LifeHouse

I wish I could give zero stars. This place doesn’t even deserve one star.
Disclaimer: I’m a nurse, so I know a lot about the field and correct patient care. That being said, I’m also aware of how busy staff can get and that urgency is not always possible. I consider myself pretty qualified to fairly review skilled nursing facilities like this one.
I went to visit my friend’s mom, who was transferred here for rehabilitation after spinal surgery. From the outside and in the lobby, the place looks decent — new-​ish paint job, manicured lawn, polished lobby floor, etc. Once you pass through the lobby, the nice appearances end. Inside the hallways and patient rooms, the place is pretty run-​down. Walls are scuffed, carpet is fraying in some spots, etc. However, looks aren’t what really matters in these facilities — it’s the quality of care (or lack thereof) that is my main concern.
Two and a half hours of visiting/​helping my friend’s mom went by, and not a single caregiver came in to check on her at any point during that time. I was concerned that nobody appeared to be doing regular checks on a woman who isn’t supposed to even get out of bed without her back brace on. I ended up putting the brace on for her and helping her to get out of bed and move around a bit during our visit. The only time anyone came in at all was when her boyfriend complained about the lack of care during the previous night and two «case managers» came in to grovel and guarantee that she would be receiving «top-​notch care» from that point on.
An hour after the schmoozing, my friend’s mom had to use the restroom. She pressed her call light and I took note of the time — 4:25pm. At 4:45pm, someone finally came in — a man who told us he was her charge nurse — and said he would get a caregiver to assist her. The next face we saw was someone who did not introduce herself, but turned off the call light and said she would be right back with help. At 5:15pm, my friend’s mom was desperate and I was fed up, so I helped her put on her brace and assisted her to the restroom. At 5:30pm, once the patient was safely and comfortably back in bed, my blood pressure spiked and I completely lost my cool.
I ended up speaking/​yelling at eight different staff members, seven of whom responded with «I’ll go get someone.» I heard all of the standard lame excuses, from «the caregivers are in a staff meeting» to «that was so-and-so’s job» to «they’ll be there in five minutes.» I heard two different patients agree with me as I yelled, one of whom approached me in between bursts of rage and told me that he had just called the omsbudsman the day before to report the terrible care he receives. I witnessed another patient zoom up to the nurse’s station in her motorized wheelchair and begin her own yelling about lack of care. After an hour of me going completely berserk, a caregiver finally walked in and helped my friend’s mom. I stormed out absolutely livid. No administration was in the building, according to the staff. There was no number to call. Patients were basically SOL.
My friend’s mom ended up transferring to a much better facility the next morning. I will be following up to make sure the proper licensing organizations are notified of the incredibly disturbing care level I witnessed. As someone in the healthcare field who works with seniors and is constantly asked for recommendations of Skilled Nursing Facilites, I have made it my own personal mission to make sure that no one I know — not even my worst enemy — is ever sent to Lifehouse.