Angry families have met with management of an Altona North aged care home after claims some elderly residents were left near soiled clothing for days and without heating for weeks due to an outsourcing of laundry and maintenance services.
The daughter of one of the residents, who didn’t want to be named, said families of residents of TLC Aged Care Marina in Blackshaws Road were given little notice when the changes were introduced earlier this month.
Her 86-year-old mother, who has dementia, is unable to feed herself and relies on the assistance of carers. “She had no heating in her room for two weeks,” the daughter said.
“The washing used to be done daily at the home, but now that it’s been outsourced it’s only three times a week and the clothes are coming back stained, shrunk and damp.
“Soiled underwear and clothing lays around for days before being picked up.
‘‘Some of the carers are so upset [with the changes] they’ve even started taking home the washing of residents without families.
“These beautiful carers are poorly paid and understaffed … they’re doing things they shouldn’t have to be doing and they’re run off their feet.
“In the past, maintenance used to attend to every call, but we’ve been told they won’t come until they receive four of five calls about the same problem.’’
The daughter said the family had received no explanation from management.
“Sometimes I come home so upset that I burst into tears.
‘‘It’s disgusting what is happening. These people have been through so much in their lives, including depressions and wars. They don’t deserve to be treated this way – it’s wrong.”
Families met with TLC management on Monday to voice their concerns.
TLC chief operating officer Neville Watson confirmed there had been some initial “implementation problems” as a result of the changes, but was confident these had been resolved.
“Three weeks ago, TLC Aged Care outsourced its laundry and maintenance services to ensure industry-monitored levels of cleanliness, efficiency and infection control that only a specialist laundry and cleaning service can provide,” he said.
“This is in line with best practice in the hospital and aged care industries and is in the best interests of our residents and employees.
“We have worked closely with our suppliers, residents and their families to address any issues that arose.”
