Doping, bullying: Victoria’s 11 horror nursing homes exposed
Surprise swoops by government inspectors have exposed worrying cultures at a number of Victorian aged care facilities.
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Exclusive: Doping, bullying and starving residents have been exposed in surprise swoops by government inspectors who discovered elderly residents at risk of harm in Victorian nursing homes.
An investigation by News Corp Australia can reveal that 26 Australian aged care homes have current sanctions or compliance orders imposed by the Aged Care Quality and Safety Commission (ACQSC), after unannounced audits.
The Glenlyn Aged Care Facility in Glenroy – where inspectors reported “multiple incidents of sexually inappropriate or physically aggressive behaviour’’ between residents – is among 11 non-compliant nursing homes in Victoria.
“No effective strategies had been implemented to address the behaviour, and there had been repeated incidents involving the same consumers,’’ the December audit report states.
A Glenlyn Aged Care spokeswoman said the centre cared for “an extremely complex group of residents, most of whom have challenging psychiatric conditions and behaviours’’.
She said the ACQSC report failed to interpret the quality standards “in a way that is appropriate to our cohort of psychiatric specific residents.’’
“The residents we care for are the people who have been refused placement at other aged care homes due to their diagnosis and/or behaviours, and for many of them the only alternative is often a locked psychiatric ward,’’ she said.
“Glenlyn aims to give these people a more dignified opportunity to age well, but this is not without its challenges.’’
The Florence Aged Care Facility in Altona North appointed external managers in September after failing a surprise audit in August.
A follow-up inspection in November revealed residents and relatives had felt “bullied and were fearful of retribution when raising concerns’’ with the previous management, but were happy with the new team.
“Over half the (residents) are prescribed psychotropic medication and the assessment team identified instances where the use of these medications could be considered chemical restraint,’’ the November audit report states.
An inspection of the Grace of Mary Greek Cypriot Elderly Hostel in Epping found “serious risks’’ to residents, who were left in pain.
“Consumers’ pain is not effectively monitored and managed,’’ the October audit revealed.
At the Epping Gardens nursing home, inspectors revealed in July that one resident had shed 5.5kg in 18 days – yet had to wait a fortnight to be reviewed by a dietitian.
Residents were not kept pain-free and staff ignored doctors’ orders at Kalyna Care in Delahey, run by Ukrainian Elderly People’s Homes, an audit revealed in August.
The inspectors reported that “staff do not provide care in line with clinical directives’’.
At St Basil’s nursing home in Fawkner, an audit in July revealed “inappropriate use of chemical restraint’’ as residents were doped with sedatives, sometimes without consent.
“(Some residents) have been placed at a heightened risk of harm as a result of unsafe use of chemical restraint and behaviour management practices,’’ the audit report states.
Cumberland Manor in Sunshine North failed standards for personal and clinical care, as well as staffing, in a November 2020 audit that found some residents did not get care to prevent pressure sores, “due to competing demands on staff time’’.
An August audit of the Twin Parks Aged Care Centre in Reservoir, which has not yet been released in full by the ACQSC, found breaches of care and staffing standards.
Inspectors found “serious risks’’ at Japara Goonawarra in Sunbury, after an audit in October found that “consumers’ pain is not assessed and managed effectively when wounds are identified’’.
A Japara spokeswoman said it was working closely with the ACQSC and “focused on ensuring we deliver the very best care for residents’’.
The other nursing homes did not respond to requests for comment.
In Queensland, the Japara nursing home in Noosa is being investigated over shocking findings of abuse and neglect.
ACQSC commissioner Janet Anderson said the watchdog had expanded its program of spot checks.
“The Commission continues to closely monitor all services subject to regulatory actions to ensure that they are addressing the areas requiring improvement,’’ she said.
