University Heights Health and Living Community Inc

Our family members were residents of University Heights Health and Living Community on June-October of '16. The staff lacks communication with each other, with the patient, and with the family. When we asked questions about our family members’ health in Long Term Care, no one seemed to know anything about them, their care, or their current status. No one ever knew details of labs, results, current conditions of issues, or even if they had eaten that day. Answers were always vague, or not available. We were commonly told "We are severely understaffed. Can you call back and ask someone else later?" We felt that the patients here were neglected because the majority of the on-floor staff seemed uncaring, and seemed bothered to have to check on the residents. The policy is that each resident is checked on every 2 hours or less, however, we spent a number of hours at a time in the room, and never saw anyone come in. The response time to pressing the call button runs on average from 45 minutes-2 hours. This response time was consistent over 5 months. The staff seemed to be unaware of the general health of our family member, and we would regularly have to call and request them to be seen by the Nurse, or ask to have common medical procedures started. Most of the time, the health issues were first reported to Nursing by family. Due to lack of medical skill and knowledge, their medication was administered incorrectly, and they were taken to the hospital where they spent 2 weeks in ICU, and another week in a regular room.