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Organisation and Management

Posted By yellownf94

"Organisation and Management"

About: Hakea Grove Aged Care

(as a relative),

My grandmother passed away earlier this year. My parent attended a family meeting conference to talk about care while she was dying. The clinical manager I felt did not seem to show and care or concern for what we were going through.

My parent recalls they would often observe staff being yelled at to the point they cry by the clinical manager. Once when I was visiting saying goodbye to my nan the clinical manager walked out of the room with an RN after checking a pain machine and I recall the conversation was that my nan dying was an inconvenience for them right now and hopefully she’ll be dead soon. I was devastated to hear this.

My parent tried to book an appointment to see the CEO but was told by the receptionist it was not possible as they were too busy to see my parent and would not give my parent their email address to contact them. 

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Responses

Response from Care Opinion Australia last month
Care Opinion Australia

Submitted on 19/03/2024 at 10:10 AM
Published on Care Opinion at 10:10 AM

This response has been posted by Care Opinion on behalf of Hakea Grove Aged Care.

Hi yellownf94,

Thanks for your email, and for sharing it with us.

I am sorry for your loss.

I am very concerned to hear about your experience and would like to assure you that we take your feedback very seriously. I can see that this must have been upsetting for you and I am very sorry for the experience noted. The CEO email address is readily available to all resident & families- I apologize that this was not communicated.

I would like to hear from you to ensure that we are given the opportunity to properly investigate what took place and also to ensure we rectify this experience for you & provide some reassurance that this is not our level of service. This would include continuous improvement measures we will action for all residents as part of our quality & compliance process’s for future residents experience.

I would like to invite you to contact me confidentially to provide the specific details as we need to investigate what happened. My direct email address is jo.heslin@hakeagrove.com.

It must have been difficult to share your story and I would like to thank you for taking the time to do this.

I do hope we hear from you soon.

Your sincerely

Jo Heslin

Chief Executive Officer

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