Trilogy Health Services

Horrible, place. Nurses are nice but most at not helpful and lie about what they will do. Office staff say worse rude on cell phones giggling when supposed to be helping me. Stay away.

Before admitting our loved one to Prairie Lakes, we checked and were told by the facility that they could care for hospice patients that were bed ridden and unable to communicate their needs. When we arrived, our family and hospice nurse spent a few hours explaining all of our loved one’s needs to the staff. • First night, staff attempted to take our bedridden loved one to the bathroom and dropped them to the floor. • Next afternoon, our loved one had the same sheet that they transported them from home on. It was soiled through the sheet. • Staff would drop off food trays and leave knowing they could not feed themselves. When we asked, the staff was totally put out that they would have to feed our loved one if we were not there to help. • Meds were always overdue and staff would have to be reminded. During one occurrence, they said they gave the medication already but a family member was there and knew they hadn’t. We asked to see our loved one’s chart to check the daily meds and they got very upset that we asked. • Witnessed staff giving the incorrect dose of medication to our loved one. • Heard an aid tell the nurse on duty that a patient wouldn’t communicate their needs to them so they could just lay there until they did. The nurse didn’t even react or guide the aid and left the patient in the room unattended. My family took shifts around the clock for a week to help and be with our loved one. We brought the above issues up with the staff to let them know our concerns and was told by Executive Director, [name removed], if we did not like the care, we needed to move our loved one. If your loved one needs help to care for themselves, I would stronger recommend you to find another facility. One that is willing to work with you and understand your loved one needs that they deserve and you pay for, especially in their last days of their life. We did move our loved one to a wonderful, caring, and loving facility that did meet all of these needs.

I would NOT recommend that you take your love one to another facility. There are some good Staffers but not enough to risk your love one life and wellbeing. My mom was at your facility from Thursday to Sunday. So for 4 days, she had different combination of support for the Staff, I was not happy due to nobody follow-up with us on her admission, person to contact for emerging issues and care management. In addition, I witness one of Staff on Saturday morning marching with altitude and giving my mom meds without saying what they are and if she truly needs it (refers to pain). I stop her and simple mention to first tell her with your giving her and ask if she want it. She in turn roll her eyes and march out with an even bigger attitude. Then, I approach her outside the room to speak with her on it and she was discussing me to another staffer, I simply said, it her right if she want to take the pain. Sunday, I was not happy to learn from Staff at 5pm that my mom was severely dehydrated and high temp, my sister and brother both visit earlier, why anybody mention it to them. I was not impress, if issues came up they told to call admission, which was not open until Monday, well we never made it to Monday. Yes, it true that there are not enough Staffers for each person.

The biggest mistake we made was staying too long, My mom was in the memory care, But the problem was there was a lack of untrained staff And lack of staff, a lot of times there was one person on night shift, One person can not care for all those patients, My Mother's bathroom always smelled like pee it never smelled clean. There are a few I just loved but there were ones I care never see again. My mother had 12 UTI wasn't getting her briefs changed regularly, Wasnt getting showers, We had four meetings with administration and The director But every question has been dodge, We fought with answers over the billing, We went 5,000 to 6,[removed], over 7000, and no read out what or why your bill is so High and they have this so-called point system going on that they will claim your loved one is 3 level or level four which is crap It would be alright if you actually were getting the care But she got less care and paid more money we had enough, Please think before you make the decision to move your Love ones in this place, Money is their game, Place might seem like nice building But what goes on in there isn't good at all, I can say what a lift of stress off my back when we left the keys there, I can't even give this place 1 star,But I had to in order to post my review I wrote this review to try to help ones looking to care for your loved one. Do not bring them here.

I am visiting my God-Mother, it's 8:30 pm and [name removed], the [date removed] nurse on duty has yet to give my God-Mother her medicine. When I went out to inquire, she was sitting with [name removed] talking and playing on her phone. This is totally unacceptable!!! My God-Mother takes her medicine at 7:15-7:30 pm and it is now 8:27 pm. She has dementia and NEEDS to be on a schedule. I plan to call the Executive Director, [name removed] in the morning [date removed]. I am totally dissatisfied. Communication is poor. Don't bring your family members here! The staff is lazy, they don't communicate with family and the care is marginal. Glad my God-Mother is only here at Novi Lakes for rehab and for a short time.

They essentially murdered my father !! This horrible place needs to be shut down.

