Charter Senior Living

I definitely would not recommend this place to anybody. It's way too expensive for the care that they get. A lot of the staff was just sitting around on their phones. My father was very rarely brought to an activity. Some of the staff members were rude and unpleasant. The executive director takes your complaints very lightly. definitely not worth $[fee removed] a month.

There is a lot of room for improvement at Mallard Cove. They could improve on the bathing, nail trimming, help with eating, bathroom cleaning, laundry, and room cleaning.

They had a culture issue where the aides ran the facility- bullied the nurses and anyone new trying to do a good job. They were rude and sometimes demeaning. The Director and Business manager were too new in their roles to fix it, and we lost trust. Some of the activity personnel were very nice, but it was too unpredictable. The residents were great and the process affordable, but we had to get mom out of there.

The place is beautiful and peaceful. Clean. They are very short staffed. We had to break my mother out of the place as they left her sitting in a chair for 16 hours without any attention. They didn't feed her take her to the potty nothing. We do not recommend the assisted living with this facility. No staff. It was crazies running the looney bin. When we found her in this state she had desperation in her eyes and she smelled. There were no attendants around and I had to continually go to the other side to get help.

My loved one is currently a resident at Charter Senior Living at Woodholme Crossing and the experience has been okay overall, so far. I'm not sure if I would recommend this facility to others as of now.

I gave someone there who is in the office my moms paperwork to go to the doctors and to set a ride so she can get there. They had enough time to do so. My mom calls me and they lost her paperwork. So she couldnt make her appointment. And we couldnt remember who she had to see. This is very unprofessional. And they never called me back to see if it got fixed.

My mom's room continuously had bugs in the room. This went on for over a year I had to move her out of there. They are all about the money there, mom also did not have hot water for a month.

There has been a huge turnover in staff/ mgmt. My loved one has had her Apt cleaned 2-3 times since her move in ( going on a year) And the sheets/ towels ( part of the contract) haven't been washed. Family has had to do it. On a + note. It's under new Mgmt so I'm holding out. My loved one can be difficult but they are Not Raising the rent. So maybe my score will be a little higher. As if she were at any of the other places we toured she would be paying more. ALL of the staff are great! They get along with my aunt and always are helpful. Maybe it's just ME. Guilt? Did we choose what was best for her? Or for us? It's been an adjustment due to no Maintenance staff, nursing shortage, no activity staff, van was " in repair". Things are moving along now. New Maint. Man

We have taken mom out of Cedar Hurst due to numerous problems, recurring issues, and lack of resolution. Numerous issues some that were not addressed or resolved. Friendly until issues were attempted to be resolved. Again unresolved problems that were a quality of care problem. Missed meals, poorly prepared meals, raw meat and when unable to go to dining - missed meals that were to be brought to the unit. In my observation there seemed to be activities that covered a broad spectrum-but other issues overwhelmed the overall experience. Poor or non existent management, medication management issues, insects, food , and non working emergency cords and wearable buttons among others. We taken mom out of the center and still have lingering issues and concerns. In my opinion Cedar Hurst operated in violation of State of Illinois health department regulations regarding onsite manager mandates during our time doing business with them. Whether that has been corrected now I'm unsure. But either no management at times or employees changing frequently with those that were there scrambling or unsure who was responsible for certain services. Uncomfortable situation is being nice.

The reason for our ratings is because not everything has been what we were told during the initial tour. They have a high turnover of staffing, and there is no push to include activities for the residents.

My father had pretty advanced Alzheimer's and so we were specially looking for a memory care facility that we thought had a higher level of care than others, but it turned out that wasn't the case. Initially my dad needed some assistance with eating and prompted to drink water, but they were not really able to provide this consistently, resulting in him being hospitalized twice with severe dehydration and lost a lot of weight. He also had several falls, many in the middle of the night, so it was just not enough supervision for the state he was in. In retrospect he would have been more cared for in a hospice facility or more a supervised hospital care type center. After the two hospitalizations, my dad passed away only after being in the facility for less than six months. Several other patients passed away within weeks of him, which I'm sure happens, but many were from declining after falls, some covered in bruises , etc. I would recommend the facility if patients do not require assistance with eating/drinking , are able to communicate and somewhat independent without fall risk. This facility had little activity programming.

Lots of problems there. Very short staffed. Staff not trained well to help Alzheimer's residents, etc., etc., etc. My adult children were there a whole lot caring for their dad because staff didn't. They saw it all. They put on a show when a tour is coming. They make a nice meal with nice plates and silverware, music on. Other days it's flimsy paper plate, cheap plastic forks that break in your mouth. No music! They brought in extra staff when an inspection was coming and cleaned things up. They need to come unannounced?? Also, one person got outside alone at night when doors are suppose to be locked. Alzheimer's patient. They kept that quiet but my kids saw it all.. this place has the lowest ratings. I believe in the 30's Also, missed giving my husband his meds at times or very late at night! Terrible place!

Unprofessional and uncalled for comments and refusal to give info by nurse [name removed]. My loved one missed 2/3 meals per day despite my pleadings to wheel him in to eat if they had to. He lost weight, they let him sleep through meals. Bathing was an issue. They didn't put him on the list for Podiatry and he had pain from walking due to super long toenails. Suggestions for improvement: Decrease staffing turnover. Improve management's education on all manner of ALF responsibilities: monitoring patients for signs of decline, falls, security, communication with families. I could go on and on.

We're working on finding a new place for our loved one.

We found Mallard Cove's leadership team to be exceptionally warm and kind. Yet, they are having a hard time keeping line staff, and that impacts the quality of care we want for our mom. The price is reasonable, affordable, and fair. They are working on their challenges, but will take time in this current workforce environment. It is a very positive environment for those who can be independent in self care and are ambulatory. It is a family decision to pay (a lot) more to get her to the next level of resident care. We feel we need to move mom to another place to meet her current and future needs - one that offers more levels of dependent care, and has a more stable staff with a team environment evident at the resident-care level.

Charter Senior Living was VERY expensive. They do not accept anything but Patriot Angels to help with the cost. The facility to me just seemed cold and sterile. The facility itself was very spread out and you had to go through many doors to get places, it was a lot of walking for the residents. The sales people called me to death and it was just all about the business, not about the care.

The whole experience was a joke. We showed up for the tour and no one was there to give us the tour, so someone random stepped up. They said once it was over they would call us and they did, but it was 3 weeks later. They looked to be very short staffed. It also had that nursing home smell and feel to it. I would not recommend the facility to anybody based off of what we saw.

We had a very bad experience, they were very disorganized. They took away the buzzer to get in so staff had to come let you in and let you out, they were short staffed. This upset a lot of the families and the residents. I think it would be helpful if they added a door bell. They could not get her medications straightened out and could not handle her. I continually got phone calls to calm her down and talk to her. Then they got on a kick of sending her to the hospital. There has been a huge turnover of staff, it is all new staff since we moved out so hopefully things are improving for the residents who are still there.

The first week we were here, things went well. The second week we noticed the amount of food they were feeding my loved one was not adequate so my loved one was hungry all the time. They did not help with the feeding and he was always the last one to eat. The meals they provide are not balanced. We were very dis-satisfied. They let the residents have the rule of walking into everyones bedroom - so there was a lack of privacy. We were disappointed in the laundry service as well, my loved one went a week without towels. A lot of my loved ones clothing was taken as well.

It hasn't been the best experience. This is because of the community and another outside agency. The community doesn't have a nurse of staff. They were just bought out. They are understaffed which is almost everywhere. We are unhappy with the experience provided so far.