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Rest home investigations

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.

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

For more information about rest homes see our main rest homes report.

Recent investigations

Facility Owned byInvestigated by Date of inspection FindingsFull report
Annaliese Haven Rest Home, Kaiapoi Elsdon Enterprises Ministry of HealthFeburary 2016 Inspection found the home didn't fully comply with 12 expected standards. It was required to implement 12 corrective actions including ensuring staffing levels were adequate to meet residents' needs, reviewing care plans within expected timeframes, notifying families of resident incidents and acknowledging complaints.
Granger House Rest Home and Richard Seddon Hospital, and Kowhai Manor, Greymouth Kiwiannia Care Ministry of HealthSeptember 2015 Inspection found the facilities didn’t fully comply with 13 standards. The owner was required to implement 19 corrective actions including employing a qualified manger, reviewing staffing levels, ensuring care plans were accurate and reflected residents needs, and providing adequate supplies (including wound care supplies and linen). Kowhai Manor was closed by the Ministry of Health in March 2017. Kiwiannia Care is in receivership.
Huntleigh Home, WellingtonPresbytarian Support Central Ministry of HealthAugust 2016 Inspection found the home didn't provide care requested by a resident and her privacy wasn't respected. It was required to implement five corrective actions relating to residents' rights, complaints management and care planning.
Radius Elloughton Gardens, Timaru Radius Residential Care Ministry of HealthNovember 2016 Inspection found the home didn't fully comply with 2 standards. It was required to implement 2 corrective actions to ensure the complaints register was completed and medication administration complied with requirements.
Radius Heatherlea Care Centre, New Plymouth Radius Residential Care Ministry of HealthMay 2015 Inspection found the home didn't fully comply with 2 standards. It was required to implement 2 corrective actions to ensure care assessments and clinical reviews of adverse events were completed promptly. For 9 of 17 adverse event reports, there was evidence of consisiderable delays in clinical review.

