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Heather Hill Inc

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Chardon, OH

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Chardon, OH

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Chardon, OH

University Hospitals Extended Care Campus

Chardon, OH
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Heather Hill Inc
Heather Hill Inc
(44 Reviews)
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12340 Bass Lake Rd Chardon, OH 44024
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Consumer Feedback

(44 Reviews)
Service
3.5 star average for Service
Environment
4 star average for Environment
Expertise
3 star average for Expertise
Staff
4 star average for Staff
Recommended
3 star average for Recommended
Value
3 star average for Value
On June 19, 2017 I entered Heather Hill Rehab in Chardon, Ohio after a Spinal Fusion surgery. I had 35 staples in my back. On June 22, 2017 very late at night I needed help going to the bathroom. I had a private room with my own bathroom. I was told I needed to have someone near me so I didn't fall. I push the call button and asked for help. My door opened up and way down at the end of the hall Two African American women were there. One was very tall and big and her co worker was shorter. The Taller woman came into my room. I had pulled myself up to sit up on the side of my bed and she came toward me, cupped me into her arms, lifted me up in the air and air dropped me over my bed. Her co-worker said come on Ruby we have things to do and so she left. I was terrorized because I had 35 staples in my back fresh from back surgery. My nurse came in and I told her what happened and she said well you're not her patient and I said whoa if I'm not her patient why did she come into my room and you don't treat patients like that. She never took me to the bathroom. Than even later I was meeting with the Admissions Director and told her what happened and all she did was cock her head at an angle and never said a word. I said is that it? You cock your head and don't say a word one way or another. What is going on in this place. Not my nurse or the admissions director asked how are you, let's check your back. There was no concern for me at all. There was no mention of writing up an incident report which I had no idea you could do that. I called my husband and told him what happened and that he had to get me out of that place immediately. So by luck the next morning by noon I was out of that horrid place. Please don't go there. It was so horrible.
by unstoppable xxx.xxx.229.87
October 27, 2017
My mom has been here and no one answers the phones when you call. She asks for her laundry after a week and still cant get it. She asks for them to get her things from storage and still no help after 3 days. The only way things get done is if you put a call into the nursing director.
by Crystal Gierman xxx.xxx.136.74
April 11, 2017
Our family had my father stay there for a short time. We thought it was still a University Hospital facility, it is not, it is now privately owned. Our uncle was at the Heather Hill Facility for a number of years back in the 90's . The place has changed drastically. It is disgustingly filthy, and the way people are treated is not humane. We were appalled by the way the patients are treated and the outlandish lying and hurtful behavior by the people who worked there. On many occasions we would here the staff yelling and swearing at the residents.
These people have dementia and should be cared for in a friendly and caring manner. Not frightened by the the Nurse and aids who are suppose to be helping them.
People are left in there rooms and not fed meals. The nurse an aides sit at the dining room chair feeding themselves while they were suppose to be feeding my father. Went in the morning, when leaving told the Nurse my father had soiled his diaper and needed changed. When we came to visit later that evening we found my father's diaper had not been changed and his clothing now drenched in urine. He had bruises on his head. Was told he fell. He was in a wheel chair, and the bruising did not make any sense.
The place is filthy. When we were taken on a tour of the facility, by the Director Nancy Tenney, one of her selling points was each room has it's own shower. We later found that they do not use the showers in the rooms. Every resident is showered in " the shower room". Men and women, and have seen a couple of people taken in there at once. My sister had a look into the room. It was filthy. The staff also takes residents into that room to toilet them, even if someone else is in the shower. My father had dementia but still was able to talk to us, we were horrified by the way he told us he was showered. He told us when we were not there, they did not get him for his meals an he was left hungry. My father was assigned a doctor at Heather Hill. He was taken off all the medication his doctor had him on for years, and put on medication. After we had him removed, he was put back on his regular medication.
A relative in the family is a nurse at Cleveland Clinic. We asked her to come to the facility. She couldn't believe what she saw. She said we need to remove my father from Heather Hill immediately. He was over medicated, not being fed properly, he had lost weight, he was filthy, his
room was filthy. She made her visit at night, some patients were screaming. One woman was yelling help me, please help me, over and over. Being a nurse she went to her room because of the distress in her voice.. she was lying in her own urine, her clothing was wet and she her whole room smelled from urine and feces. She went to another room were a woman was screaming, same thing, but her bedding was soaked and she was undressed and laying on the floor. people were walking around with their pants visually wet. The staff did nothing, there were three girls sitting at the nurses station laughing and texting. My family had seen that on many occasions. The staff just sitting around texting and talking among themselves when we arrived and when we left hours later. We took our father out of there. Being at Heather Hill was the most distressing situation my father and our family had ever been in.

