August 3, 2019

Aged Care Complaints NSW about Carino Care Nursing Home Russell Lea




From: Aged Care Complaints NSW [mailto:complaintsNSWACT@agedcarequality.gov.au]
Sent: Tuesday, 2 April 2019 2:12 PM
To: 'Eva Rinaldi'
Subject: Your contact with Aged Care Quality - Complaints Resolution Group [SEC=OFFICIAL]
Importance: High

Dear Eva

I am sorry that hear of the death of your father. Thank you for continuing to work with us at such a difficult time.

Since January 2019 you have raised a number of complaints with us via our website. Although these predominately relate to the care and services provided to your father, you have also raised some concerns about other people in care.

While we appreciate your feedback, I am writing to ask that you consider the need to lodge further complaints with us about similar issues, or concerns that you have already raised. The reason for this is to ensure that we can allocate your complaints to our complaints officers in a timely manner, and provide you with adequate support in relation to each case you have with us.

For your reference I have provided some detail below about the issues you have already raised with us and how we have dealt, or are dealing with them.

Received:
11 Jan 2019
Case ID:
S19/008703
Service:
Carino Care at Russell Lea
Issues
The following four issues have been referred to our resolution team, who will continue to work with you and the service to address them.

·         Concern that staff do not dress or sterilise Mr Cantali’s leg wounds.
·         Concern that staff did not record the fall Mr Cantali had on 17/12/18, the after he was released from RPA hospital.
·         Concern that staff did not call a doctor on the night of 15/1/19 regarding Mr Cantali's very low blood sugar level.
·         Concern that staff are not using correct technique to lift Mr Cantali off his bed, posing a risk of falls.

The issues below have been finalised with your agreement. We also shared the information received in response with our colleagues in the Quality, Assessment and Monitoring Group.

·         Concern that staff are not attending to Mr Luigi Cantali’s requests for assistance and are neglecting him. For example, he is denied water, assistance going the toilet, and a blanket when cold.
·         Concern that the service has not provided Mr Cantali with a buzzer designed for blind people, even after a doctor advised that one be used.
·         Concern that often the morning shift staff are unaware of events from the night before due to lack of staff handover, and as a result Mr Cantali missed out on morning shower and sleep.
·         Concern that the service does not have any activities in place for Mr Cantali or encourage his feet to be raised up in the air, as a result he is left in his room all day without any activities or exercise, which is contributing to a pressure injury on buttocks.
·         Concern that staff are not communicating to Mr Cantali to make him aware of what is happening around him or what they are about to do, such as when walking into his room or putting in eye drops, causing him distress/panic.
·         Concern that staff do not always use shaving cream to shave Mr Cantali.
·         Concern that staff do not moisturize Mr Cantali, particularly his back and bottom, and as a result he has dry skin.
·         Concern that staff placed Mr Cantali in bed with urine all over his clothes.
·         Concern that staff are not showering Mr Cantali frequently enough, particularly after soiling/incontinence, or allowing him to wash hands after toilet use.
·         Concern that staff are not using appropriate cleaning equipment for cleaning urine and faeces on the floor and are instead using resident’s bath towels, posing a risk of infection.
·         Concern that the service has not placed any signage/labelling on the toilet designated for people with infectious disease, and as a result Mrs Rinaldi and both her mother and father had to get checked for disease after using this toilet.
·         Concern that there is faeces on the curtains in the room previously occupied by Mr Cantali (room 29), and this was not cleaned even after Mrs Rinaldi requested.
·         Concern that the common room is too hot making residents uncomfortable.
·         Concern that staff do not turn on a particular Italian radio station before Mr Cantali’s bed time as requested by family.
·         Concern that the service is not allowing Mr Cantali to see Mrs Rinaldi at the service.
·         Concern that Mr Cantali's recliner is missing from his room on 18/1/19.

Received:
14 Jan 2019
Case ID:
S19/008733
Service:
Carino Care at Russell Lea
Issues
·         Concern that Mrs Stella Trevisani fell and hit her head in the bathroom on 20 December 2018.

We finalised this complaint without your agreement. You have asked our review team to reconsider if this was the right decision.

Received:
18 Feb 2019
Case ID:
S19/011218
Service:
Carino Care at Russell Lea
Issues
·         Mr Giueseppe Granato was admitted to the service with a breathing machine which was left turned off in the lounge room on 2 occasions. The improper use of this equipment resulted in an incident where Mr Granato was left alone without the machine in use and he was admitted to hospital due lack of oxygen.
·         Mrs Rinaldi has witnessed family members screaming at staff for forgetting Mr Granato's medication.

