The Legacy Willow Bend — Attraction in Plano

I do not expect to be WOW'd in the Healthcare industry, but I do expect the basic needs to be met. My mother was in the rehab for almost four weeks .

NEGLECT

1. my mom did not have confusion before entering the facility and despite me telling the speech therapist , etc that no one thought to do a UTI test till I asked for one. the nurse on duty then noticed my mom had not had any blood work taken in the 3 weeks she was there.
2. my mom walked down the halls and was going to walk out the ambulance door but one of the ladies at the front desk saw her. So no one stopped her down two halls of the facility at all- none of the workers.

HIPPA violations

1. the social worker Judy shared my info to an assisted living place without my consent nor anyone talking to our family about how my mom was doing or options. I had an assisted living call me is how I found out my information was shared. When I informed Judy of this she said she does it for everyone
2. twice Legacy sent included copies of Humana's information of my mom and 2 other patients with the invoice This info has people's name, date of birth, member id, group number, etc.

Lackof communication

1. no onboarding documents provided. no admission work sent to us till we were leaving
2. social worker unaware of paperwork for transportation to my mom's doctor
3. No one from Legacy staff got the transportation folks when they arrived nor brought my mom up to front to transportation till 15 minutes after their arrival
4. Meeting with the social worker, Director of PT and nursing was uneventful - no questions about my mom from them at all nor no detailed information provided from them. Social worker did say usually insurance pays 21 days and then sends a letter to us 3 days in advance of when the patient needs to go home.
5. Only a large size of Depends was provided to my mom, her depends leaked, got on her gown and the worker put the stinky gown up on a shelf in the closet overnight.- not in a bag or anything. The closet stunk. When I spoke to the nurse about this they stated they only had larges and x-large. My mom is a 95 pound woman.
6. I emailed the Director, Deanna Stansbury, of my complaints and did provide compliments to two associates. She never acknowledged my email. That email address was provided by Judy/Social Worker. When I did talk to Deanna and provided some feedback there was never any follow up on if things were getting better.
7. run around on insurance- how many days cover,, when they would receive letter for my mom to be released from insurance, . When we were ready, my mom had UTI and the social worker told my dad she could not leave with a UTI. the nurse said that is not true at all.

I would find another place for your loved one if you are looking for a...

Had my father transferred from hospital to here for the skilled nursing due to his numerous health issues. We arrived on a Friday and I had him quickly discharged the following Monday. While my father was completely miserable being there, no fault of the facility, the lack of attention and sketchy answers I was given is what made me get him out as fast as possible. Came to visit Sunday was told he has been having catheter leakage but they certain they fixed. I returned following morning and noticed foley bag was still empty. BONE DRY…I asked nurse how long has his bag been empty, she said oh I hadn’t noticed. (Maybe she just started shift for the morning..trying to give benefit of the doubt cause she was very pleasant) I asked if he had leakage still or is it possible it’s not working and he’s retaining fluid.Was told the dr came in at 4am and changed out the catheter (which sounded suspicious) Another nurse came and felt bladder and said doesn’t feel full and that it would take hours to get a third party to come to do bladder scan. Seems like a place with elderly patients with catheter or bladder issues they’d have a scanner readily available. I just got bad vibes and said wanted to have him discharged immediately. Nurse arranged discharge paperwork for me, most pages blank as I was wanting to get him out of there at that moment. I took my father to urologist hours after leaving the center and he was in fact retaining, they drained at least 500ml of urine off his bladder in a matter of seconds. Can’t imagine what would have happened had I let him stay another day or more. The facility is clean, rooms are prettt drab and basic. Staff was all nice but maybe overworked to point missing details and not able to provide care that is needed for our elderly. We also found IV port left in his wrist when we got home. (Nurse friend had to come over to take out) I don’t blame nurses or the assistants. They can only do so much with tools they are given, and again I feel the nurse to patient ratio is not...

After having a relationship for 5+ years with this company on both the patient side, and the staff side, I feel that I am qualified to give an honest review of The Legacy.

My relationship with The Legacy started in 2015 when I had one of my staff members family members living in assisted living. Safety of staff and residents is something that I saw with this persons family member. When it became unsafe for this family member to be in assisted living, the staff at The Legacy met with my staff member to make sure the best we done for my staff members family member. The decision was to move this family member to skilled. During the next few years, anything that could be any kind of problem, or change in status of the family member was communicated to my staff member, 24 hours a day. When the end of life of my staff members family member was near, the communication increased. I have never seen such compassion from a long term care facility (I have worked in long term care for almost 10 years).

As for the staffing side, I see how this place operates, and patient care and comfort is the top priority, I don't think I have seen people move so fast when something comes up that needs to be handled. This location has at least one deficency free survey from state regulators, that is an extremely hard feat to do for any facility that deals with seniors. It is a very thorough process and days long, meaning the state is in the building going over records, all records, and monitoring staff for mistakes.

In the end, working in long term senior care for almost 10 years (as stated above), seeing what happens at other long term care facilities across the nation, I wouldn't think twice about having one of my own family members being admitted here, nor would I have to wonder if everything is being communicated to me, as I have seen that first hand.

Edit: I am not a staff member of The Legacy, I simply know...