NEW HAVEN ASSISTED LIVING OF BASTROP

Had an appointment at 9am for my grandmother to take a tour and no one showed up so we sat there for 45 minutes. We finally left as we sat there being ignored. The residents were being treat awful from what we saw and we had enough. This place isn't somewhere I would put my grandmother.

Putting a loved one in a memory care facility is never an easy decision to make. Overall I have been satisfied with my mother’s care.

Within the first 48 hours of being there, my father said he pushed his call button in the middle of the night for pain meds and no one answered. We were sure that had to be a mistake, however, he continued telling us he was at times waiting up two hours for his call button to be answered. We told the director, and each time, her response was that her computer didn’t show his call light going off so he must not be pressing it. Finally, we went and pushed it ourselves and, sure enough, it was confirmed that his call button must not be working. So this whole time we thought my father must be mistaken, he wasn’t, and no one was doing anything about it. The director finally said she would have caregivers check on him more often and after a few WEEKS of it not working she said she would call the company. Wow! New Haven also almost ordered my father to be on a laxative and immodium at the same time - just by chance I found that out and made sure it didn’t happen but was never given a straightforward explanation as to how or why. When I told the exec director I was concerned about this because this made me worried about other potentially serious drug interactions being overlooked, her response was, “Like what?” I would have loved a more understanding and empathetic response. New Haven did not call me when my completely alert and oriented father started suddenly showing signs of delirium. I had to ask THREE times to get a straightforward answer as to why no one called me to report his delirium. The director’s answer (finally) was that it didn’t seem that there was anything to report. He went into the ICU in septic shock. Nothing to report. His mobility got much worse after being at New Haven. He had been making improvements but declined right after moving in. On the very rare occasion his button would work, it could take an hour for someone to answer it. The executive director & the “wellness” director skirt around every issue you have. Of course they can never admit fault in ANYTHING even when they are negligent because of liability issues. The poor caregivers try & work so hard but are so grossly underpaid and overworked that they can’t keep them on staff. Fix this, New Haven! I would love to see more competence and empathy from the executive director & the wellness director, but I understand that, unfortunately, the employee pool in Bastrop is not of the highest caliber. I would definitely not make a recommendation to choose New Haven for your loved one. I hope they never have to put their loved ones in a place like New Haven. Thank God my dad has found a great new place and been there for 8 months without a complaint. New Haven looks nice on the outside but there is some ugly stuff going on underneath.

My rating is an average. The cook gets 5 stars -- tasty and nutritious food prepared with love. The staff gets 3 stars -- inexperienced but trying hard and will get there. The business model gets nothing. At nearly 6k a month, they should at least find a way to keep the caregivers on board. Might I suggest higher wages for the lowest tier? The people who actually take care of your loved one are paid the least and the turnover is rapid. The investors differ from site to site and profit trumps all other considerations. In the course of two months my wife was sent to an emergency facility twice -- once for a gash from falling out of the provided bed (twin) that was too small (in many opinions) for an Alzheimer's patient, and once for an injury she received 18 months ago that had already healed. She returned home with more prescriptions than when she was admitted, and I was never notified about the changes. She was given an estrogen patch -- which I never would have allowed -- and then Snap Chatted in an intimate act by one of the nurse aids. Do I think improvements are needed? Yes!!! I should demand a full refund, and I might.

To be honest I am happy with their senior care services but still there are more places for improvement.