The Grand Rehabilitation and Nursing at Queens — Attraction in New York

My grandmother has recovered here from 3 different falls over the past few years, and we have had a mixed experience. Ultimately the convenience of the location and skill of the physical therapy staff brings us back, but I truly wish the overall organization and communication were better.

As I said, the physical therapy is top notch. Big shout out to Darryl (OT) and Diane (PT). The social workers are sweet (shout out to Erik and Mariam), and most of the front desk staff is friendly, too. During COVID, the recreation staff did a great job of FaceTiming with us daily (thank you Leoni!) to help us keep in touch. The facility is clean and comfortable.

The problem is the communication. If you want a full picture on the status of your loved one, you will have to play a never ending game of phone tag with the social worker, nursing, nutritionist, and physical therapy. This will involve several calls to the front desk asking to be transferred and leaving many voicemails until you finally connect. I don't understand why everyone isn't assigned a case manager who can provide comprehensive weekly or every other week updates. In the past Pre-COVID, the communication issues were not as big of an issue because you could walk around and speak to who you needed to.

Here is an example of the disorganization. We consented for my grandmother to receive her COVID vaccine, but no one actually ever told us she received it. I inquired a few times and got an "I"m not sure" run around until finally the incredibly helpful nursing supervisor looked it up and I was informed that yes, she had received it a month before. That could have been a month less of me worrying about her contracting COVID! Another prime example that I left about 2-3 voicemails the week of her discharge trying to find out the details of said discharge. And now how here I am over 2 weeks after her discharge still playing phone tag to try to pick up her belongings, which were were sent into laundry even though they knew she was being discharged soon. Plus, she changed rooms at least 3 times so her possessions including phone charger were scattered. I was told to call when I am ready to pick up, the belongings were finally all located. Yesterday I called to say I could swing by on my way home from work but was told they are in the shed and to call back in an hour. I just feel since it was really the facility's lack of organization it should be more convenient for me to pick them up. I just left a voicemail asking if I can pick up today.

Apart from the disorganization and need for improved communication, there is also a tendency in our experience for this facility to try to push your loved one out before they are truly ready to leave, even if they are still covered under Medicare's 100 days. No one consulted us as to my grandmother's baseline abilities before her fall, so it's interesting how they determine discharge readiness. I was thankfully able to advocate for her to remain another 2 weeks for much needed rehabilitation. I was repeatedly assured by several staff members and the home health care agency they partner with that my grandmother would receive a few weeks of transitional home health care that would taper off, likely 5 days a week in the beginning. She was evaluated once home and told she would receive 3 days a week and for just 2 weeks. After advocating some more, I had that extended for a full month of care, but I do feel I was told what I wanted to hear so I would agree to discharge. Thankfully my mother is retired and can care for her, but what would we have done otherwise? My grandmother went from leading a mostly independent life to requiring 24 hour care, and I only knew the true limitation of her abilities post-fall because I asked very specific questions to ascertain the condition she was coming home in.

Ultimately, this facility does provide excellent rehabilitation, but if you do not have a family with the time and means to advocate for your needs then it may not be the...

I’m completely disappointed, with the new change in Management this place is horrible. The food is unrecognizable, you don’t know if you’re getting a fish, chicken or turkey burger. They have one thing on paper and another is served. It also has an odor. Even when a sandwich is given the quality of food is so nasty and cheap til you still can’t eat it. They don’t use normal American brands of food. Their peanut butter was horrible. Most patients who are alert enough either order out or their family members bring them food. The dietitian will lie and state your loved one is eating 75% of the meals when no food is touched and they lost 10 pounds within 3 weeks. (They also put cinnamon in grits 🤢! they need a new chef that understands basic American dishes and how to prepare them. Even their deserts are nasty and unappealing to eat.) Some of the soups are ok.

