AgeWell Solvere

The community was a very nice community. It is clean and very well maintained. Each building only has like 10-15 residents in it and each building has its own dining area so it makes dining more personal. They had really nice grounds and nice gardens to sit outside. The community itself was actually really nice the issues are with the care services they provide. They identify themselves as an Alzheimer’s/Memory care unit but when they actually have to deal with a dementia patient seems like they do not put too much effort into taking care of the situation. They seem to just call for outside services to handle it that then you will have to pay for. They will either call emergency services or bring in a nurse to care for your loved one. It seems like the staff is just inexperienced with dealing with these issues.

The Retreat just did not meet our expectations, we do think they need to improve on having a better mechanism for notifying families what exactly is going on.

My mother who lived in Beach House Memory Care for eleven months had a very unfortunate experience with this facility. Prior to COVID, I visited daily to make sure she was being cared for. On [date removed] VITAS Hospice confirmed that Mom was not allowed out of bed and was no longer provided meals because “she took too long to eat”. I immediately initiated a change in Hospice facilities and had her evaluated and moved to a Hospice House. My 4’11” Mom weighed 60 lbs, was extremely dehydrated and had extensive gangrene on both feet, bed sores on her backside and her teeth were rotted to the point of falling out. Mom died on [date removed]. Beach House never notified me that Mom was near death or that she was not allowed out of bed, & not being fed, however Executive Director, [name removed]verbally gave me 45 days from [date removed] to move Mom to a nursing home, as Mom could no longer “stand & pivot” and they could no longer care for her. BH staff was unaware that her pressure sores that began in [date removed] had progressed to gangrene. They are also refusing to refund rents paid but not earned, after her death. I could provide further details of incompetence but choose to end my review here.

One of my parents has been in PW since last Spring. It started out good, but now I'm really concerned that they have too many residents for the amount of direct care staff (CNA, MA,LVN, RN). Pros: 1. They have some really good, compassionate care givers and LVNs 2. They have some sweet ladies that do activities with them. I have NO idea what the director of activities does--she is rarely with the residents, just her staff interacts with the residents. 3. Its all hands on deck when meals are served 4. Nice variety of foods and its prepared well--I do think they should ask the resident what they'd like to eat though. Cons: 1. Top-heavy (I see 9 administrators and their booklet states this) Not too sure what the administrative staff does. It would be nice if there were fewer administrators and more direct care givers. On 1/22/19 there were 42 residents and during the day and evening there were 4 "care partners" + 1 med aide and 1 wellness nurse, overnight there were 3 "care partners" + 1 wellness nurse. What this means is at bed time there is 1 care partner for every 10 residents to help get them ready for bed. Most times you wait for help. 2. They have a bus, but it is rarely used to take the residents on outings. I know of 2 outings my family member attended, now they've stopped the outings. 3. In the evenings you'll find several residents (one night I counted 9) in the common areas without ANY supervision. 4. Upon putting a camera in the room, we discovered showers were only 1 time a week and transfers were sometimes with only 1 caregiver. The RN writes the care plan based on the level of care needed. In our case, my family member's care plan stated: 3 showers a week, 2 person transfer, etc. We pay for "extended care" costing an extra $700/month. Funny, now we have the help of Hospice Austin (great group) and they provide almost 6 additional hours of care/week (2 caregivers to shower 3x/wk, RN, SW/pastoral care every 2 weeks. I asked if the extended care charge would be reduced and PW said "No". 5. No simple hygiene. Finally, they are now wiping the residents hands before meals. 6. No oral care. Sometimes all the resident needs is their toothbrush prepared, handed to them, and cued. 7. At meals some of the men could use second helpings or at least offered. Their portions are getting smaller. I would say if you put a loved one in ANY community, stay on top of their care and put a camera in their room. You can complain to the management and corporate, but nothing really changes. I hope people read the reviews and the reviews encourage management to make improvements. PW has some really good direct caregivers and some LVNs and Med aides. They need to be compensated well and more need to be hired.

