Haven Health Sky Harbor

I have very mixed feelings about this facility. My grandma spent the last four months of her life here on the 3rd floor and sadly passed away this week. The facility itself was always clean, and there were a handful of truly wonderful staff members. Unfortunately, our overall experience was overshadowed by poor communication. Throughout her stay, it was incredibly difficult to get updates. Many of our calls went unanswered, and when we did get through, we were often met with vague answers or dismissive responses instead of clear communication. It often felt like we had to fight just to find out how my grandma was doing. The Friday before my grandma passed, I visited her. She seemed sleepier than usual, but I assumed she had either just woken up or had recently received medication. I had to work the rest of the weekend, so I relied on phone updates from the facility. Whenever I was finally able to get through on Saturday and Sunday, I was simply told she was “just tired.” Around 2:00 p.m. on Monday, we finally received a call telling us to come immediately. We rushed there and found my grandma completely unresponsive and, as we now understand, in the final stage of transitioning out of this life. Only after we arrived were we told she had already been unresponsive since the morning shift had come in, yet no one had contacted our family until hours later. She was placed on hospice shortly afterward and passed away about 12 hours later. As a family who had never experienced the dying process before, we had no idea she was actively dying because no one explained what to look for or how serious her condition had become. Looking back, we can’t help but feel hospice should have been brought in much sooner. We believed trained medical professionals would recognize that she was nearing the end of her life and communicate that to our family. Instead, we were left completely unprepared. I will always wonder how much more time we could have had with her if we had been notified sooner. We also had ongoing issues with my grandma’s care and belongings. There were multiple occasions where I arrived to find her unclean, including one visit where she had feces all over her hands. Clothes, a fan, and a custom photo collage blanket I made for her also disappeared. I spent months begging staff to find the blanket, but nothing ever came of it, so I paid to have another one made because she loved it so much. On the day she passed, I discovered the replacement blanket was missing too. Thankfully, one staff member finally searched and found both blankets before she passed so she could have them during her final hours. We never got her clothes or fan back. Another major concern was her care surrounding aspiration precautions. We had repeatedly been told by her medical team that because of her tracheostomy and aspiration risk, she should not be eating or drinking by mouth. Despite that, she was regularly given solid foods, and I personally witnessed her drinking soda and milk while the ventilator was running. Eventually, a sign had to be placed behind her bed reminding staff that if the ventilator was on, nothing was to be given by mouth. Despite everything, I want to recognize two exceptional employees. Victoria, one of the respiratory therapists, was absolutely incredible. She genuinely loved my grandma, kept our family informed whenever she was working, and always treated her with dignity and compassion. She was truly the best part of this facility. I also want to thank the male respiratory therapist who cared for her on the day she passed. I never got his name, but his kindness and compassion meant the world to our family during the hardest day of our lives. Losing someone you love is hard enough. Families shouldn’t have to fight for updates or wonder if they missed precious time because they weren’t kept informed. My grandma paid a lot of money to stay here, and she deserved better in her final days. I truly hope this facility improves its communication and care so other families don’t have to experience what ours did.

Other than the PT staff and a handful of nurses/CNA’s that truly did care, this place is full of people who hate their job and it shows. My mom developed a bedsore here. Despite it being reported on a Thursday, nothing was done to it for several days. She was never repositioned and it continued to get worse in their care. There was also a time she wasn’t changed for over 24 hours. Fast forward a month later and my mom is passing ultimately from the bedsore. If your loved one comes here you need to come visit daily and stay. I was here 8 hours a day, brought donuts and treats for staff and this still happened. I’ve heard staff laughing at my mom and it really disgusts me that people can treat others this way. Reported to Medicare.