"Aged care access"

I have a complaint about how I was treated by Aldersgate age care residence recently. I have given them my phone numbers, they can ring me anytime day or night. When arriving there in the morning I was told I could not take my partner out because they complained of an earache, and we had to wait for the locum to come again. They could not tell me when the locum would come.

I had planned a lunch with other company to enjoy the day. After a lot of discussion I told them I would take my partner to the hospital to get them checked out, I am not the power of attorney by the way, that is their adult child, who in the end agreed I could do so, and take them out.

My complaint is, I have given them my phone numbers and I believe they could have rung me, or my partner's adult child and I would have not come all the way to the nursing home on my scooter. This is a very difficult process for me, and as it turned out from the hospital report, the doctor could not find anything wrong, and just put my partner on painkillers every four hours. I find Aldersgate a very non-caring environment. In my opinion they are only interested in their own interest, and not caring for the people who love their loved ones in the home. I am so hurt by their attitude, could you please help, and resolve the problem for me, I feel it is very unsatisfactory! 

Yours sincerely.