NSW aged care homes issued non-compliant notices
Aged care homes across the state have been placed on notice for failing to meet quality standards, including personal and clinical care requirements. SEE THE FULL LIST.
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More than a dozen aged care homes across NSW have been put on notice for failing to meet quality standards ranging from personal care requirements to organisational governance.
Data from the Federal Government reveals since August 2019 17 facilities across the state have been issued noncompliance notices that remain current as of September 1.
All government-funded aged care providers are required to comply with eight quality standards and their performances are monitored by the Aged Care Quality and Safety Commission.
Thirteen homes on the register did not fully comply with the “consumer dignity and choice” standard, while 15 facilities failed to meet all requirements under the “personal care and clinical care” standard.
Among the service providers that were named and shamed was Bupa, which came under notice in March for compliance issues at its Dural facility.
A Bupa spokeswoman said it was working closely with an external consultant to help improve its standards “in a sustainable way” at the Dural home.
“The commission has found significant improvements at the home during their most recent audits,” the spokeswoman said.
“We recognise that there have been some instances where we haven’t always gotten things right and we have apologised to our residents and their families and looked at new practices and strategies to fix issues and ensure standards do not slip.”
Three aged care services operated by HammondCare on one site in North Turramurra — Leighton Lodge, Princess Juliana Lodge and Waldegrave House — were also handed noncompliance notices in March.
HammondCare residential care general manager Angela Raguz said the organisation “made an immediate and robust response” to the notices, adding some of the issues raised by the commission “related to the introduction of new quality standards” last July and “changes in the assessment process and documentation requirement”.
“The ACQSC have accepted our plans for continuous improvement. Our North Turramurra services have put in place these plans under self-assessment until the ACQSC officers make
their next unannounced visit to check compliance,” Ms Raguz said.
Gummun Place Hostel, in Merriwa in the state’s Upper Hunter Region, was one of the services to fall short of meeting accreditation standards with noncompliance in areas including health and personal care, and physical environment and safe systems.
A spokesman for the Upper Hunter Shire Council, which operates the facility, said it had taken a number of steps to address compliance issues including providing additional staff resources and clinical support, engaging specialist aged care consultants and updating operational policies and procedures.
However, the council has also pointed to the need for more support for rural operations.
“Smaller rural facilities such as Gummun Place Hostel really need additional support from the government to ensure that we remain sustainable and are able to continue to provide high quality care to our residents,” the spokesman said.
A spokeswoman from the Aged Care Quality and Safety Commission said it used “a proportionate, risk-based approach” to regulate the sector.
“When the commission identifies noncompliance, the service is required to make improvements to address the areas identified as soon as possible. The commission monitors the service while it is working to return to compliance.
“If the service fails to return to compliance, the commission has a number of regulatory mechanisms available including applying sanctions, issuing a notice requiring agreement to certain actions, varying accreditation, or revoking approved provider status,” the spokeswoman said.
AGED CARE HOMES SUBJECT TO CURRENT NON-COMPLIANCE NOTICES
Bupa Dural — Notice issued March 17, 2020
Provider: Bupa Aged Care Australia
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; feedback and complaints; human resources; organisational governance.
RESPONSE:
“We are committed to ensuring residents in all our aged care homes receive the high-quality care, dignity and quality of life they expect and deserve.
“At Bupa Dural, we are working closely with an external consultant to help improve our standards in a sustainable way, and address the specific concerns identified by the Commission. We have also recently hired a new General Manager and more employees, including at a clinical leadership level, as well as several registered nurses. We have also ensured that there has been significant COVID-19 readiness planning with infection control and Personal Protective Equipment (PPE) training for all staff.
“We continue to work with the Commission on the key areas identified and are committed to addressing issues quickly so that they are fully rectified. The Commission has found significant improvements at the home during their most recent audits.
“We recognise that there have been some instances where we haven’t always gotten things right and we have apologised to our residents and their families and looked at new practices and strategies to fix issues and ensure standards do not slip.”
