My sister, Donna, recently had a hip replacement at New England Baptist Hospital, following the advice of an aftercare coordinator at NEBH, she chose to have her rehabilitation at the Coolidge House in Brookline, she was there for 10 days.
The care she received was inconsistent at best. The therapies, physical and occupational were excellent. The helpfulness of the staff, the cleanliness of the rooms and the quality of the food was acceptable, but marginal, most of the time.
Unfortunately there were many unpleasant incidents and issues that arose during Donna's stay: To start, most of the rooms are too small for two patients to maneuver around each other. Donna had to use the bathroom in the hallway when she had a roommate. It was difficult for her to walk the forty plus feet to get there, and it was often unclean. Donna had an epidermal for her surgery, so the residual numbness, combined with the diuretics she was given to control the swelling, caused her to make frequent and sometimes unsuccessful trips to the bathroom, which was very distressful and embarrassing for her. Donna had requested a private room, but was told none were available.
The overnight staff often didn't respond to calls for 20 to 30 minutes, and more than once, not at all. One of those nights Donna was in terrible pain, so she walked the considerable distance, (approx. 200 feet), to the Nurses Station to request pain medication. The CNA she spoke with, ignored her, left the desk and didn't return. She attempted to sleep on the on the couch in the common room, after several hours a Nurse found her on the coach and led her to an empty room. Donna was in such pain she asked that a doctor be called, if only to prescribe a different pain medication, she was told the doctors didn't like being disturbed on the weekend, but they would call her doctor the next morning, (Monday),.. Her doctor did come, around 12:00 noon, the next day, and a pain specialist was called in to manage her pain and adjust her medications. The family and Donna were pleased with the outcome, as was I, but, I personally do not praise people for doing their jobs and I question why she had to suffer such distress and indignities for an entire night.
On another occasion, she was awaken in the middle of night by a CNA screaming at a patient who had soiled herself, Donna got out of bed, confronted the CNA, was screamed at as well, told to mind her business and go back to her room.
At the Coolidge House Donna had to use her cell phone, because the phone in her room didn't work. One day her cell phone went missing for several hours, we tracked it, with the ring tone, to a locked storage room.
On the day of her discharge she was forced to wear pajamas home, because her street clothes, two pairs of pants and two tops, were gone from the dresser in her room.
In my opinion, the Coolidge House is not up to par as a Rehabilitation Facility. Donna is 60 years old, has all of her mental faculties and will resume her active lifestyle when she has fully recovered from the hip replacement. She needed quality medical and physical care and what she received was far less than she deserved. Thankfully, Donna has a family, we were able to intervene, and did, when she was too sick to speak for herself. After all of our complaints, Donna said the staff attended her, resentfully, and didn't speak to her unless it was absolutely necessary.
It is a shame that those we trust with the well being of those we love, can't always be trusted. Remember it when you are in the position of choosing a place to care for someone you love. It is not easy, I know, because I have done it with both of my parents.
Be aware of what is going on and be there when ever you can to keep these folks on their toes.