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"Visiting a guest"

About: Brightwater Birralee

(as a friend),

Furious! I rang on a Friday to book an appointment to see a guest at Biralee on the weekend morning. It seems that if I ring Biralee 4 times, only once do I get through to an actual person. I am used to leaving messages.

So I rang on a Friday and, as I have done previously, left a message with the booking request. The client's family are away and I am the client's sole visitor until they return. When I turned up with flu vaccination record etc., I was refused entry and told I should have rung on a Thursday (first I've ever heard of it) because they have no-one to take messages on Friday afternoons.

I explained the situation and was still refused entry. I had bought coffee for their guest and had gifts to give them. Unfortunately, I believe this is not the first time something similar has happened at Biralee.

In my opinion, I find they care for their clients' physical health very well but believe they ignore their emotional and mental health. I believe all they had to do was check with the guest I was to visit, seeing as there was no-one else to visit them and the problem would have been solved. It was not my first visit since restrictions in nursing homes were relaxed. Not happy.


Response from Brightwater Group 16 months ago
Submitted on 17/06/2020 at 16:27
Published on Care Opinion on 18/06/2020 at 08:38

Hi maysw57,

We are sorry to hear you had trouble visiting your friend at Brightwater Birralee. The physical, as well as emotional and mental health of our clients is our top priority. We will pass on your message to the team at Brightwater Birralee.

We are also implementing an online booking system in the future, to make it easier for guests to book to visit our clients. Please call us on 1300 223 968 or email if you would like more information about this.

Kind regards,
Brightwater Team

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