Paul moved into a residential aged care home two years ago after a stroke reduced his mobility. At first, Paul was happy with the high standard of service provided by the attentive, friendly staff.
After moving into a residential home after a stroke and chronic arthritis, Paul was generally happy with the high level of care provided.
However, over time, the quality of care declined. Many familiar staff members left, and Paul’s personal hygiene, including unkempt hair and soiled clothes, was neglected, despite his care plan specifying daily assistance.
His family also noticed that his pain management plan wasn’t being followed, as he frequently winced in pain and had become less mobile. Medication records were incomplete, and on one occasion, Paul missed essential doses.
After raising these concerns with the facility’s management, which attributed the issues to staffing challenges, Paul’s family felt frustrated and concerned. They contacted Alice, an Aged Care Advocate at Advocare. Alice advised the family to speak with Paul about reaching out to her, as aged care advocates are directed by the individual, provided they have capacity.
Paul then contacted Alice, who validated his concerns and explained his right to quality care. Alice helped Paul prepare for a follow-up conversation with the facility. Armed with this information, Paul approached the manager, who acknowledged the concerns and apologised. The manager assured Paul that his pain management plan would be reviewed immediately, and staff would receive additional training on following care plans.
Paul and his family were pleased with the outcome. Paul felt empowered and reassured, citing the use of the ‘Aged Care Open Disclosure Framework’ and the ‘Charter of Aged Care Rights’ in his discussion with the manager.
*Identity has been changed to protect privacy.
