ComplaintsforElk River Health and Nursing Center of Fayetteville

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My mother, ****** ****** became a long-term patient at the facility in September, 2021. About a month later, some of her clothes disappeared. This became ongoing. In December, I had to purchase a new round of flannel gowns. Soon afterwards gowns and a pajama top disappeared. From the beginning I inquired about the missing clothes and would always be told 'we will look'. She passed away in February, 2022. After calling the owner, he stated that I would be reimbursed for the missing clothes. As of yet, I have not gotten and kind of contact concerning the ongoing problem from the beginning of her stay. The flannel gowns were of a good quality. The missing clothing is worth at least $100. I am seeking a reimbursement for the clothing that I had to buy and the ones that she came there with.

  Business response

  06/01/2022

  Business Response /* (1000, 14, 2022/05/16) */ This family member has reported on different occasions missing clothing of her mother's. Each time the facility would search for the items and as they are found would be returned to her mother. At one point we educated her that the clothing needed to be labeled so we could ensure it got back to the correct resident because clothing was not labeled with resident's name. After we spoke with family member, the family member did label the clothing. When residents are admitted, an inventory form is filled out describing what items were brought in to the facility and as items are brought in at Christmas time, etc. we ask that they get added to the inventory list. The items that are being described as missing were not listed on the inventory sheet and some items were brought in at Christmas, but the items were labeled by the family member. I have spoken with family member in the past and did inform her that I would be glad to replace the items if she could let me know where they were purchased, amounts, etc. Another employee was also present when this discussion took place but I have not heard anything further, until I received a call about this case. Prior to this call I did not receive any mail with this concern nor have any of my staff when I asked about it. Upon discussion with my team and corporate office, we are willing to reimburse the family member $100 although she failed to follow back up with us for this to be resolved internally. I hope the family member will be satisfied with this outcome and do apologize for the miscommunication. Consumer Response /* (3000, 16, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no inventory sheet completed when my mom was admitted. It was during Covid and the paperwork was completed in the parking lot. The helpful laundry ladies did not find my mom's expensive flannel gowns. I went to the director and showed her a photo and description of items missing. Each and every time I was told they would look. I expressed that I have heard that for months. I was perpetually put off then I called the CO in Cleveland, Tn and was told that I would be reimbursed. It became a broken record that we will continue to look. I wrote the facility a letter indicating that I needed to be reimbursed for the lost gowns so the director is lying about my not communicating this. I never received a response about the letter I sent even telling them that the CO said I should be reimbursed. The registration person is completely aware of all this. This is dishonestly at the highest level. Business Response /* (4000, 18, 2022/05/24) */ The family members information has been submitted to our accounts payable department for reimbursement. Consumer Response /* (2000, 20, 2022/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the proposed resolution, however, I have not received the reimbursement for my mother's clothes. When I receive that, I will have resolved this.

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