Jeanne C.
Yelp
My 90 year old mother with a diagnosis of moderate Alzheimers and overall frailty as well as balance issues was admitted to the memory care unit of Touchmark West Hills in January. After several years of increasing home health and requiring round the clock observation to prevent falls, we felt that this was a good choice for her. Given the fact that the facility is beautiful and that she knew many residents living in the independent part of the complex as well as the services including life enhancement, we thought she would receive safe and appropriate care while benefitting from the services. It was a disaster and thankfully, we removed her before she sustained more serious injuries.
The memory care units are woefully understaffed. At the time the requirement was that there be a a caregiver and a medication aide-minimum-for each wing. Hers had 15-17 patients. Oftentimes, the medication aide covered two wings so they were there only half of the time. In addition to passing medications, they were supposed to assist the caregivers in providing personal care, such as incontinence care; meals which the caregivers served, cleared, washed dishes and cleaned the tables; bathe; change bed linens and provide appropriate mental health support for humans with life altering dementia. To be clear, this was not the fault of the caregivers or the medication aides. For the most part, they were compassionate people who were trying to do an impossible job. They were sabotaged and those who did speak up were disciplined.
Time and again we documented how the basic services-bathing, bed changes, incontinence care were not provided. How could one person or possibly two provide that level of care to 17 confused patients? Impossible. When we raised these issues we were told that we basically expected too much ("What did you think it would be like?") and that her needs were unknown to them prior to admission. They said that staffing was an issue as it is industry wide, but they (A) Continued to admit patients to units which were known to be understaffed, (B.) Continued to pour money and resources into building more units rather than funnel those funds toward raising salaries and retaining excellent caregivers and (C) Not utilizing the supervisory RN and caregivers at the administrative level on the floor with the patients when needed. The medical manager of the health care facility is NOT a medical professional and could not have delivered competent care and yet he was directing the RN and LPN. Unbelievable! The executive director is from the hospitality industry, which may be fine for the independent living section, but should not be overseeing a residential care facility.
Within 6 weeks at Touchmark, my mother lost greater than 10 pounds. We found the scale and weighed her as it had not been done. She had 7 documented falls. She developed a UTI within the first 2 weeks because of lack of proper hygiene. Other residents were injured by falls or by other confused patients. We witnessed a large patient assault a vulnerable one with no staff member in site. I intervened and tried to calm down the agitated and confused gentleman. This happened twice in one night. We are filing a formal complaint with the state but prospective family members should be extremely wary of placing a loved one there.
