Harker Heights Nursing & Rehabilitation

Part 2 Jai post These residents are human beings who deserve compassion, respect, professional care, and understanding. They should not be treated differently because they require assistance with daily living activities or suffer from cognitive conditions. My mother is a loving, respectful person who simply has a medical condition that requires professional care and support. The quality of care within any facility begins with leadership. When management demonstrates a commitment to resident well-being, that attitude is reflected throughout the staff. Unfortunately, based on my observations and experiences, there appears to be a serious lack of accountability regarding resident care, cleanliness, personal property management, and overall quality of life. I could continue listing additional concerns and negative experiences, but there is simply not enough space to address them all. My purpose in writing this letter is to advocate not only for my mother but also for every resident who deserves to be treated with dignity, respect, and proper care. I respectfully request a thorough review of these concerns, including the missing inventory records, missing personal belongings, sanitation issues, hygiene practices, and the overall quality of care being provided within the MCU unit. Another concern I would like to address is the noticeable difference between the main building/Rehabilitation Unit and the Memory Care Unit. The main building appears clean, well-maintained, and full of activities for the residents. The patients there seem to receive more attention and engagement from staff. In contrast, the Memory Care Unit does not reflect the same level of cleanliness, care, or involvement. It is difficult to understand why there is such a significant difference between the two areas. Every resident, regardless of their medical condition or cognitive status, deserves the same level of respect, attention, dignity, and quality of care. Residents in the Memory Care Unit should not receive a lower standard of care simply because they require additional assistance and specialized support.

I would like to begin by saying that when you first visit this facility, everything appears beautifully maintained and welcoming. Unfortunately, once a patient is admitted, the atmosphere is completely different. My mother was admitted to the MCU on May 11, 2026. For the first week, our family was unable to visit her while she adjusted to her new environment. Since then, I have repeatedly reported to various staff members the strong and unpleasant odor throughout that specific unit. The odor is noticeable immediately upon entering the area. In addition, my mother's room often appears dirty and unclean. The toilet consistently has a strong urine odor, and the overall cleanliness of the room is concerning. Another major concern involves my mother's personal belongings. All of her clothing and personal items were labeled with identification tags bearing her name prior to admission. Despite this, a significant amount of her clothing and personal items have gone missing. On May 12, 2026, I received an Admission Agreement by email. The agreement stated that I was required to sign an inventory form listing my mother's personal belongings at the time of admission. However, no inventory form was provided to me during the admission process on May 11. The day after admission, I contacted a staff member regarding this issue. She informed me that she would go to my mother's room, create an inventory list, and place it in my mother's file. I specifically requested a copy of this inventory so I could verify that all items brought for my mother had been documented properly. Today is June 14, 2026, and I have yet to receive that inventory list. As a result, there is no accurate record available to account for the numerous personal belongings that are now missing. I have also encountered situations where my mother was left wet with urine and sitting in feces. This is unacceptable and deeply upsetting to witness. Furthermore, I have observed residents sleeping in common areas in positions that appear extremely uncomfortable and unsafe, with parts of their bodies nearly touching the floor. Many residents also appear to have strong odors consistent with soiled clothing or dirty diapers. I have received conflicting information from staff regarding resident hygiene practices. One CNA informed me that residents are not showered daily and that if a resident refuses a shower, no alternative efforts are made. Other staff members have stated that residents are bathed every other day. Regardless of the policy, proper hygiene and resident dignity should be a priority.

I wanted to keep my mother close to home, the staff started out being real nice but then not so nice. The establishment is ok, I didn’t like the fact if your loved one have a accident in their bed, if they’re delivering food to the patients your loved one is out of lucky, they will have to lay in it until all of the food is delivered. This was unacceptable. Seeing my mother laying there of course I was very upset, a couple of nurses did change my mom right away and I thanked them for that. The staff member Champagne was very disrespectful and I don’t see how she work with people how are you going word for word with a family member who see their loved one laying there in such array. My mom was a resident of this establishment for 16 days until she passed, the hurtful thing is I was there every single day I’ve seen these people everyday some of them speak to you and some of them don’t surprisingly it’s been 2 months today since she passed and no one from there have sent their condolences, prayers or reached out to see how the family is doing. I guess to them she was just another person that came and didn’t make it. The most helpful person there that really seemed to care was Koko she was absolutely great there were a couple of other nurses as well but I didn’t get their names. Everyone have different experiences mine wasn’t so great. My advice to y’all check on people you might just make someone’s day. Y’all seem like y’all don’t care.

I have been waiting almost 3 days to get a shower been promised I could get one each time and they forget to get me Im on oxygen one on the wheelchair I'm forced to use to get around the floor when I went to physical therapy they changed the bottle and it turns on it went immediately to empty they changed it twice both times it went to empty and they never put a good bottle on for me Every meal I have had has been cool almost cold I bad for coffee a couple time by the time I get it it's usually cool tonight about 3 hours ago p just went to find out about it and found out the cafeteria was Bruce that means I won't get one tonight The medication the doctor want to take I get it very sporadically I know I'm on the end of the hallway they sound like I am forgotten most of the time I would not send my worst enemy to this place

On her first day at the facility, she was left alone for hours without pain medication or assistance to the bathroom, despite being fresh out of surgery. The situation became so severe that she had to call 911 herself and was transported back to the hospital because her pain was uncontrolled and she was not receiving proper care. After returning to the facility, staff mishandled her surgical leg multiple times while assisting her. Her leg was dropped on more than one occasion, causing significant pain and fear during an already vulnerable recovery process. She ultimately left the facility because she no longer felt safe there. We recently learned that she now requires an additional surgery related to complications following these incidents. I understand healthcare environments can be busy, but post-operative patients deserve safe, attentive, and compassionate care. I would strongly encourage families to carefully research and advocate closely for their loved ones before choosing this facility.