Sedro Trails Assisted Living

Dear Consumer,The business we run is complex in many facets For the consumer who is moving into a long term care facility, there is much information to receive and understand pertaining to an individual’s services and amenities It is difficult to make a decision on which facility to choose and even more difficult to surrender to the purpose of the type of care prescribed We are deeply sympathetic towards all individuals who arrive to this point in life when hospice care is necessary Unfortunately, the bereavement stage is experienced immediately upon admission beginning with the acceptance of the care level required It is our priority to be honest regarding our services and care, and therefore, provide explanation and documentation of the Resident Agreement to understand our commitment to the client As agreed upon, all care and services were delivered in a professional and ethical manner The care team of nurses, caregivers and management maintained a high level of quality care for the client from the start and until the end The State approves our professional practice of Assisted Living care The State Ombudsman observes and approves of our quality of care towards elderly Case Managers refer families, such as yours, to our assisted living because of the reputation we maintain for exceptional quality care Past and present clients continue to compliment the care we provide to their loved ones And lastly, the wife of the client has graciously expressed gratitude to the staff for providing exceptional care This act of kindness being evidence of approval for the care her husband received We are honored to serve these lovely individuals.The wife of the client was present during the day and night and witnessed the exceptional care we provided to her husband Any time there was a request to make adjustments or “fine tune” any aspect of the care provided, the staff immediately responded to the satisfaction of the client and his wife.On a daily basis, the client and the wife received the love and care that our assisted living continuously provides The client and his wife had the benefit of witnessing our ethical and professional practices every day during your absence Therefore, any claims made implying unprofessionalism, unethical practices, dishonesty or being opportunistic towards elderly can all be categorized as slanderous remarks No evidence supports any of these claims Please, know that our practice is in good faith and carried forth with our utmost integrity and professionalism.***

Complaint: [redacted] I am rejecting this response because:The ***'s response neglects to address the core complaint: the [redacted] agreed to refunding half of the month's rent if the patient passed away in the first half of the monthThe [redacted] has a vested interested in avoiding the factsI have none; I have nothing, not a cent, to gain from this complaintI'm complaining because I'm appalledAs one would expect, the rental and service agreement is comprised of numerous pages - a dozen or moreThe [redacted] does not deny making a special agreement; in their responses they admit to thisHowever, they have neglected to honor it and instead offer the details of something that is not documented in the paperworkIf everything the [redacted] claimed about the financial and service agreement was true, they should be able to substantiate that with paperworkIn this instance, the [redacted] should be responsible and the consumer should be protectedIt is easy to make an agreement that one does not intend to fulfillNot part of my core complaint, but in response to the ***'s claim that "care and services were delivered in professional and ethical manner", she seems to have forgotten how her staff neglected to take the patient's daily vitals until we asked for them, how they forgot to monitor the patient for basic bodily functioning and ignored the hospital's assessment of high risk for injuryIt'd be worth knowing what the average length of employment isYes, the client stayed with the patient for many hours; that was the best way to ensure that the patient was handled properlyThe patient's reports of neglect and injury all happened when the client, family or friends were not presentI can confirm that the client did, in fact, express gratitude to two specific employees; NOT the [redacted] And, as I explained in the original complaint, there were a couple of exceptional workers at the facilityGood work should be rewarded and it wasHowever, the client has no feeling of gratitude to the ***sThe last time the client saw the [redacted] was the day the [redacted] admitted to making the financial agreement, but would not be honoring itThe client has since visited the facility at times when it was known that the [redacted] would not be thereBut getting back to the core of the complaint, why would the [redacted] exclude details of an agreement from the documentation? Regards, [redacted]

