Testimonials

Reflection: Living in Aged Care
By Gisela Walden – 91 years young

Surprise Surprise I
My 90th Birthday has arrived.
But no party, no visit
In lockdown we are
My Children, my friends being so far.

Covid is the reason so hard to understand
The whole world is up and down
On every TV show and Channel it is around.

The Vaccine should save us, so the
Government tells us In Aged Care we are protected
And the Carers make sure we are not neglected.

To work they come
With Masks and plastic aprons on
Every day life goes on; even together we have some fun
The girls in pink dresses make sure it is done.

My dear Physios I also need you
And in a gentle way you take my pain away.

In Palm Lake Aged Care
Life is never boring
There is Exercise in the morning,
Sing-a-longs and people performing.

Our parties are top class
Live Bands and Dancing under the stars
Music keeps the doctor away
In good spirits we stay.

Leona I need to mention
She does her work to perfection
She is here, there and everywhere.
She is for a good lifestyle and healthy food

The Doctors and Nurses that care for us
Do it gladly without a fuss
But the constant change of staffing
Do very much confuse us.

At Christmas we are never alone
Family meetings and many sending greetings
The Christmas decorated doors now have different look
Artistic ideas from us it took.

One week before Christmas we have been celebrating
With songs and food, how exciting.

The time has come to look at the year
And the many things we did share.

To all a Merry Christmas and a Happy New Year!

I thought I’d touch base with you now we are two weeks into Mum’s stay at Mt Warren Park. Firstly let me say I am so impressed with not only the facility but the staff. They are friendly, welcoming, knowledgeable and make Mum feel very special. I wish you could have seen her before she arrived and a now comparison of her. I think that alone shows just how much you add to a person’s joy in their life when before it was lacking in many and varied ways.

Hi Jacinta,

On behalf of the Smoothy family we want to say thankyou. Our parents Os and Daph are really happy with the care and respect all the staff give them. Dad wants to stay with mum permanently. We cannot thank you enough for suggesting dad joins mum. They will live happily together next door to each other for how ever long they may have on this earth.

Cheers from Kay

Tony,

I just wanted to say a big thank-you to all the staff at Palm Lake from the girls at reception the managers the nursing staff carers cleaners and kitchen staff for the exceptional care and support given to mum and the family in her last days. We could not wish for better care and the support they gave us helped get us through these sad times. What they did was well beyond professional care Mum was treated like family and this in itself made it easier for us when we couldn’t be there. Please pass on our sincere gratitude for making mum as comfortable as possible for taking such good care of her and of course for their devotion and professionalism.

God Bless you all

Chris McGaw
On behalf of the McGaw family

I have spoken to Mrs. Dillon’s niece (Kim Guymer) to check how today’s respite admission went and Kim could not be happier. Said every staff member, reception and clinical staff were so friendly, helpful and polite. Kim contacted My Aged Care to arrange for ACAT assessment for permanent care to be done and told them it was extremely urgent as she only has respite approval.

How do I explain.
Being at Palm Lake Care how could you complain
Beautifully appointed with attention to detail
The hand painted mural with yachts and white sails
Sue and her team appoint the staff so well
Smiling, caring and professional, that to you I can tell
Having a bad day
Come out on the deck and clear all of that away
The view of the ocean is something to behold
The food is better than you have ever been told
Thank you
PS I still feel like checkout time is 10am

The staff at Palm Lake Care are some of the best I’ve seen
Always smiling showing genuine caring and concern, they’re all keen
They love to chat whilst doing their work as well
Delivering meals in a timely fashion, you can tell
Taking residents for a walk on the beautiful sea deck
Residents love the ambience; it keeps everything in check
To be told by management and staff “Yes you do deserve to live here”
This is so assuring to hear
Thank you girls you are so special

We would all be in trouble without our frontline protection each day
No jab, no paperwork means no entry, NO way
Thanks Julie, you are so dedicated and keen
You question each person so of Covid-19 we are clean
Professionalism personified, know every resident by name
Always treating every resident, the same
Thank you Julie

One year ago yesterday my Mother, Shirley Hurley, came into your care. Mum arrived confused due to her dementia, angry, very frail and in pain. We had moved her from a Geriatric Ward in a NSW hospital and I held my breath for weeks hoping that we would be accepted for a full time residency. There was no plan B.

