I recently spent a couple of weeks in Sandpoint's Life Care Center (LCC). I needed rehabilitation after a total knee replacement.
During my 48 year career, I worked with nursing home licensing review teams for almost three years. I was usually added to reviews that were initiated by allegations of patient abuse or the use of restraint and seclusion with individuals with mental and developmental disabilities.
During my stay at LCC, I didn't hear a single cross word uttered to a patient by the staff. When an elderly and confused patient would set off an alarm by trying to open an exit door, someone would trot over and retrieve the patient with a few kind words of reminder and a question about how the patient was doing. The same professional response was evident no matter how many attempts to exit a patient made. There was always an effort to find an activity for the patient that would hold his or her attention.
When patients were moved from place to place in wheelchairs; or when I saw them being helped into or out of chairs and beds; and when they needed a small mess wiped off; they were always touched gently.
When patients pushed the call button at their bedside, there was a response on the bedside speaker within moments, and whatever help was needed was on the way in minutes.
I asked a couple of the administrators about their part in the professional behavior I was observing. Both said there was zero tolerance for maltreatment of patients. When abuse was reported the offending staff was escorted out of the building immediately. When I asked the staff about their professional demeanor, they uniformly spoke of frequent training and reminders -- and the zero tolerance policy. I spoke to a few of the patients and visitors about the professionalism of the staff and got positive reports.
From the perspective of my fault-finding background, LCC operates at or above the expected standards.
But, I wasn't at LCC to find fault. I was there for post-operative rehabilitation and LCC provided what I needed in a professional manner.
Each of the employees I had contact with deserves praise for proficient performance. To describe the effect that level of performance had on me, I have decided to change to the present tense and describe one morning that stands out in my memory.
I wake up with painful spasms in my leg and ask for pain medication which is promptly provided. I sit up on the bed and wonder if I can make it to my walker and then the wheelchair by myself. The medication has started to make me feel woozy, but the pain is still there. I am getting a little discouraged because I am not improving as quickly as I hoped.
Nurse Lynette answers my call button and helps me with a particularly painful and messy episode. I am terribly embarrassed, but Nurse Lynette helps without expressions of disgust or unwelcome humor. In fact, her tone and touch is as gentle and caring as if I were her debilitated grandfather.
After getting cleaned up and dressed, Physical Therapist Helene takes me for my morning workout. She asks what is hurting and how much. She finds the cramping muscles and gently massages the cramps until the muscles relax. Then we return to the routines that are improving my range of motion. I am much less discouraged as she wheels me back into my room.
I see that Housekeeper Allen has cleaned and straightened my room. It is sparkling! I am not exactly a clean freak, so I was startled and amazed at how much that freshly cleaned environment lifted my spirits. The final remnants of discouragement are lifted from me. Allen is added to the group of competent employees who I feel have contributed to my rehabilitation today.
Kudos to the employees of Sandpoint LLC. (And this is not a paid advertisement.)
Paul A. Smith, Ph.D. (Retired) read more
