If you follow this blog then you've already read my praises of Hillcrest Care Center, the skilled nursing facility where Jeanne has been cared for since November, 2008. By and large, the staff at Hillcrest is wonderful. They have gone out of their way to create one of the few nursing homes in the country that specializes in working with MS patients.
Since Jeanne's transfer to Hillcrest, I've seen my role in her life has transitioned from Jeanne's caregiver to Jeanne's advocate. And I've found that my new role is an important one. Over the next 2 days, I'd like to share two stories of two different CNAs (Certified Nurses' Aides) who I've come to know at Hillcrest. One is named Flor. Flor works the 3PM - 11PM shift, and has been at Hillcrest for 20 years. I have no doubt that Flor was a dedicated caregiver when she began her career, but based on the things that I've observed and/or been told by Jeanne, Flor's best days are clearly behind her. And that's troubling for her patients.
In the past couple of months, Jeanne has told me that Flor has been "rough" when she's turned Jeanne in her bed. So rough, that at one point, Jeanne's catheter was apparently dislodged. On other occasions, Jeanne has told me that when she's been moaning in pain, Flor's response has been to say, "Be quiet." Hardly comforting and certainly not helpful.
Although I usually visit Jeanne early in the day, I made it a point to visit with her one evening so that I'd have the opportunity to discuss these issues with Flor. Flor denied any rough treatment, and she told me that she certainly never told Jeanne to "be quiet." At this point, I had already verified both instances with Jeanne's roommates, so I asked Flor if everyone was making these stories up. She didn't know. But I made it clear to Flor that if these things were true, they needed to stop. And I hoped that would be the last of it. However...
Last evening, I popped in to visit with Jeanne and to watch the Lakers - Nuggets NBA playoff game with her. Jeanne is a big Laker fan...and an even bigger Pau Gasol fan! During the game, Flor came in to take Jeanne's temperature. Hillcrest is monitoring her temperature closely, as she's been hospitalized with infections 3 times in the past 90 days, most recently being discharged from her last hospital stay less than a week ago.
As Flor was removing the thermometer, I noticed that the "probe" end of the thermometer had not been covered with a disposable sheath, as is the normal practice. In disbelief, I stopped Flor in mid-motion and asked her about this. She told me that she had run out of sheaths. And although, there were boxes of these sheaths just 15 yards down the hall, Flor apparently didn't bother getting her supply re-filled. Instead, she was using (and I can only assume re-using) the thermometer with no thought of protecting her patients.
I went ballistic. After all, we were in a nursing home -- with other sick patients! And Jeanne had already proven to be susceptible to infection! And to see that Flor's actions weren't out of ignorance but laziness...it just sent me over the edge. Before I left Hillcrest last night, the Charge Nurse had already taken Jeanne off Flor's assignment list. But my concern is for the next patient that Flor treats with the same lack of caring. And if that patient doesn't have an advocate who happens to be sitting right there at the right time, then what?
This may be Flor's first transgression. But based upon some of the other less dangerous issues we've already faced with her, I doubt it. I just think that her effectiveness as a caregiver has run its course. It's time for her to find something else to do that poses less of a threat to others and less of a liability to herself and her employer.
Are all CNAs like Flor? Absolutely not. Hillcrest boasts a roster of wonderful, caring and competent CNAs who forge close and personal relationships with the patients that they care for. But one bad apple can create a lot of harm in a facility like Hillcrest. It ought not be allowed to happen.
Now remember, this is only PART 1 of a Tale of 2 CNAs. Tomorrow, in PART 2, I'm going to tell you all about Kia. A CNA whom Jeanne thinks of as an angel and I think of as part of our family. The very best part of our family.
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