Mum was accepted and I just want to thank each and every one of your staff for the love and care you have shown Mum and myself and my family during this year. Under your care Mum is now happy, safe, much stronger and no longer in pain. I even feel her dementia has improved as Mum engages in conversation and still shows some of her quick wit, her eyes are bright and she laughs a lot. The decision to move Mum out of the dementia ward has been so good for her (though I miss the craziness and the wonderful staff in Wisteria) and I thank you for making this happen.

Thank you for also allowing us to bring our animals in to visit, sadly our Dog Rocky passed way recently. The residents in Wisteria loved his visits and Rocky loved sharing their afternoon tea biscuits. We have now started to bring in our cats Mittens and Eddie who had his first visit on Sunday. Mum loves them and tucks them up in her bed along with all her ‘dogs’ during our visits. I plan our visits so we leave as Mum goes to dinner so we can make sure we can make our escape with them as Mum would love to keep them.

I applaud you for you quick actions in locking down Grevillea the other day and reopening it as soon as it was clear to do so. These actions just help to confirm how very lucky we are to have Mum in such a fantastic care facility.

I cannot thank you enough.

I would like to take this opportunity to thank you for all that you have done on behalf of our family in applying for the exemption to get dad moved to a safer location. Although he has chosen to stay where he is, I know that he would have enjoyed being one of the Palm Lake family, which is why you and other Palm Lake Care staff put in so much time and effort on his behalf. I am so sorry that dad won’t be experiencing all that the Palm Lake Care family have to offer in the beautiful Beachmere location.

One of the biggest things that I learnt from being involved with the Palm Lake Care community during the two weeks that Mum was at Mt Warren Park was how much you actually care about all of your guests. From the very first day that mum entered I was amazed at how much everyone really wanted to get to know her, from the maintenance man, carers, nurses, kitchen staff to cleaners. Even the residents were concerned about how she was and they would ask how I was also. Dad and Belinda did not spend much time up there during this period really, only a handful of one hour visits so I suppose they didn’t get to feel how much of a family it is. I think that is a reflection on being a family owned and run business like Palm Lake against being a bigger corporation like Tricare or Opal. When they were visiting they were probably given more space and privacy, whereas I was very much just part of the furniture.

I remember saying to Kathy the Lifestyle coordinator at the door to Mum’s room on the first day after she had been in telling mum all about the things that she was going to get Mum involved in “you do realise that she is palliative?”. To which Kathy replied “Yes but she can enjoy every minute she has left.” It was a massive eye opener for me. I had a total about face. Mum went there because she was terrified of going back into hospital and she was getting harder to nurse at home. It didn’t mean that she had to be stuck in her room for the whole time on her bed. And she wasn’t for the first nine or ten days. It was only once the pain got too bad and she got weaker that she got more bed ridden.

I also had a total mind shift about what aged care was about or should be about by being part of the Palm Lake Care Family, if only for a short time. A lot of the residents/guests are going to be at the facility for ten, fifteen or twenty years. The facility is their home first and foremost. As such it’s about not so much hanging onto the past but making new friends and beginning again. Moving forward with their lives. I would leave some nights at anytime between 8.30pm and 2.00am depending on how Mum was. There would be groups of people using a lounge area to play cards or watch television together, not just one or two nights but every single night (unless it was after midnight).

As sad as it may be for some residents to not have visitors all the time, I also believe that they are definitely going to be able to make friends and enjoy their life in the wonderful surroundings that Palm Lake Care facilities offer. Quite a lot of the residents certainly only used their rooms as a bedroom, they got up in the morning and used the resort throughout the day, the different lounge areas, gardens, dining areas, theatre etc. they were stimulated, active both physically and mentally. Aged care facilities should not be a place for someone to go into and spend the next ten to twenty years sitting in front of a television in their bedroom hoping that they may get a visitor. Palm Lake Care is the gold standard of what aged care in the modern era should be.

I have certainly told both of my children that I am more than happy for them to place me in a facility like Palm Lake Care, if they can ever find one that is to your standard as they both visited Mum there and were very impressed.

Again thank you for all that you have done for us, both this week and while Mum was in your care. Having Mum in Palm Lake Care allowed me to create some lasting joyous memories. I am certain that Sharyn feels 100% the same way as I do about your family.

Hi Jacinta,

I just wanted to let you know Karen is all settled into Bethania for her respite, and thank you again for all your help. You were really the only one that knew what had to be done and were more than happy and very efficient and affective in helping me. Without caring people out there like yourself I would probably still be ringing and getting the run around.

Wishing you all the best and happy I got on to you being someone that actually knows their job, which is hard to find nowadays that’s for sure.

