My father is at Sommerset Neighborhood and he is having things stolen from his room. The food is cold or frozen. They don't know how to transfer him. It takes a long time for management to return my phone calls. They do some things with the ladies, but there's not a recreational therapist there. Most people go to bed at 8:00 at night, but he doesn't. We even had to have hot water put in his room.
I am concerned, and quite surprised to read your post this morning. We try so hard to care for our residents at Sommerset and I am very concerned that you are disappointed in our efforts. Our water temperatures in resident areas are regulated so they are lower that we would enjoy at home. During our very recent health department inspection our temperatures met the required range. When we received the concern that water in your father's room was not warm we immediately contacted a plumber to check our on demand water heaters. We did have to make an appointment and wait for the plumber to arrive for his scheduled appointment. All residents receive showers in a private shower room outside of their apartment so any water temperature in the apartment would not affect shower water temperatures, only lavatory water temperatures. We have also consulted a specialist and will install a larger pump to ensure that warmer water reaches your father's room. When you reported that your father stated he received frozen food I immediately investigated the matter. The food item was a beef brisket. The brisket comes to us from our vendor fresh and was never frozen. Our cook baked it in the oven a day before serving since it takes a while to cook. The next day the baked brisket was removed from our refrigerator, sliced, and put back into the oven for further warming prior to serving.The meat temp documented per regulation was 175 out of the oven, and holding temp was 165. Regulation requires temp of 140 minimum. Please know that if a resident's food cools, or is not warm enough they can ask us to reheat and we are happy to do so. I asked her, and our dietary director reported back to me that she reported our findings to you after we investigated on the same day, after 5pm. We do have a FT activity director and a full activity schedule. Many families actually enjoy coming to our events and we will continue to work to enhance this program. Our activity director reports that she invites your father to our events and he does not want to attend, but he does enjoy the snacks she gives him. I am not aware of any theft from your father's room. We will be reaching out to you to visit about this, and I welcome you to install a camera using our wi-fi. Many families do and it gives them great satisfaction that we are caring for their loved ones. We encourage this when families are concerned. C.N.A.s are trained and tested on many skills, including transferring residents. Our C.N.A.s transfer residents daily, including those requiring two person assistance. We also have regular in-service training and skills checks annually . The skills checks were reviewed during our recent state inspection and we received no deficient practice citations.
I reviewed your concern about delayed responses from management with the unit wellness director and saw many communications by text between the two of you to address your concerns with timely responses and even sending "kudos".
I want to ensure your confidence and will have a manager contact you to come meet with our wellness director, dietary director, marketing director, life enrichment coordinator, and me. We want to discuss your concerns and offer any assistance that we can. -Jessica Guillory, Executive Director