Negligence and treated like a ******** if you care about your loved one

My mother started getting epileptic seizures due to a perforated ulser in the duodenum . During the following 5 years I looked full time after her as I was living in. She was never been left alone. I even lost my business in my effort to look after her. Because the responsibility became too much for me, who is a depression sufferer, me and my stepfather in October 2018 asked for help from my eldest sister Etrecia Lamberio who has her own business Medimatters, who distanced her for 8 years , but nothing came from it. When the situation became unbearable in our household, my sister came foreward in January 2019 and placed her in a rented one bedroom flat at the Bronberg Retirement Estate. Because we were worried about the fact that she is now basically living alone without any supervision and we know that she can experience epileptic confusion sessions as it did happened constantly in the past 5 years, my stepfather called Leon Dirker the Care Facility Manager of La Vie Care who has the Frailcare contract at Bronberg Retirement Estate as well as J**** the Bronberg Retirement Estate Manager and asked that there should at least be a peep-in service to ensure that she is okay. He was promised that they would do an evaluation and discuss it with my sister who placed her there and holds the rental contract and will give feedback to him. As they didn’t give any feedback, my stepfather and I arranged a meeting with Leon in March 2019 and discussed in detail the whole situation and my experience with my mother the past 5 years with him, the Estate Sister and the Social Worker and we were promised that they will sort it out with my sister and as there is no duplicate key for my mother’s flat they will get one that would be kept at Frailcare for an emergency. During the next 3 months my father had continuously to do enquiries as there was no feedback. Eventually Leon called my stepfather on a Friday in June 2019 informing him that they have implemented the 7 day per week peep-in service with immediate effect. The following night at approx. 23:00 my mother fell off the bed when she turned around, landed on the floor and couldn’t get up again nor reach any of her 2 cell phones. Sunday morning about 10:00 I tried to phone her but couldn’t get any answer. After a couple of missed calls I urged me stepfather to call Frailcare to investigate. He called them and they found her still sitting on the cold floor after they had to break the door lock as there was still no spare key as promised. Thus, she had spent 12 hours helpless on the cold floor. There should have been an investigation to determine why there was no peep-in service done that morning but nothing came of it. The next few days she also had to live in her flat with a broken door that can’t lock. I tried to call my mother again with no success. My stepfather called Frailcare and Sr. Russel checked and found her in a very deep sleep on the sofa. Sr. Russel was worried about that and transferred her to Frailcare for the night. Since then she is still in Frailcare as initially there was determined that she can no longer stay on her own and later that her Epilum medication level in her blood is too high. Her balance was also disturbed and her body power decreased so that she has to be moved in a wheelchair. They decreased her Epilum dosage drastically that dropped the level in her blood too much and now try to stabilize her Epilum level again in a safe zone. Because my sister is (from her side) not on a friendly foot with me or my stepfather we have to enquire at the Frailcare personnel in charge about my mother’s condition that had negative results as can be seen in the next 2 incidents: I called Frailcare one evening and asked the lady to take the telephone handset to my mother as I would like to speak with her. No said the lady, she can’t because my mother was the previous day in hospital and she can’t speak. I then got upset because this not what my stepfather said who visited her early the same evening and I am a depression sufferer and very fond of my mother. When I insist to speak with my mother this lady said Aaagg and put the phone down in my ear. When we filed a complaint in this regard they claimed the lady miss understood the name and the phone call dropped because of bad signal reception which is not true. The case is presumably still under investigation. With the 2nd incident my stepfather visited my mother and let me talk to her on his cell phone. Because I know my mother so well I didn’t believe him that my mother’s condition is good and I called Sr. Russel at Frailcare and asked her what my mother’s real condition is because I am a depression sufferer and battle to handle it. Sr. Russel then said that she is also a depression sufferer. I also said to her that my stepfather doesn’t want me to see my mother at this stage and my sister doesn’t want me to see her at all on which Sr. Russel rep**** that I should sort that out with my sister. She didn’t want to give me any indication of my mother’s condition and told me that we are all grownups (implying that I am not) and I should come and see for myself. This attitude upset me very much and I called my father to wait there as I am coming to see and greet my mother because I am planning to leave Pretoria. I had to bring my 2 puppy dogs with and asked my stepfather to look after them in the car and I went in at Frailcare. Because I was wearing single vision spectacles for only driving I couldn’t see properly just behind the counter where Sr. Russel was sitting, so I took my glasses off and tell her I am there to see my mother, asked her what my mother’s condition was (to know what to expect) and that I have called in earlier. Immediately Sr. Russel got up from her chair and said no I can see you are aggressive, I am getting security to remove you. I then asked her “are you refusing me to see my mother, then there will be problems” and went out to tell my stepfather. He came in with me and asked Sr. Russel what the problem was because I only want to see and greet my mother. The black nursing sister with her then said to her she think it would be okay for me to see my mother. Just then the security guard arrived and Sr. Russel said okay but he must in any case escort us but she doesn’t want problems because I am aggressive and I told her no you were rude first. I also asked sarcastic if they are going to shackle me because I am now been treated like a ********. I felt that she over reacting and was totally unprofessional . Even my father said that he was totally surprised by her bad attitude. My mother was asleep so we woke her up, I talked to her, kissed her, told her I love her and we left. Thus I don’t know why I had to be treated like a ******** and the security guard had to stand behind me, invading my privacy with my mother that actually was an intimate private moment. Afterwards my stepfather and I attended a meeting with J**** the Bronberg Retirement Estate Manager, Leon and two ladies from La Vie Care. After we gave the whole background (as described above) leading to this incident, J**** said that we must now concentrate on discussing the incident and the blond lady from La Vie Care took the floor and immediately she started with claims that they cannot allow any aggressive behaviour as there are terminal ill patients in the facility and I cut her short and asked her if she already take Sr. Russel’s side before she even heard my side of the incident. She immediately changed her attitude and then asked me to tell my side of the incident. J**** then undertook to investigate both incidents with all possible facts and will then come back with his report and findings. Afterwards the blond lady came with the argument that they can actually only react on instructions from the party who signed the contract with them, meaning my sister and if she doesn’t agree to a certain service and the costs involved, they can’t do anything about it. In other words, in my opinion it all comes down to the money and not the person’s wellbeing in their care. If they took any attention to our request 3 months ago it wouldn’t come down to these drastic incidents. There was also suggestions that we should have a meeting between ourselves, my sister, La Vie Care and J**** but we told them that would not be possible because my sister from her side has some family feud against my stepfather and me for years and also against my mother until a year ago. Lastly I whatsapped Leon on Sunday, apologised for message him on a Sunday and asked him to just give me the name of the blond lady as I forgot her name. He rep**** only on Monday morning that her name is Rencia Opperman the Executive Manager: Care Facility of La Vie Care.