Legend Oaks Healthcare and Rehabilitation - West San Antonio — Local services in San Antonio

CASE MANAGERS are not your friends, they are NOT patient advocates, they are employees of a facility to fill beds, lesson learned. This facility is clean and impressive in parts but not as a whole. Cohesiveness between CNAs, RNs, PT wasn't our experience. My family member was there for short term rehab. Baths were three times a week, PT was five times a week, after these two activities they were left in the bed. Staff would consistently tell us they didn't have the means to get them up. As they were very weak I thought this was normal but I didn't understand why the departments couldn't work together to get them out of the bed more. About 9 days in I asked when they would be transferred to a rehab center, I was told this was a rehab center. I learned a hard lesson between what is rehab and what is acute rehab. My family member continued to loose weight at an alarming rate, but the case manager whom I confused with a patient advocate said loosing weight was a good thing (40 pounds in a month) As a family we did everything to help, we sought out any nutrition we could. We brought water bottles to make sure they were hydrated. Our next communication with the case manager she suggested a hospice bed, which the VA would pay for in this facility. I couldn't believe the only recommendation was 24 hours in a bed with no rehab, as opposed to the 22 hours in bed with rehab for a person that was fully able to walk before a hospital stay for an illness (not injury) This is when I realized there isn't a patient advocate, that is going to be all on you when your family member needs a facility like this. We got our family member home, we rented a hospital bed, we private paid a nurse to stay, we threw out all the meds they sent home - required I'm guessing. We went back to the medication their long term doctor had them on. Day one at home they needed help to stand, day two at home same thing. Day three they could stand, and day four they are walking with a cane. What was the secret to the rapid recovery? They are not weak, for whatever reason they were so weak they couldn't stand in the facility - well we will never know. If you have gotten this far, then here is where the cohesiveness break down continues, from a customer point of view of course. The last evening they were there, I walked in about 30 minutes earlier than I normally would. I walked in to urine, fresh and old, all over the floor, all over the wheelchair (which was the longest stay in a wheelchair they had there) all over them, their clothes, they were confused and trying to change themselves. We DID NOT experience anything like this the entire stay, this was not a normal thing, but this particular CNA who was generally in long term side, came in changed them and got them in bed and said ok all good? I cleaned them up as best as I could with wipes I brought from home. I had to make my way to the public bathroom across the facility to wash my hands. I then realized I was tracking urine everywhere and asked the nurse for a mop. I offered to clean it myself. After a few minutes of the nurse searching for help he found a maintenance person to clean the room. The CNA's attending to them left all the urine in the room (and on their shoes) leaving me to believe it wasn't their job to worry about the floor. And that is this customer's perspective, each part has a job, but the parts are not cohesive. I never met a manager, a head nurse, a NP, although I was told there were six, a doctor, no one of any authority, how can they know what care is given if they are absent from the rooms. And I was there a lot. Be there with your loved one, ask questions, call their insurance ask them questions. find a way to fight to get your loved one to an acute rehab center from the hospital. Four days later at home and my family member is walking??? Two star rating for trying to keep them in the bed as opposed to rehab and home. Do better as a team, the parts are there. And ZERO rating to the case manager and facility heads as they wanted to keep them in hospice,...

I would like to begin by saying how pleased I am with the care that was provided by Legend Oaks Healthcare and Rehabilitation - West San Antonio. My grandmother was admitted to Legend Oaks Healthcare and Rehabilitation - West San Antonio for rehabilitation services after a few falls at home. The entire process was a breeze from admission to discharge. The admission coordinator was in contact with me throughout the entire admission process. The business office manager broke down my grandmother’s benefits for us and explained the coverage period. She made us aware of private pay costs that would be owed if we opted to stay at the facility past the allowed covered days. Their activities department was great as well. We were worried that grandma would get bored or discouraged about her stay at the facility if she wasn’t well stimulated. The wonderful group in the activities department made sure that didn’t happen! Grandma was able to participate in a variety of activities such as morning exercises, popcorn socials, bingo, coffee socials, and much more. Therapy… The Therapy team at Legend Oaks Healthcare and Rehabilitation - West San Antonio is one of the best teams that I have ever had the pleasure of interacting with. The therapy team made sure that my grandmother received the proper therapy that would help prepare her for a successful return home. The amazing social worker/case manager was instrumental in evaluating my grandmother’s needs at the facility and at home. In addition, she played a vital role in my grandmother’s successful transition back to a home setting. The Nursing team at Legend Oaks West provided nothing but 5-star care during her entire stay. They were friendly, caring, and most importantly attentive to my grandmother’s needs. This helped make her stay at this facility even more pleasant. I would like to sincerely thank everyone at Legend Oaks Healthcare and Rehabilitation - West San Antonio for the professional attention and care that was afforded to my...

It's terribly run. They don't answer the phone 9 times out of 10. It's clean inside and outside, but that's where I will stop on nice comments.

Setting up an appointment for a visitation is difficult because they don't answer the phone! I wasted so much time just trying to get a window visit. While I was there no one seem to know how to do a window visit. They kept passing me off to another person who didn't answer the phone. I left several messages indicating that I was there for my window visit appointment. No one even returned my calls. Not a person said sorry for this process taking so long. I did finally get my window visit and video call but it shouldn't have so long to get it especially since I made an appointment for it.

This brings me to communication. There is basically none. They don't call and notify the patients family of nothing. I call to check on my Mom, but most of the time they don't answer. It doesn't take much to pick up the phone. I would wish for no one to be in dark on their loved ones conditions.

They discharged my Mom without notifying me. She went to the hospital from Legend Oaks. I only found she was discharged from Legend oaks through the hospital. Once again no communication from Legend oaks. They (Legend oaks) said she met goals that they never communicated to me about. I don't know if they did therapy because she came out the same way she went in. Very disappointed. Money wasted for no service! I never had any great comunication from them.

As a result of them rushing to pack my Mom's bag they put someone else's clothes in her bag. On top of that her shoes were missing. I have contacted them about her shoes and NO one has returned my calls. They are not even trying to retrieve this person's clothes they put in my Mom's bag. This business should NOT be operating if it can't communicate and care for it's patients/residents. It was a obvious blessing my Mom was discharged from there. Don't put any...