Sorrento

Haynes, W

Facility is beautiful however Staff was not only incompetent when asked about any info regarding patient, but also rude. When I spoke to manager, if you can even call him one not only was he more rude but also condescending. I can See where the staff gets their manners. Staff was clueless and had no idea of how to answer simple questions like what medications had been given

Provider Response

lizmaltos

Beautiful facility, great staff, and wonderful care. I could not be happier with the services provided to my mother while at sorrento. Because of this facility and its nursing staff my mother was able to return home and heal properly from her back surgery. Nurse Alisha went above and beyond to ensure this. My family and I are very greatful for her. Also, greatful to Kaleb in therapy for making sure my mom got the rehab necessary to get her back to walking and being independent again. I recommend this facility to anyone looking to rehabilitate. This is a great place! I am forever greatful to sorrento and its staff.

Provider Response

Good Service

I was pleased with services my aunt received during her stay. The staff were friendly and helpful. The food was good. I highly recommend Sorrento for your nursing home needs. Thank you for the great service you provided to my loved one.

Provider Response

Dgarcgolf

Horrible service. They do not take care of or care for the patients. They miss medications and asking the nurses for services take way longer than it should. Over 24 hours passed Bree got service from a nurse. Do not recommend at all. Truly sad the way they supposedly try to help!

Provider Response

DeborahMc

My aunt was here for 2 weeks following surgery. She received excellent PT/OT services, but everything else was lacking. Care and skilled nursing was non-existent. We understand there is a staffing shortage, but it was unacceptable. She was left in a room by herself for 4 hours when she first arrived. The social worker was unavailable and she wasn't officially admitted until she had been at the facility for more than a week. Call buttons were ignored for hours. She was not taught how to empty or change her new colostomy appliance. She missed an off site Drs appt due to transportation not arriving on time. She had acute care issues that were not addressed and was discharged with no preparation to care for herself at home. She had a private room and bathroom, but the bathroom was only cleaned once during her stay. The facility itself is beautiful and the amenities she used (e.g. salon) were very nice.

Provider Response

of course

I attempted to contact my loved one the nurse someone four 3 hours. Absolutely unacceptable. The receptionist is obviously not trained to come back and check to see if call has properly transferred. What does that tell you about the service. Although everyone is understaffed, common courtesy and professionalism should be supported at any time. Especially when dealing with families loved ones. How incaring you are.

Provider Response

Hilario

My mother stayed in Sorrento rehab for 6 weeks. The rehab was good because they were working with her better than they do at her current rehab place. She was under Medicare then and now she's not, she's with Medicaid now, so I think that's where they had a couple of issues. It was a clean facility and the staff was good. They were good with my mom and she liked them. The food was good, too. They had activities, but it was more of rehab and they worked with her a lot better. It's not a long-term care facility, it's more of rehab for you to recover. The facility is super clean. There's a lot of restaurants and lots of places to eat nearby. It's in the hospital district too, so you have like 5 or 6 hospitals right there, as well as universities.

Provider Response

Kashlab

I am currently a resident. GO SOMEWHERE ELSE. The beds are very hard and uncomfortable. Mattresses are too thin. I am a diabetic. I was assured by Jennifer (Community Relations Coordinator) before coming here that my dietary needs would be met. Ha! A nurse told me this place doesn't receive enough funding to offer different diets. My sugar has been sky high. I'm being given insulin which I've never had to take before. I haven't seen housekeeping to clean the bathroom. The administrators come in to talk to you, say they will be back and I never see them again. Most of the nurses, aids, PT/OT workers are nice people. There are exceptions. I waited 45 minutes in the middle of the night for the call light to be answered. I heard voices and thought the aid or nurse would be here soon. I got up finally went to the door and the aid was standing at the next room door talking to another girl the whole time my light was on! Another thing every meal is cold. Coffee is tepid at best.

