Non responsive facility

Tiredjelly

I’m new to this forum.  My mom is in a memory care facility.  I have trouble with the administrator answering my emails.  Some are regarding care and others are suggestions for facility improvements.  Very frustrating.

Sjodry

Tiredjelly,

Can you expand on what you mean?

Sandy

Rescue mom

A little more info might help. How long has it been?  Can you call? Can you stop by in person? Can you find out if the admin even got the emails, or did they go to junk, or did an assistant intercept? Etc etc. You said emailS, how many do you send? Did they used to answer and now don’t? Maybe they are working on your “suggestions” or maybe they don’t understand them?

Salsam

Will some of the caregivers text you?  I had good luck with that.  Is there another facility nearby, or a hospice agency you can work with? I moved my parents after bad experience with the first MC facility, and I got the recommendation of the place to move them to from the second hospice company I worked with.  Hope this helps. Look up reviews of the facility on indeed.com, or as a person seeking employment there.  It is eye opening. 

 The place needs your business.  

Good luck.  

towhee

Hi and welcome- I agree we need a little more info. Also that you need to check to see if e-mails are being received. I'll add that for care questions you need to make sure you are sending to the right person, it might not be the administrator you need. Does the facility have someone in charge of patient care services, someone who oversees the CNAs and medications?

Suggestions for facility improvements-In my pessimistic opinion these often don't go over well. They can be taken as you telling them they are doing something wrong, and they feel they are the experts and you are not. There is the liability issue as well, they simply do not want to admit they could have done something better. Even if they think it is a good idea, almost all changes/extra training cost money. Many administrators are not owners and have to get approval to spend money. Owners priority is often on things that will decrease liability and increase occupancy with private pay residents, often something visible and flashy. This is my opinion based on limited experience and four years of frustration. Take it for what it is worth.

Looking up reviews of facilities on employee websites is a neat idea. 

Quilting brings calm

There may be  legal or medical reasons for many of the  things they do.  For example, my parents’ ASL has to follow the guidelines put  forth by the state department of health and also by the home office.  This location is part of a chain. They can’t just decide to do debility improvements.   They may not be able to do the changes you suggest due to that, due to insurance requirements, due to liability issues, due to staffing issues or  because they know it won’t work.  They have to balance  the needs and wants of all their residents.  Residents that behave like toddlers

The next time you are visiting, in a friendly manner, inquire  about staffing. The director at my parents ASL often works late, or covers a night or weekend shift for a resident assistant. There are 57 residents and 18 employees.  She is doing admin work in between being on the floor, helping with  meals or activities. Your director may be reading your email and done 5 things immediately afterward… forgetting you expected a reply.  Bring up your questions one or two at a time whenever you are face to face with her. 

If your email application has the read notification ability, turn it on for your emails to her, that way you know they were opened.  

ladyzetta

Hi Tiredjelly,

I agree with what the others have said. As far as Suggestions for Improvement, that may not be the way you want to address the issue. When my DH was in  MC there was a meeting I can't remember I think monthly. The meeting was the director the head nurse the MC nurse and myself. At that meeting all my questions were answered and I was given updates on how my DH was doing. As the others said there a rules they have to go by due to regulations, insurance requirements, liability issues and probably more then I know about. But they are interested in any changes that can be made. They want to make your LO comfortable as possible. Relax, smile and ask about those meetings, believe me they want to work with you. Take Care

Salsam

The facility I worked with had a "Wellness assistant" to the Head Nurse....she would always promptly answer texts about when I took my parents out for doctor appointments, etc. 

The nurse with the highest credentials was way too busy.  She was in charge of 25 residents in MC and also the other 100 plus in the AL side.  

The director who admitted us was kind and did not answer emails quickly and apologized, but this was right after CoVid and they were busy trying to get business again. Once they were admitted to the facility she was not the person who was the best contact person.  There were some good workers, and I took them gift cards sometimes...it is not easy work.  

You did not say the age of your mom, but my parents were in their 90's and they qualified for Hospice care.  You also did not say if you live close by.  In my case, I wanted them very close by because I had taken care of them in my house until I could not manage it anymore. 

The facility allowed me to visit whenever I wanted to, and I went frequently.  I did have to wait a quarantine period because of CoVid before the first visit, but they were good about telling me they were ok.   

Unfortunately, if a facility is busy it takes going frequently to know what is going on.  

Cynbar

I agree that the administrator may be too busy with other things to answer your emails promptly. Try asking the staff who would be the best person to contact with questions and concerns, possibly the unit manager. I bet that person will be a whole lot more responsive.