The Landmark of Fridley

Our mom and Landmark resident went to hospital couple of weeks ago – and was abruptly diagnosed with a terminal disease.Mindful that Landmark would offer no exception to its visitor ban, we scrambled to remove mom from facility and divide care-giving for her so that she could see her family. That meant a sudden leave from jobs in the midst of an economic collapse.I sent letter to Landmark seeking to appeal to their compassion and high ethics, asking for a credit for final month’s rent when they provided us no service, for our family that has been ravaged by illness and financial distress.After a delay, Landmark’s executive director told me she was working on “financial piece” with my mom’s power of attorney, suggesting a credit was imminent.In truth, no credit was even offered, and exec director callously mislead me so that she didn’t need to directly refuse my appeal for help.

On the evening of 2/19 in my mom’s room at Landmark, I witnessed the following:-Male aide (I’m required to omit names), tasked with administering her evening pills, falsely claimed that two of her meds, crucial to her survival, were cancelled earlier in day by her primary doctor.-Landmark’s director of health services initially agreed with aide, then was forced to admit the mistake but offered no explanation, apology or even a hint of empathy. -Worse yet, she initially refused to speak with me, promised to call my sister/p.o.a but then refused, and abruptly disconnected the phone. Amazingly, their reckless medication error was not the only one that day:-In morning, female aide mistakenly gave evening-only med to my mom, then as a correction, instructed male aide NOT to give med in evening. But he either didn’t receive her communication, or failed to see it, and had planned to erroneously give med a second time in day.-When I asked male aide to verify whether med was given in morning, he falsely claimed that NO meds were given to my mom.I e-mailed a detailed complaint that evening to Landmark’s executive director, and absent a response, a follow-up the next evening. -On morning of 2/21, in phone conversation, executive director promised to send a written response explaining why these reckless errors occurred, and how they will be safeguarded from happening again.-Only one hour after her promise, in a stunning reversal, executive director stated in e-mail that Landmark had already “completed” an “internal investigation” on 2/20, had reported results to my sister and would offer no further comment. -Landmark’s claim is provably false, as executive director told me by phone that she didn’t receive my complaint until morning of 2/21 – one day AFTER she claimed to have conducted review.If you choose this facility, I urge you to be vigilant in supervision of their conduct, and do not expect cooperation from management.

Landmark's COLD Response to Resident's IllnessMy mom, a Landmark resident, was rushed to hospital with sudden illness and didn’t return for several weeks. During that time, no employee reached out to her or family: NO card, NO phone call, NO e-mail, NO visit (contrary to what we were told).Two days after she returned, I spoke for ten minutes to executive director Katelynn Forliti, seeking info on outside assistance options. Forliti uttered not one supportive or empathetic statement during the call – indeed, she didn’t even mention my mom’s name.I asked her if we could negotiate a small rent credit to offset the meals, daily checks and cleaning that her facility need NOT provide during my mom’s absence.Forliti curtly replied that their policy didn’t allow it.Landmark’s insensitivity and inflexibility during a family crisis – which is common in their industry – is only one of our concerns with this facility.The food is below-average, call response times can be problematic and they often fail to heed our requests, even after we repeat them. On five occasions, I requested by e-mail that Forliti arrange daily checks not to be done at certain times of day. Our request still has not been honored.To be fair, residents are terrific, facility is cozy and staffers properly identified the need for help during emergency, and sought it.Still, overall: a Disappointment – and Landmark would benefit from caring and responsive leadership at the top.