Optalis Health & Rehabilitation of Troy

marrero.E

It is my second time here at heartland the staff is wonderful therapy is very good the meals are good. Me and my family are very happy that I picked Heartland again.

Provider Response

manty79

Facility clean well kept’ the staff is super so concerned with my comfort and my health. Pt and ot is very helpful. I will definitely recommend Heartland Oakland.

Provider Response

B. Eddie

When my aunt was a patient at Heartland I used to visit her and noticed how the staff was taking care of her. And how therapist were trying their best to help her walk to go home safe. Great facility i will recommend.

Provider Response

H.R

This is my first time at Heartland Oakland and I cannot say enough, I did not know what to expect, but it is fantastic, nicest staff So sad when I am discharged . I will recommend the facility.

Provider Response

Grober.p

I have been here many times, people are very nice here, efficient I have not had a bad experience here I would recommend Heartland Oakland to my friends and family.

Provider Response

Darroch.M

It is my first time at Heartland Oakland and staff is very nice I like the room and the facility, the food was not warm enough for me but other than that everything was really great.

Provider Response

Lindsey Sundin

These people are disgusting and heartless. Never in my life have I encountered a situation like this. My fiancé was here for 11 days and I could not get any one to return my calls. With Covid they will not let me visit and have provided zero updates. I had to leave work and go sit in their lobby demanding to speak to a manager in order to get an update from them. I finally get a phone call the next day from them saying they heard I was requesting an update...they tell me that his physical therapy consists of him sitting in a wheelchair for 20 minutes. I asked them about what the goals of his recovery are and when I can expect him to come home. They told me the 26th of February and that I would know exactly what equipment I would need and it’s not an overnight process so not to worry. Maybe they could arrange for me to watch them through his window to learn how to help him when he gets home. Mind you, it’s 7 degrees outside. The very next day I receive a phone call at 3pm from Jessica, Gina, and Beth on speaker phone saying insurance is no longer covering him (as of yesterday) due to his “declining health”, and I need to pay out of pocket for today forward. I have never spoken to a physician from this facility to date and no one had told me that his health was declining. I would never ever recommend anyone to take their family member to this place! There is more but I can’t bare to write publicly and will be filing claims against them with any licensing bureau. Please, please, don’t ever use them! Terrible experience! Almost forgot to mention the despicable nurse Egla, who was the only person I was ever able to connect with when calling. She was so beyond rude and ended our call by hanging up on me when I told her so. My words cannot express how extraordinarily disappointed I am in this place. I never review anywhere, but I cannot allow myself to move on without letting other people know how dangerous it is to leave your loved ones in their care. DONT DO IT!

Provider Response

Mary lou Banat

Beautiful facility I have been here more than ones I recommended to friends and family, the food is good and the staff are wonderful, the rooms are spacious and comfortable.

Provider Response

Mary Banat

Staff is friendly and some are absolutely wonderful enjoy activities but not now because of COVID and social distances I would recommend my family and friends rooms are big and comfortable.

