Ashley Church
Feb 2026
Ongoing concerns about quality of care and communication: My grandfather was a resident at The Grand Nursing Home and Rehabilitation Center of Batavia, and our family experienced ongoing issues that raise serious concerns about the quality and safety of care provided. During his stay, there were repeated issues with feeding and hydration not being provided as scheduled despite physician orders. Family members frequently had to call to ensure feeds were started. His feeding pump also malfunctioned multiple times without consistent monitoring. He was eventually hospitalized with severe dehydration, aspiration pneumonia, and sepsis, and the hospital physician questioned whether he had been receiving adequate nutrition and fluids while at the facility. Communication from the facility was very limited. There were multiple situations in which we believe a phone call to family would have been appropriate, but no call was made. After his hospitalization, administration stated that staff had observed him gagging himself with a mouth sponge. These observations had never been reported to us previously, and their timing raised concerns for our family about transparency and documentation. Responsiveness from staff was inconsistent. Calls to the nurse line or supervisors often went unanswered or were routed to voicemail. There were incidents where his call bell was out of reach, which caused him distress. Symptoms such as vomiting and pain were not always clearly documented or communicated. Basic care needs were not consistently met. His room was not regularly cleaned while he was ill, requiring family to clean it themselves. He was often placed in briefs instead of being assisted to the commode, which physical therapy indicated interfered with his rehabilitation. There were also instances of unprofessional communication by some staff, including a nurse stating, “I am not your nursemaid,” and refusing to assist him, and another staff member stating that family visits would be stopped if he continued to use his call button. I want to acknowledge that a few select staff members and their PT, OT, and Speech Therapy staff were truly wonderful. However, their support is limited to therapy sessions and specific shifts. They cannot be present at all times to ensure continuous, proper care, and once they were not present, his care frequently declined. The lack of care at this facility put my loved one’s health in further danger. No family should have to fight this hard for basic, mandated care. I strongly advise anyone considering this facility to look elsewhere.
