CONTACT FORM SUBMITTED AT: https://ccphillipsburg.com/contact

NAME: Linda Resende

EMAIL: eresende75@gmail.com

COMPANY:

TYPE OF INQUIRY: Resident & Family Support

FACILITY: 

 	* Phillipsburg [https://mycompletecare.com/ccphillipsburg] 

MESSAGE: 
Good morning,

I am writing to formally express serious concerns regarding my mother,
Maria DeMatos, and the recent decline in the quality of her care,
communication, and clinical oversight at your facility.

On April 15, my mother had a scheduled neurology appointment in
Bethlehem. I met her at the appointment and immediately noticed she
was not herself. She appeared extremely lethargic, incoherent,
confused, and unable to speak clearly. Her presentation was concerning
enough that both the neurologist and I recognized an acute change in
her mental status. Due to concern for a possible stroke, the physician
made the immediate decision to send her to the emergency room for
urgent evaluation.

Fortunately, stroke was ruled out, but the final diagnosis was a very
severe urinary tract infection, which clearly had progressed to the
point of causing significant mental status changes.

What was especially upsetting was the response from the facility when
I contacted them directly. I spoke with Donna, the charge nurse, and
unfortunately the conversation was deeply concerning. There appeared
to be little urgency or concern regarding the severity of my
mother’s condition. When the hospital physician later attempted to
gather clinical information from the facility, the conversation became
a series of conflicting assumptions and guesses regarding my
mother’s baseline condition and status earlier that day.

The explanations shifted repeatedly:

* she was “fine at 11:00 AM,”
* then “picked up at 12:00 PM,”
* then “fine at 6:00 AM,”
* then “she took her medications at 9:00 AM and was fine,”
* and finally the CNA was placed on the phone.

This inconsistent and speculative reporting was both enraging and
deeply disappointing, especially considering that I am trusting your
team with my mother’s health, wellbeing, and ultimately her life.

Additional concerns arose after hospital admission. Because my mother
receives nutrition via feeding tube, the hospital dietitian reviewed
her recent weight history from your facility. The documented weights
reportedly reflected 94, 94, 94, 94, then suddenly 136 pounds, while
the hospital recorded her at 143 pounds. A rise of that magnitude does
not occur overnight and raises serious concerns regarding accuracy of
weight documentation, fluid retention monitoring, and possible missed
signs of medical decline, especially in light of later discussions
involving possible congestive heart failure.

I have also noticed a clear difference in the quality of day-to-day
care depending on staff assignments. In the past, when Eric was
involved in her care, my mother was consistently happy, talkative, and
more interactive. She frequently spoke positively about how attentive
he was, even with small but meaningful acts such as turning on her
television and ensuring her comfort.

Similarly, Marsha has provided excellent care. When she is assigned,
my mother is consistently clean, properly washed, her bedding is
changed, and her room is maintained appropriately.

However, during recent visits I have found:

* broken dressers in her room,
* washed clothing left on the floor,
* decreased grooming and hygiene standards,
* and a noticeable decline in the overall condition of her
environment.

These changes are distressing and suggest a lack of consistency in
care delivery.

I also want to address the broader issue of communication breakdown.
While I appreciate being informed of small moments that bring my
mother joy—such as having her nails painted—I need the same level
of communication and urgency regarding significant medical
developments.

For example, I was informed by cardiology that congestive heart
failure was being considered and multiple care options were being
discussed, yet I was not proactively updated by the facility regarding
those concerns. Instead, I receive calls stating that physical therapy
is ending because “she no longer needs it,” despite the fact that
my mother is no longer getting out of bed. This disconnect is alarming
and makes it difficult for me to understand the true plan of care.

I am reaching out not simply to voice frustration, but to advocate for
my mother’s safety, dignity, and quality of life. More importantly,
I am asking for clarity on how we can restore effective collaboration,
communication, and accountability moving forward.

I would appreciate:

1. A review of the events surrounding April 15 and her transport to
neurology
2. Clarification of her nursing assessments and condition prior to
transport
3. Review of her recent weight documentation and CHF monitoring
4. A care conference with nursing, administration, dietary, and
therapy
5. A clear communication plan for major medical decisions and status
changes

I fully understand my mother is one of many residents in your care,
but she is also someone’s mother, and she deserves attentive,
accurate, and compassionate care at all times.

I am asking for help, clarity, and a plan so that we can all get back
to working together in the best interest of my mother.

Sincerely,
Linda Resende
Daughter and Healthcare Advocate for Maria DeMatos