Positives first: The building is nice looking and is kept clean. There are some friendly people working here. Negatives: Unfortunately there are not enough people to accommodate the residents. It seems the nursing staff is the most short - and their patience has worn thin and attitudes are sometimes rotten. Care is slipping and there are unaddressed maintenance and cleanliness issues in the residents' rooms. Unless you are visiting your loved one super often and watch them and get after them, things are not getting done. One time in the dining room, I watched the staff bring out one solitary hamburger at a time to the residents who had already been sitting and waiting for more than an hour for their dinner. A woman started yelling because it was taking too long and I think everyone else felt like that too. It's not what is advertised. They need to shape up.

We went on a tour, but it was very, very depressing. I couldn't wait to get out of there. I cancelled my tour at the other Homewood because this one was so bad.

Would NOT recommend. Do not trust this place with a loved one.They quoted $[removed]/day for adult daycare by text and again in person during paperwork. Later that day they said it was a “mistake” and the rate is $[removed]. I asked them to honor the confirmed price. They admitted the error, said they would check with corporate, and promised to follow up.Over two weeks later: no call, no email. Staff stopped responding. Four messages to corporate went unanswered.They confirmed a price, raised it after we spent time there, then went silent. That is unprofessional.I would not leave my father—or anyone’s loved one—here. Look elsewhere for adult daycare. My father is a veteran who developed Parkinson’s from Camp Lejeune. He deserves better than being ignored by some unethical facility.

For the extra money, my husband is not getting the best care for his suprapubic catheter. I was told only medical personnel would be changing the bags but that is not happening.

The staff is rude and under educated to handle skilled care.

Food awful. Did not clean rooms every day. Developed sores on both feet and bottom. Did not check diapers every 2 hours. Seldom checked. 90 percent of the time was put to bed with a dirty diaper on. Patients were left alone in common areas for over 30 minutes. Staff would fall asleep at their post or sit playing on their phones. Had to go to wound care facility because wounds became so infected. From there went to another facility where he was checked every 2 hours and room cleaned every day, food was much more healthy. Would NOT recommend Serenades of Longwood to anyone.

The Monarch went back on the five written agreements we mutually made, prior to our father being admitted. Our father fell on day one. They do not have adequate nursing staff, not able to monitor simple health conditions e.g. catheter, unable to give frequent meds. Especially unsuitable for Hospice Care patients. (They promised to be a great place for hospice care - epic failure as patient progresses. OK for simple memory care, especially if patient is self sufficient.

Our mom lived at SaraBella for 8 months. Staffing was a revolving door: at least 7 nurses, 5 activities directors, and a perpetual turnover among aides/med techs. We often encountered residents unattended; on many visits, our mother was sitting in wet and/or soiled clothing. Staff were often on phones: cell phone policy appeared unenforced. Nutrition/hygiene were troubling. Fruit was initially withheld from memory care; one staff member in the kitchen suggested we’d need an MD's note. "Fruit cost too much," he claimed. Expired baked goods from AL were routinely redistributed, and residents’ hands were not washed before/after meals. Lack of engagement with the residents was distressing. 3 times in [Year removed] aides failed to put a sheet over our mother’s plastic pad, causing her to slide out of bed; one night, she remained on the floor for hours, arm bleeding. Regularly, lights were left on, teeth went unbrushed, showers skipped. Our concerns were not adequately addressed by management.

Staff is left unsupervised and are not trained to do their jobs. They sell you a bill of goods, then can't deliver. You would think with the high rents they charge, you would get at least a decent meal and occasional entertainment. This place is lifeless, so we moved on to a well managed facility where the staff are experienced and friendly. Life's too short to stay in a miserable place.

The Monarch is appropriate for memory care needs. However, if your loved one needs some elements of skilled nursing, or is in hospice status, they may not be your best choice. We had to abruptly move our father, as the Monarch staff did not provide the level of care his declining condition required.

The facility is currently without any hot water because they refused to fix the hot water mixing valve which has been malfunctioning for months. They supposedly got several estimates to get it fixed but only worried about paying for landscaping. There are many times the food is under-cooked, they even served raw chicken once! I started volunteering to help clean because the housekeepers weren't doing their job and then I was offered a job there, which I did for a number of months. I got tired of the mismanagement and having to buy my own cleaning supplies. Twenty20 Management only cares about the residents monthly payments, just don't write a check as they don't accept them. Most of the good staff have already left, there are still some good ones left, especially in Memory Care. Management is friendly to some people and thumb their noses up at others. I have filed several complaints with the state concerning several issues, twice now about the hot water system.

