Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Began residing at Morningside House of Leesburg on 4/14/22. Rent was $4995 and care level 4 was $1600. From April 14, 2022 thru January 26, 2023 I paid for and expected to receive quality care & services. Instead I received: delayed call button responses that took more than an hour on a regular basis, baths once per week instead of twice, issues involving medication (meds were given late, meds were not given, BP was not taken before meds were given, a Med Tech gave a med to a CNA to give to me, a Med Tech gave me a med taken weekly on the wrong day, & a Med Tech went home with one of my meds in her pocket), an apartment that the heat did not work and a refrigerator which froze food, etc. On 12/7/22 a new care plan was written without my knowledge changing the care level to custom. This care plan is not accurate and indicates I've declined when in fact I've improved (per Occupational & Physical Therapists). As result of the December care plan my fees increased by $800 per month effective 12/8/22 and I was issued a 30 day vacate letter. The frequency and quality of care I received did not change (for call button responses, baths, meds, apt maintenance, etc). Morningside mandated I have a 2 person assist even though a 1 person assist occurred with all CNAs except one. In addition to the increased monthly fees ($619.35 + $800), I incurred expenses for moving to a new facility. The medical transport cost $519.50. I had to pay a community fee of $1500 at the new facility, ************ Senior Living at Front Royal. Since Morningside House of Leesburg forced me to move, I request reimbursement of $3,438.85 for the increased fees in Dec ($619.35) & Jan ($800), medical transport, and the community fee at ************ Senior Living. Notes: 1. There are other residents at Morningside House that require a 2 person assist. I was singled out. 2. On 1/20/23 ************ Senior Living evaluated me. The nurse rated me as a level 3 (level of care).. Refer to receipt.

  Business Response

  Date: 03/27/2023

  March 27,2023
  
  I am in receipt of ***. ******** complaint and fully aware of the situation, as we have been working closing with the ******** ************************* and ******** ********** of ****** to find a provider who is licensed to handle her high acuity of care.
  At Morningside, we strive to provide the best care and experience for our residents and welcome opportunities to improve whenever possible. Resident care plans are reviewed on a regular basis to ensure our residents receive continued quality care and services as determined by their current abilities. ****************** was admitted with physical therapy goals that were not achieved. Following completion of therapy, her care plan was reviewed, and it was determined that the resident had not progressed to a level that we were able to continue to care for the resident safely as Morningside House of Leesburg is a licensed Level 2 provider and is legally limited on the number of non-ambulatory residents allowed. The revised care plan was reviewed with the resident and the resident was advised that their current care level exceeded that which we were able to care for the resident safely. A discharge notice was issued and the resident moved to another facility with the assistance of the ********** of ******
  This resident was very mad that she had to leave, as our community has an excellent reputation for care and service and routinely receives deficiency-free state surveys. Her examples of lack of quality care and services provided in this complaint by the resident are simply not true. She complained to everyone she could, including multiple ************** who investigated thoroughly were not found to have any merit. Following discharge, the resident received a refund for monies owed in accordance with the executed Resident Agreement and the file has been closed. We followed all State regulations in making decisions regarding this resident's care and discharge. Our number priority is the safety of our residents. 
  

  Please let me know if you have any other questions or we can provide any additional information.
  
  Sincerely,
  *********************
  President & CEO

  Customer Answer

  Date: 03/30/2023

  To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********

  I am rejecting this response because:
  
  Regards,
  
  * *******
  
  Statements in ***************** response are not accurate. The **** of ***** did not assist me in locating another facility. I contacted the local Omnsbudman and Care patrol for assistance. ********** found another facility for me. The discharge letter was issued on 12/8/22 prior to the meeting that the Omnsbudman set up on 1/12/23 to discuss the care plan dated 12/7/22. Prior care plans were not discussed with me. In fact, I was not aware care plans were updated in October and December 2022 until the discharge letter was issued. Morningside knew I was bed ridden as the Director of Nursing met with me in person prior to Morningside accepting me. If Morningside has a limit on the number of non-ambulatory residents, why did they accept me? Morningside treated me

   differently than other non-ambulatiry residents.

  I made progress in occupational and physical therapy.  I kept detailed notes with dates and times of deficiencies. Morningside's call button responses system tracks the amount of time it takes for call buttons to be responded to. Often the facility was short-staffed. On a Saturday it was common for there to be 1 Med Tech and 2 CNAs to cover all residents on three floors. If an employee called out no one covered for them. When this happened there was a Med Tech and only 1 CNA. There was a few instances there was only 1 employee, a CNA, during the overnight shift for the whole building. During a 12 month period of time, DSS conducted at least 4 investigations. Deficiencies were noted. The building was not ADA compliant. HUD required Morningside make necessary changes to the kitchens and bathrooms in each apartment. I paid to receive quality care. It's my right to report deficiencies to the appropriate agencies. Some residents at Morningside have cognitive issues and cannot speak for themselves. Staff at the corporate office, including *************, were included in emails I sent. Corporate did not respond. As I mentioned in my initial complaint Morningside issued a bad check to me for a refund of 4 days rent. The check was returned "refer to maker". Morningside blamed it on the bank. Having over 30 years of banking experience, it was not the bank that caused the issue. 
  

  Customer Answer

  Date: 04/29/2023

  Yes, I received a replacement check for the one that was returned "refer to maker".