August 3, 2019

Complaint Letter about Scalabrini Village Nursing Home


From: Aged Care Complaints NSW [mailto:nsw@agedcarecomplaints.gov.au]
Sent: Friday, 14 December 2018 11:39 AM
To: 'Eva Rinaldi'
Subject: S19/006494 - New complaint notification - Mr Luigi Cantali - Scalabrini Village Nursing [SEC=UNCLASSIFIED]

Dear Ms Rinaldi

As discussed during our most recent telephone contact, I have referred the below issues to Scalabrini, asked them to undertake an internal investigation and provide a response by 2 January 2018.

Once we receive this response, we will contact you to discuss the outcomes and consider how we progress.

The issues which I have referred to Scalabrini as per our agreement are:

1: The service did not monitor and manage Mr Luigi Cantali's diabetes appropriately as his BGL readings during respite were elevated.
Desired outcome: that the service confirms with supporting documentation that Mr Cantali's diabetes management was appropriate.

2: Mr Cantali’s insulin shots were given in the same direct spot which gave him a large bruise on the stomach.
Desired outcome: that the service confirms with supporting documentation that Mr Cantali's diabetes management was appropriate.

3: Mr Cantali’s Leg bandages were wrapped very tightly on a number of occasions, were always wet with urine, on some occasions he did not have bandages on wounds. Additionally, Ms Rinaldi had to bring her own bandages from home on some occasions.

4: Mr Luigi Cantali injured his hand when using his walker, however, this was not recorded as an incident and they said the blistered fingers were from a virus he got and prescribed him antibiotics.
Desired outcome: that the service ensures that incidents are recorded and managed.

5: The service did not provide suitable exercise for Mr Luigi Cantali while in respite from 19 October till mid November 2018
Desired outcome: that the service provides activities for all residents including those on respite.
6. Mr Cantali was discharged prior to the end of his respite period and without written explanation despite verbal agreement that she would become a permanent resident.
Desired outcome: that the service provides activities for all residents including those on respite.

Please note that our office will close at 3:00pm on 24 December 2018 and we will return on 2 January 2018.

You may have heard about how our functions are transitioning to the new Aged Care Quality and Safety Agency. I have included below information about this transition. This will not affect how we continue to handle this complaint.

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Transition to the Aged Care Quality and Safety Commission
From 1 January 2019 the current functions of the Aged Care Complaints Commissioner, along with the Australian Aged Care Quality Agency will transition to the new Aged Care Quality and Safety Commission (the Commission).
The Commission will be an independent aged care regulatory body, responsible for the resolution of complaints about the quality of care and services provided by Australian Government funded aged care services, and will also be responsible for accrediting, assessing and monitoring these services.
What will this mean for you?
If the complaint is unresolved on 1 January 2019 it will transition to the new Commission. A complaints officer will contact you and continue to work with you and the complainant to resolve the matter. The process for managing complaints will not change.
From 1 January 2019 you can find more information on the Commission’s website at agedcarequality.gov.au.
From 1 January 2019, the new Commission’s phone number will be 1800 951 822.
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Do not hesitate to contact me if you have any questions.
Regards
F

Fouad Aswad
Assistant Director, NSW/ACT Complaints Operations
Aged Care Complaints Commissioner
P: (02) 9263 3877 | E: fouad.aswad@agedcarecomplaints.gov.au