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AGED CARE SHAME FILE: 26 HOMES NAMED ACROSS AUSTRALIA
VICTORIA
Epping Gardens – “serious risk’’
Epping
Owned by Heritage Care Pty Ltd
Threatened with sanctions in July 2020 and banned from admitting new residents after a COVID-19 outbreak infected 103 residents and 86 staff, killing 38 elderly residents. An audit in October 2020 detected deficiencies in personal and clinical care, complaints and governance standards. It found that failures evident at the time of the outbreak had been “mitigated’’. The audit found 25 complaints have been made to the ACQSC since August 2019.
Response sought January 21, 2021
St Basil’s Homes for the Aged in Victoria – “inappropriate chemical restraint’’
Fawkner
Threatened with sanctions in July 2020 after 45 residents died of COVID-19 and an audit flagged failures in personal and clinical care, planning with consumers, feedback and complaints and organisational governance. Banned from admitting new residents until risks addressed.
An audit revealed “inappropriate use of chemical restraint’’ as residents were doped with sedatives, sometimes without consent.
Response sought January 21, 2021
Kalyna Care – “serious risk’’
Delahey
Owned by Ukrainian Elderly People’s Homes
Threatened with sanctions in August 2020 after a COVID-19 outbreak and banned from admitting new residents until it rectifies “serious risks’’ and breaches of care, planning, staffing and governance guidelines.
Inspectors found “numerous instances of wound review and treatment not complying with … procedures and best practice principles’’.
Response sought January 21, 2021
Kirkbrae Kilsyth Hostel – “serious risk’’
Kilsyth
Owned by Presbyterian Church of Victoria Trusts Corporation
Threatened with sanctions in July 2020 and banned from admitting new residents until fixing “serious risks’’ after a COVID-19 outbreak. Inspectors found breaches of clinical care and organisational governance in October 2020.
The ASQSC report states the church “acknowledges that at times there may be shortfalls in individual staff practices’’.
Response sought January 27, 2021
Japara Goonawarra – “serious risk”
Sunbury
Owned by Japara Aged Care Services Pty Ltd
Threatened with sanctions and banned from admitting new residents in August 2020, until proving it is COVID-19 free and has addressed “serious risks’’ including problems with clinical care.
An ACQSC inspection in October found residents were not assessed for pain after a fracture or pressure injury.
Response from a Japara spokeswoman: “We have been working closely with the ACQSCA and are focused on ensuring we deliver the very best care for residents.’’
Grace of Mary Greek Cypriot Elderly Hostel – “pain is not effectively monitored and managed”
Epping
Owned by The Community of Cypriots of the Northern Suburbs of Melbourne
Threatened with sanctions in August 2020 and banned from accepting new residents until proving it is COVID-19 free and has rectified “serious risks’’ to residents.
An ACQSC audit in October 2020 found breaches of clinical care, staffing, consumer planning and governance standards.
Response sought January 26 2021
Glenlyn Aged Care Facility – “multiple incidents of sexually inappropriate or physically aggressive behaviour (between consumers).’’
Glenroy
Owned by Kincsem Pty Ltd
Threatened with sanctions in August 2020 and banned from admitting new residents until proving it is COVID-19 free and has rectified “serious risks’’ to residents.
An inspection in November 2020 found breaches of seven of the eight quality standards, including resident care and staffing.
“Following the recent COVID-19 outbreak the service was unable to demonstrate effective staff practice in the use of personal protective equipment, hand hygiene and other prevention strategies.’’
Response: “The residents we care for are the people who have been refused placement at other aged care homes due to their diagnosis and/or behaviours, and for many of them the only alternative is often a locked psychiatric ward. We believe that the findings of the … ACQSC (audit) fail to interpret the requirements of quality and safety standards in a way that is appropriate to our … residents.’’
Cumberland Manor – “staff lacked an understanding of key clinical areas’’
Sunshine North
Owned by Primary Caring Pty Ltd
Threatened with sanctions in August 2020 and banned from admitting new patients until “serious risks’’ addressed, after COVID-19 infected 53 residents, resulting in 11 deaths, as well as 54 staff.
