Benchmark Senior Living

Feeling of Community. My father moved to Willow Crossing and Mansfield, Massachusetts. The whole area is like its own community/neighborhood and it's very quiet. My dad's apartment has an outside patio that overlooks the woods and is very pleasant. The staff there is absolutely incredible and they know everyone's name. They're all very welcoming and pleasant to deal with. In [Date Removed] the cost went up 10%, which was very startling for our family. The food is not prepared in house and we feel the quality could be much better for what you're paying. They have lots of community activities, they do weekly shopping trips, but they don't do a lot of other outside activities. Such as field trips or sightseeing trips. Overall, my father is very happy there and very comfortable, which means the world to us.

The place was clean and we were welcomed, but through the process of moms dementia progressing we needed more information/support, and we were left to make financial and future decisions on our own. We didn't know what we didn't know, and as a facility that deal in this every day, we felt unsupported.

From a financial aspect .... this facility does not work with medicaid an therefore is way out of reach of the common man. The staff is beyond reproach, courteous, accommodating and knowledgeable in their field.

Some communication challenges made things difficult to navigate, yet staff was very open and willing to help clear things up. Overall would recommend.

Allison Baker was incredibly helpful through our whole experience. My mother-in-law ended up on hospice at the Atrium. I suggest making sure it is explicitly stated that there is not nursing care 24/7. When told they were able to care for hospice patients we assumed that meant her needs would be met. We ended up having to stay with her to give her pain meds and the nurses at the Atrium weren't comfortable with managing pain. We definitely would have had her go to a SNF instead. We understood that there was a 30 day notice for leaving the Atrium. My mother-in-law died there. We were very disappointed that there was no accounting for those that passed away. How would we be able to predict that to give notice? The business director really wasn't very compassionate when speaking with my husband. She just kept telling him he signed a contract and that was that. My suggestion would be to not necessarily ask if a family wanted to "settle their bill" immediately after a resident has passed away. Overall, the community is cheerful and engaging for the residents. I understand that memory care is expensive but I do think after the base rate there were a lot of add on charges.

It's a nice place with decent "apartments" and the CNAs are very hard-working and pleasant people. I would recommend to others.

Rooms are nice, staff is very pleasant. I believe they provide good food , well balanced meal for the people. Draw back is cost. Very expensive and any added service they charge for.

There is a lot of dysfunction at this facility and lack of communication. I would not recommend this place. Communication in general. Doesn't appear that anyone talks to one another. I've had many calls with the nursing director and executive director.

Staff - Most staff interactions have been positive, with employees generally being helpful and friendly. A small number come across as more firm or gruff with residents, though nothing overtly negative has been observed. Activities - There appear to be a reasonable number of activities scheduled throughout the day. From an outside perspective, it's unclear how consistently residents are encouraged to participate or how often they choose to do so. Food/Dining - Based on observations, the dining experience seems like it should be a good one overall. Cleanliness - Individual rooms can sometimes feel a bit disorganized depending on resident mobility and routines, but the facility as a whole appears to be well maintained. Overall - Costs have increased fairly quickly over a short period of time. There have also been a few health and safety incidents that raise some concern, particularly around awareness and supervision when issues arise. While appropriate precautions have been taken when needed, these situations have had a noticeable impact on overall well-being.

Make they read everything thoroughly, there were a lot of surprise charges i felt should have been explained up front, like a [removed dollar amount] admin fee and [removed dollar amount] fee if resident decided to eat in there room. Also if going for respite care, get an outline of what is covered, as most of what we thought was covered was not. Also do not leave anything personal lying around like OTC meds, as the nursing staff thinks it is OK to search residents belongings in dressers etc.

Unfortunately my mother regressed very quickly after moving there and we had to move her to a nursing home to provide more care than available at this location.

They had rotating nurses so there was a lack of communication with the staff. They were all professional and very friendly. The facility had great food. However as my father's health declined no one realized that he needed help eating. The facility was clean and well kept. The hospice group they recommended was not a good experience.

The place is clean and the caretakers are very kind and nice. They care about the residents. The major issue with this facility is leadership and management. 100% turnover in less than one year. One some employees were rude and kept until finally leaving.

I was a nurse so my expectations were pretty high- unrealistic perhaps- but what the community could improve on would be perhaps larger staff? Brighter spaces? [name removed] was only at Bay Square for a month- we never really got into the pace

The food (meals) have declined. Not much new for residents to do in over a year. When power went out, only the hall lights were powered by the generator. No lights are on in apartments during power outage.

My brother only eats breakfast in Dining room. They charge a $[removed] tray charge if they deliver food to your room which is ridiculous. Free if it's medically necessary. I wish there was more living options for seniors to go to who have funds. They lost the chef that was there when we moved in. The current one isn't up to par. Food looks like convalescence grade food not somewhere charging $[removed] for room and board.

Rooms do not get cleaned when they are supposed to, staff answers call bell and then shuts off and leaves my parents without helping and comes back an hour later, constantly understaffed. The food is horrible. When well staffed experience is ok, but more often it is understaffed. There were also a multitude of hidden costs that were described at move in.

Beautiful place, close to visit. And most important, Mom really love her stay and wanted to stay, but it’s just way expensive to keep her there. We’re running out money so we couldn’t afford to stay long term. Everyone was great, friendly.

There were some nurses that were wonderful, but some of the aides could have been nicer, more prompt, and more caring. Once they kept my dad waiting 2 hours to have his diaper changed and to get pain medicine. We found out on a Wednesday that my dad was going to be moved to a hospice house. When they moved him the next day, administration called me to tell me that we were supposed to give 30 days notice! They cared more about getting their money than the fact that my dad was dying!

Problem with billing and initial health reporting requirements; getting into your billing system was a nightmare and the financial officer is a waste, unhelpful and unresponsive. There needs to be better coordination between those in charge of the facility and greater individual accountability.