Lyndale Abilene Memory Center Reviews (%countItem)
Lyndale Abilene Memory Center Rating
Address: 6565 Central Park Blvd, Abilene, Texas, United States, 79606-5857
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Because of my mother's increasing problems with dementia, I decided to place her at Lyndale Memory Care facility. In mid January, 2019, a deposit was made and a week later a resident contract was signed, which cost her a total of $11,848.32. This occurred on a Friday afternoon and our plan was to move her in on the following Monday. On Saturday, the day after signing the contract, I was at the facility and observed residents with severe memory and cognitive impairments unsupervised and soiled. Upon looking for staff to help, I was told that there were only 2 nurse aides on duty. One of them was engaged with an EMS call for a resident who'd fallen, which left only 1 aide to care for, attend and supervise 20+ residents, all with varying degrees of dementia.
As an RN myself, I found the staff to resident ratio to be grossly inadequate and proceeded to notify the RN on call and the Executive Director of my concerns. The RN agreed with my assessment of the situation. After acknowledging my concerns, the ED stated that additional staff would soon be trained, and in the interim, I could always hire a private duty sitter for my mom. The next day, Sunday, I sent a formal letter of notification that we would not be moving my mother in on Monday, and in that letter requested a full refund, since my mom never set foot in the facility and no care had been provided for her whatsoever. I was informed approximately 6 weeks later that only a partial refund would be given. To date she has received less than half of what she initially paid. She has been charged for a room that she never slept in and for care that she never received.
In talking with other residents/ family members/friends of residents, there does not seem to be any improvement of care or resident to staffing ratios. I am appalled not only by the lack care available to the residents living at Lyndale, but also by their parent company, Sagora LLC , who appears to be taking financial advantage of a memory impaired, elderly woman of modest means.
Refund A full refund for my mother, and a higher, more responsible level of staffing appropriate for memory and cognitively impaired individuals. I am also concerned for those elderly residents on fixed incomes who are being taken advantage of financially by charging them $3500, as my mom was, for such nebulous things as "community fees" in addition to monthly rents and services. (Residents even have to provide their own toilet paper).
At Sagora Senior Living and Lyndale Abilene the safety and welfare of our residents is our top priority and we take all concerns and feedback seriously.
We would like to respond to the complaint filed on May 10, 2019.
On January 19, 2019, Lyndale Abilene was staffed with a total of 14 associates while the community had 23 residents residing there. The community met or exceeding acceptable staffing ratios per the state regulations.
The signed Residency Agreement, dated January 18, 2019, provides clear terms for any fees due, termination of agreement and refunds.
The Resident Agreement states that upon executing the agreement, the Resident will pay a one-time non-refundable community fee that is applicable to the type of apartment chosen. The resident paid the community fee in the amount of $3000. The agreement also states that $500 is refundable if the resident submits a written notice within 10 days of residency agreement execution. The community did make an error in processing the $500 and a check has been issued and certified mailed to the responsible party in the amount of $500 on May 19, 2019.
In addition, the Residency Agreement provides the process and terms for terminating the agreement. It states that the apartment is occupied by the resident when they begin to pay the monthly fee. This resident began to pay the monthly fee on January 18, 2019 and the terms dictate that a 30-day written notice is required to terminate the agreement. The Responsible Party provided the community with a 30-day written notice on January 19, 2019. As they would have been responsible for any fees associated with the apartment for the 30 days; however, when the Executive Director met with the family on January 31, 2019, the Executive Director reduced the written notice requirement by half to a 15-day notice instead of the 30-days and made it retroactive to the date of agreement signing.
Based on the terms of the signed residency agreement and the Executive Director reducing the notice period, the resident was returned $5174 on March 7, 2019 and the community fee check in the amount of $500 that was certified mailed as mentioned above.
(The consumer indicated he/she DID NOT accept the response from the business.)
Sagora Lyndale's response is misleading concerning the available staff at the facility. While it may be true that they had 14 associates at the facility at some point, by the afternoon there were only two unlicensed aides providing care for the 23 residents. By nightfall, only one aide was in the facility to care for all 23 residents.
The contract was agreed to and signed in good faith that proper care would be provided my mother at Lyndale Memory Care. Obviously, an important part of caring for residents with memory problems is adequate staffing. The facility failed to provide a safe environment for my mother and thus voided the contract by this failure. As the contract puts the responsibility of resolving any dispute on the patient and her family, we immediately gave notice and my mother never occupied the room or set foot in Lyndale. The meeting with the Executive Director on January 19 took place by phone and not in person. There was no meeting with the Executive director on the 31st of January. During the January 19 phone call the Executive Director stated that they knew the staffing was inadequate, and that corporate had given her permission to begin the hiring process to increase staff.
The basis of this complaint has not changed. Lyndale received funds from an elderly lady with memory issues and did not provide any care whatsoever to her. They continue to refuse to provide a fair refund for services not provided. Sagora Lyndale states that "at Sagora Senior Living and Lyndale Abilene the safety and welfare of our residents is our top priority". However, the staffing at the facility continues to meet only minimum standards.