Charter Senior Living

I would give zero stars if I could. During my grandfathers one year stay here, his hearing aids were misplaced 3-4 times, his stereo went missing, and so did multiple phones. My family paid for all of this stuff to be replaced. They never took responsibility when obviously something fishy went on. Unfortunately my grandfather passed a week ago, and today I went to pick up his belongings. MULTIPLE BELONGINGS from his room were missing, when asked about them, the “helpers” had no explanations but INSTEAD went out to their cars and grabbed my grandfathers belongings FROM THEIR VEHICLES and gave them to me. They said “we were going to call the family and ask if it was okay to take these items”. These items were already in their cars, and if I did not ask them for them, I would’ve never received them, or found out they were stolen. The only call we received was us asking to pick up his belongings so they could move another tenant in. I AM THE FAMILY. After calling them out on their poor poor actions, I was asked to leave the property. Do not send your loved ones here unless you want an early death and possessions stolen.

memory care is a dump - it is filthy dirty - - saw a hangar keeping a door open in someones room = patients are all gathered like cattle in a common area - staff are found eating, on cell phones and even sleeping - no attention being paid to patients. have witnessed dinner being served in dining room - plates are removed before patient is done eating. Saw a patient grabbing something off her plate as it was being wisked away . have witnessed staff stuffing their faces with left over food. all staff - nurses and aides have not an ounce of compassion /caring/empathy/respect for patients -- they somehow forget these patients they ignore - actually pay their salary. have witness staff come behind a patient grab hold and move wheel chair without even telling patient what they are doing-- patient starts yelling and grabbing and staff's comment 'stop yelling and keep you hands in your lap'. management is pathetic, unresponsive to concerns - the fact that they allow the place to be so filthy - they should be embarrased to call themselves leaders . stay away --unfortunately I am not derision maker -- otherwise my loved one would be long gone state should close this place down this is a no star facility

memory care is a dump - it is filthy dirty - - saw a hangar keeping a door open in someones room = patients are all gathered like cattle in a common area - staff are found eating, on cell phones and even sleeping - no attention being paid to patients. have witnessed dinner being served in dining room - plates are removed before patient is done eating. Saw a patient grabbing something off her plate as it was being wisked away . have witnessed staff stuffing their faces with left over food. all staff - nurses and aides have not an ounce of compassion /caring/empathy/respect for patients -- they somehow forget these patients they ignore - actually pay their salary. have witness staff come behind a patient grab hold and move wheel chair without even telling patient what they are doing-- patient starts yelling and grabbing and staff's comment 'stop yelling and keep you hands in your lap'. management is pathetic, unresponsive to concerns - the fact that they allow the place to be so filthy - they should be embarrased to call themselves leaders . stay away --unfortunately I am not derision maker -- otherwise my loved one would be long gone state should close this place down this is a no star facility

I found this place to be unstable - staff we really liked would suddenly be gone - no goodbye. The staff that is there seem to feel their jobs are unstable as well. You never know when someone might be gone. Memory care Residents especially Need to know that they can count on the staff day to day! That’s a cruel thing to do residents who attach to someone. And in this environment vulnerable needy residents attach quickly so they can feel safe . You won’t find that here. Will be looking for a better stable environment for my loved one. You should too.

The beauty of the environment can’t conceal the ugliness of some of the folks that run this place. They can’t seem to keep the staff on that my mom was attached to. Every time I visited another favorite staff left ( or was asked to. ) we need continuity of care. I suggest you look elsewhere for memory care. Do not recommend them at all.

Such stellar care.....NOT ... Walked in today to find my mother covered in whatever she had for lunch and drooling what she had for lunch .... 2 hours after lunch.. asked about mouth care was told ‘ regulation allows them to use toothbrush twice a day’. Asked about toothette - a foam swab - was told by nurse that is ‘ not supplied here- nor is it regulation to use’. Bottom line - she in an assisted living because she can no longer care for herself - yet they do not provide head to toe care. Hmmm Do not place your loved one here. Has been under 3 different management companies. - nurses and aides are a disgrace to healthcare — — unfortunately - decision maker in family is comfortable with her being. ‘ safe’ apparently not whether she receives comprehensive care

I cannot warn people away from this facility enough. We were told that they provided dementia care and would call in hospice when it became necessary. Their physician blocked our wishes and prevented it. They only handed out the necessary paperwork piecemeal and in fact we did not sign or receive a copy of the contract until we moved our mother out at their insistence. She suffered several bad falls and also hospitalization for dehydration under their “care”.

