It is with a very heavy heart that I regretfully write this review. I have tried very hard to put this behind me, but can’t get past it and therefore need to put a voice to my experience. My mother had been a resident for 11 years, residing in two units, the last one unfortunately being a dementia area. She passed away one week out from Christmas last year (2021), 3 months short of turning 101. It sadly seems as if she was never there, no card, no flowers, no follow up to see how her family are doing. I received one call two days later from a staff member who’s main intention was to let us know we were ‘low risk’ in a covid outbreak that happened the day following my mums passing. There were some really beautiful nurses that cared for my mum over this long period, and she considered them her family, and we were very grateful for the extra love and care they showed to her. I think this is partially the reason we are so surprised at the almost nil response to her passing. If this is normal protocol for Bolton Clarke when a resident passes, then take it from a heartbroken daughter, something needs to change, a small acknowledgment of my mums time at Macquarie View, would have made a huge difference to us, shown us she was treated with dignity and valued. Sadly I feel mum was just a number, quickly replaceable and forgotten immediately, I hope future families get a more compassionate response after losing someone they love….
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