Bupa Waratah aged care home ordered to hire external adviser after failing quality standards

A Bupa aged care facility is under scrutiny after an audit uncovered failures in the care of residents, staff shortages and infection control practices.

The aged care quality watchdog has taken compliance action against a Newcastle aged care home after it failed to meet key quality standards.

Bupa Waratah has been ordered to hire an external adviser and conduct training for its staff as part of a sanction issued by the Aged Care Quality and Safety Commission.

The commission said the decision to impose the sanction was based on the home’s “continued noncompliance with aged care quality standards” and an “ongoing risk” to the care, safety and wellbeing of residents.

An unannounced inspection of the facility between May 3 and 5 this year found the facility was non compliant with eight key quality standards, including personal care and clinical care and services and support for daily living.

In its response to the inspection, a Bupa Waratah spokeswoman said it “acknowledged” many of the concerns raised during the inspection and was taking steps to address issues raised.

A photo of the facility.

A report detailing areas of noncompliance highlighted concerns including staff shortages resulting in some residents having to wait long periods for care, and instances of residents not being provided care in line with their preferences.

Some residents told inspectors they were dissatisfied with the way they were “treated and supported”, including instances of staff speaking “disrespectfully” to them when requiring assistance.

Four residents said delays in staff providing toileting assistance had led to incidents impacting on their dignity. Another resident said they were not provided a choice about when they could get out of bed, shower or attend activities.

Infection control practices were another area of concern, with inspectors finding the management of shared equipment was not in line with standards and transmission-based precautions.

Concerns from residents further centred on inadequate management of pain, medication and pressure injuries, as well as instances of residents not being consulted on the end of life wishes.

Family members of some residents told the commission they were not always informed of changes or incidents involving relatives living in the home.

The facility was inspected in May.

There were also concerns over programs for the psychological wellbeing of residents with one resident saying “they were so lonely they could cry and there was no one at the service to talk to”.

The audit found some parts of the home were inadequately maintained, including dirty furniture, holes in bedroom walls and a power socket which had been pushed into a wall and had wires visible.

Bupa Waratah said it had implemented changes to the facility to address areas of compliance including a review of staff rostering and training plans for staff.

In a statement, a Bupa spokeswoman said the company was “committed to rebuilding trust” following the commission’s visit.

“We are sorry we have let our Waratah community down,” she said. “We have made a number of changes in the home including appointing a new general manager, welcoming new team members and improving processes.

“Our team at Waratah remain focused on providing the high-quality aged care that our residents and their families expect and deserve, and we’re monitoring progress and working towards our next assessment.”

The sanction issued by the commission means the facility will not be able to receive any commonwealth subsidies for any new care recipients until October 11.

The external adviser will have to remain in place until at least January to support the facility complying with its responsibilities.