Holly Heights Nursing Care Center - Denver, Colorado

Patricia Swanson

Unfortunately, my mother was a resident of Holly Heights Nursing Care Center and Rehabilitation from December, 2023 to December, 2024. She passed away on December 3, 2024. I believe the extremely poor quality of her life there, and the lack of medical attention shortened her life significantly.

During the first six months of her residency, she received subpar day-to-day care. She did have one CNA that she really liked, but she left when management changed. Complaints during this time period included being soiled for extended periods, slow response to the call button (upward of an hour), filthy living conditions, a mouse infestation, no emotional support and overall rude management that dismissed the family's concerns. My mother's vision greatly declined so it was hard for her to use a phone. We had to rely on staff to bring her a phone to have any type of communication. The staff was always so put out with this request, and would often hang up on family members. You were lucky if someone even answered the phone! It was hit or miss.

Fast forward to September, 2024. This is when my mother truly suffered and declined. Ownership changed, which included a whole new administrative staff. They also cut staff and wages for existing employees (which was relayed to me by one staff member). Mom suffered a stroke that sent her to the hospital. Unfortunately, the stroke was undiagnosed by the hospital. She should have had an MRI performed. While in the hospital, she was diagnosed with a urinary tract infection. This to me, is a result of her not receiving proper hygiene care from staff.

The biggest health concern, is that my mother was complaining of lower abdomen pain. This was ignored by the staff, doctor and social worker that got involved due to the family constantly asking for help. Because the facility refused to have additional testing done, the family had to go outside of the facility for further testing. As a result of a CT Scan, it was recommended that a colonoscopy be performed. By the time we got the clearance for this procedure from the Cardiologist, it was too late. We waited 8 months for this health condition to be addressed by the facility. My mother was just too weak for the procedure. I believe she had a serious health condition, as this was a hereditary condition that we were concerned about.

The food menu changed dramatically once ownership changed. Many food items were discontinued, and food quality was so bad. Many residents complained of how awful the food is. How do I know this? Well, because many residents shared this with me. The food was so bad, that my mother had no desire to eat.
Also, due to her stroke, she was unable to properly feed herself. The food was just dropped on her table. She had to fend for herself, and it was a real struggle for her. Every time family visited my Mother, we consistently had to clean off the food that was slopped on her chest, bedding and the floor. She was not able to hold a cup without spilling the contents all over herself and floor. We eventually purchased a non-spill cup for her.

My mother was severely depressed in this facility and declined quickly as a result of living conditions and lack of empathy from the staff. The activity director only visited my mother one time (toward end of life). My mother's existence consisted of laying in bed all day, with headphones attached, listening to the same TV program over and over again. Unfortunately, I was out of state, so my visits were not as frequent as I'd like. They did become more frequent once I learned of the appalling living conditions. When I did visit, I was shocked, deeply saddened at what my poor mother succumbed to. She felt helpless and just checked out emotionally.

*This review is continued under the name J Dingo. This is just Part one. Google does not allow more than 4,000 characters.*

Michelle Zelinger

I have been a volunteer novel group reader for Holly Heights for over 6 years. I came there when a friend of mine needed their services. I have witnessed the most lovely and caring staff here, better than most high $ facilities from my experiences! After my friends passing; I missed coming. So, I created this group reading program to get my happy positive fix, helping guests and making new relationships with both the staff and guest living and working there.

Beatrice Gauthier

If I could give zero stars I certainly would. My other recently passed away at the end of August and I called Holly Heights to let them know in September. I was very close with my mom as I am an only child and lost my dad 17 years ago. I have had a very hard time dealing with her death and an even harder time packing her things up.
Anyway, I called a few times being transferred to my mom's old nurse, asking what the procedure was for collecting her belongings. They informed me both in September and October that her belongings were still in her room and that I could come and pack them when I was ready. But i asked if they could please pack her things for me because it was too hard emotionally for me as I had just packed her entire home and it was such an emotional roller coaster for me, I just knew I couldn't do it again so quickly. Then I called twice in November to pick up her belongings because they told me someone had packed them up and put them in laundry for holding. No one returned my calls so I called a final time on 11/26 only to be told that they "disposed'' of my mother's belongings. That it is policy to only hold items for 30 days and no one claimed them. I told them that was a lie and that I had been in contact with their office. I also told them no one called me and I should have been notified before they took it upon themselves to throw out my mom's belongings like trash. They are adamant that they called me but will not give me the phone number that they called, who they spoke to or who from their office it was that called.
I know for a fact that they did not call me, after my mom passed they have never called me, not even to offer their condolences. My mom didn't have a lot but those were her things, she had little trinkets that I wanted to keep. The clothes she wore every day that smelled like her and little crafts that she made. Those things were worth more than all the money in the world to me and they just threw them out like she was garbage! I am so hurt and heartbroken and furious!!!
I asked for the director to call me back but as you can guess, radio silence from them. Maybe if I hire an attorney that will get their attention. I am going to file a formal complaint for their conduct to this matter. I told them that I hope they are given the courtesy of a phone call to pick up their mother's belongings when she passes and aren't treated like trash.

