Kids & family

Rest homes

Updated: 07 Jun 2011
11jun-rest-home-hero

Introduction

Many rest homes are still falling short of standards.

Our analysis of 287 rest homes which have had certification audits over the last 12 months shows just 7 percent are meeting all required criteria. We've also obtained unannounced-inspection reports for 24 rest homes – and problems were found in all but 3 of the homes.

To help you evaluate different homes, download our free rest home checklist.

Ministry inspections

 

 Rest homes  Summary of inspection findings  Subsequent reports
2010/11 inspections    
Brightwater Home, Palmerston North Inspection February 2011 found inadequate short-term care planning and inadequate infection prevention and control to manage scabies outbreak. Required to implement 11 corrective actions. See full report. Ministry of Health states progress is being monitored by district health board.
Karina Rest Home, Palmerston North Inspection October 2010 found inadequate staff competency and training, inadequate care planning and complaints management. Required to implement 25 corrective actions. See full report. Ministry of Health states home is in the process of being sold and progress is being monitored by district health board.
 
Lyndswood Rest Home, Wellington Inspection October 2010 following complaint about care. Complaint largely unsubstantiated but inspection found inadequate assessment of a resident following the prescription of psychotropic medications, and shortfalls in  record keeping. Required to implement seven corrective actions. See full report. Ministry of Health states progress is being monitored by district health board.
Malvina Major Retirement Village, Wellington Inspection August 2010 following complaint about care. Found complaint unsubstantiated. See full report. No subsequent audit of this facility.
Metlifecare Coastal Villas, Paraparaumu Inspection February 2011 found inadequate  management of pressure ulcers, medication given to a resident without a prescription chart, lack of dressings and other equipment. Required to implement 16 corrective actions. See full report.   Ministry of Health states progress is being monitored by district health board.
Norfolk Lodge, Waitara Inspection September 2010 following complaint about care. Found complaint unsubstantiated. See full report. No subsequent audit of this facility.
Ons Dorp Care Centre, Auckland Inspection May 2010 found inadequate management of staff, insufficient planning and delivery of services, under-reporting of adverse events, and poor governance. Required to implement 27 corrective actions. See full report.  Re-certification audit in 2010 found significant number of shortfalls. Certification period set at one year. New manager has been apopinted and results of 2011 surveillance audit pending.
Lindsay Unit, Ross Home and Hospital (Presbyterian Support Otago), Dunedin Inspection December 2010 found potentially serious shortcomings in care planning, lack of training to manage pressure ulcers, and inadequate adverse event reporting. Required to implement 21 corrective actions. See full report.  Ministry of Health states progress is being monitored closely by district health board and ministry. Results of 2011 surveillance audit pending.
St Andrews Village, Auckland Inspection October 2010 found resident received critical injuries due to a breach of handling protocols; the event was the third in a series of fall injuries sustained by the resident. Required to implement six corrective actions. See full report. Ministry of Health states all corrective actions have been made.
Summerset by the Park, Manukau City Inspection July 2010 found inadequate complaints management, inadequate care planning, and gaps in staff training. Required to implement 16 corrective actions. See full report. Ministry of Health states some corrective actions have been completed. Progress is being monitored by district health board.
West Harbour Gardens Residental Care (Terra Nova Homes), Auckland Inspection June 2010 found inadequate complaints management, no recorded staff education on challenging behaviour, and no evidence of family involvement in care planning. Required to implement four corrective actions. See full report. Ministry of Health states all corrective actions have been made.
Whangaroa Health Services Trust, Kaeo Inspection March 2010 following complaint about care. Found complaint unsubstantiated. See full report. No subsequent audit of this facility.
2009 inspections    
Eastcare Residential Home, Hamilton Inspection June 2009 found shortfalls in residents' care associated with inadequate staffing and care planning. Inspectors reported the facility was cold and there was a strong smell of urine throughout the home. Required to implement 21 corrective actions. See full report. Re-certification audit in March 2010 found shortfalls in meeting low-risk criteria in four standards (consumer rights, organisational management, service delivery, and safe and appropriate environment).
