Union Plaza Care Center — Local services in New York

This is the first rehab/nursing home experience our family has had. My mother, 74, needed three weeks of rehab after knee replacement surgery. We selected Union Plaza due to its high rating on Google, location, and availability of a single room that was covered by medicare. The admissions process was smooth; we had a single point of contact (Vivian) who was very communicative and efficient. The facility had in-house physical therapy facility and my mother received PT every weekday. My mom had a visit to her surgeon's office mid-stay, and was (unprompted) accompanied by an aide staff for the whole visit and transport, which was also arranged wholly by the administration dept. Her surgeon indicated that her recovery is going very well, so the rehab care my mother received at the Union Plaza was effective. The facility had a few single rooms while most on the rehab floor were doubles, but nevertheless many of the double rooms had single occupants so there are options. The facility is conveniently located in northwest Queens and the Whitestone Bridge (Bronx). Importantly they have a free parking lot with open spaces every time we went to park - this is a big deal given how busy its location is. As the family, from the moment we walked in we were treated with utmost courtesy and compassion. The facility was safe and hygienic during the entirety of my mother's stay. At discharge, I lost count of how many people knew my mother by name and said goodbye as we left, as they seemingly knew all the other patients as well. A wide variety of staff were continuously attending to all aspects of care, from diet to cleanliness, and of course proving her meds. Many of the staff regularly went above and beyond in addressing my mother's needs and preferences, which is noteworthy because she is particular (we're Indian) and the period after the surgery was nerve-wracking for her. I'll call out Ms. Josephine for being so committed; when my mom was in pain or had poor mood (to which she is prone), or when she needed to go to the bathroom, or practice a walk, and even out to the car as we drove away, she provided physical assistance but also emotional support and outright affection, which had a big impact on my mom's take on the whole experience. They lave a large, active, and accessible social worker staff who is on point in reporting medical status and changes, and coordinating the in-house care/follow-up care as well. The care manger (I believe Alex/Andrew) was overwhelmingly helpful in addressing smallest details regarding my mom's stay, such as reminding me to log out of Netflix on the room's Smart TV on the way out. I didn't understand where he (and others for that matter) got their energy, and indeed I don't have an explanation other than genuine compassion. As for criticisms, the food was generally of good quality and supply albeit similar to hospital food and adherent to dietary restrictions. The floor we were on could use a fresh coat of paint but is was basically fine aesthetically, albeit not luxurious (to set expectations). The bathrooms are very clean and the custodial worker on the 2nd floor was cheerful and generally wonderful. We had one incident with a difficult aide who seemingly was not informed on my mother's condition, and made some big mistakes in care. We reported it and it was dealt with immediately, the individual apologized profusely and we have not seen her since. Given all the other positives of the stay and medical care, I did not find it fair to deduct a star given this isolated incident. It is very clear these folks try very very hard alongside truly caring. It is hard to find this level of care in such a difficult line of work as caring for the elderly, and the level of execution that Union Plaza demonstrated over three weeks is remarkable given how difficult a...

Evangeline Dong - 5 Stars

To Whom It May Concern,

My experience at Union Plaza Care Center was a long, but positive and wonderful journey. It took me a little time to get adjusted to a totally new environment. I guess Mercury was in retrograde. During my stay, I saw first hand how caring the nurses and other staff were to me and the other residents. I noticed that each nurse had approximately twelve residents to care for. Many of whom had complex health needs. Thanks to my previous experience in the medical field, I could empathize with the staff.

I want to give special thanks to the following UPCC personnel:

In Concierge, Emily was my first contact at UPCC. She is a very caring, informative, helpful and professional individual. I was originally on the 2nd floor unit. Ashley, Joseph and Ms. Robinson made my stay comfortable. Being away from home and in a new environment can easily be unpleasant and can cause a lot of agitation.

I was then transferred to the 4th floor unit later that week. Special thanks to my Social Worker, Wendy for getting me a private room.

The next shout out is for Ms. Moxam, Chris and Ms. DIng for helping to resolve my medication issues, finally. I have learned that you have to be your own advocate when necessary.

Throughout my stay, I advocated for the UPCC nurses and staff to be respected and recognized for their service to the residents. If it were not for them, UPCC would not have high reviews. My favorite nurse, Ms. Gilles is a compassionate, skilled and a joy to be around. She is one of the shining lights at UPCC. Also, special thanks to Odyle, Antoine, Ms. Robinson, Bee and Tashi. In the Dietitian Dept., I give special thanks to Teresa, who is always ready to hear your dietary needs.

In Admission, Cory was very helpful in explaining my insurance matters. Also, special thanks to the Recreation Dept., especially Shelly. Bingo, board games, Mahjong, and the traveling musicians were responsible for helping us to connect socially with the other residents.

I entered the UPCC, in the early part of March, because I had total right knee replacement surgery. The UPCC Rehab Dept., under Dr. CK and Angie have an experience team of experts. A big shout out to Peter, Anna and Martin. Having five days of rehab every week has helped to make my body and knees more flexible and stable. I'm home now, with the confidence and knowledge of what to do. I will continue my PT Rehab outside to get even stronger.

I highly recommend the Union Plaza Care Center to all my Doctors, Family and Friends. Give UPCC a chance and you'll see what I saw, a gem in the Rehab and Homecare community.

Sincerely,

Evangeline...

Dear UPCC Management,

I am writing to express my profound gratitude for the exceptional care provided to my mother, Lan Y., during her time at UPCC. Specifically, I wish to extend my deepest appreciation to RN Ingrid Richter, LPN Kevon Hawthorne, and CNA Julie Paul, whose unwavering dedication and compassion made an immense difference in my mother's life.

Since July 2021, my 97-year-old mother has resided on the 7th floor of UPCC, where she has consistently received excellent care. However, last January, her health took a significant turn when she suffered a stroke, affecting not only her mobility but also her eating and drinking abilities. This challenging situation placed unprecedented demands and stress on her caregiving team, including Ingrid, Kevon, Julie, and others.

Throughout this difficult period, Ingrid played a pivotal role in keeping me informed and engaged in my mother's care. Her proactive approach and effective communication ensured that my mother received the necessary attention and support from other medical professionals. Similarly, Kevon's expertise and compassionate care were invaluable in facilitating my mother's recovery journey.

I cannot overstate the profound impact Julie had on my mother's well-being. Her dedication and genuine concern for my mother's welfare were evident in every interaction, reflecting the same level of care she would provide to her own family. I always felt reassured knowing that my mother was in such capable and caring hands.

Despite the odds, my mother's remarkable resilience, coupled with the amazing care provided by Ingrid, Kevon, Julie, and the entire 7th-floor staff, enabled her to surpass expectations and overcome numerous challenges. It is with immense gratitude that I share the news of her recent progress, including her transition off the hospice program in April and her newfound engagement in daily activities, such as working on math problems.

In light of these developments, I wanted to express my heartfelt appreciation to Ingrid, Kevon, and Julie for their outstanding contributions to my mother's care. Their professionalism, compassion, and commitment have not only impacted my mother's life but have also touched our hearts deeply.

Please convey my sincere gratitude to Ingrid, Kevon, Julie, and the entire caregiving team at UPCC for their exemplary service and dedication. Their tireless efforts have made a significant difference in my mother's quality of life, and for that, my family and I will be forever thankful.

With warmest...