Carol Altmann – The Terrier

Where does this end? Lyndoch Living has failed another string of national standards, this time in the care of its most vulnerable.

The Lyndoch Nursing Home – the high-care section of Lyndoch – has failed five of the eight standards in the latest audit by the national watchdog.

Last September, the nursing home failed three of the eight measures.

Now the Aged Care Quality and Safety Commission report released online last night (5/7) reveals it has failed five.

This cannot be dressed up as success.

While thankfully some of the more shocking failings from last year – around pain, wound management and restrictive practices – have been addressed, the nursing home has gone backwards.

The whole of Lyndoch is going backwards.

Last week, I reported the Hostel had also failed multiple standards; a first in its history. The May Noonan Hostel in Terang is also in breach.

And once again, staffing is the key problem, with the needs of high-care residents falling through the gaps.

As I read this latest report, I remind myself that behind every case study is a real person; a vulnerable person living in Lake Lodge or the Audrey Prider Centre.

It’s distressing to read of the resident who experienced a “choking episode” at lunch, with no follow up assessment by a Registered Nurse, as required.

The resident’s GP was also not notified until this failing was pointed out by the audit team.

And it’s distressing to read of the resident who lost 8.2 kg over 3 months, prompting a referral to specialists and a care plan, which was then not followed through.

There is simply not enough staff to do the work required.

It’s not just me saying this.

The report found “a majority of staff, (residents) and representatives expressed concerns” about the staff shortages and the impact this was having on managing risks such as weight loss, falls and swallowing difficulties.

Staff shortages also affected residents’ enjoyment of daily life.

“Overall, sampled (residents) did not consider that they get the services and supports for daily living that are important for their health and well-being and that enable them to do the things they want to do,” the report says.

You can’t say it any more plainly: Lyndoch is failing in its core business.

We know the hard-working staff do their best, but Lyndoch has lost truckloads of experienced staff these past four years, and it’s showing.

All three arms of Lyndoch are now in breach, including the May Noonan Hostel in Terang.

All of this makes my head hurt and my heart ache.

You must feel the same way, especially after watching the train wreck unfold for almost four years.

The facts are now there for all to see.

Yet the board remains silent and, together with the CEO, are leading Lyndoch Living further and further away from what we expect as a community.

Where is the line in the sand?

Where are the consequences for failing our elderly and vulnerable? Where does the buck stop and with who?

A month ago, we gathered as a community and asked the Lyndoch board for transparency, accountability and action.

We are still waiting. There is a Lyndoch board meeting next Tuesday. It needs to put an end to this sorry chapter.

Carol Altmann – The Terrier

The Lyndoch Living hostel area has failed four out of eight national aged care standards following a spot audit in April by the aged care quality watchdog.

It’s the first time the hostel has been found to be non-compliant in multiple areas, following new standards introduced in July 2019.

This means, as of today, all three residential homes of Lyndoch Living  – the lower-needs hostel area, the high-care nursing home area (Lake Lodge and the Audrey Prider dementia wing), and May Noonan Hostel in Terang – have various breaches of the national standards.

The nursing home failed three out of eight standards last September, while May Noonan failed seven of the eight standards in July last year.

A fresh report into the nursing home is expected soon.

The latest Aged Care Quality and Safety Commission report into Lyndoch was released online on Monday, following a four-day audit of the hostel which caters for around 125 residents, and includes the new $13 million Swinton Wing and Riverside.

It found the hostel non-compliant in:

Standard 1: Consumer dignity and choice (failed one of six requirements)

Standard 2: Ongoing assessment and planning with consumers (failed two of five)

Standard 3: Personal Care and Clinical Care (failed two of seven)

Standard 8: Organisational Governance (failed two of five)

The 34-page report details a number of specific concerns, including the use of chemical and environmental constraints, a lack of consent, poor care plans, gaps in risk management and a lack of documentation in critical areas.

Several residents who were subject to environmental and chemical restraint “did not have appropriate documentation completed, nor were there risk assessments documented to guide the delivery of safe and effective care and services” to these residents.

“The service’s process to manage and minimise the use of chemical restraint is not effective,” the report says.

Although there was a “framework that provides guidance to staff in relation to restraint”, the processes also failed to identify a number of residents who were subject to chemical or environmental restraint.

As a result, “there were no authorisations or consents” and the residents “did not have behavioural support plans in place”.

The report also highlighted one incident where a resident was given an “as required” psychotropic medication by a personal care worker for being “agitated, anxious and paranoid”.

