I was there tonight Friday January 26, 2024 visiting a relative who was placed into hospice care and we weren't happy at all with the care that our loved one received while we were there for 3.5 hours, It's not the family's fault if a nurse is late for her shift or if the day nurse is stuck at work until the next shift nurse shows up that shouldn't stop the care that is given to the residents.
We were disgusted with the actions of a few nurses this evening. Bonnie (7-3) seemed more worried about her cell phone and texting "her manager" instead of patients' needs when a family member approached her at the nurse's station, we got well "I'm busy texting my manager". My aunt was in need of medical attention and Bonnie made it very clear that she was working past her regular shift and that the night nurse was late and that she would have the night nurse (Jane (3-11) tend to the needs of the resident when she comes in. These needs should have been addressed before the day nurse left, no matter if she was working past her scheduled shift or not. Residents should be their number one priority while they are on the clock. If I was a nurse id want to leave for the evening knowing all my patients are taking care of and that nothing is left for the incoming nurse if it can be taken care of prior to me leaving.
We were there from 5pm till approximately 8:30pm and we didn't see the night nurse till almost 6:00pm and when we asked her about tending to our loved ones needs, we got she needed to worry about medications and that she will be in after that and after waiting about an hour we finally went and tracked down another nurse to see if she could help in the meantime and Lisa O didn't even hesitate, she helped our loved one immediately and even checked back in about a half hour later when she advised us on who to notify to file a formal complaint. Rhonda, who was the supervisor, came down from the 5th floor to take care of another issue with our loved one and she also apologized for the nurse's behavior and also told us that we should file a complaint. Our loved one was placed on hospice today or else we would be looking for another facility!!!!!
The Highlands has definitely gone downhill and I would suggest before someone places a loved one in this facility that they tour all the different floors to see how residents are treated by nurses that are supposed to be there for the residents 24 hours a day when family members can't be there, and the family members shouldn't have to worry about their loved one and if they are getting the proper care. I wouldn't want another one of my loved ones at this facility.
I'd like to close this review with expressing our sincere appreciation towards Lisa and Rhonda for taking time away from caring for their residents to help care for our loved one while in the meantime the nurse assigned couldn't be bothered. These two ladies deserve to be recognized in some sort of way. read more