Dear Customer: [redacted] I want to apologize for any misunderstanding regarding the Monthly Agreement for renting a room In addition, I want to apologize for the inconvenience of filing a complaint I hope that I am able to offer information that will better explain the terms of our agreement Prior to admission, we were given information by the hospital that an individual was needing a room for month, possibly months for hospice care During the tour, the duration of time for the stay was confirmed to be month, possibly months The wife of the individual asked if the rate could be reduced in the second month The agreement is understood to rent a room month to month However, in an effort to help keep costs low, I was willing to reduce the rate if the stay ended on Day 1-of the second month I honored the request to reduce the monthly rate from $to $per month, as well as waive the move in fee of $ In an effort to avoid spending $10,for months, I was willing to prorate the second month.In the event that a room needs to be rented for less than days, then a Respite Agreement is offered The rate for Respite Care is $a day If the Respite Care option was selected, the amount to be collected would have been $for the days that the room was occupied The rate I agreed to was for $for the days Days through 44, would be prorated Compared to the rate for Respite Care, the monthly rate was much lower than I would typically charge The only way to recoup the costs of care is to have a minimum of a day stay or charge the higher respite care rate per day.The misunderstanding occurred at the beginning when it was explained that the room would be rented for greater than days This information led to the signing of the monthly agreement with the understanding that the second month’s rent would be negotiable I understand that the length of stay could not be predicted by anyone My only suggestion for resolving this dispute would be to switch to the Respite Care rate and pay only for the number of days that the room was rented which would be $(at $a day) The best option would be to accept the reduced rate of $for payment of services and amenities provided according to the Monthly Agreement.May I offer another way to look at the cost savings you received? If you rented a room at the ***in Austin, you would pay $350-$a night for a bed, bathroom and linens The cost of meals would be an additional cost At Sedro Trail, the following items were included in the cost per day: furniture, linens, toiletries, hygiene supplies, meals, medication administration, caregiver staff 24/7, managers providing direct care all night and on the weekends, laundry services and utilities Do you not consider $a night a great value for all of these services and amenities compared to $a night for only a room? The services and amenities that were rendered were above and beyond what any assisted living facility in any city could offer I know without a doubt that no other facility could have provided the quality of care that was received at Sedro Trail The attention to detail and the comfort of the individual being cared for is our highest priority.In conclusion, whether a Monthly Agreement or a daily Respite Care Agreement was signed, the overall goal was to help save you money for the level of care that was delivered Sincerely, [redacted] ***, ***Sedro Trail Assisted Living and Memory Care LLC

Dear Consumer,The business we run is complex in many facets. For the consumer who is moving into a long term care facility, there is much information to receive and understand pertaining to an individual’s services and amenities. It is difficult to make a decision on which facility to choose and even more difficult to surrender to the purpose of the type of care prescribed. We are deeply sympathetic towards all individuals who arrive to this point in life when hospice care is necessary. Unfortunately, the bereavement stage is experienced immediately upon admission beginning with the acceptance of the care level required. It is our priority to be honest regarding our services and care, and therefore, provide explanation and documentation of the Resident Agreement to understand our commitment to the client. As agreed upon, all care and services were delivered in a professional and ethical manner. The care team of nurses, caregivers and management maintained a high level of quality care for the client from the start and until the end. The State approves our professional practice of Assisted Living care. The State Ombudsman observes and approves of our quality of care towards elderly. Case Managers refer families, such as yours, to our assisted living because of the reputation we maintain for exceptional quality care. Past and present clients continue to compliment the care we provide to their loved ones. And lastly, the wife of the client has graciously expressed gratitude to the staff for providing exceptional care. This act of kindness being evidence of approval for the care her husband received. We are honored to serve these lovely individuals.The wife of the client was present during the day and night and witnessed the exceptional care we provided to her husband. Any time there was a request to make adjustments or “fine tune” any aspect of the care provided, the staff immediately responded to the satisfaction of the client and his wife.On a daily basis, the client and the wife received the love and care that our assisted living continuously provides. The client and his wife had the benefit of witnessing our ethical and professional practices every day during your absence. Therefore, any claims made implying unprofessionalism, unethical practices, dishonesty or being opportunistic towards elderly can all be categorized as slanderous remarks. No evidence supports any of these claims. Please, know that our practice is in good faith and carried forth with our utmost integrity and professionalism.***