Provider Response

Aust

I would like to mention to everyone NOT to take your loved ones to this VERY unprofessional rehab facility. I'm writing this regarding my mother who stayed in your rehab center. She was on the second floor. She was NOT treated well at all! She, did NOT have good service in that rehab! Being there she developed a bad cough. Her cough started increasing. The rehab, also had a sick worker, who had Covid-19, and yet they did NOT test anyone for the virus. the Doctor said she had water in her lungs and that she would take care of my mother. She lost her appetite and wouldn’t eat anymore, her cough became worse, she could not breath too much on her own and they had to continuously increase her oxygen. As days past she could barely talk on the phone because of shortness of breath and she was telling us that she feel not good at all, when we would talk to the nurses, they would only tell us they would give her cough syrup (Robitsum) and oxygen. My mother the whole time caughing not able to talk to us any more , sleeping most of the time, not eating, did not care or gave Little bit time, not one of the nurses or workers there would help her eat, she had no strength to eat and they would remove her food if she did not eat it in time. My mother was old and did not know enough English to defend for herself. She would ring to go to the bath room and no one came, once i was with her on the phone more than one hour no one came to help her so she found the strength to go alone . even her room mate was scared for her telling her to becarful of what she was doing, She, would ring the bell for help and yet no one would answer her. Also, her roommate would have to get up and help her with most things. Which, mind you the roommate is also a patient there. She, had broken ribs, and could NOT walk on her own, and yet, would take her own walker and walk to the restroom alone. Days, went by and she still hadn’t been tested for the virus after being there with a bad cough. For 4 days we were asking for Doctor and the 5th day she called us and said that she is taking care of my mother and she put her on three days medacation, and still did not think of testing for Covid 19, after having by the time two cases infected or more God knows, my mother started having fever for two days and the third day was monday April 13th, she collapsed, they called ambulance and they took her to the Hospital, tested positive and infected with covid 19, at the Hospital the doctors told us they left my mother too Long without treatment they said she is very sick, None stop coughing, very bad shape, weak and her Longs full of fluid, they transferred her to Ann Arbor where they immediately had to put her on the ventilator but it was too late and she passed away one week Later. ( the Doctors at the Hospitial said, , she is very sick and very weak came fro the REhab) In this case I blame full responsiblity to the Doctor and the nurses of 2nd Floor, for my mothers death, for not taking care of my mother , not testing her for the covid 19, and they know the Kind of symptoms are directing to the Virus. When we heard about the cases they were getting at the rehab we repeatedly asked to take my mother out of there but that was denied and even for someone to just help her eat and yet no one would even help her eat. If she asked for tea it would come cold. By far the worst service I have ever witnessed. She couldn’t have anyone by her side from her family and they literally did the bare minimum in taking care of her. My mother had symptoms early into her rehab stay, she was neglected severely and they watched her get worse giving her water pills and cough syrup, by the time she reached VA Ann Arbor she was in the last stages of the virus. We called numerous times and warned them That she is getting worse but all warnings were ignored. She died alone all because of the neglect of urgency needed. By the time she reached the hospital she was at the max amount of oxygen they can give a person leaving her on love support.

Provider Response

Karen A

I am an advocate for seniors and receive calls from families about what is the "best" skilled nursing facility to go to for their loved one. I start out by saying you will never find the best but you will find loving, caring and compassionate employees at Heartland Oakland. I have always shared with my clients that you will never find the "best" but you always find that the nurses and Physical Therapy/Occupational Therapy will be very good at Heartland Oakland. Thank you Heartland Oakland for your compassion and care for my clients I send to you.

Provider Response

DARLING25

Do Not Take your loved one here. I researched and read the reviews and when we got there we got a line of bull. Husband was in 3 weeks and I requested to speak with his doctor, never heard from him in the 3 weeks. Nurse one night didn't seem like she knew what she was doing. Social worker was not qualifed for that position again didn't know anything. Heard from a medical supply company he was being released and he didn't know it. Was not ready, not strong enough. Few nurses and NA's were great but very few. Please do not take your loved one there at all.

Provider Response

MorganBaker965

Most of the staff will let the people staying here sit in their messes for hours. This company is SEVERELY understaffed and the staff will complain about having too many people to take care of. The administration and nurses seem not to care about the well-being of the people in their care except for a very small, select few. It's really sad how poorly people are treated in here. There was a fire in the building (luckily not bad and no one was hurt), but the staff evacuated themselves from the building and left all of the patients in the building during the fire. Not only is this place lacking a welcoming and positive atmosphere, it is deficient in safety and common sense.

Provider Response

agibbins14

If there was such thing as a zero rating for this facility then I’d give it. My grandma was treated like an animal; sitting in soiled clothes for hours, not showered and in the same gown for three days. When we complained to the head administrator, nothing changed. So we escalated it to the candidate care team and it just got much, much worse. The treatment not only my grandma received but my family when we voiced our concerns with even the assistant VP of operations, I wouldn’t wish on my worst enemy. Not to mention once we were notified of her release (because we complained, and she still isn’t eating, walking on her etc) the location has refused to provide my grandpa with any help or guidance on next steps. It saddens me that in 2019 there are still companies like yours that ONLY believe in the bottom line and think it’s OKAY to discriminate and retaliate against someone because of their disability. Trust me people, Anyone who considers placing their loved one in the care of others, LOOK ELSEWHERE. This place is NOT worth it and WILL NOT care for them.