In my 50’s Wanted to cry when I walked into my mothers apartment today. Food all over the floor - all over her - was clearly from day before as her breakfast was sitting untouched at 1130 in the morning. So not only was she not cleaned up for the night it was obvious to me she had not been taken to bathroom since day before or even longer. Not sure why I bother to ask staff when she was washed or taken to bathroom as their response is always ‘she refused’. My mother has dementia. She is frightened when staff come in and start touching her without any kind of greeting - it’s no wonder she says no. So is their solution to let an 85 yo woman just sit for days in same spot covered in food and incontinent?? There is no specialized dementia care exhibited by staff. I realize this client population can be challenging however they deserve common courtesy and respect and patience. On the wall the unit has ‘integrity and compassion ‘ painted on walls. - what a joke. The carpet is filthy and disgusting. Talk about not meeting the first impression test— door /carpet outside entrance of memory car is full of grotesque stains- as you tour the unit you will see the same through and in resident rooms. I wish I could move her - however other siblings live in area.

Walked in to find my mother naked sitting on toilet with a male nursing assistant standing there doing nothing. No consideration for her privacy and or dignity This is commonplace and has been brought to management attention with no changes. The place is filthy. Walked on unit one day to find every patient sitting in living room with a Spanish tv station while all the staff watched a soccer game. Again commonplace and never addressed by incompetent uncaring management. Stay away - did you parent work hard their entire life to live like this ?? Unfortunately I am not the healthcare decision maker

This building is against all state regulations. This organization allows nursing home residents without the proper care and staff. They do not have a Director of Nursing, NO nurses, few CNAS, and lack of knowledge caregivers. The building’s maintenance is very disappointing for the rate residents pay. The communication amongst administration is poor.

Horrible experience do not put a family member here also still billing my mom when she moved out in March.... [Name removed] the director does not respond to emails either.

My mom lived there for 2 weeks before she fell and broke her tailbone and pelvis. I do believe she had two fails, only one was witnessed by them. I went to visit on Sunday at 10:30 a.m. she was lying in bed, had her pants around her ankles and was screaming in pain. When I went to find the person in charge she was doing dishes., I asked if she had contacted the nurse about this pain and she said NO, not only did she NOT contact the nurse in charge, she didn't call her doctor nor did she call me! I also found a pill on her floor (nursing 101 make sure your patient swallows their pill)., as well as feces all over the toilet in her room. Not sure how it would have went, had my mom not fallen. This was in [date removed], my beautiful mom passed away [date removed]. She was taken from there and admitted to the hospital.

So very disappointed in moms stay here. The biggest mistake we have made for her. Other than an activities director I can honestly say the staff did not take good care of mom at all. She had too much time with nothing to do. Activites canceled for various staffing reasons. Too much nothing time . Mom fell often. Slept with nothing to do on her couch mid day and slipped off to the coffee table. Had too many meals left on her coffee table as escorting her down the the hall to meals was too difficult for them to bother. Think twice , this place has good salespersonal. Beware!!

Stay away!!! Save your parent and your money! We had Mom here for a year, giving them chance after chance. They always had an excuse that they were going through changes to make it better. There was always new staff! Mom was always getting her medicine at the wrong time and sometimes not at all! So where did those extra narcotics go? There wasn't any left when we moved her out! They were trying to force us to move Mom into the Willows side of the place which is $1600.00 more per month. The workers that spent time with her daily said she wasn't ready to go into Willows. But they moved her and her bed into Willows without even talking to any of the family members because she thought her sister was coming to see her and she was standing inside the building but by the front door with her suitcase. She complied when they told her to go back to her apartment!We had to get a lawyer to get her moved back into her apartment! This was the LAST straw!!! Don't put your parent through this! Disappointed in a facility that would do this to the elderly!

