Overlake Terrace

Complaint: [redacted] I am rejecting this response because:Now, perhaps we were given the wrong impression as to the expectations of what we were paying ~$4000/month forMum's response to being abruptly awakened by an attendant to bathe her in badly tempered water was, well, somewhat justifiedSleep was not easy for her thereThe "weeping" on her legs caused by infection has returned due to lack of proper treatment.Efficiency, attendance & comfort have a great deal to do with the quality of the establishmentIt was quite lackingYour sweet staff can only do so muchYour receptionist reassured me that repairs would be handled PROMPTLY--- malarkeyThis is, of course, understanding that due to the volume of your establishment, problems & people can, & obviously do, "slip through the cracks."When a resident is contracted to be there for one month, it is neglectful to the point of asinine to wait two weeks for assessmentThis is obviously done on the speculation that they will be yours foreverI am VERY happy to say that was not our planBut, oddly, we expected to get what was being paid for.Your final paragraph about the shower temperature situation confirms the inefficient trickling of notificationsYou, sir, are in a comfy daze--- out of the loopYour staff should be better respectedThey should not live in fear of losing their jobs for speaking upThe attendant spoke with me quietly about concern, claiming that she had reported it several times before & nothing had been doneFor shame! It should not have taken the complaint of a relative to attain simple upkeep.Sincerely, [redacted] ***

Overlake Terrace Is aware of the concerns with the care of said residentThis resident moved into our community on or about August 13, Prior to the move-in, she was assessed for her needs and a service plan was drafted to address her activities of daily livingPart of the service plan was for our staff to provide assistance with bathingThis service has been offered consistently during her tenancy at our communityHer caregivers have consistently performed their duties by offering the services as per the plan of careHowever the resident has consistently refused services when offered, especially bathing assistanceThis is her right as a resident of an assisted living facility per resident rights as proscribed by the State of WashingtonIn that assisted living is a supportive environment, residents are able to exercise their choice in both the care plan they are under and in the care they receive on a day-to-day basisIt is our practice to reassess each resident fourteen days after they move in in order to see whether the services that were indicated upon moare still validOne month later the resident is again reassessed, and then again every six months or upon a change in conditionIn that this resident elected to live in our community for only one month, and given that we are aware of her refusals to accept services when they are offered, It is our intent to review her bill upon move-out to determine what, if any, credits may be appliedHer move-out date is scheduled to be September 19, Regarding the water temperature situation, this was identified on the day it occurred and was corrected by our in-house maintenance staff in a timely manner once

Complaint: [redacted]I am rejecting this response because:Now, perhaps we were given the wrong impression as to the expectations of what we were paying ~$4000/month for. Mum's response to being abruptly awakened by an attendant to bathe her in badly tempered water was, well, somewhat justified. Sleep was not easy for her there. The "weeping" on her legs caused by infection has returned due to lack of proper treatment.Efficiency, attendance & comfort have a great deal to do with the quality of the establishment. It was quite lacking. Your sweet staff can only do so much. Your receptionist reassured me that repairs would be handled PROMPTLY--- malarkey. This is, of course, understanding that due to the volume of your establishment, problems & people can, & obviously do, "slip through the cracks."When a resident is contracted to be there for one month, it is neglectful to the point of asinine to wait two weeks for assessment. This is obviously done on the speculation that they will be yours forever. I am VERY happy to say that was not our plan. But, oddly, we expected to get what was being paid for.Your final paragraph about the shower temperature situation confirms the inefficient trickling of notifications. You, sir, are in a comfy daze--- out of the loop. Your staff should be better respected. They should not live in fear of losing their jobs for speaking up. The attendant spoke with me quietly about concern, claiming that she had reported it several times before & nothing had been done. For shame! It should not have taken the complaint of a relative to attain simple upkeep.Sincerely,[redacted]

Overlake Terrace Is aware of the concerns with the care of said resident. This resident moved into our community on or about August 13, 2015. Prior to the move-in, she was assessed for her needs and a service plan was drafted to address her activities of daily living. Part of the service plan was...

for our staff to provide assistance with bathing. This service has been offered consistently during her tenancy at our community. Her caregivers have consistently performed their duties by offering the services as per the plan of care. However the resident has consistently refused services when offered, especially bathing assistance. This is her right as a resident of an assisted living facility per resident rights as proscribed by the State of Washington. In that assisted living is a supportive environment, residents are able to exercise their choice in both the care plan they are under and in the care they receive on a day-to-day basis. It is our practice to reassess each resident fourteen days after they move in in order to see whether the services that were indicated upon move-in are still valid. One month later the resident is again reassessed, and then again every six months or upon a change in condition. In that this resident elected to live in our community for only one month, and given that we are aware of her refusals to accept services when they are offered, It is our intent to review her bill upon move-out to determine what, if any, credits may be applied. Her move-out date is scheduled to be September 19, 2015. Regarding the water temperature situation, this was identified on the day it occurred and was corrected by our in-house maintenance staff in a timely manner once.