Highlands Lake Center

Constantly changing the rules or guidelines to adhere to their way of life or to what makes them feel best at ease. However it's not the same policy that corporate carries on file for their facility. They don't have it together at all.

My ninety-one year old father stayed at Highlands Lake Center for seven weeks from mid-December 2015 to the end of January 2016 recovering from serious injuries to his leg (hip) and arm. My dad transferred to the facility after having surgery at Lakeland Regional Medical Center. When my dad arrived, he was unable to even move in the bed without nursing assistance. By the time he left the facility seven weeks later, my dad was walking normally using a walker only to ensure that he did not loose his balance. He continues to improve daily and soon expects to no longer need the walker at all. I was at Highlands Lake Center at all hours of the day and night visiting my father. I usually arrived unannounced. The nursing staff was of the highest quality and very kind to my dad. My dad repeatedly said that the quality of the care he was receiving was excellent. The facility was always spotlessly clean. The staff was so nice to my dad and to all the patients that I talked with during the many hours that I spent there. The physical therapy department is first rate. My dad had physical therapy every day except Sunday and the improvements he made were dramatic. The physical therapists constantly pushed my dad to improve and that encouragement made a real positive difference in my dad's recovery. Based on my dad's experience there, I highly recommend Highlands Lake Center.

I am unhappy with the quality of care at this facility. Although I have encountered a few (very few) workers that are friendly and caring, the rest treated my family member with a high level of contemptible indifference. One gets the impression that some of these workers are only there to satisfy some type of mandatory work program and seem resentful of having to be there. The place is clean, and that is about the extent of my praise. I have been in the facility and pressed the call button for assistance, and it took nearly 45 minutes for a response, although during that time, we had workers hanging outside the door laughing and making fun of one poor patient that was having a bad night. It was disgusting to know that these people found humor in the suffering of their elderly and sick patients. I would advise any prospective clients of this place to perhaps speak with relatives of patients, if you see any. Perhaps we are the only one experiencing this low level of care, but I doubt it.

The facility is clean and pleasant. The staff seem engaged. The facility has an active rehabilitation program. My mother was undergoing physical rehab following an extensive hospital stay. The facility encourages family participation in all aspects of care. I was able to take meals with my mother and observe the staff working with other patients during meal time. I was pleasantly surprised by the patience and genuine concern the staff had for the other residents. There were residents with various stages of mental impairment, confusion, and similar behaviors. The facility had a non-intrusive security system to prevent residents who were prone to wandering. I didn't see the use of restraints on any of the residents. Safety was a concern and the staff seemed to provide it with respect for the residents. The nursing director was readily available to answer any questions as well as the physical therapy staff. Overall I found the experience, as did my mother, to be rewarding. While we are both hopeful she will not have to return, we both agree if the need arises, we would choose this facility again.