RC
Australian Unity St Luke's Green Retirement Community
Retirement Village
Woolloongabba, QLD
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4.1out of 5
14 ratings
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The most terrible experience I ever had in the last year of my beautiful mother’s life. It’s a beautiful looking place and presents well but the details of care are just not there. They charge extra for extras, but my mother didn’t get any extras. She didn’t even get basic care. My mother entered and died two weeks later. In that time she had garments lost, no water bath (despite request requesting one twice a week), mouth NEVER cleaned, no suitable food for her state, just mush and custard. The list of my disappointments is long. Despite leaving care products by her bed Coffand asking they be used, they always slathered her in a horrible greasy generic lotion that got in her hair. She was bedridden, and I explained that she should only wear light night clothes. I came in and saw her dressed in full outdoor dress with woolen pants under the covers and doona, so hot and uncomfortable. I spent 3 hours a day with her every evening just to put right what they got wrong… digging shocking amounts of debris out of her mouth that had been sitting on her teeth all day (With those sugary custards and jellies) and brushing them properly, offering her fluids, bringing fresh food, wiping that greasy muck off her face and washing it out of her hair. Staff were disengaged. People crying out for help that wouldn’t come, I popped into other people’s rooms at least 4 times while I was to help them do something that they couldn’t get help for. You would say something to a staff member and it just wouldn’t be passed on to anyone else. You would leave notes in the room and nobody read them. It was just awful. My heart was in my mouth the whole time and I feel so bad that my mother spent her last two weeks of life there. She was a wonderful person and did not deserve that. I don’t blame the staff. Management, leadership and culture is always at fault when things are this bad. Some of the staff were really nice. They just seemed very disengaged.
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My mother needed to enter aged care at the beginning of 2024 due to loss of mobility from a stroke. This was a very challenging time for her and a huge adjustment from living an independent life at home. The staff were very supportive and patient with my mother while she made this adjustment and bent over backwards to accommodate her needs. She grew to love the staff and accept her new situation and live the best life she could. Sadly she had a 2nd stroke and required palliative care. This is when it became apparent just how exceptionally caring the staff are, not only to mum but also to us, the family. Could not have asked for a better experience for such a difficult time. Thank you to all the staff (carers, nurses and management).
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All the good reviews of St Luke's you'll see are from 3 years ago. Now the institutions is tired and complacent. My mother is fed custard or pudding four times a day. Sometimes, they try to give her jelly although I've told them over and over that jelly is not food. She receives porridge for breakfast that is mostly water. Why? Oats are extremely cheap. For some of her lunches and dinners she is not even served any green vegetables. She is never fed fish although I've asked for it repeatedly. She is never given rice, pasta, baked beans or cheese although I've told them she loves these foods. Her teeth are rotten because she is incapacitated and nobody cleans her teeth for her, EVER. St Luke's charges as if it is boutique. It is the same old slum home only with better furniture.
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I had a poor experience at St Liluke’s Green (e.g. poor experience during the sales process when Mum left SLG. Very unresponsive, very slow ... just seemed like they only cared about their own interests). Be careful dealing with them. I wouldn’t do it again.
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