Dural House - Thompson Health Care - Dural, New South Wales

S N

Thank you Sonia for reaching out, you have my number on file.

You’d be surprised about how many residents and their families are not very happy at your home. The stories we have heard from resident and other family members are devastating.

The new home is a breath of fresh air, lead by a professional management team.

Unfortunately it is too late, as we are making a formal complaint.

I have given a 2 Star review only because the facility is stunning and secondly there were 3 standout RN’s in Preet, Deepak and Crystal and the lovely carers Sarika and Adele - thank you for caring and giving our father the respect he deserved.

Do not get tricked into the aesthetics of the building, as the care lead by the management team is well below average.

I give a negative - 100% to the management of Dural house, in particular the DON (Director of Nursing)Who has been disrespectful and abusive towards our father and when we called her out, she was very defensive and has refused to show eye contact or speak with us since (very immature, but that is the behaviour you have to deal with at Dural House) She even showed us the video of our father approaching her and her putting up her palm and telling him stop and he was 4-6 feet away from her (she said more than that and my bother was an eye witness to the event and was in disbelief) Our father is a dementia patient and everything we have learned from Dementia Australia, is that to never treat a dementia patient this way, so remember this behaviour is coming from the top of the food chain at Dural House.

Also, the DON always leaves at 3.30pm each day and there is usually no management to discuss matters with after 4pm, it is very frustrating.

3 months into our fathers stay, he nearly passed away due to neglect and being told to stay in his room in a Covid outbreak, and not having his hygiene maintained at all for 2 weeks. He got such a bad urinary infection that went to his kidneys and caused a staph infection, and heart arrhythmia, and spent 8 days in hospital. He certainly started to go down hill quite a bit after that incident.

It took us at least 2 meetings and multiple emails and “US” requesting a care plan for his pull-ups to be changed and monitored on a regular bases as he was getting UTI’s every second week. They have no initiative in seeking solutions to health issues, so ask questions and keep on them until they act upon what they are supposed to be paid to do. We had to request action on quiet a few basic care items, that they are suppose to be paid for, yet cannot seem to fathom their duty of care. Surprise, surprise he has never had a UTI since.

Dad also formed a “friendship” with another resident and management has been trying to squash that since it started, causing our father constant grief, agitation and acting out as a result of knowing she was in the same building but he was not allowed to see her, he did not understand why, and they even moved him from the same floor under false pretences with the information that was provided to us, to get him to move. The lies and miscommunication started pretty quickly and have continued on for the full 11 months since he has been a resident.

When we first arrived the staff were so disrespectful and really not interested in providing appropriate dementia care or care to our father, this was when his dementia was quite mild. Also high staff turnover. We got Dementia Australia involved to assist with the “friendship” and how he was being treated. Dementia Australia offered to provide staff training, and recommendations on how to go forward with the “friendship”, but management declined the offer and suggestions as they have their own program. I have to say the RN’s and carers Sarika & Adele mentioned above certainty took note of the dementia Australia’s suggestions and used appropriate actions, distractions and words.

I could go on and on…

The care is appalling, the management are despicable. Do your due diligence before considering Dural House for your loved ones as it is quite toxic.

Ray Attard

Until recently, my 86 year old mother in law stayed here for over 2 years but we ended up moving her to another aged care facility. Mum has dementia but could communicate quite ok and always recognised us. She broke her hip before coming to Dural House which left her unable to walk so she was in a portable chair in the daytime. We noticed than every time we visited she would be in a very deep sleep and would not wake up.
A month ago, we received a call from Dural house RN saying that they suspected she was having a stroke, that her eyes were turned into the back of her head and they wanted to call an ambulance which we agreed to. Hornsby Hospital ran a complete test on her and could find nothing evident. My wife recalled receiving an email a few days before from the R.N. saying that the resident doctor had checked her out and has prescribed 2 tablets 4 times a day of Panadein Forte and had been on them for over three days. Not being a Medical person, my wife didn’t realise the consequence of having such a high dose, which would be enough to put a horse to sleep. We then rang Hornsby Hospital to advise them that could this be the cause and the RN told us that yes, that would be most likely the problem. When we called Dural House and spoke to the R.N. she said, I was going to question it with the doctor about the high-dose so we asked why didn’t she question it after all she supposed to be a medically qualified person.
Staff at Dural House are caring And some of them are very nice to my mother-in-law. It’s a video I cannot say the same for the management of this once will run place. No feedback no return calls from the acting manager just a very high rad and almost $4000 a month.

Ron N

I can confirm that my care as a resident at this home was below poor.

Brenda Gill

This is a decent camp spot to access the surrounding area. The cooking facilities were basic.

Ben George

Seems to be run by good people, always neat, never loud

Vaseva Navara

VERY NEAT AND CLEAN WITH VERY GOOD PROFESSIONAL STAFF.

Komal Dhillon

bibek preet