Accel at Willow Bend

Nancy2Ap

Our family gave this facility the benefit of the doubt, and let "COVID" protocols dictate some of the decisions made during our mom's time in at Rehab. A private meeting took place among staff to determine that our mom was healthy enough to continue at home. Upon talking with a case manager, who agreed that something was wrong and she was not strong enough.... the facility pushed that her care was now considered "private pay". After discussions with insurance and care givers - she was discharged. Less than 14 hrs later - she is admitted to emergency - with congestive heart failure. WE HAD REPEATED POINTED OUT THAT SHE GAINED OVER 7# in a few days time - and were told that this is 'normal' THIS PLACE IS COMPLETELY IRRESPONSIBLE AND MEDICALLY UNPROFESSIONAL - FIND ANOTHER FACILITY

BobV

It was actually my brother Bob who stayed at this facility, but I have his medical power of attorney and I’m very involved with his care. I’m also an RN. Bob was sent to Accel after having shoulder arthroplasty. We were not given any other choice of facilities citing “COVID-19”. Due to COVID-19 no visitors were allowed understandably. I called the facility concerned about how his meds would be supplied. Some facilities require patients to bring theirs. I spoke with Robin, RN at the facility who didn’t want to take the time to speak with me and was very placating! After Bob was already at the facility I finally got a call from MaryBeth who facilitates patient admissions for all Accel facilities. She was very cordial and stated the facility will be including me on the plan of care and progress Bob is making via phone calls. During the 9 days of Bob’s stay I only received one phone call from Accel just to tell me date/time of Bob’s follow up appointment with his surgeon. I placed 8 phone calls to Accel. Two calls were never answered, three I was put on hold and RN never came to phone, two I left messages for the RN to return my call and one I spoke to a nurse supervisor who told me they social worker Natasha would call me back. I never got a call! Bob says they only walked him a few times while there. Otherwise he sat in his chair doing nothing! He also said the food was horrible! They never helped him with any personal hygiene the 9 days he was there! He was also put on medications he had adverse outcomes with and they kept trying to get him to take. Not a place I’ll ever put a loved one again! Especially in this day and age when you can’t go there and see first hand what kind of care they are getting!

sad,mad daughter

Please do not take your family member here my dad was there 24 hrs in that 24 hrs his bed was soaked with urine sheets were pulled up over it to cover it his iv backed up with blood noone noticed food is like snack food for kids chicken nuggets and french fries for 86 yrs old diabetic with no teeth on a soft diet lazy nurses and filthy facility..my father died 6 days after leaving their facility from pneumonia,they had all under quarantine to their rooms when he arrived flu outbreak in the facility nurses so unsanitary my father was infected the caseworker that visited us at the hospital will promise you they give good care but they gave no clue fixed a complaint with the State but they don't seem to care .

Scepterian

Our family has had our share of these places. I must say this place has been the best. It’s clean, people were amazing to my mom and after several weeks she got out today. They had a nice celebration for her. Very organized from the day she came in until her leaving today. I was really surprised to not see more great reviews on here for this one. Also on food... Most days she thought food was good to great. Sometimes not so good but overall I can’t say anything but good about this facility and all of the staff. Big thanks for taking care of mom who had 5 broken ribs, pneumonia and infection recovery. You all are great.

PAZSAS

OMG!!! Do NOT put your loved one in this joke of a facility. My friend was sent here after hip replacement. A technician did not assist her getting out of bed to use the facilities and she heard a 'pop' sound ad felt extreme pain. She protested to anyone who would listen about her pain...no one helped. 12 hours later, her pain was so severe she was crying. I asked the nurse to get xrays and she would not. This nurse insisted that it was 'normal'... no one cared about her, so I took her out of this place. I called 911 and they took her to an ER. She had a broken femur and cracks in her pelvis. The hospital thanked me for getting her out of there. I wouldn't put my dog at this facility.

Looks Can Be Deceiving

The patient care is horrible. Morning shift never brought water of changed sheets or answered call lights. Spoke with Administrator, nursing director, operations manager and light still went unanaswered. Aides sitting on their cell phones. Once I complained ther started sitting with their airline tablets and their cell phone to appear to be working. Spoke with long care residents and the care and treatment from nursing is horrible. Called the State 800-458-9858 and filed a complaint. The best nurses and aides that I had was Angel, Sharon, Shunda and Tamelia.

