read pdf version

Quotable Quotes from Families and Government MLAs


From February to July 2006, twenty-two families offered CITIZEN WATCH their stories
of a loved one's experience in a continuing care facility in Alberta for review and
analysis.1The following pages feature some insightful quotes from those stories. The
pages also include quotes from government MLAs found in press articles, news
releases and the Alberta Hansard.

These side-by-side statements are meant to illustrate the persistent troubling gap
between what government officials think and say about continuing care, and what
families of care recipients observe, experience and say.

They are also meant to inspire discussion about the reasons behind the
government's side of the story, what this means for future generations of frail
Albertans, their families and front-line workers, and what the citizens of this province
can do to effect change.

To offer your point of view on this important issue, please write:
perspectives@continuingcarewatch.com



>>> Scroll down to next page for quotes.

















1 The term continuing care facility is used broadly to refer to traditional long-term care centres such
as nursing homes and auxiliary hospitals as well as assisted and supportive living settings (including
personal care/group homes and enhanced lodges) which now substitute for traditional care centres.

1






Premier Ralph Klein

The Honourable Iris Evans

MLA Calgary-Elbow
Minister of Health & Wellness


"I don't think that we're

"I think the steps we are

neglecting our seniors.
taking go a long way to

Overall, I think the system
improving the quality of care

is good, but if it needs to be
for residents."
improved, we'll find ways to improve it."



February 23, 2006 News Release
CBC News May 10, 2005



---------------------------------------------------------------------------------------------------------------------------------------

Comments from Families and Friends of Loved Ones in Continuing Care Facilities

"My husband's need for palliative care and pain management put an added strain on the
understaffed facility. There was one registered nurse on duty from 11pm to 7am for 120
beds in 3 or 4 units. On one of the nights I stayed with my husband, three residents had to
be transported to hospital - one for a fall resulting in a broken hip, one for congestive heart
failure, and my husband because staff were unable to replace a catheter. I can't imagine
how overworked the RN was that night and probably many other nights and days as well.

On the bulletin board of the nursing home is a sign concerning reporting abuse of seniors. I
felt at the time that the very system that is supposed to prevent abuse was in fact causing
abuse by failing to provide an appropriate level of care."
-----------------------------------------------------------------

"We haven't seen any increase in the care hours and staffing. In fact, there seems to be a
drastic decrease in the care level of our loved one. He often has to remind staff that his
gastrointestinal feed hasn't been given. This is because there are often only two workers to
15+ residents. When a caregiver calls in sick or goes home sick, there is no replacement."
-----------------------------------------------------------------

"It was disturbing to see such substandard care. It was clear to me this centre was incapable
of caring for someone with my friend's level of need. I knew I had to get her out of there
before they caused her death. I realized she had little time left and I wanted her to live it
safely and with dignity."
------------------------------------------------------------------

"As the ratio of caregiver to patient is approximately 1 to 12-14, the care is really
substandard. We have hired private companions (at an added cost of $1600 per month) to
try to ensure my father gets the minimum of care. When his companions are there, it is a
struggle for them to get the staff to provide minimum care. At least five times in the last two
weeks, either the private companions or our family have found my father soaked in urine
and covered in dried feces. The excuse we get from the supervisor is that they are short-
staffed due to sickness and are having difficulty hiring people."
-----------------------------------------------------------------

"It has gotten to the point where staff must use paper towels on the residents' buttocks when
the resident does not have the funds to buy the appropriate products. I wonder how Mr.
Klein or Ms. Evans would feel if their loved one was receiving similar treatment."

2





The Honourable Yvonne Fritz
Len Webber


Minister of Seniors and

MLA Calgary-Foothills

Community Support



Co-Chair, Taskforce on

MLA Calgary-Cross
Continuing Care




"I had the opportunity to go with the Minister "I am proud to say that the government
of Health and Wellness throughout the

has improved the continuing care
province and view a number of facilities.
system in many ways through numerous
We did have a good day viewing those

responses to the recommendations in the
facilities. We truly know how those

Report of the Auditor General on Seniors
facilities are offering great care."

Care and Programs ... This shows that



the processes set up to govern Alberta

Alberta Hansard May 10, 2005

are working, and, as a result, Albertans

are being well served."









