"My father's care"

About: Royal Freemasons Ballarat

(as a relative),

My father had the misfortune of being here for a few months before passing away.

Before he became unwell he was a proud man who was always careful with his appearance. While at the nursing home he was often unshaved, often wearing other people's clothes. One day my mother arrived to find him in the day room wearing someone else's pyjama top, no singlet or anything else underneath and only a few buttons done up. He was freezing to touch. When his clothes were packed up and returned to us they included a pair of tracksuit pants, a pair of underpants and two pyjama tops that did not belong to him.

Once when I was there at afternoon tea time, the woman serving the teas made a fuss about how she had not worked for a few days and she could not remember who had what. She wasn't directing this to me so I did not respond. She then put a cup of white tea on my father's table. I told her that he drank black tea and she said he had white yesterday. I said that is because you gave it to him. My father at this time of his life did not speak much, but in case his taste in tea changed and in case he might answer I asked him whether he wanted black or white tea. He answered very emphatically, I want black tea. I asked the girl if she had a list (I know that we filled out forms about his likes when he entered) and she said yes they are around somewhere I'll see if I can find them. Despite all of this, various members of my family all reported arriving to see a half a cup of white tea on his table or him being delivered a cup of white tea.

This pales in comparison with the day before he died when my mother said that he seemed seriously unwell. A doctor was called but did not arrive, my mother asked several times what was happening and then called me and asked me to call the doctor. I could not get on to the doctor and rang the manager at the nursing home who told me he was fine, they were able to manage him and the doctor would see him in the morning. Unfortunately, he died in pain before the doctor arrived.

Responses

Response from Funda Ozenc, Senior Manager - Customer, Royal Freemasons

Dear Could be so much better

First and foremost, please accept our sincere condolences to both yourself and your mother on the sad passing of your father. It has concerned us greatly to read about the circumstances that took place prior to your father’s passing, along with the handling of his personal items, while in our care at Royal Freemason Ballarat. The standard of care that you have described is not what we hope our residence experience while living / residing at our Royal Freemasons Ballart. It also distressed us to know that these experiences have left you and your mother feeling very upset at what is an already upsetting time.

We would greatly appreciate it if you would contact Funda Ozenc Senior Manager Customer Experience 03) 452 23 04 so we can arrange a meeting with yourself and your mother to fully investigate the matters you have raised.

Your story has evoked a revision of the high standard of personalised care and support we endeavour to provide both our residence and their families. We hope you will be able to help us move forward with this process.

Please accept our sincere apologies. We hope to hear from you soon, so we can look more deeply into the events that took place with your father and how we can ensure incidents like this will not occur again in the future.

Kind regards,

Funda Ozenc

Senior Manager Customer Experience

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