ACCEL AT COLLEGE STATION

As the family member of one of their patients I can only speak to my experience: Terrible customer service. I can never get a hold of anyone on the phone or at the front desk. I also had to ask the nurses and staff several times to give medicine that was over the counter (preventative/symptom related). They never seemed to check it off their prescription lists. When my family member had to be moved to the hospital for emergency resuscitation I was not informed until several hours AFTER the event. And sadly, ultimately after we removed him from the facility, he passed a week later. I believe this to partly be due to poor care and stress. He’d lost all the progress made before check-in. It is also going to always weigh on my heart how depressed and upset he was his last few weeks on earth.

My dad passed away at this nursing home in December. He was a hospice patient. My mother never heard from them concerning a refund since he was only there 10 days. Also his things went missing from his room.

As a recent patient there for rehab myself I found the facility and nursing staff, aides and custodians absolutely wonderful in every way! My needs were well cared for, when I pushed the call button it was answered right away! Angela and every single member of the rehab crew were amazing. They offered great communication, were clear and precise when speaking to me about goals I had for myself and then the goals they had for me. By the time I left I was totally prepared and confident that I would be fine going home, though my road to recovery was still going to take weeks, maybe months, I am so thankful I spent my first weeks of recovery there. The facility was beautiful and clean at all times. The food was like gourmet meals, and hot when they arrived. The only reason I rate this review as 1 star is because when I call the facility I can NEVER reach the party I am trying to reach. Voicemail messages requesting a call back are NEVER returned. When I ask for a physical note to be HAND DELIVERED to the party I need my call goes unreturned. Emails are not answered. When I go in person to request to speak to a particular person I am NEVER able to speak to them. I can’t make an appointment with anyone and whenever I did NO ONE remembered that THEY set the time for the meeting!! I loved the patient care meeting when I had one, but I had to be the one to REQUEST one for my family member who is still there. When I arrived the day of that meeting, they were so disorganized. I should have documented better but no one remembered said meeting so I was passed from one person to the next and then next and then next. I was finally told that I simply misunderstood the conversation and there had been no such appointment made. The original conversation where the meeting date and time was set was on speaker phone and another family member heard the date and time being set. I feel like I was patronized and felt like a child being reprimanded. Forget about speaking to a director or administrator, that never was an available option to me. I am still involved with Accel as I have a family member there recently placed in permanent residence status. I hope my words do not cause my family member any hardships and I don’t expect there will be. I do believe my family member is in good hands due to my personal experience there myself. I love the facility, its cleanliness and decor is amazing. Each nurse, aide, technician, therapist, etc is awesome at what they do. I just wish that those in the front office could address the concerns I have about lack of communication and organization. I personally know of others with the exact concerns as I have. One more note of concern I might add is that I was discharged with orders of home health care and continued therapies at home but so far as of this date I am 3 weeks out from discharge no such help has been set up, and again, no calls are returned to find out why. I am certainly open to working out these issues and am even looking forward to it. Every person there is very kind and compassionate so I am not attempting to demean or be personally disrespectful. I have faith that my issues will be resolved, hopefully in a more timely manner this point forward, and I will be more than happy to adjust my review to reveal a more positive outcome and a higher rating. In fact, I look forward to it.