AgeWell Solvere

Service is bad

Director of Sales and marketing, needs to be more familiar with her job and facility. The initial process of arranging for my Father to be admitted, was not clear and had various problems. She was off property when I needed her direction and advice the most, and would not return an important call till after she was back, 3 days. Promised mobile pendant communication, in house, but found out later it was not available. Fair to poor follow-up in the new resident process, after deposit and rent was paid. Accommodations and food are fair to good, according to my Father.

The food is somewhat bland. We realize they are trying to cater to a large group with varying diets and they do provide spice alternatives but wish there were some items with some flavor. Other than that everyone is nice, attentive and always supportive without being pushy or aggressive.

My parent has Alzheimer's and was stayed in the memory care facility here for a little over a year. I looked into many facilities and this one stood out from the others. However after time, the level of care declined to where I was concerned for my parent. I can not say for certain what the cause was however I can tell you that I am not impressed with the new director that took over in 2014. I spoke with her to give her a chance to address some of my concerns with my parents's care and she suggested I give her two weeks to resolve them and she would follow up with me. That time and more passed and nothing changed and she never got back to me. It was not until weeks later when I gave notice he was leaving, she was very responsive. There are some great people working there. The activities director is spectacular. Many of the nursing assistants are incredible, however there seems to be some favoritism under the nurse manager and staff is encouraged to be neglectful and lazy if you are in inner circle of hers so that work is easier for them. Ironically, it is the nursing assistants outside the head nurse's inner circle that truly care about and take care of the residents. Some of the concerns I had were that they would not do things unless I asked, such as trimming nails that were close to becoming infected, shaving, showers where rarely given and often it was obvious that my parent had been in the same clothes for multiple days. Stains and messes in the apt floor were never mopped. This facility is new and they have a great customer facing marketing team. However this facility is all looks and no better and perhaps worse than many others and costs much more. In summary, I feel it would be dangerous to leave a loved one under the care of this facility unless you make frequent visits and constantly request and remind these people to do their job.

Liked: Clean in common areas. Activities are plentiful. Restaurant had friendly staff and good resident interaction. Disliked: Communication in general lacking. Resident care was poor.

Since my mom moved last [date removed], things have gone downhill quickly. It trickles from the top, with poor management. Many staff have quit, which of course impacts the care of the residents. The elevators are continuously breaking down and residents often have to eat in their rooms, and/or have gotten stuck downstairs and had to call the fire department to help them get back to their rooms. The worst complaint from my mom is the food. It is cooked over in independent living and brought over. It is often cold, not cooked properly or bland. They also have run out of food, and have limited options. If we knew all of this, my mom never would have moved here and we are contemplating moving her.

This is a very nice facility and probably would be OK for somebody not in the last stage of dementia. We did not realize exactly how much care my mom was requiring so we did not even last two weeks. We had to take her to a place that had More of a home setting with more care givers to help.

It's okay place but just be careful on what you sign is that I'm a single person and it's hard for me to do what I did but I it's a good place to be for anyone that wants to be there the staff is okay I highly recommend that you check it out and think for yourself what you want to do in reality the location it's the best place you could go so I highly recommend that you check it out and think for what you want to do with your loved one

I been a resident here here over 5 years with the constant change , I see no better difference, the food is horrible , they should of kept that other big European chef they had before he was very good pleasant and would do events outside and dance with us residents , the old activities ladies was amazing as well as the sales team but the place does loook Well But we are paying so much don’t know how long I’ll be there if they keep Increasing are rent so high , I go live the new renovated spaces it’s very welcoming

Did not follow through with things that were promised 3 years ago with regard to providing an ambassador to help mom make the transition from her home. Recently she was moved to assisted living and her care plan was not being followed with regard to showers, laundry, and timely medication dispensing. After two months in assisted she was very quickly moved to memory care and I am not sure that move needed to be made. The family had no say in that move and now she is fearful as she is in a setting with folks who are catatonic while she is still very vibrant, even though she has some aphasia. There is a lack of cleaning the facility, no stimulating activities, and many staff who just don't seem to care. We are exploring other options.

We were provided information about the facility that have not taken place such as daily activities and laundry services. Supervision of patients when they are not in their room is questionable. Feces was found on the floor outside of [name removed] room and a patient was also found on the floor outside his room during one of our visits. Wet and soiled laundry have been left in the bathroom sink. There is suppose to be a doctor available but we have not received information that [name removed] has received a visit. The meals do not appear appealing.

Fine

Based on the experience we have had so far we can say on the categories that received a rating below 4 - those are the areas they could improve on - so the overall experience, care services and value for cost.

We recently moved my mother from The Pavilion. On the day we moved her out, we discovered 3 pair of her pants (new within the past 8 months) were missing. The director for the Pavilion said they would look, then told me they would reimburse (I have the receipts.), then told me since Mom no longer had an account they would figure out how to reimburse, and then I was told they could not reimburse because the receipts were from 2022. During the 17 months my mother was in Valeo (Memory Care), they went through 4 directors and were understaffed the entire time at their own admission. Their circumstances should never be an excuse for poor care, poor maintenance (leaking HVAC unit in more than one room) and poor resident support. I would never recommend The Pavilion under this current ownership and leadership. We are glad that we have learned there are better alternatives and fortunately have found a facility that is well managed, has caring staff, and low turnover.

There were wonderful experiences, but sometimes my loved one did not receive meds. There was an incident, where my loved one was not fed. The food, and activities were great. They need to know what the agreed upon deliverables are.

The woman who I worked with was fabulous, out of the many places I toured she was the best out of them all by far. Unfortunately, I went for a second tour and was not impressed. The décor was old, the dining facility felt cramped, and the room sizes were extremely small with no kitchenette.

I put my mom in Poet's Walk right before COVID and took her out in August of 2022. The place really looked good when we initially put mom in the facility. They had entertainment two times a week and it appeared as though it was a nice large facility that mom could have the room to move around. Once we were allowed back in the facility after COVID, I became aware that they were not taking care of my mom. The Staff lacked the experience, often did not put mom's dentures in her mouth, sometimes it looked like they were not bathing her because of her greasy hair, did not often dress her appropriately for the weather, and they allowed moms drinks to run down her top as she was having a harder time eating. When I took my mom out of this facility, it took over 45 work days to get my money returned. Corporate also would not return my phone calls when I was trying to get my money back. There was a huge turnover of employees and the facility got rid of key people.

Poet's Walk Cedar Park was okay. I didn't like that they kept everybody in one room all day long. I don't think it's good to mix people at different stages of dementia into one singular group all the time.

The community wasn't as friendly on the tour as we expected them to be.

Our family had an in person tour experience and it was just to small of a community. It did not have the right facility or amenities for our loved one.