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Sonda Roberts

"Nothing belongs to me. It's all an experience." 5 gold stars for ensuring the daily operations and advocacy: Darlene McConnell, Alan Brier, Pedro, Pat, Jimmy, Rachel, Lisa, Maryanne, David, and the rest, know who you are - for going above and beyond every day to save my life. I am truly grateful to you all. Unfortunately, what follows is what I witnessed. An overall downfall that falls to the responsibility of Regional/Corporate upper management, who are NOT in touch with the patients, residents and employees. Instead of hearing criticism from someone you thought shouldn’t be making judgments, please take it as it was meant, as it was witnessed. Perhaps it could raise awareness and create a space where people would be heard. I was a patient at Regal Care for six months. My journey began at Baystate Hospital, where lifesaving measures were performed on me due to my illnesses, including pneumonia. After my release, Regal Care was responsible for my rehabilitation and clinical care. Most of the staff were attentive, caring, and kind, treating me with respect and dignity. However, some were inexperienced, unprofessional, and poorly trained, showing no effort to improve their performance or provide quality care. It felt as though they simply did not care. If not for the immediate management at the facility and certain CNA’s and nurses, things would have certainly been much worse. They advocate for the residents, patients, and the employees who go above and beyond. However, I believe that personnel at the regional office care primarily about the bottom line. We are dealing with our elderly—human beings, not cattle. There needs to be a change. There is a lack of accountability for wrongdoing, which is often treated as a joke. Certain staff members seriously dropped the ball on my discharge. No transportation was arranged for me, despite my prior scheduling of a primary care appointment. (This is where I was instructed on how to reorder my medication.) The hiring process is fundamentally flawed. They bring in young, inexperienced staff who lack the empathy and life experience necessary to care for the elderly and sick. When I was ready for discharge, the 19-year-old receptionist, tasked with arranging transportation, completely failed in her duty. She was too busy socializing and flirting instead of focusing on her responsibilities. I had to remind her to focus on her work. When I walked out that door, I should have had no concerns, but instead, I was overwhelmed with them. If I hadn't been fully alert, I would have missed my critical follow-up appointment. Patients are not treated with the respect they deserve. Many, including myself at times, are left ignored for over an hour, sitting in soiled briefs or on the floor. Patients are allowed to wander around unsupervised, passing right by the nursing station without any acknowledgment, while incidents like yelling in other rooms go completely ignored. This is unacceptable. NOTE: The food budget is inadequate, and the menu often doesn’t match what’s actually served. The food is disgusting and unhealthy, lacking freshness and nutritional value. If people are to get well, the focus should be 100% on wellness, which should include the diet. Housekeeping leaves a lot to be desired. Again, the training. "Let people do what they want to do, so you see what they would rather do." That should answer all your questions. Regal needs to be a place where families send their loved ones to, a place they can trust. Thank You SR

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Marie Hokett

The place has a lot of caring people who did great in the week my mother needed care. Thank you Darlene for all the help in getting resources to help at home after discharge!

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Jane Helen

Thank you Darlene for going above and beyond for the Pomeroy family. All the information was something we never would have known about. We greatly appreciate everything and it is very comforting to know that we can call you anytime for advice as we take care of our elderly uncle. I would recommend your facility to anyone looking for a place for their loved one. Thank you again

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Jenni Rodriguez

First time my dad need it to use this facility. The facility needs a little bit of updates. Specifically need beds. The smell is not pleasant need deep cleaning. In the other hand I need to say that the Social Worker was very helpful with everything we need it. Thank you so much Darlene. Also there is a staff member or nurse, I don't know his title but his named Pedro; He's a hard worker, kind, and very helpful. He made my dad feel very happy. Thank you so much Pedro I wish you the best.

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Pierre Rodrigue

Our brother was here for three years and received excellent care. He was a stroke patient completely bedridden with 90% paralysis. The staff was always attentive and responsive to his needs. Almost all the staff we dealt with were very pleasant and accommodating to our requests and our brother’s. The admission and financial staff (Vanessa & Rachel 👍) were all excellent and very friendly and helped us through any difficulties or issues that arose. The newest social worker (Darlene) was a wonder and extremely helpful in helping us get those care requirements that came up from time to time. I’d rate the food as “ok” at best and the cleanliness at times was a bit less than optimal but compared to other facilities we visited prior to choosing Regal Care it was satisfactory. All in all, this could be a very good choice depending on your needs.