The Pavilion at Sunny Hills - Fullerton, California

Pauline R.

My father was at Pavilion until he went to heaven to be with God. He always wore a baseball cap that had "God is my Boss" on it. His faith was strong. Pavilion staff made him comfortable as I was with my father 24 x 7 except for picking up meals to have in his room, showers, or having meals with family. Jose, his day nurse for most of the week, knew I did not want my father to be alone when he passed. The day he went to heaven, I happened to be across the street having lunch with my sister when we got the call that he was passing. We were just served our lunch. We quickly paid and asked that they pack up our lunch for a later pick up and we ran to try to make it in time. As we reached the entrance to Pavilion we received a call that he had passed. Of all things, we did not want him to be alone. When Jose saw me he said that my father was not alone. Monique, May, and Jose were with him when he went to heaven. This was comforting for my family to know he was not alone. Thank you to the caring nurses for being their for my father and family.

Denette M.

My Mom lived here for a little over a year. Elena was her certified nurse assistant. She was warm, caring and kind. My Mom also had dementia and Elena was extremely patient with her and understood the needs of dementia. I highly recommend Pavilions and especially Elena. All the care you would want for a loved one was embodied, in her.

Kyle S.

Shout out to everyone at The Pavilion at Sunny Hills. My mom broke her femur and needed rehab after a brief stay at St Jude. We looked at numerous Rehab facilities in the area and decided The Pavilion was our top choice. We were told it was full, but with help from Carlos and John we got mom in. The admin staff here are phenomenal. We had no idea what we were doing, but Carlos, Eve, Mariana, G, and others (I'm sure I'm forgetting) we felt welcomeand got all our questions answered.
The nurses or aides were awesome. There were numerous great aides (with 24/7 care) that really stood out. Some that we really owe a great deal of gratitude to for taking care of mom are Maria, Ryan, Ronnie, Moises, Cecilia, and Hannah. We/she could not have done it without you guys, THANK YOU!
It was a bumpy road getting mom well enough to go home, but the nurses helped make us as comfortable as possible under the circumstances. The day to day care, rehab, PT, OT, bathroom needs, medications, were all handled by these wonderful people along with many others. The nurses even helped us celebrate Mom's bday in the facilities activity room. The only con would be the food, sometimes it was below average, but it sufficed with as many beds as they have.
There is no doubt that if asked, we as a family would definitely recommend The Pavilion at Sunny Hills.

Tamara S.

My 90 year old mother was admitted to Pavilions for rehab after hip replacement surgery with coverage provided by a Kaiser Permanente Medicare Advantage plan. Prior to her fall, she lived independently and had no health problems. While the nursing staff and caregivers were great (according to mom) the staff we - her family - had to deal with, when we could get them to even return calls, was not.
Our first contact with a caseworker - Robyn - was when she walked into mom's room on a Friday evening 1/10 and asked if she'd be ready to leave in 2 days = 2 weeks after surgery. Starting 1/10, PT notes on the Dr reports began saying mom was "uncooperative" "self-limiting" and even "refused therapy" on Sunday when there is no PT... perhaps this is per Kaiser instruction to provide an excuse to deny further skilled nursing coverage after 20 days.
In contrast, when family members were present at actual physical therapy sessions (difficult since we were told there were no set times scheduled), therapists commented on how cooperative mom was and how hard she tried.
When a family member tried to reach Robyn after that first visit to be designated as info contact, we were told the caseworker was Angelika and she would call back. A week and a half later, we finally learned that Angelika had been out that previous week...including the period when several Dr. progress reports indicated the caseworker was "in discussion with the family" regarding care plan. We have no idea if someone was covering for Angelika but no Pavilion caseworker returned our calls or contacted the family during that week so the Dr.s notes are puzzling. On Thursday, 1/16, a caseworker (not sure who) brought mom papers to sign for her discharge, scheduled for 1/21...again, without anyone speaking to family members about her progress, care plan, etc.
Included with the full discharge papers sent to family on 1/20 were all the admissions documents, including patient rights statement, we should have received 20 days earlier. The very delayed admissions documents included a voluntary arbitration agreement plus other forms with blank and incomplete sections. The Pavilion's staffer who sent them suggested in her email that we give her authorization to sign them all for us. No.
Because mom was not at a point in her recovery to go home (24/7 care required per discharge papers), the family chose to have her stay as a private out-of-pocket patient beginning 1/21 through the end of January so we could arrange for continued care somewhere else.
Immediately, we had numerous communications from the business office demanding payment within hours...while we STILL had not heard from Angelika or whichever caseworker was covering for her. As we attempted to establish cost for private patient care, we were bounced around to several different people who each gave us differing amounts; for example, for continuing physical and occupational therapy. The contact at the business office gave us a new name for a case manager, Sheila, who also did not return several phone messages left over the next few days.

