Lena Living Center

My family member's room was clean and bright, and the "hands-on" staff seemed kind and generally tried to be helpful. This was during the pandemic, and there was weekly covid testing of residents and twice weekly testing of staff, which helped keep my family member safe...and for that, I am very grateful. My family member had almost daily physical therapy, which would seem to be good, but I do question how targeted it was for my family member's particular needs. Beyond that, it was a poor experience for my family member's 2-month stay for rehab. There was no calendar or clock in the room to help orient my family member. The tv cable system was too complicated, and therefore, unusable. Phone calls to staff were often not returned, and the phone system to leave voice mails did not work. Items brought for my family member were not delivered until up to 5 days later. Requests to correct problems or address concerns were either ignored or significantly delayed. Requests for copies of admission/dismissal paperwork were ignored. Worst of all, the facility did not provide the Medicare-required two day notice of Medicare Non-Coverage (NOMNC) for physical therapy; instead, I received the notice 6 days AFTER the termination date. I started the appeal process, and there was a prompt ruling IN FAVOR of my family member because the facility did not provide the proper notice of termination. However, the nursing home continued to DENY my family member physical therapy, which was also in violation of Medicare protocol under such circumstances. We had high hopes for this facility, but in the end, I couldn't wait to get my family member out of there.