Failed standards for personal and clinical care, staffing, governance and planning with consumers during a November 2020 audit.
“The service has not delivered safe and effective care to all consumers prescribed chemical restraint.’’
Response sought January 21, 2021
Florence Aged Care Facility – “fearful of retribution”
Altona North
Owned by Softwood Ridge Pty Ltd
Threatened with sanctions in August 2020 and banned from admitting new residents until addressing “serious risks’’, after a COVID-19 outbreak infected 28 residents and 15 staff, with eight residents dying. The home failed five out of eight quality standards, including personal and clinical care, in a November 2020 audit. External managers were appointed in September 2020.
Residents and relatives told the inspectors they had “no faith’’ in previous management and felt “bullied and were fearful of retribution when raising concerns’’, but were happy with the interim management team.
Response sought January 27, 2021
Glendale Aged Care
Werribee
Owned by Allity Pty Ltd
Threatened with sanctions over “serious risks’’ in July 2020 after COVID-19 infected 25 residents and 18 staff, killing three residents. The home breached personal and clinical care standards in a November 2020 audit.
“The service was unable to demonstrate the minimisation of infection related risks as staff PPE practices are inconsistently monitored and do not align with infection control guidelines”.
The home told inspectors that staff had been “counselled and further training provided’’ and would “ensure higher standards are maintained’’.
Response: “The COVID pandemic has taught us all how critical it is to prevent infection from entering aged care homes. The regulator has accepted our plan for improvement … and we continue to work regularly with the regulator as well as state and federal health authorities to ensure we can make aged care as safe as possible for our residents, staff and families.’’
Twin Parks Aged Care Centre
Reservoir
Owned by Coburg Aged Care
Threatened with sanctions in August 2020 and banned from admitting any new residents until demonstrating it has addressed “serious risks’’ to residents. The ACQSC found it breached four of the eight standards – including personal and clinical care and staffing.
Response sought January 28, 2021
NSW
Newmarch House – “many medication incidents’’
Kingswood
Owned by Anglican Community Services
Threatened with sanctions in July 2020 and ordered to train staff and appoint an adviser for six months, after 19 residents died in a COVID-19 outbreak between April and June. Failed all eight quality standards in a July audit. Accreditation cut short to May 14 this year.
“Skin care, falls management, medication management, continence care, end of life care, nutrition and hydration and incident management does not always meet consumer needs and does not optimise consumer health and well-being.’’
“Deficits were found in staff infection control practices and cleaning of equipment including during the COVID-19 outbreak.’’
New audit completed January 12-15 but results not finalised.
Response: We have been working closely with all Government authorities since the beginning of the outbreak and extending beyond the closure of the outbreak to the present day to ensure the best possible care for all those for whom we are responsible. The current Notice to Agree for Newmarch House will be lifted on 30 January 2021.’’
St Simeon Village – “gaps in many areas of personal and clinical care’’
Plumpton
Owned by Serbian Orthodox Diocese Aged Care and Education Property Fund.
Failed all 8 quality standards in October 2020 audit by ACQSC.
“The Assessment Team identified gaps in many areas of personal and clinical care, including behaviour management and use of psychotropic medication; skin, pressure, and wound care; falls prevention and management; nutrition and hydration management; pain management; clinical monitoring and oversight; and accident and incident reporting, investigation and follow-up.’’
Response sought January 21, 2021
Courtlands Aged Care Facility – “immediate and severe risk’’
North Parramatta
Owned by Christadelphian Homes Limited
Stripped of Commonwealth subsidies for new residents in October 2020, for six months, after the ACQSC found it an “immediate and severe risk to the safety, health or well-being’’ of residents. An inspection in October found infection control to be “non-compliant’’. On December 22, 2020 the ACQSC shortened accreditation to June 19 this year.
“The assessment team noted that sanitiser wipes were not readily available, some staff were touching masks, slings were being shared, as well as breaches in the screening of visitors. Bathrooms and toilets … were not clean.’’
