Family Outrage as Care Home Fails to Communicate Serious Injuries

A man has expressed his anger after not being informed when his mother suffered severe injuries at a rest home, leading to her leg amputation. The incident occurred at Elmwood Village, operated by Oceania Healthcare, located in Manurewa, Auckland. The facility has previously faced scrutiny from the Health and Disability Commissioner (HDC) regarding its care practices.

In a significant incident reported by the HDC, an 85-year-old resident experienced severe burns after her bed was positioned dangerously close to a heater. The organization apologized for the situation in 2022, acknowledging two breaches of care standards. Following this, Andrew Ashe shared his late mother’s troubling experiences at Elmwood, stating that he had filed a separate complaint with the HDC.

Ashe’s mother, Sheryl West, had been diagnosed with dementia and underwent chemotherapy for breast cancer. Her health conditions left her unable to walk or talk. According to Ashe, she sustained two serious injuries during her two-year stay at Elmwood. He was not notified of either incident until he discovered the injuries while assisting her.

Ashe recounted a disturbing moment when he noticed extensive bruising on his mother’s body. “All the way through the pubic area, all of that was just purple and black from bruising,” he said. It was later confirmed that she had fractured her femur, which ultimately led to her leg being amputated. Ashe believes the injury occurred during a transfer from her bed to a wheelchair, where her leg may have been improperly handled.

Reflecting on the situation, Ashe stated, “It’s not going to bring mum back by all means, but I just want people to be able to trust that the system really can look after their loved ones as well.” He expressed disappointment that he had to learn about the injuries through his own observations rather than being informed by the care staff.

Following his mother’s injuries, Ashe decided to remove her from Elmwood. Sadly, West passed away later in 2023, at the age of 72.

Investigation Findings and Health Commissioner’s Response

A spokesperson from the HDC indicated that while Ashe’s complaint did not warrant a formal investigation, it was critical of several aspects of care at Elmwood. The HDC made recommendations aimed at improving care quality and preventing similar incidents in the future. The spokesperson stated, “HDC was critical of several aspects of care and made recommendations to ensure appropriate remedial actions were taken.”

Ashe has called for assurances from Elmwood Village that similar incidents will not happen to other families. He urged the facility to acknowledge its shortcomings and improve transparency. “I want for future residents to be in a place like that and know that we can trust them,” he said.

In response to the allegations, Oceania Healthcare emphasized its commitment to addressing concerns. Shirley Ross, director of clinical and care services, stated that the organization has implemented significant changes since May 2023, including new leadership and enhanced clinical governance. “This includes enhanced staff training, revised incident management, and independent audits,” she noted.

Ross added that Elmwood Village recently achieved a four-year certification with no corrective actions, demonstrating a commitment to high-quality care. She acknowledged that communication with Ashe fell short of their standards, stating, “We acknowledge that there were occasions when our communication with Mr Ashe about his mother’s care did not meet the communication standards we set at Oceania.”

Calls for Accountability and Compensation

Ashe has expressed a desire for some form of financial compensation, though he is not seeking a large sum. He indicated openness to a refund for the time his mother spent at Elmwood Village. “It’s not about money for me, but moving forward, I think there should be something restorative,” he explained.

Oceania Healthcare has stated that it is willing to listen to Ashe’s concerns but noted that any discussions regarding compensation would remain private and confidential.

This situation highlights the critical importance of communication and accountability in aged care facilities, as families place their trust in these services to care for their loved ones. The ongoing scrutiny from the HDC may prompt further changes within Oceania Healthcare and other care providers in New Zealand.