Touchpoints at Manchester

Fantastic experience: I had to go for recovery when I was unable to walk temporarily after a hospital stay. Being my first time in a recovery setting I didn’t know what to expect however the staff made it pleasant for me to get better everyday. The doctor’s were great and always checked on my well being and made sure I had what I needed to feel comfortable. The physical therapy staff brought me along as I got stronger everyday. I was able to walk out of the center with no assistance because of them! I’ll never forget your patience and the attentiveness you guys showed me and I am forever grateful for that!! I thank you!! ❤️

Negative experience: I looked into your Facebook page and your place looks nice you even have a sign outside showing the award you won. In reality this place is a dive, my wife was admitted for rehab her bed was disgusting stains on sheet, call button encrusted with god only knows what, phone was dirty, wall outlets hanging, dirty railings, no curtain for privacy , a toilet see that was removed from bathroom to be used elsewhere. Not once did I see the cleaning crew mop the floors or clean tabletop or anything it was just spot cleaning. The CNAs and nurse were great, cleaning staff not so good. I had to go next day Clorox towels in hand to thoroughly clean everything near her bed. Contacted touchpoint no one reached out to me except staff in building.

Negative experience: Touchpoints at Manchester was awful. That place is rotten from the inside out. My mother worsened while she stayed there and we could not get her out quick enough. We hated that place and so did my mother while she stayed there. Do not send your loved ones here. We sent our mother because it was the only rehab facility that was accepting patients. This was our mistake, only known after-the-fact. Absolutely Abhorrent. **Had to give 1 star to post this review. This place deserves negative 5 stars.

Negative experience: I am writing this on behalf of myself and my friend's mother. My friend was in long-term care. There were some individuals who were caring. There were others who were negligent and didn't give her the care she needed. She was bedridden. She ended up going to the hospital with a 108 temp and septic after having issues with her catheter. She was young and very knowledgeable about her needs and tried to tell people when there were issues. I argued with a supervisor about getting some information and was denied despite my friend giving them permission. She threatened to hang up on me. She died within hours of getting to the hospital. She was 51 years old. Can't, in good conscience, recommend this facility for anyone with significant medical needs. I most certainly will be contacting the owner on my review because the issues I wrote about were conveyed to the facility. And, no her message to us several times was "please get me out of here." I was pretty much the only visitor and the weekend people knew me. I was also there several times during the week.

Negative experience: The Love of My Life recently died at Touchpoints. He was 69 years old, diagnosed with prostate cancer. During my last visit on June 12th, I hadn't seen him for awhile. I was shocked that his teeth were mostly broken or missing. He told me "I have to get out of here." He died June on 14th.

Positive experience: My mom was here for rehab after a week long stay in hospital - She was very well cared for ! She had physical therapy almost every day, and got stronger and stronger and was able to go home to her assisted living - something we never thought would happen. Just as any other rehab/ nursing facility they are short staffed - but we found them to be kind- hardworking caring individuals. She loved her aides - most especially Beverly We worked closely with the social worker Margaret - who was great , and the PT department which was top notch ! The pulmonary and cardiac NP’s were great- very knowledgeable and approachable Mom is a picky eater and yet was able to find something she could eat - This was not our first choice in rehabs but we are glad we were here - Mom is doing wonderfully and happy to be home

