Faircape Health (pty) Ltd

Faircape Noordhoek Manor - don't be fooled by the slick marketing:

My husband was admitted to Faircape Noordhoek Manor in September 2020. I had placed him there for life being impressed with the window dressing - beautiful gardens, and glossy advertising. I moved him out recently, after becoming thoroughly disillusioned with the cold, uncaring corporate culture, which manifested in high staff turnover, shrinking portions food and drastic drop in quality of food, *********** nursing care and significant hidden charges added to my bill. I think the department of Social Services or other relevant departments need to look more closely at property developers like Faircape, whose only aim is to increase their profits at the expense of vulnerable residents and their families.

Shrinking portions and inedible food

Early on in his stay I sampled my husband’s food on a few occasions. It was beautifully presented and tasted great, although the portions were far too small for a 6ft plus man.

Then things started to go wrong. They changed caterers as part of cost cutting, and the quality and presentation of the food deteriorated to an unacceptable level as a result. On one visit I noted his lunch -boiled rice with a piece of dry roasted baby marrow, with a small jug of white sauce, just flour and water. (no seasoning at all). I was informed that they do not season food as some residents cannot eat salt or black pepper. After going through the small side plate of this mess, 3 tiny pieces of chicken emerged. Most often a tower of pumpkin dominates the small side plate on which the main course is served.

The second time it was cornflour and water, with a s**** of boiled chicken thrown in, again with boiled rice and a dried-out piece of roast carrot. I took this to the reception and asked them to taste it and see if this constitutes a healthy diet?

The dietician called and said “Your husband is always hungry. Please supply tins of “Ensure” so that he is not hungry. My response was to please increase the quantity of food he is getting as the portion is just too small. Tins of Ensure were purchased and placed, not even one was opened or given to him. I think the Dietician should go and sample the food dished out to those who are bed ridden and cannot return it to the kitchen if it is unpalatable.

Following the most recent Management changes, the three course meals have been changed to two - either soup and dessert, or main and dessert.

Uncaring and *********** carers

They brought in a very good Occupational The****** for those who could go to the lounge and benefit from the entertainment she provided.

However, for an Alzheimer’s patient like my husband I felt completely in the dark on his progress. Each time I ask the Nurse on duty, the response is “Nothing has been reported so he is okay”. When I ask a “carer,” the response is always “I am new here, or I was on the other side, just started in Dementia Ward today”. A constant “Rotation” of carers can lead to insufficient care of a vulnerable resident. A full time Manager is needed, one Manager for three of their facilities is insufficient.

A new carer turned up with nail cutting equipment, I was there and told her “His nails are so short he has no nails at all, leave it this time. She said, “I have been told to cut his nails”. I asked her to leave it, but she left her equipment behind. Next time I visit, my husband has a bandaged finger. His nail and part of finger cut. Nappy rash, bruises.

After investigating with the Manageress, it emerged that he had pulled his hand and hence the finger and nail were cut off. Not possible. No explanation was offered for the other bruises we had also discovered at the time.

Excessive billings without justification

There is a problem with billing - extra laundry and diapers being the most problematic. The bookkeeper sits right at the front door and sees the large packages of diapers we bring in. Despite that has no hesitation in billing him for extra when there are unopened packages in his room. If the bills were read, anyone with common sense would query it. Same applies to laundry charges. When requesting clarification, the answer is the same “It is correct”. Obviously, she does not want to accept that the charges are incorrect.

Don’t dare question the excessive charges…you will be sent to Manageress, who will hand you over to the person in charge of Carers, back to Bookkeeper, to Credit Controller…each one will pass the buck to the other…but they will debit your account and you have no recourse. The need for change is urgently needed here.

There are better options out there

Finally, one day I decided to call a few other similar facilities, the stress of all this was impacting my health. I visited a few places and was struck at the difference. Full time Manager available, the questions I was asked…” Have they kept a log of when he vocalises? Is it after meals? Is it after medication? Has he been too long in the same position? Why not put him in a soft rocking chair? Does he have any music? Etc.

I then decided to move him, met many very pleasant people out there, one place even asked me if I would like to meet the residents and ask them if they are happy.

Another family member had been placed at Quadrant Gardens, CPOA and during the time he was there, we had not one single complaint or problem. Full time Manager, Male Nurses as well as female. No bill loading, no problem with food, friendly staff and happy residents.

Murambi House

I moved my husband here, totally different vibes, most efficiently run, the very warm welcome we received was overwhelming. David was taken to a spotlessly clean room, amazing Nursing staff, I just could not believe it. Each time I called the phone was answered promptly over Easter Weekend, the Nurse and Carer both gave updates on his condition. Very professional and caring attitude.

It is the norm at Faircape for four carers to be sitting with two residents, chatting, while David was slipping out of his chair, dirty water glass (if ever there was one) no one cared. Untidy clothing cupboard, badly damaged floor.

At Faircape Health, his knees were frozen in a sitting position due to lack of exercise, when in bed he was uncomfortable in an awkward position. No one ever thought of providing a pillow or cushion to support his legs. At Murambi, he had both pillow and cushion to support his legs, he was also given a soft toy in his hand to prevent it from closing completely.

At Murambi, on many visits I saw none of this. The level of care was evident in so many ways, I cannot itemise. Obviously, I am stricken with guilt. I wish I had taken my husband out of Faircape Health Care Centre ages ago. I wish I had known how to make a bed ridden patient more comfortable, I learnt all this at Murambi.

Misleading advertising

People need to look more carefully beyond the advertising and window dressing. They advertise six doctors on call 24/7. My experience has been when the Doctor’s surgery is closed, CMR are called to do an assessment, and if urgent to be taken to a hospital.