Regent Care at Medical Center

flaggj

In Nov, I visited several rehab facilities in search of the best place for my mom to rehabilitate after a tough surgery. The admissions coordinator was pleasant & extremely informative. The facility seemed clean & bright, not overcrowded & lacked that "typical" nursing home vibe. My Mom was transferred there a few days later. On her 1st night after pressing the call button for 30 minutes I went to the nursing station to ask for her long overdue meds. The nurse, Valentine was the absolute most unfriendly person. It wasn't until hours later that she received her meds. The next day I walked down to ask for a spoon. Valentine & another nurse were deep in conversation about what to order for their delivery. "Their tartar sauce is amazing" I literally stood in front of them for 2 full minutes w ZERO acknowledgement. I finally said, "excuse me. Would you happen to have a spoon for my Mom's soup?" The rude female responded, "kitchen does" & quickly went back to her dinner order, while Valentine got up & walked away. After a deep breath, I explained I was new & asked where the kitchen was. Valentine then came back, handed me a spoon w/o looking at me. I said thanks & rec'd no response. I decided to give it time to see if the situation improved & it didn't. My Mom could not get out of bed on her own & needed help going to the bathroom. Over the next few nights, she pressed her button to call for help & every time she would wait for an hour to use the bathroom or for pain meds. She finally called my sister or myself multiple nights, when they would not answer because she was afraid she would have an accident. While a few CNA's were extremely pleasant, they all explained they were understaffed. My Dad & I addressed this concern w the "tour guide" & he assured us everything would be resolved. One night my Mom waited an hour for help (we were told we could not take her on our own) so I walked down to the nurses station & Valentine was sitting there. I explained she had been waiting & he said the CNA went on break & would be back in an hour. I said she had already been waiting, I asked him why he could not help & he said he "didn't do that". Another night, my Mom pressed the button & waited 45 minutes. A CNA finally came in & said "what do you want? " My mom needed to use the bathroom. The CNA responded "Are you wearing a diaper? Then use it", & walked out. Diapers are mandatory for rehab patients, so while she was wearing one, she has NEVER used one. She called my sister crying, so my sister called the facility at 2am, to ask someone to assist her. By now, this was the 5th-6th time we had to call for help in the middle of the night. I called the Mgmt team to discuss. The Nursing Director was the most unprofessional worker I have ever encountered & that includes every restaurant worker, call center agent, DMV employee, etc, I have ever had contact with. I started off extremely polite. We were afraid to upset anyone b/c my Mom was left alone w them for hours day & night. I explained our concerns. He said, "I have met your mother & she never expressed any concerns." I explained that she was afraid to speak up in fear of retaliation. He asked if I was sure she was telling the truth. Really! I asked if he was insinuating my Mom was a liar. He said no but sometimes people in this situation, post surgery, medicated may not remember things clearly. I explained my Mom was extremely lucid. So he asked about the CNA telling my mom to use the diaper. He wanted her name. I said I did not know. He said, "wait, I thought you said your Mom was lucid." What!? He was not speaking to my Mom, he asked ME & I did not recall. He became extremely belligerent. I could not believe it. I hung up & called the Head Administrator (top dog) & explained. She said nurses have an expected 15 min response time & she would address the matter immediately. The issue never resolved. I called again one night after waiting over an hour. Valentine answered & refused to tell me what thought the expected response time was. He said over & over, we get there when we get there, while laughing. He literally said it DOZENS of times. Extremely scary that he is in charge of patient care in the evenings. Imagine your loved one falling out of bed & pressing the button while lying on the cold floor & nobody coming for over an hour. Chest pains & nobody shows up. This could be dangerous & is unacceptable! Think twice about sending your loved ones here unless you are prepared to sit by their bed and phone day & night.. If they are non-verbal I promise they will be ignored. My mom had a team of advocates & they still did not care. The Administrator has absolutely ZERO control over the nursing staff & that is frightening. On the bright side, the day staff was much better. The therapy staff was INCREDIBLE. THE ABSOLUTE NICEST, MOST PATIENT AND KIND PEOPLE. Hands down the ONLY highlight of this nightmare. The food was also way above average overall.

Ms. Morales

I have had my father hear in the past and we liked it a lot. The Nursing staff was ok but the therapy team is great. With his care and therapy, he got well again to come home. After about a year or so he had to go to the hospital again and after wanted to return here because both of us felt he would get good care. Well, I was wrong because he got great care. There is now a new administrator and a fresh new nursing team and they are amazing. The therapy team is the same and they are also great. I would highly consider recommending any of my family who needs assistance to try talking to the team here if they have any concerns.

JH156073

My mother was at Regent Care Center, and we weren't really pleased with her care. Some of the aides had bad attitudes and were not very helpful. There wasn't any one bad incident that happened, but general attitude, but the RNs and LVNs were good. They need to train the aides to have a better attitude -- if that's trainable -- or hire different people that have better attitudes. There were a few aides though that were very caring, but most of them didn't really have a good attitude.