It was once regarded as one of the State's most respected and trusted aged care facilities, but today Maitland's Benhome is in major damage control and operating under an adviser appointed by the Department of Health.
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The Regent Street facility is now under the control of an independent adviser after being sanctioned for failing to meet 14 of 44 accreditation standards.
The debacle comes just weeks after the unveiling of the home's $18million upgrade, a project said to be the catalyst for the current downfall with not enough staff to man the new wing.
It also comes at a time when aged care is under close scrutiny with ongoing investigations into the failing of the system and Prime Minister Scott Morrison’s weekend announcement of a Royal Commission into the aged care sector.
Letters outlining the situation have been sent to residents and their families.
Staff and families with residents in Benhome who contacted Fairfax Media said a recent exodus of staff, including senior managers and nurses, concerns about low nurse to resident ratios, staff hours being cut back, safety and security issues have not been addressed by administration.
Some family representatives said their loved ones sometimes wait in bed for hours before they can be attended to by nursing and care staff who are run off their feet.
They also reported staff starting their shift early and finishing late without pay, so they can get through the day's volume of work.
“The nurses are sensational but they’re just so short staffed they are run off their feet,” one relative said. “I know that some residents have had to wait for hours before they can be bathed, fed and dressed.”
One relative said there is now no weekend reception at Benhome and recently waited almost an hour before he was let in. He said since the sanction announcement, security guards are now on site.
Initially established in 1867 as a benevolent community support network, Benhome provides residential nursing for the aged, dementia and respite care, as well as home care support services to a community of up to 154 residents and clients.
Department of Health has recently advised Maitland Benevolent Society Ltd that, as part of its ongoing accreditation process, 14 standards had been recommended as ‘unmet’.
These unmet standards require Benhome to work to an agreed time frame to achieve full compliance and the removal of sanction.
In a statement a spokesperson said Benhome has the right to appeal the decision. It has immediately moved to provide additional information, agreed to a timetable for improvement and appointed an external advisor to oversee accreditation compliance.
This will include a briefing session for residents and relatives. The spokesperson said the organisation was committed to the highest standards in care and was confident all items would be met as quickly as possible.
“We are working closely with the Department of Health, the Australian Aged Care Quality Agency and the Australian Aged Care Complaints Commissioner,” the spokesperson said.
“We are also working with staff, residents, their families and carers to ensure they are aware of and can participate in the process. Benhome has a highly skilled team of medical and care professionals committed to the highest quality care and safety for residents and are positive about the ability to meet accreditation processes.”
Do you have a relative at Benhome? Email donnasharpe@fairfaxmedia.com.au
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