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Business Profile

Nursing Home

University Post Acute

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:10/04/2024

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My mother, ******* Rivares was admitted to University Post Acute in January 2024 after an MVA with Concussion 5 min LOC and multiple fractures. Post surgery, she was admitted to University Post Acute for rehab, but the facility never provided rehab of any type. The facility had only 2 stafs for 52 residents, but none were PTs, OTs, RNs or ****, only support staff who were always at the office telephone desk. I was told they were too busy because all beds were always full. There was ONE bathroom for ALL 52 residents, and when anyone needed to use the bathroom, they had to wait a long time, meaning that most had excrement in their beds becuase they couldn't walk to the bathroom which was ****** ft away from most of the resident rooms. When I saw several dead bodies wheeled off I was told they died from ***, but no masks or gloves were provided. Untrained staff went from room to room without washing their hands and no gloves or masks for them either. My complaints were ignored and I was told that as long as they were meeting State of CA minimum standards, the owners would not change any of their staffing or buy the infection control supplies I was requesting.

    Business Response

    Date: 10/24/2024

    This email is to address compliant #********, regarding ******* *******, who was a resident of University Post Acute.  *** ******** correct admission was from 09/28/23 to 10/02/23 and not in January 2024.  *** ******* arrived at the facility at 7:18pm on the 28th of September with initial admission assessments performed by 2 **** and additional certified staff were present to provide assistance and acclamation to the new community like setting. Her evaluation for PT/OT was carried out the following day by a Physical Therapist.  The start of her initial PT/OT therapy sessions would have commenced on Monday 10/2/23; five times a week for four continuous weeks, per her MD orders.

    The observation from *** ***** regarding the facility having only one bathroom is incorrect. In fact, we have ten-bathroom stalls, several bath stalls and multiple handwashing areas.  Restrooms are equally located in each hall of the facility and are in short distance from the residents' rooms.  *** ******* had limited mobility and was provided with a commode at bedside. She was oriented to the use of her call light to ask for assistance when having to utilize the commode. The maintenance and upkeep of the commode were carried out by nursing staff.  At no time during *** ******** stay with University Post Acute were there any deaths in the facility nor were there any cases of residents having  RSV.  While working in the medical field, every employee is fully aware of bacteria and viruses that pose potential threats to not just themselves, but also our residents.  With that being said, the facility's full-time Infection Preventionist Nurse provides continuous education and training about various topics that are communicated from the **************************************************************************************. All proper and necessary PPE is provided to all staff, third party personnel and visitors when entering the facility, entering an isolation room or simply upon request. 

    The many requests that came from *** ***** were acknowledged and carried out promptly by facility staff.  On October 2, 2023,  ******* ***** verbalized that she wanted her mother to go home and receive home health care services. Therefore, she removed her mother AMA (against medical advice) from University Post Acute and to our knowledge took her home.  It is extremely surprising to have read this compliant, as there was no indication nor verbalization on behalf of *** ***** being dissatisfied, having any concerns or complaints prior to her removal from the facility. 

    University Post Acute is dedicated to providing any further assistance in resolving any issues or concerns the Better Business Bureau and *** ***** may have.  Please do not hesitate to contact me if you have any questions.


    Thank you,

    ****** *********, LVN
    Assistant Director of Nursing
    University Post Acute
    ****************
    Mentone, CA 92359
    Phone: **************  
    Fax: **************

    Customer Answer

    Date: 10/24/2024

     I am rejecting this response because:
    I was told there was only one bathroom for the residents and public to use, and I did enter the bathroom and observed that it was filthy, with uncleaned f**** inside and outside of the toilet bowl.  The bathroom had a shower stall which was also dirty.  When I inquired if my mother could use another bathroom, I was told no other bathroom was available.  The staff were very courteous and polite, but also expressed concern that only "management" had the power to make the changes i requested regarding staffing numbers and cleanliness of the facility.  We left *** because I did not want to subject my mother to such conditions.

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