"A review of my mother's time in residential care."

About: RSL LifeCare Remembrance Village

(as a relative),

My mother was given a placement at the Village at the age of 95. We had reviewed a number of homes and decided this was suitable, it was new, bright and airy. The staff were very pleasant and management very approachable. Our mother has just passed away after 7 years in the home and we felt there are definitely areas where aged care should and could be improved for the sake of the residents and staff.

. Bells and Buzzers not answered in a sensible time frame. The constant ring was very annoying and concerning.

. The food being left on the dining room table, getting cold, while Mother was lying in bed waiting to be spoon fed. Not enough emphasis to organise better staffing.

. Toilets and bathrooms left without being flushed or cleaned. Faeces being left on the floor of bathroom. Again an awareness and staffing problem. Could there be a janitor employed?

. Disappearance of items from the bedroom, i.e, photo frames. toiletries. Very low standard for someone to steal from the elderly! Accountability needed and investigation.

. It was very disappointing that the management not even once came down to visit my mother or our family when my mother passed away. The Manager seems to just sit in her office oblivious to what is happening around her. This is a care home! There was no act of concern or sympathy only a card was sent a week later! My mother had been in the home with her friends for 7 years?  I believe this is appalling behaviour on behalf of the Manager. She was so worried about getting her paperwork in order for the Accreditation she told me?

. The gardens are left in a unruly state and it took one week to clean the front entrance path inside the gate, tie up a rose bush that had collapsed and wash the dirt off the door mat. Why can't Volunteers be used or instructions given to the gardener. I was the one to give the instructions to the gardener and only then did the work get done.

. When a dear one passes from the home many of their elderly friends are given no closure to their passing. A small ceremony, photo, flowers, prayer could be placed somewhere on an altar or alcove to show the care. Why not have a chapel built for meditation in the centre? I could see many using this?

. The nursing staff who attended to my mother were amazing and wonderfully kind.

They were as much as a family to my mother as we were and we are eternally grateful to them.

Responses

Response from Andrew Larson, Communications Manager, RSL Lifecare

Thank you for taking the time to comment about the care and services provided to your mother, we operate under a frame work of continuous improvement and use all comments as a way to improve our services.

We appreciate this is a difficult time for you however, we would greatly appreciate the opportunity to discuss with you some of the comments you have made.

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Update posted by rat (a relative)

Dear Andrew,

Thank you for your reply. Yes, it has been a difficult time as it is when you lose a loved one. This is why I feel it is important to make comments on your Care Homes. It was about the services not provided that as a family we are upset with.

This is one of the reasons why I have decided to make this public as there are many old people in these homes who do not have a voice to help their situation?

In my opinion, the non-caring management was appalling. The manager could not even stand or walk out the door to greet myself or any of my family to convey her condolences at such a time!! My family felt this was appalling behaviour. If you wish to discuss more I am happy to speak or email. Thank you.

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