Older investigations

Facility[sort;width=15%]Owner at time of investigation[sort;width=15%]Investigated by[sort;width=15%]Date/s of investigationFindingsFull report[width=15%]Date/s of investigation[sort;desc;hidden]
Carrington Rest Home, New Plymouth (closed 2012)Beta PacificaDeputy Health and Disability Commissioner Report finalised June 2014Investigation found the home failed to provide services with reasonable care and skill to an elderly woman. Monitoring of the woman’s vital signs and condition by an inexperienced graduate nurse was found to be inadequate. The woman’s health deteriorated over a nine day period. She was admitted to hospital on the 10th day but died three days later. The investigation criticised the home for assigning the nurse too much responsibility and failing to provide clinical supervision. 90
Elizabeth R Rest Home and Hospital, StratfordBupa Ministry of Health Report finalised December 2013Inspection December 2013 found an elderly male resident was strapped to a chair because the facility was short-staffed. The man had skin wounds which medical notes indicated may have been caused by his skin rubbing against the strap used to restrain him. Antibiotics were prescribed to treat one wound which had become infected. The inspection found staffing levels at the home were inadequate and the staffing policy wasn’t being followed. The home was also failing to adhere to its policy on using restraints. 84
Fairview Care, Albany Fairview CareDeputy Health and Disability Commissioner Report finalised April 2014Investigation found deficiencies in care provided to a 95-year-old woman. The woman lost 10 percent of her weight over a six-month period but the home did little to investigate the weight loss and later postponed a scheduled review by the GP. Before she was seen by the GP, her condition deteriorated and she was admitted to hospital where she was diagnosed with pneumonia. 88
Orewa Secure Care, Orewa Orewa Secure CareMinistry of Health Report finalised January 2014Inspection January 2014 following an anonymous complaint about care provided to a male resident. The inspection found the home had failed to record observations of the man after a fall. The incident form stated only that “observations had been normal”. Fourteen corrective actions were required. 85
Home of St Barnabas, Dunedin Home of St Barnabas Trust Ministry of Health Report finalised January 2014Inspection January 2014 substantiated a complaint that a resident was not checked for five hours after she had a fall. The inspection also found a resident with dementia had been found wandering in the streets on two occasions. Eleven corrective actions were required.85
The Willows Home and Hospital, Auckland The Willows Rest Home Deputy Health and Disability Commissioner Report finalised June 2014Investigation found the home provided a poor standard of care to an 86-year-old woman. Changes in the woman's health condition weren't adequately monitored, and her personal care and hygiene wasn't maintained to an acceptable standard. She had suffered a suspected mini-stroke, a number of falls, swallowing difficulties and rapid weight loss. 90
Metlifecare Wairarapa, MastertonMetlifecareDeputy Health and Disability CommissionerReport finalised February 2014Investigation found repeated failures by staff to provide care to an elderly man. His weight and hydration levels weren't adequately monitored, and wound care was poorly coordinated. His wounds had become necrotic. The man was also assessed as having a high risk for falls but there was no plan to manage this risk. The investigation found the home failed to ensure there was adequate clinical oversight or orientation for its staff, or that staff complied with policies.86
Middlepark Rest Home and Village, ChristchurchOceania CareDeputy Health and Disability CommissionerReport finalised January 2014Investigation found the home failed to provide appropriate treatment to an elderly woman when she developed an infection. The woman was in significant pain by the time she was admitted to hospital. She died shortly afterwards. The investigation found the home and three registered nurses at the facility had breached the Code of Consumers' Rights.85
Aranui Home and Hospital, AucklandAranui Home and Hospital LimitedMinistry of HealthJanuary 2013Inspection January 2013 found residents weren't receiving adequate care and staff were rostered to fill shifts when they weren't skilled or qualified to perform required duties. Also found there was "little or no evidence" of any significant progress in remedying shortfalls identified by the previous audit.73
Cedar Manor Rest Home and Hospital, TaurangaBupa CareMinistry of HealthApril 2013Inspection April 2013 following complaint about care. Nine of 11 allegations were not substantiated at the inspection. Two issues relating to personal hygiene, and evaluation of the effect of medication changes were partially substantiated.75
Edmund Hillary Retirement Village, AucklandRyman HealthcareHealth and Disability CommissionerReport finalised June 2013Investigation found inadequate care provided to an elderly woman. Staff failed to properly assess a pressure ulcer, which gradually worsened and resulted in the woman being urgently referred to hospital for treatment. The home also failed to monitor the woman’s nutritional status. She later died after being admitted to hospital.78
Elmwood House, NapierElmwood House PartnershipMinistry of Health August 2013Inspection August 2013 following complaint about care. Found all but two aspects of the complaint were substantiated including that a resident sustained an unexplained head injury and was not seen by a GP in a timely manner, residents were left unsupervised and some were tied to chairs.80
Killarney Rest Home, TaurangaKillarney Rest Home (2009) Ltd. Operation of the home was taken over by NNNM Enterprises in June 2013.Deputy Health and Disability CommissionerReport finalised November 2013Investigation found home provided "very poor" care to an elderly woman who had advanced dementia. The woman suffered several falls at the home. She was left for nearly a week with a fractured hip and in considerable pain. The investigation found the home failed to complete admission documentation, a care plan or a falls risk assessment.83
Kintala Lodge, HamiltonLiberty 2000Ministry of HealthMarch 2013Inspection March 2013 following complaint about care. Aspects of the complaint relating to falls, unexplained injuries, and management of weight loss were substantiated.

Report from 2009 inspection
75
Malvina Major Retirement Village, WellingtonRyman HealthcareMinistry of Health July 2013Inspection following complaint by a resident’s daughter that her mother was left covered in faeces.  Inspection found the facility was failing to fully meet required rest home standards and was required to implement corrective actions.79
Marinoto Rest Home, InglewoodJennifer Margaret PrattMinistry of Health May 2013Inspection May 2013 following complaint about care provided to a resident. All aspects of the complaint were substantiated including that the resident wasn't checked by a GP after falling and sustaining a head injury, and was vomiting and distressed throughout the day but received no medical assessment or appropriate monitoring.77
New Vista Rest Home, WanganuiNew Vista Rest Home Deputy Health and Disability Commissioner Report finalised October 2013Investigation found home failed to provide services with reasonable care and skill to a woman resident. Poor oversight and lack of communication meant the woman was left without her medication for a weekend. She was admitted to hospital after her legs became oedematous (swollen from excessive watery fluid) and had fluid oozing from them. The investigation found “sub-optimal” care was provided in several areas and the home had failed to meet its responsibilities to the woman.82
Radius St Joans Hospital, AucklandRadius Residential Care Deputy Health and Disability CommissionerReport finalised November 2013Investigation found staff failed to provide services with reasonable care and skill to a woman resident. The woman developed a pressure ulcer which failed to heal, and became infected and necrotic. She was admitted to hospital with a high fever and in renal failure. She died of sepsis secondary to the pressure ulcer. The investigation found the home was vicariously liable for the clinical failures of staff and had also failed to ensure staff were adequately oriented to, and supported in, their roles.83
Ross Home and Hospital, DunedinPresbyterian Support Otago Deputy Health and Disability Commissioner Commenced 2010, report released April 2013 Inspection found facility had breached a resident's rights by failing to follow appropriate restraint procedures, not having appropriate reporting systems in place in the dementia unit, failing to ensure staff communicated effectively with each other about the resident's care, and failing to ensure staff evaluated his progress.

