I am writing to share my family's experience a week ago, Saturday March 30, 2013, when we attempted to have a tour of the facilities at Martha & Mary in Poulsbo. Due to the ineptitude of their staff the experience was a complete disaster.
On Monday, March 18, I spoke with the director of social services. I was very specific that we wanted to see all facilities, including independent and assisted living facilities. I explained that my 89-year-old mother is living independently and not incapacitated at this time, but we were doing our research in preparation for the time when she may need to make a change in her living situation. (Note: At NO TIME during this conversation did the social services director advise me that there are no assisted living services at the Poulsbo location.) I requested a tour at 2 p.m. on Saturday March 30 to accommodate family from out of town. She advised that the person I should ask for on Saturday March 30 would be a specific manager. She also asked if we could be there by 1:30 p.m. in order to allow for enough time for the tour.
On Saturday March 30, we arrived at Martha & Mary at about 1:20 p.m, expecting to see everything that might be appropriate for my mother, expecting to be able to have our questions answered, and expecting to be able to go over the financials for every option. Not unreasonable expectations by the family of a prospective resident one would think.
We politely advised the gentleman at the reception desk that we were there for a tour with (specific manager's name). When she arrived in the reception area, she was clearly not expecting to conduct a tour and our request/arrangements had NOT been communicated to her by the social services director. Not only that, she told us she had NEVER done a tour before. Not something I was expecting to hear from someone who's supposed to be a manager there. In any case, it went downhill from there. She took us downstairs to the rehab facilities and showed us around. My brother asked about the rehab therapy services; she had to refer to a fact sheet to answer the question (we were standing in front of the rehab room at the time). We asked about seeing the assisted living facilities, and initially she said she had to call someone. Later, after we sat waiting for a good 20 minutes, she told us there are none at the Poulsbo location (please see paragraph above where it is noted that I specifically mentioned this to the social services director, who didn't bother letting me know this at the time I was making our arrangements). So we asked about seeing the independent living facilities and we were told we could not because there was no one available there who could show us around. It became very clear that this manager was going to be no help whatsoever and the visit was a complete waste of our time.
We are not a bunch of know-nothings. Three of us work in the health care field. I work in HR for a mental health facility, my husband is a master's degreed psychotherapist, and my brother is a licensed clinical social worker and MSW who has worked for a nursing home. We did not appreciate the unprofessional, incompetent manner in which we, a prospective resident and her family, were treated by the staff at Martha & Mary.