ROCHESTER, N.Y. — After months of investigations into allegations of abuse and neglect at Waterview Heights Rehabilitation and Nursing Center, a spokesman for the facility promised extraordinary improvements and transparency in an interview with News10NBC.
Jeffrey Yeh, the spokesman for Waterview, revealed that the facility filed a police report Monday about a crime at the nursing home. Someone has been stealing from a Waterview Heights resident for months.
Deanna Dewberry, News10NBC: “So, you went back to at least January, and you know that $7,500 at least has been missing from this resident’s account?
Jeffrey Yeh, Waterview Heights Spokesperson: “Since January is what the bank has told us.”
Yeh says facility leaders immediately reported the theft and fired an employee. “We’re not going to tolerate anybody taking advantage of any of our elderly residents,” he said.
Since a temporary manager took over in August, Yeh says big changes have been made. However, residents tell News10NBC they’ve seen little to no improvements.
Short staffing has been a chronic problem at Waterview, so much so it’s been designated as a Special Focus Facility due to its “consistent failure to maintain compliance” and practices that have caused “harm to residents,” according to the New York Department of Health website.
Deanna Dewberry: “Why has Waterview been so chronically understaffed.”
Jeffrey Yeh: “I think for years, and I think this goes back before the grand had purchased this facility, this facility was allowed to fall into mismanagement.”
Deanna Dewberry: “To be fair it became a special focus facility under the grand’s ownership.”
Jeffrey Yeh: “Correct. So, all of these problems didn’t happen before the grand took over.”
Yeh points to a list of 18 improvements the facility has made including hiring and training 18 new staff members, manager training and hiring new nursing leaders and department directors. Here is the full list:
Revised general orientation & training of new staff Increased & improved education, including the expectation that department directors provide weekly training to their staff Unit manager training sessions Monthly general staff meetings Monthly nursing department meetings Weekend Manager on Duty program Director rounds during the day Dining support to pass meal trays Unit/shift huddles for increased communication by nurse managers Revised quality assurance program and monthly education on QAA Increased communication with off-shift staff by nursing leadership & educators Maintenance is painting rooms and common areas Multiple performance improvement plans have been initiated to improve resident care & clinical outcomes Reviewing, revising & initiating new policies to improve clinical outcomes Additional support and education provided to department directors by subject-matter experts within the organization All nursing leadership positions are filled All department Director positions are filled Revising clinical morning meeting processFuture goals:
Initiate Falls Management program Initiate Care Transitions program Leadership training“If anybody endangers our staff or our residents. we are going to address that head on,” Yeh said.
Waterview now has a new administrator, director of nursing, assistant director of nursing and director of social work. The temporary manager reports to the Department of Health once a week.
While improvements have been promised, News10NBC will continue to investigate to learn if a promise made is indeed a promise kept.
Consumer Investigation: $7500 Stolen from Nursing Home Resident WHEC.com.
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