Layhill Center Nursing/Rehabilitation

7-1-15To Whom It May Concern,Layhill Center Nursing f Rehabilitation did receive a copy of the complaint from the customer regarding mouse sightingsThe complaint was investigated at the time it was receivedBelow please find a summary of the findings:The Maintenance Director spoke to this family member regarding her concern so that it might help us to identify the area of concern and to assure we were effectively managing this concernThe Maintenance Director asked this family member to be specific about when and where she has seen the miceAt that time the family member indicated she had not seen the mice but had heard there might be an issueThe Maintenance Director then spoke to the resident involved who indicated she saw a mouse in another room she was in but had not had an issue in her current room.We recognize that in a facility such as this we need to have processes and oversight for pest management in place so that pest issues are identified and addressed timely.We have met with our pest management company regarding the sightings of mice in the building during the month of April and ongoingWe have done some additional staff education regarding documenting pest issues in our pest management and maintenance booksThe maintenance books are checked daily for any pest concernsAdditional glue traps have been placed throughout the building and are checked and any findings recordedSeveral residents rooms have been cleaned because of hoarding and those rooms are being monitoredSince most of the sightings have been on the 11–shift, the Administrator and Maintenance Director has been periodically coming in to meet with the 11–shift regarding this issueAs of 6-12-the feedback has been that they are only seeing this problem every now and then whereas approximately months ago it would have been nightlyThese oversights will continue to be in place on goingThe Maintenance Director has discussed these interventions with this family member and she seem to be ok with our interventions.Currently this person's love one is in a semi-private room with a working phoneWe can not guarantee that we will move her love one to a private room but will assure her that any future, concerns will be dealt with in a timely manner.RegardsLayhill Administrator

7-1-15To Whom It May Concern,Layhill Center Nursing f Rehabilitation did receive a copy of the complaint from the customer regarding mouse sightings. The complaint was investigated at the time it was received. Below please find a summary of the findings:The Maintenance Director spoke to this family...

member regarding her concern so that it might help us to identify the area of concern and to assure we were effectively managing this concern. The Maintenance Director asked this family member to be specific about when and where she has seen the mice. At that time the family member indicated she had not seen the mice but had heard there might be an issue. The Maintenance Director then spoke to the resident involved who indicated she saw a mouse in another room she was in but had not had an issue in her current room.We recognize that in a facility such as this we need to have processes and oversight for pest management in place so that pest issues are identified and addressed timely.We have met with our pest management company regarding the sightings of mice in the building during the month of April and ongoing. We have done some additional staff education regarding documenting pest issues in our pest management and maintenance books. The maintenance books are checked daily for any pest concerns. Additional glue traps have been placed throughout the building and are checked and any findings recorded. Several residents rooms have been cleaned because of hoarding and those rooms are being monitored. Since most of the sightings have been on the 11–7 shift, the Administrator and Maintenance Director has been periodically coming in to meet with the 11–7 shift regarding this issue. As of 6-12-15 the feedback has been that they are only seeing this problem every now and then whereas approximately 2 months ago it would have been nightly. These oversights will continue to be in place on going. The Maintenance Director has discussed these interventions with this family member and she seem to be ok with our interventions.Currently this person's love one is in a semi-private room with a working phone. We can not guarantee that we will move her love one to a private room but will assure her that any future, concerns will be dealt with in a timely manner.RegardsLayhill Administrator

Review: My mother ([redacted]) was initially placed into this center (Lay hill Center) through her medical insurance([redacted]) for rehabilitation. When my mother was due to be released from the center I was scheduled to go on vacation. I asked the center how much it would be for my mother to remain in their facility for five days so I could go on my scheduled vacation. The center reported that the rate would be 375.00 per day. I agreed to leave my mother in the center for 5 more days so I could go on my vacation. When I went to pay for my mother's accommodations at the center they insisted that I pay them for 7 days, and they would reimburse me for the 2 unused days once she was discharged from the center. My mother has been discharged from the center for almost a year, and I have yet to be reimbursed for the two days. I have made numerous contact(i.e.. phone, and face to face) with the center's staff to attempt to obtain my monies due to no availDesired Settlement: I would like to be refunded for the amount due to me 750.00 (2 days of care).

Business

Response:

October 8, 2014Dear [redacted],Thank you for your reminder letter that we had not as yet responded to the referenced complaint. Please be advised that due in part to a turnover of staffin our business office the refund for [redacted] was missed. We processed the request in September and a check in the amount of $862 was cut on October 1, 2014.We apologize for the oversight and delay in processing this refund. Layhill Center strives for our business office to provide good customer service and timely responses to any client inquiries. If you have any questions please do not hesitate to call.Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,