Kristine

That is great news to know she is safe and settled. I am proud to say I work with a whole team of people who are just as good and share the belief that if there is enough will, we can usually find a way. Happy to be of service. Now I hope you can spend this time with your mum without all the jobs to do.

Jacinta Sutton

Hi Jacinta and Sue
You will recall that we visited Palm Lake Care Beachmere with Aunty Mavis on Monday 1st June. Betty and Jenny and Ron had decided that we would have the “It’s Time” talk with her the following Thursday. However, following the tour, and a happy lunch at Betty’s, Ron raised his eyebrow at Jenny and Betty, both of whom nodded. The talk followed: not “would you like to go,” but rather “you are going for 4 week’s holiday and, if you like it there you can stay.” “Oh, but I’m not ready. I’ll know when I’m ready”… we are sure you have seen it all before! In the ensuing days we calmly repeated what was going to happen, hoping that neither of the other two options would phone with an offer of a permanent bed. (In fact, just 6 days before she was due to come to you, one of them did: we had to make a decision, by that afternoon, and she had to be there in two days time. Ahh, no thanks!!!) We three cousins had already agreed that, subject to any vehement objection from Aunty Mavis, Palm Lake was the permanent answer.
So, she arrived with you on Tuesday 23rd, “only for 4 weeks holiday, and then I can go back home.” In a phone call on Wednesday, she was speaking of “the place that might become my home.” On Thursday, she showed Jenny around “my new home.” By Saturday, the message was “I want to stay here, provided I can have Room 81 as my home.” Not bad for less than a week’s work by you and the wonderful staff! Thank you so much.
Jacinta, Betty was sold before we even met you. The clincher for Jenny and Ron was when you repeated, a couple of times, “Mavis this will be your home, and we will come to your home to care for you.” What a fantastic approach. Sue, as the implementer of that undertaking, congratulations … and thank you to you and the lovely staff (and is there any particular reason for the number of Kiwi accents???!!!) for welcoming Mavis into her new home so wonderfully. We are all relieved at how quickly Mavis has settled, and become determined to see out the next chapter of her life at Palm Lake Care Beachmere.
One again, congratulations and many thanks.
Warm regards
Marjorie and Ron

Peter and I would like to express our gratitude to PLC for its balanced approach to the processes needed to manage Covid-19 and keep all residents safe.

We are aware of the processes of other facilities and feel it is important to express our appreciation to PLC to be able to access our mums over seven days per week though for shorter times than in non-covid times.

We feel that PLC’s processes of temperature-taking and hand sensitising on entry and manning the office on weekends for this purpose has been extremely beneficial. Limiting visits to our mum’s rooms and each of us only visiting our mother is most satisfactory. We also considered the need for mum to be locked down for the first two weeks of her care to be most necessary for the safety of all.

It has also been wonderful to see the positive outlook of all staff through this difficult time, maintaining smiles and willingness to make life continue happily for all residents.

Please pass on our gratitude to all staff.

Am contacted you to commend Lauren for the help she has given me today. She was extremely user-friendly as she provided me with all the information I needed, In a thoughtful and considerate manner.

I was not looking forward to even making the preliminary enquiries regarding Palm Lake Care, however my husband’s health has deteriorated recently and it is prudent that I look at the options available for his care in the future.

Thankfully, we live at Beachmere Sands so our almost-completed Palm Lake Care would be ideal for us.

In closing, I would like reiterate my appreciation and gratefulness for Lauren’s kind and caring assistance this afternoon. She made a difficult call so much easier than I imagined.

I just wanted to share an experience I had whilst visiting my mother yesterday at Palm Lake Care Bargara.
There was a bit of a mix up in communication re Latin dancers coming to do an exhibition (it was next month) but the residents were certainly not disappointed as the staff stepped up and delivered an impromptu show. All the 50 or more residents loved, joined in and cheered. The Hokey Pokey was a firm favourite. What a wonderful time mum and 8 other residents from Wisteria, the dementia wing who were encouraged to come along, really enjoyed it. What wonderful staff you have. Every day I am so grateful that mum was accepted into your care. They really have made a huge difference to mum in just a few months she has been there. Mum is smiling and laughing again, and looks better than she has for the last few years. I cannot thank you enough.

I am the son of Betty Thompson who up to recently was a palliative care resident of your establishment. Betty died on the 30th June aged 93.

