As a business owner I know a review sheds light on...

As a business owner I know a review sheds light on the relationship between business and customer. After my unfortunate experience with Serenity Hospice in Sun City West, I felt it my duty to inform the public of my experience. I caution others from supporting this unorganized business. During the end of life of my father, Serenity failed to make it easy, pain free and a peaceful experience for our family.

The day prior to his admittance he was in extreme pain from terminal lung cancer. Serenity evaluated him at his home as a matter of protocol. The expectation was that when he arrived in the morning his pain medication would be ready to relieve his dire pain. When he arrived the next day the pain medication was not ready for a considerable time. Needless to say he had to suffer through this time until they got organized.

Serenity s building architecture and ambiance was cold and obtuse. While being expensively appointed with all the latest fashions, by a talented architect, it lacked a cheerfully warm feeling in place of some high brow institution of monolithic business. The chairs were fashionable but horribly uncomfortable. The patient beds were even more rapaciously dense - lacking any considerate comfort for my father. The whole color scheme was some sort of sad Dorian Gray sort of color scheme that was depressing at best.

Now that his pain was managed my father was released, but still under the care of Serenity. We were happy to move out. The elder transportation was scheduled form 3-4pm. The time came and went and no transfer. At 4:30 we asked them to call. 5:00 was our new time and then suddenly the transfer called saying they were stuck in traffic coming from Tempe! Tempe I questioned? 7:00pm was our new time. Frustrated, I loaded my father in my truck and drove him and my elderly mother all by myself. I could have hired a stretch limousine sooner.

He was moved into a beautiful assisted living facility where he could live out his final days in a more comfortable and homely environment. On his final day he was visited by a Serenity hospice nurse. The nurse ordered oxygen for dad at 10:30am because his breathing was labored. My mother and I arrived at around 1:00pm and no oxygen had arrived. We went to lunch and returned around 3pm and still no oxygen. I called upper management and let them have it! Well, it turns out that they were still using the same service company out of Tempe to deliver the oxygen, I was steamed! The oxygen arrived fifteen minutes latter special delivery from their local hospice. One would imagine that a company dealing in end of life would have more localized providers and a back up plan. Delivery from Tempe to Sun City West, Really?

In conclusion, Serenity s main failure is a lack of substance, planning and follow-through. If they focused on substance of care, over image of architecture, all would be better served. Dad passed that evening. He left at dusk on a full moon with a gentle breeze. God Bless Him