The skilled nursing / rehab unit with 55 beds at Epoch Senior Health is located on the 2nd floor of this building at 353 Blackstone Blvd, Providence, RI, and is separately operated from the Assisted Living apartments located on other floors in the same building. This review is for the 2nd Floor Skilled Nursing / Rehab unit only - as our Mom has lived in Assisted Living for several years, and overall, has had a good experience there. Our family's review for the 2nd Floor Skilled Nursing / Rehab unit is as follows: This is the worst nursing home / rehab experience either our 89 year old mother or our family has ever had. The nurses are short when our family asks for an update - bordering on extremely rude and dismissive, even though we've only called or asked in person 3 or 4 times over the past 10 days - it's not like we are bombarding them with questions or concerns. We just got off the phone with mother's nurse who was short and rude when asked about a status update on Mom's care, and who said she didn't know, (how can the nurse not know what's going on with her patient?); claimed she didn't know what assisted living floor my mother lived on before she came to the 2nd floor for short term rehab - in the same building - did not know the Assisted Living Wellness Director's name, or who she was, (this is the nurse in charge at Assisted Living) did not know the status of my mother's care from her Epoch-appointed 2nd floor physician (who is in charge of her care while in rehab, and who we have tried repeatedly to contact over the past several weeks, and who does not return any calls, or address any medical concerns or family requests regarding our 89 year old mother's care.) This Dr.'s lack of communication and serious neglect of one of our mom's major medical concerns that sent her to the ER in the first place is unacceptable by anyone's standards. The second floor nurses who care for mom, as well as the staff from Assisted Living, have made it quite clear that the 2nd floor Skilled Nursing/Rehab Unit is operated and run separately from the Assisted Living business. This separation is obvious, and the lack of concern we've received from the 2nd floor nursing staff has been appalling. We are shocked and dismayed that Mom was lying on a pillow that had a 2 foot rip in in the pillow case the first night we went to visit her - meaning she was lying on an uncovered plastic pillow after being released from the local hospital for IV infection treatments. And, that mother had been left sitting in a wheelchair with no pillows or padding for several hours, without any clothes on from the waist up - she was left holding a johnny to her chest - but had bare shoulders showing with no other clothes or blankets on. How on earth could anyone leave an 89year old sitting alone in a room with no clothes on from the waist up, for hours on end? By the time we arrived, Mom was shaking she was so cold and scared - and she said she felt abandoned. Mom has also stated repeatedly that no one will push her into the dining room for her meals - so she is alone and isolated in her room all day long with no activity or help other than her once a day physical therapy, three meals, and daily sponge bath, again, feeling abandoned by the staff. Between the Nurse's horribly rude, bad attitudes, the Physician in Charge's lack of response to our mom's potentially life-threatening medical questions and concerns (we have gotten nothing from her other than a cold shoulder - she hasn't answered one of our phone calls, or, any of the nurses request for information - and we are told that this is common behavior from this Dr. who is in charge of the inpatient care - it's not like Mom's primary care doctor can intervene - because the inpatients are directly under the Facility Dr's care.) As a result of the staff's lack of response to our family's infrequent and simple medical and treatment questions, and their treatment of mother, I do NOT recommend this facility to anyone for any reason. Epoch USED TO BE one of the best rehab facilities in the state - but not any more. It is poorly run, appears to be understaffed, with rude and dismissive nurses who are expert at finger-pointing, by telling our family that they expressly blame the Dr. for not responding to the family, or to them, instead of working with us to solve the problem. These same nurses have not provided any help or assistance when we have asked three times to change Dr.'s, or, care for some of mom's other healthcare issues, that have been blatantly neglected for nearly two weeks - because either the Dr., or the Nurses, won't address our concerns regarding Mom's care. Do yourself, your family, and your loved one, a huge favor, and avoid the 2nd Floor Skilled Nursing / Rehab unit at this Epoch facility at all costs.
We are deeply sorry that your mother and family had such a negative experience with our Nursing/Rehab unit. We recently spoke with your family about this situation, and we agree that the lack of communication is unacceptable. We have met with all 2nd Floor Nursing/Rehab staff to get to the core of this matter. We are examining the process, the communication, and the people involved and will take appropriate action. We appreciate your forthright criticism and we will do better. We have worked for more than a decade to deliver outstanding, compassionate care for vulnerable seniors in Providence. Our most sincere apologies to your mother and family. We hope we can earn your trust again in the future.