Manor Care Health Services - Spokane

HUGE CHEERS to the newest director and cooks at Manor Care Rehab Center! As some of you recall, I wrote a scathing review of their food. I am here to tell you, I have personally now witnessed the amazing upgrades they have made on a pretty consistent basis. Not knowing my husband would have to return there, (but he did this week) they have followed through with their obviously true concern for my complaints and she says she's not done yet! I am elated for all the residents, including my husband. Being there means something in life is really sad and hard. One joy we all have is food and I am so deeply happy this director gets it and cares! Hot, healthier and more appealing meals! Thank you! Thank you! It's the love! Now I would challenge all skilled nursing facilities to follow their example!!!

I was admitted to this facility for rehab. My experience was awful. There were some great aids but they were so understaffed that it took forever to get help. They would walk by my room say they would be there in a minute but they never were. One aid actually told me to stop calling for something--I wasn't the only person on the ward. It got to the point where I hated to push the call button. I would feel guilty and apologetic. I almost fell several times trying to help myself because I didn't want to bother anyone. The very worst thing that happened was when I came back from rehab one day and there was some half naked man in my bed!!! No one seemed to take it seriously. I made them change the bedding but I think that something further should have been done. I don't know how long he was in my room or what he touched. I felt very violated. After all this I developed a severe UTI. I was in terrible pain and was given different pain medications. I had a terrible reaction and ended up very very ill. My family kept telling the staff there was something very wrong but they didn't listen and I ended up in the hospital almost dead. My family thinks we should sue but I don't want to do that. However, I refuse to pay the money they keep billing me for. This is my experience and I would never recommend this facility. I would feel better if they would clear out my bill. It would a lot less than a lawsuit.

My mom had two separate stays at Manor Care, one in spring 2014 and the last at the end of 2014 after bariatric surgery. Very different experiences and the last resulted in my mom being hospitalized for severe UTI, kidney failure, MRSA, and dehydration. There is a very different quality of care for individuals who are there for short-term care like physical rehabilitation and those that are there for illness and long-term. My mom fell a couple of weeks after her arrival and bruised her face pretty severely. All tests and exams requested after that were for that injury and that injury alone. During the course of her stay, her thyroid medication needed adjustment and she became infected with another UTI. All requests for tests were requested by me. Communication between staff and therapists is poor. Therapists don't seem to be aware of patient conditions because they don't read notes. Input of orders or changes to orders is slow. The kitchen has zero clue how to feed bariatric patients and actually refused to give my mom food when requested. I had to contact their administrator to deal with the problem because the nurse was unable to get the kitchen to cooperate. After my mom was admitted to the hospital, I was not informed of any ability to hold her bed and received no paperwork to the effect. In addition, they declined to take my mom back from the hospital. Their reasoning was she was still a fall risk and was nearing the end of her 100 days covered under Medicare and were concerned that if she was not well enough to return home at the end of that 100 days, I would basically dump her on their doorstep. They never bothered to contact anyone at the hospital or me to find out her condition or what she had been admitted for. Social workers from the hospital attempted several times to let them know she was not a fall risk and did not need a special room near the nurses station. This was repeatedly stated by the administrator as the reason they could not take her back. I want to say the majority of people working there are good, hard-working people doing the best they can with limited resources and minimal staffing. It is a systematic breakdown of communication and fear of liability that seems to drive their day-to-day operations. Unless you have an advocate and you are there for strictly physical rehab (and it's for a short stay), I would not recommend placing your loved one in this facility.

I have had several family members and friends in this facility over the past 2 or 3 years. Care is adequate/good if you are there on a temporary basis and will be going home. Once it's determined that it is going to be long term care, it didn't feel as good. All people I personally knew as patients had items lost or damaged and it took months for replacement or repair and only if someone kept after them. Until I commented about it in a care meeting and threatened to move parties to another facility, I could stand at nursing stations for up to 5 minutes before anyone would even acknowledge I was there. That improved somewhat after I discussed it. PT/OT/Speech department staff were wonderful! They were very compassionate, helpful and informative. (Best part of whole experience!) Nursing assistants and lower paid staff were almost always kind and helpful, upper level not always. Billing/insurance issues were frequently a problem, but eventually worked out. Facility did not seem to appreciate or be helpful when outside agencies (hospice, etc.) were requested by outside doctor and family. Contact by the facility to the family seemed haphazard - often found out about problems when I visited and realized patient had an injury, glasses were broken, etc. as opposed to being called about it. Have had several other family members and friends in other facilities and would probably not choose this one again.