Report from 2010 inspection. 
76
Sheaffs Rest Home, WhakataneEllora EnterprisesDeputy Health and Disability CommissionerReport finalised June 2013Investigation found inadequate care provided to a 77-year-old man. Care given by the registered nurse was below expected standards and the facility manager had failed in her responsibility to ensure a quality service. The rest home had also breached the Code of Consumer Rights.78
Wimbledon Villa, FeildingGJ & JM Bellaney Limited Ministry of Health March 2013Inspection March 2013 found home had breached the conditions of its certification by failing to inform the Director-General of Health of a resident's death. Also found the facility manager had “limited knowledge and understanding of aged care". A previous visit by health officials in February 2012 identified “serious concerns” about the actions of a registered nurse.75
Bermuda House, Christchurch
Home now closed.
Arlen CarterMinistry of HealthSeptember 2012Inspection September 2012 following complaints about care. Inspection found insufficient clinical oversight of residents and shortfalls in 30 areas including informed consent, privacy, complaints management, staffing levels and skill mix, care planning, medication management, nutrition and food management, and infection prevention.63
Kindred Rest Home, Auckland
Home now closed.
Kindred Rest HomeMinistry of HealthNovember 2012Inspection November 2012 found facility was not providing a safe and appropriate environment, and the overall condition of the home was "extremely poor".  It was agreed residents should be transferred to Sylvia Park Rest Home and Hospital (which is owned by the same provider).

