An aged care facility in crisis: Consumer action to improve standards of care

In 2012, relatives at an aged care home in Melbourne were concerned about inadequate care. Relatives documented incidents of negligence, incompetence, staff not telling the truth, bullying and racial vilification.They also reported numerous thefts, though this was difficult to prove because victims were invariably people with dementia.

Fortunately, the owner responded positively to our list of grievances. Most importantly, he replaced the manager. Good managers are the linchpins of a quality facility.