Nanaimo family seeks transfer, concerned about the quality of care in a long-term facility

A family claims to be concerned about their loved one at a long-term care facility in Nanaimo as they work with staff and Island Health to resolve some of their complaints.

“She’s just a completely changed person,” said the woman’s sister, Leah Vallance. ‘I didn’t think she was that scared. There’s just so many things that happened to her.”

Vallance and her niece, Alison Baillie, helped their relative transition to long-term care at Wexford Creek Seniors Community in late December 2023. Soon into her stay, Karen’s family claims they filed a number of complaints about the quality of her care – including multiple movements causing distress.

“My mother was given medicine that had been crushed, but which shouldn’t have been crushed, which made her sedated,” Baillie says. “While she was sitting, she fell and hit her head.”

A senior executive at Wexford Creek’s operating company did not immediately respond to any of the allegations. Park Place Seniors Living instead issued a broader statement.

“At Wexford Creek Seniors Community (Wexford Creek), we strive to address all concerns with seriousness and diligence,” said Vice President of Operations Kathy Nduwayo.

“Myself, the VP of Operations, and our VP Quality/Chief Nursing Officer have held two joint meetings with Vancouver Island Health and the family to address specific issues,” says Nduwayo. “Our action plans have been assessed by the licensing authority and found to be in compliance.”

Island Health received the highest number of long-term care complaints received by licensing offices for the fiscal year ending 2023, according to the Office of the Seniors Advocate’s 2024 Monitoring Report.

The report states that 237 complaints were received. Per 1,000 beds, 10.7 complaints are justified, compared to the provincial average of 4.6. Overall, Island Health’s number of substantiated complaints has fallen by 30 percent compared to 2018/19.

“We take every complaint seriously,” said the province’s Health Minister Adrian Dix. “We know there will be more demand for long-term care and we have taken real steps to improve these complaints processes and build the power of families – and we can always earn more. We review every case with that in mind.”

Karen’s family suggests the complaints system is a complicated burden.

“Island Health: You go in circles from this person to that person,” says Baillie.

The family requests that Karen be transferred to another facility.

Island Health says this will happen – without adding how soon.

“Island Health recognizes the importance of residents being able to live in their preferred facility and being close to their family members,” a statement from the health authority said. “Island Health attempts to accommodate facility preferences as much as possible, but this is a challenge due to the demand and availability of long-term care beds.”