I only gave this review a star because it would not accept the review without giving it at least one star.
by Barb and Family xxx.xxx.3.153
October 16, 2016
If it was possible to give 0 stars, I would. First off, I am a nurse, so I know my complaints are not outlandish. UH used to own this place, which gave it specific policies to follow to make it more accountable to its patients. Because it is now privatized, they do not have these policies and it has led to terrible patient care. Background info: my 90-year old grandmother took a fall, developed pneumonia and a UTI. After stabilizing in a hospital, she was sent here to undergo rehab to get her strength back. Despite being stable, she was still quite confused.
There were several blatant safety violations that put the patient at risk. These are violations of the most simple and widespread policies and standards of practice. The first night she was there, we came into the room and she was sliding halfway out of her bed. The lights were completely off in the room, the bed wheels were not locked, and the call light was not in reach. Blatant safety violation, especially in a confused older adult. Next, the nurses aides would come in and out of the room without using the hand sanitizer, even after cleaning my grandmother up after an incontinence episode. Wash in, wash out is a basic standard of care. After that, the nurses aides cleaned her up after an incontinence episode and tried putting the same dirty depends back on her. My grandmother would be left alone in her room all day, sitting in the same position in her wheelchair, putting her at increased risk for pressure ulcers. Had she developed an ulcer, this could have been considered criminal neglect. After a week and a half's stay, I was tidying up her bathroom (because no one else had) and saw that there was only 1 toothbrush in the bathroom. This was a problem because my grandma shared her room with another patient. The toothbrush was on a shelf labeled "B" for the other patient's side of the room. I asked the aide if she had brushed my grandmother's teeth at all since she had been there. She said yes. I asked her to point to the toothbrush she had used. She pointed to the room mate's tooth brush. I told her that this was her room mate's toothbrush and she quickly changed her tune, saying that there was another toothbrush there earlier in the morning and that physical therapy probably took it. I asked physical therapy if they took it, and they didn't. They brushed my grandmother's teeth with her room mate's tooth brush for over a week because they didn't want to bother to put another toothbrush in her room.
The physician taking care of my grandmother never actually examined her- he called all the shots from looking at her chart online. This is not desirable, especially if the nursing staff is as poor as it was and probably not charting adequately.
These are only a few of the many issues we faced here. We met frequently with Social Work to file grievances. After a week and a half of not meeting with the doctor and getting absolutely no information about her plan of care and treatments, we were finally able to set up a team meeting with the nurses, PT, OT, and the doctor. We showed up, and social work had completely forgotten to tell the staff that there was a meeting.
It was a horrible experience. Please, do not let your loved ones stay here. I left each night thinking in my head that they were going to kill my grandma. You expect people in healthcare to treat each patient as they would treat their own family. Apparently this was an unrealistic expectation.
by Appalled xxx.xxx.218.216
February 05, 2015
The place is filthy, the staff all look like convicts, the Dont look you in the eyes and are extremely difficult to get any information out of. Our family member states and it appeared that there was abuse done to them but our concerns fell on deaf ears. I would run away from here fast. If you care about your loved ones fine another place. It's filthy, the staff is creepy and evasive and did I mention it's filthy and abusive? Very upset!!
by None given xxx.xxx.255.6
October 23, 2014
Did the staff at this senior care facility ever take personal phone calls when they were supposed to be helping you?
Their phone rang a lot and it was really annoying
Does the staff at this senior care facility always take that extra step to make you feel special?
Not really, I've never seen them go above and beyond
by Anonymous xxx.xxx.166.219
September 06, 2014
Did the staff at this senior care facility ever take personal phone calls when they were supposed to be helping you?
No, they've never taken personal calls with me
Were you able to get all of your questions answered while you were at this senior care facility?
Yes
Was this senior care facility easy to locate?
Fairly Easy
Would you recommend this senior care facility to others?
I Already Have
Was this senior care facility's staff friendly?
Yes
by Robbie xxx.xxx.58.165
August 12, 2014
Did this senior care facility use current and safe equipment?
Yes
How would you compare this senior care facility to other senior care facilities you have visited?
Fairly Average
Was this senior care facility easy to locate?
Only with clear directions
Did the staff at this senior care facility ever take personal phone calls when they were supposed to be helping you?
No, they've never taken personal calls with me
Was this senior care facility's staff friendly?
Yes
by Don xxx.xxx.82.28
May 11, 2014
Was the wait time for your appointment reasonable once you got to the office?
Absolutely
by Anonymous xxx.xxx.216.115
March 26, 2014
Would you recommend this nursing home to others?
No
Did this provider take time with you at your appointment?
Somewhat
Was this provider helpful about using your insurance coverage?
Yes
by Anonymous xxx.xxx.77.63
March 21, 2014
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Map and Directions
12340 Bass Lake Rd, Chardon, OH 44024