My father stayed here for several weeks of respite care, and I want to acknowledge that the majority of the care staff were kind and compassionate. However, our experience with management was the complete opposite. After we raised a legitimate safety concern about a leaking toilet that created a slip hazard, we were effectively told that my father would not be offered permanent care because our family had "high expectations." When we took our concerns further, the explanation suddenly changed to there being "no bed availability." The conflicting reasons were difficult to reconcile and gave us the impression that management was more concerned about avoiding accountability than being honest and transparent. Families should never feel they will be disadvantaged for raising genuine concerns about the safety and wellbeing of vulnerable residents. Advocating for a loved one should not result in them being excluded from consideration for permanent care. The shared bathroom arrangements are another major issue. Many residents are elderly, frail, and live with incontinence. Expecting vulnerable people to share bathrooms is outdated and does not promote dignity or infection control. We were told it could take up to two years to obtain a room with a private bathroom, which is simply unacceptable in modern aged care. As my father had settled in after spending several weeks at Colton Close in respite, we asked management to reconsider their decision. Our request was declined, and we were again told there were no beds available. Given the earlier explanation we had received, this only added to our disappointment and left us questioning the transparency of the decision-making process. What has stayed with us most is feeling that we were not dealt with honestly. Clear, consistent communication is the least families should expect when making such important decisions about a loved one's care. That experience left us deeply unhappy. In the end, we are very glad we moved on. We have since found another aged care home where transparency, respect, and genuine partnership with families are valued. The difference has been remarkable and has reinforced that leaving was the best outcome for my father. Unfortunately, management's lack of transparency, inconsistent explanations, and apparent unwillingness to accept constructive feedback overshadowed what could have been a positive experience.
