A Waikato rest home has been fined $10,000 for not looking after a 92-year-old woman, who was found by her son in a urine-soaked bed in a cold room.
The Disputes Tribunal this week ordered Bupa Care Services, which operate the St Kilda Care Home in Cambridge, to pay Robert Love $10,000 after it determined Mr Love's mother Freda had not received reasonable care.
Mrs Love was a resident at St Kilda in 2016. Mr Love paid extra for a premium room for his mother, who required hospital-level care.
However, services were not provided to the standard promised. On one visit to the home, Mr Love arrived to find his mother shivering under a thin blanket in a urine-soaked bed.
Her room was cold, the window wide open and the call bell out of her reach.
The tribunal found Bupa misled Mr Love about its ability to provide the level of care his mother required. It also found Bupa breached its obligations under the Consumer Guarantees Act to provide services with reasonable care and skill, and breached the terms of its contract with Mr Love.
The tribunal ordered Bupa to refund Mr Love the $8100 he'd paid for his mother's premium room, and compensate him for travel and other expenses he'd incurred as a result of efforts to remedy shortfalls in the care provided to his mother.
Mrs Love died in Waikato Hospital in February.
Consumer NZ has called for an independent inquiry into rest home care, and a more "responsive" complaints process created.