Serrano Convalescent North

Pros

• Rally attempted to help by arranging the release of the father's medical records.
• Rally stated that the information would be sent by Friday once the doctor's signature was obtained.
• The reviewer demonstrated persistence by visiting in person and presenting proof of emails.
• The staff showed a willingness to assist the requester in obtaining the necessary documents.

Cons

• The service was horrible.
• There was no confirmation after the medical record request was submitted by email.
• Rally did not receive any of the emails, despite two being sent and proof provided.
• Rally promised to send the records by Friday, but nothing was sent; only a doctor's signature was needed.
• Josefin said there was no one available to help, with no manager, no supervisor, and no medical records staff, and suggested they might be on lunch or left for the day.

Review

A troubling account emerges from a family trying to obtain a medical record for a father who had formerly stayed at the facility. The process began with a simple request over the phone on a Monday, but what followed quickly devolved into a series of miscommunications and unfulfilled assurances that left the caller frustrated and searching for answers. The initial instruction from staff was to submit the request via email, a directive that the caller followed. Yet, what should have been a straightforward transaction instead became a drawn-out problem marked by silence and delays.

After sending two emails and receiving no acknowledgment, the person seeking the records chose to take action in person. They went to the facility to speak with someone in medical records, specifically a staff member named Rally. The encounter was notably tense because Rally claimed she had not received any emails, despite the caller presenting proof of the two emails that had been sent. This contradiction highlighted a breakdown in the communication loop: emails were sent, but not acknowledged, and the recipient claimed they never arrived. The discrepancy left the caller feeling unheard and uncertain about where the fault lay - whether it was on the sending end, the receiving end, or somewhere in between.

Rally acknowledged the situation and offered a temporary path forward: she would provide the necessary information about the dad, but only after obtaining a signature from a doctor. She told the caller that the records would be sent by Friday. On the surface, this sounded like a concrete timeline and a hopeful resolution. However, that promise did not translate into action. The anticipated delivery by Friday never materialized, and the caller was left without the requested medical records, the sense of accountability only compounding the frustration.

Seeking clarity, the caller picked up the phone again and reached a different staff member, Josefin. This interaction revealed a new layer of concern: Josefin informed them that no one was available to assist, including a manager, a supervisor, or anyone from medical records. The response suggested a broader issue with coverage and accessibility within the office. The caller asked for guidance on who would be available to help, but Josefin could not confirm staffing or availability beyond noting that lunchtime hours might have affected coverage. The implication was that even during business hours, there was a sense of ompted support, with staff seemingly unable or unwilling to engage in the queue for assistance.

Taken together, the sequence paints a picture of inconsistent communication and uncertain service. The initial instruction to email a request was not reinforced with a reliable confirmation system, leaving the caller in a vacuum of silence after submission. When in-person outreach occurred, a staff member claimed not to have received the correspondence, despite evidence to the contrary. The promise of a follow-up to be delivered by a specific deadline added a layer of expectation that only deepened the later disappointment when no records appeared. And when the caller attempted to escalate or at least seek a reliable point of contact, the response suggested gaps in staff coverage and accountability, with claims that no one, including leadership, was available to assist.

This experience leaves a lasting impression of service that feels uncoordinated and lacking in dependable processes. The combination of miscommunication about email receipt, unfulfilled promises of timely delivery, and the perception of inadequate staffing or access to leadership creates a pattern that can undermine trust and confidence in the facility's ability to fulfill basic requests for important records. For anyone trying to navigate similar needs in the future, the episode underscores the importance of transparent confirmation of received requests, consistent follow-through on promised timelines, and reliable availability of staff who can provide guidance and accountability when issues arise.

This part of Los Angeles, California, offers a convenient and diverse range of amenities that could be appealing for seniors looking to settle in the area. With multiple pharmacies such as Walgreens, Rite Aid, Vons Pharmacy, and CVS Pharmacy nearby, access to medication and healthcare services is easily accessible. There are also various dining options including Chick-Fil-A, Taco Bell, and Del Taco for convenient meal choices. In terms of entertainment, there are several theaters like TCL Chinese Theatre and AMC The Grove 14 for those who enjoy movies. Additionally, the abundance of cafes like Lamill Coffee Boutique and Starbucks Reserve provide cozy spaces for socializing or enjoying a quiet cup of coffee. For outdoor enthusiasts, parks like Runyon Canyon Park and Lake Hollywood Park offer opportunities for relaxation and exercise. Overall, this part of Los Angeles provides a well-rounded living environment with ample resources and activities to support a comfortable senior lifestyle.

Pharmacies

• Walgreens (0.2 miles)
• Mary Jane's Melrose Holistic (0.8 miles)
• Rite Aid (0.9 miles)
• Rite Aid (0.9 miles)
• Vons Pharmacy (1.1 miles)
• CVS Pharmacy (1.3 miles)
• CVS Pharmacy (1.4 miles)

Restaurants

• Chick-Fil-A (0.4 miles)
• Taco Bell (1.1 miles)
• Del Taco (1.3 miles)
• Chick-Fil-A (1.8 miles)
• In-N-Out Burger (2 miles)
• McDonald's (2.1 miles)
• BCD Tofu House (2.3 miles)

Theaters

• TCL Chinese Theatre (2 miles)
• AMC The Grove 14 (3.3 miles)
• Universal Cinema AMC at CityWalk Hollywood (3.9 miles)
• Regal LA Live & 4DX (4.1 miles)
• Alamo Drafthouse Downtown (4.3 miles)
• AMC The Americana at Brand 18 (4.4 miles)

Cafes

• Lamill Coffee Boutique (2.2 miles)
• Starbucks Reserve (2.7 miles)
• Starbucks (2.8 miles)
• Proof Bakery (3 miles)
• Verve Coffee Roasters (3.7 miles)
• Alfred Coffee & Kitchen (3.9 miles)
• Joan's on Third (4 miles)

Parks

• Runyon Canyon Park (2.5 miles)
• Hollywood Bowl Overlook (2.5 miles)
• Plummer Park (2.5 miles)
• Lake Hollywood Park (2.5 miles)
• Lake Hollywood Reservoir (2.6 miles)
• Echo Park at the Lotus Festival (3 miles)
• Pan Pacific Park (3.1 miles)

Transportation

• Universal City Metro Station (4.4 miles)
• Union Station (4.9 miles)

Hospitals

• Providence St Joseph Medical Center (4.4 miles)