I complained about lack of adequate housekeeping in sister’s assisted living. She has severe neuropathy and hand contracture, so can’t pick up dropped items in her room. Staff just leave the items on her floor and step over (food, crumbs, paper, silverware, garbage, anything). I wiped up a spill on her floor and cloth came away filthy black. No way it is being mopped once weekly. The admin. response, of course, is to offer option to charge more for added service. Is this fair? Fine, I guess, if they won’t do what they consider “deep cleaning”, but should she be charged for each dropped item on the floor? How do I respond without losing my cool?
Per administrator email:”Per our housekeeping services, we do a deep clean once a week which includes sweeping, moping, vacuuming, cleaning the toilet, wiping down surfaces. If Nxxxx wishes to have additional housekeeping throughout the week or a deeper clean that would be an additional option for increased services. Please let me know if this is something you both are interested in. Unfortunately, our housekeeping does not include washing dishes, deep cleaning refrigerators, cleaning trash bins, or general picking up items on the floor for residents.”
Really, the CNAs can't pick up knowing resident has a problem? Would want to see the cleaning schedule to make sure the roomnis cleaned. At Moms, they would not touch anything that had nick nacks on it because they were afraid of breaking them. So, they did not dust at all.
Be sure and document the deep cleaning and what is actually happening. You will need this to file written complaints with the health department. Using the same water is unsanitary in an environment that is dealing with incontinence. I would CC the owners (whomever they are) and be very clear that the ED was made aware, make her aware in writing, and that you will be filing complaints with ALL agencies.
I would encourage you to put everything in writing and make it clear to the facility that you want written, not verbal responses.
All these places care about is money.
I suggest informing them that a weeks worth of excess should not result in clumps of filth and that you will be documenting this yourself on your iPhone.