-off investment in exchange for significantly reduced, or even eliminated, monthly care fees. It reduces long-term costs, guarantees access to TOTALCARE services, and gives families financial certainty.
How does Longevity Plus work?
Your upfront investment determines the level of monthly fees you will pay going forward. Higher tiers mean lower monthly fees, with the top tier designed to reduce ongoing care fees substantially, in certain cases to zero. We’ll guide you to the right tier for your needs.
How much is the upfront payment?
The upfront investment depends on the facility and tier you choose.
  • Each tier influences how much (or how little) you’ll pay monthly.
  • Higher upfront investments result in lower monthly fees.
  • The top tier aims to remove monthly care fees altogether.
To understand the options available at your chosen TOTALCARE facility, please contact newsdesk@totalcare.co.za or call 0861 130 456.
How much will I pay monthly under Longevity Plus?
Your monthly contribution depends on the tier selected:
  • A higher upfront investment means lower monthly fees.
  • With the highest tier, monthly care fees may be reduced to zero.
For exact amounts and personalised guidance, please contact newsdesk@totalcare.co.za or call 0861 130 456.
Property Payments : Monthly Rent (in a TOTALCARE care centre)
What is included when I rent at TOTALCARE?
Renting at TOTALCARE feels like hotel living; you move in, relax, and we take care of the rest. Each facility offers its own blend of lifestyle services, typically including accommodation with day-to-day comforts like housekeeping and laundry, and a calendar of social activities.

Because every location is unique, we’ll confirm precisely what’s included at the facility you’re interested in so you can choose the lifestyle that suits you best.
What does rent exclude?
Nursing and specialised medical care are not automatically included with rent unless specified in your chosen package. This keeps things flexible, you enjoy hotel-style living, with the option to add care if and when you need it.
How do water and electricity work?
Arrangements differ by facility. Water is commonly included; electricity may be partly included with additional usage billed separately. We’ll provide full details for your selected location.
How does maintenance and repairs work?
TOTALCARE manages exterior and communal maintenance, gardens, security, building upkeep and shared spaces, so living is effortless. You remain responsible for your personal interiors and contents.
Life Right in a TOTALCARE care centre
What is a Life Right?
A Life Right gives you the legal right to live in a secure, beautifully maintained TOTALCARE home for the rest of your life, without the responsibilities of ownership. Ownership remains with TOTALCARE; your tenure is fully protected.
What are the benefits of a Life Right?
  • Lifetime tenure in a private, serviced home.
  • 90% of your initial investment refunded to your estate.
  • No transfer duties, legal fees, or hidden costs.
  • Transparent monthly levies.
  • Access to frail care when needed.*
*Terms and conditions apply.
How does Life Right work at TOTALCARE?
  • Select your preferred facility and apartment layout.
  • Make a once-off Life Right payment (no transfer or legal costs).
  • Pay a monthly levy that covers meals, services and general maintenance.
  • If your needs change, access to frail care is already part of the model.
  • When your right ends, 90% of your investment is refunded to your estate.
What choices do I have with Life Right?
You can structure your Life Right planning in three clear ways:
  • Receive a payout: 90% of your investment is returned to your estate when your Life Right ends.
  • Pay as you go: Choose a lower upfront amount with a predictable monthly levy for services.
  • Invest again for care security: Increase your upfront investment to minimise future monthly care fees, with access to frail care when needed.
For tailored guidance on which option suits you best, please contact newsdesk@totalcare.co.za or call 0861 130 456.
General

Helpful answers to common questions about life at TOTALCARE. Open a question to view the details.

What visiting hours do you have?
Family and friends are welcome. To keep routines calm, we suggest daytime and early evening visits; if you need a different time, we’ll gladly arrange it with the care team at your village.
Is smoking allowed?
Smoking is only permitted in designated outdoor areas and never inside buildings. Please follow the signage and local village rules.
May visitors bring pets?
Well-behaved, vaccinated pets may visit in designated spaces and must remain on a lead or in a carrier. Registered service animals are of course welcome. Please check any village-specific guidelines before you arrive.
Do you provide transport for residents?
Many villages offer scheduled trips for shopping, social outings, and medical appointments. Private transport can often be arranged at an additional cost. Availability varies, so please confirm with your chosen village.
Are there emergency call systems?
Yes. Care areas and most independent living suites have emergency call buttons or pendants linked to the on-site team, with 24/7 response.
How do you ensure residents’ safety?
  • 24-hour on-site staff presence and controlled access
  • CCTV in key communal areas
  • Regular safety and maintenance checks
  • Emergency call systems and rapid response
Is Wi-Fi available and can you help with video calls?
Wi-Fi is available in most villages and our team can assist with basic device setup or arranging video calls with family. Please check local coverage at your village.
Do you cater for special diets and allergies?
Yes. Menus are balanced and seasonally planned, with options for common requirements such as diabetic-friendly, low-sodium, soft or texture-modified meals. Please discuss your needs with the care and kitchen team.
Can I bring my own furniture and personal items?
In most accommodation types you’re welcome to personalise your space with familiar furniture, photos, and décor. The team will advise on size and safety considerations.
Do you offer short-stay or respite care?
Short stays are often available for post-hospital recovery or family relief, subject to assessment and availability. Speak to the Nursing Services Manager to discuss dates and needs.
How do I share compliments or concerns?
We welcome feedback. Please speak to the Unit Manager or Village Manager, or email newsdesk@totalcare.co.za. We’ll respond promptly and keep you informed.
Financial

Here are answers to the most common questions about fees, levies, and financial responsibilities. Click a question to view the details.

How often do fees or levies increase?
Fees and levies are reviewed annually. In Life Right villages, the first two years of levies are disclosed in the sales agreement. After that, adjustments follow the scheme’s policy and are usually linked to inflation or operating costs. Families are notified well in advance of any changes.
What is included in the monthly levy or fee?
The monthly amount generally covers:
  • Accommodation and external building maintenance
  • Estate security and controlled access
  • Garden and common-area upkeep
  • Clubhouse facilities and scheduled activities
  • Basic primary health support
  • Building insurance (residents insure contents separately)
Some services such as physiotherapy, private transport, or special events may be charged separately.
Are there once-off costs?
Depending on the model you choose, there may be once-off costs such as an admission or administration fee, a Life Right purchase amount, or a refundable deposit. Some agreements also include a once-off legal processing fee. These will always be clearly outlined in your contract.
Who pays for water and electricity?
In most cases, water and electricity used within your home are billed to your account, while common-area utilities are covered by the levy. The exact arrangement will be explained during the sales process.
Where are funds held before occupation?
Deposits and purchase amounts are normally held in an independent attorneys’ trust account until occupation, with interest accruing to the purchaser as stated in the agreement.
What insurance is my responsibility?
The village covers building insurance through the levy, but residents are responsible for insuring the contents of their homes.
What if my financial situation changes?
If you experience financial difficulties, please speak to management as early as possible. In some cases, flexible arrangements may be considered on an individual basis.
Do you accept medical aid or insurance?
Some medical aids and insurance policies may reimburse certain clinical services, such as rehabilitation or specific medical treatments. Coverage varies, so we recommend confirming details with your provider and sharing any requirements with our team before admission.