Charter Senior Living

Nurses on memory care unit the most uncaring - insensitive - no regard for dignity and needs of the most vulnerable human beings ..... our parents. No compassion whatsoever. They are disgrace to nursing profession. Nursing assistants are not any better. Observed one of them barge into a resident room - slam door behind her and tell this elderly woman - ‘your getting ready for bed now’’. What happened to resident choice - rights- individualized plans of care. So much for resident rights they display on walls. I listen to one of the nursing assistants refer to residents as ‘Auntie’ or call them ‘Mama’. Absolutely no respect for anyone under her care. Don’t waste your time here

This is a terrible facility. The Executive Director is a joke. Please do not let your loved ones live here.

I rated a 1 because I couldn’t choose less. This location is so poorly run, the staff is untrained, and worst of all the Director [Name removed] is the most unqualified employee I’ve ever met - and she is in charge. She is rude and actually lies to customers. Do not consider this community for a loved one. There are a few individuals that are nice and mean well. But mostly the staff is untrained, unqualified, and does not perform any of the activities or duties as advertised.

Awful place! My parents lived there for several years and hated it. Radically understaffed. People pay thousands of dollars a month to live there so they can get help with activities of daily living. Before you move in, they tell you the average response time between pressing your pendant and a caregiver arriving is 10 or 15 minutes. When that actually happens, it's a minor miracle. It can easily take 30-60 minutes -- if anyone comes at all. Disgraceful.

My parents moved to Brookdale when my father, who had Parkinson's disease, started needing more help than my mother could provide by herself. Unfortunately, the facility was woefully understaffed. It wasn't unusual for my father to have to wait 45-60 minutes, or more, after he pressed his pendant for help. Complaining to the executive director never made any difference. Many residents were in wheelchairs and needed assistance from staff to get to and from the dining room. That was almost always a frustrating experience because of how long they would wait. Often there were four caregivers on duty for about 80 residents, many of whom needed assistance showering, dressing, toileting and getting to and from the dining room. You do the math! And for this, my parents paid about $6,500 a month. The dining room was also understaffed. Getting a server's attention just to put in an order could be stressful, and the dining room was small enough that they needed two seatings to accommodate everyone. It was often a challenge just to get served and eat before getting kicked out. In short, the place was awful!

There are some talented and caring staff at the Memory Care unit but they do not have strong management, which leads to miscommunication and individuals making their own decisions. it also makes it difficult for the family to know who to work with. It was rare to see the Director. The sales person was removed from any interaction once we moved in. When my father returned to this facility after a hospital stay and with explicit instructions to have meals in his rooms, the morning staff had him walk to the main dining room (not the staff person's fault because nothing about the post hospital discharge instructions were shared, despite a 45 minute meeting with the Willow Pointe nursing staff). There is a robust calendar of activities, but there were rarely any activities - maybe an activity offered once per week. Residents watched TV and went into their rooms. Individual schedules weren't always respected, my father would routinely be woken from a deep sleep to be given a shower, which usually didn't go well as he was confused and exhausted. We had a number of issues that were difficult to resolve including ants in my father's room (ants were inside his water mug, crawling on him as he napped) and other resident rooms, toilet was leaking on floor for over a week, and a thermostat/heating unit in his bedroom that kept the temperature too high (over 80 degrees) for the first week. I think the food was excellent but sometimes they ran out. Snacks were almost never provided. The layout of the building is really conducive to residents being able to easily step out of their room and be in a common area with some people. It is also helpful for visitors to have several different options for sitting and conversation with my father. There were staff level employees with experience, skills and an interest in the residents. There were also staff who were on their cellphones or plugged in their headphones to listen to music, rather than interact with residents. We moved my father out of the facility due to the many other issues that were not effectively resolved by the management.

