TriCare Labrador Aged Care Residence - Biggera Waters, Queensland

Kylie C.

Would give no stars if I could. Appalling care, relief staff all the time who don’t care at all. Buzzer never answered.

Leanne G.

We are so disappointed in ourselves for placing Mum here. Most of the permanent staff are awesome, caring people but often there are relief staff who have no commitment. Most often there are insufficient staff on hand to deal with the needs of the residents during busy times.
After 3 weeks lockdown I found my Mum distressed, fingernails long and broken (cutting her skin), no toothbrush (don’t know how long her teeth weren’t cleaned. Staff walking around with masks below their nose, visitors walking in and out unchecked for temperature, masks.
We CONSTANTLY have to follow up basic care needs which are addressed immediately by permanent caring staff. But the same issues reappear regularly. A family member visits daily to ensure her needs are met. Weekends find the front reception unattended and minimum staff on hand allowing visitors to enter on keypad entry. This also allows for residents to slip out the door unnoticed. Very disappointed.
2023 now Into our 3rd year there now and nothing has improved. Staff are constantly rotating through key roles which means that every time that happens, Mums care is affected. Constantly attending meetings where promises are made but not followed up. Constant UTI’s due to insufficient basic services, not eating due to the fact that there are insufficient staff on hand to give her the assistance she needs. So many other unhappy relatives telling us the same story.

Mary T.

It was absolutely heartbreaking for me to acknowledge that I could no longer care for my darling husband at home. I checked out nine different facilities and TriCare Labrador was and is my first choice. Fortunately I eventually got a room there for Alan. He adapted immediately and is well settled and content . I and our family couldn't wish for a more caring, homely and comfortable place for him to see out his days. The staff are always welcoming no matter what time of day any of us pop in and an invitation is often extended to join in a cup of tea, lunch or whatever is happening at the time of visit. The food is excellent, well presented and with good variety and even accompanied by a glass or wine or beer for the residents if desired !
Alan's rapidly progressing Alzheimer's make his care challenging and beyond my capabilities - the TriCare Labrador staff treat him with the utmost care and respect at all times. They jolly him along to elicit the occasional smile and also encourage Alan to participate in the various
occupational activities and exercise schedule.
A HUGE Thank You to all of the TriCare Team for providing the stellar care and service that you do and for allowing me peace of mind in the knowledge that Alan is receiving the best care possible

Mary Tatton

Helen P.

My mum has been a resident of Tricare Labrador since May 2021 and I can't recommend the facility highly enough. I had always vowed never to place my mum into aged care due to the horror stories I'd heard and seen via the media. Unfortunately mum's dementia condition deteriorated substantially and upon assessment, the decision was actually taken away from us and she was deemed unable to return home, instead had to be placed into care. We did our research, decided on Tricare and thankfully there was a bed available for her. The level of service and duty of care has been pleasantly surprising and most impressive, all members of staff are extremely helpful, attending to her every need without delay and with no request being overlooked, I've found that every member of staff from the cleaners to the RN's to the admin staff are kind, respectful and provide the residents the care and dignity that they deserve. The food and changing menu is amazing, we always taste her food and find it tasty, appetising and find that there is usually a choice of two different dishes to satisfy different tastes and palettes (and mum has become a real sweet tooth with the lovely desserts). Despite my frequent visits with mum, I receive updates on her condition regularly and as required. My experience with Tricare has been nothing short of exceptional and I've been unable to fault them in anyway - if you're looking for somewhere to place your loved one, I can't recommend Tricare Labrador highly enough (if I could give them 100 stars I would!!) and can honestly say with hand on heart that if you are fortunate to find a placement at this facility, you can comfortably rest easy that your loved one will be in the very best of care. A+++++

Norma L.

