Health Commissioner Reveals Pattern of Demeaning Care at Whakatāne Rest Home

In a recent report, the Health and Disability Commissioner has uncovered a troubling pattern of disrespectful and demeaning treatment towards an elderly woman at a Whakatāne rest home and hospital. The findings have sparked significant concern and raised important questions about the quality of care provided to vulnerable residents in aged care facilities.

The report, released publicly today, details the case of an elderly woman who received care at Golden Pond Lifecare Private Hospital from May 2019 until the end of 2020. During her stay, the woman was under hospital-level care due to a complex neurological condition and a history of depression. Her daughter installed in-room cameras for security and to monitor her mother's well-being, which inadvertently captured several troubling incidents.

Concerning Incidents
The videos showed instances where staff spoke to the woman in a disrespectful manner, ignored her requests for help, and failed to recognize her medical needs, including a urinary tract infection. One particularly disturbing incident involved a carer arguing with the woman while she was on the toilet. Another video captured the woman pleading with staff to assist her, only to be told she should have gone earlier and that an incontinence pad would suffice.

Systemic Failures
The report highlights a systemic failure at Golden Pond, with the commissioner concluding that there was evidence of a “concerning pattern of demeaning and disrespectful treatment” involving six staff members, including two nurses. The commissioner emphasized that while individual accountability was necessary, the repeated behavior by multiple staff members reflected a culture of disrespect and disregard for the dignity of residents.

Apology and Changes
Golden Pond has since apologized to the woman’s family and made several changes to its processes. Staff involved in the woman’s care have since left the facility. However, the commissioner noted that the rest home had been aware of the woman’s daughter’s concerns since at least January 2020 and had taken some action, though not enough to prevent continued inappropriate conduct by staff.

Recommendations for Improvement
The commissioner has recommended that Golden Pond provide evidence of its most recent staff training on elder abuse, respectful communication, and managing stress and challenging resident behaviors. This evidence must be submitted to the commissioner within six months.

Conclusion
The report serves as a stark reminder of the importance of upholding dignity and respect in aged care. While Golden Pond has made significant improvements since the complaint, the commissioner’s findings underscore the need for ongoing vigilance and commitment to ensuring the well-being of all residents.