Provider Response

Pooh8226

While she was there I was impressed with the staff & the facility...It was when she was sent home that the problems began. While there she was on a nebulizer - none was sent home with her. She was on Oxygen & AeroCare came & set up the big machine with the water. The guy left 6 portable tanks & said to call a day or so ahead of time & that more tanks would be delivered. I called. a week ago. I was told that she was not in the system & then that no diagnoses code had been given & they couldn't send anything out until they had one,. Tried to find out how to get one. No luck. Nurse finally called doctor on Friday of this week & got the codes. Found out she also has to be assessed by her doctor. Booked that. Meanwhile she is now out of portable O2 - so she is now housebound for the time being. She had plans to go to a concert with a friend tomorrow & now is stuck at home. They are closed on Sat. Pretty unsatisfying. AeroCare hasn't called back. Sorrento hasn't made any attempt to have a caseworker take care of this & the Dr at Sorrento does not want to be bothered to take care of it. When you dismiss someone - everything should be ready for the patient to carry on...the nurses, the PTs & the OTs have been very good & helpful but I cannot say that the administration has.

Provider Response

Luvly1uc

Awesome facility with staff that really care about getting you better.

MCasias

I almost gave it for stars because an issue I had with a girl in the beginning, but they took care of it. The rest of the staff is nice and they seemed concerned about my condition.

happy daughter 01

My mom was at Sorrento for about 3 weeks days. She fell down at home and broke her hip. We were asked to choose a sniff and I had no idea what that was. I learned fast. At sorrento She has a special nurse that was that saw her Incision from her surgery everyday and another nurse that took care of her everyday/ There where so many people helping care for just her. The Nurses where patient when she was trying to get out of bed when she first got there. Different from The hospital when it felt like they where in a rush. She was weak and needed therapy. When she got stronger everyone cheered her on. I did not know what a rehab was before the rehab staff was awesome. I learned a lot really fast and am prepared for the future thanks to Sorrento. I am happy we chose this place and wanted to take the time and share the good experience because it matters.

ConcernedOne1

Most of the day staff was Pleasant and tried to help as needed. The Physical & Occupational Therapists were all wonderful and helpful. However, the night shift nurse staff and most night staff was very unprofessional and lacked proper training. One nurse in particular was horrible and had absolutely no people skills or much empathy for that matter. After a couple of terrible incidents, I took my concerns to the supervisor, and they refused to believe my concerns or accusations of such bad behavior. Or on the part about the night shift Nurse and horrible attitude. Instead, I was told nothing wrong was done, and they have done their job to investigate my concerns and found absolutely no wrong doing. My concerns over a nurse that already has a history of write ups and suspensions (something I learned from other other staff.) So When I took my concerns to the Director, they heard me out and I never heard back. I would never, never admit my love one here again. Their nursing staff and leadership is very questionable and cannot be trusted. I kid you not, the average time of a nurse responding to a call button request was sometimes 45 mins to 90 mins. I literally moved in with my loved one, just to make sure she was properly being taken care of.

Alomari

I had my mom there after her surgery and I was very pleased with the service and staff. The facility was beautiful and super clean and everyone from the coordinator Diana who went to visit at the hospital for a presentation to the rest of the staff until the end of her stay was excellent. I highly recommend this center I was hesitant because of some negative reviews that I read but I want to make sure that people read our experience and feel safe to make a decision so important at Sorrento. Thank You to everyone who help my mother get better and stronger!!!!

Ana1212

My grandma was recieved excellent therapy. The nursing staff was very helpful. They went out of their way to make sure my grandma needed to make her stay very pleasant. She was able to walk out the door in two weeks. Which was very important to her. I am very happy with the way they took care of her and addressed her needs. I can’t thank the therapy staff enough!

Provider Response

Ramon Reyes

I have my wife in the center for 3 weeks and was terrible center , if you care about your love ones think twice about this center just is not what they offer . #1 if your love one turn the light on to required a service of any kind it just stay on for I'm not joking about 45" to an hour and one time I count almost 1 1/2 and they answer the call they come with very bad manners, they supposed to change the dressing in her kidneys tubes every they and I have to requested that because it was more than a week without change it and she got and infection something she never had when she was a home and I do that myself imagine if somebody have and emergency and turn the light on and it was like that all the time

Never again EVER!!

