Patients are neglected. No staff at night. Sanitary in violation.. Food beyond awful. Safety of patients almost none. Staff does not care and often hostile. Rehab extremely Limited. No amenities offered.

Care and communication of patients is unacceptable. Things went from bad to worse. Overall care was mediocre at best, communication between patients and family nonexistent. Understaffed and management who do not seem to care. Final straw was I went to visit my mother on a Sunday and at 12noon she still had not received morning meds or breakfast. There was only one CNA working who seemed to be outside of her mind. There was no supervisor or manager available to explain what was going on. I called the police to investigate and create an incident report and an ambulance to have my mother moved. This place needs to be closed down and management removed. The way they treat their patience is abhorrent and grotesque.

My mother, who has dementia, was at the facility. The nurses and therapists we met were all very nice and the facility is pretty but what matters is the CARE that is received. Communication was non-existent unless you were able to be physically present at all times. Facility management was equally as unresponsive. Therapy was so minimal that it was worthless. They are all about the money - which is fine, if you also offer quality care but the challenge here is that they don't. This facility needs a complete overhaul as it brings down the overall reputation of the other on-Campus facilities - Brightmore and the Terrace at Brightmore.

Food is served cold and in styrofoam. Nurses do not communicate with patient or family. Phone calls are not answered. Phone messages are not returned. Nurses are not intelligent. Head nurse is the worst. PT people are good. Do not bring your loved one here.

Food was not appealing and always served cold. Since there never seemed to be a schedule, the patient never knew when the food would be arriving. The staff members never tried to interact when their patients. Not friendly at all. When the patient needed assistance, their response time was very slow. At least one time, it took someone two hours to respond. Hygiene care was few and far between. Due to the current circumstances, the facility was closed to friends and relatives. After only a few days at the facility, we realized that we had to remove our family member from this health center. We were concerned for the safety and well-being of the patient. Every telephone call we made to our family member was heart breaking. He pleaded with us to get him out and was worried about his safety. He never felt like anyone was there to help him and was just a burden to the staff. I would never recommend this facility to anyone. Our family member told us jail could not be any worse than being there.

This facility has developed a poor reputation and my family member’s experience was consistent with that. Food was not appealing and serving times inconsistent. When patient requested nursing assistance, wait for response generally between 30 minutes and 1 hour. On one occasion, was 2 hours. No communication with immediate family member. Phone messages weren’t returned. Physical therapy and occupational therapy was reliable, friendly and helpful.

Absolute worst experience ever for my dad and our family. Communication was awful. Did not attend to the needs of my dad. Rude staff. Please do not send someone you love there.

I am a relative of a past resident and this is the 2nd worse experience I have ever had with customer care in my entire life (I am almost 60 years old). I called this facility for an entire week during my relative's stay and they had their voicemail box full (no one ever answered). With the current pandemic, this was very disturbing and unsettling since I was not able to visit the facility. I truly was concerned for my relative's safety since she was the only one I could call at the facility who would answer the phone (on the phone in her room). When the phone situation improved (a little), phone messages I left were only returned about 30 percent of the time. I finally spoke to several of the higher level members of their staff and conveyed my concerns but the situation did not improve. It actually took 12 days for my relative to receive cards that were mailed locally to help uplift her spirits. After she left the facility, we were never provided direction on her ongoing physical therapy. We were also provided prescriptions but none of them had the proper codes so we had to do the follow-up with a different place to help us with this. All of that work was always left up to us to handle. While in their care, she noticed her leg was swelling. It took about 5 days to confirm she had a blood clot according to my relative. Thank God it didn't move to her lungs. After 10 days (after discharge), she will finally start receiving physical therapy that should have been ongoing due to potential blots clots and for my relative to heal from her injury. My relative expressed that her level of care appeared to fall off more after we complained about the service of this facility. She specifically mentioned that they were slow in responding to her calls and one time her ice cream melted because she could not get the lid off. There are so many more stories I could share but I think this information should be helpful. When you talk with any staff member of the facility, the speak intelligently and professionally but their actions/follow-through seldom match their promises. I highly recommend that you seek another place to heal your loved one!

Staff either not trained properly or did not care. Never changed my bedding without me asking. Medication never on time and was dispensed by a nurse with zero bedside manner . Staff seemed to always be on break or just could not be found when needed. Towels and wash cloths only provided when asked. So many things no where near a competent facility that I would not put my loved one here nor recommend this facility as a competent rehabilitation center. Do your research as I am not the only one to give a bad review.

