Cardinal Senior Management

I like the area where the facility is located. It's close to everything which is super convenient. I've unfortunately seen staff be discourteous to my mom and communication is lacking. I wish they could get rid of their bad apples (the bad staff) and I also wish they had a nice place for them to go on a walk.

Essentially, their follow up is lacking at Autumn House East. You have to stay on top of the staff to get things done that they said they would do. So, it's like I'm having to manage my loved one's care, which is what I thought I hired them to do. I would not recommend this facility to family and friends.

No one came to welcome, my loved one the day we moved in. The care is ok but they don't seem willing to work on alternative ways to deliver care that is needed. It's fair - they talk good talk but but not a good walk.

We toured with Vintage Knolls and found that it just was not what we were looking for. We wanted a room that had the bedroom and the living room separated and they did not have that available here.

Overall I would recommend The Gables of Westerville to others.

My mom does seem happy here, which is good. The overall cleanliness is ok and nursing staff is good. But the lack of communication issue really needs to be addressed. That's my main concern here. I'm out of state and it's very difficult to get in touch with my mom. They have a phone in her unit, but no one every answers it. When I try to reach the nurse station due to not getting through on the resident unit line, I just get voicemail. It's alarming. And very hard not being able to get ahold of her and talk to her. We're talking days, I go days without being able to reach her. I've spoken to administration about it. We're also having transportation issues. My mom is supposed to be transported to doctor appointments, they have a vehicle and say they offer it. But I think they're so severely understaffed that it's just not happening. Overall, things are just not great. Especially when I'm not close by and we rely on these things. During a visit, I actually heard a staff member say she wouldn't put her loved one in this facility if they ever needed care, that says a lot. Until they get these issues fixed, I would not recommend this facility to family and friends. We're actually looking at moving mom somewhere else.

The clearly have a lot of staff turnover and staffing shortages - they had addressed that this week with a large one time assessment and a rate hike. I hope it will help them catch up with needed enhancements with staff benefits and deferred maintenance. There are a lot of agency staff working here at the moment and a lot of turnover in the actual Sunrise facility staff.

It's not bad here. When my wife left I was going to get an apartment near her but I stayed because I like it here. I like the Bingo and the entertainment.

I like living here because I feel safe. I like the exercise and I like the hymn singing.

I like it here a lot. I feel like I have freedom.

I miss living at home but I'm glad I have a safe place to be.

I don't go to activities often because I have cards to write and calls to make. I'm satisfied with living here because I have to be someplace.

Huge transition right now - they are having a hard time keeping staff they are working on hiring new executive directors, medial office staff, maintenance and house keeping. Communication is not the best right now because they are spread so thin. The day to day staff members we encounter who are there and who are loved ones encounter could not be nicer, they are so sweet and friendly.

Our family was supposed to have an in person tour but they were mostly under construction at the time. By the time we were invited back to see the finished community our loved one had fallen and needed a place very quickly to stay. However, the people were really nice that we spoke with.

We virtually communicated with this community while looking for a place for my loved one. They sent us info but the response time was slower than we liked and we were in need of a community that able to take our loved one quickly.

one-hour visits in a special room, so I can't go in his room. Common spaces I've seen have been clean. Lady at front desk is very friendly and very helpful . A couple of the people that work there give some pushback when it comes time to be buzzed in and buzzed out. They couldn't find his shoes the last time we had to take him to an appointment. I haven't noticed that he smells when I pick him up for appointments. But when they dress him for appointments they just put him in pajama sweats when he does have nice clothes sets there. I always let them know days before, and then the day before, that he has an appointment. And then they say they didn't know I was coming when I arrive to pick him up. From what I hear form other people, it's like that in every place. I've talked to the nurse a couple of times, and one of the caregivers, and the only time they contact me is if there's an issue, like a fall, etc. I haven't had any updates on medications or anything else. I take him out for pedicures after a fungus issue that occurred at the last place we were there. There is a podiatrist that would come in, but they charge $65 just to cut his toe nails. Although I guess that's standard for all facilities. They've also not been willing to assist with nose and ear hair trimming. They did ask if he had a razor, but the other place wouldn't let him have one. I don't know if they're reminding him to brush his teeth. He has to have step-by-step instructions and prompting. You can tell more about that kind of stuff when you're able to go into the room to visit. This memory care unit is a lot smaller, about 15 residents. So I thought he would get better care. It's better than what it was at the other place, but still not what I would expect.

All of my experiences and ratings are based during the pandemic. Amber was who helped us sign up with. She was prompt with assisting us with any concerns or questions we had about our loved one. She made us feel like we were the only family there. Due to a health concern that my one had happen here, my loved one had to be sent to the hospital. Unfortunately there were some issues from the hospital and Autumn House; no one stepped up to help my loved one and our family. I wish we didn't have this experience.

Initially, the community was good but the care level is lacking. The nursing staff has a high turnover and are not on top of individual care. I have to initiate any conversation when it comes to issues. my parents have not been happy with the food, it's very repetitive not a lot of variety. I would not recommend this community, but it really depends on your situation.

All in all, I would say that Heather Hills is/has been a good (not excellent) place for the following reasons: Village care tries to be attentive, however, the turnover has been a lot. Last month there were 5 new hires. For being a facility for independent living, there are more and more residents that need a lot of care and assistance, thus making them busier. Weekend coverage is very lackadaisical; definitely a slim crew working and not always someone at the front desk. No one seems to be in charge. Not enough coverage or servers. During the whole pandemic, there has been no communication to the families as to what is going on and for being done. It is left to the 90+ age residents to remember what their restriction are and passing it on to families. Fortunately, Heather Hills had been "virus free" until this past Monday where there was someone (apparently who would come to Heather Hills on an on need basis) was tested positive. I (as well as the rest of my siblings) have been upset with the fact that we can see employees as well as the high school boys and girls (servers) coming in without masks and walking around Heather Hills interacting with residents. These individuals are just as susceptible to bringing the virus into Heather Hills and the residents (as the case may be right now with someone testing positive.) The residents, employees and helpers aren't required to wear masks, yet family members must. Where's the logic?!? Comments for my loved ones: The food is dreadful; bland. When pork chops are served they are tough and the butter knife doesn't cut it. Heather Hills put all this money into the outer appearance, yet the one section of the building (North?) the carpet is old and stained. Very dated pictures and some door frames and walls are dented and have holes. (Who wants to look at that?) Meals are being brought up to the apartments but the times are never consistent. Security at the doors use to be a HUGE issue, but with the renovations it has gotten better. Yes, these issues have been brought up at one time or another with Heather Hills personnel but not always rectified.

I have very nice meeting with [name removed]The facility was ok . The facility looked a little dated. Not sure why . The rooms would really work for Mom