In January of 2018 our father, 96, was put in Sorrento Skilled Nursing Facility by Methodist Hospital. He was not quite ready to go home, but not bad enough to stay at the hospital. He was unable to get in and out of bed on his own and walk. He entered Sorrento on a Friday. No one assessed him, or came to evaluate him. On Saturday night he pressed the call button for help, so they could assist him to the bathroom. After waiting for what seemed to be an eternity, a CNA, (Certified Nursing Assistant), finally came in and screamed at him to stop pressing the button and he could pee in the plastic urinal and she left. Same story all night long. Once he described his night we had a major discussion with the director on Sunday. They found the person who was at fault and was told she was fired. When I came to see him Monday morning, I could tell he was very upset and agitated again. He told a very detailed story of what transpired to him on Sunday night. It was an extremely disturbing account of what he had to endure. Sunday night, after he waited forever for someone to come to his room, after pressing his help button, he began screaming for help. A CNA came in and told him to calm down stop pressing the button and left. Consequently, he urinated in his bed. SInce his bed is now soaked, he crawled out of bed and then could not get up. (we later found out during the investigation that the CNA actually stood and watched from the door our loved one crawling out of his bed) He screamed for help while on the floor for at least 20 minutes. When the CNA finally came back she stood over him and told him to calm down and stop screaming. At no point did she attempt to help him up. She then turned and left!!!!! He laid on that floor with urine soaked clothes and tried to crawl to the bathroom. He urinated two more times on the floor. This episode lasted for a hours. Finally, two people came in and once again stood over him talking while he begged for help. Eventually, they got him up and put him back in his bed. Urine soaked clothes and bed sheets to enjoy the rest of his evening. When the morning shift arrived, they changed him and they sheets. The CNA in question turned out to be a Nurse! I would not leave my dog in this place. The staff were unfriendly and rarely even acknowledged us when we would come and go. It took us a couple of weeks to find another place for our loved one to go so he could then be removed from this horrific place. DO NOT ALLOW ANYONE YOU LOVE TO BE PLACED AT SORRENTO!!!!!! (The rating schedule below is a joke. Value? Activities, All I saw were people sitting in wheelchairs for hours. I guess they feel that is an activity!)

Never again.

Do not use this facility. The nursing staff does not know nor do they care about their patients. My mother was there for a broken hip. They lifted her like she had nothing wrong. They were rude and seemed very disinterested in what we had to say. They spend most of their time on their cell phones. They never responded to my mother's nurse button. I had to physically go to the desk and ask for help, even then it still took over 15 minutes to get someone to respond. My mother had a food allergy, they still brought her food she was allergic to. My Mom is 80 lbs, soaking wet and they brought her X-large diapers. Ridiculous. I can only count two people on staff that were a blessing there but they were not in nursing.

Provider Response

EANeff

This is a very unprofessional place They did not bother to even read my Husbands medical records when he was transferred from the Hosp. They seem to to know he had just been in the hosp for an Impacted bowel and two heart stents. They did not care to check if he was diabetic , the gave him 2 cinnamon rolls for breakfast And they have not heard the last of me.

Oliver64!

My mother was at this facility and all the staff did was keep her sedated. Unfortunately, I had not reviewed the reviews before choosing this place. Looks are very deceiving. My mother was there after being operated on her arm and her leg was also fractured. She ended up at Christus Hospital on Sunday night. They had over medicated her and she was in a coma like state. They had the incorrect phone numbers to call family, even after I had let them know my current number. My mother could not swallow, yet the were giving her a solid food diet. I repeatedly advised the staff that they had to quit giving her pain medicine around the clock and only as needed. I also asked to get her off Celexa since she was never on that medication. My mother was never semi mobile, thus this was totally a transition that should not have happened. Her doctor at Christus was stating my mother came in and they thought she had a stroke, she could not swallow, she was constantly sleeping, she was in a zombie state. The doctor took 2 days to take all the medicine out of her system and my mother is finally coming back little by little. Her kidneys are functioning, rather than kidney failure as was happening when the brought her in. Looks are very deceiving. The facility is ver nice. Please research these places for your loved ones. The most important of all is a skilled, loving and caring staff that have experience. I hope this review helps. I cannot stress enough to do the research. Life is precious, Don't allow your loved one's to suffer.