Huntleigh Home, Wellington Inspection November 2009 found some deficiencies in service delivery, lack of cleanliness and there appeared to be inadequate staff training. Required to implement 13 corrective actions. See full report. Re-certification audit in May 2010 found shortfalls in meeting moderate to high-risk criteria in four standards (consumer rights, organisational management, service delivery, and safe and appropriate environment).
Jervois Private Hospital (Terra Nova Homes), Auckland Inspection November 2009 found facility had not provided registered-nurse cover for all duties and caregiver absences were not always filled. Required to implement two corrective actions. See full report. Re-certification audit in March 2010 found shortfalls in meeting moderate to high-risk criteria in three standards (organisational management, service delivery, and safe and appropriate environment) and low-risk criteria in restraint standard. Results of 2011 surveillance audit pending.
Johnsonvale Home, Wellington Inspection September 2009 found instances of abuse of residents by other residents, inadequate assessment of some residents' needs, and extremely high fall rate. Required to implement 44 corrective actions. See full report. Re-certification audit in July 2010 found shortfalls in meeting moderate to high-risk criteria in two standards (service delivery, and safe and appropriate environment) and low-risk criteria in the consumer rights and restraint standards.
Kimihia Home and Hospital, Huntly Inspection March 2009 found physical abuse occuring between residents and significant shortfalls in standards of care. Required to implement 25 corrective actions. See full report.  Re-certification audit in December 2009 found minor shortfalls in meeting criteria in four standards (consumer rights, organisational management, service delivery, and infection prevention and control).
Kintala Lodge Rest Home, Hamilton Inspection November 2009 following complaint from medical centre about care. Found deficiencies in review and evaluation of care plans and complaints management. Required to implement 10 corrective actions. See full report. Re-certification audit in July 2010 found shortfalls in meeting low-risk criteria in service delivery standard.
Norfolk Court Rest Home, Dargaville Inspection March 2009 found significant shortfalls in care including abuse between residents, short staffing and poor infection control processes. Required to implement 27 corrective actions. See full report. Surveillance audit in October 2010 found over 30 areas requiring improvement including staff training and complaints management. Results of 2011 re-certification audit pending.
Regency Home and Hospital, Auckland Inspection August 2009 found home did not reduce the risk of potential harm for resident with high risk of falls and resident with mental health problems. See full report. Re-certification audit in July 2010 found infection prevention and control standard was not being met (since remedied); shortfalls in meeting moderate to critical-risk criteria in three standards (organisational management, service delivery, and restraint) and low-risk criteria in the consumer rights standard.
Rossmore Rest Home, Auckland Inspection January 2009 found significant issues of concern with service delivery, including inadequate staff training. Required to implement 15 corrective actions. See full report. Re-certification audit in October 2010 found shortfalls in meeting moderate to critical-risk criteria in three standards (consumer rights, organisational management, and safe and appropriate environment) and low-risk criteria in the service delivery and infection standards.
Tui House, Auckland Inspection February 2009 following complaint from ACC relating to wrong medication given to resident. Report states Ministry of Health is satisfied with corrective actions taken. See full report. No subsequent audit of this facility.
Village at the Park, Wellington Inspection November 2009 found dementia wing routinely staffed by untrained caregivers and residents' care not adequately managed. Required to implement 14 corrective actions. See full report. Re-certification audit in March 2011 found shortfalls in meeting moderate to critical-risk criteria in four standards (organisational management, service delivery, safe and appropriate environment, and restraint) and low-risk criteria in the consumer rights and infection standards.
Wattle Downs Rest Home, Whanganui Inspection February 2009 found unacceptable levels of care, insufficient caregiver training and unsafe medicine management. Required to implement 21 corrective actions. See full report. Surveillance audit in October 2010 found 22 areas requiring improvement.

