I cannot recommend this facility under any circumstances. While the physical environment is appealing, the staff's lack of communication and genuine care is unacceptable. My father was accepted for a trial to assess his adjustment to living in the village. However, after his acceptance, he was admitted to the hospital, necessitating a redo of his contract. While we dealt with his situation at the hospital, his care level unexpectedly escalated, requiring a memory support unit that we hadn't initially arranged. Consequently, the contract was entirely canceled. Within a few days, the hospital informed us that he had been downgraded to needing only a general bed and would coordinate with Bupa Tugun for his admission. During this time, the staff member handling my father's application went on vacation, leaving others in charge without any clear communication. The changes were not conveyed to us, and the hospital's correspondence was ignored, leading to significant confusion. We were abruptly informed that transport for my father was being arranged for the facility. We rushed to clarify this, only to later learn that the transport was no longer happening. We were left completely in the dark about whether he would be admitted or not. After a week with no updates, we contacted the facility to inquire, only to find that the second staff member we had been dealing with also went on leave, and no one had assumed responsibility for my father's application. We were then told by reception that a manger from Merrimac was overseeing Bupa Tugun. I called her multiple times, but to this day, I have not received any response. Thankfully, we finally found a better place for my father, where the staff has shown excellent communication and real compassion for our circumstances. If you value genuine care for you and your loved ones, I strongly advise you to avoid this facility.
