Sutton Hill Center North Andover, MA

My relative is at Sutton Hill Center. He has only been there for only two weeks. However, for a dinner meal, he indicated fresh-cut strawberries because he is diabetic, and they had given him a piece of cake with strawberries. I read the receipt and I went to the front desk, and they were laughing. I said, 'Listen. This receipt clearly states fresh-cut strawberries, and you gave him a strawberry cake. He has diabetes.' They mixed things up down there and they were laughing. I said, 'I don't think this is funny. The person has a condition, and he cannot eat cake. He is taking insulin four times a day.' And then one of the girls, she goes downstairs, she takes the receipt, and she is like, 'Sorry. They're out of strawberries.' Are you serious? I'll give them very bad reviews at this point, but we had only two weeks of experience there. When the nurse came to inject insulin, she just injected him, and then neglected him. I said he doesn't want to eat because he's depressed and he was crying, and she's like, 'Well, he has to eat,' and then she leaves. They had terrible, terrible food. What they gave my relative for dinner was a piece of sausage, two broccoli flowers, 10 French fries, and a small piece of bread, and that was his dinner, and it was 5:00. I said to the girls, 'This is it? He doesn't eat until tomorrow at 8 a.m.?' It's terrible. The facility was clean. My relative was in a single room, which was OK. But now, they moved him with someone else, so he is not alone anymore. The rooms are OK. They have activities. They have an area where they can go, but the problem with him is that he cannot walk. I don't know if they help them to go downstairs and socialize and it doesn't seem to be the case. But when we go to visit him, we make sure we bring him downstairs. They have an area there for people to socialize, they have the dining room, and they have a little garden at the back. The facility is decent if they can utilize it. But I don't think that is the case for him.

I am finally writing in regards to the Nursing home on Suttton Hill in North Andover. First of all, there was always a shortage of help. Secondly the administrator was filled with excuses on everything. The aids were sleeping at the end of the halls while lights were buzzing. DO NOT BRING YOUR LOVED ONES HERE! The rooms were ok and the cleanliness was ok but the Staff were lazy and there were only certain things that a nurse could do and certain things that an aide can do. I found my mom many times WET because she rang the buzzer and no one came until she was wet and then I would go and alert them to this. My mom died at this Nursing home, and it was undefined that it was due to COVID. Do I need to tell you anything further? Visit the place at night and you will see the care and how you find the residence abandon. It's AWFUL! The FOOD is HORRIBLE! There is always a new cook. The turnover in this place is also awful. The rehab side was clean and their kitchen is updated but the other areas were dirty and not updated. There were no amenities, the hairdresser was always sick. I could go on and on and when was the doctor in? maybe once a week if that. Just a HORRENDOUS experience!

My uncle was a patient at this facility. He was sent there for rehab after a hospital stay with the intention of it becoming a long term care stay. Instead, against the advice of the hospital, his home care team, his primary care physician and his family, he was released to home. He was sent home, nearly 50 miles in an uber that he was forced to pay for, with his belongings and a key to his house. No services were available to him the first day, no food in his house and no one bothered to inspect the house to see if it was safe for him to return home. This resulted in a return to the hospital 24 hours after h is discharge. This facility was told many times it was unsafe for my uncle to go home. After the "doctor" at the facility, who met my uncle briefly, made the determination that he would be fine to return home. Not only would I not recommend this facility for someone I love, I wouldn't recommend it for some I couldn't stand. They clearly do not have the patients best interest at heart, but are willing to line their pockets on the misery of others. Please, if you have a loved one, run away from this facility.

I truly wish I could give 0 stars. There are a few good employees here, but they are overshadowed by poor management and a corporate structure that has zero compassion. It is all about the dollars. My mother was there for over 6 years. In that time frame we had to fight on everything. We had to fight them to simply get her out of bed to sit or do PT (they were content otherwise to leave her in bed all day). We had to fight to get them to leave her bed rails on since that is the only way she can adjust herself (they wanted to remove them). We had to fight to get people to return our calls. We had to fight for a standard of care. We had to fight since on one occasion they had her committed (when she wasn't mentally ill - she had a severe infection that was causing hallucinations). We had to fight to have them allow her electric wheelchair (which they tried to deem a "fire hazard". As she came to the end of her life, we were hoping for the dignity and respect she deserved. Even though she had a DNR/DNH order, they still sent her to the hospital, TWICE, during the last month. When she returned the 2nd time, we had placed her under hospice care. Before the hospice nurse came on board, she suffered for 16 hours in pain and they never contacted her provider to ask them to change/up the medication. I'll reiterate - they left a dying woman in pain for 16 hours!!! I can go on and on, but the icing on the cake is when my sister tried to visit her (on her last day being alive) and it was such a production that they told her she would need an escort into the room. They even considered moving her to another room though she was on hospice. It has now taken over 2 days just for them to process the death certificate. And all this time, even after being a 6+ year resident, we never even received a condolence call from anybody at Sutton. Only once, on my second call trying to arrange picking up her belongings, did one of the staff offer condolences. This place is corporate. They will not answer questions over the phone . They are more concerned about legal than the care of their patients. There is ZERO compassion. I would not wish this on my worst enemy. They should make their management put their own family here to see the quality of care. There were some great nurses. There were some great aides. None of them stayed long enough and all of them were more afraid of management than doing the right thing. My mother lived a great life giving everything to others. She deserved more in her last days than this. I will never forgive them. Don't place your loved ones here if you truly care about them. I only wish I had known sooner.