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Mark Nash

The great experience we had at The Pines started on the first day when Lisa welcomed us. The staff were positive, friendly and attentive to my 96-year-old mother. Mom left The Pines healthier and stronger, with a renewed vigor towards life.

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Brenda Shaw

My father in law was admitted there for rehab about a month ago after leaving NB General from a toe amputation. I have never been in a more horrible place. Continuously cold food, no fresh water daily, water left on his table at night when we visited was from the day before. He takes chemo pills which need to be taken first thing in the morning with milk. Didnt get these until after 11am. No one went in to check on him. I called the social worker to complain about the food being cold and nothing was done about it. He doesn't have any dietary rest restrictions but wasn't given what he requested on the menu. Patients were out in front of nurses station being fed instead of in their rooms. People not very nice either. As I said, he was there for rehab. No one let him get up. Don't send your family members here!!

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Robert Hicinbothem

My brother was at The Pines for 2 months following an amputation of his leg and a 3-week stay at Gaylord. First the positive: the nursing care was pretty good and the facility was accomodating in allowing use of public spaces for larger family visits. The staff he had the most contact with, nurses and aides, were very pleasant and helpful. The negative: if your loved one is elderly, passive, or unable to advocate for themselves, they will sit in soiled undergarments for longer than acceptable. This was a common complaint we overheard from families walking by the room. I don’t know if the facility is short-staffed or why this occurs, but it does occur regularly. I will say bluntly that the “social workers” are horrible. I truly have no idea what they do. I know they do not check in on the patients, coordinate care for transition home, make referrals, respond to requests for meetings, do what they say they will, or accept responsibility for any of their failings. We involved the social work director and facility administrator in our concerns and it became clear why there are so many problems. When asked how a family determines what is needed at home and steps to access social assistance programs, we were told, “That’s what google is for” by both the administrator and director. I can’t fully list all the challenges faced dealing with staff but they included discharge being pushed back because the wrong insurance information was provided to the agency providing equipment for home, not following up to verify equipment would be home for when he was discharged, no referrals being made for VNA, PT, OT or home health care, and no medication or prescriptions called in for when he got home. We are a very involved family and one of us was present nearly every day my brother was there. We were asking questions and seeking information from day 1. If we had problems, I pity anyone who is trying to navigate the system on their own. When my brother got to the Pines, we all had positive attitudes about where things were headed. That was more and more difficult to maintain at the Pines and virtually impossible by the end. If you can avoid placement here, do it.

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Franklin Jones

My Grandfather was admitted back in September on the passport level for Occupational Therapy and has had excellent care and treatment. The CNA's are very attentive, caring and are very professional and respectful to the residents and families. The Occupational and Physical therapists are fantastic and also very professional and respectful. All around a very nice place. I would definitely recommend The Pines for anybody who needs therapy or long term assisted living. My Grandfather also said if he ever needed long term care the Pines would be his first choice!

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Denise C

My mother received care here following a fall. While the facility is functional, though outdated, I found the responsiveness of the staff to patient needs lacking, and interactions with the Director of Social Services were disappointing and unprofessional. I realize that insurance limitations can impact the length of a patient’s stay; however, communication and support should remain a priority. What concerns me most is that, based on professional opinion, my mother was discharged as “ready,” only to fall later that day and sustain greater injuries. I would not recommend to bring your loved one here. 😡