Care-Not so much

Thought long & hard before I decided to write my review. I was a patient here at Sorrento when it was 7 months open. It was noted by self as well as family member how nice this facility was/is. I saw the incompetence first hand on all levels from the cleaning staff, to the nursing staff, kitchen/dietary staff, social/program director to the receptionist, beauty shop, nursing to include the director to the facility manager. Now after being open over two plus years, things have not changed. I didn't submit a review then when I as there as I felt being a new facility it was going through growing/new opening pains. HOWEVER I recommended this place due to the incredible therapist you have. The patient care is the same, sad to the point of almost horrible, the signal from patient is never answered, the room is neglected, not cleaned daily, nursing/care staff to busy visiting with each other at nurse stations to care about those who are waiting or requesting help. Never enough parking for visiting family or friends as the "Sorrento Employees" park all the way around the building. I have gone by to visit my fiend on numerous occasions at different times and its the same thing. No assistance or help with out me going out to look for some help. Your care staff needs some serious development or dismissal they don't want to work in this environment. I feel compelled to write the authorities for some investigation of this property. .

madinsanangelo

This place is the PITS!! They don't even have silver ware to give with the meals. My sister asked for a knife to cut her steak and they said they didn't have any. She asked for a spoon to eat her pudding and they said they didn't have any! So, wouldn't you think SOMEONE in Charge would go to COsco and buy plastic silverware for the patients? The nursing staff is not knowledgeable in caring for the bags my sister has for her colon and intestine. Physical Therapy has her doing swats, when anyone can see that's the LAST thing she needs to be doing. My sisters room was without electricity for a whole day and they refused to move her. So she had no TV, no radio to listen to, couldn't read after it got dark.....but they couldn't/wouldn't call maintenance to come fix it ASAP. Needless to say we do not recommend this place.

happywithchoice

This facility was great. My mother received the therapy she needed and has continued to heal. The staff was very helpful and paid attention to her needs. I am very happy I chose sorrento.

oscarg

My aunt was at Sorrento after her hip surgery, she went in for rehab and pain control, the nurses were very professional since day one, her pain medications were administered on time, specially before therapy, the nurses would check on her before therapy and afterwards to see if she needed pain medications. Thanks for the excellent rehab, she went back home and was able to continue with her life style. My aunt loved the hair salon, and the activities that the had, specially during the weekend.

Happyfam12

My mother had a great stay at Sorrento Rehab, The therapy department was awesome, and all the nurses were nice, and very caring.

noodles1

I have a loved one there and it's been a nightmare from day one, place is nice but the service is horrendous, my loved one is in pain, can't get a hold of the doctor, my loved one calls upon staff and gets ignored, food is cold, just a nightmare from day one

jsd622

Mismanaged medication for my brother with parkinson's. A complete nightmare from beginning to end (20 days). Phones are rarely answered, multilple times calling, put on hold for ever even after anwering. Attending physician on call unilateraly changed parkinson's dosage and timing that had been set and prescribed by his neurologist for 5 years. The place looks nice but it is the worst experience we have ever had.

horrified in sa

My husband has Parkinson's and had been in the hospital with an infection in his leg. Parkinson's medications are difficult to get to the optimal level to compute Parkinson's. At the hospital he was doing great and ready for rehab. Once he got to Sorrento, he deteriorated rapidly. His medications were delay and he did. Or get them for a day then when his medications were finally available, the dosage was incorrect so he was overdosed causing hallucinations and combativeness. So Sorrento put the blame on my husband and want to send him for a psychiatric evaluation. When his neurologist saw the dosage given, he was horrified. His sons provided food snacks and sodas for their dad and the majority was stolen. He had clothes missing and he went over 12 hours befor his depends was changed. The nursing director was not helpful and was condencending. Please Do Not send you loved one there. The on staff MD over rode the neurologist medication orders which could have been detrimental. This is a for profit skilled nursing chain and the bottom line is the Only thing they care about.

SarahSarahComeHome

Unprofessional business office, understaffed nurses and nurse assistants, neglected patients... so glad that I was able to remove my loved one from this horrible environment.

