Kimberly Dietz
Apr 2026
My 89 year old mother was sent to St. Charles Health Campus for skilled care and rehab after a successful surgery for a broken left tibia and fibula. In less than two weeks she ended up with a severe two inch necrotic pressure wound on the back of the left heel as a result of St. Charles' staff redressing and re-applying her surgical splint with no attention to protecting the heel. Next were severe pressure wounds on the top of her foot from dressings applied incorrectly and an ortho boot strapped too tight. We started weekly visits to Memorial Wound Care to try to turn this around. St. Charles was negligent and inconsistent in following the dressing instructions from Memorial Wound Care. I had to visit daily just to ensure her wounds had been properly attended to. I arrived one day to find mom now missing all the skin on the back of the toe on her right foot! I was the first to notice and no one could tell me why or when it happened. Now she has severe injuries to both feet! Mom also had numerous falls there and lost nearly 10 pounds. The management team in the skilled services area is extremely lacking and present little accountability or leadership to the skilled staff that is trying to do a good job. There is a lack of a thorough patient information transfer process between shifts enabling mistakes and inconsistencies in care. They don't have solid procedures for respectfully handling dementia patients with comorbidities. However, I was impressed with the activities staff, the environmental services manager and some of the nurses and aids who were trying to do a good job under terrible management. I finally moved mom to another facility for her safety and for better care. I only wish I would have done it sooner. Not one person from the management team acknowledged mom leaving or offered an apology for all that happened to her there. An important Red Flag ---> the day after I moved mom my husband requested a meeting with the Executive Director to discuss the challenges with mom's care and to give him more insight into mom's and our experience. My husband left 3 polite messages over multiple days asking for a call back. When the Executive Director did finally return our call he was curt and refused to meet with us. He told my husband "I have complete confidence in my staff and have no interest in what you have to say". That is a direct quote I kid you not. If that is the way an organization is run from the top-down there is no way it is patient-centered or even safe for your loved one. Please consider my mother's experience and choose carefully. Mom will likely not walk again after all this and could even lose her foot. UPDATE: The reply below to my review is simply a boilerplate response. I had already filed a complaint with Trilogy's compliance department before this review. They farm out compliance issues reporting to some company called Navex. I submitted a multiple page diary along with pictures on 11/30/25 and basically received a boilerplate response of 3 sentences thanking me for my concerns and that it would be looked into and they closed my complaint. Their compliance hotline is basically a firewall. I know this is a lot to read, but I only wish I would have had the ugly details of others' bad experiences at St. Charles before I made the horrible decision to send mom there. We are still battling these pressure wounds, the expense to treat them and the severe loss of quality of life for her. I cannot emphasize enough how the decision to take mom to St. Charles Health Campus haunts me every single day. Please don't let this happen to you and your loved one. Thank you for taking the time to read and consider.
