We have received the complaint dated 3/13/17 and are sorry the person making the complaint was not pleased with her friend’s stay at Saylor Lane Healthcare Center. Saylor Lane strives to meet the needs of all our patients and our track record with a 5-Star CMS rating and being named one of the “Best...
Nursing Homes” in US News & World Report’s 2016-2017 list is evidence that the care provided by our staff stands out among the competition. Regarding the complaints made, our staff has been in contact with the person who made the complaint regarding the issues that were addressed and we have worked with the patient and the responsible party (DPOA) to resolve all of the issues. The person making the complaint was not the responsible party and was not part of any resolution. The staff at the facility provided all of the care that the patient allowed them to. The patient routinely refused to allow the staff to assist with her hair and with her oral care, as she insisted upon doing it herself or waiting until she was home for her personal hairdresser. Staff offered to arrange for her personal hairdresser to come to the building, but she refused. Staff also made arrangements with the responsible party for the cardiology follow-up appointment. The cardiologist was identified and the physician did not want to see the patient until she discharged home. These arrangements were made with the responsible party and not the individual making the complaint. Regarding the hearing aids, the responsible party did not originally bring the hearing aids into Saylor Lane when the patient was admitted because she did not feel that they were needed as the patient always fiddled with them. Later, the person making the complaint apparently brought the hearing aids into the building but did not follow the facility policies and procedures to alert the staff and to add them to the inventory list. Later in the patient’s stay she complained that the hearing aids were lost and that she brought them in a couple weeks prior but could not say the day or whom she gave them to. According to the facility policies and procedures, the facility is only responsible for personal belongings that are added to the inventory sheet. This information was communicated to the responsible party and we informed her that we would continue to look for them and would notify them if they were found. The responsible party understood the situation and was not overly surprised because the patient fiddled with the hearing aids so much. Saylor Lane remains committed to providing high quality care to all of our residents and to make sure their personal belongings are safeguarded. We are committed to resolving all of the complaints that anybody may have according to each individual situation and our policies and procedures.
We have received the complaint dated 3/13/17 and are sorry the person making the complaint was not pleased with her friend’s stay at Saylor Lane Healthcare Center. Saylor Lane strives to meet the needs of all our patients and our track record with a 5-Star CMS rating and being named one of the “Best...
Nursing Homes” in US News & World Report’s 2016-2017 list is evidence that the care provided by our staff stands out among the competition. Regarding the complaints made, our staff has been in contact with the person who made the complaint regarding the issues that were addressed and we have worked with the patient and the responsible party (DPOA) to resolve all of the issues. The person making the complaint was not the responsible party and was not part of any resolution. The staff at the facility provided all of the care that the patient allowed them to. The patient routinely refused to allow the staff to assist with her hair and with her oral care, as she insisted upon doing it herself or waiting until she was home for her personal hairdresser. Staff offered to arrange for her personal hairdresser to come to the building, but she refused. Staff also made arrangements with the responsible party for the cardiology follow-up appointment. The cardiologist was identified and the physician did not want to see the patient until she discharged home. These arrangements were made with the responsible party and not the individual making the complaint. Regarding the hearing aids, the responsible party did not originally bring the hearing aids into Saylor Lane when the patient was admitted because she did not feel that they were needed as the patient always fiddled with them. Later, the person making the complaint apparently brought the hearing aids into the building but did not follow the facility policies and procedures to alert the staff and to add them to the inventory list. Later in the patient’s stay she complained that the hearing aids were lost and that she brought them in a couple weeks prior but could not say the day or whom she gave them to. According to the facility policies and procedures, the facility is only responsible for personal belongings that are added to the inventory sheet. This information was communicated to the responsible party and we informed her that we would continue to look for them and would notify them if they were found. The responsible party understood the situation and was not overly surprised because the patient fiddled with the hearing aids so much. Saylor Lane remains committed to providing high quality care to all of our residents and to make sure their personal belongings are safeguarded. We are committed to resolving all of the complaints that anybody may have according to each individual situation and our policies and procedures.