Key Takeaways
- Video footage shows a carer at Edmund Hillary Retirement Village forcefully yanking Janice Foreman’s arm, resulting in a broken arm and dislocated shoulder.
- Janice lay on the floor for over six hours before receiving hospital care, during which staff failed to follow proper injury‑management protocols.
- Her daughter, Nicky Foreman, describes the incident as well‑Man claimed the facility provided inadequate follow‑up, delayed notes, and a difficult complaints process.
- Additional concerns raised by the family include missed showers, a forcibly removed wedding ring that was never recovered, and a pattern of unresponsiveness to prior complaints.
- Experts warn that elder abuse is widespread in New Zealand rest homes, exacerbated by ageism, insufficient data, and minimal staff training.
- Ryman Healthcare apologized, dismissed the carer, upgraded CCTV, and pledged systemic reviews, but the family says safety improvements remain insufficient.
- The case highlights systemic gaps in oversight, reporting lag times, and the urgent need for stronger regulation and training in aged‑care services.
Incident Captured on Video
The disturbing footage released to Nicky Foreman shows a carer at the Edmund Hillary Retirement Village seizing Janice Foreman’s arm and performing “three big, strong yanking movements.” After the tugs, the video glitches for a couple of seconds, and Janice is seen landing forcefully on the floor, her arm appearing “like a piece of jelly.” The carer then lifts the limp arm and almost drops it back onto the ground. The clip, which lasted only a few seconds, provides stark visual evidence of the force used and the immediate consequence: a dislocated shoulder and a fracture so severe that Janice’s arm was later described as “snapped clean in half.”
Immediate Aftermath and Delayed Medical Care
Following the fall, Janice lay unattended on the floor while staff and other residents stepped over her as she cried in pain. A registered nurse arrived minutes later but, according to Nicky, the staff “pulled her up from under her armpits onto her feet,” a maneuver that contradicts standard injury‑management protocol. No ambulance was summoned at the scene; instead, the family was told they would wait for a mobile x‑ray machine. Over six hours elapsed before Janice was finally transported to Auckland City Hospital, where she remained for months undergoing surgery and rehabilitation.
Family’s Experience and Communication Challenges
Nicky Foreman recounted that when she arrived, the injury was “very apparent,” yet the facility’s staff appeared uncertain about how to proceed. She described the process of seeking information as “frustrating from start to finish,” noting that Ryman initially claimed her mother had “just fallen over.” When Nicky requested the video, she discovered a missing 1.6‑second segment precisely at the moment of the yanking, which Ryman attributed to an old system glitching coincidentally. The family felt they had to “chase them every step of the way,” with meetings repeatedly postponed or rescheduled, indicating low priority given to the complaint.
Additional Allegations of Neglect and Missing Property
Beyond the physical injury, Nicky highlighted a pattern of neglect preceding the incident. Janice had gone “twice 12 days without being showered,” prompting repeated complaints that were met with vague assurances. Moreover, Janice’s wedding ring vanished during her stay; Nicky asserted it was “forcibly removed,” leaving a bruise, and the item was never recovered. Each time the family raised concerns about missing items or inadequate care, they were told an investigation would occur, yet no follow‑up was ever communicated. The Health and Disability Commissioner later informed Nicky that investigations in aged care typically face an 18‑month lag, with only two staff members handling all complaints nationwide.
Expert Commentary on Elder Abuse in New Zealand
Dr. Yoram Barak, associate professor of psychiatry at the Otago School of Medicine, emphasized that elder abuse is “huge” in New Zealand and rooted in systemic ageism. He noted that while the Office for Seniors and the Ministry for Social Development have attempted to address the issue, funding shortages have limited progress. No official data exist on abuse prevalence in rest homes, but extrapolating from Australia, the US, and China suggests that 40‑45 % of older adults in nursing‑home‑type settings experience abuse. Barak warned that New Zealand’s community‑dwelling older adults already have the highest reported abuse rates in the Western world, making institutional rates likely comparable or higher. He also pointed out a critical lack of training and mentoring for aged‑care staff, which leaves caregivers unprepared to handle residents safely.
Ryman Healthcare’s Response and Reforms
In a statement to Nine to Noon, Ryman chief operations officer Marsha Cadman called the event a “serious and deeply distressing incident” and expressed sincere sorrow. The organization accepted responsibility, dismissed the carer, informed the family, launched a full investigation, and cooperated with authorities. Ryman asserted that the CCTV footage was provided in full, retained permanently, and shared with investigators. Following the incident, Ryman conducted additional internal and independent reviews, upgraded its camera system in December 2025, and pledged to strengthen oversight, staff training, and safety protocols. While maintaining that such events are “extremely rare,” the company reiterated its commitment to resident safety, dignity, and well‑being.
Broader Systemic Issues and Calls for Change
Nicky Foreman’s experience underscores broader deficiencies within New Zealand’s aged‑care sector. The delayed medical response, absent documentation, and the difficulty in obtaining timely answers point to weak accountability mechanisms. Experts and advocacy groups argue that without reliable data, mandatory reporting, and robust staff training, similar incidents will continue to occur. The case has renewed calls for government action: increased funding for elder‑abuse prevention, standardized injury‑response protocols, regular independent audits of retirement villages, and enforceable penalties for facilities that fail to protect residents. Until these systemic gaps are addressed, families like the Foremans will continue to bear the burden of advocating for basic safety and dignity for their loved ones.