I meant aster place. That is where my father was. The springs is where another loved one is. I’m sorry guys but the same nurses that were at the springs moved to aster place. Was totally not happy about either facility. I think they are both only capable of “caring “ for individuals who are basically still self sufficient but don’t want to fend for themselves. Any care above and beyond cooking for them and providing an apartment is not at all worth the money. In other words, don’t send your parents to either one of these places unless they are capable of fending for themselves

I've worked in health care for 20 years, 10 as a therapist working with clients with dementia and tbi and I've never witnessed such disrespect as I have with Trilogy's West Lake Health Campus in Commerce. After 12 weeks of help caring for my mother in-law, they told us they felt she was too "busy" for them as she would not just "sit". When we asked to have a meeting to discuss strategies to help (fidget tasks, medication adjustment, etc) and speak to a manager we were told we would receive a call. 3 weeks later, we get the call while at work from [Name removed] (Divisional Assistant Vice President) saying if we don't come get my MIL within an hour, adult protective services would be called on us. When I confronted her on not calling to discuss options for my MIL, she stated she DID NOT need to call me back. They left my family high and dry with out offering any help or assistance. Caring for a family member with dementia is hard enough, without being treated with such cold and harsh disrespect. My advice is, don't take your family member there if they have dementia and won't just "sit". The staff doesn't want to take the time to work with them and they will leave you scrambling for care. *I also placed a call into their compliance center and was promised a call back. Still waiting.

I've worked in health care for 20 years, 10 as a therapist working with clients with dementia and tbi and I've never witnessed such disrespect as I have with Trilogy's West Lake Health Campus in Commerce. After 12 weeks of help caring for my mother in-law, they told us they felt she was too "busy" for them as she would not just "sit". When we asked to have a meeting to discuss strategies to help (fidget tasks, medication adjustment, etc) and speak to a manager we were told we would receive a call. 3 weeks later, we get the call while at work from [name removed] (Divisional Assistant Vice President) saying if we don't come get my MIL within an hour, adult protective services would be called on us. When I confronted her on not calling to discuss options for my MIL, she stated she DID NOT need to call me back. They left my family high and dry with out offering any help or assistance. Caring for a family member with dementia is hard enough, without being treated with such cold and harsh disrespect. My advice is, don't take your family member there if they have dementia and won't just "sit". The staff doesn't want to take the time to work with them and they will leave you scrambling for care. *I also placed a call into their compliance center and was promised a call back. Still waiting.

My mother may die because her surgical wound is not being cared for. The house doctor is wonderful and insisted on cleanliness and changing of dressing but the staff didn’t follow through. As this is life-threatening now, we have to address this. I wouldn’t recommend this facility to anyone.

Novi lakes health campus is the worst. They are extremely short staffed, a total of 4 aides for 50 beds. Sunday night is the worst for staffing. Except for morning, pain Medication isn’t given at scheduled times, but given when convenient to nursing staff. If you send someone there, make sure you are there daily, and throughout the day, to oversee their (the residents) care, feeding, hygiene, medication, and feeding. If briefs are needed, expect to change the residents (your loved one) briefs yourself, or you’ll have to walk up and down the halls looking for an aide. The. most worrisome concern is, They don’t wash the residents hands before eating. Residents will be placed at a table in the dining area with feces under their nails. Witnessed this many times and sometimes it was my family member whose hygiene was neglected. They don’t have hand cleansers throughout the building like most health care facilities. Please, don’t be fooled by the new buildings looks, it is pretty but extremely deficient when it comes to care. I witnessed a 104 year old getting her bath at 9pm. PT and OT is not scheduled at specific times but all day long. It was often as late as 7pm for my 90 year old family member. She was in bed sleeping so they would wake her up for her Occupational Therapy.They were sure to give therapy 4 or 5 times a week, even if the resident wasn’t physically or mentally able. This was revenue for them, and regardless if the resident was able to complete the therapy, their records said they were able. I witnessed all of my concerns here, They don’t have railings on the beds preventing residents from falling out of bed, I was told Railings were illegal. Don’t bother complaining to the Directors, they don’t feel there is a problem. Please don’t go there.

This is a relatively new building with many modern amendities. However, they have continued to struggle with consistent staff and leadership. If a patient needs their rehab to home program, the Indiana CMS ratings are dismal. Be sure to read the State survey results and the past complaints. The building has been concerned about their overall ratings and have given families instructions on how to write “favorable” reviews. There are many great choices in the area. Do not settle here.

Our experience with my mother's skilled care at Wellbrooke of Carmel has NOT been good. Extremely high staff turnover rate, much of the staff truly does not care about giving good care, poor meal service(late delivering meals, have to be asked to remove meal trays), confusion among staff about what medications to administer, hit and miss on giving baths and changing sheets and I could go on and on. Take your loved one somewhere else.