See also report for Sylvia Park.
63
Lady Alice Rest Home, AucklandCressida CareMinistry of HealthOctober 2012Inspection October 2012 found registered nurse hours were insufficient, a large number of residents needed a higher level of care than was being provided, and assessments of residents following "adverse events" had not been occurring.63
Mercy Jenkins Care Centre, ElthamCressida ElthamMinistry of HealthJuly 2012Inspection July 2012 found shortfalls in several areas including staffing levels and skill mix, evaluation of care, provision of activities, and infection prevention.63
Renaissance Rest Home and Private Hospital, New PlymouthCressida Healthcare (home under new ownership)Ministry of HealthJune 2012Inspection June 2012 following complaints about care. Complaints were substantiated with shortfalls found in 24 areas including complaints management, clinical management, care planning, staffing levels and skill mix, medication management, nutrition, cleaning, and infection prevention.63
Springlands Retirement Village, BlenheimSpringlands Senior LivingMinistry of HealthSeptember 2012Inspection September 2012 found insufficient clinical oversight of residents and shortfalls in 21 areas including complaints management, staffing levels and skill mix, staff training, care planning, and medication management. 63
Raeburn Rest Home, CambridgeOceania CareMinistry of HealthOctober 2012Inspection October 2012 following complaints about care. Eight of 10 allegations were not substantiated at the inspection. Two allegations regarding abuse, and infection prevention and control were substantiated. The inspection found "appropriate action had already been taken with regard to the allegation of abuse". Required to implement 3 corrective actions relating to infection prevention.63
Eversleigh Hospital, North Shore, AucklandCressida EversleighMinistry of HealthJune 2012Inspection June 2012 found a high number of complaints given the facility's size, confirmed issues of abuse and bullying, inexperienced staff with no senior clinical oversight, manager role not always held by suitably qualified or experienced person resulting in poor outcomes for residents, poor orientation for new staff, and poor cleanliness in the kitchen. Required to implement 33 corrective actions.63
Karadean Court Lifecare, Oxford, CanterburyUltimate Care GroupDeputy Health and Disability CommissionerCommenced September 2010, report released June 2012Investigation found two nursing staff and the Ultimate Care Group breached a resident's rights to services of an appropriate standard. The resident was admitted to a rest home bed when he required hospital-level care. The care provided was substandard and concerns raised by family members were not fully documented or acted upon. Commissioner found Ultimate Care did not sufficiently support and provide oversight of senior staff and did not ensure services were provided with reasonable care and skill.61
Northbridge Lifecare Trust, AucklandNorthbridge Lifecare TrustHealth and Disability CommissionerCommenced April 2010, report released January 2012Investigation found facility did not have adequate safety nets to ensure a resident received adequate care and monitoring during a short stay.66
Radius Lester Heights Hospital, WhangareiRadius Residential CareHealth and Disability CommissionerCommenced February 2010, report released June 2012Investigation found resident did not receive an appropriate standard of care.66
Sylvia Park Rest Home, AucklandSylvia Park Resthome LtdMinistry of HealthJuly 2012Inspection July 2012 found evidence of neglect, lack of accurate and comprehensive nursing assessment of residents, management did not have training in health care provision for the elderly, little clinical oversight and staff management in place to ensure resident safety, and inadequate care plans. Required to implement 24 corrective actions.63
Wiltshire Home and Hospital, Rangiora, CanterburyWiltshire LtdCanterbury District Health BoardJuly 2012Inspection July 2012 found staff shortages, poor wound care, dehydration and unmanaged weight loss affecting some residents, insufficient continence products and other equipment, inadequate pain management, and lack of infection prevention and control measures. Canterbury DHB appointed a temporary manager.63
Avonlea Hospital and Home, TaumaranuiAvonlea Trust BoardMinistry of HealthAugust 2011Inspection August 2011 following complaint about care. Aspects of the complaint regarding registered nurse cover and care plan documentation were partially substantiated. No corrective actions required as shortfalls had already been identified in a previous audit.
56
Brightwater Home, Palmerston NorthPresbyterian Support CentralMinistry of HealthFebruary 2011Inspection February 2011 found inadequate short-term care planning and inadequate infection prevention and control to manage scabies outbreak. Required to implement 11 corrective actions.
50
Elizabeth R, StratfordOceania CareMinistry of HealthOctober 2011Inspection October 2011 found healthcare standards were not being fully met and several shortfalls identified in previous audits had not been remedied. Required to implement 21 corrective actions.
58
Metlifecare Coastal Villas, ParaparaumuMetlifecare LimitedMinistry of HealthFebruary 2011Inspection 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.
50
Radius Maeroa Lodge, HamiltonRadius Residential CareMinistry of HealthSeptember 2011Inspection September 2011 found staff skill mixes were not adequate to provide safe levels of service delivery and complaints were not always documented. Required to implement 16 corrective actions.
57
Rathgar Court, AucklandIdeal Rathgar HomesMinistry of HealthNovember 2011Inspection November 2011 found manager and part-owner had no experience in running a health facility and there was little clinical oversight and staff management in place to ensure resident safety.  Home is now closed.
59
Forrest Hill Continuing Care ComplexForrest Hill Retirement HomeMinistry of HealthJanuary 2010See our news item.37
Karina Rest Home, Palmerston NorthSeniorcare Hospitals (home under new ownership)Ministry of HealthOctober 2010Inspection October 2010 found inadequate staff competency and training, inadequate care planning and complaints management. Required to implement 25 corrective actions. 46
Lindsay Unit, Ross Home and Hospital, DunedinPresbyterian Support Services OtagoMinistry of HealthDecember 2010Inspection 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. 48
Lyndswood Rest Home, WellingtonBernadette Enterprise (home under new ownership)Ministry of HealthOctober 2010Inspection 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. 46
Malvina Major Retirement Village, WellingtonRyman HealthcareMinistry of HealthAugust 2010Inspection August 2010 following complaint about care. Found complaint unsubstantiated. 44
Norfolk Lodge, WaitaraNorfolk LodgeMinistry of HealthSeptember 2010Inspection September 2010 following complaint about care. Found complaint unsubstantiated. 45
Ons Dorp Care Centre, AucklandDutch Village TrustMinistry of HealthMay 2010Inspection 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. 41
St Andrews Village, AucklandAuckland Presbyterian Hospital TrusteesMinistry of HealthOctober 2010Inspection 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.


