Arc at Normal

We brought my grandma here for a 6 day respite stay. My grandma has stage 7 Alzheimer's and is on hospice. My mother and I are her primary care takers, we brought her here because we took a short vacation. Prior to bringing her, I specifically asked what all we needed to bring for her short stay. As she is on hospice I asked if they would like for us to bring her comfort medication. We were told Yes. When we arrived with my grandma and our hospice nurse, we handed over her comfort medication to the DON and there was another nurse present. My grandma stay was in September. Now we are receiving bills for her stay. One bill is for medication they ordered for her. They never consulted with family( we are her POA), hospice, or my grandma's actual PCP. So, how and why did they order this medication for her. Also we were never told how often they gave her this medication. When I asked Ashely Haynes the Business Manager, her only responds was that they don't expect outside medication. Well if that is the case why were we not told this when we brought her, and the nurses ACCEPTED the medication. Additionally we were sent a bill for her stay, it was a respite stay set up though OSF Hospice and the social worker assured us they had all the paperwork worked out with the Arc. The bill should have been sent to Medicare first. When I again questioned Ashley about this she said she "wasn't aware". Isn't this apart of your job to have this paperwork, why did you not know! Lastly, we were sent a bill from Carle because supposedly my grandma was seen by Dr. Lau while she was there. Again no communication was made with family in regards to this "visit". My grandma has Alzheimer's and IS ON Hospice! Why was she "seen" by an outside doctor that has nothing to do her care plan, without at least someone from our family or her hospice nurse present. And according to the bill she was seen for Advance Care Planning. What!? No care notes were provided to us for this "visit" with Dr. Lau. Fortunately OSF Hospice is helping us to resolve these issues, but I DO NOT recommend bringing your loved ones here as the communication is subpar and bills will be sent for extra things that you only find out about after the fact. I am considering filing a complaint with IDPH.

The staff here are truly compassionate & professional. They provide a clean facility, excellent and knowledgeable care. When asking a question about my loved ones care, I received the answers in a way a non medical person could understand.

This place is unacceptable. There’s no proper A/C — and if there is, it’s ancient and barely works. Elderly residents are literally left to suffer in the heat. The meals are bare minimum, like they’re trying to feed people as cheaply as possible instead of with care.? Shameful. Families deserve better for their loved ones. DO BETTER it’s a nursing home!! Want us to pay insane amounts for you not even to feed patients properly. Food is worse jail. Heat is worse then a storage unit

The staff here are truly compassionate and professional. They provide excellent care while treating residents with dignity and care. I would highly recommend this facilities to anyone looking for a wonderful nursing home.

The staff is amazing. They all work so hard and make sure the residents are well taken care of. People take for granted the hard work that is put in at facilities like this. And we appreciate the dedication everyone here shows.