1 Star User Review
Truly am disappointed in this facility. The Main Staff seems to care about the appearance of the facility more than the care of the patients. Patients are not the top priority for the Head Staff members, other than spending funds on renovating the facility…when it did not need it. They don't spend the funds on patient care, staff, and /or activities. The workers (I hear) have not received a pay increase in up to 5 years, making the staff not having the best possible attitudes. Many of the Staff members push inquiries on their co-workers. Some tell you to talk to Social Services and you ask where they are and are told (on a weekday)….oh, they are not here today. Medical care is at the bottom of the barrel when patient care for the elderly. Some of the food is dry, hard, cold, and not edible. They serve dry hamburgers, plain rice, dry noodles, and tough dry meat. Many patients don't have teeth and have a hard time swallowing foods. Condiments are hard to come by. Now they use disposable dishes wish has to be expensive to use. I have seen residents that are so medicated that they don't know who they are. It is very common to see patients sleeping with their heads drooping downwards….when they probably could of used a nap, instead for being forced to go to an activity. Certain units of the facility….you can walk down the hallway and see lights on for Patients requesting assistance and they don't get answer for long periods of time. The facility has meetings with head staff members/family members and don't always follow thru with what has been discussed in the meetings. Although some departments do a good job and not all is bad, as there are some staff members that are excellent. Look at the pricey upgrades to the lobby/hallways and the new exercise room….all for show! How often is it really utilized? I would think this home would want to make people happy….not depressed! Please Villa Rancho Bernardo….start treating these patients as if you really cared! Treat them like you would like to be treated.
Replies to This Review
We agree in large part with what has been written here. During the first 100 days my loved one was at the facility, she received almost excellent care from the junior staff. I suspect that was because there were 3 forms of insurance covering the costs. Now that she is in "long-term care" on the second floor, "consistent" good care is a thing of the past. Since an ombudsman has become involved, we're being urged to move to another facility - not only by head nurse but also by her doctor. 'Though her doctor at the facility came highly recommended, his first questions, "Why do you want her to be kept alive? Does it make you feel good?" should have been an indicator. It's probably better to be dead than be cared for in this facility. The focus is saving money - like withholding ointments and creams to protect body parts, using wheat bread vs. whole wheat and over-working the staff (many punch-out for their breaks and go back to work in order to give patients care). Little things like providing residents with water but no cups and not assisting others who are unable to pour or hold a cup is common. Patients who are left slumpted over is common - except for when a family member is visiting. The patient is not the important element in this facility, it is profit! Remember, the old saying applies here. "All that glitters is not gold".
Updated information to comments and concerns.
Lobby was renovated after 25 years (1987). Probably long over due. Glad most think it has an expensive look, but really, just Home Depot, Costco and Lowes.
90% of Nursing staff received a wage increase in April 2012.
65% of State Licensing reports are facility generated,ie, facility self reports to Department of Health situations that may be regulatory issues and require their oversight.
Patient safety is a major concern for the facility, not only from an effort to reduce patient pain and suffering as a result of an accident, but from an increase difficulty and expense in caring for an injured resident liability, regulatory, marketing/occupancy, and from the personal negative inpact it has on all of the the patient's caregivers.
As you can tell, I work at the facility. But I also had my mother and aunt as patients of this facility, and gained a certain insight into the family members experience. My goal to to take that experience and make the facility a better place for all.
I've found what you say to be in large part true. Much of the staff is caring but the few who are not stand out like sore thumbs. The fact that there are many caring staff members who have worked there more than five years and have never been given a pay-raise is part of the reason for staff turn-over.
As to walking patients, the rehab section is more afraid of being sued if a patient were to fall than anything else.
It's best to visit often BUT not at predictable times. The more time you spend with your loved one, the better care they seem to receive. One thing this and all like facilities seem to be afraid of is a negative report to state licensing. (The state takes time to investigate but, it is one way to get results when you see something being done that is not safe.)
Having visited and heard from others about worse places, this is a bright, cheerful and relatively clean facility.
If your intent is to have your family member well cared for, I've found that the administration is responsive to specific complaints. It may take a while to get things done the way you want but, in the end as is in most cases in life, "The squeeky wheel gets the grease".
This is after all a "For Profit" institution and keeping costs down and ratings high are the focus.