Manor Care Health Services

We had an elderly member here for several periods of time over the last 4 years. When it was for short term rehabilitation care, the care seemed fairly good. When eventually we had to decide that they would no longer be coming home, the care seemed to be of less quality. The aides and a few of the staff were quite nice, but some of the nursing staff seemed distant and not interested in communicating with us. It was not at all uncommon to stand at the nursing station for 5 minutes, while staff sat behind the counter, and never be acknowledged by them. We had a pair of glasses broken and hearing aides lost several times. Eventually I filed for replacement/reimbursement for broken/lost hearing aides and the process took several months. We had to go ahead and pay out of pocket for them and wait another month or so for reimbursement. When our family member's out-of-the-building doctor recommended we have hospice come in and work with them, the facility's physician ignored the request for about a month. When I asked about this several times, I was told there was no need to bring hospice in" as the facility had their own "care support group. I finally called hospice on my own and we had their service for less than a week before he passed away. The doctor at the facility was talking in the lobby one day about how he didn't know we wanted hospice to come in and thought the family was going to call them....he didn't realize I was in the next room and heard all the conversation along with a number of people in the lobby. On a very positive note, the physical and occupational staff in the rehab area were top notch, very helpful, caring and compassionate. I can not say enough great things about them!!!! Some of the NAC's were absolutely wonderful and a few of the nurses and a social worker were good. I think it is important that family members make a concerted effort to visit their family member frequently, at various times during the day and strive to get to know the staff as it really seems to help if you have built a connection with them, taken them small gifts, etc.

Manor Care has been wonderful. They have been so nice to my mom who has dementia. The place is very very clean. The staff seem to love what they do. One staff member brought in a curling iron and has done my mom's hair several times a week because she loves to do it. They have a wonderful menu that can be personalized with no problem. The staff will listen and take notes about my moms special needs and are always on top of things. She has activities she is taken to and PT and OT every day. I can find out her schedule and info. easily and every one is very helpful. Mom is bathed regularly and has had no soars or health issues at all. It has been a wonderful experience. They have a top notch staff.

I was a patient at Manor Care in Spokane WA for one month and four days for a broken pelvis. The rehab and nursing staff were wonderful,. However, several items were stolen from a room I shared with a roommate and there were others there who had valuable items like clothing, computer tablets and cell phones taken. We were never reimbursed for our missing items nor were others we heard from. In fact we had to replace them at our own cost.
Their security at night was very poor. They do not have set visiting hours and one night I was awakened by a strange man who came into my room. He did not identify himself, nor did he wear an ID badge. Later I was told he was a night nurse from the long term care section, but there were always late night visitors wondering the halls after we residents were put to bed, people with no ID or uniforms. I did not feel safe at night from then on until I left.
To make matters worse the elderly lady in the room with me screamed for help all night and I had to call the nurses for her because she was unable to figure out how to use her call button, so I got no sleep at all. When I asked to be moved to another room Manor Care administration refused.
At the end of my stay we were billed several thousand dollars which was not covered by Medicare or our private insurance and when we tried to make monthly payments with Manor Care for the payments we could afford they said if we could not pay off the entire balance within 3-4 months we would be turned over to collection., That was impossible of course since we were are on Social Security. So we have faithfully paid our agreed upon monthly payments to this collection agency that Manor Care uses who has been taking it out of our bank account each month and not crediting it to our account at Manor Care. Now we have paid $500.00 that Manor Care tells us is the collection company's fee. Not only was the collection company they used rude, the balance they say we owe and our billing statements from Manor Care are not reflecting the payments we agreed to make to finish paying this bill This has affected our formerly good credit so we are filing a complaint with our state insurance commissioner's office, and seeking the advice of an attorney. I would hands down say despite their wonderful nursing and rehab staff, I would not ever recommend this place to anyone based upon their security issues, and inept business practices which we believe have been uncooperative and unfair both on the part of Manor Care and their collection agency, one who says we owe $500.00 more than the other. So it looks like to us despite having our bank account payments deducted every month on time they are keeping two sets of books, because according to the different statements we are getting the left hand does not know what the right hand is doing literally. We are wondering how many others this has happened to
While their nursing and rehab staff were great, for all the above reasons I would give them a very poor rating and would never recommend putting your loved ones there.