VERY DISAPPOINTED – PowerBack Rehabilitation – Lakewood should be investigated by the state. Lack of oversight, poor communication, unorganized, poor prescription management, rude/incompetent service from some individuals, and overall poor service. They violated our trust. Don’t be fooled by the nice building. On 13 Feb my mother was transferred to PowerBack following surgery and two weeks in the hospital. She was transferred in the afternoon and arrived at the facility at approximately 5:15 pm.
She was wheeled to a room and left there with no one even acknowledging that she had arrived. Fortunately, I was with her. After about 40 minutes, I wheeled her out of the room to go look around the facility. On the way out we saw the nurse that was supposed to be assisting her. The nurse said that she would be in to check on my mom shortly after our return. By 9:00 PM, we had returned to the room twice, gone to eat, spent time in a common area, and I had left to drive home. However, no nurse had reviewed my mom’s condition and conducted a basic evaluation.
I will give positive credit to the CNA (Becky). She appeared to be doing her job. At 10:00 PM, I returned to PowerBack and observed the nurse attending to my mom for the first time since she had arrived. I had concerns about medication that my mom was required to take. The nurse said that the pharmacy received the order and the medicine was on its way. However, she could not provide any details as to when the prescription would arrive.
I did not like that answer, and decided to drive to my mom’s house to get the required medicine. At approximately 11:00 PM, I gave the medicine to the nurse to for distribution. Afterward, I expressed my concern with the nurse over a lack of confidence in their ability to properly manage the required medication, and the minimal attention provided since my mom had checked in.
My mom was in pain, so I asked the nurse for a Tylenol. Initially, she said that they did not have any Tylenol, and then looked on the computer and said Norco. I said no, not Norco. They stopped giving my mom Norco in the hospital several days before she was released. The nurse filled a small paper cup with some type of pill and walked away from me to my mom’s room. I followed her and then asked the nurse what she was giving. She said Tylenol.
I cannot confirm what was actually distributed. However, I have my suspicions based on what happened throughout the night. I left PowerBack at 11:20 PM. At that point no deliveries from the pharmacy had arrived. The next morning, my mom noticed a small bandage on her right arm. Someone had come in while she was sleeping and withdrew blood without her knowledge, on the wrong arm, from her fistula (only used for dialysis).
If my mom was only on Tylenol, I highly suspect that she would have awakened when a needle was inserted into her arm. Additionally, she would have awakened had the individual taking the blood identified himself/herself and stated his/her intentions. Thinking that this may have been an isolated incident, my wife and I immediately filed a complaint with the “patient advocate.” All of the supervisors were “in a meeting.” Over a week has passed since this writing and we have never heard any response from management.
Days two through four were slightly better, but marginal at best. The service delays continued throughout, including leaving her in the bathroom for an extended period. After several days in PowerBack, my mom’s condition worsened. On 17 Feb, we finally had enough and took her to the emergency room on our own. We have elected to care for my mom at home by ourselves rather than take a chance with such awful service at PowerBack – Lakewood.