 

List of homes investigated

We are compiling a list of rest homes which have had complaints investigated by the Health and Disability Commissioner, Ministry of Health, a district health board or coroner.

Our table shows the homes we currently have information about. To tell us about other homes, please contact us.

Facility Owned by Investigated by Date/s of investigation Findings/link to report
2011 investigations        
Brightwater Home, Palmerston North Presbyterian Support Central Ministry of Health February 2011 See our report.
Metlifecare Coastal Villas, Paraparaumu Metlifecare Limited Ministry of Health February 2011 See our report.
2010 investigations        
Forrest Hill Continuing Care Complex Forrest Hill Retirement Home Ministry of Health January 2010 See our news item.
Karina Rest Home, Palmerston North In process of being sold Ministry of Health October 2010 See our report.
Lyndswood Rest Home, Wellington Bernadette Enterprise Ministry of Health October 2010 See our report.
Ons Dorp Care Centre, Auckland Dutch Village Trust Ministry of Health May 2010 See our report.
Lindsay Unit, Ross Home and Hospital, Dunedin Presbyterian Support Services Otago Ministry of Health December 2010 See our report.
St Andrews Village, Auckland Auckland Presbyterian Hospital Trustees Ministry of Health October 2010 See our report. See also Health and Disability Commissioner report.
Summerset by the Park, Manukau City Summerset Care Ministry of Health July 2010 See our report.
West Harbour Gardens Residental Care, Auckland Terra Nova Homes Ministry of Health June 2010 See our report.
2009 investigations        
Alexandra Rest Home, Wellington - inquest into resident's death Village at the Park Lifecare (operator at time of death) Coroner Garry Evans Coroner's report issued March 2009 Delay of resident's treatment linked to inadequate staffing.
Eastcare Residential Home, Hamilton Kaylex Care Ministry of Health June 2009 See our report.
Huntleigh Home, Wellington Presbyterian Support Central Ministry of Health November 2009 See our report.
Jervois Private Hospital, Auckland Terra Nova Homes Ministry of Health November 2009 See our report.
Johnsonvale Home, Wellington Johnsonvale Home Trust Ministry of Health September 2009 See our report.
Kimihia Home and Hospital, Huntly North Waikato Care of the Aged Trust Ministry of Health March 2009 See our report.
Kintala Lodge Rest Home, Hamilton  Liberty 2000 Ministry of Health November 2009 See our report.
Norfolk Court Rest Home, Dargaville Norfolk Court Rest Home Ministry of Health March 2009 See our report. See also Health and Disability Commissioner report.
Norman Kirk Rest Home, Upper Hutt - inquest into resident's death Oceania Care Coroner Garry Evans Coroner's report issued December 2009 Injuries sustained by resident linked to inadequate staffing.
Regency Home and Hospital, Auckland Bosnyak Lifecare Management Ministry of Health August 2009 See our report.
Rose A Lea Rest Home, Palmerston North J & B Wenmouth MidCentral District Health Board Closed by DHB, November 2009  www.midcentraldhb.govt.nz
Rossmore Rest Home, Auckland Happy Rain Ministry of Health January 2009 See our report.
Tui House, Auckland Tui House Ministry of Health February 2009  See our report.
Village at the Park, Wellington  Village at the Park Care Ministry of Health November 2009 See our report.
Wattle Downs Rest Home, Whanganui Wattle Downs Holdings Ministry of Health February 2009 See our report.
2008 investigations        
Belhaven Rest Home, Auckland Belhaven Limited Ministry of Health Closed by Ministry, July 2008  
Edmund Hillary Retirement Village, Auckland Ryman Healthcare Ministry of Health October 2008 See our August 2009 report. See also Health and Disability Commissioner report.
Manurewa Private Rest Home and Hospital, Auckland Ultimate Care Group Ministry of Health August 2008 See our October 2009 report.
Summerset Care, Upper Hutt Summerset Care Ministry of Health  November 2008 See our August 2009 report. See also Health and Disability Commissioner report.
Villa Gardens Home and Hospital, Christchurch Oceania Care Group Health and Disability Commissioner October 2008 (two investigations) See the Health and Disability Commissioner reports: report one; report two.
2007 investigations        
Lester Heights Hospital, Whangarei Radius Residential Care Ministry of Health May 2007 & December 2007 See our October 2009 report.
Oakhaven Hospital, Whangarei Radius Residential Care Ministry of Health May 2007 & December 2007 See our October 2009 report.
Potter Home, Whangarei Radius Residential Care Ministry of Health May 2007 & December 2007 See our October 2009 report.

 

Checklist

Our checklist below will help you evaluate different rest homes and narrow down what's most important to you.

It's in a printer-friendly PDF format, so you can print it and take it with you when you visit each rest home. It will help you remember the details that could make a difference.

Click below to download and display the document.

About PDFs
The checklist is presented as a PDF document. To view this document you will need Adobe Acrobat Reader software installed on your computer. If you don't have this software, it is available free from Adobe.

Complaints

Confusingly, there are three agencies with the power to investigate complaints about rest homes:

  • District health boards (DHBs): DHBs distribute public funding to rest homes. Under the terms of funding contracts, they can act on complaints and investigate any rest home to ensure it’s providing a safe service.
  • Ministry of Health: The Health and Disability Services (Safety) Act gives the ministry the power to enter and inspect any rest home to assess whether health care services are being provided in a safe and satisfactory manner.
  • Health and Disability Commissioner: The commissioner has the power to investigate complaints about the provision of a health or disability service to a rest-home resident. Commissioner Ron Paterson’s 2008 briefing to the incoming government stated that concerns about rest-home care were prominent.

Advocacy service

The Health and Disability Advocacy Service is also available to anyone with a concern about a rest home (or any other health or disability provider). It doesn’t have powers to investigate complaints: its role is to support consumers, as well as those acting on their behalf, in resolving problems. 

 

More information

More from consumer.org.nz

 

Report by Jessica Wilson.