Camille J (Camille J)

I want to give the biggest thank you to Holly Heights. My dad was admitted here for rehab after a fall and was here for a little over a month. Before coming to Holly Heights, my dad’s strength declined significantly in the hospital as they wouldn’t let him get out of bed since he was a fall risk. It was hard to see my dad’s health and strength decline during this time and we didn’t know what to expect at any nursing home/rehab facilities. But Holly Heights was the blessing we needed. Thank you to your entire staff for what you’ve done with my dad! Soon after transfering to Holly Heights he was happy again and hopeful and regained energy/positivity to get his strength back to even better than normal. From the nurses, CNAs and entire therapy team, they all made a huge impact on him and our family. I can’t say thank you enough. I will always recommend Holly Heights to our family and friends or anyone looking for a rehab facility for their loved ones.

My mom and I were in the facility every day with him. I saw the care he received, the amount of activities they do for the residents everyday, the amount of therapy he received during his stay, and we were able to attend the holiday party with residents and their families, and just seeing the entire staff being a helping hand for the residents is amazing.

Thank you to everyone at Holly Heights for the love and care you gave my dad and our family. We will always hold you all close to our hearts!

J Dingo

This is part 2 of the previous review from Patricia Swanson.

All of the above was reported to the facility, Ombudsman, Colorado Health Department and Adult Protective Services. An inspection was completed by the Health Department 1 1/2 months from my initial complaint. This was just too late. The facility was fully aware of pending inspections from various agencies, so they were able to portray a false impression of what normal conditions are really like because of the heads up. It should be noted, that the staff often blamed my mother the lack of her care. So, let's blame a stroke victim for her declining care? It's just easier for them this way I guess. She did this because she dreaded interacting with many employees, especially the social worker and the new management team. Her concerns fell on deaf ears. This is so shameful and inexcusable!

Sadly, new management (director and nursing director) were not accountable in any way for the lack of care for my mother. I was told that weekly communication with the family was a courtesy only and should not be expected, and that they had lives outside of work. Yep, that's what we were told on a phone conference.

If you are considering Holly Heights for the care of your loved one, please make sure to visit the facility, talk to residents, check the outside and behind the building. It's disgraceful. There are stacks and stacks of old beds and furniture!

Check the most recent inspections of the facility by visiting medicare.gov. Also, check reviews on other websites.

There is so much more that I could mention, but I would be writing a book. Everything I have mentioned has been witnessed, documented and video taped.

My mother begged me to not let her pass away in this facility. It was by the grace of God that we were able to get her moved to a hospice facility of our choice within literal minutes of her passing so that did not happen in this horrible place! Now, I will continue to tell others about my Mom's experience. She deserved so much better!

Zipporah Kofford

We had a wonderful experience with Holly Heights and I want to thank everyone there for the loving care that they provided to my father. He was there only a month and passed this past week. All of the nurses, aids, and other staff were so patient with him and kind to him and made sure he had everything he needed and wanted. I felt like they were all a friend to him. Every time I visited, they were kind to me and very informative as to what was going on with his care. If anything changed with his condition, they always called us to let us know. We were grateful that they called us when they did because he went from walking around and laughing to his final stages in life very quickly and we might not have been there had they not called right away. I'm so grateful for that! The day he passed, a few of them came in to say goodbye and they brought a cart full of water and snacks for all of us who had been there for a few hours, which was very thoughtful. Thank you everyone there for providing such loving care to my dad (Ralph). We are so grateful!

Natasha Salazar

DESERVES A ZERO
They have a Nurse Stacy whom almost caused my grandma to die due to lack of caring or listening my grandma told her she couldn't breath lied and said the dr would be in that day Which dr is only there on mondays , she asked for a ambulance and prolonged it because Her words that's alot of paperwork for nothing got my grandma to porters and she had fluid in her lungs and if not seen would have died. We have filed a complaint for lack of staff lack of beds there was people sleeping in recliners in the dining hall, two too a room the size way to small with no ac. Social worker should be fired for being rude to family and even more rude when you suggest getting took to hospital. Very disappointed. We have filed a complaint with the state and contacted someone for elderly abuse and plan on hiring a lawyer.

Kathryn Harris

Holly Heights has always been one of the better care facilities I've been to. However, I have to give a personal shout-out to one of the most AMAZING lovely CNA's at this facility!
Lucila is AWESOME! She is the fave of care for patients. You can tell she does what she doesn't because she loves it. I got the Wonderful opportunity of meeting her on a transport with a patient, as I work for MetroCare Ambulance. She is very conversational with her patients and shows real life care and concern. If all these facilities were blessed to have a Lucila, they would all be a better place.