I was not favorably impressed with Residences at Coffee Creek. There were staff that were rude. The marketing people said that they were now able to allow visits any time, but I learned that that was not true and visits were only allowed for a very short time in the morning, or a very short time in the afternoon, three days a week. I wasn't allowed in my mother's room, so I have no idea what the room looked like, but I understand they have their COVID rules.
I bought Mom candy, and she said it was gone. There's nobody monitoring who's in and out of the room or who's doing what because nobody can get in. They gave her medicine twice a day instead of once a day. Fortunately, it's a drug that wasn't detrimental, but there was barely an apology. They agreed after I argued with them that they would pay for it. You have to leave anything you bring for the resident on a table out in the foyer. I brought her cranberry over-the-counter pills, but they disappeared. Nobody could find them. I wasn't happy at all. I bought her BOOST for her nutritional intake, two 12 packs, and they barely lasted two weeks. She had to have medicines monitored, so that was an extra. She had a basic plan and anything that you have to do after that is extra money, and they were pushing me to put her in memory care, which is $6,000 a month. I didn't feel she qualified to need memory care yet. Even if she did, I couldn't pay $6,000 a month.
The outside was fine, very clean, and well landscaped. I was able to come in to the first floor to the conference room. I saw a dining room and a little snack area, and they looked clean. You had to schedule your appointment to visit, and I was there five minutes before my appointment time. The employee said I could sit at the front table and she will get my mom and we can have our visit outside. Another staff member came and said to me, You can't be here. This is reserved for someone else." The nurse that I first talked to said, You can't visit your mom now, she's getting her hair done." I said, "Who made an appointment for her to have her hair done?" She said, "I don't know." She gave me this snotty look and said, "I have to go find out." She came back with the beautician and the beautician said, "I was told to give her a haircut." She told me I have to go in the back and they'll bring my mom out in the back. I went to the back, and I sat in my car and waited for 30 minutes. I called the facility and said I was still waiting to visit my mom, and she said to me, "We brought your mom out there and she waited, but you never came, so we brought her back in." For 30 minutes, I'm sitting there watching the spot where I'm supposed to meet her, so I know that that was a lie. It was awful. It was the worst experience.
Provider Response
Thank you for providing feedback and letting us know about your experience and issue. We deeply apologize that your experience was less than satisfactory. Residences at Coffee Creek strives to accommodate all of our residents and families with the upmost respect and care and we are sorry to hear that you did not experience this.
Due to Covid-19 restrictions mandated by the State of Indiana, we are required to follow the protocols that have been put in place to protect our residents’ and staff’s safety. We wholeheartedly understand that it is terribly hard to preplan and schedule times to visit your loved one during these unprecedented times. We try our very best by allowing guest visits 7 days per week on a scheduled basis in designated areas of our community, practicing social distancing and mask wearing.
We are constantly looking for better ways to keep our residents safe and adhere to State mandates yet allow them to maintain all their social connections. We welcome your feedback on how we can work together to make this time process smoother and more comfortable for all our residents and families. If you wish to speak with us further regarding your experience, we would be happy to address any and all concerns. Please call us. Thank you.”
