Vista Grande Villa

I cannot speak to the assisted living or independent living portions of Otterbein SeniorLife. However, based on our family's experience with inpatient rehabilitation and skilled nursing care, I would not recommend this facility for either. Don't be misled by the attractive photos of food on the website. While residents in other parts of the community may enjoy chef-prepared meals, the food served in rehab was institutional at best and often looked more like something left over from an elementary school lunch line. That was disappointing, but it was far from my biggest concern. My primary concerns were staffing, communication, and continuity of care. The facility appeared to be short-staffed and relied heavily on temporary or contract personnel. Many of the regular, full-time care staff we encountered were quite good at their jobs. The problem was that there simply did not seem to be enough of them. I was actively involved in my family member's care and regularly asked about lab results, medications, and other medical needs. Leadership actually expressed surprise that I expected to be that involved. That attitude became particularly troubling after discharge, when I discovered in the paperwork that my family member had been treated for an infection for four days without anyone informing me. To make matters worse, the discharge prescriptions—including the antibiotic for that infection—were not called in as expected, resulting in missed doses after returning home. There were also basic care issues. On some evenings when I visited, I found soiled bed linens and removed them myself to make sure clean linens were put on the bed. If insurance is paying for your rehab stay, you should also be prepared for a roommate. Our final roommate was suffering from a terminal condition that caused significant pain. I certainly don't fault that individual or their family, but it was a very difficult environment for both patients and raises questions about how room assignments are handled for people with very different care needs. The biggest issue, in my view, is an over-reliance on temporary and contract labor, combined with poor communication and a lack of continuity in medical care. Even the facility physicians seemed largely invisible to us. There are individual employees at Otterbein who work hard and clearly care about their patients. Unfortunately, good individual staff members cannot compensate for systemic problems with staffing, communication, and care coordination. If you are considering Otterbein Jackson for skilled nursing or inpatient rehabilitation, I strongly recommend looking carefully at other options and asking very specific questions about staffing levels, physician involvement, family communication, medication management, and discharge procedures before choosing this facility.

I would like to give 5 stars, it is the care after passing that causes 1. My relative did receive good care in the memory care unit (and the hospice folks were amazing). The people who do the day in day out hard work were wonderful - they are underpaid by these gouging corporations. It's the business and higher ups that are the problem as with many companies. After my relative passed, I had trouble reaching people to sort out final details. Worse, they took the entire next month's payment out of her account after I expressly asked them to stop the EFTs. Then when I tried to get the money back I heard crickets - I'm still trying. Next step is the attorney general's office, but I should not have to do this. It reinforces the feeling that these places don't really care about your loved ones, of course it's all about the money. Once your loved one is dead, don't expect much from them.