Hanover Health & Rehabilitation Center

Reviews 3

SU

Susan Hall

I spent 3 weeks in this place after a having surgery for a severely broken leg. It was AWFUL. The food was awful. If you didt go to the dining room to eat, the meals were hit or miss. I was not comfortable sitting in a wheelchair for long periods of time due to my severe injury. So, I elected to have my meals in my room. On one occasion, they didnt bring my roommate her dinner until I asked about it. Normally, dinner is served around 5:30 or 6:00. It as after 7:00PM before she received her dinner. The breakfast arrived COLD every day! And it didnt matter what it was. I found this odd being I had been told the meals were delivered on a heated cart. They claimed to offer alternatives to the daily offerings. But, if you didnt specifically ask about it, it was hit or miss as to what you were going to get for a meal. I try very hard to stay on a balanced diet. But, a balanced meal was not to be found. I complained to the person in charge and was promised things would get better. But in my 3 weeks there, it never happened. I had friends and family bring me food from the outside the meals were so bad. They claim to have "special diets" available for example a "heart healthy diet". This involved giving one whatever was being served that day that did not present a "heart issue". Not a separate meal. Just took away from the days offering. Somehow the center physician put on my record that I had Congenital Heart Failure (CHF). He never questioned me as to whether or not I had a heart condition. He just put it on my chart. It was explained to me after I had left the center that it was because I was on a diuretic. I do not, nor have I ever been diagnosed with CHF. I have been through extensive heart testing before surgeries and have never been told that I have this condition. The care with the exception of a couple of CNA (Certified Nursing Assistants) was minimal at best. I had an infected incision and the nursing staff was instructed to change the dressing nightly. I had to throw a fit to get anyone to change the dressing. And, anytime I would ask for help I was greeted with the comment "This is not a hospital." When I did get someone to change the dressing , they used "non-sterile gauze sponges". These were little 4-x4 inch gauze pads that came in a stack of 200. Once the package opened, they were exposed to the air. Exposed to germs. One was only allowed to shower twice a week (unless that was part of ones occupational therapy). The rest of the time, it was sink baths. To get someone to answer a call bell was a impossible. It could take up to 20 minutes to get someone to respond. And if one called to get assistance for a "call of nature", forget it. One might as well "mess on ones self". The pairing of roommates in this facility had no rhyme or reason. The only thing I can figure is they put people where ever they had a bed. My first roommate had multiple family members in the room at all times of the day. This included unattended children running in and out of the room and the mother yelling at the kids to behave. This went on for a good part of the day. At no time did staff do anything to stop the noise. My getting any rest was out of the question. After eventually getting moved to another room, I did get maybe 2 days of rest as for the time I did not have a roommate. When they finally did assign a new roommate, they put a 93-year-old pre-if-not dementia patient in the room with me. For several days we had "climate control issues". She was always freezing and I was always sweating. She slept under blankets and I was sleeping with ice packs to keep cool. And that was only part of the problems. After a third attempt, they did find a good match. The only positive thing I can say about this place was the physical therapy staff. Although my sessions did not last very long because of my lack of stamina, the physical therapy I received did help put me on the road to recovery. The physical therapy staff were very good. That is only reason I gave the one star.

ME

Melissa Taylor

My mother was here for a month. My family and I chose this place mainly on the Medicare rating it received. The therapists and nurses were absolutely wonderful. I was there daily to visit my mother so I saw a lot of interaction going on during various times of the day. I have no complaints about the nurses or therapists at all. Unfortunately, thats where my satisfaction of this place stops. The business office was a complete nightmare for my family and I. They never returned any of the multiple phone calls and messages we left. It seems whomever is in charge, was rarely available. To outright disregard a families continuous requests for communication in this kind of business is extremely unacceptable. We also had some major miscommunication about medicines, the so-called family meetings for updates I was told we would get when we first went to check this place out, discharge procedures and insurance issues on Hanovers end. Hanover also tried to keep my mother there a week longer after they realized they never scheduled a discharge meeting in time for her release date. They tried to tell us her therapists wanted an extra week with her. I know this to not be true as I spoke to her therapists and they even gave her her graduation certificate of completion before the office told us they wanted another week! My mother has a secondary insurance policy, its obvious they just wanted more money and time since they didnt do their job of getting her discharged by her original release date.We did not keep her there for another week. When we spoke to our elderly care lawyer about this, he informed us we definitely did the right thing by taking her out, it was obvious to him they just wanted more money from her secondary insurance. I filled out a complaint form and wrote on it that I expect a phone call from the main lady in charge. No surprise, I never received a call. I guess I should have expected that since her staff is only as good as their leader. I find it quite comical that in another review a family member was complaining about the lack of communication as well and then their response was to call Hanover to talk about her experience. Are you kidding me??? Why the heck would she call you when you NEVER responded before???!!! It seems they obviously are only trying to save face since a Google review can be quite damaging to a business. So incredibly unprofessional! I hope my review will make anyone reading it realize there are many other choices out there to choose from for care, I would not recommend this place after what we had to deal with on the business office end. Spend your money somewhere else!

JO

Jody Cobb

I didnt want to give this place one star but it wouldnt give me the option to give no stars. My mom was in this place for about a month and if I hadnt of went to see her on that Sunday when I did she would be dead by now. I live in North Carolina so it is not that easy for me to get there to see her often. But I was there 3 weeks ago and she was thriving. I had trouble getting her on her cell phone this past week and when I did get in touch with her she was really confuse. I called the third shift nurse because she was the only one I was able to get in contact with to voice my concerns and she hadnt a clue that my mom was confused but she did tell me that she had c-diff. Ok why didnt anyone call and let her family know that she was sick?? Then I called the nurse the next night because I was concerned she was getting dehydrated. So what do they do? Give her one bag of fluids the next day. By the time I was able to get to Virginia to see her on that Sunday she was on her death bed. I gave her a bed bath so I could try to perk her up a little and take her outside. What I found nobody child should have to find their parent in that condition. She had stool all over her and her bed! I mean really. She is there to be taken rehab and to be cared for in her time of need, not to be left in the bed neglected. Well me, my brother and sister took her outside for a couple of hours and she talked very little to us, just wanted to go back in and lie down. She has a urostomy, so I kept an eye on her urine output in her bag all day and she was not putting out any urine. When I voiced my concerns to her nurse her remark was "well shes not drinking anything. And I said ok, and what she is taking in is running right back out of her in diarrhea form. I told her nurse she was dehydrated and her nurse said "well she did drink a boost today and she is on IV fluids. Ha ha, the empty IV bag hanging in her room was dated for 2 days earlier. They gave her one 1000ml bag of fluids after I called with concerns of her getting dehydrated. I mean really? Then the nurse came in and hung a 500ml bag of IV fluids running at probably KVO rate. What the hell is that gonna do! She has put out no urine all day, I changed 2 diarrhea diapers and they hang 500mls of IV fluids. So since the nurse didnt want to send my mom to the hospital when she needed to go I called 911 and had her sent there myself, trying to save her life because if I hadnt of sent her to the er I dont think she had 24 hours left to live and those nurses there were oblivious to what was going on with her. I would not send my dog to that place!