Purple5

Nice place only, people that work there is another story. My mom had just had back surgery she needed help getting up & employee would just stand there without giving her a hand to get up, left in restroom for an hour before anybody helped her, left her wet for 8 hrs, that's just a few things I could tell u about thus place. People should not work there if they can't do their job I wonder if they treat their moms, grandparents & love ones like they do their patients. We took our mom out of there will get treated at home where her family live & care for her. I would not recommend anybody I know to this place ever!!!

Happy with Sorrento

So happy with this the staff. They were caring and dedicated to helping patients recover.

aarose

Indeed it is a beautiful place however it is the worst place to have your loved one. My father was in this so called "nursing care center" for less than a week and it was such an unpleasant stay. My father's medication were never right and when we asked about it they said there was nothing they could do about it. We were fortunate enough to have my mother stay with him during that time and that in itself was a blessing, if not my father would of been up for a worst experience. The nurses have no bedside manners and the doctor is hardly ever there. If you have a choice please be ware they will not fulfill their responsibilities. It is sad to know we are paying for our loved ones to be in a place where they are to be cared for and unfortunately this place does not give it to them.

Sad daughter in-law

HIGHLY DISSAPPOINTED….UNACCEPTABLE! It's a beautiful facility, but don’t let that fool you….I WOULDN’T recommend this place to anyone!! It turned out to be a TERRIBLE experience during a very difficult time. It broke my heart when my mother –in law told me that she felt like she was in jail/prison!!! Sadly, she would probably receive much better care if she was in jail/prison!! She laid in the bed with no one checking on her for hours! She pressed the call button several times within a 2-3 hour span to ask for assistance to use the restroom. Unfortunately, she could no longer wait and soiled herself and was very embarrassed as you could imagine! This has happened numerous of times!!! She also pressed the call button to request water and average wait time was an hour or more…usually more! L Most of the staff are lazy, they only care about their paycheck…definitely no compassion for the patient’s! Most of the time, you just see the RN’s and CNA’s sitting or standing at the desk talking and laughing. When the complaints are brought to the supervisor’s attention, the response is “we are short staffed” or “I’ll look into it and get back to you”. She was place on a low Sodium diet by the physician and has been served food that is highly salty and when brought to someone’s attention, they apologize and tell her maybe the next meal will be better and walked off. WHAT????!!!!!! Her meal should have been replaced with a LOW SODIUM meal!!! Watch over your loved ones carefully if you choose this place. I pray that the service will improve for the current and future residents.

Nicole M

My mother had surgery. She went to Sorrento. The therapy was amazing! She was so happy.

Happydaughter12

Initial it was a bumpy ride for my dad, grant it the hospital sent him on on a Friday night. Once the weekend came and went Monday it was all great from there. The therapy is outstanding. The building is beautiful and big. I think they could use more help with the nurses. When I had a issue the managers helped me every time. I hope we don't have to return to a rehab but if necessary we would go back to Sorrento.

Rodriguez Family

My father was recommended by to go to Sorrento for skilled services. therapy and wound care. He came in on a wheelchair and wound vac. After 3 weeks of outstanding care, therapy, and wound care he left home walking and had no wound vac. The staff always smiled and were pleasant. Not only is this a beautiful facility but their care and therapy is top rated. I would recommend this facility and would bring my father back should he ever need future skilled care services.

Sodisappointed

It's pretty, but turned out to be an overall terrible experience during a very difficult time. I toured the facility prior to my mother being released from the hospital and transferred to Sorrento. There was a DEFINITE difference in the the information I was given on tour and what the experience actually turned out to be. Be careful of the 'sale'. Once my mother was under their care the tables were turned. I called and left messages every day for two weeks and no calls were ever returned. After coming from the hospital it took five days until all of her medications were available to her. She laid in the bed with no one checking on her for hours. The staff does not communicate.No one has answers and it's always someone else department,. Just because you speak to someone doesn't' mean anything is going to get done. i even waited in the lobby waiting to meet with people that never made time to discuss issues. Watch over your loved ones carefully if you choose this place.

