Willowbrook Place

Good place, seems like caregivers were involved. Liked that they have a staff/caregiver meeting every morning to update on resident's activity. Regular resident' checks documented. Motion detector in all rooms.

Staff does not ensure residents needs are being met as far as hygiene is concerned. This is a memory care facility, residents have dementia and dont know or remember to brush teeth, shave, and shower. I live out of town and everytime I go visit my relative his hygiene is deplorable.

Willowbrook Place has a group of compassionate caregivers who have the innate ability to meet the residents where they are with their specific needs. These caregivers are able to assist the more challenging residents in a positive, caring manner. However, the following are some serious concerns that I have observed regarding the care of my loved one and other residents: - LACK OF RESPECT AND COMPASSION due to inadequate training. This is evident when some of the caregivers speak to the residents in harsh tones and raised voices often using poor choice of words for people with dementia. For example, "you're NOT supposed to be in there" as opposed to redirecting the resident, "let me help you find your way"; arguing with a resident ("I want to go to the 2nd floor" "there is no 2nd floor...NO, NO there's no 2nd floor"); humiliating a resident (“You wet your pants, now we have to change you”- in a scolding manner); pushing a resident in a wheelchair with their feet dragging underneath the chair and yelling, "Lift your feet" instead of telling the resident that they are being moved and perhaps pulling the wheelchair backwards so the resident's feet are not bent underneath the wheelchair.  - LACK OF SUPERVISION AND ACCOUNTABILITY of the caregivers and other staff.  This is evident in the continuing inappropriate interactions with residents, and residents’ family members.  - LACK OF COMMUNICATION between executive director, other administrative personnel, and residents' family members. This occurs especially when staff changes are made such as not informing families when the nursing position was vacated and was not immediately filled, and when caregivers are no longer employed with the company leaving shifts short staffed.  - LACK OF ENSURING RESIDENTS RIGHTS are respected and adhered to as stated in Willowbrook Place’s Residents Rights Policy. For example, forcing a resident to bed or into his/her room to convenience the staff.  I have addressed these concerns and others with different levels of management including the facility’s executive director and a Principal in Anthem’s corporate home office. I do not feel my concerns have been taken seriously or given any reasonable consideration since there has been little or no change(s) in the negative behaviors and interactions exhibited by some of the staff.