Mineral Springs of North Conway Care and Rehabilitation Center

Lmcamp

My husband was there for almost a week. Just about everything was broken. His bed, tv didn't work. Was initially told bathtub/showers in rooms. Found out there was a "bath room" where all patients bathed. Only permanent residents have full baths. They only allowed one bath a week. When my husband finally was allowed the water was a rusty brown color! The start switch in the tub didn't work unless you continuously held the button in. Electric and water don't mix. Accident waiting to happen. The food was beyond terrible. Serving size enough for a toddler. Staff and patients looked miserable. Never saw one patient smile. My husband had physical therapy, on a broken standard bike for 10-20 min 4-5 days a week. The rest of the time he just sat or laid in his broken bed. He was definitely becoming depressed. I tried calling him (my husband), the phone rang for more than 3 min. never answered. I called 6 times that day. My husband finally called and asked me to get him out of there. Which I did. There was also no infection control, no gloves most of the time. Toilet was clogged. When we left many hours later still clogged. Typical maintenance.

Provider Response

LillianAnn

Our family member was transferred to this facility after a successful hip replacement. The care our family member received within the first 24 hours was extremely poor. After a very long transport ride to the facility, our family member asked numerous times for something to drink within the first 3 hours of their arrival, but no beverage of any kind was brought until meds were dispensed and then it was only enough water to take with the meds. Our family member was supposed to be administered oxygen upon arrival - that didn't happen until the middle of the night when someone on the nursing staff realized our family member needed it. At no time throughout the first night did our family member receive assistance to the bathroom nor did they receive pain medicine or ice for the extreme swelling in their leg. Many things occurred within the first 24 hours that caused us (as a family) to be concerned so we immediately requested (through a case worker at the surgical hospital because we did not receive phone calls back from a staff member at the facility) a transfer from the facility. The director of admin was advised of this and did nothing for another 48 hours - - until we had to contact the case worker again. Things didn't improve until the case worker reached out for the 2nd time. We then had a "conference call" with our family member and two staff members of the facility. After this meeting, our family member did receive better care although there were still things occurring that were alarming - for example: our family member's roommate was found in the bathroom and was apparently very confused about her whereabouts. She was in there for at least 45 minutes - waiting for assistance. This roommate needed assistance moving from a wheelchair to her bed, but was left in her wheelchair until very late into the night - no assistance until someone asked for it. Both instances were witnessed by our family member and a friend of the family. There is a definite breakdown in communication and compassion in this facility. Why would it take over 48 hours for a request to go out to transfer a patient when the surgical hospital case worker requested it on behalf of the family? We're sure it had a lot to do with insurance - which is wrong. Some of the "staff" needs to be replaced ASAP. Training is needed and perhaps some soul searching of those who work in this facility to decide if they really should be working in this type of environment. There are so many patients there who have no voice - no advocate. Just because the dining facility and the foyer look nice doesn't truly depict the type of care that's being provided. The food was "okay". On a positive note - our family member found the physical therapy staff to be very good and accommodating. Some of the nursing staff were good. A letter from the family will be sent to Genesis and hopefully they see this review as well. Until things change for the positive, we highly do not recommend this facility for any type of care.

awlin

Please be very concerned before bringing a loved one to this facility for rehab. After just 12 hours of being here, we knew we had to get her out. Unfortunately it took being there three nights before we could complete the arrangements to move her to another facility. At Mineral Springs, there is a nursing home mentality to rehabilitation after a successful hip replacement. Just because a person is in their eighties, does not mean they are feeble minded and unable to be their own advocate, which is exactly how they treated my family member. Allowing someone to go almost 24 hours without pain relief is unacceptable. There are plenty of wonderful people that work there but there is not enough staff and there is a concerning lack of communication amongst the staff. If you possibly can, avoid this place. If you have no other option, stay there with your loved one as much as possible and advocate for their needs.

Johanna068755

My dad has been in the rehab portion of Mineral Springs of North Conway Care and Rehabilitation Center. Overall, it is very good. The building itself and the staff members are very nice and very pleasant. The dining rooms are very comfortable, and there are places where a resident can go and get out of the room for much of the day if they want to. The physical therapy is great. It is pretty good. Mineral Springs is a comfortable place. The rooms are a little bit small, but my dad does get out of the room when he wants to and go to another location, so he doesn’t have to stay in the room the whole time. I’ve seen the people coming in there and keeping everything clean. He has plenty of closet space.