Chamberlain Gardens Aged Care, Wyoming — Notice issued December 16, 2019
Provider: Christadelphian Homes Ltd
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; organisation’s service environment; feedback and complaints; human resources; organisational governance
Contacted for comment
Courtlands Aged Care Facility, North Parramatta — Notice issued January 24, 2020
Provider: Christadelphian Homes Ltd
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; human resources; organisational governance
Contacted for comment
Gummun Place, Merriwa — Notice issued August 26, 2019
Provider: Upper Hunter Shire Council
Accreditation standards: Management systems, staffing and organisational development; health and personal care; care recipient lifestyle; physical environment and safe systems
RESPONSE:
“We have taken a number of steps to address the current noncompliances including:
1. providing additional staff resources and clinical support
2. improvements to clinical governance such as the establishment of a medication advisory committee and clinical review committee
3. engaging specialist aged care consultants to provide advice and identify necessary improvements
4. updating operational policies and procedures
5. additional staff development and training and governance training for senior management and committee members.
6. minor facility upgrades
“Gummun Place Hostel is proud of its record of a high level of resident satisfaction with the services and quality of care provided. This is due in a large part to the care and commitment of our dedicated staff and the passionate support of the local community.
“Smaller rural facilities such as Gummun Place Hostel really need additional support from the government to ensure that we remain sustainable and are able to continue to provide high quality care to our residents.”
Leighton Lodge, North Turramurra — Notice issued March 17, 2020
Provider: HammondCare
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; feedback and complaints; human resources
Princess Juliana Lodge, North Turramurra — Notice issued March 17, 2020
Provider: HammondCare
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; feedback and complaints
Waldegrave House, North Turramurra — Notice issued March 17, 2020
Provider: HammondCare
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; feedback and complaints; human resources
RESPONSE:
“HammondCare made an immediate and robust response to compliance notices received on
17 March 2020 to its North Turramurra residential aged care services.
“None of the matters highlighted by the Aged Care Quality and Safety (ACQSC) related to
infection control or were related to COVID-19 transmission. Our pandemic plan, including
our concierge screening for visitors, is in full operation and we work closely with Public
Health Units and state and federal governments.
“Some of the compliance issues raised by the ACQSC related to the introduction of new
quality standards in July 2019 and changes in the assessment process and documentation
requirement.
“The ACQSC have accepted our plans for continuous improvement. Our North Turramurra
services have put in place these plans under self-assessment until the ACQSC officers make
their next unannounced visit to check compliance.
“The partnership with residents and families in the past few months has been pivotal in the
success of addressing the identified issues. I am personally thankful for the involvement of
everyone at North Turramurra to ensure the quality of care and service that those in our
care deserve.
“The three residential aged care services identified at North Turramurra are small services
co-located on the one site under the same management.”
Japara Coffs Harbour — Notice issued December 20, 2019
Provider: Japara Aged Care Services
Consumer dignity and choice, ongoing assessment and planning with consumers, personal care and clinical care, services and supports for daily living. human resources, organisational governance
RESPONSE:
“Since December 2019 when this notice was issued, the Japara Coffs Harbour team have been working with residents and families to meet the requirements of the new aged care standards. These standards require a significant adjustment in how we organise and deliver care, we welcome the change.
“With considerable input from residents, we are enhancing consumer choice, continuous improvement and ensuring that our processes support residents to live the life they choose. It is an exciting and deeply rewarding time for Japara Coffs Harbour. Above anything else, our processes are centred around the needs of residents and what is important to them.
“Japara has invested heavily in new systems which are part of these improvements, the implementation of new software has to be managed carefully but is expected to be fully in place and operational by December.
“We have supported the provision of resident care through the recruitment of an additional senior clinician to ensure quality care and improved local clinical governance. Further to this, Japara has also redesigned its corporate clinical governance model to provide stronger oversight of outcomes.
“We continue to work every day to see improvements, to focus on both the now and the future. Japara’s goal and motivation is to emphasise the wellbeing and quality of life as defined by the individual.”