Negative experience: Recently a loved one needed some rehabilitative services at this facility. One could not even make up the experiences we had day in and day out, despite us being in constant contact with facility staff and administrators. Our loved one has medical conditions that require a special diet. We were assured that their dietary needs would be met. We don’t feel they were, despite having multiple conversations with the dietician. Initially, our loved one was a “fall risk” and unable to get up and use the restroom on their own. When the “call” button was pressed to use the rest room, it was not usual to wait 20, 30, even 45 minutes for someone to come to assist. There were multiple inexcusable issues with medication. They were not given consistently, by way of timing or by providing the proper medications. Many days some medication was missing, with no explanation. Some days, there was extra medication, again with no explanation. Forget when there were prescribed changes to medications. No one seemed to know how to address it. Or care. Time and time again, despite our consistent presence and nagging, it didn’t matter. There were constant struggles ensuring that our loved one received the proper medication. We asked many questions about everything. Every day. Multiple times a day. We were provided with answers – only to learn the answers to be inaccurate and/or untrue. Time and time again. The facility liaison changed one of our loved one’s doctor’s appointments with a specialty doctor, to a different date and time. Not only did the liaison not coordinate this change with anyone of us (the family was responsible for transportation to all appointments) – THEY NEVER EVEN ADVISED US the appointment had been changed. It was only by luck that we learned of change. More than once there were issues with bloodwork, routine and doctor requested. The one positive I have for this facility is the physical and occupational therapists. They really seemed dedicated to get our loved one back on their feet and back home. A goal we shared. We had family going into the facility several times a day to check and see what was happening. Many times we were dumbfounded on the inaccuracies of what we were told, and what really happened. I truly feel bad for the other residents who do not have friends or family checking in on them regularly. This facility needs to do better. They need to communicate better between themselves and with residents and their families.

Positive experience: Excellent therapists food not so great

Positive experience: My stay at Touchpoints was good. The CNAs and Nurses were helpful and made my stay as comfortable as possible. OT and PT taught the necessary exercises to make returning to my home easy. Dr. Sign needs to follow through with his decisions made about the care of his patients. I was told by him that my feeding tube would be removed by the end of October. I left Touchpoints on the 11th of October. My PCP had to find a doctor that could remove it. It was not removed until January. Touchpoint staff is caring, hardworking and dedicated to the well-being of their patients.

Fantastic experience: A friend of mine was at Touch Points for rehab after a medical procedure. The patients seem to be well cared for. The staff is amazing. The staff is pleasant, kind and knowledgeable. We had the pleasure of working with Margaret, a Social Worker. I cannot say enough about how helpful, kind and supportive she was. She definitely went beyond her call of duty and helped us navigate some tricky issues. Great job Touch Points and Thank you Margaret!!

Fantastic experience: I stayed at Touchpoints for almost 3 months and was very well taken care of. Everyone in the facility from the front desk to the aids and CNAs, nurses and volunteers who came into my room every day were very cheery and kind. The physical therapists and occupational therapists were always helping and encouraging me and giving good advice on how to get stronger. When an issue arose that needed attention, the APRN or the doctor ordered the necessary x-rays or ultrasounds and treated the problem right away. Our family is very grateful to everyone who helped me get back on my feet. I would not hesitate to recommend Touchpoints.

Negative experience: What a dump! And they lie right to your face. Told me they didn't have 1 of my medicines when in fact, they didn't have ANY!!! So, I went all evening and night without antibiotics or diabetes Metformin. Do NOT go here!!!!!!been here 3 days now and they STILL don't have 1 of my medicines. Bugs, bugs, bugs flying everywhere. The ambulance crew that brought me here said in astonished voices "you're going here?". The food is mostly horrendous. Good luck ringing your buzzer. May take 45 minutes to go to the restroom. Make that 90 minutes. I asked for mousetrap in our room. Was assured we would get 1. Never happened.

Fantastic experience: This place is all about the patient/residents

Fantastic experience: My mother was at Touchpoints at Manchester a few times and every time All the staff took very good care of her. They were very caring and always helped her whenever she needed it. I knew she was in great hands and never had to worry about her.

Fantastic experience: Very friendly and accommodating staff helped my grandmother a few times when she needed to recover after a hospital visit.

Negative experience: Horrible place ! Staff ignore you and don't provide proper care !

