Sante of Surprise

familymember109

We picked this facility as it was close to our family members home allowing easier access to visit, as well as friends and neighbors recommended them. This facility is really only a short term care rehab facility - they only want patients for two to three weeks (aka - Medicare covers in full the first 20 days.). If you family member needs real therapy look elsewhere. Our family member received minimal care the first two weeks and was quarantined to his room due to COVID - however note - they have not used their rehab room in a year (too much of a hassle to schedule and clean due to COVID regulations. How do you get patients to improve, when you can only work with them in their room? Our family member suffered multiple falls, while staff were present. Weekends were the worst, limited staff, and our family regressed every weekend, losing any progress they had made during the stay. Due to COVID restrictions we could not physically visit the facility, only talk with our family via a phone through an exterior window. When attempting to call and inquire about the patients progress, get updates, discuss concerns, we had to leave multiple messages, that were often not returned for two to three days. If you have money, and only a minor rehab issue, I am sure your experience will be different.

Caringmomanddaughter

Family member there now. I have a POA but cant get calls back or updates. Everyone I speak to seems very upset to be asked any questions. I am trying to get enough information to set up the care necessary for when the patient is released but can’t get the proper information and they still are not allowing anyone in. I asked for a meeting with myself, the patient, my sister, and the care team to talk about her needs and release and I was told NO!!!! BTW we are all vaccinated and were willing to meet outside! No, to a meeting with the patient, her adult children and the care team!!!! Run don’t walk to another rehab!!! I will never recommend this center and will be filing complaints! BEWARE!!!

Janie a

My husband was very poorly attended to. I stayed all the nights as I found staff to be somewhat lazy. I decided to help them and bathe him. Unreal. His genital are was caked with powder and cream which was never washed off I felt so guilty as I trusted them. I removed him early, PT not good, so called speech therapist told me to not bother helping him, her suggestion was to put him in a group home which meant he would soon die due to loneliness, and no desire to get well. Brought him home he got well, drs were amazed. Only 2 nurses there who cared.

Trixie Webb

My mother has been a resident for about 10 days. My brother and I have called repeatedly to speak with a nurse or doctor concerning her care and no one has had the courtesy to call either one of us back. The reception area staff are extremely rude and unhelpful. I have been there 5 times and Friday, May 8 th the receptionist was the rudest one to date. My mother is a diabetic, but not given a diabetic diet. She was there for one week without a shower or toothbrush. I can go on, but I think anyone reading this will know that without a family member observing the care given to a loved one, there’s no accountability here at Sante. Patients need an advocate for them, especially in this “rehabilitation” facility.

Stephen AKA Breeze

Thank you so much for the kindness-concern-attention and special care received during mothers stay at Sante. The facility is beautiful! The restaurant and coffee plus area offer excellent service, great meals at affordable prices. We enjoyed spending quality time on the patio, listening to the extra large water feature. All employees I noticed were serious, showing attention to detail. My mother speaks fondly of Nurse Caitlyn, and how nice everyone was. It was very comforting knowing she was well cared for. Please share with the rest of staff my sincerest appreciation! With Gratitude, Stephen

Francie G

My dad is once again a patient at Sante of Surprise and I feel blessed to have this place available. The entire staff is caring, knowledgeable, trustworthy and attentive and the food is great! Highly recommend.

Ramirezkat

Nursing staff is poor ..my mother is here now and we stay with her she needs lots of help to the bathroom , therpey lady said she was going to bring a commode and that was two days ago and still nothing ..I push this magic button and no one shows up till 30 min or so . I'm thinking she could be dead and no one would know ...sad to say this is our second time here and with the grace of God there will not be a 3rd...

GuzGomFam

I am sickened by this facility. They are negligent and abusive. My grandfather has been there about 1 week for therapy from a stroke. He came down with the stomach flu but they obviously didn't check his vitals because he had the flu and they still insisted he do treadmill therapy. He even asked them if he could rest instead because he felt ill and they said no. My grandfather is now in the hospital dealing with severe dehydration and possible kidney failure. He was on the road to recovery after battling 2 strokes but they have now cause his condition to worsen.. Because of the strokes, he was paralyzed on one side and therefore needed assistance with the stomach flu. He ended up soiling himself and vomiting on the carpet and this place decided to deal with having the carpets cleaned BEFORE helping clean my grandfather. THESE PEOPLE RUNNING THIS PLACE ARE DISGUSTING. My grandfather was there to recover and receive therapy. Instead he is laying in the hospital fighting for his life.

