Where the Heart Is by Cogir

Our rating 1.0 Following glowing 4.9 recommendations and a wonderful tour. We moved our 91 year old mother into Where the Heart Is, Burlington WA. The reality we experienced could not have been further from those initial observations. Once our Mother moved in, nothing was provided as promised in the tour. We had to ask multiple times regarding housekeeping, laundry service, 2 hr regular nurse check-ins, shower support, her help medallion (worn around her neck), medications, a $500 move-in refund, general nursing support and something as simple as her preferred name (she used her middle name but everyone used her 1st name). The nurse support was completely inadequate and unprofessional. The medicine techs were given very little direction and we had to coordinate the distribution of her medications ourselves. While the medicine techs were allowed to administer insulin shots as prescribed, they were not authorized to administer lovenox (a blood thinner) shots. That fell under the nurse's responsibility. As prescribed, our Mother required a morning and evening shot until a medical biopsy could be performed. The nurse initially said we would have to administer all shots on the weekends. Then she informed us that she wouldn't be administering the evening shot because her schedule was "too fluid." Finally, the nurse told us that we would have to administer the morning shots also because she "had to get kids to school ". The marketing representative was very warm and cheery, until after our Mother moved in. She was little help with our concerns. The one positive was the facility was great, nicely laid out with small communities, and the rooms are very nice. Nikki in the front office was wonderful. Very personable and helpful.

Overall, we’re happy. You do a good job engaging the residents in various activities. Specific caregivers go out of their way to care for Sally. Concerns: 1. Sally’s clothes and wheelchair are often caked with food. 2. Items (glasses, wheelchair pad, clothing) often go missing and we have to find them. 3. Billing issues. I was not satisfied with the credit my mom received while she was in the hospital and rehab facility after her surgery last spring. 4. Some of your best people (Jenny, Kristi) have been let go, I understand. We miss them. It’s very concerning to me. Addendum: I want to make clear that the billing issue I had while my mom was rehabbing outside the facility had nothing to do with Nikki (who is great, by the way!), but with corporate accounting which did not take into the account the credit we were due.

Everyone from the office staff to the nursing staff and the CNA’s are so caring and compassionate. I toured several facilities before deciding on Where the Heart is, and after touring the facility, my mind was made up! It was such a difficult decision to decide to have my mom live in an assisted facility, but the staff at Where the Heart is truly cares about her and helped make the transition go smoothly.

For the most part, my Aunt receives adequate care. I visit every week, even though my aunt has aphasia. However there are issues that could be improved; I frequently can't find clothes or items that clearly have been marked as her belongings. Also, my cousin reported smelling urine in her laundry and bathroom. I believe the most important is lack of communication. I found out that Glorya's bedframe had broke after she had to sleep in a recliner for 3 nights. This could have been avoided had someone notified me, but they never did. When I asked why, I was told they assumed someone else had told me. I would also appreciate a call if she needs something like toothpaste, shampoo or lotion, etc. There is also a new director, and though this is week 2, I don't know who he or she is. Thank you for taking this into consideration.