I am 93, and I am normally not a complainer, but I was pushed to the edge at Watermark! I was a patient at Watermark for over a month. I was brought to the rehab/nursing facility at Watermark by ambulance from Magee Rehabilitation Hospital on Saturday, April 25, 2015. I was immobile due to a hip fracture, and I was also suffering from a bedsore. I was put into a bed by the ambulance attendants and just left there, completely unattended for hours. When someone finally came in, I said that I had a bed sore and needed to be turned every two hours, but I was told that no one there could touch me until I was evaluated. I was not evaluated until the next day, and was not taken care of at all for any of my medical needs!
Despite the fact that I had severe edema and my legs were terribly swollen (approximately 24 lb. of excess water), and the fact that I am diabetic, it was difficult to get the appropriate diet. Even though this is supposed to be a skilled nursing facility, the dietary staff seems unable to grasp the concept that they are dealing with patients who have different medical dietary requirements.
There was also a problem with the dietary staff either not filling out menus or not getting the information at all on menu requests.
A major problem at Watermark is that they don't have enough employees to take care of patients. Even though I was not supposed to get out of bed myself, after waiting over 20 minutes for someone to help me get to the bathroom, I risked falling and hobbled there myself. I had such a hard time using the toilet that I ended up messing up the bathroom. Another time, when I had difficulty using a urinal in bed, an aide refused to help me telling me that I had to learn to do it myself. When I said I would report her, she said, "Go ahead, report me!"
For three days, I was not given my diabetic medication. I was told that the pharmacy hadn't delivered it yet. I was given the same reason when I did not get my glaucoma eye drop. Obviously, the nursing staff doesn't keep up with pharmacy prescriptions in a timely way. When my diabetic medication was there, the nursing staff did not administer it at the proper time in relation to meals, something that's very important for a diabetic. At one point, when I was about to get insulin, I had to have a quick bathroom trip, but the nurse just left. I had to track her down to have her give me my insulin.
I was still non-weightbearing when I had an appointment with a doctor outside of Watermark. I was in a wheelchair, and Watermark was supposed to send me to the doctor in a van with an aide. They said they couldn't spare anyone and wanted to send me alone in the van. Fortunately, they were able to send an aide with me, maybe because they would have been legally responsible if I had been injured on the trip to the doctor.
I had so many problems with the care I was receiving that I requested a meeting with the head of Watermark, the head nurse, the nutritionist, and the social worker. Only the head nurse, the nutritionist, and the social worker came to the meeting, and after 20 minutes, the head nurse said they had to leave and I should put my complaints in writing. When I did thank the head nurse for sending me to the doctor with an aide, she knew nothing about it. She pointed her finger at me and said, "You didn't tell me that an aide went with you to the doctor!" I answered her, "Am I your patient or your employee?" She backed off. On another occasion, I was sent to a doctor's appointment, without a aide. Needless to say, the problems and concerns I raised at the meeting were ignored.
When I was supposed to be returned to Magee Rehabilition Hospital after being approved by my doctor for weight bearing on May 13th, the Watermark social worker acted as though he had never requested a hospital transfer before and endlessly delayed my transfer back to Magee--a scheduled transfer that never took place. Since the Watermark facility is only approved for 30 days, this delay cost me a lot of money, which I would not have had to pay if I had been properly transferred to Magee. A Watermark administrator actually came to my room with a bill when I was two days over the 30-day limit! That wasn't the end, though, and another bill arrived when I got home.
The only good thing about Watermark was the physical therapy department. When I entered Watermark initially as a rehab patient, I was actually interested in possibly moving to a Watermark apartment when I was back on my feet. My experience there was so horrible that I would never recommend Watermark to anyone. Even the people who are healthy and enjoy the independent lifestyle at Watermark must fear the possibility of needing the nursing care on the second floor.
I’m very sorry to hear that your experience was not a positive one. I reviewed the care and communication records of your stay with us this past summer. I would like to learn about your admission experience; could you please contact me at 215-563-1800 at your convenience? I sincerely apologize for your dissatisfaction and hope to speak with you soon. Thank you for helping us learn more and improve. Sincerely, Jennifer Tapner, Executive Director