Sterling Village — Local services in Sterling

The beautifully decorated Christmas tree in the sparkling clean lobby provided an excellent first impression. If only the patients were tended to as well. Our family member's two week stay for short term rehab was characterized by the following. Confusion about specific diagnosis. Inconsistent medication administration. She was left for a full day in a bed she had soiled. As was her roommate. With some bright exceptions, many staff were rude, surly and non communicative. The other evening I watched as her dinner (luke warm meal and cold coffee) was slapped down on her tray by a woman who said nothing and didn't make eye contact, even when I greeted her with a cheerful hello. The most efficient part of your service is billing. The invoice arrived more quickly than the food, medicine or care. This for-profit business looks great from the outside and we were told it was one of the best in the state. Clearly the bar for elder care is very low. I understand the challenges of running an organization like this. However, for the price I would expect excellent medical care. At a minimum I would expect the patients to be kept clean and comfortable and for the staff to be selected/trained to have a cheerful and positive demeanor to vulnerable, sick, frightened and often lonely elderly folks. I'm not sure how profitable Sterling LLC is but having run a business for 20 years I know one thing; Creating an atmosphere and culture of kindness and caring is possible and not very expensive. It also goes a long way to helping improve patient health, not to mention positive reviews and referrals. You are failing in...

This place is pretty bad! I do feel bad saying so because some of the staff are very nice but some have no bedside manner. There was a nurse who never said her name nor did she communicate anything she was doing when she entered my mothers room. She needed to check a blood sugar, but we only figured it out when she grabbed my mom’s hand and poked her finger for the blood. She also showed that she was very annoyed when we asked her for anything, even a cup of ice. There were 30min-45min wait times for pain meds and my mother ended up crying because she was in so much pain after her knee replacement. This is a person who delivered 5 children without an epidural and works as a nurse on a step-down unit. She has a high tolerance for pain and understands what it means to be busy, but pain is always a priority every nurse. We were told that if her nurse was on break, she would have to wait until that nurse returned before being medicated. There’s no sense of teamwork so no one else would help. My family is full of medical professionals so we were very surprised by some of the care that just wasn’t provided. The physical and occupational therapy were the only thing that we really...

Mom, who was 92 when she passed, was cared for at Sterling Village for nearly two years and during that time her basic needs were not met to our satisfaction. Over the course of our quarterly meetings we always expressed our concerns but were met with the same response-retraining of staff. We were told by several that Sterling Village was still the best place for our area which is both sad and discouraging. Our observations over this time are that mom's care would have been much better with both increased and better trained staff. Her basic needs including clean teeth, combed hair, assistance with eating, clean clothes when soiled and understanding of her declining health and the needs that went with it were either not understood, ignored or both. Nursing home residents should be treated with far more dignity and respect than what our mom...