Ann123

Hind sight is 20:20. I had surgery and ended up not being able to go home directly from the hospital. I had to choose a rehab center from my hospital bed. Based on the information given to me, I choose Sante. Sante has a beautiful facility, a lovely dining room where I could choose the food I wanted, a well stocked bistro, occupational and physical therapy staff who were very helpful, housekeeping staff that cleaned your room daily, a nice library, and a variety of activities for those who wanted to participate. These are all good things, right? The issue I have is the floor care that I received. Many of the staff were caring and helpful but there were some serious gaps. First, I discovered my lanyard used to call staff for assistance was not working. Repairs were made but it never was 100% reliable. That is a problem if you can't reach the wall switches to call for help. I was in considerable pain and needed my pain pills every every four hours. I would have thought the medication could have been delivered accordingly. Wrong! I learned I would have to request the medication and I could not request it until the four hours had elapsed. It was so bad that my daughter came and stayed with me especially at night. I even started documenting how long it took to get the help I needed. One time I asked for my pain medicine and it took two full hours before the nurse came! By that time, I was in so much pain I was crying. One of the administrators came to my room one day to apologize for the situation. I told him the delayed responses was distressing to me not only because of the pain it caused me but that this was interfering with me being able to stay ahead of the pain so healing could be promoted. He checked into the problem and came back to assure me the nursing staff would bring my medication every four hours and I would not have to request it any longer. That sounded good but it only happened once. I finally decided I would need to go home if I was going to get the care I needed. I was told there were certain things that would need to be done such as a favorable evaluation by the physical therapist. After all the requirements were met I was ready to be released. Then I was told their doctor was out of town and would not be able to write a prescription for my medications. I replied that the administrator said I would be given all the meds in my tray, including the pain medicine which was a narcotic. That would be enough to take care of me until my surgeon could order up medications. It was Sunday and that seemed reasonable. The administrator even gave me his personal phone number to use if I had any problems. So, I called and told him the barrier I was facing. He said he would take care of it and soon called back to again apologize. As I was leaving, I saw a car parked in the physicians parking space and it got me to wondering. If the regular doctor was out of town why wasn't there a physician available to get me the prescription that I needed. Surely, someone was on duty. And, given the cost of the pain medicine I was on, I wondered what happened to those pills in my tray. The non-narcotic drug was not as effective but I was able to manage the pain and very happy to be home! MORAL OF THE STORY: Check out facilities yourself BEFORE you need them! Know what resources available in your area.

Caring105527150

Sante of Surprise staff is excellent with excellent services. The therapy is awesome, great, and wonderful. The facility and the room are very clean and nicely furnished. The food is great with a wonderful dining room. They have a bistro that is also very nice. They have different activities going on everyday, arts and crafts, guest speakers, singers, musicians, and jewelry making. They have a front desk, and they only have one entrance; if they go out the alarm sounds.

Robert rod in left leg A

I was at sante from 01/14 /15 TO 01/27 /15 and I will tell you that the entire staff was great. That means administration, nurses, cna's, Dr's , kitchen and custodial and grounds keeping. I would recommend this facility to anyone or anybody in the future.

Sickened!

I am a daughter of a patient. My mother has been to this faciltly twice. I have worked in healthcare since 1998 and have never seem such a horrible facility. I have witnessed medication errors, missed therapy appointments, improper care, and illegal handling of paperwork. We will be filing complaints with AZ nursing board and AZ nursihg home board. Please do not send your loves ones there, as looks are very desieving. Wish I could mark no stars!!

NEW-TO-THIS

I WOULD NOT recommend Sante for rehabilitation. My mother (a senior, as most patients are) came to Sante with a cracked femur. She had titanium pins and a rod surgically inserted during surgery and came to Sante for rehabilitation. The place was recommended and our family was told that accommodations were state-of-the-art. I assumed the care would be equal to that. I was wrong. My mother was assigned one doctor who was rarely on site, and whom I only got a chance to talk to once during the 5 days my mother was here. The pain medication they suggested was chosen because it was the only kind they could regulate at 12 hour intervals. They told me they could not be responsible for seeing to it that my mother would get medication when she needed it and SHE would have to ask for it. To make matters worse, the pain medication they prescribed put her in a such a state that she was not able to make ANY decisions about what she needed or when she needed it. When they asked her how she was doing, she didn't even know. All she was able to do was scream and cry when they tried to move her. Is this pain management? She had to ask to be bathed and it only happened once during her 5-day stay, Additionally, the staff was told numerous times not to roll her onto her side because of her pain but every time a nurse or assistant came in (always a new one) they tried to roll her on her side. Do they not have a way of communicating between each other? Unbelievable. One night nurse, also wanting to roll her onto her side, was in such a hurry to make her rounds that I had to dismiss her so I could CAREFULLY change her bedding myself. Bottom line was that I felt my mother was continually getting worse since her arrival at Sante. I NEVER felt safe to leave my mother's side for even one night, anticipating what the staff might do (or not do) to her in my absence. There were a few staff members who genuinely seemed to care about my mother's care but I only saw them once. One of the physical therapists was wonderful but also commented about how my mother's pain needed to be monitored better because she was unable to do her job. My mother has always been a healthy woman and is not a whiner. Sante has made her and our family feel defeated and less than hopeful about her recovery. We are transferring her to another facility TODAY!

