"Care for my elderly parent"

I think we have a problem.

In my opinion, Estia Health can do a lot better to make it more enjoyable for its residents, many of whom are living out the remainder of their lives at the facility. They simply deserve better.

Here are the details:

I recently travelled from Sydney to visit parent who is in their 90s at Estia's Pacific Paradise facility. My parent pays for your premium care service, which promised us they'd receive a high level of service and superior care.

Unfortunately, it is impossible to see what exact difference the additional fees actually make.

Here is what I found upon visiting my parent yesterday:

Their personal care has been neglected. It seems no one has cut their nails or hair since I saw them earlier this year. My parent told me that one of their fingers had become infected due to an ingrown fingernail. They still bear a scar today. I feel this is unacceptable on any level.

My parent's room has been smelling of urine ever since they moved into what was The Menzies at the time, 18 months ago. I have repeatedly asked for this to be rectified, seemingly without action being taken.

The quality of food is still not what we were told to expect and what the care agreement promises. In my opinion's, a recent "quality" meal looked like vomit on a plate (see attached images)

The drawers in my parent's room are still broken. This failing has been reported many times before, seemingly without action.

The "garden" courtyard may look clean, but it is minimalist and in my opinion, sterile looking, utterly boring, seemingly without much thought given to the enjoyment of residents. I believe a few market umbrellas, benches and a shade cloth would be all it takes to make it more enjoyable for the people, many of whom are living out the remainder of their lives at the facility. I think they deserve better.

While the staff are friendly and caring, the facility itself feels to me more "efficient" than warm and welcoming. Even just some background music might help to lift the mood.

There is a spa bath at the facility that has never been used in the 18 months my parent has been a resident. Instead, the room is used as a storage facility with no use for residents.

The outings and activities that were promised when Estia took over have seemingly never eventuated. Where are the rickshaw rides, picnics and excursions? Were they just false promises?

I have images that illustrate what I believe is the neglect.

Estia Health was subject to an investigation by the Royal Commission recently and - to my understanding - has been issued with "make good" orders. Is Estia just ignoring these orders?

I look forward to your earliest reply.