{"066dfc6f-18a6-4937-87ee-0244e38e977e":"Linda Resende","9e31cb40-bbfa-4c75-b149-477f3fbb2fa7":"eresende75@gmail.com","17f37f07-2870-4279-87ed-1f52fc42daa9":"Resident & Family Support","7615571d-c71f-4c39-9d30-2b5eff5f4930":[1231],"e8af83f2-c87e-467e-80dc-e1f580b01a08":"Good morning,\n\nI 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.\n\nOn 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.\n\nFortunately, 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.\n\nWhat 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.\n\nThe explanations shifted repeatedly:\n\n* she was “fine at 11:00 AM,”\n* then “picked up at 12:00 PM,”\n* then “fine at 6:00 AM,”\n* then “she took her medications at 9:00 AM and was fine,”\n* and finally the CNA was placed on the phone.\n\nThis 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.\n\nAdditional 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.\n\nI 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.\n\nSimilarly, 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.\n\nHowever, during recent visits I have found:\n\n* broken dressers in her room,\n* washed clothing left on the floor,\n* decreased grooming and hygiene standards,\n* and a noticeable decline in the overall condition of her environment.\n\nThese changes are distressing and suggest a lack of consistency in care delivery.\n\nI 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.\n\nFor 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.\n\nI 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.\n\nI would appreciate:\n\n1. A review of the events surrounding April 15 and her transport to neurology\n2. Clarification of her nursing assessments and condition prior to transport\n3. Review of her recent weight documentation and CHF monitoring\n4. A care conference with nursing, administration, dietary, and therapy\n5. A clear communication plan for major medical decisions and status changes\n\nI 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.\n\nI 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.\n\nSincerely,\nLinda Resende\nDaughter and Healthcare Advocate for Maria DeMatos","6c87db4a-1b50-4a33-949f-2d6bd2eb1e0d":"https://ccphillipsburg.com/contact","4cea3cf6-c884-4125-8002-615070a0f063":"info@ccphillipsburg.com"}