ComplaintsforTimberline Knolls Residential Treatment Center

• Initial Complaint

  04/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There a 2 parts to Timberline Knolls: the residential program in ****** and the *** program in ***********. Lemont- My first week I realized I was at a higher level of care than I needed. I told my care team from the beginning. My therapist told me the minimum stay is 30 days, that it wasnt tailored to individual needs, rather a set amount of days I didnt know I had signed my name up for. I was told if I wanted to go to their step down program I would have to complete the 30 days or get abridged by insurance. I proceeded to contact patient advocacy for 10 days and had NO response AT ALL. I was forced to call my insurance and got abridged. My *** was suppose to be with me and they kept that from happening as soon as I got there, forcing me to leave her with no planned caretaker- making my mental health even worse.***********- Another program not designed for individual needs. Advocating for myself lead no where again. Which leads me to the biggest NEGLIGENCE of all. My insurance had approved me for 6 more weeks when I came in one morning and found out I was being discharged for a breach of contract. This breach of contract was me missing the day prior of programming due to oversleeping. No where in the contract did it state anything was grounds for IMMEDIATE dismissal. I had nothing prepared. I did not have a living situation sorted out yet as I was homeless, well known by the program. I stated multiple times I had no money and no way of getting home. I had also just started a special med and had not found a place back home to administer it (it took 7 weeks until I got it again- setting me back tremendously) I had no medication management set up or planned. I had to fight 4hrs with staff to stay the night in the residence I had already paid for for the day to give me time to pack and figure out how I was going home (my hometown is 5hrs away). During the whole process I was in a continued state of hyperventilating (4+ hours) with no intervention from staff.

  Business response

  05/20/2024

  Due to Federal Privacy Rules, we cannot confirm or respond to a specific complaint.However, our practices are as follows:
  
  Treatment and length of stay recommendations within the organization are based on individual needs and assessed by the treatment team.
  Treatment team makes recommendations based on the presentation of clinical symptoms and the individual clinical needs of the residents/clients.
  The level of care is determined through a face to face assessment with a clinician at the time of admission. Base on the information gathered in this assessment, a program recommendation is made.
  Patient advocacy works to address all reported patient needs within 48 hours.
  Patient advocacy works with staff and residents to find resolutions to any complaints.
  Emotional support animals are permitted with required paperwork from outside providers and current vaccinations
  Clients are oriented to the program and provided a list of rules and program expectations including the requirement to attend program. Lack of adherence can result in administrative discharge or dismissal from the program. These expectations are in place for safety and continuity of care. Residents/clients are provided with a continuing care plan upon discharge which includes information on how to contact the facility and providers should the need arise post discharge. Residents/clients are encouraged to continue communication in the event that additional aftercare plans are needed for any reason.
  
  
  Please know we take these inquiries seriously and appreciate the opportunity to respond. 

  Customer response

  05/21/2024

   
  Complaint: 21601525
  
  I am rejecting this response because: the response was regurgitated policy and regulations that werent followed. I was never contacted back from patient advocacy after multiple attempts to get ahold of them and even alerting the social worker. I had all the proper documentation for my *** and was denied the second I stepped through the doors. I had not signed any discharge papers nor was a continuation of care set up for me. Timberline Knolls was negligent on multiple counts during my stay and I want to know something is being done to prevent women in the future experiencing what I went through. The way I was discharged and hyperventilating throughout the whole process (which had never happened ONCE during my stay) is absolutely horrendous. I was in a room with my therapist for 30+ minutes hyperventilating during the process of being discharged and she offered not one word of consolation. Neither did any other staff I interacted with, in fact the director and social worker made passive aggressive remarks, making my heightened state of panic even worse. I called my mother, 4 hours after the discharge process had started and I was STILL hyperventilating and she couldnt understand me. I havent felt so disregarded, neglected and disrespected in my life. The way the facility conducted itself is shameful to say the least and should not be swept under the rug. It has traumatized me and kept me from getting help anymore because of the way Timberline Knolls treated me. What happened to me is not okay in the slightest. I didnt make a formal complaint to read the rules and regulations that werent followed to begin with.
  
  Sincerely,
  
  ***************************

  Business response

  06/12/2024

  Due to patient privacy, we will contact the patient directly to further assist.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter was a resident for less than a week at Timberline knolls. **** as then transferred to a different facility due to acuity. I requested on multiple occasions that all of her belongings be sent to the other facility and I continue to get the run around. they sent very few items including only one pair of pants. I have been told that ******* was talking to ****** to get this over to her shortly.

  Business response

  07/09/2023

  We are currently working with client to resolve issue. 

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