Short Timer

My overall impression of Accel at Willow Bend is positive, though average. Most staff members are skilled and compassionate. Many are extremely friendly and caring. I can’t say the same about communication between the patient rooms and the nurses’ station. More often than not, my call button signal wasn’t answered in a timely fashion. Many times it was over 40 minutes, sometimes over an hour. A lot of the time I would have to get into my wheelchair in the middle of the night to physically find my nurse. An intercom system and a dedicated person to monitor and respond to call signals would easily remedy the many complaints found in the reviews about call signals. I totally enjoyed and benefitted from the therapy gym and the therapists. This is a first class area of the facility. Food was hit or miss, usually miss. There was very little variety offered for breakfast. The other meals were sometimes pretty good and sometimes not. I was in the facility about 10 days, and only once was I offered a snack between supper and bedtime. For such a lovely facility with really nice accommodations, relative and enjoyable activities, and a mostly caring and skilled staff, there are areas that require much improvement before I can rate it as better than average.

AnnCan

I had a great experience at Accel At Willow Bend after my total right hip replacement in January 2018. I felt the staff were genuine and I felt the nurses were on a good routine. Things never seemed rushed and they took the time to talk and get to know me during my short stay. I felt things always got accomplished in a timely manner. This is my second hip replacement and I thought therapy knew exactly what to do and I felt very confident in their care. I am thankful for the attention to detail, great care and therapy that was provided to me there.

cjaniew

Horrible place! Nurses screw up meds, never respond to call lights. Dad was in for rehab, didn't get it. Leaving still unable to stand up.

hatfieldwilson

This is the worst place you could put your loved one. The staff/nurses are arrogant, and unresponsive. My friend opened a small wound on her arm and it was bleeding. She buzzed the nurse for help, I went to the desk for help, and no one came to take care of her for 45 minutes. That is just one small example. Her family asked for a flu test and they did not do it for two days - one e cause after another - she tested positive. The do not care about the patients. They are always chatting or on their cell phones. Anyplace else would be better!

holland76227

Do not let your loved ones stay here even for a short period of time. They put on a great show but as my momma used to say it is all "smoke and mirrors." Unfortunately our loved one spent their last days in this horrible place. The food is horrible, the staff is unresponsive to requests and no one even called to offer their condolences, instead we got a call asking us to complete a survey about our family members stay. The other issue with this facility is how dirty it is, the only time the room was swept was when we asked for a broom and did it ourselves. Our family members nails with feces underneath would go unclean for days at a time even after I spoke to the administrator and head of nursing (see photos). The case manager is also a joke, she had the nerve to tell another facility we interviewed to have our loved one moved not to bother since she wasn't going to make it much longer anyway. The only nice thing about this place were 2 nurses Eddie & Sara, while they are extremely overworked and have too many patients to care for at a time they still did all they could to make sure our loved one was checked on.

MarionG

BE WARNED! Stay as far away as possible from this facility if you truly care about your loved one.. The staff is inconsistent and could care less about the well being of the patients. They never follow through on any promises from the Director's down! The experience has been less than pleasurable!

fair treatment

My mother recently stayed at the Accel Rehabilitation Hospital in Plano a few weeks and this facility was fantastic in all categories. Then she was transferred to Accel at Willow Bend for final rehab prior to going home. Accel at Willow Bend was a very bad experience for her and her family as described below. I tried calling my mother at Willow Bend’s 24/7 phone number 214-501-4672 nine (9) times the first two days she was there and no response after 12 rings for each call. I had to call on her cell phone to speak to her. I contacted Accel Rehabilitation Hospital about this and I was informed they also had a hard time getting someone to answer the phone there. After a few days at Willow Bend my mother complained about her leg hurting and maybe having an infection as the wound around her recent leg surgery was very red. The nurse who visited her room told her the leg was fine and looked normal to her. The next day the pain increased and she requested to see the staff doctor who determined it was an infection and started antibiotic IV therapy immediately. My mother was also using a feeding tube for food consumption. She had complained several times about pain where the feeding tube was attached to her stomach. The staff thought just feeding her slower would remedy the problem. A couple of days later my sister visited her and requested help for our mother’s severe stomach pain and the staff said the pain was not an issue. My sister called 911 and my mother was transported to an ER who immediately did surgery and replaced the feeding tube to correct the issue and stop the pain. After surgery she was transferred to the Presbyterian Hospital where she stayed until she could be transferred to another rehabilitation facility for full recovery. I would suggest anyone considering to use Accel at Willow Bend to reconsider your options.

Batman1

I saw the responses below and wanted to share my experience since I have had a fabulous experience at this facility. The staff is very caring and work extremely hard to make my stay accommodating. I would recommend this facility to anyone and I am glad I chose to come here.

