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Allegations of neglect at Ermelo nursing home: Families, SAVF speak out
Reports of neglect, mismanagement and residents receiving substandard food portions were made against SAVF House Ermelo
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Reports of neglect, mismanagement and residents receiving substandard food portions have been made at a nursing home in Ermelo that provides housing for the elderly and frail. These allegations were made during a Facebook Live video by community activist Juliet Basson.
She claimed that residents receive undersized meals consisting of meager portions accompanied by dry slices of bread.
She added that basic amenities such as geysers have been turned off at times to save electricity, leaving some elderly residents without access to hot water for showers. Basson also claimed that residents were only allowed to take three showers a week, and rely on bed baths for the rest of the time.
In response to Basson’s video, some residents and their families approached Highvelder with troubling statements and first-hand complaints. This sparked a Highvelder investigation which culminated in an on-site visit to SAVF House Ermelo.
“The allegations were investigated by a panel of investigators and found to be untrue and without any merit,” law firm Van Rensburg, Koen & Baloyi replied on behalf of Adriaan Raubenheimer, CEO of SAVF. “As a registered, trusted, well-established organisation, all actions are guided by SAVF policies and procedures that are strictly adhered to.”
They explained that the institution is continuously monitored by the Department of Social Development, which was most recently done in February this year. This has yet to be confirmed by the department.
Families speak out
Eugene van der Westhuizen’s mother, Maria Susanna, lived in SAVF Huis Ermelo from October 2021 to April 2022. According to Eugene, the residents complained about the staff’s heavy-handedness, but nothing was done about it.
He also claimed his diabetic mother had not received proper treatment, and that although they were aware of her diagnosis, SAVF House Ermelo kept adding sugar to her porridge and drinks.
The family eventually asked that a sign be placed at her bedside to indicate that she was diabetic. According to Eugene, this was done only three months later. Meanwhile, diabetic treats and sweeteners were allegedly stolen from his mother’s nightstand.
When his mother asked staff to assist her in going to the bathroom, their reported response was that she wore a nappy. The family was incredibly upset to learn that staff would threaten his mother to move her to the Alzheimer’s unit “because she was tough.”
Eugene said when their complaints kept falling on deaf ears and while the rudeness of the staff continued, the Van der Westhuizen’s decided to remove their mother from Huis Ermelo.
Zani Stapelberg wrote a heartbreaking letter following the death of her grandmother, Sina Bornman.
In it, she writes, “There is pain in my heart; my eyes are tired. I wasn’t ready to say goodbye like that. I’m so incredibly sorry that your last few months on earth have been hell.”
Dining
In the video’s comment thread, Basson published photos of some meals allegedly served to residents.
More comments followed, depicting meals the house sells to the community at R50 per plate. The alleged residents’ and community’s dinners depicted a sharp contrast.
The SAVF’s Pretoria-based law firm questioned the authenticity of the photos believed to be of residents’ meals and provided footage of some mouth-watering meals provided to the residents.
Waldi Sieberhagen, manager of SAVF Huis Ermelo, also said during Highvelder’s visit that the food is flattened, weighed and portioned beforehand to ensure that it is all the same.
The lawyers indicated that the rate for the apartment dwellers is lower than for the public.
“Facebook shows the meals are available at R50 per plate. Same portions as for residents.”
Highvelder sent further inquiries to confirm whether the images were provided before or after the allegations about the food emerged. Highvelder will publish responses as soon as they are available.
Personal hygiene
Highvelder obtained a source-provided copy of what appears to be a time state that limits residents to three showers a week. According to their lawyers, no such complaints were received during internal investigations. Sieberhagen denied this allegation, and also denied that residents had to endure cold showers.
She added that they received a R178 000 water and electricity bill from the municipality, after which they requested amnesty and received a reduction of R20 000 on the amount.
The month after, their bill, albeit reduced, was still excessive, forcing a meeting with residents about a plan to address the high costs.
Sieberhagen indicated that five geysers were then turned off and that two residents who remained on the site in one section were moved because there was no hot water in the affected area. She also indicated that while the water in the sinks was cold in some rooms, the showers did have hot water.
Additional comments were also obtained from the lawyers who stated that the SAVF policy prescribes the minimum standard of showers for residents who are unable to do so independently is twice a week. On alternate days, a bed wash is done.
They also indicated that bedridden residents are bed washed daily.
Donations
Basson made another claim that excess donations were being sold at an on-site store.
In response, Sieberhagen said they receive donations of food that will sometimes spoil, so they sometimes donate it to Beautiful Harbors as well as some of the churches.
About donations of a different kind, she said they have an idea for such a store called Twice as Nice, though it would be for items they may have a surplus of, or that are not in good condition and are not usable by residents.
She indicated that it was already underway, but had not yet been publicly announced. The funds, she said, will be managed and accounted for accordingly.
The attorneys’ response has been that the management board is actively involved in receiving, managing and redistributing these donations. All proceeds are allegedly used to meet the needs of residents.
Gym equipment
Gym equipment, contributed by donors to improve the residents’ quality of life, was also a point of contention. Basson claimed it was appropriated by the manager in her apartment.
Sieberhagen and Raubenheimer responded via their attorney.
They went on to say that the residents lost interest in the idea after the incident, and the equipment in the activity room was “not really used.” The gym was in the activity room (room 22).
Sunroom
Another allegation was that a sunroom, previously used for residents, now forms part of the driver’s living quarters.
The lawyers provided the sketch below in response.
SAVF labelled Basson’s claims as “false”.
Call for an independent investigation
After Basson claimed that her emails to the CEO had gone unanswered, Basson called for an independent investigation into the conditions at home and suggested impartial figures such as the chief magistrate, Catherine Hugo, or public prosecutor Jaco Badenhorst.
“Rather than heeding these appeals, the SAVF chose to conduct an internal investigation and concluded that the appropriate course of action was to prohibit my access to the premises, instead of addressing the allegations of which I have evidence,” Basson claimed.
Highvelder sought clarity on the internal investigation that concluded that House Ermelo had done no wrong.
The publication asked who conducted this investigation and who the people on the investigative panel were.
The publication also asked whether House Ermelo would be subjected to any national investigations, and asked for confirmation whether any independent investigations had been followed.
The publication received a response indicating that Sieberhagen, SAVF regional manager Mari Louw, SAVF national manager for nursing Sunette Roos, qualified nurse Nel Pretorius and Alta van Heerden, a qualified social worker and independent member, all formed part of the panel.
They also stated that due to Louw, Roos and Van Heerden not being involved with Huis Ermelo, they acted as independent investigators.
Site visit
The publication was warmly received during his site visit on April 11. Sieberhagen and Louw briefed the newspaper on all the ongoing measures the house is taking to improve services to the residents, and the newspaper was also given a tour of the facility.
Despite ongoing construction on the roof and bathroom facilities, the expansion of the Alzheimer’s unit and typical signs of wear and tear, there were no obvious issues or reasons for concern in the areas visited.
Sieberhagen presented her business card and asked Highvelder to also publish her contact details should anyone ever become aware of any complaints. She can be contacted on 065 583 4067.
“If any complaints have ever been brought to my attention and have not been dealt with accordingly, I will accept full responsibility,” she said in response to the allegations made against the company.
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