The Willows at Citation

Terrible place for your family if they need care. My mother was there for rehab in December-January. Staffs answer when she needed them was "I'll be right back" and she wouldn't see them again for hours. The on-site laundry lost, accidently threw away according to staff, 3 new pair of pajamas costing about $200. I presented the Willows with a receipt for the pajamas in February but have not heard from them about the pajamas although they did send another bill in May 2024 wanting more money after we had already paid the original bill. It is only about MAKING money with this place while avoiding responsibility.

First the bad experience with the 2nd shift Charge nurse, she's been there ten years! Ms. Stacey is rude & aggressive. She's Hot Tempered, unpleasant & is Quick to throw insults to whomever. One evening I was getting a drink for my family member (resident) & the nursing station is about 25' feet away from where I was, Ms Stacey started asking me what time I was leaving, (nursing homes by law can NOT restrict visiting hours) I said as soon as my relative is settled in for the night, & I finished getting the drink & when & I turned around she was STARING a hole thru me & wouldn't turn away, so I asked her if she had said something to me. Which she replied when are you leaving? I repeated as soon as my relative is settled in. This bullying technique is TOTALLY UNCALLED for. (They were on oxygen & REPEATEDLY it would get out of place so they weren't receiving oxygen) & had a catheter in place & unable to walk or get up or reach ANYTHING that wasn't secured close by & at the time was disoriented from the recent move from hospital & had requested for me to be there. On TWO Separate occasions one day after the Next during Ms. Stacy's night shift my relative's oxygen level was checked by the First shift nurse & was found to be 70, & next day 76. They are by law REQUIRED to check on EVERY resident Every TWO hours. Had this been done this EXTREMELY LOW oxygen level would NOT have happened! For the Most part they do NOT even check residents during the day time every two hours. My relative said the first two or three nights he did NOT see one person. When Ms. Stacey is working on the wing where you are NONE Of the nurse aids ect smile or are friendly when she's on duty. However when she's NOT there those SAME employees smile & are friendly when she doesn't work with them. Ms. Stacey asked me to step outside of the room & as I was waiting I heard her say "I don't know if she has short term memory loss" referring to me. Another instance I was asking an aide if they had a

While they have issues getting bills straight with insurance and such, (hence less than 5 stars, and that’s been way too time consuming and frustrating for us) this is a 5 star facility with 5 star care staff and food service. But most important, those providing the care for those there (my mom in in memory care, Alzheimer’s. ) are VERY good about keeping my sister and I informed of issues, falls, or needs. They are involved with their charges!!! They send daily Covid reports for the whole system and do other updates! I have more to say, all positive, but won’t go on.