SURPRISE HEALTH AND REHABILITATION CENTER

My family member was admitted to Surprise Health & Rehabilitation Center on November 20, 2025. Just 12 days later, on December 1, 2025, she suffered a full-blown seizure in the hallway while in her wheelchair. I screamed for help at the top of my lungs while multiple staff members looked directly at us. It took approximately 8 minutes for anyone to come help. I was the only person physically holding her in the chair to keep her from falling and hitting her head. She was rushed to the hospital by ambulance. In those same 12 days we had already filed a formal written grievance about: • No feeding assistance (despite written promises from management) • Being seated directly across from coughing residents (she quickly developed respiratory symptoms) • Blank care-plan whiteboard • Meaningless “2-hour checks” None of the promised fixes were ever made. Tonight the hospital is discharging her back to the exact same facility. I am terrified for her safety. This is supposed to be a Medicare-certified building. No family should ever experience this level of neglect in less than two weeks.

To the entire team at Suprise Rehabilitation medical facility. I want to take a moment to express my deepest appreciation for every one of you, your kindness your warmth your healing presence have carried me through one of the most difficult chapters of my life.There are words that heal what hands cannot and each of you has spoken those words into my life when I needed it the most. Front desk team; Jaalaiyah, Jonee and Taria- Thank you for greeting me each day with patience and compassion your smiles and gentle understanding set the tone for healing before I even walked past you. Nurses: Kelly, Tonya, Andrea and Felicia - Your care has meant more to me than I could fully Express during my hardest moments you saw me, supported me, and remind me that I mattered. The comfort you gave me during the 6 weeks I was here lifted my spirits when everything felt heavy, you are the heartbeat of this facility. Nurses Aids: Ziena- your dedication and attentiveness never went unnoticed thank you for the dignity and kindness you showed me in every interaction. Laundry: Heather -thank you for the pride you take in your work and the comfort you bring through something as simple but essential as clean character clothing and linens it matters more than many realize. Management team; To the entire management team thank you for going above and beyond when my world seemed to fall apart you found a place for me when I had nowhere to go even after being away from the program I came from for past 6 weeks. Your willingness to step in during a vulnerable moment change everything for me. To all of you, I want you to know how deeply your work impacts lives. Mine is one of them, I felt cared for not just in body, but in mind and Spirit. this is a rare place, one I would trust to take care of anyone I love!! I would be crazy not to refer someone here because I know without question, that they would be treated with the same compassion, dignity and dedication that you showed me. thank you for being the reason this Medical Rehabilitation Facility runs the way it does you are the difference!! you are the healing, and I'm truly sincerely grateful thank you. Michael Taflinger

Nurses did great job. I want to call out few people who I thought went beyond there duties. Star the night nurse. Star the activities coordinator. Sweet and kind person. Also RN. Todd thank you so much Todd. RN. Kathy day shift, thank you Kathy for kindness and listening. RN. Touyin night shift. Great job and hope you received the picture I left for you. Unit manager listened and took care of my needs. I wish I could remember more people's names. RNA who always made sure I got ginger ale. Thank you all, including sanitation employees. Food is the thing I wish was a little better. God bless you all, thank you. Steven Veinote

Employees were exceptional. Special and outstanding was Paige.great attitude and work expertise. Always had a smile. Also want to recognize Mary Josh Vericona Todd Cathy and many more!!! THANK You team at Surprise Health and REHABILITATION. JERRY Vaillancourt.

My elderly mother had to stay for awhile. The PT staff was the best! Kind, caring and helpful. Listened to us. The entire facility was clean. Staff was attentive and caring. This facility made a very uncomfortable situation. Comfortable. They were great to us. We greatly appreciate them.