Negative experience: It was like yanking teeth to get anything done for my Mom, whether it was her needing a change or getting pants on her. The aides get snippy like they're doing me a favor. Not to mention bare wires and peeling paint. Not 5 star in my book

Negative experience: Shameful. If I could I would leave a zero! This facility should be shut down. I have not one good thing to say. My mother rehabed there after a hip fracture/surgery. It was a horrible experience. The building is old and dirty, the rooms are even worse. The tv is ancient and barely works. The call button did not work for 2 days, and although my mother told 3 people, nothing was done until I started "fixing it". She waited in pain for medication, sometimes for hours and was brought a medication that she takes daily, twice in the same morning. The food, I wouldn't feed it to a dog, and the staff... horrible. They say they are understaffed and so busy, but they have plenty of time to discuss their personal business while congregating at the nurses station, right across from my mom's room while she rings the bell for pain medication....oh, I guess they didn't hear it; maybe because it didn't work!!! Please do not leave anyone you care for there. It's just not safe.

Negative experience: Shameful. If I could I would leave a zero! This facility should be shut down. I have not one good thing to say. My mother rehabed there after a hip fracture/surgery. It was a horrible experience. The building is old and dirty, the rooms are even worse. The tv is ancient and barely works. The call button did not work for 2 days, and although my mother told 3 people, nothing was done until I started "fixing it". She waited in pain for medication, sometimes for hours and was brought a medication that she takes daily, twice in the same morning. The food, I wouldn't feed it to a dog, and the staff... horrible. They say they are understaffed and so busy, but they have plenty of time to discuss their personal business while congregating at the nurses station, right across from my mom's room while she rings the bell for pain medication....oh, I guess they didn't hear it; maybe because it didn't work!!! Please do not leave anyone you care for there. It's just not safe.

Negative experience: Dismal. Food inconsistent,

Negative experience: Needs to be reviewed by the State of Connecticut

Negative experience: Horrible experience. The staff was rude and uncaring. They made you wait hours for a glass of water. They were more concerned with yelling at you then helping you. Most of the staff spoke broken English, and when you couldn't understand , they would leave and not come back. Cold food always. I felt more like a prisoner than a patient.

Fantastic experience: I have lived here for 8 years, as the President of residents council and very happily. I am very grateful for the support and care that I receive on a daily basis. I have to reside in my wheelchair due to several surgeries and the inability to walk by myself. My goal is to get healthy and therefore build myself up to my full potential. I have become very attached to a plethora of the residents, and staff. I miss my friends and family on the outside, but I am fortunate enough that they do come to visit me. And, I consider the people here to be my adopted family. I also miss my years of teaching undergrad and graduate school in Boston. I’m very fortunate that, I still have my in depth acquaintances from my professional days. Teaching is ever so rewarding. I share my passion for education to the residents and staff here. I also have been teaching them High School French, with adoration and pleasure. It’s imperative to make life fun for everyone. We all need a laugh and to make everything lighter, while we contend with the complexities of our health. I’m proud to be a resident of Touchpoints, with the phenomenal success I am having emotionally and physically. I have surpassed all expectations for myself, with the positive affirmations from all involved. I am actually surprised with my progress over the years. Thanks for reading this, love, Martha Leland President of residents council July 23, 2023 Stay well and safe

Negative experience: Although the physical therapy team is good, the rest of the care is absolutely terrible. The patients share a bathroom with "three other residents", which is horrible. My son has been there for over a week, having had only one bowel movement, complaining of stomach pain, and the nurses have done nothing! The facility has no central air conditioning, is dirty, and too busy to adequately care for its patients.

Fantastic experience: Spent 21 days there after my surgery @ Hartford Hospital. Very helpful & concerned staff at Touchpoints of Manchester. The food was really good, which is necessary for a good recovery.

Negative experience: The only reason they are getting any starts is because of the amazing therapy team that has been helping my mother in law. They are kind, thoughtful, and a huge inspiration for her. Otherwise 0 stars for the aides and nurses. They don’t bathe her properly, don’t help with hygiene like simply applying deodorant, or even putting on a bra. She has no use of one side, her dominant side, due to a stroke. She can’t speak but she gets her point across when asked how they treat her there. I will be looking into a new place for her soon.

