TriCare Jindalee Aged Care Residence

I am sharing our family’s experience with TriCare, which has left us completely heartbroken and deeply distressed. During mums time at the facility, we were informed that our mum experienced four falls with in ten hours. Following these incidents, she had multiple head strikes fractures to three vertebrae and a rib, as well as significant bruising to her face, swelling to both the front and back of her head, and multiple skin tears. From what we were told and what we observed, she appeared to be in agonising pain. We were advised that an ambulance was not called after the first, second, or third fall, as staff indicated she was “fine.” Our family then requested that an ambulance be called, and we understand this occurred following our request. We were later advised that a further fall occurred while waiting for the ambulance to arrive. This was incredibly distressing to learn and, from our perspective, should not have happened. It is also extremely difficult to come to terms with the fact that our mum asked numerous times to go to hospital, yet from what we were told, this did not occur at the time. We were further advised that her cries of pain were described as a “behaviour,” which has been deeply upsetting for our family. Another major concern was the call system. When we attended, there was no call button or cord visible anywhere in her room. We could not see any way for her to call for help, which raised serious concerns about her ability to get assistance when she needed it most. The facility manager has admitted there was no call button in mum’s room 😢 Communication was very limited. We were only notified of the first fall at the time, and became aware of the full extent of the incidents later. We also understand that a SIRS report was not completed until approximately 10 days after the events, which added to our concerns. Tragically, our mum passed away four days later. She was living with cancer, however the events surrounding her falls and injuries were extremely distressing and have had a lasting impact on our family. The following day, when I returned to collect some of her belongings, I found her room in a condition that was heartbreaking. Her bed was unmade, there were marks on the bedding consistent with blood, used gloves in the room, and food and milk that was spoiled, with ants present throughout the area. It was incredibly confronting to see her space left this way. From our perspective, this experience has raised serious concerns about care, communication, and basic dignity. We have since escalated this matter to the Aged Care Quality and Safety Commission for review. I am sharing this because no family should have to experience this kind of pain.

The standard of meals for the residents at this facility is beyond woeful. Complaints by both residents and family/carers are ongoing and have been for 2 years. Always promises of positive changes from facility management but nothing improves.

In the almost 3 years of Dad being there, this place just keeps deteriorating. The staff on the floor I don't have any issue with. They are very helpful. However i feel the place is run with all talk and no action. Anything that gets brought up, you just get some sort of excuse as to why it can't happen. I asked if cameras could be installed in the common areas only to be told the ceilings were too low and it would be too expensive. The ceilings are no lower than other nursing homes that have cameras installed. Dad got out to reception area a few times. There is no staff in front reception area at all after hours. All the residents have to do is push the green button to access the front doors and they easily end up on highway. Dad had a big fall after being pushed to the ground by another resident. He required an ambulance to take him to hospital until being released at 4am the following morning. When I asked how many staff were on at night, I was told there were 91 residents with 3 staff members on duty. I was told this was sufficient. Now that's not even one staff member per corridor. Another reason cameras in common areas such as hallways would be helpful. As for the food, the portions are so small and the food is very repetitive. At one of the monthly meetings, I requested bread rolls should be given as well as the portions of food as so small. To date I have not seen a bread roll in sight. The desserts are always the same. The grass is always overgrown and the outside areas seem to have an abundance of broken chairs to be fixed around the place. It's just very messy. The vinyl floor boards are all lifting which is just a big tripping hazard for the residents. I have also reported cockroaches in dad's room. I was told by a staff member residents rooms cannot be sprayed. There are pest control specialists that deal specifically in aged care homes. We don't want to see cockroaches crawling up dad's clothing hanging in the wardrobe. The cleanliness has gone downhill in the last 12 months. Any issues brought up are simply swept under the carpet . I find they listen but don't act.