During the second week of August at approximately 11:00 a.m., a mystery shop tour was conducted at…read moreCenter for Elders Independence in El Sobrante. Overall, the facility was clean and welcoming, and the tour guide was professional and knowledgeable. It did take some time to receive a return call, but once contacted, scheduling the tour was easy.
The front desk was a mixed experience. The young woman on the left was friendly, pleasant, and welcoming. However, the staff member introduced as Alicia, the transportation coordinator, was observed eating at the front desk, wearing what appeared to be unprofessional attire, and had no visible name badge. She was also on a personal-sounding phone conversation. Regardless of whether it was lunchtime, eating and having personal conversations at the reception desk does not present the professional image expected when this is the first area families and visitors see.
The Day Center was clean, organized, and smelled fresh. Patients appeared comfortable and happy, although no activities were taking place during the tour. This may have simply been due to the time of the visit. The facility has several positive features, including an on-site clinic, adequate staffing, a full kitchen, and areas for rehabilitation and exercise.
A few improvements could make the experience stronger. A visible calendar of activities and events at the front desk would be helpful for patients and families. The front desk should also maintain a consistently professional appearance, including appropriate attire, visible name badges, and no eating in the reception area. It would also have been helpful for the tour guide to introduce us to a few patients and employees so we could hear firsthand about their experiences.
Overall, the facility has many positive qualities, particularly its cleanliness, services, and professional tour guide. However, the front-desk presentation was concerning and could negatively affect a family's first impression. Addressing these issues and doing more to highlight patient activities and engagement would improve the overall experience.
Rating: 3 out of 5 stars