More families have reached out to 6 On Your Side with concerns about their loved ones in nursing homes.
Reva and Gerry Boocock say Revaâ€™s mother, Ada, didnâ€™t get the care she needed before she passed away in May 2017.
â€œShe was always such a happy person,â€ said Reva Boocock.
Joyful memories of her mother have been overshadowed by heartache and guilt.
â€œItâ€™s hard to even drive by some of these places because I think did I really do my best,â€ said Boocock.
Boocock says her mother lived and received medical care at Darby Glenn Nursing and Rehabilitation in Hilliard.
â€œShe was always dehydrated but they canâ€™t tell you when they have Alzheimerâ€™s or Dementia that I want a drink of water so Iâ€™m still haunted by it,â€ said Boocock.
The Boococks say Ada would have cuts and bruises. Revaâ€™s sister filed a police report alleging an assault.
â€œOne of the aides that had been there for a while was getting my mom ready for bed and stuffed a shirt sleeve down her mouth to keep her from yelling or crying,â€ said Boocock.
Hilliard police investigated.
A police report states there was no physical evidence and charges werenâ€™t pursued.
In the report, a statement by an employee indicated she did not intend to cause harm to Ada.
It also states a form Darby Glenn submitted to the Ohio Department of Health, shows inconclusive evidence but also that abuse, neglect or misappropriation was suspected. The facility fired an employee involved.
Darby Glennâ€™s administrator says he wasnâ€™t in charge then and declined comment.
â€œWent to the Department of Aging. They couldnâ€™t help her sheâ€™d have to call the ombudsman several occasions we called the ombudsman nothing happened,â€ said Boocock.
The Boococks say Darby Glenn had a 5-star rating but it lacked in training and compassion.
â€œWe felt sorry for the people that we would try to take care of them,â€ said Boocock.
6 On Your Side Investigates got a first-hand look at a 5-star.
â€œThis is the town square we call it,â€ said Kendra German.
Kendra German is our tour guide at Riverview Healthcare Campus near Port Clinton.
Sheâ€™s the administrator at the facility and German answers to Ottawa County.
â€œWe are owned by the Ottawa County Board of Commissioners. We do not have a corporation above us so for us that means our staff has to be very knowledgeable in what they do,â€ said German.
Ohio State Representative Steve Arndt says Riverview had its dark days.
â€œThis facility actually lost its Medicaid Medicare certification one time because they did not make the necessary corrections,â€ said Arndt.
Arndt was an Ottawa County commissioner for nearly 30 years. He says Riverview got its act together to be an asset to Ottawa.
â€œIt was changing the culture within the building. Itâ€™s not just the administrator. The administrator can help set the tone by making sure they get the right people in the building that itâ€™s their calling,â€ said Arndt.
Now, Arndt chairs the standing committee for Aging and Long-Term Care.
For him, itâ€™s personal. His mother had dementia.
â€œWhen I had to place my mother in a skilled facility my mom was one of those the sweetest lady but also became one of those the most agitated,â€ said Arndt.
Arndt proposed a bill this general assembly to require dementia training for long-term caregivers.
â€œItâ€™s a whole different area of care we have to ramp up and be prepared for and not every facility for us that has expertise,â€ said Arndt.
German admits finding the right people to have on her staff is hard.
But knowing the community is the watchdog helps keep them accountable.
â€œDoing whatâ€™s right not just when a surveyor is in the building but consistently to itâ€™s your practice,â€ said German.
The kind of experience Reva and Gerry say Ada should have had.
â€œSomething has to be done for the elderly. It breaks your heart and no one seems to care,â€ said Boocock.
The Ohio Department of Aging says ombudsman work on about 10,000 complaints statewide each year in an advocacy role. They also do satisfaction surveys.