Ecumen North Branch — Local services in North Branch

I am saddened to have to leave a VERY negative review. My father who was a resident for just over a year and passed recently, did not have a good experience, nor did his family, with Ecumen North Branch. First and foremost, there is NOTHING consistent with their services across the board. Food: poor quality but expensive. Many times missing items of the meal ordered, not receiving what was ordered, same foods over and over, sometimes hard to decipher what the meal was. Presentation very poor, many times leaving the plates looking anemic/slopped. Very little nutritious food for residents who need GOOD nutrition. Staffing: almost ALWAYS short staffed. Aids working alone, double shifts, trying to cover three floors of residents with no other help, very unsafe!! Poorly trained staff, unsure what they should/shouldn't do, mistakes with meds, not being gentle/careful with how they move a resident (banging elbows, toes/feet/knees, yanking of pillows, blankets, causing pain to the resident), coming into the room with no announcement (hello, good bye), not saying a single word during their entire time of supposed care. Using inappropriate language, some times in front of family members, snotty attitudes, swearing. Professionalism should be maintained from staff at ALL times. Aides not having a clue if a resident has had previous medical condition(s) (i.e. previous surgeries/injuries, stroke, which can lead to a resident being tender, non flexible, having chronic pain, not able to speak/think/walk or move properly). Weekends and evenings: a total ghost town, NO RN on the weekends, if you call, you cannot get ahold of anyone. If you come to the facility after hours, you will stand and wait in their atrium for a SIGNIFICANT amount of time before anyone comes to let you in, key fobs or temporary badges/reader might be a good solve/answer assigned to primary care family members who visit. You can walk the entire assisted living side and not find anyone to help you. If the resident pushes their call button/necklace for help (i.e., bathroom), fairly consistently it takes 30+ minutes, many times double and triple that time, sometimes no one ever shows. I will give credit to a few, select group of aides, who were excellent and showed consistent professionalism, compassionate and kind care. These girls were the ONLY trusted bright light and comfort for my father and his family. ABSOLUTELY GET A CAMERA(s) for the room. We would not have known JUST what kind of care/non-care was happening if it were not for these. It was shocking/very scary to know how poor things truly were. Verbally letting them know will not accomplish anything. Leadership: virtually non-existent. Made family members extremely exhausted, stressed and left to feel that WE had done something wrong with expressing our concerns. No initiative by leaders to actually step in on consistent issues, that was pushed onto others (water flows down the mountain). It showed a lack of professionalism, STRONG leadership, care and compassion coming from the top level. Quite frankly, it's REALLY lazy business. There is no value added services, do not expect they will go above and beyond, THEY WILL NOT and not for ANY reason. Summary: when my father passed, they left all the lights on, fans going and his place unlocked. The RN did reach out to express her condolences, but NEVER ONCE did the Executive Director nor Assistant Executive Director (who had been emailed several times immediately after his passing), reach out to extend theirs. There was no special touch such as a battery operated candle and a small "in memory" notice outside his door, no flower placed on his bed, no acknowledgement of any kind. Two weeks later we received a sympathy card with signatures (the vast majority we didn't know) with an unattractive, clear plastic, ornament, no name of the loved one on it/no date. There was no special, personal, thoughtful touch of any kind from Ecumen to the family who had just lost an EXCEPTIONAL person in their life. We were just left feeling he was only a room number...

Poor care!! Low quality! Below average food & nutrition services staff. Unfriendly, inexperienced, you feel like there is no training due to the lack of common sense when dealing with elderly and the many health issues they have. Lack compassion with exception of a small handful of staff who are excellent. Had several issues getting into building over the last year. One time was urgent and I stood with EMS staff waiting and hoping someone would answer phone to come let us in. Another time I stood with resident who was very worried she may not get back into building. Other family had same problems as well. Key fobs, card keys? Drops some bucks for this issue. Leadership are happy to pass the buck and problems dont "really" get fixed. They apparently are just so busy! Sending complaints was a full time job for my family and made our lives more stressful than it should have been. Was worth it for our loved ones care but should not have been necessary. Medication mistakes happen more than just once, twice, or even three times. My family were huge advocates for our loved one and unfortunately saw more negative care issues than positive. Getting a camera helped to see the problems but not "fix" them. Staff didn't appear concerned that they were being observed providing well below average care. An excuse that staff was nervous in front of camera was used once when not acting professional. Snotty comment to our loved one right in front of myself and other family member. Definition of a "good" person and care giver is doing the right thing even when know one...

My mom broke her hip. After her surgery and hospital stay, we needed to find a transitional care place for her to do her rehabilitation before going back home. We chose Ecumen in North Branch and we were so glad we did!

The staff were kind, compassionate and stayed on top of mom's care. My mom actually had a fall while staying there and the clinical director immediately called to let us know what happened. We chose to have an ambulance come and take her to the hospital for thorough examination. Thankfully everything was fine due to the quick response of the clinical director.

The best part of Ecumen North Branch for our family was the SENSE OF COMMUNITY they provided. Everyone was talking together at meal times. Staff stopped to talk to clients regularly and seemed to genuinely care about how their day was going. Staff even offered us coffee and showed us where the treat baskets were. It felt like a big family and I think this is so critical when clients and family are feeling discouraged, depressed and displaced. A moment of care goes a long way! We had someone in the family stop in every day to check on mom. We were never disappointed with the care she received during her stay.

Thank you Ecumen North Branch for getting all of us through a very difficult time of transition. We would choose you again in...