AVIR AT ROSE TRAIL

This was my first time at the facility. Parking was a little limited. The staff was friendly and helpful in locating my friend. I liked that the staff acknowledged me. The facility was clean and didn't have an odor. I would go there myself if needed. Keep up the good work.

In the beginning, this facility was gracious and considerate, and I was thankful they accepted my mother when others would not. However, I can no longer recommend Rose Trail due to the ongoing lack of care, coordination, and communication. I constantly have to go around staff just to receive a callback. Calls often go straight to voicemail, and weeks pass before I am told referrals are “sent,” only to find out nothing has actually gone through. My mother has already missed a doctor’s appointment because of this poor coordination. • 8/25 – I was told her referral would be sent to another facility. My mother does not want to remain at Rose Trail. • 8/26 – The receiving facility confirmed they still had not received anything. Even the social worker admitted she was unaware that my mother’s transfer had been denied, which shows a serious lack of follow-up. I have no clear updates on when my mother will consistently begin physical therapy, nor have I received her full doctor’s reports—only vague information about an “old fracture.” Families should not have to repeatedly call or fight for basic communication. If this were their own loved one, I believe the urgency and care would look very different. I would prefer referrals be sent directly to my mother’s PCP so I can coordinate with her insurance. I am the only one handling these matters for my mother, and Rose Trail is aware of the seriousness of our situation. Yet for the past month, they have continued to ignore direct requests and provide misleading or incomplete information. Paying out-of-pocket for inconsistent and partial care is unacceptable. Additional Updates: 8/27 – I was told my mother would see an in-facility doctor instead of being referred to Dr. Yates’ office as originally stated. No specific appointment date was given. My brother later reported that Rose Trail previously took her to the wrong doctor. We have clearly requested outside appointments for both insurance and transfer purposes, but the facility continues to act against our wishes 8/28 – My mother was seen by a doctor paid by the facility. When my brother asked about referrals for transfer, he was told only the Avir social workers could send them. I still have not heard back from the social worker I previously contacted. 8/29 – My mother reported physical therapy staff entered her room. Sara, who oversees PT, had previously assured me she would notify me when therapy started. She was aware the insurance company allows extensions on PT days, yet no one informed me that her PT began on Tuesday or that it will end on 9/5. My mother was the one told this information—not me. This again shows a failure to communicate directly with the family advocate. Rose Trail was originally presented as a place that would ensure my mother could attend all of her outside medical appointments. That has not happened. Instead, there has been repeated miscommunication, lack of follow-up, and refusal to act on clear requests. Both my brother and I have voiced our concerns, and we continue to feel that decisions are being made for us instead of with us. At this point, we are requesting active cooperation in transferring my mother to another facility that will respect her care needs, provide clear communication, and coordinate properly with her insurance and PCP September 1 – September 17: The facility has continued to refuse communication with the family and has also refused to transport my mother to the doctors we requested in Longview. Weeks ago, they asked me to sign a form to release her medical records, and Ronda stated she would be going in person, but instead they brought a doctor to her. The social worker also informed us that they will not take her to the doctor. However, the lady at the front desk told my brother that they are transporting other patients to their doctors on September 18 and suggested my mother would need to be rescheduled. Despite this, Ronda then told my mother’s doctor’s office that they were not going to take her at all. We also are aware we can revoke medical documentation from them.

As someone who has to visit this place often, please never take your loved one here, this place puts on a good front but the living conditions are not there, ut is not uncommon for there to be multiple patients a week (if not a day) to have to be transported to the hospital because they have gotten septic from the lack of care. Not to mention that more often than not the staff has an attitude the second you ask a question. If you care about your loved ones at all please take this in to consideration when placing your family into one of these facilities, also for those who's wondering petal hill is not much better.