PFLUGERVILLE NURSING AND REHABILITATION CENTER

Staffing is short which affects attention the patients receive. In addition, the diverse ethnic staff have such strong accents from their country that the patient nor the family can understand them.

Today I called to speak to my grandmother. The staff picked right up with a friendly voice to help me. I was told to call back in 20min for the nurse to get her ready for the call. I called back and the phone was picked up after about, four rings. A friendly voice answer and I explained I was told to call back, in 20min to speak to my grandmother so that a murse can get her ready to talk. I was asked to hold. Then, a few minutes later another staff, I'm expecting the designated nurse that attends to my grandmother, gets on the phone . I said, "Hello". I introduced myself and who i was calling about, and I was told the nirse would have her ready. The response was very dry, and I was told that no one by that name was there in that room. I repeated the name and room. After going back and forth, I was asked how long was my grandmother there. I answered. Calming down the tension, I asked for the staffs name and explained i am just checking in on my grandmother . And she began looking in the database for her. Happily, the nurse found my grandmothers location. I asked to speak with my grandmother, as was planned from the beginning. The nurse said "No, Im not going to get her, she is asleep". I asked the staff, "But, how do you know that she is asleep. A minute ago you just claimed there was no one there by that name?" This staff member DID NOT know she was a few rooms over, but she certainly knows she is not available to speak at the moment? The energy was disappointing. If it was too late the main office would have explained that. But no, this staff out right refused to do her job. What the 1st, 2nd ,staff asked her to do. So, she refused to help any further then suggested I call early in the mornings if I planned to speak to my grandmother. I guess the nurse couldnt be bothered to do her job. This is a red flag and totally unprofessional. I hope this type of miscommunication , and negative repore with family and hindering clients from staying connected to love ones changing immediately!

My grandma ended up here for a few weeks after surgery, and the stay has been fantastic. They have been so kind and caring and understanding to the situation. She speaks very highly of the staff, and they have a ton of activities scheduled for those who are there. If there are any set backs, they communicate very well and explain the process for everything. Overall if she ever need rehab again, I know where I want her to go. Thank you to all the amazing staff!