Marietta Health And Rehab – My Opinion

Marietta Health and Rehab is one of three nursing homes that our hospice agency uses for respite care. The way the process works is that the agency checks to see which facility has availability for the dates requested.  In our case, that was Marietta Health and Rehab.  We used their services for them to care for Gladys for three days and two nights.  This post is my opinion of the services we received over those 2-1/2 days.

Friendliness

The administrative staff, nurses and other staff all seemed pleasant and friendly.  There was a lot of paperwork to read and sign for those three days but the facility administrator constantly apologized and assured me that it was only a few more minutes. Even though Gladys’ stay was going to be short, we were introduced to a bevy of staff people who would assist in Gladys’ care.  Each one was very personable.

The Facility

The facility is a very old. The closets in the rooms have deep, heavy, wooden drawers, the bedding is dark; overall it is fairly depressing.  However, on the positive side, upon entering the facility there is an aviary with colorful birds.  There is also an aquarium. The facility is secure – a code opens and closes the door from the outside and inside.  The cafeteria is bright with one side of windows.

Programs

The facility has scheduled activities, including religious services on Saturdays and Sundays.

Communication

I don’t know about other patients, but in our case communication was definitely lacking.  Some of the problems we experienced were:

• When I got to the nurses’ station when we went to pick Gladys up on Sunday, the nurse in charge thought I was taking her home for the weekend. When I said, “no she’s only here for respite” the nurse look baffled.  One of the other nurses had to explain respite to her. That was scary.
• Gladys’ discharge papers were not ready. The staff said they thought she was going to be there for five days. Every paper I filled out during admission said three days and that I would pick her up on Sunday between 1:00 PM and 2:00 PM.  I got there at 3:00, so she should have been ready.
• I had signed an order that said “family will do laundry.”  This was to make sure that her clothes stayed in her room.  While I was packing Gladys’ clothes, a person came by with one of Gladys’ shirts and a pair of pants on a hanger; she didn’t know whose clothes they were (even though Gladys name was on every item we took to the facility, including her clothes).
• The most disturbing thing was that part of her medicines were missing.  They actually had to find them. So my question was, “If you had to find the medicine, was it administered to her while she was here?”  After checking the chart, it was discovered that she did not receive those medicines over the 3 days.
• Last but not least – I called the facility ahead of time to be sure of what to take for Gladys.  They did not use her night gowns, undershirts or toiletries.  I didn’t eve ask.  By then it was a mute point and I just wanted to get her home.

Customer Service

Even after we had to wait for the staff to prepare her discharge papers; found someone wandering the hall with her clothes; and wait for Gladys to be dressed I was annoyed but managed to keep my cool.  However, when they had to FIND her medicine and discovered that some of the medicines had not been administered, my temper rose but I managed to keep it under control.  Even though I didn’t raise my voice and managed to not call them idiots, my responses were sharp and comments were biting.

One of the reasons my temper began to rise was because of the head nurse’s response.  She kept telling me that this was not her wing so it wasn’t her fault; she was only trying to help out.  I knew it wasn’t her fault, but I didn’t care and that was not the right thing to say. We went round and round about the medicine.  Finally, I just shut up because I didn’t want to lose my temper.  Quite frankly, I didn’t care whose fault it was, I just wanted it fixed.

I work in ministry and I can’t count the number of times that I have apologized for something that wasn’t my fault.  It is so much more calming to say, “I’m sorry that this happened, let me see what I can do to help you.  I apologize for your inconvenience.”

The Up Side

Since I opened my online store, Caregivers Health Mart, I joined a networking group that provides services for the elderly. Before taking Gladys to the facility I talked to some of the people I met through the network and was told that Gladys would be fine for a few days but they wouldn’t advise it for long term care.

I think this facility has potential but the staff needs training in customer service and organizational skills.  It would benefit from a facelift.

This was our experience, what do you think?

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