Kostelka: Inadequate care in a retirement home

Ms N.N. turned to the ombudsman office with a complaint about the completely inadequate care of her 101-year-old mother in the senior citizens’ home in Augarten. Trial residence for the period of one month had been arranged for the very old, but still very fit woman as Ms N.N. herself had to undergo a knee operation during this time.

Unfortunately, her mother had a fall in the apartment in the second week. However, admittance to the inpatient sector of the senior citizens’ home was refused because this is not intended for trial residents. So, the 101-year-old woman was transferred to the Social and Medical Centre East, where bruises and effusions were established, but no broken limbs.  

On her mother’s return from the Social and Medical Centre East to the home, the management of the home informed the dumbfounded daughter that the trial residence was terminated with immediate effect because her mother could not live in an apartment and the care ward was not accessible for her. This procedure led to Ms N.N. – herself convalescent following her operation – having to take her mother to her unheated apartment by taxi. On the day of the event portrayed, the 101-year-old woman had had no meal since the early hours of the morning and had spent hours in the emergency ward. Nevertheless, she was discharged by the senior citizens’ home without receiving any food – behaviour that is completely incomprehensible, almost even inhumane for Ombudsman Kostelka.       

Following the intervention by the ombudsman’s office, a talk took place between the daughter and the manager of the board of trustees of Viennese senior citizens’ homes, in which regret was expressed for the inconvenience caused. Subsequently, it was also made possible to look after trial residents in an inpatient sector of the senior citizens’ home in cases of acute nursing needs.

Fortunately, the woman concerned could initially recover from the incident described. However, she died a few months later.     

For compelling constitutional reasons in default of the competence to examine senior citizens’ homes, the ombudsman’s office is denied the opportunity to subject the incident to a detailed appreciation. Nevertheless, Ombudsman Kostelka stresses with all clarity that it must be a matter of course for very old persons to be treated with dignity and respect in any situation in senior citizens’ homes.