There was no record, however, as to whether the PCW had – as they must – consulted a registered nurse prior to giving this medication, or if they had tried other, non-medical methods to calm the resident.

The report found gaps in documentation meant Lyndoch could not always provide evidence of assessment and planning for potential risks to the health and well-being of hostel residents.

In one example, there was no behaviour assessment or management plan in place for a particular resident, despite numerous reports of responsive behaviours, and three incident reports of aggressive behaviour, since January this year.

More broadly, the report found residents (or their representatives) were disconnected from the care plan process, with little or no involvement.

Some had not seen their care plan, or didn’t know they could request a copy, while two residents didn’t have a care plan at all.

The report says Lyndoch has since taken steps to address the various failings, but as these changes were not in place at the time of the audit and their impact has not been fully evaluated, the “non-compliance” ratings would remain.

Interestingly, the hostel – which does not have mandated staff/resident ratios – passed Standard 7 for staffing, despite resident concerns around staff shortages.

The report says residents offered “mixed feedback” in relation to staff numbers, which “at times impacts choice and call bell response times”.

Residents said staff shortages meant “personal care is not being provided as per their preferences or not being assisted at times” while families “commented on the number of experienced staff leaving the service and how they were concerned about the impact” on residents.

The report noted “vacant shifts are covered by staff from other roles or some staff working extra hours” but made no comment on whether this was sustainable.

The commission has set out 15 recommendations for improvement as a result of the audit – you can read those at the end of the report here.

Lyndoch Living is up for re-accreditation in August, following 12-month delay due to Covid.

[Lyndoch Living has been contacted for comment and any response will be published in full.]

Carol Altmann – The Terrier

Lyndoch Living’s multi-million-dollar health clinic was due to open next month: it’s still an empty shell.

This is the three-level, 6761sq/m, $22 million (at least) health centre being built right next door to Lyndoch on Hopkins Rd.

This project will either be a white knight, or a white elephant. It could kill Lyndoch.

The whole project is a huge gamble and it’s one the board decided to take about five years ago, without any public consultation, when for the first time in Lyndoch’s history, it borrowed a bucketload of money – about $12 million – to fund this grand plan.

On top of the $12 million, Lyndoch has redirected another $10 million from its own funds (not including residential bonds, which is illegal) that would otherwise have gone toward aged care.

So that’s at least $22 million which has to be recouped by Lyndoch, plus any cost blow outs, plus interest, plus taxes, plus maintenance and repairs, before this building turns a profit.

The building was supposed to be finished by next month, or August at the latest.

As we could see during the 5 June rally, it’s nowhere near it.

And so the huge floor space – equal to about four Olympic swimming pools – is nowhere near being ready to start taking tenants.

Which brings us to the first of many questions:

What is the new finish date?

What are the inevitable extra costs due to delays and the rising cost of materials?

And – most importantly – how many tenants has Lyndoch secured for the space?

The board was hoping for a full royal flush of up to 20 GPs, a dentist, a radiologist, acute care staff, pathology, allied health services, a café, a chemist and education/training facilities.

God knows where they’re all coming from.

Perhaps Lyndoch has a secret stash of healthcare professionals tucked away that the rest of regional Victoria can’t access.

The Warrnambool Medical Clinic, which Lyndoch bought three years ago, has 14 (full and part time) GPs but those contracts recently expired, and it’s not known how many have signed up for another three years.

I’ve asked Lyndoch CEO Doreen Power and chair Sue Cassidy for comment on all of these questions, but, once again, have had no reply.

I have also not had a reply about the directorships of the medical clinic company (Lyndoch Healthcare Pty Ltd).

The company has four directors: Ms Power; Unisex Cuts hairdresser Ms Cassidy; board member and Warrnambool City Council manager Andrew Paton; and, more recently, Sue Fleming who was previously with South West Healthcare.

How were these directors chosen? Were these positions advertised? How long are they directors for?

And the big question that nobody seems to be able to answer: will they be paid?

Given the clinic is a commercial venture, (not a charity or not-for-profit), you would assume the answer is YES!

The best I could get from Mr Paton, some months ago, was that he was not being paid “for now” and that any other suggestion was “hypothetical”.

So Lyndoch continues to pretend it can do what it likes, even when the future of Lyndoch is at stake, but we are getting mighty sick of the game, and so is the new Federal Government.

As MP Anika Wells tweeted last night: “Accountability and transparency will be at the centre of all aged care reform under the Albanese Government”.

It can’t happen soon enough.

Carol Altmann – The Terrier

A week ago, hundreds of people gathered in the cold to stand up for Lyndoch Living and call upon the board to tell us what’s going on.