Alberta Hansard April 3, 2006

---------------------------------------------------------------------------------------------------------------------------------------

Comments from Families and Friends of Individuals in Continuing Care Facilities

"We've written letters to MLAs and other government officials, lodged complaints and
concerns with Administration, but we feel we're fighting a losing battle. We had hopes when
the MLA Task Force was formed, but strongly suspect there'll be little change - and any
change that does occur will probably not be to the benefit of residents."
------------------------------------------------------------------

"One morning I received a phone call from the facility advising that my mother had an
accident. Upon my arrival and after observing multiple bruises on my mother's knees,
shoulders, chest, arms, and face, I became very concerned. I was even more concerned to
learn that none of the staff I talked to had any idea how these injuries happened. Being
concerned for my mother's safety, I moved her to another facility."
------------------------------------------------------------------

"The situation is very unsatisfactory in the dementia unit where residents are left
unsupervised for long periods of time, especially at bedtime. While two staff members are
getting residents ready for bed, no one is available to supervise the others. During the day,
none of the residents are allowed to go outside ­ again, because of staff shortages there
isn't enough staff to supervise them."
------------------------------------------------------------------

"I don't wish my husband to move back into an institution where there was one bath a week.
This home is a wonderful setting but lacks qualified workers. I am never sure if there will be
enough staff there to monitor the residents, let along take care of them. This is a huge
concern, and I am wondering where to turn to."
-------------------------------------------------------------------
"One day I'll walk in and there will be two staff plus a nurse. One staff member goes for
lunch which is around 11:30 or 12:00 o'clock. That leaves one staff on the floor to get 26
residents ready for lunch which is at 12:30. Some of them are still in bed."

3



Ray Prins

Dr. Neil Brown


MLA Lacombe-Ponoka
MLA Calgary- Nose Hill



Co-Chair, Taskforce on
"I have visited a number of

Continuing Care

long-term care facilities and


seniors' lodges in my


"The care that the seniors are getting
riding. The quality of accommodation
is very good. I would say that in 100 per
and care is very high, and not only that,
cent of the homes I have visited, the

there is a feeling of community in those

people are being well looked after."

establishments, a real feeling of belonging,



that this is a home for those people."


Alberta Hansard May 10, 2005



"I want to say that the Alberta
"Albertans from communities spanning
government certainly has shown by its
the entire province shared their insights,
record that it holds those priorities of
experiences, and knowledge with the

seniors to be very high on its agenda."
task force. We were told time and time
again that overall the system is quite
Alberta Hansard, May 10, 2005
sound."


Alberta Hansard March 20, 2006



---------------------------------------------------------------------------------------------------------------------------------------

Comments from Families and Friends of Individuals in Continuing Care Facilities

"There were generally too few attendants in the dining room when I was there at mealtime,
and on a few occasions there were none at all. Sometimes there were no attendants on
Mom's floor, although I had been told by the CEO that the ratio of care attendant to resident
was quite good. I saw nothing at all to bear out that claim. In fact, this facility was one of the
emptiest looking institutional places I have ever seen."
-----------------------------------------------------------------

"Over three months, my friend went from sitting up in her wheelchair for hours to being
unable to hold herself up. She was left in bed for days."
-----------------------------------------------------------

"About six months after Mom's admission, I knew she wasn't well. I requested the physician
see her. Whether he ever did see her or just changed her meds over the phone, I don't
know. This was the impression I got from the nurse I talked to twelve days later. By this time,
Mom was so bad, I asked the Care Manager how bad my Mom had to get before she was
sent to the hospital. She was so full of fluids I could not believe how she looked. She was on
oxygen and struggling for every breath. Finally, Mom was admitted to the hospital. The
facility didn't inform us she had been hospitalized until the next morning. I live 1 ½ hours
away ­ she could have died alone."
----------------------------------------------------------

"My Dad spent 67 days in this facility and it was the worst two months of our lives. I will be a
long time forgiving myself for not standing up for him more. He was totally unable to
advocate for himself, and I failed him. The nursing staff failed him. The health care system
failed him. What he died of was neglect."

