Community Fury Over Alleged Aged Care Neglect

Image: Travis Miller and Jessica Taylor have rallied behind Westminster Lodge, a retirement village experiencing numerous instances of neglect. Photo credit: Sam Gillespie

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A Facebook post requesting the loan of a barbecue for Christmas has uncovered a distressing case of alleged neglect in a Mackay aged care rental village.

Elvira Bates posted in Facebook group Mackay Noticeboard requesting the use of a barbecue for Christmas, saying “as our kitchen/dining room has been closed for months now, residents that have no family or are unable to travel Christmas day, will not have a Christmas meal.”

The post garnered hundreds of comments of shock and support and drove many locals to assist including Travis Miller and Jessica Taylor.

“We are just complete strangers, came here concerned about the barbecue, but coming here, it was just crazy, what they’re actually going through,” said Mr Miller.

“We saw it was a bigger picture than it actually was,” added Ms Taylor.

Westminster Lodge is an aged care rental village home to 37 residents aged between their mid-60s and mid-90s.

A meal service was provided as part of the residents’ rent, with three meals being served a day in a communal kitchen, dining and recreation space.

This meal service ceased in September and residents were given 24 hours’ notice that they would be left to fend for themselves.

Each room is equipped with a kitchenette that includes a microwave, mini fridge, toaster and kettle, which the Westminster Lodge Manager said is enough for residents to be self-sufficient.

“It’s an independent living village,” she said.

“They have one dining room, one lounge, a little kitchenette, a bar fridge, microwave – it’s a village, not a nursing home.”

Management of the village changed hands in April 2022 and the manager said at the time, all residents would eat the provided meals.

The number of residents eating the provided meals had dropped to around 20, which she said is why she ceased the service.

“As a business, if we don’t have enough people, we can’t run it, unless people want to pay more money,” she said.

“I want to look after them, but the payment would have to go up for the food.”

The manager went on to say the microwave meals some residents have been forced to eat since the kitchen closure would be “much better” than what was being served.

“Our food, it’s the same every week, repeat and repeat, it’s a bore,” she said.

“That’s why I say, okay, we’ll close and find a solution.

“It’s a business; I’m just a manager.

“The cooking is my commercial activity, not a charity.”

The management of Westminster Lodge has since been listed for sale on Gumtree, the manager saying she’s “sick of it”.

“Maybe someone who buys can do it, let them do it,” she said.

“I don’t want to stop it, it’s my income.”

Since the meal service stopped, the residents’ rent has been adjusted, but many issues remain.

Residents are not permitted to use the common kitchen, and, despite the manager’s claims, Ms Taylor said their rooms are insufficiently equipped.

“The rooms are not catered for cooking at all,” said Ms Taylor.

“When they shut it down, they were left to fend for themselves.”

Last week, volunteers saw to the repair and restoration of the “run down” facilities including fridge and freezer seals, air conditioning, gas supply, fire extinguishers and smoke alarms, security cameras and hot water.

There are two emergency phones on the premises, both of which have reportedly been disconnected.

Faulty chairlifts and poor lighting make it difficult for residents, visitors and emergency services to access the village.

Maintenance of the village and the apartments has largely been left the responsibility of residents and, more recently, volunteers with a reported lack of communication between the manager and body corporate.

Additionally, without their daily meals in the common room, residents lost their routine interactions with other residents with many opting to stay in their rooms.

“They don’t utilise this area anymore,” said Mr Miller.

“No one’s bonding … they’re not mingling, there’s no dinner here so there’s none of that time to come in, have a feed and mingle with other residents.”

To address this, Ms Taylor and Mr Miller hosted a dinner in the common room for the residents, a gesture that was met with tears of appreciation from some residents.

“That dining room was full,” said Ms Taylor.

“There was laughter … and it was nice, it was happy.”

The dinner was cut short, however, as Ms Liu reportedly “stormed into the dining room” and “ordered everyone out of the kitchen.”

“As soon as (the manager) turned up and walked in, 90% of (residents) got up and walked out, they were just too frightened,” said Ms Taylor.

The village’s locks have since been changed to prohibit residents and volunteers access to the common area.

The son of a Westminster Lodge resident, Mark Alterator, and his wife Suzie Penny were made aware of the issues at Westminster Lodge prior to the ceasing of the food service.

“Everyone keeps going on about the kitchen and the food, that’s only a very small part of what’s going on here,” said Ms Penny.

Mr Alterator and Ms Penny contacted Member for Mirani Stephen Andrew who spoke to the Lodge’s body corporate, managed by body corporate management company Whittles Group, who plan on taking legal action against the manager.

“Even though it’s out of my patch, the welfare of the people of Queensland is still my remit,” said Mr Andrews.

“These people need to have a manager that has actually got to stand by the contract that she actually signed, they need to go back to a normal subsistence of life so they can interact with each other, they can have their daily meals, three meals a day.

“They’re issuing a notice of breach.”

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