That call has fallen on deaf ears.

The only public comments from Lyndoch chair Sue Cassidy –  as reported by The Standard last Monday – completely side-stepped the string of concerns raised at the rally by local MPs, ex-staff and concerned members of the community.

Statements from Hon Roma Britnell, Hon Bev McArthur, Hon Dan Tehan, former Lyndoch CEO Rhys Boyle, Dr Michael McCluskey, Diane Riordon, Sandy Hockley, and one little terrier, all asked the board for one thing:

Full transparency.

The board, in response, has shrugged its shoulders and shown no sign of changing a thing.

This lack of transparency flies in the face of Lyndoch being a community asset for more than 70 years. 

And it flies in the face of Lyndoch being a registered charity that each year receives tens of millions of dollars from residents and taxpayers.

As one woman in the crowd said last week, “people sell their houses to go into Lyndoch”.

This lack of public accountability means we – the public – are being left in the dark by the board that is appointed to represent us.

So our questions remain: Why are so many Lyndoch staff leaving and going to work elsewhere in aged care?

Why are there so many shocking stories about declining residential care?

Why has Lyndoch cut off community memberships?

Is the $22 million (or whatever the cost is now) medical clinic financially sound?

Based on the report in The Standard, the only comment Ms Cassidy could offer was that the board are volunteers – which is irrelevant – and are community members – which is obvious.

The fact is that Lyndoch is now run like a private company and nobody outside of the tight, Lyndoch circle gets a look in.

The social contract between the board and the community has been completely broken.

As was made clear last Sunday, the community is agitated and people are worried.

People hold genuine concerns about Lyndoch’s financial future, its staffing, its management style, and, first and foremost, the daily care of our elderly citizens.

These concerns are based on fact: both Lyndoch Living nursing home and May Noonan Hostel in Terang are under threat of sanctions. We have no idea how these failings are being addressed and if Lyndoch is on track to be re-accredited in August.

The CEO, again in comments to The Standard, blamed the failings on tougher standards. If this is the case, why is Lyndoch the only aged care home in Warrnambool, Port Fairy, Camperdown, Mortlake and beyond to be failing?

And, as it stands, the $22 million new medical clinic is nowhere near being ready to open by next month, as planned.

This means delays, and most likely cost blowouts, but we have been told nothing.

The Lyndoch board can only ignore the community for so long.

From my standpoint, it’s now on notice.

It’s on notice from our MPs, who gave a public commitment to stand with us, and we are relying on Roma Britnell, Bev McArthur and Dan Tehan to follow through, strongly.

And it’s on notice from a groundswell of people from right across the community who are now speaking up and standing up to fight for Lyndoch, both up front and behind the scenes.

If we care about Lyndoch, we have to see this through and demand full transparency and a board that either connects with the community, or steps aside.

The future of our Lyndoch depends on it.

Carol Altmann – The Terrier

For those who couldn’t make it to the Fight4Lyndoch rally last Sunday, here are links to speeches and statements from:

Federal MP for Wannon, Dan Tehan;

Member for Western Region of Victoria, Bev McArthur;

Membership applicant Dr Michael McCluskey;

Former Lyndoch Living nurse Sandy Hockley;

Community advocate Diane Riordon.

Member for South-West Victoria Roma Britnell also gave a terrific speech, but unfortunately a hard copy was only in dot point form, so I have not included it here.

[A video of my speech is available on The Terrier Facebook page.]

I also wish to repeat the simple statement of support offered to the rally by former Lyndoch CEO Rhys Boyle.

Rhys guided Lyndoch for 20 years until his retirement in 2014:

“I support a re-evaluation of the facts to ensure that meaningful and informed decisions are being made that secure the future of Lyndoch,” he wrote.

More than 350 people turned out for the rally on Scoborio Reserve last Sunday, to stand in support of residents, their families and staff, and to hear for themselves the concerns around Lyndoch Living.

Those concerns come down to three main issues:

1. Declining residential care standards, staff shortages and staff resignations;

2.  The financial viability of Lyndoch and, in particular, the sustainability of the $22 medical clinic;

3. The cutting out of the community from Lyndoch, including the end of community/general memberships.

While we await to hear whether the Aged Care and Safety Commission will re-accredit Lyndoch in August, the community fight continues.

For while the commission can act on the first point – residential care – it doesn’t deal with the other two points.

It’s up to us, as the community which owns Lyndoch, to make sure Lyndoch remains transparent and accountable to the community.

After the enormous response to the rally on Sunday, despite the freezing morning, our resolve has only strengthened.