My mother, Annilde DeCenzo, was a resident at The Grand Rehabilitation and Nursing at Queens until…read moreshe passed away on February 20, 2023. Overall, our experience with the facility was a positive one. My husband and I visited almost every day during the year she lived there. There were occasional concerns regarding cleanliness and medications, but when we brought those concerns forward, they were addressed. We were especially grateful to a compassionate staff member who called us late that evening to let us know our mother had entered active dying so we could be with her during her final hour. It is because so much of our experience was caring that I feel compelled to share what happened next. While my husband and I sat quietly beside my mother's bed, holding her hands and saying our final goodbyes, the overnight nursing supervisor entered the room. Without introducing herself, she looked at us and repeatedly stated that because my mother's IV had been discontinued, "you are killing her." We were stunned. We had not made any medical decisions regarding my mother's care. We had simply responded to the facility's call informing us that she was actively dying and that we should come if we wished to be with her. Instead of allowing us those sacred final moments, we found ourselves trying to understand why we were being accused of causing our mother's death. My mother passed away approximately one hour later. Families remember these moments for the rest of their lives. The final hour with a loved one should be treated with compassion, dignity, and sensitivity. Regardless of any medical misunderstanding, this was neither the time nor the manner in which to speak to grieving family members. I share this not out of anger, but in the sincere hope that no other family experiences such an unnecessary and deeply painful interruption during one of the most vulnerable moments of their lives. Despite this experience, I remain grateful to many members of the staff whose kindness and compassion toward my mother and our family will never be forgotten.

My family entrusted The Grand Rehabilitation and Nursing at Queens (157-15 19th Avenue, Whitestone,…read moreNY 11357) with the care of our mother after she suffered a devastating stroke and brain bleed. She lost vision in one eye, had significant difficulty walking, limited use of her hands, speech impairments, and severe confusion. She was unable to make her own medical decisions, and my sister was legally responsible for making healthcare decisions on her behalf. Before choosing this facility, we carefully read the reviews and viewed the photos on the website. Nothing raised any concerns. Unfortunately, our experience was completely different from what was advertised. The photos do not accurately reflect the condition of the facility. It was dirty, with visible dirt buildup around the windows, filthy floors, and a constant unpleasant odor. One of our most alarming experiences involved my mother's medical decision-making. Despite our repeated verbal and written documentation that she lacked the capacity to make her own medical decisions, the social worker informed us that she scored a "13" on a cognitive assessment and gave conflicting explanations about whether she could make decisions. Despite knowing her daughter was her designated decision-maker, staff attempted to have my mother sign a Do Not Resuscitate (DNR) order. By the grace of God, my brother-in-law walked into the room just as she was attempting to sign the paperwork and stopped it. The facility advertises 24-hour medical care, but that was not our experience. There was no physician readily available to assess patients when medical emergencies occurred. Instead, staff would place a call, and it could take one or two days before a provider responded. During my mother's stay, she experienced three separate medical emergencies. Not once did a physician come to evaluate her promptly after these incidents. The nursing assistants responsible for helping patients with bathing, toileting, dressing, and other activities of daily living were often unprofessional and lacked compassion. My mother was frequently told to simply use her diaper because they were short-staffed rather than being assisted to the bathroom. On multiple occasions, she remained in a soiled diaper for hours before anyone responded. Emergency call lights often went unanswered. There were even times when my mother's call button had been disconnected, leaving her with no way to ask for help. When my mother was first admitted, her bed had safety rails to reduce her fall risk. One day we arrived to discover they had been removed. Staff told us the rails were "illegal" and that the facility was waiting for replacement beds. After the rails were removed, my mother fell out of bed twice. Rather than implementing another safety solution, staff simply shrugged their shoulders. Even more upsetting, after one of her falls, staff scolded and yelled at her, telling her she needed to "stop falling out of bed." No vulnerable patient deserves to be treated that way. During one visit, I discovered someone had drawn a smiley face on my mother's arm with marker. Management and social work attempted to dismiss it by suggesting that perhaps a staff member was trying to cheer her up. I found that explanation completely unacceptable. Patients deserve dignity and professionalism, not to be treated as if they are objects for amusement. Communication with the facility was extremely poor. If my mother was too confused to answer her phone, I would call the nursing station. Most of the time, no one answered any of the phone lines. I left numerous voicemail messages and often waited three to four days for a return call, only to be told they were short-staffed. At one point, the facility even ran out of adult diapers. Our family had to purchase and bring our own supplies to ensure my mother had basic necessities. Many people may ask why we didn't simply transfer her elsewhere. Unfortunately, health insurance does not make that easy. Another rehabilitation admission generally is not covered unless the patient is hospitalized again and qualifies for a new admission, leaving families with very limited options. No family should have to worry whether their loved one is receiving basic care, respect, and medical attention. Our experience was heartbreaking and deeply disappointing. I sincerely hope the New York State Department of Health thoroughly investigates the conditions and practices at this facility so that other families do not have to experience what ours did.

