BROOKING PARK

My wife just completed a 19 day rehab program for a fractured knee cap at Brooking Park. We could not have asked for a better, more supportive experience. From the day she went into BP until the day she left, the staff provided excellent care. Everyone, from the Executive Director through the management team and on down, was positive, upbeat, and always available to discuss any questions or plans for my wife’s treatment. The physical, occupational, and speech therapists had thorough, well defined plans that produced very good results for my wife. The facility itself is modern and up-to-date in terms of appearance and decor. It is also kept spotlessly clean. The amenities that are offered to patients are numerous and well organized. Based on our experience, if the need again arises for us we would certainly choose BP.

This place was terrible; I don't even recommend one star. My dad was placed in the Rehabilitation and then moved Long Term Care and the care was appalling. Records were falsified, they did not feed him, ignored the feeding tube instructions, left him for hours in his own urine, forgot to take him off the toilet, fell out of bed twice, but refused to take further precautions as a fall risk. Medications were not returned and after a month we still have not received our deposit. I know the inevitable was going to happen, but I do think the lack of care and attention there did speed up his passing. I was told numerous times "they had other things to do" or "I'm a contract employee, not a real employee, so their rules don't apply to me." while they were playing on their phone while my dad's call light was on for over an hour. Brooking Park: Unfortunately, my mom has been contacting Fred for the last two weeks; the only thing that he has done is forwarded my mom's calls to another department. It's been two months and they still owe us 10,000. No one has addressed any issues or concerns that we have.

Update, 6/5: Received a letter today that they are increasing my mom's rates by $104 PER DAY. That's an additional $3,000 per month. --- Great Staff, But Admin Issues Need Attention My mom has been on the skilled nursing wing of Brooking Park since October, and I want to start by saying the staff is exceptional. Every team member on the floor is friendly, courteous, helpful and genuinely caring. They work incredibly hard and I deeply appreciate all they do for my mom. The facility itself is wonderful, with a beautiful campus, lots of activity spaces, a lovely courtyard and even an ice cream shop. Unlike many skilled nursing facilities, this section feels more like assisted living than a hospital, which is fantastic for residents. However, I’ve had some challenges with the administrative side of things: Communication: When my mom first moved in, the marketing director, who had been my primary contact, left unexpectedly and no one informed me. Emails and voicemails went unanswered until I spoke to the receptionist and learned she was no longer there. Incident Notification: There was a choking incident involving my mom that required the Heimlich maneuver, and while the staff handled it well and followed up with me afterward, I was not notified when it happened. I only found out two weeks later when I noticed a dietary change on her menu. Billing and Finance Issues: This has been my biggest frustration. There seems to have been turnover in this department, which may explain some of the issues, but I’ve dealt with missing invoices, lost checks, incorrect room charges and long delays in communication. For example, after questioning an invoice sent via email, I didn’t receive a call back for a month and when I finally spoke with someone, I felt rushed and unsupported. I sent a detailed document with payment information to help resolve discrepancies, but instead of clarifying the issue, I was told to “read line by line” or wait until I could speak to a supervisor. I’ve since gone through the invoice myself and it appears they owe me money. I requested a call with the supervisor last Friday, but I have yet to hear back. Overall, I can’t say enough good things about the care my mom receives from the nursing staff and the facility itself is excellent. However, the administrative side—especially billing and communication—needs significant improvement. I hope these issues are resolved soon, as they detract from an otherwise wonderful experience.

My husband was at Brooking Park unexpectedly after total knee surgery. From the first moment we were there everyone was kind, caring, empathetic, and concerned for his well being. He was greeted with "welcome to Brooking Park " by all. Nursing care staff, physical, and occupational therapy staff were all spot on with their care. We would definitely return if ever needed again and would refer to others. When the home therapist came to evaluate my husband, he stated he was way ahead in his recovery and was very pleased with the progress. We feel the care from everyone at Brooking Park was the reason.

Brooking Park was just what my husband needed after a very long hospital stay. They were welcoming, patient, caring and very encouraging. I was somewhat surprised by its cleanliness based on what I had heard about skilled nursing. The therapy he received was also excellent and got him to the point where he could go to the next level of therapy. We thank Brooking Park for the excellent care he received and we will be forever be grateful.