A friend of mine recently spent approximately 17 days in the Pavilion at Brightmore. I want to share several concerns of mine and theirs: • No nametags worn or position indicated by anyone who gave medication or injections. They could have been anyone, including someone off the street meaning to do harm. • Medication started at least 3 days after being sent to Pavilion’s pharmacy by the Eye doctor. • Employees, including people who gave out medication or injections, never introduced themselves and seldom-to-never spoke to the patient. • A therapist alerted the patient to a meeting about complaints against the staff. The issue being addressed was little-to-no communication between the staff and the patients. The patient signed the complaint form, listing their 2 major complaints. The response was an immediate visit from an angry employee who had not responded to the patient’s repeated requests during the prior 3 days. • All meals were cold, including a bowl of tomato soup. There would have been no difference between what was given in sullen silence and simply opening and pouring it out of a can. Like you might expect in the prison of a 3rd world country. • At night, there was only 1 male available to take up to 36 patients to the bathroom or attend to their needs- whether male or female. Again, no nametag, identification of role or communication of any kind. This one person was overworked and hostile. • Most all employees coming to the patient’s room had foreign accents, making communication even more difficult. The patient and the staff had to resort to sign language on numerous occasions. • The patient was in the hospital for their operation when shown the list of the rehabilitation hospitals. They chose this one- Pavilion at Brightmore- with no knowledge of it. Later, we discovered it had a 3-star rating (out of 5). This patient will never return there and we will caution others and everyone within our spheres of influence about this place. • If you or a loved one needs the services of a rehabilitation hospital, please consider any other alternative than here.

This facility is quite beautiful and has an outstanding physical and occupational therapy staff..The food is very good and the chef is accommodating of any special needs. However there were some issues I found quite concerning.. I was here for 2 weeks recovering from a transmetatarsal amputation.. Nearly every day of my stay there were errors made in my medications.- this included leaving some meds out , giving meds that were not prescribed , and not gIvins meds in a timely manner. One day they even brought my morning meds twice.. they also failed to set up transportation for one of my drs. appts. They did manage to get me there but only after a lot of stress. In the time I was here , I was only given one shower even though I repeatedly asked for them. If you choose this facility , be prepared to be proactive and diligent in your own care.

My mother was at the Pavilion from April 24th of this year until she passed away on September 11th. I cannot say enough good things about this wonderful staff. They were all patient and caring with my mom and very warm and welcoming to me every visit. My mom's dietary needs were taken into consideration, along with her physical and emotional needs. My mom came in depressed and did not want to participate in events or leave her room. With gentle encouragement and constant medicine monitoring, she became a very happy resident who ate meals with others and participated in activities. A huge thank you to Alex, the Director of Activities there, who knows all the residents and takes a personal interest in their well-being.

My Mom is here after being in ICU for Pneumonia - she has COPD. The staff here is excellent! I can't say enough about the physical, speech and occupational therapists! Most importantly they made my Mom feel comfortable and safe. I'm so grateful we brought her here.

Pavilion Health Center at Brightmore was really lovely and would have been a perfect fit for mom. They had 24-hour nursing care and assisted living side by side. The accommodations were lovely, beautiful, and included a contemporary fireplace, white linen tablecloths in the dining room, was very clean, very spacious, and extremely welcoming. It put me at peace there. They even had a refrigerator in the semi-private rooms for the residents to share, which was a nice touch.

My dad was at Pavilion Health Center at Brightmore for a month. It was wonderful. They had activities, although my father didn’t participate because he was in occupational, speech, and physical therapy five days a week, so he was very busy. It was a wonderful facility with fantastic therapists and great rooms, which were actual, individual rooms instead of just like hospital rooms. It looked like a bedroom with a bed and a nightstand, a wardrobe, drawers, dressers, a mini refrigerator, and a nice bathroom. The bathroom was beautifully tiled. It was really nice. I highly would recommend it. The workers' attitudes were very good. They really cared about the patients and really wanted them to improve. The facility was also very clean; I saw someone cleaning every time I visited. The food was OK. The dining room was a beautiful, huge room. My family had my father’s 84th birthday party there.

My wife was at Pavilion Health Center. It was an OK facility. It was new and clean. The staff has had some turnovers and I would say it was OK, not terrific. Their communication was fair, but sometimes there seem to be some confusion between and among the nursing staff and the physical therapy staff. Their physical therapy was good. The food was fair.

My mother was in the Pavilion. The facility itself was wonderful. We were in a double room, and it was a nice size. Their private rooms were nice and big, and they were bright. Everything was bright and airy. I loved the fact that they had common rooms where they can bring people out. It was new, and that was an added benefit. Their rehab gym was wonderful, and it was huge. They did have the e-stim and vita-stim therapy, which are new and may or may not work on everybody, but the physical therapy was great. One of the housekeeping girls was really sweet, and there were a couple of CNA's and one of the nurses on a daily care basis that were pretty good, and I would recommend them, but one of the CNA's had an attitude. The physical therapists were great, but they were minus a Unit Director, and it seemed there was a continuous change in staff. Some of the CNA's do not watch the patients like they were supposed to.

The Pavilion Health Center is close to my house. The staff has been excellent with my husband. They have very nice rooms, and they have a lot of activities. They play cards and bingo, and they have bible study. Through Christmas, they have a lot of entertainment with people coming in playing Christmas music. The dining room is nice. The whole place is new, and it is a nice place to be. It is decorated nicely, and the food is reasonable.