My mom stayed here for 2 months last year and had a very good experience. Could the place be…read morecleaner ? Of course , any place could be cleaner . The staff were very pleasant and helpful, when they weren't being called in 5 different directions. It's not necessarily their fault that they are short-staffed or that some patients have very high needs. We left there ready to continue recovery at home, so mission accomplished. I felt the need to post because I didn't want all the negative reviews to unfairly bias anyone's decision in going to Pavilion.

ABSOLUTE WORST PLACE EVER!!!!!! I had to take my dad out of this place and they completely botched…read morethis discharge procedure and made false claims, about why he was being discharged. My dad came out of that place worst than when he went in. I swear I think they are over medicated individuals every patient in there looks like a zombie. the social worker is completely incompetent and the guy in charge of finance is Cleary unsympathetic to family members.

This place is horrible, the patients be call with no response, they are so rude, left patient in a…read morebroke bed and when ask about it , they said they didn't notice... how you don't notice a patient / see leaning to the side .... It's dirty , floors... ask for a towel and they said they are low

I read a lot of reviews here, I had to admit my cousin John to a nursing home in Dec 2023 ,(now…read more4/19/24 he has been living with FTD for many years & we could no longer take care of him, yes it was a shock at first having him in a nursing home but I visit him every 2 weeks & I must say he is taken care of, the staff that I have seen is friendly towards him, he is always clean when I see him, They spoon feed, him, shave him, he seems to be taken care of, it's a tough job, I am not sure what most people think can be done better.It's a tough situation, could you do better, if yes then do it. Overall after several months of visiting him, I am happy he is there. Danny

I cannot share enough kind words about Ozanam Hall of Queens NY. After a recent stroke and a twelve…read moreday hospital stay, my dad went to Ozanam for rehabilitative services. My family didn't place dad there blindly, it was by choice, after weighing all the options. We have a family member who is a long term resident there currently as well as a long time family friend who is there too. They love the care they receive and the staffers they receive it from. Their recommendations were well received. From the moment I entered the front door and was greeted by the front desk attendant Lana, I knew dad was in a great, loving, caring and Holy place. I went up to dad's floor, was greeted by every staff member I passed. Not just on my first visit, but every visit. No matter how busy they were, every single person said hello. As time went on, those greetings were by name. It truly felt like dad was being cared for by loving family. My visits only lasted a week or so as I live about 700 miles away, but my experience and my opinions of my dad's treatment are fact based. He could not have received better care anywhere else. The facility was spotless, well maintained and the staff all love why they do. It takes a special kind of person to do this work. Ozanam is blessed with the best. Ozanam is even updating the rooms one floor at a time. It's nice to see the investment back into the facilities. The office staff was extremely helpful, kind and very communicative. They assisted in every way possible, making the daunting logistics of dealing with the insurance companies a less daunting part of the experience. I could not ask for better! I'd like to name everyone I met there who cared for me dad and assisted my family throughout, but I would have to name every person in the public eye as well as everyone behind the scenes there. By God's plan, my dad, Donald B. declined due to advancing medical conditions. He received great personal care and was treated with dignity up to and beyond when he took his final breath. He passed on Sept 22, peacefully in his sleep. The staffers who knew him were as sad as we are. Thank you to everyone at Ozanam Hall of Queens for all you do for every person in your care every day. May continue to God bless you all. Please keep doing what you do!!! You all are absolutely incredible. Rest easy dad! God's got you!

Stay away from this HOLE. They use all these lazy agency aides who leave your loved one in soiled…read morediapers from morning til night. Saw aides sleeping while supposedly on watch by front desk. If you ask for help they walk away or say I am on a break. They leave rooms dirty and if you go to supervision they just cover it up. They do not isolate people during flu season so everyone gets sick. The aides do less than the minimum attempting to feed patients with dementia. This place is hell on earth for the vulnerable elderly.

When visiting my Aunt at this facility it seems as though there is no coverage if a staff member is…read moreon break. If a Nurse is on break, why isn't there anyone or another Nurse covering her break if a patient needs something? My Aunt needed an aspirin. The nurse is on break and I was told she would have to wait an hour for her/him to come back. Really? I would like some feedback as to why there is only 1 Nurse per floor without coverage?