There is, of course, much much more and I could go on and on about the unresponsiveness and poor communication from Pavilion as family tried to get current medical/progress information and make plans regarding mom's care and post-discharge. I honestly don't know how elderly patients who are in pain and/or recovering from surgery and don't have several tenacious family members advocating would be able to deal with all this.
Perhaps patients with insurance coverage other than a Kaiser Permanent Medicare Advantage plan would have a different experience. Again, while the nursing and hands-on staff seemed very good, our overall experience was quite negative.

Michael D.

Recently, I took a tumble in my house in which I broke my left hip. After surgery to repair the damage, I was transferred to "The Pavilion at Sunny Hills" to start on the road to recovery. This is a fantastic place for recovery. It features three stories of semi-private rooms and private rooms. The semiprivate rooms are designed for two guests. Each guest shares the included amenities such as bathroom and shower facilities. A 42” TV is supplied to each guest but don’t get too overly excited as the channel selection leaves a bit to be desired. During my stay, I was able to get caught up on many hours of Gunsmoke, Wagon Train and a few other old TV series.
I was very fortunate that my insurance company covered the private room and there was one available. The private rooms had the same amenities as the semiprivate, but also included a computer desk and apartment size refrigerator. Wi-Fi is available throughout the facility. A dresser and wardrobe were also added so that you can organize your clothing and such. I truly enjoyed the private room. It meant that I did not disturb another guest with any of my habits. I had a semi-decent view out the window. Directly outside the window was the facility parking lot and just beyond that were the rolling green hills (at least green for this time of year) of Fullerton. The food was delivered three times a day and for the most part was tasty. A couple of times I didn't care for what they brought in, but that is to be expected when the cooking staff has such a large variety of guests to prepare meals for. The portions were adequate, and I was even asked whether or not I would like to have larger portions.
The guests are offered a variety of daily activities. These activities range from bingo, movies, trivia and church services just to mention a few. During my stay we were treated to a Thanksgiving Day dinner. The staff did a fantastic job with the entire program.
I left the best for the last. The best part of my stay at The Pavilion was the staff. Everyone was very friendly, helpful and knowledgeable. Every time you passed a member of the staff you were greeted with a smile and a warm "Hello". Response times from activating your call button and having someone show up was great! Wait times were very short, even during the busy times (meals, shift change, etc.). The safety of each and every guest is of the highest priority. My Physical Therapy (PT) and Occupational Therapy (OT) started out with the walk down to one of the two fitness centers. My therapists expressed great concern for my performance and always had an encouraging word to motivate me on.
To summarize, The Pavilion at Sunny Hills is an excellent rehab/recovery facility. The personnel are of the highest standard, the facilities are very nice and your stay will be comfortable while on the road to recovery.

JAMES C.

Tv was broken and not repaired or replaced on the 3rd floor door several days. And only repaired after I insisted for it to be repaired so that my father would dementia who is becoming anxious with then be distracted.

CNA, therapist staff and case manager were very pleasant. The front receptionist is great, and the coffee machine/hot cocoa machine in the front as a hit with everyone that walks by it.

Whatever processes in place to have each restroom cleaned after someone has an accident or urinates on the floor is not effective. One of the rooms had a patient urinate all over the floor and someone put up a no slip sign, but was not cleaned up within an hour. This means that people walk through it and then it would then travel into the hallways and potentially other bedrooms. Put a better process in place, this is unacceptable.

Lori R.

A very clean and festive environment. The staff was phenomenal especially her CNA Maria on the third floor. My mother said she wouldn’t have a problem ever going back to this location if ever needed. Thank you so much for all your staff and caring so much and making it a great place to be even though the circumstances.

Vaness H.

Pavilion is a great Rehab place. The people are friendly; they care and listen to patients needs. The facility is clean and the ambience is uplifting and bright. Gayathri is the director; she exemplifies a great leader. I always find her cheerful and hear out her staff when they talk to her. I saw her personally working with patients.

Kyle and Magaly are awesome OT and PT! My mom cannot thank them enough for the therapies and training they had taught her. She says it's because of them that she's able to recover fast and walk again so soon after a fractured hip. Thank Magaly and Kyle!

Elena was a wonderful CNA as well as Mercy and Victoria who were admirable in ensuring my mom had clean beddings after a shower.

Pavilion also allows a family member to stay overnight with our loved ones. Thank you Pavilion for such a wonderful stay!