Provider Response

Daughter of Rehab'd Dad

Please beware that the care at this facility is not consistent. My 93 year old dad was sent to this facility for care after his hospital stay. He was progressing fine with his rehab, but all of a sudden he became very, very weak and became incontinent several times. My brother, who lives near Heartland, went to visit my dad and on 3-4 occasions he found my dad had wet pants that were thrown in the laundry bag. Heartland said they were unaware that my dad had peed his pants. What??? On the day before my dad was to leave this facility, my brother went to visit him. He walked in my dad's room and found that my dad had been unable to make it to the bathroom on time, and had pooped "everywhere". There was feces on his hands, feet, pants, on the bathroom floor, in my dad's room. My brother said as soon as he walked into the room the two aides who were in there when he got there, all of a sudden just disappeared and never came back to help my dad get cleaned up. My brother had to do it himself with few supplies! So, I got on the phone and called to talk to the nurse manager. I asked her if my dad was going to get care while he was there?! That night, my dad tried to get up to go to the bathroom, and he slipped and fell, banging his face against the toilet and the floor. I would not trust that your loved one is going to get the care that they need here. The therapy staff does a good job, that's why I gave Heartland a 2 rather than a 1 star, but I would choose another care facility if I was you.

Provider Response

kahsales

"I have been working with Heartland for the past two years and continue to be impressed by the quality of service and the knowledge of their employees, especially during the sometimes confusing details of admissions and eligibility. I am in and out of a number of Senior Centers on a weekly basis and without fail I hear someone sharing their positive experience with Heartland, whether it be for a parent, spouse, child, etc The consensus is that the facility is beautiful, the staff is committed, and how they interact with each other and the patients is outstanding, and the recovery is often faster than anticipated. I would constantly and consistently recommend Heartland when asked where I would send a loved one for rehab." Kathy

Provider Response

DonnaBah

My mother was a patient for 1 night at Heartland of Oakland. It was so bad that I took her home with me. The list is lengthy as to why it was a horrible experience. 1. She arrived at the facility at 1:30 pm. They put her in a room in a wheelchair for 1 hour before they did anything with her, then they said she is going to another room and then put her in the other room. (someone did take her blood pressure) 2. I arrived at 4:30 to see her. She was still in a wheelchair. I asked for a walker to take her to the bathroom- They said they couldn't give her a walker until they (PT) evaluated her (which would be the next day)- I told them she was walking with a walker in the hospital with PT- they still wouldn't give me one (I took one anyway- to assist her to the bathroom) 3. I called her 3 times and she didn't answer- turned out she couldn't reach the phone. 4. She rang her call light at 3:30 AM and the girl that came in SCOLDED her- pointing to the clock saying" do you know what time it is?" 5. The next morning- they brought her breakfast tray in , mom told them she had to use the bathroom- The girl told her she can use the bathroom after she eats breakfast. - Mom was STILL in bed- expected to eat breakfast in bed and hold her urine in!!!! 6. The list goes on and on but this is just an example of her experience- I should add that my mom is very alert and oriented and can relay to me exactly what what on. I would NOT recommend this place to anyone- BAD EXPERIENCE. Mom is doing well at my house. .....

Provider Response

panic

I was sent to heartland for rehab. Physical therapy was great but the rest was well below average. They don’t have enough nurses (average time to answer call light 45 minutes and the aides or whatever they are called are most unhelpful or just plan lazy. Hope a never have to go to a rehab facility again but if I have to it will not be one

Provider Response

Lain

At Heartland they have an uncanny ability to ignore the bells and call lights. There is a small handful of the staff that are kind and polite. There is a crew of people that call me every day and ask the exact same questions. Several times a day sometimes. If you do not advocate for your elderly parent then your elderly parent will receive the least amount of help. The staff has an outstanding ability to not read the patient charts and give conflicting orders to your elderly family member. The doctor that works there tells your family member not to have the surgery that his/her specialists have proved a need to have. If your elderly parent has medicare, the social work and therapy staff tell your parent they will be going home on a specific date. Not because your parent is doing well enough to go home. But, because Heartland chooses not to ask Medicare if they will continue to pay. They do not allow Medicare opportunity to decide. Heartland decides FOR Medicare. They want 12K a month and that does not include therapy. We have repeatedly told them and signed documents stating we will pay. They are cold and uncaring. My father fell there and had to be rushed to a hospital. They do not bathe the patients and the place often smells. My vet takes better care of my cat than Heartland cares for my father. Once he is eligible to medically leave, he is so out of there. AND- my dad can afford the place and has long term care insurance. I cannot imagine how Heartland treats people without the means to pay. If you cannot guarantee that your relative will recover in 30 days- Heartland can! Please avoid this place unless you are lucid and capable of speaking up loud enough and long enough for them to get out of a chair and help you.