Lark Ellen Aged Care, Sutherland — Notice issued November 4, 2019
Provider: Apex Software Pty Ltd
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; organisation’s service environment; human resources; organisational governance
Contacted for comment
Marco Polo Aged Care Facility, Unanderra — Notice issued April 20, 2020
Provider: Marco Polo Aged Care Services Ltd
Ongoing assessment and planning with consumers; personal care and clinical care; feedback and complaints; human resources; organisational governance
RESPONSE:
“Marco Polo Aged Care Facility, Unanderra has been accredited by the Aged Care Quality and Safety Commission until 30 March 2021.
“Issues relating to the current notice of noncompliance have been included in an action plan which has been provided to the Commission.
“Our staff are progressively working through that action plan. Our expectation is that the actions which we have taken and are taking will return our Unanderra facility to full compliance upon our next review.”
Mildred Symons House, Jannali — Notice issued April 30, 2020
Provider: Anglican Community Services
Ongoing assessment and planning with consumers; personal care and clinical care; organisational governance
Contacted for comment
Mirae Community Care Service Australia, Auburn — Notice issued November 29, 2019
Provider: Stonebridge Global Consulting Pty Ltd
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; feedback and complaints; human resources; organisational governance
Contacted for comment
Miranda Aged Care Facility, Miranda — Notice issued February 12, 2020
Provider: Jesmond Aged Care Pty Ltd
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; organisation’s service environment; feedback and complaints; human resources; organisational governance
RESPONSE:
“We are working closely with the Aged Care Quality Agency to implement continuous improvements.”
Nazareth House Tamworth, Oxley Vale — Notice issued September 26, 2019
Provider: Nazareth Care
Consumer dignity and choice; personal care and clinical care; organisational governance
Contacted for comment
SummitCare Wallsend — Notice issued September 2, 2019
Provider: Stelcom Pty Limited
Accreditation standard: Health and personal care
Contacted for comment
Whiddon Easton Park, Glenfield — Notice issued March 31, 2020
Provider: The Frank Whiddon Masonic Homes of New South Wales
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; feedback and complaints; human resources; organisational governance
RESPONSE:
“In January 2020, the Aged Care Quality and Safety Commission issued its performance report on Whiddon Easton Park. These notices were not related to our COVID-19 preparedness.
“Since the notices were issued, we have had four contact assessments with the Aged Care Quality and Safety Commission, which includes reviews of our COVID-19 preparedness and a general contact review.
“These reviews reflected positively on our COVID-19 preparedness. There have been no cases of COVID-19 at Whiddon Easton Park or at any of Whiddon’s other aged care homes across NSW and QLD.
“In response to the performance report, we have worked hard to remediate the concerns that were raised and are confident in achieving a positive outcome. This is supported by our high level of customer and family satisfaction.
“Whiddon has a long and proud track record of providing quality aged care services to older Australians for more than 70 years. We remain committed to providing the high standard of care we are well-known for to the 2,100 people we care for across New South Wales and Queensland.”
Uniting Hawkesbury Richmond — Notice issued April 27, 2020
Provider: The Uniting Church in Australia Property Trust (NSW)
Consumer dignity and choice; ongoing assessment and planning with consumers; personal care and clinical care; services and supports for daily living; organisation’s service environment; feedback and complaints; human resources; organisational governance
RESPONSE:
“In February 2020, the Commission raised a number of areas where Hawkesbury Richmond needed to improve in order to fully comply with standards and requirements.
“Measures we have taken since February include extra training, enhanced hygiene and infection control procedures, new management team, revised clinical governance model, a comprehensive COVID-19 response plan, and better communication and complaints processes. “We have engaged regularly with residents and their loved ones on our improvement plan.
We are confident that we’re addressing all concerns at Hawkesbury Richmond and that we’ll be able to demonstrate full compliance with all standards and requirements. The Commission visited the service in May 2020 to review our COVID-19 Response Plan and provided positive feedback about the preventative and response actions we have implemented.
“The safety and well-being of our residents and team members is absolutely critical. We’ll continue to work closely with the relevant agencies and all our stakeholders, especially our residents, their families and our team members, to deliver the highest levels of care to meet the standards and expectations that all should rightly expect.”