Canal Winchester Care Center

Attentive staff.

My mother is in Canal Winchester. Health and Rehabilitation center. Since it was bought out by another company, we've been having problems. She has fallen twice and we have not been notified. She has one that called us to tell us. But the facility is not responding to us to let us know. They are constantly losing her nightgowns and clothing that we have to replace. We bought her a lift chairand they've lost the remote for the lift chair which Renders it useless. She had a rash for over 3 months that I think they may have under control but it should have been dealt with a long time ago. The administrator hardly ever returns phone calls. I probably have called her 5 times she's returned 2 of the phone calls. I have been trying to call corporate. And no one answers the phone I am trying to reach a Christine torvan for the last 4 working days. Like I said, since they bought out by the other company, things of going downhill fast.

My family has had an extremely disappointing experience with Optalis Health and Rehabilitation Center during one of the hardest times of our lives. My grandfather passed away at this facility, and it has now been **weeks** since his passing. Our family is still unable to have him cremated because the physician has not signed his death certificate. This delay has prolonged our grieving process and caused unnecessary emotional distress. While trying to get answers, I called the facility hoping someone could either help or connect me with the appropriate person. I explained our situation to the receptionist, Theresa, including the fact that it had been weeks since my grandfather passed away and that we were still waiting on the death certificate to be signed. Rather than being met with compassion or professionalism, I was treated very rudely. I understand that the receptionist is not responsible for signing death certificates. However, when I asked to speak with a manager or someone else who could assist me, I was transferred to a voicemail, and my call ended without anyone addressing my concerns. At no point did I feel that anyone made an effort to help or even acknowledge how devastating this situation has been for my family. No grieving family should have to spend weeks waiting for paperwork that prevents them from laying their loved one to rest while also feeling dismissed when they reach out for help. Compassion, communication, and professionalism should be standard—especially after a resident passes away in your care. I hope Optalis investigates both the prolonged delay surrounding my grandfather's death certificate and the way my family was treated when we reached out for assistance. Families deserve timely communication, accountability, and empathy during one of the most difficult moments of their lives.