Cartersville Crossing

Truly hoping Administrative Officers are reading, as this review is less than complimentary of the care, compassion and stated commitment, which you state as defining your community, rather the contrary. If you had a loved one admitted to a Health Care Facility, would you approve of: NEGLECT - Failing to respond to “Call Bells” for assistance CASUAL CONVERSATIONS BETWEEN STAFF MEMBERS - Oblivious to their surroundings, lamenting their disdain for assisting those, incapable of assisting themselves ELDER ABUSE - Failing to simply provide proper hygiene (leaving the resident to lay/sit in their feces and urine for hours on end [as reported by a 1st Shift Technician, alerting us to the 3rd Shift’s disregard for properly executing their Health Care Duties]) MISCOMMUNICATIONS - Failure to return calls, after numerous messages being left OVERALL SANITATION - Finding Cockroaches throughout the building If this is care, compassion and commitment which defines your community, then we have chosen the absolute wrong environment, which should never be bestowed upon any individual Your direct feedback is requested As we continue to work, to ensure our family member is treated with dignity and receives the best care possible, we will continue to communicate openly, while affording timely and accurate feedback

We recently admitted my mother-in-law to this facility for rehabilitation following a broken hip. Unfortunately, our experience was stressful from the very beginning. When we first arrived, there was a noticeable odor throughout the building, and the facility felt quite warm. The room she was assigned already had another resident who needed assistance getting to the restroom. One staff member responded but said she needed additional help. It was at least 20 minutes before anyone returned. During that time, the resident became increasingly distressed and was visibly uncomfortable. When assistance finally arrived, we could hear staff complaining about having to clean her up. Their attitudes were not what we would expect from individuals caring for elderly residents. Another significant concern occurred during the one night we stayed. My mother-in-law needed assistance getting to the restroom, so I pressed the call button and started a timer on my phone. After 10 minutes, she could not wait any longer. Since no one had arrived, I assisted her myself. It wasn't until 26 minutes after I pressed the call button that a staff member entered the room. I explained we had already handled the situation but needed help emptying the bedside commode. The staff member showed me how and took care of it. We were also told the night nurse would bring her evening medication, but it was never brought. For a rehabilitation facility caring for elderly residents, that response time was very concerning. We also found the overall cleanliness of the room and bathroom to be below our expectations. Leaving a loved one in the care of others is already emotional and difficult, and first impressions matter greatly. Another concern involved dietary management. My mother-in-law is diabetic, yet she was served a sugary dessert with lunch. After we requested a replacement, the second dessert was also not appropriate for a diabetic diet. The lunch ticket indicated she was supposed to receive a Glucerna shake, but when we asked about it, we were told they were out. Additionally, during the evening shift, we observed a staff member walking the halls with what appeared to be her young daughter or granddaughter. At one point, there was also a dog in a staff area with the child. This did not seem appropriate in a healthcare setting. To be fair, there were several staff members who were compassionate and professional. The RN, Administrator, Social Worker, and Activities Coordinator were kind, understanding, and respectful when we explained that we did not feel comfortable leaving my mother-in-law there. They listened to our concerns and helped arrange her transfer to another facility. I would also like to recognize the gentleman from Physical Therapy who visited her. He was kind, professional, and made a very positive impression on my mother-in-law. I believe there are good people working at this facility, and we did encounter employees who genuinely cared. However, based on our experience, there are areas where staffing, cleanliness, professionalism, responsiveness, and resident care need significant improvement. While some employees demonstrated kindness and compassion, others displayed attitudes that did not reflect the respect and dignity elderly residents deserve. Ultimately, we chose not to leave my mother-in-law here. She has since been transferred to another rehabilitation facility where we feel much more comfortable and confident in the care she is receiving. The difference in the environment and overall experience has given our family much greater peace of mind as she works toward recovery. This was a very emotional situation for our family. When families make the difficult decision to place a loved one in rehabilitation, they need to feel confident that their family member will be safe, respected, and cared for. Unfortunately, our experience did not give us that confidence. We are grateful for the staff members who showed compassion and professionalism, but the overall experience was not what we hoped for during such a vulnerable time.