Response: “It related to a couple of bathrooms out of approximately 110 … the residents … had minor accidents … I agree it is not acceptable and we immediately modified the cleaning schedule.’’
Mirae Community Care Service Australia (in-home care) – “unable to demonstrate each consumer gets safe care’’
Bankstown
Owned by Stonebridge Global Consulting Pty Ltd
Sanctions imposed October 2020, and stripped of Commonwealth funding for new residents for four months.
Failed seven of eight standards in September 2020 audit.
“The service was unable to demonstrate that each consumer gets safe and effective personal care, clinical care, or both personal care and clinical care that optimises their health and well-being.”
Response: Could not be contacted by phone or email listed on website.
RFBI Glen Innes Masonic Village – “medication management unsafe”
Glen Ines
Owned by Royal Freemasons’ Benevolent Institution
Breached all eight quality standards in a November 2020 audit. Ordered to train staff in “safe and effective clinical and personal care, falls management, restraint management and identification of clinical deterioration.’’
“Medication management at the service is unsafe; consumers are administered the wrong dose of medications.’’
Response: “We were very disappointed with these findings as they do not reflect the standard of care that we pride ourselves on and we have taken immediate steps to address the gaps identified. RFBI … are committed to turning these results around and ensuring our residents continue to receive the very best care and services.’’
Scalabrini Village Nursing Home – “immediate and severe risk’’
Allambie Heights
Owner Scalabrini Village Ltd
Sanction imposed December 2020, and stripped of Commonwealth funding for any new residents for six months. The ACQSC found an “immediate and severe risk to the safety, health or well-being’’ of residents, with the nursing home breaching all eight quality standards including personal and clinical care. The full report has not been released.
Response sought January 27, 2021
St Charbel’s Care Centre – “infection risks not minimised safely”
Punchbowl
Owned by St Charbel’s Care Centre Ltd
Threatened with sanctions in November 2020 and ordered to appoint an adviser and train staff in safe and effective clinical care and management of resident behaviour, medication, restraint, falls and infection control. The home failed seven of the eight quality standards, including resident care, in an October audit.
Response sought January 27, 2021
Lithgow Aged Care – “immediate and severe risk”
Lithgow
Owned by Lithgow Aged Care Ltd
Sanction imposed in December 2020 and stripped of Commonwealth subsidies for new residents for four months. ACQSC inspectors identified an “immediate and severe risk” to the safety, health or well-being of residents after the nursing home breached six out of eight quality standards, including personal and clinical care.
“Infection prevention and control had not been maintained through standard and transmission based precautions and there was a lack of COVID-19 outbreak management preparedness.’’
Response by Lithgow Aged Care chairman Stephen Lesslie: “We are forbidden to take in any new residents and we have only a short time to satisfy the ACQSC inspectors. On a personal note .. I have noticed that Lithgow Aged Care is a happy place and that the care and love that our staff give to our residents is exceptional.’’
Illawarra Multi-Cultural Village Hostel – “medication errors’’
Warrawong
Owned by Multicultural Aged Care Illawarra
Sanction imposed in November 2020, and stripped of Commonwealth subsidies for any new care recipient for six months. The hostel was ordered to appoint an adviser and to train staff in preparedness for a COVID-19 outbreak, as well as wound care, pain and medication management, chemical and physical restraint and weight loss. The hostel breached all eight quality requirements.
The ACQSC ordered the hostel to “review and update the COVID-19 outbreak management plan and improve COVID-19 outbreak preparedness’’.
Response sought January 21, 2021
Heritage Botany – “immediate and severe risk’’
Botany
Owned by Heritage Care Pty Ltd
Sanctioned in November 2020 and stripped of commonwealth subsidies for any new care recipients for six months. Ordered to appoint an adviser and train staff after failing all eight regulatory standards, including personal and clinical care. The ACQSC identified an “immediate and severe risk’’ to the safety, health or wellbeing of residents.
An audit in August 2020 ordered the home to train more staff in PPE use and COVID-19 outbreak management.
