Chartwell Bois-de-Boulogne résidence pour retraités

10 005 Bois-de-Boulogne Avenue, Montreal, Quebec H4N 3B2

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Gabrielle Czaika

I am writing this letter to let you know the experience my father and his family had while he was a resident with you from December to the end of February when he passed on the 28th. Firstly, most if not all we were told by your rental agent is not at all how the residence works. Either he is clueless, doesn`t care that he`s feeding a line to potential residents or he`s just a really good salesman to get people to “place” their parent in your residence thinking they will be well cared for. We were told during the initial guided tour that our dad could keep the daily routine he was used to. He told us that if our dad was used to having his breakfast at 10:00 AM, there is always someone in the dining room on the care floor that would prepare his breakfast any other meals and snacks at the times he wanted them. Not so. Our dad was woken at 7:00 or 7:30 and was “prepped” for breakfast whether he wanted to go eat or not. We were also told that if he did not like what was being served, he could order from the “à la carte” menu; he was never given this option (I was with him at supper three days a week). When I mentioned this to the orderlies serving supper I was told that this is what is being served. My father was hospitalized prior to moving in to your residence; from Oct. 31st to Dec. 1st. Again, I was with him on average 3-4 days a week at supper. The meals prepared at the Lakeshore were100% more appetizing and in bigger portions than what I saw he was being served at your residence. When I asked my dad how the food was he said “when it`s good; it`s good, but when it`s bad; it`s really bad. I ate better in the hospital”. Now, that`s not something you hear too often especially as the rental agent made such a point at showing us the variety of menus he would be able to choose from. Again coming back to the “he can keep his schedule”. One time I went to tell the orderlies that my dad would be coming to eat at 6:00. I was told point blank that supper is served from 5:00-5:30 and unless he is late coming back from an appointment or is not feeling well; if he is in the residence he has to come to supper at 5:00. Upon his discharge from the Lakeshore his treating physician explained his medication to me. He was receiving one that would help him retain water with a side-effect of his feet, and ankles may swell and if this happened the physician at the residence could have the dose but he needed to take this medication as it helped his body stay hydrated and this helped with his dizzy spells which was the primary cause for my dad going to the Lakeshore in October. A few weeks after his stay while I was visiting him and he told me that his left leg is swollen; he showed it to me and it was double it`s normal size. I showed a nurse who was in the room and she was shocked at how his leg looked and told my dad that he would be seeing the doctor tomorrow; which he did. This doctor stopped this medication to reduce the water in my dad`s system but never did a follow up. Around mid-January, a few weeks after the doctor stopped his water pills our dad was hospitalized as he fell in his room and was having balance issues; same problem that sent him to the hospital in October. My question is: why didn`t support staff who bathed him and helped him dress every day not report to nursing staff that this resident`s calves and feet were very swollen? Would this not be a part of their duties to report heath issues with residents? Or is it because it is not `their job` ? Or do they just not care? This is an issue that needs to be addressed as the orderlies are much more hands-on than any other staff in these types of residences. A week or so after he was hospitalized a nurse called to tell me that his dispill for December had not yet been paid and his dispill for January arrived and could I please stop by to make arrangements to pay; no problem; I paid the bill and asked them to cancel his medication until further notice as he

Joëlle Marchildon

Ma mère est entrée au Manoir Bois-de-Boulogne en avril 2013, elle habitait un appartement situé à un étage pour personnes autonomes durant 2 ans. Suite à une chute et une fracture, on a dû la descendre à l'étage SERENATA, un étage avec soins. Pour les personnes autonomes, la résidence est bien, nous en avons été satisfaits. Toutefois, à l'étage SERENATA, les services n'ont pas toujours été à la hauteur de nos attentes ni des besoins de ma mère... Malheureusement, maman est décédée à l'hôpital le 30 juin 2018 suite à un ACV survenu 10 jours avant son décès. Ma famille et moi avons été très étonnés et fort déçus de ne recevoir aucun mot de sympathie, de réconfort ou de condoléances de la part du directeur de la résidence au nom de son personnel... Un simple courriel aurait suffi afin de nous témoigner un brin de reconnaissance de Chartwell d'avoir choisi l'une de ses résidences durant plus de 5 ans. En conclusion..., je ne peux m'empêcher de penser que tout ce qui les intéresse n'est pas le bien-être de leurs résidents et la satisfaction de leurs familles mais plutôt..., l'argent qui leur est versé... J'ose espérer que cette façon de faire n'est pas la même dans les autres résidences... Il aurait été facile et profitable en termes de relations publiques pour la direction de nous offrir sa sympathie et celle de son personnel... C'est ce qu'on appelle des gens humains et soucieux de sa clientèle et des familles... TRÈS DÉCEVANT...!!!

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