"The care provided for my parent"

About: BlueCross Broughtonlea

(as a relative),

My much-loved mother was a resident at Broughtonlea Aged Care from late last year. In the early hours on a Saturday, mum passed peacefully surrounded by her family. Mum’s life was a full one filled with love and respect, with friends and family being at the core. She always had a smile on her face and was ready for a chat. While this is a sad time for our family, we felt it important to express our heartfelt thanks to all at Broughtonlea Aged Care for their care of mum over her few months stay.

Putting any loved one in care is a difficult decision for a family and we investigated a number of facilities to hopefully provide mum with the support and care that we were unable to offer. While our decision to select Broughtonlea was initially made on the lovely physical surroundings and the promise of expert care, we were unbelievably impressed with the overall care mum received. 

Her medical care was thorough and importantly individualised, with her comfort and ongoing health a top priority. While her medical wellbeing is of obvious importance, we were so appreciative of the continual respect, consideration and support they showed mum. She was always greeted by name and with a smile by all who came across her, whether it be those tasked with her health, her cleaning, her feeding or her involvement in the many activities. Nothing was too much trouble. For her family, mum deserved no less, however, as the staff only knew mum for a short time, it speaks volumes for the wonderful people they are.

This care and consideration was also extended to our families every time we visited, with smiles and greetings always given by all at Broughtonlea. This consideration was none more evident than when mum was close to passing away. Numerous staff asked whether we needed anything, continually checked on mum and made her comfortable, yet gave us the space to be with her before she left us. For that alone we are eternally grateful.

While the upcoming Royal Commission into Aged care will undoubtedly highlight some distressing stories and poor care, we think it's important to let all the staff / volunteers at Broughtonlea know that they made a difference in mum’s life. They are all special, caring people who treat our aged individuals with the dignity that they deserve, even when it must be sometimes difficult. Our family is forever in your debt.

Responses

Response from Robert Putamorsi, Interim Chief Executive Officer, BlueCross Community and Residential Services

Dear suned53,

Firstly, my sympathies at the recent passing of your mum. We understand how difficult it is for families to make the decision to place their loved family members into care and how distressing it can be for everyone involved. Our aim is to make this stage of their life as nurturing, safe and happy as we can.

One of BlueCross’s new values is kindness, developed specifically by our staff as being vital in all their interactions with our residents, families and other staff. This means taking the time to listen with empathy and engage with those we care for and work with, to value relationships and to provide genuine care. Therefore, we are truly delighted that your mother’s final few months at Broughtonlea were a positive and supportive experience for her and for your family.

Thank you for taking the time to share your family’s experience with us – it is wonderful to get such positive feedback which we will celebrate with our staff.

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