Provider Response

anncosart

My mother was sent to this facility to become stronger after having pneumonia and dehydration. She is legally blind and is a fall risk. The first day she was in a room I noticed a dead fly on the floor. The second day it was still there and another dead bug was closer to the bed I finally said something to someone, not taken care of; said something to the person at the desk it was clean the next day. When my mom put the call light on to go to the bathroom it was 30-40 mins later when someone would help her. By that time she had wet and/or messed her pants, so she was always in a diaper. Which was very frustrating and embarrassing to her. When she had to go and I was there I would always wheel her into the bathroom, diarrhea was on the toilet and floor from either her or her roommates last visit. The next day it was still there, I made sure someone was notified to clean it. Diseases In a rehab center with older people can be very dangerous and run ramped. We were disappointed in the shower arrangements. She would have liked a shower at least every other day, she received a shower once maybe twice a week if she was lucky. There were discharge issues that just made me want to pick her up and leave. Most of the staff were doing the best they could being short staffed. The food was adequate as my mother is gluten and dairy allergic with sodium issues. On the plus side, I was very happy it did not have a bad odor most places have when you walk in. PT and OT did help make her stronger and we were able to leave sooner than expected.

Provider Response

meanoe

This place is a absolute joke my father is recovering from surgery not only is the food not horrible my father bed was not changed daily nor were his clothes I would never recommend this place to anyone!

Provider Response

marciemiwi

My parents have stayed at this facility while recovering from surgery and/or health issues multiple times. Everything seems very clean and well-maintained and meals are excellent. Security is also excellent as everyone has to sign in and there is only one entrance open. There is a well-stocked game room, library, and television/internet gathering rooms. They also have daily events and staff that tries to encourage patients to participate. The doctors, nurses and physical therapists are competent and honestly seem to care about the patients, not just treat them. That said, particularly in the evening, the facility seems understaffed and patients may need to wait a good amount of time if they need assistance. Overall a very good facility and far better than any other options we've tried in the area.

Provider Response

Dolores K

Having been to Heartland Oakland last year and enjoying my stay, when I was told I would need rehab this year I immediately chose Heartland Oakland.. To me it is more of a spa then a rehab center. I am an 87 year young artist, and the recreational therapy has provided me a creative outlet. I am left handed, and my left hand was injured. Occupational therapy was done on my left hand and maintained my ability to paint. The staff here are so attentive and knowledgeable... from the physical and occupational therapists to the nurses. The food is wonderful! The center is clean and well maintained.. I would advise anyone needing rehabilitation to come to Heartland Oakland. I have had a 200% improvement!

Provider Response

Helen2017

Everyone is so nice at Heartland Oakland. If you choose this center for skilled nursing/rehabilitation, you will really enjoy it. The staff is interested in what you are going through and all are willing to help you. They encourage you by telling you that you're doing well. I have enjoyed the activities that are offered.

Provider Response

Casey Smith

My Grandfather was at this facility for rehab after having a stroke. I found everything about this place top notch, from nursing to therapy to food to housekeeping. Even though it does need a little updating, it was very clean. I did not visit every day, but when I did I often saw the same staff and they were all smiling and seemed happy to be there and happy to see me! The nurses were very attentive, often times answering the call light and immediately responding to any needs we had. .The employees all seemed to get along well and help eachother. I would not hesitate to bring my family member back. If I ever need a skilled nursing facility-Heartland Health Care Center-Oakland is where I'd want to be!

Don't go there

If I could give it zero, I would. No blood sugar taken before meal, they could not give me all of my medication - said I would have to wait until the next day. Place did not look clean - either dirt and/or mold or both on the lip of the entrance to the shower. food not edible. This place is not that old - less than 10 years i think and it looks like it is 30 years old. I checked myself out 7 hours after I got there -- AMA .

Judydeclark

I came to Heartland Oakland after I have fallen, doctors recommended I come to short-term rehab to heal and gain back my strength. I found the therapy department to be excellent, as well as the staff being caring and personable! It meant a lot to build the relationships I did with the staff, they knew me by name and I did not feel like 'another patient'. They were always very responsive and inquired about my needs and wants to make sure I was as content and improving during my stay. There were times when I rang for assistance and I found that I was waiting longer than preferred, bathroom assistance and calling to get in and out of bed was not as quick as it needed to be, sometimes up to 15 minutes. Their recreational therapy department was excellent - many day-to-day activities to keep me busy between therapy and resting. The food at Heartland Oakland was good, I found there to be a wide variety of options to choose from, the facility itself is very clean and has a positive atmosphere. Overall I enjoyed my stay, however, I felt far understaffed for the amount of patients.