HORRIBLE-PLACE

AVOID THIS PLACE!!!!!!!!! AVOID SANTE!!! Looks are deceiving! If it were possible to give Sante no stars I would have. I was at Sante for two months. I am a 50-year-old nurse who had to enter a rehab facility due to a severe leg injury which confined me to a wheelchair. Because of living alone I was not able to care for myself at the time. It was ~ two weeks before going home that I began to really see the things that were going on at this hell house. Now, there is nothing wrong with my mind -- no dementia, memory issues, etc. -- nor any other health issues. Just this severe leg injury. While you are there, you are encouraged to leave your room & have your meals in the dining room/restaurant; however, with my leg injury & difficulty getting around, I was in my room all the time. When finally able to leave my room, let me tell you I was HORRIFIED by the things I saw. HORRIFIED!!! Patients were rudely treated & the older they were, or if they had some form of dementia, the worse they were treated. There were FOUR DEATHS during the first month I was there. Granted, I do not know WHY they were there, but this is NOT a hospice so you cannot say these people were on their way out anyway. (The majority of patients were knee or hip surgery patients). I was almost one of those patients teetering on the threshold of a permanent check out. Having surgery on my leg, there was concern the incision was becoming infected so the doctor ordered IV antibiotics. On the fifth night of IV treatment, this new nurse came in to hang the IV. After ~ 10 minutes I began to have difficulty breathing. I was having an anaphylactic reaction. An aid came to answer the call light; saw I was in severe distress & flew out of my room for the nurse. She returns, takes a look at the IV bag when this look of horror comes over her face. She stopped the IV, literally ripped the bag off the IVAC & literally ran out of the room. About a minute later, another nurse comes in to assess me. Since I couldn't speak due to my throat closing up, I wrote a note telling her I am having an anaphylactic reaction (life-threatening allergic reaction) to the IV and need to get to the ER & for them to call 911. Long story short, I was told they could not call 911 without an order from the doctor!!! For real? Yeah, folks, for real!!! Isn't 911 for emergencies? and since when is a doctor's order necessary to call 911? So what happened? This nurse hung an IV bag belonging to another patient which contained a medication that I was allergic to!!! This nurse nearly killed me! And what did Sante do about the mishap and the nurse? Absolutely NOTHING!!! Not even an apology! She did NOT get fired nor did she get written up for this deadly mistake!!! Fortunately, I had an Epipen and was able to inject myself and literally saved my own life. The aid kept returning to check on me for the remainder of his shift & repeatedly told me he could not believe how this situation was handled. He also told me that the "talk" going on at the nursing station was about the nurse hanging the wrong IV and how "lucky" it was that she didn't kill me! This aid also stated that after his shift, he was handing in his resignation -- and he did! In another incident, I had a cast on which was getting tighter and tighter by the hour. A different nurse comes in to assess the situation, leaves, only to return with an armful of supplies. He ends up cutting off the top of the cast, then took some cotton and began to "stuff" the cast with it using both a KNIFE and sharp-point SCISSORS to push this cotton into the cast! He cut my leg up so badly that I had to go to the hospital to be treated for all the cuts and a new cast! Unbelievable! Another incident: Following one of my post-op visits with my surgeon, he wrote orders for cast care, wound care, dressing changes & physical therapy. Not ONE of his orders was followed by Sante. When I questioned them about when they were going to start the new orders, they told me, "Oh, your doctor's orders are not in your best interest, so, we are going to follow Sante's protocol for all these areas! Are you kidding? IGNORING YOUR doctor's orders? Yup, folks, they did! Another thing is they go through employees faster than you can blink! Not just the nursing staff, but the staff in the therapy & other departments, too. In the 8 weeks there, only twice did I have the same physical therapist! What is up with that??? These are only a FEW things that happened to me! What about the others? I can go on & on with HORROR stories, but I think you get the picture. I wouldn't send my worst enemy to Sante! So please, folks, spare yourself headaches, but most of all, spare yourself from HEARTACHE, because trust me, you - or your loved one - will NOT be happy there. The ONLY positive thing I can say about Sante is the grounds are beautiful. But let us be realistic -- beauty does NOT care for you!

caring0311313

I was at Sante of Surprise for rehabilitation. Their physical therapy is well-staffed. It is a mixture of certified, masters and doctors of physical therapy. I happened to get one who just came in who had a master's degree, and he was quite good. They also bring in other part-time therapists if they need them. They seem very well-organized. They aren't filled all the time, but they have a capacity of 70. It seemed like they have a lot of administrative staff. Their kitchen and dining facilities are excellent. They were really good.