They are unable to deal with advanced dementia patients. They need to Hire people who can deal with advanced dementia instead of expecting families to hire outside 24 hour care which is an added expense on top of the monthly charges from Addington to the family. No family can afford close to $[removed] a month.

After spending 4 years and 9 months in the memory care unit at this facility with my mom, I would please ask that you look elsewhere for your loved one! Now that it’s over and she is deceased, I think I finally figured it out! I was made promises after promises from the numerous directors of every department. This place has so many people in charge of each little area that the aides and med techs can’t do their jobs! Director, Director of Activites and helper, Chef, Only nurse on duty, etc. Too many people behind a desk and leaving at 4:00 that the place cannot help their workers. I would NOT recommend for your love one to be placed here especially in the memory care. And watch out for night shift and weekend help . Poor! And director is aware. But does nothing about it

Theft of service is rampant. They cannot provide what they promise. The turnover of staff and management is so frequent that no one actually knows (or cares) about the decline in EVERYTHING. the food service is HORRENDOUS. The portions, the prices, and the quality of the food is pathetic. An hour to order, another hour, at least, to be served. If it comes out right at all. Double billing on rent.. lies upon lies. Soft spoken but completely full of. BS. $[removed] for a two bedroom??? 1200 sqft?? Keep your house and have professional health care at home. REVEL SEES YOU COMING.. ALL THEY CARE ABOUT IS DECEIVING YOU UP FRONT SO YOU WILL SIGN A LEASE AND GLADLY GIVE THEM WAY TOO MUCH OF YOUR RETIREMENT Sincerely, [name removed] ex resident

Assisted Living Facility Feedback Response Thank you for requesting feedback. I feel compelled to share our experience as it involves serious care concerns that need immediate attention. Overall Experience (Rating: 1/10) Our family has been deeply disappointed with the level of care provided. The combination of unresponsive staff, poor organization, and inadequate attention to residents' medical needs has created an unsafe environment for my mother and other residents. Quality of Care (Rating: 1/10) This is our most serious concern. My mother was recently transported to the hospital for severe anemia requiring a blood transfusion. The staff failed to recognize or adequately respond to her declining health condition. Call buttons go unanswered for 30+ minutes, leaving residents in distress and potentially dangerous situations. The staff appears undertrained and lacks the clinical skills necessary for proper resident care. Administrative Staff (Rating: 1/10) The facility director consistently makes excuses rather than taking responsibility for systemic problems. Instead of addressing legitimate concerns about care quality, the administrative response has been dismissive and defensive. This leadership approach prevents meaningful improvements to resident care. Cleanliness (Rating: 3/10) My mother's living space is consistently dirty despite paying for cleaning services. The housekeeping staff does not perform thorough cleaning, leaving surfaces dusty and bathrooms unsanitary. This creates health risks, particularly for elderly residents with compromised immune systems. Dining Experience (Rating: 1/10) The dining situation is unacceptable. Residents are required to sit in the dining room for up to one hour before food is served, which is particularly difficult for those with mobility issues or dementia. The food quality is poor, and the extended waiting times suggest serious organizational problems in the kitchen and meal service. Friendliness (Rating: 4/10) While some individual staff members show kindness, the overall atmosphere is one of rushed, stressed employees who cannot provide the personal attention residents deserve. Value for Money (Rating: 3/10) Given the high cost of assisted living and the poor quality of care received, this facility does not provide reasonable value. Families deserve professional, attentive care for their investment. Immediate Actions Needed 0. Staff training on emergency response and call button protocols 0. Improved medical monitoring and communication with families 0. Administrative accountability and leadership changes 0. Enhanced housekeeping standards and oversight 0. Reorganization of meal service timing and food quality The recent medical emergency involving my mother could have been prevented with proper attention to her care needs. I hope this feedback will lead to immediate improvements in care quality and safety protocols.

The aids are loud and rude. They could improve by having weekly meetings on adherence and properly solving complaints that they have.