Caring Heart Rehabilitation and Nursing Center

We just transferred my 88 year old family member from this facility two days ago. Overall, the staff was nice and pretty friendly. The place has the potential to be great. However, the quality of care needs improvement, beginning with the nursing home administrator, Simcha Werner. The administrator takes days to respond to a message about concerns. Then when he responds, it is a bit curt, almost as if he is not really interested in your concern. Other concerns: The cardiac monitor for my relative was disconnected for an entire day. Although I spoke with multiple staff members, no one provided an explanation for it. Also, on the day we transferred my relative from the facility, the monitor was not properly secured, so again, for hours there was no reading on the monitor! The unit manager Leon seems knowledgeable but also seems to disappear and not follow up, unless you can catch him. The culture seems to be that staff may not be in their offices, or not answering the telephone when they are in the office, and sometimes you cannot leave a voice message for the person if you do get to their phone line. Maybe they should have walkie talkies, so people can be reached during their shifts. The facility is disrespectful to families, in that they will send only the Social Worker to conduct a Care Consultation, when THEY KNOW it is supposed to be the whole team of care professionals who work with the patient in that meeting. Overall we had a very positive experience with the CNA and nursing staff. However, occasionally, when you ask a question about the patient, the nurse may kindly say, "I didn't have that patient yesterday," as if you don't know she should have done rounding at the start of the shift or that she could say, " Let me go read the patient's chart and I'll get back to you during your visit today with a response." Sometimes, after you visit the facility, you get a survey to complete. At least twice, I mentioned that on the weekends, on the 4th floor the staffing census is not posted. Sometimes, on a Saturday or Sunday the census that is posted may have Thursday or Friday's date on it. The unit manager Malcolm told me he doesn't know how to do it and that the person who does it during the week is not there on the weekends. An accurate posted daily census is a state regulation. So, comments like that from a unit manager are insulting and unacceptable. So, since no change was made with posting the census for the weeks that my relative was there, I'm inferring that not much credence goes into concerns stated in the surveys sent to families or other guests. Finally, my relative has a foot injury, YET Caring Heart transported my relative from their facility to the new facility in a wheelchair that DID NOT have a footplate. Someone from Caring Heart literally lifted her feet into the transport vehicle. When she got to the new location, THE ADMISSIONS officer at the new facility assisted the driver by actually lifting my relative's feet from the ground beginning at the front door to the new room where she resides!!!

Everyone from the front desk to the nurses were all super nice and helpful ... nurse Casandra was super helpful and CNA Anne Marie was amazing ... Miss Stephanie addressed concerns of ours and handled everything very professional

My father Loved the physical Therapists the food was nasty though the main reason for one star is because he was discharged last Friday set home with no cane no walker nothing I know how insurance companies can be but my sister calls to inquire about what’s going on and the social worker. Julie has given her two phone numbers to contact that do not exist. The one phone number was supposed to be for the delivery company and that phone is not even registered it’s a fake number. You could have just said the insurance isn’t Covering a cane or shower seat!!!!! It’s been one week today since he was discharged no cane no shower seat I don’t know what he would do If he was on his own alone he definitely could have fallen by now. Be careful sending a loved one here you’re just a number!!!!!! Another thing about this place they sent medicine to last him the next couple weeks They delivered it at 10 PM at night didn’t even knock on the door to alert us. That medicine could have gotten stolen. You told us it was coming between 5 PM and 7 PM.

Caring heart the name represents the people. There's always a smile that brightens the day even though very busy they always take their time and listen to and address your concerns. The staff are caring and helpful and the therapist are top notch. Removed one star for the food, but I understand when a facility is cooking for a building full of different people you may not like what's provided, but there's other options.

Very kind folks my anxiety would not allow me to get on elevator, the staff was so kind to escort me upstairs, and they were very friendly even when we entered the front door. The rooms can be alittle more updated but they were very kind when we visited I have no complaints. But an update of rooms and offices would help a paint job for The patients that’s coming through there that can be help with a quicker recovery, but the staff was very kind