Complete Care at Brackenville Hockessin, DE

Joanna DiFilippo

My mother passed away in this facility last month after being there since February. Christiana Care discharged her before they were supposed to, and sent her to a facility 20 miles away. In desperation, I swallowed my pride and asked a favor to get her into Complete Care. She was admitted to the Rehab wing with the hopes of getting her strength back so she could return home. She received excellent care on that side from the nurses and aides (especially, Faith, Gabby and Elvis). Unfortunately, because she was uncooperative with rehab and a "disturbance" because of her dementia, she had to be moved to the long-term wing. That wing is WHY I am giving this facility 1 star. With the exception of Scott, (one of her nurses), Daniel and Tiara (two of her aides) and a couple other nurses and aides whose names I can't recall, the care she received in that wing was nothing short of neglectful. There were countless times it would take more than 15 minutes for an aide to answer a call bell. There were countless times my sister or I would have to go looking for someone because the bell was going unanswered. They often times told us to let her just go in her brief because it was easier for them to change that rather than having to get her up to take her into the bathroom. A couple of the aides were very rough. I witnessed this myself on one occasion when two of the aides took her into the bathroom in her wheelchair. I could hear my mother saying they were hurting her and before I could barge in to see what they were doing, they were bringing her back out. They were so rough with getting her back into her wheelchair, they gashed her leg. Of course when confronted, they denied it. There were times my mother would be put in her wheelchair and left for hours until one of us got there and put her back in bed ourselves. There were many times we'd find the aides watching videos on their phones or studying and doing homework during their shift. The night she passed, we were gathered in the dining area and saw one of the aides come out of an office with a pillow and blanket. In the weeks before my mother passed, my sister asked them several times to check to see if my mother had a UTI. Finally, the week before she passed, they decided to do one. We have yet to get the results, even after leaving several messages. They are so grossly understaffed at this facility that they need to use outside agencies for coverage (and we were actually told that). Also, the communication at this facility is seriously lacking because my sister received a call almost a week AFTER my mother passed asking her if we had reached a decision regarding my mother's DNR status! But the action of this facility that shows me the total insensitivity and lack of compassion of some of the staff is when I received a TEXT message from th Director of Nursing (who knows me and my family personally) the day after my mom passed that began with "Good morning" and went on to inform me of her time of death (which was 15 minutes AFTER the nurse on duty called my sister to tell her my mom had passed). Not even a word of condolence. If that's not cold and insensitive, I don't know what is. Is this the way this facility passes on such sensitive information to grieving family members?! In closing, I will give 5 stars to the front desk staff. ALL of them were kind and friendly every time I was there. Maybe you should have them give a lesson in kindness and compassion to some of your staff. JOANNA DIFILIPPO

Julie

Complete Care at Brackenville was smaller, which is good. Its appearance wasn't terrible, but it wasn't great either. I like the location because it's close to my family so that we can bring my mother closer. They have a few private rooms, which we were looking for my mom. They have double rooms with two beds, two closets, and two nightstands. It's sort of like a dorm room or a hospital room sort of situation. It wasn't stellar, but it wasn't dirty. The few staff members that I met were pleasant and nice. We have heard from other people that the care is good there.

Redhead7

Rude and lazy employees who tell patients that" It's not my job" when help is needed. Clients left in soiled diapers for hours. An elderly patient fell in the hall and noone came to help. Requests for food denied. Bedside tables are filthy and not wiped for weeks. Heartless and heartbreaking treatment.

Renee

My mother-in-law ended up in the hospital, then rehab, and they sent her to Brackenville Center and that's where she's staying for now. We visited her through the window. She's been there since the beginning of November. Right now, she's in long-term care. It's in a nice area. We haven't really been able to see her, so we can't really tell much about the conditions, but she seems fine. I only see the front desk person. They call my husband once in a while, not me, but we call there because we're trying to find out when they're gonna allow visits, so we communicate with them often. She's been in several different rooms. Basically, there are two beds in a room. I really can't tell what it looks like through the window, but it's a shared room. There's an area outside that they could go, but I don't know how they get there. We're very limited at this point with Covid. She had rehab in the beginning, but they're not really doing much with her now.

Provider Response

Nursinghome

My mother was there for 5 days and on the 5th day we had had enough. First night there, we asked for a bed with rails since we were concerned that she would fall out of bed. No one knew if there was any or when we could get one; they suggested fall mats which we had to ask for three times and they finally brought just "one". We had to ask to get her out of bed in the morning and had to ask to put her to bed in the p.m. (only once did we not have to ask). She was in the rehab section of the facility and was suppose to receive physical therapy. She only received one session and one more on the day she left and that was just because we had complained. We were there each day - most of the day from morning to night to take care of her. It scares me to think what would have happened if we weren't there. TVs didn't work well - food was awful - And these are just some of the issues we experienced. WOULD NOT RECOMMEND THIS FACILITY AT ALL!

Provider Response

goyoga

Rooms are adequate. Majority of the LPNs that give meds are like robots. They hand out medication as they get there. Poor assessment skills and poor interaction with patients. The aides do not check on or turn change patients in a timely manner. Patients need an advocate to check on them very frequently. There is a handful of staff that do show compassion and they need to hire more caring and better staff. Food is institutional