Haven Health

We were extremely disappointed in the care my mother received after a fall. The CNA's were, for the most part, very nice, but completely overworked. When mom would press her call button for assistance, the staff would come in and silence the alarm, but leave immediately, promising to "be back in a minute". After waiting for 15 minutes, mom would ring the bell again, only to get the same response four times in a row. Needless to say that she had to use her diaper because no one helped her to the toilet. On at least 2 different occasions, when asking for help to get to the toilet, staff told her to just go in her diaper.Mom was supposed to get and hour of PT/OT 5x per week. She rarely got it more than 3x per week, and never for more than 30 minutes.The facility finally offered an assessment meeting after 30 days in the facility. I know at least some of the other facilities in Tucson do that weekly so as to keep family informed of the treatment plan and progress.When the assessment meeting finally happened, mom requested her OTC sleeping pills, which we agreed to provide an unopened bottle to the staff the next day. Despite providing them, the nursing staff instead gave mom trazadone, an antidepressant (she was not depressed). Within days, mom's condition started deteriorating. She started vomiting, losing weight and eating less (she was never eating well in the facility, but she basically stopped eating). No one on the staff bothered to check for side effects.I believe the root cause of the Facility's issues is that they do not have a holistic approach to patient care. Employees go through the paces of their day, but no one on staff is advocating for the patient. Fortunately, we visited mom every day, so we were able to see the team at work and attempted to advocate for her. I feel sorry for any patients who half no family to look after their best interests. Ultimately, we moved mom to another facility.

Our Mom had a serious hip fracture and needed to go from the hospital to a rehab facility. We toured all facilities around Green Valley and landed on Haven. The facility is not the newest or cleanest, but we felt that the staff were kind and attentive. I spoke with the Resident Relations Manager at intake. She said that family involvement is welcome, and we would be involved in the discharge plan. Once Mom got there, she really liked the outdoor atrium and the birds, and she felt staff were kind as well. Kindness goes a long way, but it does not always indicate competency. Started with a small thing. We let staff know the chairs her room was unsafe. "We're in the process of improving our facility." PT and OT didn't come for appts several times. "We're understaffed so appts are missed sometimes." Roommate's TV is on very loud and prevents Mom from getting much needed sleep. "We'll talk to her" (nothing changed for over 3 weeks.)They wanted to put Mom in diapers when she was already using bedside commode at hospital. We had to repeatedly advocate for appropriate toileting practices. Staff expressed their reluctance to do this, telling Mom it would be "easier" and would "hurt less" if she had a diaper. We finally got the PT to tell staff she will use the commode, period.When Mom went off site for a Dr. appt, Dr. was alarmed at how swollen her surgery site leg was. He asked about elevation even when sitting. Mom said her wheelchair didn't have a footrest because Haven didn't have any so her leg hung off the chair onto the floor. He said a footrest must be attached to wheelchair. When she got back to Haven, they told her they didn't have a footrest for the right side of her chair. They took a left side one and attached it upside down.When Mom suddenly began wetting the bed, we discovered that she hadn't been getting her incontinence prescription because Haven ran out of it 3 days ago and hadn't gotten it refilled.It was obvious that Haven did not appreciate our advocacy to get these issues addressed. Then bureaucracy manipulation that were thinly veiled efforts to exclude my sister and I from advocating for our Mom. Discharge process was simply abhorrent. I pray our family does not need a rehab facility in the future. I understand that Medicare facilities are not Club Meds. I understand tight budgets and needing to 'make do' with some things. I get sometimes mistakes happen. What is not acceptable is missing and broken equipment, medication mismanagement, and dishonest communication.

June 25 2024. They currently have seven patients with active cases of Covid. NONE of the staff is wearing masks. Not the nurses, not the patient care technicians, not the food service workers who bring the meals to every room, NO ONE.I counted NINE staff members who were not wearing one.l asked an employee who came into my mother's room (after she had been in a room with a Covid patient) why she wasn't wearing a mask. She patted her pocket and said "Oh, I have one in my pocket".I asked the nurses at the nurses station and they were defensive and unpleasant. One said "we don't have to wear them in the nurses' station". Well, they weren't wearing them anywhere.I am trying to get my mother transferred to a different facility because they are not implementing their policies to ensure that infection control standards are being followed. My mother has Parkinson's and cancer. Covid could kill her. I am beyond disgusted that they aren't taking it seriously.One said "we don't have to wear them in the nurses' station". Well, they weren't wearing them anywhere.I am trying to get my mother transferred to a different facility because they are not implementing their policies to ensure that infection control standards are being followed. My mother has Parkinson's and cancer. Covid could kill her. I am beyond disgusted that they aren't taking it seriously.