Gran2

My father has been there since August 29th. He had a stroke. After leaving the hospital, he was taken to Accel on Marsh for less than a week. They were good to him there. At the Willowbend location, the actual nursing staff has been good to him. During the day, Rita is great. At night, Margaret is great. However, he often needs assistance, pushes the button many times, and no one shows up. I have changed his sheets 4 or 5 times myself. On several occasions, I have asked for help and the staff member either just stares at me or says that's someone else's job, He had a stroke and can't talk well so he yells. The staff tells him to quit yelling. He can't help it. I go there everyday. Sometimes twice a day. Often, there are wet sheets laying on the floor, the trash is overflowing, the floor is sticky or has bits of food on it., the movable trays are sticky, and my father's clothing is dirty from him trying to feed himself. If he shows any resistance, the physical therapists do not try to talk him in to dressing (with help) and going with them for therapy. So he just lays there and sleeps all day. I have spoken with the administrator and nothing has really gotten better. I work full time, and when I go to visit him after work, I'm usually there 1 to 2 hours changing his bed, changing his clothes, feeding him cold food because no one would wake him up and help him eat, and trying to get someone to help me with him. If he yells at them in frustration, they just leave him to rot. I am too frail myself to move him around much, and he cannot walk even with assistance. I am looking at other options at this point. I can't take it anymore and my father is miserable.

Sorely Disappointed

In the last two years I have had two older friends at Accel at Willowbend, each at two different times. In each instance the physical therapy has been great. I wish I could report the same for the general care / nursing and aids. In the first visit, we were greeted by a lovely lady proclaiming that each morning she would come in and make sure the patients are up, the room has been cleaned and they are happy. I'm not sure if that gal exited her position there or if the policy changed on day two because she was never seen again. Although the care seems adequate during the day, Monday through Friday, the night and weekend staff are lazy and rude and sometimes down right mean. People are left unassisted even when the call buttons were pushed. Each time my friends have been admitted the experience seems to be worse. Medications are not dispensed in a timely manner (according to Dr's. orders), patients are simply left in the hallway to make their own way back to their room after therapy and the attitudes of the staff seem to be worse than ever. Although the facility is pleasing to the eye, it is my opinion that they are simply putting lipstick on a pig. I am well aware that serving the public and older individuals is not an easy task. I am also aware that there are many more patients than staff but what they fail to remember is that they are dealing with individuals that may be in pain, scared and at the very minimum, there for rehab and assistance. A boost in the workers attitude would go a long way as well as communication and follow up. The patients should be able to feel dignified and not a bother.

Looking for better options

My mother spent 2 1/2 weeks at the facility following hip replacement. 1) The administration was some of the worst I have ever seen. The "initial consultation" was scheduled two weeks into her 2 1/2 week stay and only reluctantly moved. I did not receive a single returned phone call the entire time my Mom was there. I had to track people down in the hallway in order to get updates. 2) The night staff was unskilled and (sometimes) mean. They did not use a belt when lifting the patient. They insisted that her clothes be changed even though I had just helped her put on clean clothes. They took her clothing against her wishes. They woke her every morning at 5am to give her an antacid. Most of the time the person administering the medication could not explain what the 5am pill was for - very disturbing for someone who is disoriented from surgery and in a strange environment. 3) Staffing is not gender-friendly. Male staff is assigned to help female patients with very personal services. 4) Check in early.....With the delays from the hospital, we did not arrive until the day-staff was off duty. No bedside commode was available. She was put in a diaper and told to use that. When she did not get help in time to use the toilet, she was told she would have to wait with a soiled diaper until the staff person had "more time". 5) In fairness, the physical and occupational therapy was provided M-F and the staff was excellent. They found a good balance between tough and caring. Only reason for the second star. I still would not go back.

Caring107152150

Accel at Willow Bend was a beautiful facility. It was a brand new place. The rooms were very pretty. The occupational and physical therapy were very good. Communication is not always the best. They would call me when mom had a fall or something happened. However, I think they could do better. I think they could have communicated better with the family about what they were doing with the patient. But overall, the staff was very nice. Each resident has their own room. I had also sat and watched my mom eat. The food I saw was good. They had a good variety of healthier food. They had snacks if the residents were hungry. The family could bring food in. They had an activity room, a courtyard, and little living rooms. The staff tries to do something every week to indulge the residents. To be honest, I did not like it when I first put my mom in there but I have grown to like it.

Caring113011050

I am currently at Accel at Willow Bend. The staff is very friendly and caring. The rooms are large and adequate. The dining room is fine. The food is institutional. It's not gourmet food, but good. They do have different activities like bingo, informative lectures, and Wii activities, and televisions are provided in the lobby.