Without any prompting, reservations or 3rd party request I seek to congratulate you and your staff on the level of care and nurturing mum received during her 3 years in residence. During my latter times at her bedside I witnessed cleaners, food handlers, nurses and event organisers all approach and encourage mum in a manner consistent with a closely knit family. She mentioned often the likes of Donna, Suli, Amber, Sam (Samantha) and Scot (2) who helped mum through her deafness, encroaching blindness and infirmity. I may have missed others but I never heard any negatives against anyone during my visits.

I would like if possible my gratitude to be conveyed to all the staff and if ever needed this correspondence and my contact details can be used for any referral / audit function.

Dorothy has now been in Palm Lakes Care for a period of approximately 5 months and has settled in really well. I would like to thank the staff on Dorothy’s behalf for their caring, pleasant and friendly nature displayed at all times and i am sure this has contributed to Dorothy’s smooth transition into the aged care environment.

The only problem that was encounted was the comfort of Dorthy’s bed. This was due to the fact that she has problems with her hips which requires her to lie with one leg over a pillow which the provided bed did not allow.

As a result a new suitable bed was sort that was not only comfortable for Dorothy but met the Aged Care facility’s requirements. It was in this phase that both Karen McGurk and Francis the Physiotherapist were extremely helpful. They used their sources to facilitate a bed that not only met requirements but was acquired at a very reasonable price.

I would just like to thank both Karen and Francis for the commendable and exceptional work they both put in in acquiring the new bed. It is much appreciated. They are both an asset to your organization.

I would like to bring to the attention of our district the amazing facility that is now operating at Bargara.

Palm Lake Care is situated at Palm Lake Resort, but is a stand-alone facility where people can reside with on-site qualified medical assistance when they are no longer able to live alone in their own homes.

My family has been the fortunate recipient of the care that the staff at Palm Lake Care take of a resident’s entire family – frequent communication, visiting whenever it suits, even the family pet is welcome and it’s generally a warm, friendly place to be.

We are very grateful for everything that we received, and we feel that the people of Bundaberg need to know that there is excellent elderly care available.

The building is well-designed and the decor is simply beautiful.

I would urge families to visit Palm Lake Care if they have the opportunity – a beautiful and comfortable asset in our community.

I am a Critical Care Paramedic. I attended the Deception Bay nursing home this morning for a gentleman that unfortunately passed away. I just wanted to pass on my thanks and appreciation to the two nurses who assisted us this morning. They both showed exceptional kindness and compassion, and were very knowledgeable and organised. It’s so lovely to see staff who truly care for the residents.

The team at Deception Bay were amazing this afternoon and feels Mum is in great hands.

A very nice, pleasant and happy place to reside. Happy staff, happy residents and the food is great, just like home.
Keep up the good work, big thanks to all the staff.

All the people are friendly and the food is very nice. I enjoy all the singing and Games.

My family helped me move from another care provider and I am so much happier now.

Thank you for the information that you have provided and the support through the confusing time. We could not have gotten through this without you.

I attended the free aged care presentation today and was very impressed. You made it very easy to understand and put my mind at ease. It was the best 1 hour spent in a long time.

I’m sending this email onto you because I wanted you, Jacinta, June and now Heather, Trish, Gaynor, Chloe, Irene, Mary and the other members of staff at Mt Warren Park Nursing Facility whom I’ve met over the last days, to get some idea of how much Mum and I have appreciated the help and patience you’ve shown over the last almost 4 months.

It’s not what I would call, well written, but I wanted to convey my experience leading up to and entering into the nursing home and how much easier you all made it for me, especially you Kelcey, with my endless phone calls and your seemingly limitless patience.

So, again, my sincere gratitude.

Thank you again for your time this morning. It was fantastic to see your passion in supporting families and individuals through the hard decisions in that time of life.

I smile all the time because the staff not only look after me, but make me feel loved and cared for.

When I first walked in I thought I was in the wrong place, it felt more like a hotel than a nursing home. But now I’ve settled in I love how it feels more like my home.

My grandkids come to visit and tell me they like the little biscuit packets I save for them. I like still being able to spoil them and watch them smile.

The place is so big, but there is always something to do if I want, or I can find a quiet spot to enjoy my time.

Before coming into a care place like this, I thought the staff would be like the nurses you see in hospitals. But because of the time they spend with me, they’ve become like my extra family. I look forward and enjoy seeing the staff I know, and get to know the new ones too. We find so much to talk about.

I enjoy still being able to have my glass of wine with dinner, something that I’ve done my entire adult life, I love that they make it possible.