Food safety violations climb at Ottawa seniors' homes

On a sunnymorning in June 2016, Joanne Lalondewent to visit her 81-year-old mother at her Orlansretirement home.

As breakfast was being served to the residents, Lalondewatched in horror as her mom, Rhealla Daoust, bit into an odd-looking piece of toast.

The breadwas green with mould.

"We had to eat, so we took the [food]," said Daoust, who suffers from dementia.

"I was livid. That was the last straw," Lalonderecalled.

CBCwas unable to confirm the story with the privately-run home, so is not naming the facility.

Lalonde saidshe filed a complaint with management, but itwent unanswered. Finally, in August 2016, she decided to moveher mother to another home.

"That's not what I wanted for my mother," Lalondesaid. "Why would you put somebody through this?"

Lalonde's experience is surprisingly common.The number of food-related health code violations in Ottawa retirement homes last year was the highest ever recorded, according to data obtained by CBC News through access to information.

All told, the city's 80 privately-run retirement homes committed 345 violations in 2017, up from 240 the previous year, and more than double the number of infractions in2015.

On average, that's about nine violations per home. One retirement residence, LynwoodPark Lodge, accumulated 41 infractions over the three-year period.

Some of the more serious infractions includeraw meat sitting outfor too long,rodent infestations and employees failing to washtheir hands after going to the bathroom.

• Click here to view the infographic on violations by category.

Sick seniors

Ottawa Public Health's(OPH) inspectionprogram is responsible for making surekitchens inside retirement homes are up to provincial standards.Inspectors visita minimum of three times peryear,with additional visits if complaints are filed.

If a violation is found, aninspectorcanlabel the incidentas non-critical, semi-critical orcritical.

Critical infractions could lead tofood-borne illnesses includingsalmonella,E. coliand listeria.

Undercooking meat, contaminatingcooked food with raw food, and insect or rodent contact are considered critical infractions, according to OPH.

Non-critical violations concernthe overall sanitary condition of a home's food service, but do not contribute to illness. Unclean utensils, dirty dish water and overflowing garbage containersare considered non-critical.

• Click here to view aninfographicof the violations by severity.

If a critical infraction isn't corrected immediately, OPH takes action. If an immediate health hazard goes unaddressed, the health agency can order the closure of a facility.

That happens rarely: one-third of the violations recorded over the past threeyears were deemed critical, butno retirement homes were shut down during that period.

"Inspectors conduct thorough inspections," said Sherry Beadle, manager of the public health inspection program at OPH."The regulations are applied broadly."

Building rapport with home managers, educating kitchen staff and responding quickly to client complaints are key to ensuringthe care and safety of such a "high-risk" demographic, Beadle said.

Stafftired, overworked

It's not just inspectors and family members lifting the lid on the unhygienic conditions at some Ottawa seniors homes. Some workers are speaking out, too.

"The staff are overworked," said one current employee whose identity CBChas agreed to protect."They burn out, they're tired."

When things get busy or staff get sick at the home she works at, the employeesaid casual workerswith little training are called to fill in.

Beadle agreedhigh staff turnover and inadequatetraining are a challenge.

"There's a change in staffing that occurs in this industry, so there's always room for education," she said.

CBC News reached out to 19of the homes named in the data. All either declined an interview request, or did not respond.

Howevera manager from Revera, which runs 14homes in Ottawa, issued a statement:

"The health and safety of our residents is our top priority. We work with inspectors in all our residences to ensure that our culinary services meet or exceed all food safety standards and regulations,"KenneyGoldman,vice-president of culinary services at Revera, wrotein an email.

'Go out and visit'

After witnessing her mother endure mouldy food, Joanne Lalonde has this advice for anyone choosinga retirement home for their parents:

"Go out and visit, don't just take the first one and say, 'This is going to be a great place.' Speak to the management, get tours done, have a meal and sit in the dining room. You have to check all this out."

Still, Lalonde, who worked ata retirement residence for two years, said she's learned that someproblems aren't always obvious.

"I've seen a lot. This is probably why today I'm on top of things," she cautioned. "It scares me to death."

• Click here to view data on the number of violations broken down by retirement home.