We are considering this complaint and will work with Mr Granato’s nominated representative. Due to privacy we are unable to provide you with detailed feedback or personal information about Mr Granato.

Received:
18 Feb 2019
Case ID:
S19/011223
Service:
Carino Care at Russell Lea
Issues
·         The service do not put incontinence pads on Mr Frank Trevisiani in order to save money.
·         The service clean the floor after accidents occur with bath towels which is unhygienic.

We are considering this complaint and will work with Mr Trevisiani’s nominated representative. Due to privacy we are unable to provide you with detailed feedback or personal information about Mr Trevisiani.

Received:
18 Feb 2019
Case ID:
S19/011226
Service:
Carino Care at Russell Lea
Issues
·         Mr Albino Marotta was placed in a room with an aggressive dementia patient. He was found on the lounge room floor, fearing that another resident was going to kill him. It was only when Mr Marotta threatened to call police that staff moved him to another room.
·         Resident Angelo is isolated and ignored. His behaviour is not managed appropriately.
·         Eva Rinaldi has witnessed a fall of another resident (name not known) that was not recorded.

We are considering this complaint and will work with identified residents’ nominated representatives. Due to privacy we are unable to provide you with detailed feedback or personal information about them.

Received:
1 Mar 2019
Case ID:
S19/011868
Service:
St Ezekiel Moreno Nursing Home
Issues
·         The service did not monitor Mr Liuigi Cantali's condition and escalate concerns in a timely manner. Mr Cantali died unexpectedly on 27 February.
·         When Eva Rinaldi arrived at the service on the night Mr Cantali died, she was told several different versions of the circumstances of his death.
·         The service did not take appropriate action when Mr Liuigi Cantali's BGL was elevated.

We are continuing to work with you and the service to resolve these concerns.

Received:
21 Mar 2019
Case ID:
S19/013125
Service:
Carino Care at Russell Lea
Issues
·         A staff member administered "pills" to Mr Cantali when he was asleep, lying in bed. Despite Mr Cantali requesting that he does not take the medication due to it making his stomach sore, the staff member continues to give them to him.

We are considering this complaint and a complaints officer will be in touch with you shortly.

Received:
21 Mar 2019
Case ID:
S19/013128
Service:
Carino Care at Russell Lea
Issues
·         Due to the "cheap and nasty pads" that the service used, Mr Cantali was left covered in urine including his chair, bedding and floor on several occasions.
·         The service did not allow Mr Cantali to call his wife despite the family putting a mobile phone around his neck.
·         Staff would swear and belittle Mr Cantali for urinating on the floor. Mr Cantali would ask the names of his nurses and they would refuse to tell him or would tell him that they were managers when they weren't.
·         The service failed to report falls, bruises, scratches and marks on Mr Cantali's body. They advised Mrs Rinaldi that these were sun spots.
·         On Sunday 9th December, Mrs Rinaldi found her father in his room with the door closed. He was sitting on the edge of his urine soaked bed, his feet were in urine and a trolley table was in front of him. Mr Cantali was wheezing, shivering and had a temperature. As Mrs Rinaldi could not locate any staff, she called an ambulance. Mrs Rinaldi believes that as a result, Mr Cantali was then diagnosed with bronchitis and his health declined from that point.
·         Staff were found asleep in the lounge room.
·         Mr Cantali caught a number of infections while at the service.
·         The week before Mr Cantali passed away, the RN sent Dr Marrinucci away from the service.

We are considering this complaint and a complaints officer will be in touch with you shortly.


We do not usually consider an issue in a new complaint if we have previously dealt with the same issue previously. You are welcome to provide us with feedback and input in relation to your open complaints at any time. Unfortunately every time you lodge feedback via the complaints form on our website, we need to treat that as a new complaint.

If you wish to raise new issues you can speak with one of our experienced complaints officers on 1800 951 822. They can talk to you about what we have already looked into, what we may be currently looking at, and help you to identify any other matters that you may not have previously raised that we may be able to examine.

Should you have any questions about the above you are very welcome to contact me on (02) 9263 3896 or by reply email.

Kind regards

Troy McNaughton
Manager
Complaints Resolution group
Aged Care Quality and Safety Commission
GPO Box 9819 In Your Capital City


Aged Care Quality and Safety Commission acknowledges the traditional owners of country throughout Australia, and their continuing connection to land, sea and community. We pay our respects to them and their cultures, and to elders both past and present.