My family member recently moved into this facility. A lot of promises were made on the front end prior to the move. She has a Rx for a very special medication that is critical to her health, that has to be delivered by Fed Ex each month & signed for. Director of Nursing, [name removed] was aware of this from day one. The Pharmacy that sends this Rx contacted me, as they do each month to verify delivery. I did not have the address with me, as I was driving, but gave them [name removed], DON, phone number to verify address. I called [name removed],DON, & informed him of the upcoming delivery & need of the physical address at same number I gave the pharmacy. He was fine it. Found out this week, almost a week & a half later, that she had run out of her Rx, with a call by the nurse on duty, who called me. She was worried about her since my sister's symptoms were reappearing. Tues. morning I called [name removed], DON, phone number & received a text saying, "Can't talk, will call back shortly". I called [name removed], Executive Director, voice mail. I called [name removed] from Corp, voice mail. None of these people have yet to return my call. Not the first time that voice mail has gone unanswered. I finally called the pharmacy that sends Rx. They had records of #2 different calls to [name removed], DON & leaving voice mails. He did NOT return calls, so Rx was not sent. I had to provide address info & delivery instructions. I finally had another number for Charter, the number their nurse had called from the previous night. I called & spoke to the nurse & told her of the situation & that I could NOT reach [name removed],DON. She handed the phone to him & I told him that evidently we had a communication problem. I told him about our previous conversation about her RX, the #2 phone calls/voice mails from the pharmacy, and the voice mail that morning. He denied ever receiving any voice mails & that morning another nurse had his phone & didn't tell him about the voice mail. He didn't appear to know anything about the Rx and being out of it. Impression is it wasn't his problem or responsibility. I'm not sure of what the Director of Nursing should be responsible for? Why is it that no one answers any of their phones or voice mails? Hopefully her Rx gets delivered today and given to her.

My firsthand experience spans almost 5 years. When my mom was initially placed here it was Arden Courts, which was a very good owner, within a two year period, overnight, the facility was no longer Arden Courts and became Citadel Estates of Hazel Crest. There was no announcement that the business had changed hands, or any information provided about the new owners. There have been four different executive directors in less than five years. At any juncture, there was no communication or introduction of a new executive director. On Monday the old director, on Tuesday, a new director. Since [date removed] the place under the management of Citadel is turning into a real dump. Cleanliness has dropped an alarming rate. The employee turnover rate is 150%, don't bother trying to remember names. And, the facility is understaffed. I must say that the caregivers most of the time were exceptional. My experience concerns management and the nursing staff, which was always unapproachable and unresponsive. You pay more than what you get. The quality of the meals diminished to tolerable. Overall, while my mother was a resident, I spent a lot of time with her to make sure she was not neglected or abused. I would not recommend this facility for anyone. Don't believe 24 hour nursing service that is a lie, lie, lie. One may consider why I did not remove her...because, I have no faith in any of these facilities and was unable to care for her due to my own chronic health issues. I did care for her for 5 years before placement.

Watch out! The agreement Homewood Village - Brookdale made with my family when we brought my mom here was a signed addendum. Now that my mom is sick and in hospice, they ignore the agreement and add to our grief with thousands of dollars in extra charges. What a slippery sales tactic. How can this be a caring facility when they treat people this way.

THIS place looks good on the outside, The only thing I can say good about this place is that they do activities there. They DO NOT ASSIST RESIDENT WITH ADL'S even if you pay the extra for them to do so. It says when you rent they put residents laundry away, but they do not. My mother's laundry is just dumped in a basket in her room, when it is put away, it is not hung up or put is proper the proper place, it is dumped in a closet on a shelf. They are supposed to assist my mother with bathing, twice a week, but they do not help her MOST of the time. I have called ahead of time and asked if my mother would be clean and dry before I take her to appointments, and she rarely is ready and is usually wet and I have to change her myself before we leave. Even more horrible is for months they told me to my face is that someone was cutting her toenails. The nurse would say to me, "Peggy's toenails were done today." when I took my mother for surgury, The nurse called me back when my mother was undressed. She pointed out my mother's horribly long nails, and said, "That is why I take care of my mom at home." her nails were so long they were curling backwards towards her feet. also, if she were getting help in the shower, would not someone notice and report that her nails were horribly long??

Staff turnover is high & residents do not receive the help they need in a timely manner. If help is needed in the evening, it is sometimes nonexistent. Quality of care has decreased in the last year.

When my dad first started living here I thought wow what wonderful place. Too many unexplained falls, had to be transferred to Nashville, OMG my dad looked like he had been abused. Moved him close to me, find out he had a broken hip. After surgery was told hip had been broken for over a month. Thank you Walking Horse for your CARE!