Complaint: [redacted]
I am rejecting this response because:The [redacted]'s response neglects to address the core complaint: the [redacted] agreed to refunding half of the month's rent if the patient passed away in the first half of the month. The [redacted] has a vested interested in avoiding the facts. I have none; I have nothing, not a cent, to gain from this complaint. I'm complaining because I'm appalled. As one would expect, the rental and service agreement is comprised of numerous pages - a dozen or more. The [redacted] does not deny making a special agreement; in their responses they admit to this. However, they have neglected to honor it and instead offer the details of something that is not documented in the paperwork. If everything the [redacted] claimed about the financial and service agreement was true, they should be able to substantiate that with paperwork. In this instance, the [redacted] should be responsible and the consumer should be protected. It is easy to make an agreement that one does not intend to fulfill. Not part of my core complaint, but in response to the [redacted]'s claim that "care and services were delivered in professional and ethical manner", she seems to have forgotten how her staff neglected to take the patient's daily vitals until we asked for them, how they forgot to monitor the patient for basic bodily functioning and ignored the hospital's assessment of high risk for injury. It'd be worth knowing what the average length of employment is. Yes, the client stayed with the patient for many hours; that was the best way to ensure that the patient was handled properly. The patient's reports of neglect and injury all happened when the client, family or friends were not present. I can confirm that the client did, in fact, express gratitude to two specific employees; NOT the [redacted] And, as I explained in the original complaint, there were a couple of exceptional workers at the facility. Good work should be rewarded and it was. However, the client has no feeling of gratitude to the [redacted]s. The last time the client saw the [redacted] was the day the [redacted] admitted to making the financial agreement, but would not be honoring it. The client has since visited the facility at times when it was known that the [redacted] would not be there. But getting back to the core of the complaint, why would the [redacted] exclude details of an agreement from the documentation?   
Regards,
[redacted]

Dear Customer:                                                                                 ...

                                                  [redacted]I want to apologize for any misunderstanding regarding the Monthly Agreement for renting a room.  In addition, I want to apologize for the inconvenience of filing a complaint.  I hope that I am able to offer information that will better explain the terms of our agreement.  Prior to admission, we were given information by the hospital that an individual was needing a room for 1 month, possibly 2 months for hospice care.  During the tour, the duration of time for the stay was confirmed to be 1 month, possibly 2 months.  The wife of the individual asked if the rate could be reduced in the second month.  The agreement is understood to rent a room month to month.  However, in an effort to help keep costs low, I was willing to reduce the rate if the stay ended on Day 1-14 of the second month.  I honored the request to reduce the monthly rate from $5600 to $5000 per month, as well as waive the move in fee of $500.  In an effort to avoid spending $10,000 for 2 months, I was willing to prorate the second month.In the event that a room needs to be rented for less than 30 days, then a Respite Agreement is offered.  The rate for Respite Care is $300 a day.  If the Respite Care option was selected, the amount to be collected would have been $5400 for the 18 days that the room was occupied.  The rate I agreed to was for $5000 for the 30 days.  Days 31 through 44, would be prorated.  Compared to the rate for Respite Care, the monthly rate was much lower than I would typically charge.  The only way to recoup the costs of care is to have a minimum of a 30 day stay or charge the higher respite care rate per day.The misunderstanding occurred at the beginning when it was explained that the room would be rented for greater than 30 days.  This information led to the signing of the monthly agreement with the understanding that the second month’s rent would be negotiable.  I understand that the length of stay could not be predicted by anyone.  My only suggestion for resolving this dispute would be to switch to the Respite Care rate and pay only for the number of days that the room was rented which would be $5400 (at $300 a day).  The best option would be to accept the reduced rate of $5000 for payment of services and amenities provided according to the Monthly Agreement.May I offer another way to look at the cost savings you received?  If you rented a room at the [redacted]in Austin, you would pay $350-$400 a night for a bed, bathroom and linens.  The cost of meals would be an additional cost.  At Sedro Trail, the following items were included in the cost per day: furniture, linens, toiletries, hygiene supplies, meals, medication administration, caregiver staff 24/7, managers providing direct care all night and on the weekends, laundry services and utilities.  Do you not consider $275 a night a great value for all of these services and amenities compared to $350 a night for only a room?  The services and amenities that were rendered were above and beyond what any assisted living facility in any city could offer.  I know without a doubt that no other facility could have provided the quality of care that was received at Sedro Trail.  The attention to detail and the comfort of the individual being cared for is our highest priority.In conclusion, whether a Monthly Agreement or a daily Respite Care Agreement was signed, the overall goal was to help save you money for the level of care that was delivered.  Sincerely,[redacted]Sedro Trail Assisted Living and Memory Care LLC