samantha beitzel
Jul 2026
Our family member was a patient at the rehab facility. While there were a few compassionate staff members, our overall experience was marked by repeated failures in patient care, communication, and follow-through.<br><br>Call light response times were consistently unacceptable. At times, staff would simply turn off the call light because the patient was sleeping, despite the fact that assistance had been requested. Other times, staff would say, "I'll be right back," only to never return, or would wait an extended period before anyone responded. It was also common to find no one at the nurses' station, or several staff members present who were eating, scrolling on their phones, or wearing earbuds while patients and families waited for help.<br><br>The patient was a documented fall risk, yet there was never a fall-risk sign on the door or wristband to alert staff assisting with toileting. He was frequently left overnight in wet sheets and blankets, with soiled bedding sometimes remaining in the room until morning. Compression stockings were not consistently applied and removed as ordered, and prescribed Ensure with meals twice daily was repeatedly missed despite multiple reminders.<br><br>Medication and safety concerns were equally troubling. We found a pill on the floor next to his bed that did not belong to him and were told by the head nurse, it was "probably dropped from someone's pocket or shoe." When a medication was discontinued, we asked whether his cardiologist had been consulted and were told by a nurse, "They said to do whatever you want."<br><br>Early in his stay, he suffered a fall due to documented low blood pressure, which he was to be assisted for toileting, that required a trip to the ER for stitches and a CT scan. Those stitches were scheduled to be removed on July 10 at 5:30 p.m., yet no one came. Despite repeated questions as to when they’d be removed, we were continually told, "We'll remove them here." He was discharged with the stitches still in place.<br><br>Transportation for an important physician appointment was confirmed multiple times by staff, but the transportation never arrived. Our family had to transport him ourselves to avoid missing the appointment.<br><br>Personal belongings were also mishandled. Clothing repeatedly disappeared into the facility laundry despite multiple requests that the family handle all laundry. Staff repeatedly promised to place a sign in the room, but it was not posted until two days before discharge.<br><br>Perhaps the most consistent issue was the lack of accountability. We repeatedly heard, "I'll let someone know," "I'll be right back," and "We'll make a note of it," yet concerns were rarely addressed and often were not documented. Multiple overnight staff members lacked empathy and were often dismissive or unkind. A therapy associate even acknowledged our concerns, stating they believed us because they had heard similar complaints about the overnight staff during the same timeframe. Concerns were brought up multiple times to multiple associates, however, it never improved. Unfortunately, we were not able to move him to another facility.<br><br>Our family understands that healthcare is demanding, and we are grateful for the few staff members who showed genuine compassion. Unfortunately, the repeated lapses in basic care, poor communication, and lack of follow-through made this an experience we cannot recommend. Patients deserve safe, attentive, and respectful care, and our family did not consistently receive it.