Do not send your loved one to this facilitly. After identifying my mother as a fall risk, my mother was left unattended with no provisions made for falls. She was found on the floor between the bathroom and room, no one knew what happened to her or how long she had been there. They called an ambulance to take her to ER to cover themselves even though there was no evidence of trama or injury. WE were of course billed for the ambulance run and when I disputed the bill and asked Lakes of Monclova to at least split the bill they refused. They took no responsibilty for the fall, nor did they offer any explanation. The staff was uncaring, apathetic and evasive when I questioned the incident. Immediately following the incident, my calls to administration went unanswered. To make matters worse, When I chose not to send my mother back there, I went to gather her personal items which had been discarded. A horrible place for elderly. My overall rating is -1

Beautiful facility however, staff are not trained in the memory care unit and there is no supervision of staff in that building. Staff mock, insult and exclude residents they don't like in front of residents and the head. Nurse [name removed] does nothing to improve matters. Exceot state wecanthabenad press and will do anything to cover anything and everything up.

If I could give them a zero I would! Staff is too busy with talking to each other than helping anyone! Don't be fooled by how nice the place looks, the staff makes the place unlivable!!

I would NEVER recommend this facility to anyone who has any secondary medical issues besides requiring PT. My mother waited 24 hours before getting her required medications. They blamed her dr then the hospital was at prior to going there, only to find out it was an internal computer software issue. They did not follow her cardiac /sodium restricted diet and the food was always being sent back. By the time my mother left her legs and ankles looked like they were going to explode with the amount of water retention that had accumulated. She has congestive heart failure and kidney disease and every day I was telling them about it and whenever I asked when a dr was going to see her it was always \tomorrow\" - after 3 days of \"tomorrow\" I took her out and brought her to her own dr who immediately had to increase her medications. Now it is taking over 4 weeks to get copies of her medical file. Good luck if you do go there. "

My loved one was admitted here upon being released from the hospital for congestive heart failure and kidney disease and a mild heart attack. It took 24 hours to receiver her medications - first they blamed her physician, then the hospital when it was later admitted that it was internal computer software issue so their pharmacist never recieved the order then it took 4-6 hours to fill it and then time to deliver it. This patient went a day and 1/2 without necessary medication and thank God she has her wits about her to be able to express herself. If you have a loved one with any secondary health issues this place is not equipped to handle these types of patients. They were not following her dietary restrictions and food was always being sent back. I had to get her out of there after 7 days and a dr only saw her once upon arrival. There was always "oh the dr will be in tomorrow" - when that day came in went without a visit it was again "the dr will for sure see her tomorrow"... I would never recommend this facility if you have any other medical issues that need attention besides just PT.

Confused and very worried. My little brother placed my Mother here for a rest as she was running non stop taking care of her spouse with cancer. Several years later and she's still there. She has MS and has fallen several times and hurt herself. When she calls me she whispers for fear they will retaliate. I find out she's in the hospital 2nd hand. Once my family picked her up to take her out for lunch and after she invited us up to see her "dungeon" she called it. Upon entering she became very sick & lost consciousness. My son begged them to call an ambulance for his Grandmother. The nurse & CNA snottily said "just ignore it as it happens all the time." My Mother throws up & loses consciousness? I'm medically trained & i tell you she is in better hands with me. She is finally taken to the hospital where i arrive before she does. The Dr. & nurses are happy to see me as they know she's in great hands. After very few tests Dr. calls me over to look at her medical records & tells me she's been in renal failure for a long time, then he firmly tells her that she has full POA so he's upset with why she has been treated the way she has & she must drink more fluid. I bring her back & tell the nurse & CNA this & they are just, "Well, we can't do that." I make calls the next day but they never call me back. After several attempts I contact thrir director, David and he's rude & hangs up on me. This is my Mom & no one there seems to care? Plus we noticed their Sunday supper was just sandwich with salty soup written on a chalkboard. No wonder Mom has to take a cab all the time to a grocery store for fruits & vegetables to keep in her room. I worked for Hwalth & Family Services & you contact Bureau of Quality Assurance to complain about Assisted Living Homes as they do inspections all the time. They inspected them & now i'm not allowed to come there or call as they say it was too traumatic for them. These places are inspected all the time & they sure don't have any problem taking our money. Get over it or you shouldn't be in this business. No one's parent should live with total fear of reprisal. They are under staffed too and [Removed]. Sure anyone can put on a good tour when they are trying to get a new patient. But I am a Dr. & this is my Beloved Mom. If you can't be at your Loved Ones side 24 hours a day, keep on going. Call Quality Assurance as they have floor plans, the directors names, etc. Get references. Do your homework as you are entrusting them with your loved one. Otherwise say good bye to your loved one and it's on your conscious.

My mother was in a place like Monclova in another state, the place is now bulldozed to the ground [removed]. I am appalled that a family member of mine was in this facility and instead of the aides caring for the patient they are to busy talking on their cell phones ( why is there not a no cell phone policy in place while on the clock)? 2nd) how can an aid forget to bring the patient their dinner tray? 3rd) Why are the nurses not checking the Vitials every so many hours? This facility does not have the professional/ caring staff they are their only for a pay check only! It's a disgrace the way the elderly is treated. I can see in time this place will be bulldozed to the ground and someone will be held accountable!!