‘Serious concerns’ with Portage Avenue care home: province

The Manitoba government has placed licensing conditions on a Winnipeg personal care home after an inspection uncovered “serious concerns” related to the safety of senior residents.

Health Minister Uzoma Asagwara confirmed the province issued the order against the Extendicare Heritage Lodge — an 86-bed nursing home at 3555 Portage Ave. — effective June 9.

“This is an important oversight tool, and it is not used lightly. Conditions are imposed when there are serious concerns that require enhanced oversight and clear, corrective action,” Asagwara said in a statement.

“Our expectation is simple: Extendicare must meet the standards Manitoba seniors and families deserve. We will continue working with the (Winnipeg Regional Health Authority) to monitor this facility closely and ensure the required improvements are made.”

The order means all new patient admissions to Heritage Lodge must be reviewed and approved by the WHRA before they can enter the facility. The health authority has developed a remediation plan to improve care.

The licensing conditions are the result of a “routine inspection” of Heritage Lodge that “identified concerns with how safety incidents for residents with complex cognitive and behavioural care needs were reported, escalated and addressed,” an Extendicare spokesperson said in a statement.

“We take this feedback seriously,” the spokesperson said, noting the care home is “focused on strengthening how we support residents with these acute needs, improving related clinical documentation, and reinforcing how incidents and complaints are reported and escalated.”

One woman, whose 91-year-old mother has been a resident at Heritage Lodge since 2024, said she was not surprised when the licensing conditions came into effect.

She described the facility as unsafe, unclean and understaffed.

“As far as sanitation, it’s disgusting. The lack of staff and attentiveness to the residents is very sad. When a resident asks to have their diaper changed and it takes more than two hours for a staff member to come and take care of them, that’s pretty nasty,” said the woman, who asked not to be identified out of fear of retribution.

The woman stressed she does not blame health-care staff at the facility, who she described as “run ragged.”

Under provincial law, all 124 personal care homes in Manitoba must meet a minimum set of standards designed to ensure safe and appropriate care of residents. Licences for the facilities are renewed annually.

The standards address a range of care factors, including communication, safety and security, housekeeping and laundry services, infection control, care plans, nutrition, staff education, complaint management and more.

“As far as sanitation, it’s disgusting.”

Facilities are regularly reviewed in both scheduled and unannounced assessments.

At any given time, approximately one or two of Manitoba’s personal care homes are subject to conditions imposed on their operating licence, a ministerial spokesperson said.

In a statement, the WRHA emphasized it will inform prospective residents and their families that the facility is under conditions.

“Our focus remains on ensuring stability for residents, families, and staff — and on upholding the standards Manitobans expect from our health-care system,” a WRHA spokesperson said.

Internal notes from a June 23 meeting with Heritage Lodge staff, which were obtained by the Free Press, include a reminder that “call bells must be answered in a timely manner to ensure safety and reduce escalation of behaviours.”

“Staff must respond to every resident who is calling out, regardless of your assignment,” the notes said.

“Increased presence and engagement on the units is expected at all times.”

The meeting notes include orders to improve cleanliness, use proper personal protective equipment and document the dietary intake of each resident daily.

The Extendicare spokesperson said Heritage Lodge has introduced new behavioural support training for staff, increased internal audits to track progress and created new programs to engage with residents.

Gina McKay, president of CUPE Manitoba, said Extendicare and the province must bolster staffing and resources at Heritage Lodge.

She criticized Extendicare and provincial authorities for issuing improvement orders to staff, who are “doing the best they can in impossible conditions.”

“It puts a real pressure on the staff in terms of keeping seniors safe and comfortable in an environment that’s enriched,” McKay said.

“It’s not just the staff who make these decisions. This is on Extendicare… to make the commitments, to advocate for funding, to meet with the minister and talk about funding models.”

Her union has, for years, demanded that the provincial government improve patient-to-staff ratios at care homes and ensure residents receive the care they need, McKay said.

tyler.searle@freepress.mb.ca