Virginia M

A million Thank you's to Sorrento. My mother Consuelo stayed here for a short time, we were pleased with the nurses, wellmed workers, among the people that served excellently are Jim, Salvador, Melissa, Ruby, Dr. Maden, Anna Ford, Jim and Salvador you sure know how to speak kind lively words to your patients. I will always remember you all! I Thank God for you!

unhappygranddaughter

If I could rate this place a zero I would! No family wants to put a loved one into a nursing or rehab facility but when searching for the perfect place DO NOT let this place fool you. The service is horrible from multiple departments. Nursing: very lazy: they would hide call buttons so residents were unable to call, they take FOREVER to do everything (get a blanket, call the doctor, call the ambulance)! Most of the time you'll just see the nurses sitting at the desk talking and laughing. Food: sorry to the cooks but not good, Half the time we would have to bring my grandpa food so he would eat. The dietician never showed up; so the meal options were never given, so then they would just chose for him. Doctors: the doctors that are supposed to make rounds to check up on the patients frequently never come! The entire time my grandpa was at this facility he saw the doctor once and this probably only happened because we had been calling and calling. Manager/ Head admin.: very rude and disrespectful. They don't follow the "handbook" that they will re-address and redirect to you so many times! Even some of the working staff will tell you how unhappy they are as well. I have never written a bad review before, but with this place definitely has made it necessary. I wish so much that I could somehow help the people that have to stay at this place. I could continue on for days with how disappointed I was with this facility! -Unhappy Granddaughter

Pursuit of Fairness and Justice

Run Run Run do not send your loved ones here. RN's and CNA's are incredibly rude and not knowledgeable. You ask people here simple questions and you are met with rolled eyes and unwillingness to do their jobs. I am disgusted and appalled that a facility which looks lovely houses some of the worst staff I've ever come in contact with. RUN RUN RUN unless you like dealing with unnecessary drama, being stressed out, and worried about your loved ones care.

Horrible Horrible

Huge Facade, NO RN on premises over the weekend, Only 2-4 CNAs on premises evenings & wkds, 1 for overnight, Residents will sit in briefs 8-12 hrs,, daily, meals are always late usually 6 hrs apart, hardship on 70 & over. Front ofc and therapist don't care. Lots of Lip service from supervisors

nowingsforsorrento

My father has been in Sorrento for physical therapy due to a stroke. This place is beautiful, but understaffed and with it being understaffed it means that the people staying there have to wait for help sometimes as long as forty minutes. That makes for a big problem or an embarrassing moment when it is about the bathroom. The buzzers never stop and that alone can make the person ill. No one tells anyone what is going on and no one has answers to questions. You are always in the dark as to what is going to take place any given day when asked. Upper Management does not follow though with what is told to you and even though food likes and dislikes and can't have things are taken for information it is always gotten wrong and not followed. Therefor many times there is not much to eat when that isn't done correctly. (Grilled Cheese Sandwich) There are some staff aids and nurses that are GREAT Mondo, Sara, Jennifer, Melody and one other that is ready to be an RN with several other degrees, but I can't remember his name (He is not from here at all). All this is so sad when a love one is older and very well could be close to the end of ones life. For sure it is not comforting for ones family member's to have to deal with on top of so many other things that have to be taken care of at the same time. I realize that older people take more time to help and to understand some of the things going on, but there is no reason that the staff should be in the dark of things and that they have to take care of so many at one time. Please take the time make things better and a happier place for all staying there.

woodfoe

My mother went there for for physical therapy because she had surgery and needed to regain her ability to walk again. The facility is new and has very attractive amenities but don't get fooled. The staff is aloof and callus. The nurses don't know enough to care for your loved one and think they are the doctors. Management won't do anything about your concerns and the response time when you call for help is atrocious. The other day I clocked 8 minutes and still no one came, I had to go outside and flag someone down. On another incident I asked a nurse for someone to come because my mother had to go the the bathroom and no one came, yet they turned her light off. This facility is horribly understaffed and the employees are low quality personal who management can get away with paying low wages. I would not recommend this facility to anyone.

Anonymous105982350

My mother went into the nursing home of Sorrento for three weeks. It was very nice. The rehabilitation team was very excellent. They got her up and moving. I would recommend it.