46
Summerset by the Park, Manukau CitySummerset CareMinistry of HealthJuly 2010Inspection July 2010 found inadequate complaints management, inadequate care planning, and gaps in staff training. Required to implement 16 corrective actions. 43
West Harbour Gardens Residental Care, AucklandTerra Nova HomesMinistry of HealthJune 2010Inspection 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. 42
Whangaroa Health Services Trust, KaeoWhangaroa Health Services TrustMinistry of HealthMarch 2010Inspection March 2010 following complaint about care. Found complaint unsubstantiated. 39
Alexandra Rest Home, Wellington - inquest into resident's deathVillage at the Park Lifecare (operator at time of death)Coroner Garry EvansCoroner's report issued March 2009Delay of resident's treatment linked to inadequate staffing.27
Eastcare Residential Home, HamiltonKaylex CareMinistry of HealthJune 2009Inspection 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.27
Huntleigh Home, WellingtonPresbyterian Support CentralMinistry of HealthNovember 2009Inspection 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.27
Jervois Private Hospital, AucklandTerra Nova HomesMinistry of HealthNovember 2009Inspection 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.27
Johnsonvale Home, WellingtonJohnsonvale Home TrustMinistry of HealthSeptember 2009Inspection 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.27
Kimihia Home and Hospital, HuntlyNorth Waikato Care of the Aged TrustMinistry of HealthMarch 2009Inspection March 2009 found physical abuse occuring between residents and significant shortfalls in standards of care. Required to implement 25 corrective actions.27
Kintala Lodge Rest Home, HamiltonLiberty 2000Ministry of HealthNovember 2009Inspection 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.27
Norfolk Court Rest Home, DargavilleNorfolk Court Rest HomeMinistry of HealthMarch 2009Inspection March 2009 found significant shortfalls in care including abuse between residents, short staffing and poor infection control processes. Required to implement 27 corrective actions.

27
Norman Kirk Rest Home, Upper Hutt - inquest into resident's deathOceania Care (home since closed)Coroner Garry EvansCoroner's report issued December 2009Injuries sustained by resident linked to inadequate staffing.36
Regency Home and Hospital, AucklandBosnyak Lifecare ManagementMinistry of HealthAugust 2009Inspection 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.27
Rose A Lea Rest Home, Palmerston NorthJ & B WenmouthMidCentral District Health BoardClosed by DHB, November 2009www.midcentraldhb.govt.nz35
Rossmore Rest Home, AucklandHappy RainMinistry of HealthJanuary 2009Inspection January 2009 found significant issues of concern with service delivery, including inadequate staff training. Required to implement 15 corrective actions.25
Tui House, AucklandTui HouseMinistry of HealthFebruary 2009 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.26
Village at the Park, WellingtonVillage at the Park CareMinistry of HealthNovember 2009Inspection November 2009 found dementia wing routinely staffed by untrained caregivers and residents' care not adequately managed. Required to implement 14 corrective actions.27
Wattle Downs Rest Home, WhanganuiWattle Downs HoldingsMinistry of HealthFebruary 2009Inspection February 2009 found unacceptable levels of care, insufficient caregiver training and unsafe medicine management. Required to implement 21 corrective actions.26
Belhaven Rest Home, AucklandBelhaven LimitedMinistry of HealthClosed by Ministry, July 200819
Edmund Hillary Retirement Village, AucklandRyman HealthcareMinistry of HealthOctober 2008 See our August 2009 report.

See also Health and Disability Commissioner report.
15
Manurewa Private Rest Home and Hospital, AucklandUltimate Care GroupMinistry of HealthAugust 2008 See our October 2009 report.15
Summerset Care, Upper HuttSummerset CareMinistry of Health November 2008 See our August 2009 report.

See also Health and Disability Commissioner report.
23
Villa Gardens Home and Hospital, ChristchurchOceania Care GroupHealth and Disability CommissionerOctober 2008 (two investigations)Report one

Report two
22
Lester Heights Hospital, WhangareiRadius Residential CareMinistry of HealthMay 2007 & December 2007See our October 2009 report.12
Oakhaven Hospital, WhangareiRadius Residential CareMinistry of HealthMay 2007 & December 2007See our October 2009 report.12
Potter Home, WhangareiRadius Residential CareMinistry of HealthMay 2007 & December 2007See our October 2009 report.12