If you’re mobile and alert you will receive better care. Unfortunately if you’re bedridden or requiring assistance you will be neglected. They will keep you in your bed all day, will not re-position you so you will start to get a break down. They will not groom you properly and will keep you in a soiled diaper all day. I strongly suggest that family members visit unexpectedly at all times of the day to truly see what is happening. You will never be able to get a straight answer from the nursing staff. They will always tell you they’ll get back to you. The medication nurse is unable to pronounce any of the medications given and always directs you to the charge nurse. The nurses are not attentive to the overall health of their patients. Patient can have easily noticeable health changes but their nurses don’t even take the time to notice them. They don’t seem to care and is neglectful. Family members must bring every concern to them then they’re slow to respond. Their administrators are great with apologizing but not good at overseeing care and making sure it provided appropriately and within a timely fashion.

The social worker hides behind a closed door behind the nursing station. You can knock several times and may not get a response. You can leave several messages and not get a return call. They also try to hold a patient at their nursing home to use of their Medicare days.You can request to have your loved one transferred to another nursing home and they will purposely delay you by not sending the appropriate paperwork. You have to have your family transferred to another facility when they’re being discharged from the hospital.

Depending on your unit and CNA assigned, some are awesome. However, others will tell you how short they are and make excuses for things not being done. Of course this is also a lack of oversight by the assigned nurse.

The admission dept, PT, OT and ST are awesome! Staff at front desk is nice and helpful.

Things have really changed under the new management, this facility use to be 5 stars with nice fresh food. So disappointed, I wouldn’t recommend anyone going here. Rooms are tight on unit, not a lot of storage space, sink areas in rooms need cleaning, handheld remotes and bed remotes are dirty, equipment is worn and two rooms share 1 bathroom. The elevator area also needs to be cleaned.

Also, they keep a-lot of patient information open at nursing station, which is a HIPPA violation. You’re not warmly greeted at nursing station, some people try to avoid eye contact with you. However, there are a few friendly staff members depending...

In less then 72 hours my mother died. Friday October 9th, 2020 approximately at 9:45pm my mother arrived at the facility. On Monday October 12th, 2020 at 11:56am we were called and told my mother was unresponsive, CPR is being administered and 911 had been called. My family arrived in minutes to the facility where this nightmare began. We had to demand for someone to tell us what was happening and 20 minutes later a nurse came out and said they are working on her and that the paramedics are now in charge. The nurse gave us no information and walked back into the building. A paramedic told me my mother had no pulse. The receptionist made me call the building in order to transfer to me to speak to someone. They could not send someone outside to update my family. The buildings administrator and his staff stood behind the glass doors watching my entire family emotionally crumble and offered no information or any sort of empathy for my mothers condition.

My mother arrived to the facility for physical therapy. She had fractured her hip in early September and her doctor felt a rehab center would make her more stable and mobile. Her doctor attempted to call the facility to find out what took place because he was baffled that my mother was dead. No one returned his call. I made several attempts to reach the administrator myself and to date did not receive any call back or response from anyone at the rehab facility.

My niece had dropped off food for my mom around 10:50am on October 12th, 2020 and then spoke to my mom around 11:20am. She said my mom was fine and they engaged in a normal conversation. We are trying to find out what happen to my mother in a matter of minutes. The lack of care and empathy to a family who's mother perished that was staying in their facility in inhumane. They do not care at all. I will regret the rest of my life sending my mother to this place. If they can not offer a grieving family any information about what took place or even a simple condolence ask yourself how they would treat your loved one behind those glass sliding doors.

Do not trust your loved ones in their care. Due to the Covid epidemic you can not enter the building to really see what degree of care your loved one is given. They never opened my mothers bag we brought with her that had her clothing and personal belongings. When we retrieved her items after she passed away they were the exact way we sent them. I asked them 3 times to make sure her bag was unpacked and she was given her personal hygiene items. I was told yes it was done. Makes you wonder if they could not unpack a simple bag for her what kind of care did they give her.

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