October 29, 2020…read more
Complaint Against Lisa Smith, Manager
Hearthstone Personal Care Community
350 Market Place
Roswell, GA 30075
(770) 552-1091
By:
Kurt Jensen
palmsprings08@gmail.com
(760) 537-0099
Statement of Problem:
I am the 67 year old son of Virginia "Dicky" Jensen, 95, who was a client at Hearthstone this year. My Mom and I have enjoyed a wonderful relationship, communicating regularly for many years. Even after her two strokes, although sometimes confused, she always recognized me and we always had an emotional connection.
In the beginning I had excellent communication with three staff members who assisted me to speak with my Mom. Then, for reasons unknown to me, Lisa Smith, suddenly intervened to tell me that I could no longer speak to my Mom. Her reasoning was that my Mom's dementia forbade this. Further, Ms. Smith then proceeded to fabricate "stories" (lies), to justify why I could no longer call. She claimed that I had problems with tone, language, was pushing staff over the edge, etc. Once, when I called several times in one day, she said I was harassing staff. But it was staff members who asked me to call again, several times.
I was always respectful, cooperated with staff to find the best time to call, and was happy to speak with my Mom no more than twice per week.
I understand that COVID-19 did not permit in person visits. But recognizing that, according to Ms. Smith, that I could NEVER call for my Mom, and that my Mom would die . . . this was intolerable and a profound ill-judgement on the part of a healthcare worker who must see to the welfare not only of clients but of clients' family members.
Given this dispute with Ms. Smith, I hoped that we could agree on a protocol for me to call my Mom. On August 4, I called Ms. Smith and this is a near-verbatim description of our dialog:
Kurt:
Hello, Lisa, Kurt here! The reason I'm calling is to ask for your administrative email. I'd like to write you and see if we can´t find a way to resolve our dispute with respect to my need to communicate with my Mom, about twice per week, in a way that's satisfactory to you.
Lisa:
Look! You are calling here harassing my staff! You don't understand! Your mother has dementia! If you speak to her it agitates her! What is it that you don't understand?
Kurt:
I'm sorry but your description contradicts my experience. When I spoke with my Mom at the previous facility, I had no such problem.
Lisa:
I don't care about your experience! If you call here again, I'm going to get an attorney!
Needless to say, this is abusive, abrasive and unconscionable language for a health care provider. I believe that Ms. Smith is a licensed R.N. Thus, I would think she should possess the requisite training and decorum--particularly when dealing with the public. Ms. Smith needs to exhibit more human sensitivity and compassion--not only to the sick--who are placed under her charge--but also close family and relatives of her clients. Understandably, as my Mom´s only son, I would be very concerned about her holistic well-being--physical, mental, and otherwise. For this reason, I have been trying, without success, to communicate with my mom so that I can continue the formidable social bonding that we have enjoyed over the years. Again, I fully appreciate Ms. Smith´s professional assertions as regards my mother´s mental deficiencies and challenges, but so should she comprehend that my Mom´s relationship with me transcends mental, physical, and professional barriers. I promised my Mom--some years ago--that I would always be there for her, until death do us part. I have no plans to renege on said promise!
I think that Ms. Smith should be counseled accordingly and I also wish my complaint to serve as "Buyer beware!" for anyone considering business with this facility.