It doesn't even deserve one but there was no other option. The food was so terrible my Labrador sniffed it and walked away. My mother rang the bell for assistance to go to the the bathroom, it either was answered two hours later or not at all. Her drawers were crawling with hundreds of cockroaches, dead and alive. I alerted staff and asked for some pest control substance. They replied they couldn't access any. When my mum came out of hospital and returned to her room at Tricare, she needed to go to the toilet. The Staff left her alone and she blacked out from an horrific fall. They later allowed her to fall from her chair, her skull was pierced by a sharp object. THEY NEVER EXPLAINED WHAT HAPPENED despite numerous requests. . She died several days later. Then, they charged us an extra 15K for the EXTRA care they gave. They refused to settle the financial contract UNLESS WE PAID FIFTEEN THOUSAND DOLLARS FOR THE WORST NIGHTMARE OF HER LIFE. She was a dignified human being who had dedicated her life to the betterment and service of others. Tricare Labrador should be shut down. She wasn't allowed fruit juice. The kitchen staff told me they were forced to serve cheapnasty cordial unless doctor ordered juice due to constipation. I was told the total allowance per resident for food was $2 per day? The WORST and most telling proof of neglect was massive deep bedsores that they used to tell us were dressed but on inspection were NOT. My mother was in such agony the doctor had to give her morphine patches and Fentanol. I could fill a journal with these tales of woe. The air-conditioned remotes used to be hidden and the patients sweltered in the oppressive HEAT. The only food Mum ate was what we brought in. One of the kind assistants used to buy fruit and give it to Mum because she felt so sorry for her. The only RN overseeing the whole place on weekends did not have the requisite standard of English. Complaints were answered with stock phrases, blank expressions and promises that never eventuated. Mostly, we waited at the empty desk and no-one seemed to be on duty. At least, we couldn't raise them. My many regrets are exacerbated by my failure to send a report to the Parliamentary Enquiry. I didn't have Power of Attorney so had no authority to choose or change the facility.
I read your reply. I am willing to swear in court about what I wrote. I spoke to the kitchen cook MYSELF. She said, unless Mum had bowel trouble diagnosed by the Dr, she was NOT allowed juice, ONLY CORDIAL. There were TWO staff who witnessed the hundreds of cockcroaches. THEY were the ones who told me the treatment was upstairs, locked in a cupboard. I can SHOW you where the aircon remotes were kept. NO patient could reach them.. My mother HAD BRUISES on her head and body from falls and the final one killed her. I WROTE to TRICARE with PHOTOS of white bread sandwiches with minimal filling. Almost none. I received AN APOLOGY and a promise to improve. I was employed at a University for fifty years, working with languages. I recognise the ability or otherwise re command of English. Our family could NOT make ourselves understood to the ONLY R. N on duty on weekends.
A close friend is an EXPERIENCED medical specialist. HE EXAMINED AND CONFIRMED the appalling lack of professional care of my Mother's BED SORES. I reported they were raw and exposed. I was told they were treated and covered. THEY WERE NOT. My sister visited every day.. She can no longer even drive or walk past your building such are our HORRIFIC NIGHTMARES.
I just watched Maggie Beer and her wish to improve standards. That stimulated this second message. Only now, did I see your reply. I have four other witnesses of the below standard aspects of this "residence". One took her Mum out after only two weeks there, never to return. There is NOT one aspect I cannot prove. I also reported these concerns to my Member of Parliament. The artificial additives, preservatives, in the desserts made even that pleasure was negated.
I couldnt remove Mum as I didnt have Power of Attorney.
Norma Kaddatz-Marschke

Debbie I. G.

The only reason I give this place one star is the handful of 5 or 6 staff members who are there for the right reasons. We have raised concerns about safety issues, poor communication, teeth not being cleaned, medicine just left on her table when she hasn’t got a clue what to do with it, mould, the safety sensors constantly being turned off when our mum is a high fall risk. Things get better for a couple of weeks then back to low standards again. Good luck trying to get hold of any staff on weekends. I feel sorry for those residents that don’t have any family to be their voice. Often in lockdown because they don’t have a covid testing station out the front like many high quality aged care homes do. 3 Residents have gone walkabout in the last year and that’s 3 too many. But the management deny deny deny. The owners of this place need to inject more $$$, more staff, and better systems into the actual care provided, not focus on profits.

craig A.

Staff always happy, greet you with a smile. My mother, a resident for the last 4 years has always been cared and looked after exceptionally well, she is contented and has no negative feelings for any of the carers what is most important. Being a interstate truck driver away a lot, I don't worry my self sick thinking about her care and needs.

Denny B.

I have given five stars as the family at tri care labrador are fantastic,
My mum was poorly in June and eventually needed full time nursing care her transition to the home was so streamlined she nestled into her next chapter with ease.

Then boxing day my dad took ill and he is now in the home too ,both have different needs which is extremely well provided ,they are even very close in room location.

I am overseas in UK so this could have been so much harder for me, with pandemics, restricted movements etc ,but tri care have looked after my most precious people ,I can call them as much as I like and Nithin Shetty ,has become my point of contact and honestly without that I would have been adrift in a tumultuous sea.

The care and nursing staff , management team, activities team are all great ,even the meals must be good as mum.is fussy,and barely ate before, now she does enjoy her meals .

The formula you have tri care works, well done and thank you again for being there where I cannot,

I trust the team completely to look after my parents every needs and with confidence I leave a five star review

Thankyou