4






Rev. Tony Abbott


George Vanderburg


MLA Drayton Valley-Calmar
MLA Whitecourt-


Ste. Anne


"People are literally trying

anything to get into these

"I have complete


facilities. There are long

confidence in our


waiting lists because

facilities in Whitecourt
people want to live there. If things were
Ste. Anne. The residents are safe
bad, if the facilities were not good, if the

and well cared for."
care was not adequate, then there would

not any be any waiting lists."

Alberta Hansard, May 10, 2005




Alberta Hansard, May 10, 2005

-------------------------------------------------------------------------------------------------------------------------

Comments from Families and Friends of Individuals in Continuing Care Facilities

"One thing I quickly learned was that it did little good to call on the buzzer because the
nurses were often nowhere to be found and care attendants were usually elsewhere as
well."
------------------------------------------------------------------

"My daughter found her grandfather lying in his bed with his intravenous pole across his
neck and his catheter tube pulled out. This left her to wonder how long he would have been
left in that condition had she not been there to notify staff."
------------------------------------------------------------------

"The facility does not have enough staff to help the residents, and there is not enough for
the residents to do. The food is substandard, and the heating system is all wrong ­ some
patients are too hot and others freeze. They say there is nothing they can do about it. I have
complained to the Health Region as well as the Director of this facility and nothing seems to
change. I have had a meeting with the food staff, and nothing really helps. I don't know
where to turn next."
-------------------------------------------------------------------

"My father's mouth and tongue were covered in sores which explained why he wasn't eating.
I was told to bring some salve for his mouth, and that they would supply him with it until I
brought my own. I asked why no doctor had examined him that day. The nurse assured me
the doctor had, but upon looking at the records, admitted no one had seen my Dad."
------------------------------------------------------------------

"We are concerned that if we make too many waves at the home, the care will decline even
further or our father will become a target to get back at the family."
-----------------------------------------------------------------

"The number of incidents I witnessed was frightening. I know that many incidents have not
been documented because the underlying fear of losing a job has kept staff from reporting
issues."



5





Hector Goudrea

Len Mitzel

MLA Dunvegan-

MLA Cypress-

Central Peace

Medicine Hat



"Most residents of
Chair, Health Facilities


long-term care

Review Committee

facilities receive

excellent health

"There are currently (a number of bodies) who
care thanks to the hard work and
help monitor quality of care and treatment
compassion of staff."

such as the Health Facilities Review Committee

and the protection for persons in care office.

Alberta Hansard May 10, 2005
It's been said that these groups have no


teeth, but that's not necessarily the case."



Alberta Hansard, March 20, 2006

--------------------------------------------------------------------------------------------------------------------------

Comments from Families and Friends of Individuals in Continuing Care Facilities

"The error in the drug dosage given to my mother was an oversight on the part of everyone
involved ­ her doctor, the pharmacist, nursing staff at the facility."

"We slept on the floor of our Mom's hospital room for several days because she was in
critical condition and we wouldn't leave her side. She was passing blood and tissue in her
stool, her mouth was a mass of ulcerated flesh, and she was in a coma-like state. We
almost lost her."
------------------------------------------------------------

"It has taken me three months to sit down and try to put into words my heartbreak over the
care my Mom received in the last 8 months of her life. As I write this, my tears fall freely as
they have done so very often. I feel I let my Mom down. I should have been more adamant
with medical personnel about her care and treatment. I feel I should have done more, but
then I know her caregivers should have been the ones to do this on my behalf. They should
have cared for her as I would have had I been there."
------------------------------------------------------------

"When I notified a staff worker one day about a patient who was walking down the hallway,
defecating as he went, with his hands literally full of feces, she replied, `Where's Ralph Klein
when you need him.' Where indeed."
-----------------------------------------------------------------

"In my opinion, this centre was in crisis when my friend was there. I consider this facility to
be unsafe for residents who require a high level of care. A resident who is unable to feed,
toilet, move around or speak for themselves is at risk in this centre."
-----------------------------------------------------------
"I have many unanswered questions about the events leading to my father's death. I want to
know how this can happen in this wealthy province. Seniors who built this province are
receiving substandard, inhuman care all over the province, it seems. Short staffed, short
tempered, short on compassion, short on nurses, short on doctors, short on everything."

6