First, the direct care staff was excellent, overall. My mother's condition improved and she was happy with her day to day interactions. However, my mother had a heart attack in her last week there and died a week later, which had nothing to do with her care and was in no way related to her being at Medical Resort, it just happened.
However, here is where things fell apart and administration demonstrated both lack of abiity to communicate and extreme callousness and insensitivity. First, my elderly father and I had driven our usual 45 miles to visit her the day she had the heart attack, only to find she had been taken to ER over an hour earlier. The resort had my cell number, my father's home number, my sisters cell and home numbers but we received not one call or message, and my mother was alone in ER for nearly 2 hours by the time we were able to arrive.
Next, there was no call or communication from the Resort as the week went on and we were spending 24 hours a day at Presbyterian, and struggling with my mother's rapidly worsening condition. When my sister finally got away to go to the Resort to check on the status of her room, she found they had discharged her, apparently standard practice. Which would have been understandable if they had at least notified us to come get her things. But instead, my sister had to wait for nearly an hour while they went off to some holding facility and retrieved my mother's belongings which had been dumped into garbage bags. Her books were bent and torn, and her toiletries were leaking moisture on her crumpled clothing, and everything was covered with cracker crumbs. One of her nicest and most expensive shirts was missing and has never been found
Yes, my sister and I wrote, called and visited the facility to tell them of my mother's death and to express our dissatisfaction with the way they handled the whole incident have received no response at all. No apology, no "thank you for your feedback, we will be looking into our procedures so we can improve next time, no "sorry to hear of your mother's death". Even huge Presbyterian hospital sent a sympathy card.
So. 0 stars to the facility, 5 stars to the staff. Average…2.5.