They are HORRIBLE IF YOU WANT YOUR LOVE ONE NEGLECTED and only give showers once every 2 weeks it's…read moreok But if you truly love your love one DO NOT SEND THEM THERE I have the pics to prove the neglected my little Sister endured she is diabetic and for the time she was there she did see a foot doctor when I finally took her from sapphire and got her home her feet smelled like something had died in her socks and when I took her socks off I broke down and cried because her feet was in such a bad state that I had to clean the dirt and grime off her feet and the toe jam from under toenails that were never cut or clean.. DO NOT USE SAPPHIRE CENTER ON 3515 PARSON BLVD

Always get that welcome feeling as soon as you walk in. Staff is very nice and caring! Thank you…read moreWaterview for the exceptional service.

Facility changed my husband's medications twice without consent over a two week period, causing…read moreseveral hospitalizations to stabilize him, overall causing his instability and aggression, never seen before. After six months he is in another rehab after spending weeks in the hospital to stabilize his medication regimen. Though a beautiful place, Waterview does not care for its residents like it claims to do, does not keep in touch with family and health care proxy before making changes, and uses PA's instead of physicians for decision making, at least re. meds. Do NOT recommend for any resident with needs for dementia patients. This continues to be a severly stressful situation since being placed at Waterview, and my husband should not have been put through the stressors of dropping meds and changing them without consultation with primary doctord, our specialists, and the family. In addition clothes were lost and not reimbursed, short-staffed, night supervisor overworked and stressed, with rude behavior toward family and patients..

Director of nursing Karen is a nasty bitch. She bring her problems to work and it's very…read moreunprofessional.the whole facility is very unprofessional. they only do their job when thebig bosses come I wouldn't pick that place if that's the last place I have to die at

Worst medical facility I have EVER encountered. They should be ashamed of the smell on the 4th…read morefloor. There is absolutely no reason for that. It's called CLEANING THE PATIENTS. The nurses are lazy. I came to visit overnight and the lobby smells like WEED. We are in the process of transferring our family member from this hellhole.

AVOID THIS OFFICE!! The front desk and scheduling is…read morecompletely inept. We either get calls confirming appointments we never made, or the office doesn't have record of our current appointments (even though they scheduled them). They cancel 1/2 of the time and have proven to be incredibly unreliable. They have no idea how to run an efficient office. If you want to have your child progress the way they're supposed to, avoid this office like the plague.

Our daughter needed some assistance with pragmatic speech! Within weeks our girl was labeling and…read moreusing sentences for the 1st time. The staff has been completely aligned with our goal as parents and the results have exceeded our expectations! I cannot say enough good things about our daughters experience!

This place is a nightmare. Mrs. Su (director), Susan (social worker) and the rest from top to…read morebottom are all liars. My mom was admitted in the dementia unit for 3weeks with a monitor, she was able to leave the facility at 5am and no one notice until 7am. Thanks to my friend who works in the kitchen manage to find her with a search party. They did not informed us of any detail. Found out because of the friend. Ever since, they have been sending her to ER to three different hospitals in 3days just so they to not have to deal with her. Also, found bruises on her arms. They lost all her belongings and they can not give us a reasonable explanation. They keep telling us different stories to different family members. We made a friend one floor down from us, she witnessed employees hitting and pinching other patients. They mixed her meds with other patients. She cries everyday because she is there and no where else to go. Do you want to put your love one through this nightmare??? They will treat them like merchandise!!! Not only a horrible place but horrible people.

This place is full of careless and dishonest people. My mom was admitted there and later she died…read morein flushing hospital. These people stole my mom's iphone 7 and charger. Disgusting!

It's taken me over 8 months to write this review. My father died shortly after staying at this…read morefacility for respite. He stayed at this facility for a total of 8 days in which he gained over 30lbs in fluids from edema. No one could tell me why the edema was not noticed, none of the family members or emergency contacts were notified of change in condition, and when we tried to follow up there was no answers and we didn't even get a I'm sorry or concern that someone who was a patient at this facility was in intensive care for fluid overload and passed away. I write this because I've lost greatly making the worst decision to trust Sutton gardens with caring for my loved ones.

Atrocious. I got there to visit my partner. No phone calls. I was not permitted inside. Their…read moredoorbell set off an emergency fire alarm. There was a room full of catatonic looking elderly folk (no offense) staring emptily at one another in a circle. My partner had on filthy sneakers that stank of fungus. His toenails had turned deep yellow from the fungus they let fester there. He had no cane. They couldn't find his hearing aid which he is completely dependent on and affects his balance. Someone claimed they give him walks, his legs have Peripheral Artery Disease and they had large swollen bubbles of possibly retained water. My partner seemed groggy, distant and depressed. They have a yard but the place is like an abusive prison. What kind of assisted living place keeps a deaf man for 12 days without a hearing aid. My guess is one with no doctors or much medical staff. Skip this jail. If you know of someone here, pull a Shawshank redemption and break them out. They claim to charge $3,800 a month for this place. WHO are they kidding!!! Notice there's almost no pictures and their activities calendar stopped in 2017 !! It's not an assisted living facility, it's a warehouse.