Arcare Caulfield

I removed my parents from this so called 5 star facility after 18 months of experiencing trauama and frustration, owing to an apparent culture of deceit and meaness. Despite paying more than $5000 month per person, my parents were excluded from activities. I remember a certain barbeque where we were actually told to sit outside in the cold of the evening, while everyone else was indoors, rather than simply finding some chairs. There was little encouragment or help to attend activities that my parents could have enjoyed. It was often diffcult to find staff when they were needed. I suspect that there was a policy of having as few staff as possible in order to maximise profits. The quality of the food seemed poor and the morning tea usually just consisted of a dry biscuits. I recall that they both lost cinsiderable of weight. My father was given sedatives without my knowledge. When I complained that as I was Medical Power of Attorny, I should have been informed, I was told that there was no obligation to tell me, as if it was none of my business. Their possisions were not safe, a blue tooth device to provide music was stolen. I was never told whether the culprit had been identified. Dad's hearing aide was frequently not put in or missing. When I rang after hours, the telephone was frequently not answered. My parents did not receive services that were included in the extra services fee and that they had paid for. I was made to feel that I was the "problem" when I complained. The final straw was when the physiotherapy for both of them was suddenly curtailed and I was lied to by the staff about this. When I finally found about a month later, I complained to the manager who asked me to leave the building and actually called the police, when I contintued with my visit to my parents,. I complained to the overarching management, but they accepted the fabrication of the manager, that I had "sworn" at her. My letter of denial was ignored.The trauma of the experience of having my parents in this facility still haunts me. Fortunately my parents are now in a more caring facility. Despite the managment, which I felt was appalling, there were some wonderful and talented staff who were dedicated to the care of he residents. There seemed to be high staff turn-over.( I think there was four changes in the nursing manager position for my parents.) I wonder if a number of the staff were also frustated and concerned?

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Having placed my Mother in Aged Care, I was particular concerned that the facility felt like 'home' but certainly not a nursing home. Care and consideration of the individual was paramount. I have found our facility to be excellent on all levels (apart from the food which of a generally high quality is not always fit for this age group) Otherwise very satisfied.

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Arcare Caulfield provides a warm, welcoming, community environment for its residents and their families. The care is outstanding, particularly as my Mother has some quite complex medical needs. The staff are wonderful - nothing is too much to ask and they are caring and friendly. Infection control is excellent when required. Communication with family is very good too. The food is average, but staff are endeavouring to improve this. They are even going to use some of the residents' own recipes!! The rooms are bigger than most other Aged Care facilities, so residents can bring some of their own pieces of furniture and make the room more "homely". The Central Courtyard is lovely and sunny and very pleasant to sit in in the warmer weather. Different religions and cultures are accommodated, respected and celebrated. I can rest at night knowing that my Mother is well looked after, has an active social life and is happy. I would not hesitate to recommend this facility.

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Nice decor does not compensate for not including residents with dementia or depression in activities! Especially considering the enormous fees these residents pay!!!

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Primary focus to maximise profit and promote image, little concern for well being of residents, especially thiose with any mental disability

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Staff took a long time to attend to friend's calls after a fall

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Staff were slow to act and to come after falls.

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Arcare Caulfield offers very sensitive, practical and pro-active care for my elderly mother. While the facilities, amenities and quality of the centre is akin to a 5 star hotel, we have found the staff who come from many and varied backgrounds to be very supportive Meals are served in small and intimate dinning rooms rather than cafeteria style as we have seen in other centres, and while the meals are a 'bit hit and miss', the variety offers enough choice. If independence is the price of ageing then at least its good to know these centres are creating the minimum aspirational standard.

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Only let down is the meals. My relative has told me that the meals are way too spicy with too many herbs, and that they aren’t right for residents of that age. We think the problem is probably because of the cultural background of the chef’s.

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