Marilyn E B

I have been to Heartland Oakland 6 times since May 2012. Each stay has been pleasant, and that is why I keep choosing to come back when I find myself in need. Everyone there is determined to help you to get better and go home healthy. I enjoy participating in recreation therapy. The recreation room is always open, and you can help yourself to all sorts of crossword and word search puzzles, games, books, paints, crayons, etc. There is never a dull moment if you join the fun!

No heart heartland

From day one the facility lost my mother's earring aids. They were later found on the wrong cart. The Cenas and nurses are overworked. The staff is told to turn off the call light and get back to the patient when possible. On 2 separate occasions it was at least 25 minutes before the patient was taken care of. On 2 other occasions her call light was in her drawer in back of her. I kept asking for pragnosis and was told they needed more time. After 4:00 on a Thursday the social worker informed me they wanted her out by Saturday evening or insurance would not cover it. The insurance company said their decision was based on the report from heartland. Moral of the story is do not complain or you will be finding a new place with little notification.

mary34me

The best way to describe this facility is understaffed. There is no way it can provide quality care when each staff member has a multitude of patients. My Mom was there for rehab following hip replacement. The staff made it very clear to her that she was not allowed to take herself to the restroom. She had to call for an assist. After pushing the call light- the assist took 45 minutes to arrive. Worse yet- once in the bathroom she was left there on the toilet for just under 2 hours. This type of neglect continued whether she was throwing up and left sitting on the side of the bed with a basin. She had to ask a food service worker to help her back into bed as no one had returned- to errors in her medication. We were able to move her to another facility where she has received outstanding care and therapy. The only reason Heartland is not receiving 1 star is because there are some dedicated staff there that do care. I would not recommend Heartland to any friends or family.

KatCapp

Physical therapy services are excellent, Communication between nursing shifts was below average.When I called to speak to a nursing supervisor, she transferred me to the nurse.Communication with her primary care physician did not happen and orders that were faxed to the facility by him were never put into place. Communication between social services and family was horrible! Even though it was communicated on admission and several times over the next few weeks that should would be going to Ohio, discharge planning was not communicated to the family. I had been in touch with 2 social workers in the last 3 weeks with absolutely no follow up.I was told i would receive an update as to my mother's progress & level of care after her case conference to make the arrangements for her out of state transfer, again no follow up. I was informed by my cousin that she will be discharged in 3 days, not the facility. Would never recommend and we let her primary care physician know it, although he was not at all surprised by our experience. Absolutely unacceptable!!

Miss Nancy

I was a patient at heartland, Oakland in Troy for 3 weeks after knee surgery. My care at this facility was wonderful! The therapy I received was one on one, friendly, and professional. There were a few issues that I had to address, and they were taken care of immediately. It's a cheerful and clean facility and I would highly recommend it.

Ironman1

I went here after back surgery and was glad I had a place like this to go to! The physical therapy and occupational therapy was outstanding! Friendly staff, if I would have just gone straight home I would have been bending the wrong way etc. At physical therapy they teach you the correct ways of doing things after surgery. The food was good some things I did not like though. Nurses staff very a tentative Rio was very nice! It's a clean place with activities to do during the day!

MarshaM

I was a resident of Heartland for 8 weeks following knee surgery. This was not my first admit to a rehab facility, but the difference between my previous admit and this one was like night and day. The stay at Heartland was wonderful in comparison to my previous experience. The staff was absolutely wonderful, doing their best to meet my every need and delivering within a timely manner. When I asked for pain medication, I recieved it quickly unlike my previous experience at a different rehab facility where I would wait up to two hours! Also, the therapy department was wonderful. They worked with me on an individual basis, working with only one patient at a time, so you always had their undivided attention. The food was also very good. They gave you a menu the day before with choices for the next day. You always had at least five choices of entree, so you could always get something to your liking. Dietary worked closely with you to meet all your needs. In general this was by far the best rehab experience I've had. So far in fact, that I already am planning to return to their facilty for more inpatient rehab. I highly recommend this facility.

krismellebrand

Everyone at Heartland was caring, concerned and helpful. The building was immaculate and the food was pretty good! They made a difficult time much easier for the entire family.

