August 3, 2019

Aged Care Quality complaints about Carino Care Russell Lea

Case ID: S19/011218, S19/011223, and S19/011226
Ms Eva Rinaldi
By email: bodyartist@bigpond.com
Dear Ms Rinaldi
Thank you for contacting us on 18 February 2019 and providing information (in three
separate complaints via our website) about the care and services provided to
consumers by Carino Care at Russell Lea (the service).
As you know we visited the service on 12 April 2019 and spoke with consumers,
their representatives, and management. Having carefully considered the concerns
you raised, I have decided to take no further action.
I can only provide you with limited information about the reasons for some of my
decisions because I have to respect the privacy of the consumers identified in your
complaints. Please be assured that I have fully considered your concerns and all the
relevant information in coming to my decision. The information that I can provide and
my reasons are explained below.
Case ID: S19/011218
Issue 1 Mr Giuseppe Granato was admitted to the service with a breathing
machine that was left turned off in the lounge room on two occasions.
Issue 2 Ms Eva Rinaldi witnessed family members screaming at staff for
forgetting Mr Granato's medication.
When you raised the above concerns you told us that the improper use of the
oxygen concentrator resulted in an incident where Mr Granato was admitted to
hospital due lack of oxygen. You also told us that his family raised concerns with
staff about forgetting to give Mr Granato his medication.
As you know we visited the service on 12 April 2019. During this visit we spoke with
the service, obtained and considered further information and, importantly, discussed
the complaint in detail with Mr Granato.
Following this visit we spoke to you on 12 and 26 April 2019 and discussed that the
likely decision in relation to the above issues would be to take no further action. We
explained that we could not provide you with further specific details of the complaint,
because we need to respect Mr Granato’s privacy.
2
You said you were disappointed that you could only receive such limited feedback as
you were concerned that the service was covering things up, and that Mr Granato
would not have been able to speak with us. You were reassured that we had
considered information from both the service and Mr Granato.
Based on the information available to me, I have decided to finalise the above issues
on the basis that an aged care consumer identified in the complaint does not wish
the issue to be considered by us.
Case ID: S19/011223
Issue 1 The service do not put incontinence pads on Mr Frank Trevisiani in
order to save money.
In raising this concern you said the service is trying to save money by not providing
incontinence pads to Mr Trevisiani who you believe is incontinent of urine.
As you know we visited the service on 12 April 2019. During this visit we spoke with
the service, obtained and considered further information and, importantly, discussed
the complaint in detail with Mr Trevisiani.
Following this visit we spoke to you on 12 and 26 April 2019 and discussed that the
likely decision in relation to the above issues would be to take no further action. We
explained that we could not provide you with further specific details of the complaint,
because we need to respect Mr Trevisiani’s privacy. You told us that you were
disappointed that you could only receive such limited feedback. We reassured you
that we had considered information from both the service and Mr Trevisiani.
Based on the information available to me, I have decided to finalise the above issues
on the basis that an aged care consumer identified in the complaint does not wish
the issue to be considered by us.
Issue 2 Staff clean the floor after accidents occur with bath towels which is
unhygienic.
You told us when you raised this issue that staff had used bath towels to clean up
urine and faeces. We agree that this practice is unhygienic and that staff should use
appropriate cleaning products when attending to spills.
We spoke with the service about this during a site visit on 12 April 2019. The service
advised that they investigated this issue when you originally raised it with them, and
that they had observed staff using towels as bathmats for residents to stand on (after
showering) and then drying the floor with them. As an outcome of your complaint the
service has purchased proper bathmats. In relation to clearing up spills or accidents
there are spill kits located throughout the service for staff to use. Staff have been
instructed not to place towels on the floor.
3
The service acknowledges staff have previously used bath towels on the floor. As a
result of your feedback the service was able to identify this issue and took action
prevent it from reoccurring.
When we spoke to you on 26 April 2019 you said staff should not have used towels
to clean to floor ever. We agree that this practice was not appropriate. Your feedback
allowed the service to identify and rectify this issue.
Based on the information available to me, I have decided to finalise this issue on the
basis that, having regard to all the circumstances, no further action in relation to the
issue is required.
Case ID: S19/011226
Issue 1 Mr Albino Marotta was placed in a room with an aggressive dementia
patient.
When you raised this concern you said Mr Marotta 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.
As you know we visited the service on 12 April 2019. During this visit we spoke with
the service, obtained and considered further information and, importantly, discussed
the complaint in detail with Mr Marotta.
Following this visit we spoke to you on 12 and 26 April 2019 and discussed that the
likely decision in relation to the above issues would be to take no further action. We
explained that we could not provide you with further specific details of the complaint,
because we need to respect Mr Marotta’s privacy. You told us that you were
disappointed that you could only receive such limited feedback. We reassured you
that we had considered information from the service and Mr Marotta.
Based on the information available to me, I have decided to finalise the above issues
on the basis that an aged care consumer identified in the complaint does not wish
the issue to be considered by us.
Issue 2 A resident named ‘Angelo’ is isolated and ignored and his behaviour is
not managed appropriately.
You told us in your complaint that Angelo has no family or friends and does not go
anywhere. You said no one likes him and that he is ignored by staff. You were also
worried that the service continues to place other consumers in his room.
As you know we visited the service on 12 April 2019. During this visit we spoke with
the service, obtained and considered further information and, importantly, discussed
the complaint with Angelo. After visiting the service we also spoke with Angelo’s
representative and considered their feedback about the care and services provided
to him.
4
We spoke to you on 12 and 26 April 2019 and discussed that the likely decision in
relation to the above issues would be to take no further action. We explained that we
could not provide you with further specific details of the complaint, because we need
to respect Angelo’s privacy. You told us that you were disappointed that you could
only receive such limited feedback. We reassured you that we had considered
information from the service, Angelo and his representative.
Based on the information available to me, I have decided to finalise this issue on the
basis that, having regard to all the circumstances, no further action in relation to the
issue is required.
Issue 3 Ms Eva Rinaldi has witnessed a fall of another resident named ‘John’
that was not reported and his wife was not informed.
The service was unable to identify the consumer named in the complaint when we
visited on 12 April 2019. We advised the service of the name of the registered nurse
on duty the night of the fall occurred. The service agreed to do some further
investigation to see if they could determine who the consumer is. At the conclusion
of our visit the service advised they were unable to identify the incident or resident.
As the service was unable to identify a consumer or corresponding incident with the
information provided we were unable to take any further action.
Based on the information available to me, I have decided to finalise this issue on the
basis that, having regard to all the circumstances, no further action in relation to the
issue is required.
I understand that you will likely be disappointed by the above decisions to take no
further action in relation to these matters. While your commitment to the care and
wellbeing of your father is commendable, the issues considered above relate to the
care and services provided to other aged care consumers. I acknowledge that it may
be difficult for you to endorse the decisions made by these consumers (or the
representatives) where those decisions are different to what you may choose to do in
a similar situation.
Although we will take no further action in relation to the above complaints, we have
referred all of the information we received as part of the complaints process to our
colleagues in the Quality, Assessment and Monitoring Group. This information may
be used by them in assessing the service’s performance against the Accreditation
Standards that apply to residential aged care services.
For your information I have included information on your review rights. We will
contact you within the next month to offer you the opportunity to provide feedback on
your experience with us.
Please do not hesitate to contact us on 1800 951 822 if you have any questions or
concerns. If you require help with verbal translation, please call Translating and
Interpreting Services on 131 450 and quote our 1800 number.
5
Thank you again for raising your concerns with us.
Yours sincerely
Troy McNaughton
Delegate of the Commissioner
Aged Care Quality