Fantastic experience: I take comfort in the knowledge that my brother, Jan Bochinski is getting excellent care at your facility! I’m also grateful that they keep me informed as to any ( even subtle) changes in his overall well being! I would also highly recommend your facility to anyone inquiring a safe and secure environment for their loved on to reside in. A special thanks to Rhoda( I don’t know her last name) for she has been a tremendous help to my brother and myself. If there is an issue, she will resolve it in a timely fashion. My brother is very fond of her and so am I. Thank you! Lynn MacMillen, Jan Bochinski’s sister and conservator.

Negative experience: A "1" is extremely overrated!!! I was there post back fusion surgery with and infection, and I had to have IV medication for 6 weeks. Most of the aides have a " I don't care" attitude and would come in the room talking on their phones with Bluetooth ear buds. My bedding was changed twice there by an aide, any other time I asked for it to be changed the answer always was "when I have time I'll get to it" which would never happen. The floors in my room would turn my feet black from dirt, even after asking house keeping to scrub the floor better with her mop. The bathroom was never cleaned properly, my room shared the bathroom with the room next door, and that resident would have a bowel movement and get it all over the toilet set and the aides never cleaned it up until I would make a scene about it. I was going to the supply closet and getting and changing my own bedding. The nurses there are so disrespectful and rude, and not trained well enough. One nurse (who I won't name) was changing the dressing on my PICC line and pulled the line out 5cms!! She was trying to just put a new dressing on leaving it out like that. When I asked for the nurse supervisor she came in and also tried to just cover it up and say it's fine. I demanded to have an ambulance take me back to St Francis where the IV team had to change the line because that nurse pulled it out of place, and by having that much line pulled out could have caused an infection to go dangerously close to my heart. The only amazing staff was the therapy team. They were polite and so helpful and kind. When I was discharged Margaret the social worker was supposed to send my home health nurses my discharge papers so I would have immediate care the day after going home. I went 16 days with NO HOME NURSE, NO WOUND CARE NURSE, NO PHYSICAL THERAPY!! I was calling the home nursing agency every day then calling TP to speak to Margaret (who stopped taking my calls, sending me to voicemail and never returned my calls). I even spoke to Patrick in administration and still she was not sending the proper form (or no form at all). I had to tell her how to do her job and which form she needed to fax (w10 - a release from care) She is so incredibly unprofessional. I have reported this facility to the Dept of Health, and 2 other agencies that investigate the care and cleanliness of nursing homes. Also the ER Dr from my PICC line trip took pictures of my arm where there was a huge red swollen weeping rash where my IV was. He couldn't believe the nursing home was just leaving my arm like that (I had an allergic reaction to the tegaderm plastic that covered my IV line) I beg anyone who read this to NOT send a loved one here, or go here yourself. It was the worst experience I have ever had in my life.

Negative experience: Poor phone manner, some people should not be allowed to answer the phone.

Negative experience: I have a client who was sent to here during the covid-19 pandemic. She has told me that this place was extremely unsanitary the staff did not listen to the patients or respect them. Bathrooms were filthy. Apparently one of the aides had just towel dried another patient and then put the towel onto her food tray. And then cleaned off the food tray with a damp dirty washcloths that had just bathed another patient. Her medication was given in different forms than she would normally take and she was not given instructions on how to take the medication correctly. The bedding was not changed or disinfected, nor was she bathed during the time she was there. He daughter could not visit due to covid so their was no one to advocate for her. At some point she had even brought it to the attention of the staff of a small injury on her foot, and the staff member never checked the injury or measured the injury. Her stay was at the end of March into April 2020.