Tsmith

My husband was there for rehab for almost 3 months. The entire time we had excellent service. The staff is wonderful and really seem to be having fun as they work. The nurses are so caring and helpful. I give them 100% credit for his recovery following a devastating stroke. We would not hesitate to go back if need be. Heartland was a godsend to us!

Rochester Hills residents

Be very careful of their business practices. We asked multiple times to be notified if insurance was no longer covering. I asked each week during my husband's stay. The billing manager assured me we would be notified. When I was presented with a HUGE bill for $4,480 of uncovered charges, we were told that the case manager was no longer working there, the physical therapists had also left, and the Business Manager told me to be grateful and pay because everyone else did because the care was so good. Repeated letters and appeals to corporate went unanswered. This was deceptive, unethical and fraudulent in my opinion. And it did not bother the Business Manager or the Facility Manager one bit to threaten us repeatedly with collection. In the end, I paid. And a year later, am still bitter enough to warn others via this review. $4,000 is a huge amount of money to us while we live on Social Security. I truly feel this is a common practice based on my discussions with other members of my church. Sorry to share this unhappy truth of how we were expected to pay for their failure to submit timely billing, failure to disclose the lack of approval renewal, and failure to keep on top of insurance status due to their staff turnover.

mama04

My mom was at Heartland Rehab for 20 days and it’s a great place. She's been there three times and she's really happy with the facility. I think their staff is superior. They have great people there. The physical therapy department is good as well the nurses are great. The rooms are very clean. The food is great.

Kim38

Heartland was clean and well maintained. They had very good occupational and physical therapists. They were always having people doing something on the go. People weren't just sitting in the rooms. They were very helpful. If my dad couldn't get to the workout room, they'd come in to the room. They seemed to have enough good staff. It seemed like when we needed someone, they were there. They had cards and did people's nails. I never ate there but my dad never had any complaints about the food and he was very particular so I would say the food was good.

Carolym

i was there for four weeks it is the best in all areas.

Caring11242

My mom was at Heartland Health Care Center. It was highly recommended by people we know. The facility was clean and well-maintained. Everything was pretty good.

Judith10

Right now, my friend is at Heartland Rehabilitation Center. They're doing all they can for her and yes, they're doing it very nicely. They are helping her, they're kind to her, and the food is nice. As far as I know, they're doing right because she has never complained about it.

sadstateofcare

My mother was there for 2 weeks.They did not assist her with eating. Midnight nursing let her sit in diapers full of urine for 45 min to 1 hour in addition to diapers full of feces. Watched as her roommate also laid in a soaked bed for hours. Came out with 3 broken ribs. If you go there, look at the floors in the rooms. Last mopped in ??? This is all true. Place your loved one at their own risk

lpowersfarm@gmail.com

Rehab center for mom was excellent . everyone was kind and felt good about her being there.

SallyMae1

My grandma was admitted to the Heartland Health Care Center and stayed in the facility for 60 days. The building is clean with new amenities and it always smells fresh. The building has a rec center with big tables and comfy chairs. There's also a barber shop that a resident can purchase a haircut or color. It's a lovely facility and a lot of money was invested to make it up-do-date and beautiful. That being said, my grandma experienced a a lot of neglect and rough treatment at the hands of the staff. There is only one doctor that comes in once a week and the rest of the staff are just pill-pushing bullies that would not allow her to rest. If a patient does not want to do something, they have a right to refuse and they wouldn't take "no" for an answer. My grandma was very unhappy there and could not wait to come home. It was clear that they did not really care for her mental well-being and she was just a number on their charts.

gjedlowski

Both of my parents have spent time in this nursing home. One for a stroke and one for recovery from back surgery. When my step dad was there rehabilitating from his stroke I found it to be very pleasant. The staff was very friendly and attentive and my step dad seemed to feel comfortable there. It was clean and there were different rooms that you could go in for either games or juice and coffee. Or just to walk around. Now the experience when my mother was there was a bit different. I came to visit and I immediately notice that the staff at the time was very unattentive and rude. My mother was in tears because she had to wait a long time for someone to help her to the restroom. It got to the point that I had to speak with the supervisor of the staff. When I came back to visit next time - it seemed different and my mom seemed a little more comfortable. All in all it was a decent experience. But I would definitely pay close attention to the staff during different shifts.