“The service has not undertaken robust measures to minimise risk and respond to the COVID-19 pandemic.’’
Response: “A Commonwealth appointed nurse Adviser is overseeing the home.”
Elizabeth Jenkins Place Aged Care Plus Centre – “high incidence of falls’’
Collaroy
Owned by The Salvation Army (NSW) Property Trust
Threatened with sanctions in October 2020 and forced to appoint an adviser for six months and train staff in personal and clinical care including wound, pain and falls management. The home failed all eight regulatory standards in an October 2020 audit.
“There has been a high rate of injury following falls. Consumers have been dehydrated .. pressure area and wound care is not being adequately addressed at the service’’.
Response: “(The facility) has been working directly address the issues raised in the audit, while also introducing a new training plan for staff and engaging an external consultant to assist in reviewing and implementing improved standards of care for our residents’’.
QUEENSLAND
Southport Lodge – “immediate and severe risk”
Owned by Planlow Pty Ltd
Sanction imposed 23 December 2020 – banned from Commonwealth subsidies for any new residents for six months. External adviser appointed on 31 December 2020.
Failed all eight quality standards – for personal and clinical care, services and supports for daily living, consumer dignity and choice, service environment, staffing, feedback and complaints, governance, ongoing assessment and planning with consumers.
The Aged Care Quality and Safety Commission (ACQSC) identified an “immediate and severe risk to the safety, health or well-being of care recipients’’.
The audit team found the home “does not demonstrate an understanding of strategies required to minimise a potential COVID-19 outbreak … (and) does not have sufficient handwashing facilities.’’
“The service does not have a workforce that is sufficient, skilled and qualified to provide safe and timely quality care and services … there are no registered staff available overnight.’’
Response: “The service is working hard to resolve all concerns raised by the Commission and has appointed an experienced Nurse Adviser to assist us with training and guidance over the next six months. We are committed to continuous quality improvement and strive to provide the best quality care to all of our residents.”
Japara Noosa – “multiple assaults causing injury and death’’
The home’s accreditation was cut short to September 2021 and Japara was told to appoint an adviser for six months and to train staff in “safe and effective clinical care and personal care including incident reporting, completion of monitoring charts, wound management, behaviour management, escalation/reporting of deteriorating consumers, palliative care, falls management, medication management, skin care/pressure area care.’’ The home in Tewantin failed all eight quality standards, including personal and clinical care.
“ … there have been multiple assaults between consumers causing injury and death.’’
Response from a Japara Aged Care Services spokeswoman: “We have been fulsome with information and apologised to residents and their families for the shortcomings and we have an open and ongoing dialogue with them.”
SOUTH AUSTRALIA
Regis Burnside – “immediate and severe risk’’ to residents
Linden Park
Owned by Regis Aged Care
Threatened with ACQSC sanction on 17 December 2020 and forced to appoint an adviser and train staff in “safe and effective clinical care and personal care, including incident reporting, the completion of monitoring charts, behaviour management, skin/pressure area care, wound care, and pain management’’.
ACQSC inspectors identified an “immediate and severe risk to the safety, health or well-being of care recipients’’. Regis Burnside failed to meet quality standards for personal and clinical care, staffing and service environment. ACQSC has not yet released the report.
Response sought January 21, 2021
Annie Lockwood Court Hostel – “immediate and severe risk to residents’’
Whyalla
Owned by Whyalla Aged Care Inc
ACQSC threatened to impose a sanction on 23 December 2020 and forced the hostel to appoint an adviser for six months and to train staff in “safe and effective clinical care and personal care including unexpected weight loss and malnutrition, swallowing deficits and choking, falls management, restraint practices and obligations, and infection control practices’’.
The hostel was deemed to pose an “immediate and severe risk to the safety, health or well-being of care recipients’’ after failing all eight quality standards – including clinical care and staffing – in an ACQSC audit. The full report has not been released.
Response sought January 27 2021. Phone disconnected.
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