Sylvan Crossings Assisted Living & Memory Care

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Here at Touchstone Senior Services, LLC we always want our
residents and families to be satisfied with the services we provide.  In this industry it is common for some item
to go missing.  There are many variables
to this and reasons behind it.  Upon any
item...

going missing we do conduct a full investigation. In this case our
investigation was inconclusive.  Staff
was not aware of what happened to this bedside medication.  The resident did move out to live back in an
independent apartment.  We are not aware
of whether or not the resident may have taken the medication back to the
independent apartment.  In situations
like this Touchstone Senior Services, LLC does have a policy stating that we
are not responsible for lost or stolen items. 
The Admission Agreement that is signed prior to admission into our
facility that was signed off on by the residents representative states
“Resident agrees to hold Sylvan Crossings and its employees and agents harmless
for any damages or injuries resulting from reasonable acts or decisions made in
good faith, as well as any loss or damages sustained by:
a.      
Action of any third party;
b.     
Fire;
c.      
Water;
d.     
Theft;
e.     
The elements;
f.       
Loss of any articles, money or personal
property.
In this case we are willing to make a one-time exception and
compromise by paying for 50% of the medication.
 
Sincerely,
 
[redacted], MHA, CDP,
CADDCT
Chief Operating Officer
 
Sylvan
Crossings Assisted Living & Memory Care
[redacted]
[redacted]
[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Review: My mother (I am POA) was placed in Sylvan Crossings in Fitchburg ([redacted]) to assist her in recovering from a broken bone. We were told that all medications for her had to be handled by the staff and that all medications had to be ordered from [redacted] Homecare Pharmacy. The list of medications from the doctors office was out of date and included a very expensive drug (Premarin Vaginal Cream).

When we discovered this, I called the doctor's office [redacted], Internal Medicine, Dean Clinic - Fish Hatchery, Madison, WI 608-252-8253) to send them the new medication list. I also spoke to [redacted] at Sylvan Crossings and told him that they should not accept the Premarin and to have it sent back. This was on 7 May 2015. He assured me that this would be done. In the meantime we received the bill from [redacted] with the Premarin included ($246.47). I called [redacted] and talked to [redacted] and she told me that they had sent an order to Sylvan Crossings to return 4 of the drugs including the Premarin on 12 May 2015. Only 3 of the drugs were sent back but not the Premarin. At the end of the stay (16 June 2015) we were given the drugs that remained but the Premarin was not included.

I was just called this morning (2 July 2015) by [redacted] at Sylvan Crossings and was told that this drug was a "bedside" drug and that they didn't have any responsibility for it and would not pay.

Our contention is that 1) the Premarin was NOT returned to [redacted] as I directed, and that [redacted] had sent a request for it's return, and 2) We did not have control of the drugs, but rather Sylvan Crossings.

Our request is that this does not seem to be a valid business response and that they should share in the cost of this drug.Desired Settlement: Since my mother did not control how the drugs were handled (she was required to have the staff administer all of her drugs) and did not have physical control of the drugs, that Sylvan Crossings should pay for the drugs since they did not return them to [redacted] as both I directed and the order from [redacted] to have them returned.

The cost of the drug Premarin is $246.47

Business

Response:

Here at Touchstone Senior Services, LLC we always want our

residents and families to be satisfied with the services we provide. In this industry it is common for some item

to go missing. There are many variables

to this and reasons behind it. Upon any

item going missing we do conduct a full investigation. In this case our

investigation was inconclusive. Staff

was not aware of what happened to this bedside medication. The resident did move out to live back in an

independent apartment. We are not aware

of whether or not the resident may have taken the medication back to the

independent apartment. In situations

like this Touchstone Senior Services, LLC does have a policy stating that we

are not responsible for lost or stolen items.

The Admission Agreement that is signed prior to admission into our

facility that was signed off on by the residents representative states

“Resident agrees to hold Sylvan Crossings and its employees and agents harmless

for any damages or injuries resulting from reasonable acts or decisions made in

good faith, as well as any loss or damages sustained by: