Brookestone of Papillion

We recently toured Brookestone of Papillion while looking for placement options for my grandmother. Dillon conducted our tour and was absolutely wonderful. He was knowledgeable, kind, and answered all of our questions to the best of his ability. We truly appreciated the time and effort he put into showing us around. Unfortunately, our experience changed when we were introduced to Mindy at the end of the tour. She appeared unwilling to give us the time of day. After each question we asked, she would turn back to her computer as if we were interrupting or inconveniencing her. When we asked about the process of obtaining a private suite, we were told, “Those don’t come open very often,” without any follow-up questions about our timeline or needs. When we asked if there was a waitlist, we were told there isn’t one. We then asked how the process begins and were told our grandmother would need a referral — but there was no clarification on whether they initiate that process or if it needs to go through her PCP. We were also never asked about funding, even though we are self-pay. I respectfully pointed out that there may have been a more professional way to communicate if she was busy. She responded that she was with another patient. Had she simply said, “I’m so sorry, I’m with a patient right now. If you have a seat, I’ll be right with you,” that would have set a completely different tone. Additionally, she was visibly working in a patient’s chart in front of us, which raised concerns about privacy and professionalism. We left feeling disappointed and concerned. If this is how prospective residents and families are treated, it makes us question the experience of current residents. We even requested her supervisor’s contact information upon leaving. Dillon was great, but unfortunately our interaction with Mindy overshadowed what could have been a positive experience. I hope leadership takes this feedback seriously and provides additional training on professionalism a

Moving your parent to a skilled care facility is hard. We had to make that decision for both my father and father in law within months of each other. We knew they were both receiving exceptional care, but it was in my father’s passing that we truly learned that it is so much more than care, it is love. To see the tears and grief over the loss of a man whom they had to physically care for in every way, whom had only been in their care for 1 1/2 years, it was remarkable. It confirmed what we knew to be true. He was being provided great care. If you have to make that difficult decision to move your parent or loved one to a facility, I can’t recommend Brookestone enough, it’s not a “facility”, it is home. Thank you Brookestone.

My dad was approaching almost 4 years of skilled nursing at Papillion Manor/Brookestone of Papillion. I cannot express how much this place meant to us. When my dad was put on hospice, it was made incredibly clear how much the nurses and staff were affected - a few of our favorite aides even attended his funeral. I am so grateful for the care and love they treated my dad with and I am so grateful we chose them for my dad's journey. Thank you all.