Broken elevator at retirement home frustrates residents
‘Horrendous situation’ has limited mobility of seniors for nine weeks
Some residents at a Bells Corners retirement home have spent hundreds hiring a private company to carry them up and down the stairs over the past two months, while the building’s only elevator has been under repair.
The lack of an elevator means many residents of Thorncliffe Place, a three-storey residence, have been unable to leave their floors since April 9, when the elevator repair began, unless either they or the company that operates the building pays a patient transfer service to transport them in a specially designed chair.
The ongoing situation has frustrated residents, families and staff. Some contacted this newspaper with concerns.
One woman — who asked not to be named for fear it would affect the treatment of her mother, who is in a wheelchair — called it a “horrendous situation.”
“I was shocked to think that my mother wouldn’t be able to get out and enjoy the beautiful spring weather. It is now almost summer and I consider this a horrendous state of affairs.”
Families were originally told, in an April 13 email, that the elevator work would take about four weeks. “Our contractor has promised to expedite the work as best he can,” said the email, signed by general manager Adriana Olvera.
She also asked residents to delay or reschedule appointments, if possible, for at least five weeks.
It has now been more than nine weeks since the building has been without an elevator.
Administrators at the residence said Thursday they expect the elevator will be working by next week, although they noted that other deadlines to get the repairs done have been missed because the custom work has taken contractors longer than anticipated.
Don Francis, who built the residence in 1988 (his son now runs it), said the lengthy repair is frustrating, but staff are doing their best to mitigate the impact. He called it “a very difficult situation for everyone.”
Administrators told this newspaper they have taken many steps to help residents while the elevator is out of service.
Meals, delivered in Styrofoam containers, are delivered to each floor for residents unable to get down the stairs.
Activities have also moved onto the upper floors where most live, including entertainment and exercise. Drinks and snacks are being delivered to the floors throughout the day. Residents would normally eat meals in the dining room.
The care and services offered to residents has not changed, said Olvera.
Thorncliffe offered to pay to have residents carried downstairs for Mother’s Day, saying: “As we understand the importance of Mother’s Day, we will be offering the transfer service on May 13.” Residents were offered the opportunity to be carried downstairs before lunch, to have lunch in the dining room or go out with their families, and then be carried back upstairs later in the day.
Olvera said 10 to 12 residents took up the offer. She also said Thorncliffe has paid to transport residents downstairs for other reasons, including urgent appointments.
Residents have paid a transfer service from their own pockets to get in and out of the building, which can cost hundreds of dollars. Priority Patient Transfer Services confirmed it has been at Thorncliffe frequently since the elevator broke to get residents up and down the stairs.
It said it costs $85 each way to transfer a resident up or down the stairs.
The at-capacity residence consists of 68 units. About 35 residents are able to get up and down the stairs on their own, according to administrators.
Olvera said provincial inspectors came to the building after a complaint about the elevator and found it was fully compliant with regulations involving retirement homes in the province.
Don Francis — the son of former House of Commons Speaker Lloyd Francis who developed Lynwood Village in Bells Corners in the late 1950s and early ’60s, and his son Michael, who currently manages Thorncliffe — said the elevator repair required custom-made parts, which is a key reason for the delay.
When it is finished, said Francis, the elevator will be rebuilt like new, which should limit future issues.
Francis said he was surprised to learn that elevator parts had to be custom-made and could not simply be ordered.
Administrators at the home say they feel they have done everything possible to keep residents comfortable and well-served during the elevator repair. “Everybody is well looked after,” said Kelly Peterson, in charge of resident services.
The daughter of a resident said she is upset that management has not offered more frequent transfer services for people to get out of the building, saying she has heard of residents who have missed events because they can’t get down.
“It is wearing people down not being able to get out.”
I was shocked to think that my mother wouldn’t be able to get out and enjoy the beautiful spring weather. It is now almost summer.