August 3, 2019

Aged Care Quality and Safety Commission SA State Office - Carino Care Nursing Home


Dear Eva,

Thank you for your time on the telephone on 24 April and yesterday to discuss the concerns you raised with our office on the care provided to your father by Carino Care at Russell Lea.  I advised you that the concerns raised by you have been moved to our resolution where we have commenced an investigative process.

We talked about making slight wording changes to the issues that you have raised. The four issues with slight adjustment, are as follows:

·         Issue 2: Concern that staff did not adequately manage Mr Cantali’s leg wounds.
·         Issue 4: Concern that staff took no action in relation to a fall Mr Cantali had on about 17/12/18, which resulted in him sustaining bruising to his side.
·         Issue 18: Concern that staff did not call a doctor on the night of 15/1/19 regarding Mr Cantali's very low blood sugar level.
·         Issue 19: Concern that staff did not use correct manual handling techniques when transferring Mr Cantali.

As discussed, all the information that you have provided to our office, can be reviewed under each of the above four issues.  Can you please respond with a brief email and confirm that you are happy with the slight changes made to these issues above.

As discussed, I advised you that I have spoken to my manager and Director, who agree that if you have footage that shows staff using incorrect manual handling techniques, that may have impacted on your father’s safety and health, we would like to view them.  Can you please supply those videos to our office by either methods:



Or by postal address

Attention: Elaine Metherell
Aged Care Quality and Safety Commission
SA State Office
GPO Box 9819
ADELAIDE SA 5000

Please do not hesitate to contact me if you have any questions in relation to the slight wording changes, our processes, or if we can assist you in how you forward the recorded videos we have requested from you. 

With Kind Regards


Elaine Metherell
Complaints Officer | WA/SA/NT Complaints Operations Section
Aged Care Quality and Safety Commission
P: 1800 951 822| or E:  complaintsSAWANT@agedcarequality.gov.au
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.