Sandy Lake Rehabilitation and Care Center

The list of concerns I have about this facility could easily be much longer, but I’ll focus on the most significant issues. My sister and I initially contacted this facility to inquire about scheduling a tour for our mother. After explaining our purpose, we were told that we would need to speak with the admissions representative, Erika. After a lengthy hold, we were finally connected with her and informed that we could tour the facility, but it would need to be before 3:30 p.m. because she does not handle admissions-related matters after that time. I assumed tours and admissions discussions would be available during normal business hours, but that did not appear to be the case. When we arrived, we were given a tour by Patricia ("Patty"), who was extremely knowledgeable, professional, and helpful. However, we were under the impression that we would also need to meet with Erika to discuss admissions-related questions. Despite that expectation, we never actually met with her. When we later called back to arrange a meeting with Erika, the interaction left us feeling as though we were an inconvenience rather than prospective clients seeking information about care for a loved one. Her attitude came across as dismissive and uninterested. Several weeks later, I am very grateful that we ultimately chose not to pursue placement at this facility. As we continued our research—both online and through conversations with others—we became increasingly concerned about the overall culture and management of the facility. While I cannot definitively state that discrimination occurred, my family left with the impression that we were not treated with the same level of interest or respect that other prospective residents and families might receive. As a mixed-race family, we value inclusivity and believe every resident deserves compassionate, professional care regardless of background. Unfortunately, our experience did not inspire confidence that our concerns or our mother's needs would be taken seriously. Edited to Add I later called to find out who the facility administrator was and was informed that the administrator is Rhonda. I intended to request a conversation regarding my concerns, but when I explained why I wanted her name, the employee I spoke with laughed and responded, “Good luck with that,” before disconnecting the call. Needless to say, this interaction only reinforced my concerns about the facility’s professionalism and leadership. Additionally, through community groups and social media discussions, I have encountered multiple comments suggesting that complaints and concerns are not always addressed appropriately by management. While I cannot personally verify those claims, they are consistent with the experience I had while attempting to communicate with the facility. Another concern is the facility’s social media presence. The majority of posts appear to focus on staff events and employee activities, with very little content highlighting resident care, engagement, or quality of life. While recognizing staff achievements is important, families researching long-term care facilities are often looking for evidence that residents are actively involved, supported, and valued within the community. Overall, based on our experience and subsequent research, I believe our family made the right decision in choosing not to move forward with this facility.

Substandard Care & Neglect – PROCEED WITH CAUTION: I would not recommend Sandy Lake Rehabilitation and Care Center to anyone looking for a safe, attentive, and clean environment for their loved one. During our visits at this facility, we experienced several major issues regarding the quality of care. Understaffing: There is a severe lack of nursing staff, which directly impacts response times. Call lights are routinely ignored for [1 hour / 2 hours / etc.], leaving residents waiting for basic assistance to the point our loved one became soiled in the bed. We arrived and found them wet; with the only explanation given that there was 1 CNA to all the patients on the hall. Which was not understandable since there were Nurses present as well who were not engaging in any patient care when we arrived. Professionalism: This facility lacks any kind of professionalism in the manner it speaks to its residents and their families. All across the board from the Receptionist, Staff, DON etc. Your concerns may not be their concerns and they have no issues making you aware of it. Often dismissing concerns you address with them; not addressing their staff with concerns that have been brought up. Often making it seem as if the staff makes no mistakes, which is not possible, not with what I witnessed while visiting. Hygiene and Cleanliness: The living conditions are subpar. Rooms and bathrooms were frequently left uncleaned, and [specify e.g., soiled linens, trash] were not cleared in a timely manner. Dining tables were soiled with food, and barely wiped down after meals were given. My loved one was taken out of bed in my presence with out proper hygiene given like brushing their teeth, washing their face or even combing their hair. I had to step in and do these things instead. Meals: The meals given are the same exact items every week; food is bland with no salt. They do give the option to order a few things off the regular menu ex. hot dogs, grilled cheese sandwich but for someone who is disabled this can be a task for a loved one. Where do they even request these forms? Meal time often runs late with residents waiting more than an hour to be brought out of their rooms to the dining hall due to understaffing. Safety: I witnessed numerous arguments between residents with no supervision from staff in the dining area to where these disagreements turned into physical assaults between them. I encountered this more than twice during my visits. Medical Care and Medication: The medical staff lacks communication and oversight. We experienced missed medication doses, unreturned phone calls from the DON or managers on site. Staff lacked communication on what patients can and can't do on their own, and what needs they individually have. As if there is no briefing or meeting for shifts when they change over. Failing to report falls or injuries to the management team, family or state. Dignity and Respect: Staff interactions with our loved one often felt rushed or dismissive. Almost as if they were being annoyed at the fact that our loved one needed assistance. My family member was left in bed all day without being offered assistance to the bathroom or dining room. Families deserve peace of mind that their loved ones are in good hands. Laundry: Our loved ones NEW clothing began to disappear with no reason given, often seeing other residents with their clothes on. Physical Therapy: My loved one never received any type of physical therapy during their stay. They came in being able to walk with assistance, now they are wheel chair bound due to no movement during the day, other than the back and forth between the bed and wheel chair. Occupational Therapy: never once happened either on any of our visits, as my loved one suffered a stroke which impaired their speech. Unfortunately, this facility prioritizes profit over patient care. I strongly urge you to look elsewhere or thoroughly check their state inspection records before making a decision. You do not want to make the same mistake we made.