Negative experience: If there was a “0” star, I would have chosen that because a “1” is much too generous. I am beyond disgusted with the care (lack of) my father received during his brief - experience at Touchpoints (TP) of Manchester. He was sent there by the hospital (post surgery) due to it being one of the few places accepting covid-19 patients (which he contracted while recovering from surgery in a medical facility). These employees should find different jobs if it’s too much for them. They have an “I don’t care” attitude that we witnessed from the beginning. Since we couldn’t see my father due to covid restrictions which is already difficult, we had to rely on communication from TP. There was a great lack of communication, compassion, and care given to my father. Although we couldn’t see what was going on, we could tell by the attitudes these employees had with us whenever we would ask questions - that is if we could get a return phone call. More often than not, we would have to call to find out what my father’s progress was and we were transferred to extensions that just rang and rang or left voicemails that were never returned. My father was in good spirits when the lovely nurse at the hospital face timed with us shortly before he was transferred to this hell home. At TP, my father was left alone most of the time, behind a closed door, with no window. When we would talk to him, he sounded like he was getting worse and worse every day. He would never complain even if he was being neglected or mistreated. He was too weak and too kind. He would tell us that the people didn’t care their. They would just come in the room, do what they had to do, and shut the door behind them. The one time we got a report (after much chasing and waiting for someone to get back to us and finally demanding to speak to someone and not be transferred to an extension), the nurse said he had some sores (yes bed sores which happen when a person is neglected and not in a proper bed or being moved often). We were sickened by what was happening and before we could do something about it - he was gone. We received a phone call that he was “found unresponsive.” When we tried to inquired about how this happened - was he that bad that noone could call us to say goodbye when we just spoke to someone two days prior with concerns and was assured he was fine - we got no answers and no compassion what so ever. The person delivering the news sounded robotic, inconsiderate, and rushed me off the phone! Her only concern was where should the body go! We had been trying to call my father for a half hour before they “found” him so we don’t even know how long he was lying there - gone. We understand it’s an unprecedented time for all however, this is a father, grandfather and husband- a human life. These people should be ashamed of themselves for signing up for healthcare and not being able to deliver the CARE! Ican only speculate what happened however, due to my father slipping away more and more during each conversation, the things he would tell me, and the lack of communication from the employees, then the last phone call - it validated everything my father told me and I had witnessed. I hope when these employees lay their heads down at night, they think of their own loved ones and themselves - because someday this could be them.

Negative experience: Worse rehab , would not recommend to anyone. Unprofessanal, discharge was a disaster, no communication with family, while in facility unless family requested. Medication with discharge was not accurate and I had to go back to facility twice to correct their mistakes. When your loved one is having serious health issues the family certainly doesn't need all this added stress, really have to question the real level of correct care the patients are given

Fantastic experience: My mother received excellent care and loving attention. At 90, she had only one hospital stay other then having her five children so she was afraid. When she arrived to her room there were fresh cut flowers in a vase on her window sill and a care package with puzzles, earbuds, and other comfort gifts. She appreciated the kindness and humor of every CNA, therapist, and nurse. She said the food was excellent. She never waited to be helped when she used her call button. And her coffee was always nice and hot! My siblings and our children were always greeted by the front office staff with a smile and "enjoy your visit". Her transition home was seamless and she continued to receive excellent care at home.Thank you to all of the staff at Touch Points in Manchester.

Fantastic experience: Nice place for your love one

Negative experience: The nurses and care staff are great and know their job. The administration side of things are clueless, very unprofessional, do not communicate with the families, do not notify anyone of plan of care and if they do it is after the plan is in place without family input or consideration. Dealt with other rehab facilities that are far better than this one

Positive experience: I would check out the unit that your family member is going on. Ask patients and not the staff for their input, before you send them there.

Negative experience: Had the worst experience here with Sunny Kim. The whole thing was shady, unprofessional, it seemed like a scam. Sunny Kim was rude and nasty, I don't even know if she even works there. I can't believe anyone would hire anyone as rude as her. Whatever you do make sure you don't deal with Sunny Kim, stay away!!!! Coming from the customer service experience business, she is less than professional. The WORST EXPERIENCE WITH SUNNY KIM!!!!!!!!!!