I would like to know who controls the facility security system. Lately there's been strange people on the premises without reason. Does the facility have cameras properly working and are they located in significant places on the exterior. I'm aware of the fact that this location isn't safe for residents or employees. Vandalism has taken place on the property without any knowledge via security cameras. I have yet to hear of any upper management looking in on these situations as they occur. What are the standard protocols for facility safety and does the on site personnel follow these instructions. I'm deeply concerned not just for whom I'm associated with but for all individuals working and living at the Towson location. Safety is your top priority in any facility as well as proper care of the residents. I hope this review gets the necessary attention it needs to operate safely for all.

My family is not pleased with our experiences in this community. We feel they nickel, and dime us to get us into this community. There were promises made that they did not follow through with. They said there were aids to help her get used to the routine around the community, and they were never scheduled. She had no type of orientation with her move into the facility. We have not had a good experience with my mothers move to this community. Be sure to read the contract. Do not just take their word. Be an advocate for your loved one and stay involved. Keep an eye on things.

My loved one got kicked out. After an incident they sent my loved one to the hospital and they told me my loved one could not return. They completed an assessment and had me believe my loved one was a good fit for the community. I thought they were able to handle and provide her care. They did try really heard to accommodate but there was one nurse that had an attitude from the start. Overall, it did not end well. They are not suitable for one who has mental issues but memory issues are fine.

The quality of Willow Pointe has gone downhill since five star bought it in 2013. They have cut back on staff and they rarely have time to pass medications and tend to all the other needs of the residents. Many employees have to work 12-18 hour shifts. Anytime someone complains about the food or any other issue, they get told that they can just move out if they don't like it. Many residents are making their own meals in their room or going out to eat. Lots of food goes to waste because it is too salty, too greasy, or not cooked well. I think they buy the cheapest food available. The nurse is really nice and works many long hours and weekends. Willow Pointe continues to get worse and no matter how many surveys get filled out, nothing ever gets fixed.

Would not recommend

DO NOT TAKE YOUR LOVED ONE HERE IF THEY NEED ANY PERSONAL CARE . !!!! GOOD ACTIVITIES AND FOOD PERSONEL CARE IS NEGLECTFUL THE AIDES HAVE 20 PATIENTS FOR THERE ASSIGNMENTS.

Thankfully my stay there was short and what an awful experience it was. They are very under staffed and I was only there for respite and did not get the proper attention I needed at the time. I remember waiting for a nurse for almost two hours just to help get myself dressed for dinner. The food there is terrible and half the time the things featured on the menu weren't available. The only dessert ever offered was Jello and most of the residents were not very high functioning like myself. The one good thing that I can say about the place is that the therapy they offer is fabulous. Other than that I am happy to be out of there and back at home.

this is the worst, most disgusting place i've ever seen. we are pulling my mom out immediately. do not put anyone, not even a dog, in here.

We placed my Dad at Provision at Hermitage last September. They were friendly, his apartment was kept clean, and he was close to my brother. However within a few weeks its was obvious that the personal care staff was not helping to shower him, reminding him to brush his teeth, put on pajamas , or putting out clean clothes for the next day. They said it is Tennessee law that they cant force a client to do anything. Dad had been at a previous home for 5 years and had been willing to do whatever he was told. But he was demented and certainly didn't remember to do these things without being helped. The food was also terrible. My brother would bring Dad soup and things from Paneras. When other residents would here Dan was bringing food back they would ask him to get them some as well. \r\nDan had many discussions with the management and got no where. We took Dad out after two months and moved him to McKendree where he received excellent care.

We toured this community when we were looking into care options for a loved one, and I was not impressed by what I saw here at all. I also have friend with loved ones at this community, and I have not heard good things from them either. Based on my own experiences and what I have heard from others I would not recommend this community.

dirty, dirty, dirty the resident rooms and bathrooms are filthy The food is awful

They don't have adequate staffing, and they have agency staffing they are using. My loved one was left in bed until 10 am daily. The community wasn't able to provide a pureed diet, they classified it as pudding and applesauce. Most of the meals my loved one had was ham and cheese sandwiches. They tried to feed my loved one a full meal. They staff didn't watch my loved one close enough and my loved one fell in their care. There was never any staff around. The administration wasn't supportive of the concerns or questions about my loved one. They kept repeating that they would get things sorted out and they never did, even in the short amount of time my loved one was there. They told me that I was expecting to much. I ended up moving my loved one out of the community quickly due to the horrible experience and canceled the check. I ended up being at the community more than I wanted to be to watch my loved one. I was having to call in sick to work because of the concerns I had. I wouldn't recommend the community at all.

