Ignite Medical Resort Hanover Park

Corey

I am writing as the daughter of a patient who spent 26 days at this facility. My family was extremely involved throughout his stay. Someone from our family was with him for at least 12 hours every day. One of our greatest concerns was responsiveness when my father needed assistance. There were times his call light went unanswered and times when his call button or other items he needed were not accessible to him. On one occasion, our family arrived to find medications that had been left unattended at his bedside. We raised concerns during his stay, yet continued to encounter situations that caused us to feel we needed to closely monitor his care. The overnight hours became especially troubling. My father told us he was afraid at night and did not believe someone would always come when he needed assistance. Hearing that from a parent who was dependent upon others for his care was devastating. Our family arranged our lives around having someone with him for as many hours as possible. We also had significant concerns involving wound care, communication surrounding medications and potential side effects, and whether we were receiving adequate information about what was happening with his care. Rather than becoming more reassured as his stay continued, we found ourselves asking more questions and documenting more of what we personally observed. Our concerns did not end when his stay ended. Our family later spent considerable time reviewing his medical records and documenting the concerns we had about his experience. We prepared a detailed written account and submitted it directly to Ignite's corporate leadership. We subsequently participated in a lengthy meeting with senior leadership regarding those concerns. During that process, we were told that the matters we raised would be investigated, unanswered questions would be addressed, requested information would be provided, and our family would receive follow-up. We left that meeting believing Ignite's leadership understood the seriousness of what we had brought forward and that we would finally receive meaningful answers. The follow-up we were told to expect did not occur as promised. After the timeframe we had been given passed, I sent a detailed written follow-up addressing the outstanding matters and commitments from the meeting. I did not receive a response to that communication from the executive who had met with our family, and we did not receive the promised findings from that review. It has now been approximately four months since my father left Ignite Medical Resort Hanover Park. He passed away three weeks after leaving the facility, and our family is still trying to obtain answers regarding the concerns we raised about his care. We did not rush to publicly criticize this facility. We spent months reviewing records, documenting our concerns, communicating with Ignite, and giving its leadership opportunities to address them. We participated in the meeting they arranged and relied upon the commitments made to our family during that meeting. Months later, significant questions remain unanswered, promised findings were never provided to our family, and we are still pursuing information we were told we would receive. For our family, what happened after my father's stay became part of our experience with Ignite as well. We had already spent weeks questioning aspects of his care. We then invested considerable time documenting those concerns and bringing them directly to corporate leadership because we believed doing so would result in the answers and follow-up we had been told to expect. It did not. A grieving family should not have to work this hard simply to obtain answers about what happened to someone they loved. Based on everything my family personally experienced during my father's stay and everything we have experienced while trying to obtain answers since, I would never place another person I love in the care of Ignite Medical Resort Hanover Park.