Mu husband came home with 2 sores on his heel and a terrible bed sore that ended up causing him to pass away. They seemed anxious to have him here, but he was more work than they were able to handle and I wish they would have just told me that from the get go. I wish I had never sent him here in the first place.

Not to be cliché, but if I could give this place a negative value rating, I would. My mom lived at this property from [dates removed]. From the time she moved in to, eh, maybe about the time Charter took over, things were pretty good. They had a fantastic executive director ([name removed]) and I felt the ownership and management adequately kept me updated. Then Charter Senior Living took over. I'll say that maybe the first year or year and a half things seemed okay with Charter. Then early this year [name removed] decided to leave. Now granted I know COVID has caused chaos for everyone this year, but here are some of the tidbits that made me decide to spend several thousand dollars on my own home to move my mom out so she could live with me: 1) [name removed] left 2) The staff began lying to my mom about scheduling rides to doctors appointments (my mom requested and confirmed rides only to be told she did not) 3a) One of the many "new" executive directors this year (they've now gone through two since [name removed]) pretty much lied to me and tried to tell me I had to send her a second notification email in order to let her know that I planned on taking my mother to my house to spend time with my husband and I for the 4th of July weekend. I followed their procedure as listed in the notifications they sent out to do something like this in the time of COVID. Not sure why the executive director decided she needed a second confirmation email which was contrary to said procedure? 3b) This caused undue stress on the overworked staff because said executive director did not appropriately communicate with the staff about my mom leaving for the weekend. So they were rushed in preparing her medicine, etc. for her departure. 4) One of my favorite: Although not by much, they raised my mother's rent without notifying me (and by the way, the rent comes out of my bank account). Pretty sure that is illegal. They tried to claim that they had the wrong address for me on file. Soooo how do you explain that I received ALLL the COVID-19 notifications you sent as well as ALLL the invoices you've sent me via the USPS mail forwarding service...but NOT the rent increase notice. That's cute. 5) And, hahahaha, the interim executive director after the chick described above has a severe attitude problem and definitely needs an adjustment. He was less than pleasant when I discussed the items mentioned above with him. And yeah, I had an attitude with him, don't care. 6) Finding out about the three COVID scares in the last two months via my mom rather than management *chef's kiss*. 7a) The most recent executive director gave me very confusing directions about providing the notice to vacate. I eventually had to print an email chain between him and I as well as provide a formal cover letter signed by both my mom and I just to make sure they didn't play any weird shenanigans when I went to move her out. 7b) Shortly after making sure the most recent (and third executive director) this year 100% confirmed that he received notice to vacate (which stated a move date of [date removed]) he allowed staff to communicate erroneous information to my mom about her move out date (e.g., acted like she was moving out weeks earlier than noted in the notification letter). The grand finale, 8) They allowed the ACH on her November rent to hit my bank account. My bank account is now overdrawn by $1700. Their excuse? Apparently they do not cancel ACHs until they know for "sure a resident has vacated their apartment as planned" (which my mother did on [date removed]). So, their corporate accounting thinks it is acceptable to keep ACHs on the book for residents that have moved out as expected 5 DAYS PAST THE RESIDENT moving out. As I told them over the phone (and I really don't care if they think I have an attitude): they are officially a garbage company with garbage business practices. [removed]. If you think anything above is remotely acceptable. Go ahead. Feel free to move in your loved one. Otherwise, run. Run away as fast as you can.