Charter Senior Living

The facility is laid out wonderfully for people with dementia. There are several very devoted caregivers and nursing team. Other than that, we have been disappointed at the rate of turnover in the staff and the crisis management style. The building is old and in need, although well maintained. The company that bought the facility is just concerned with making money. That is apparent after being there for a little while. There are other facilities that cost less and have more consistency.

The food is terrible! You get better in a hospital. Straight out of the can or package. This place costs a fortune. They should be receiving well prepared, nutritious food. Not many activities. This facility also lacks an exercise room.

Overall, there have been some challenges with communication and timely follow-through on certain requests and services, as well as occasional concerns with coordination of care. That said, the aides and nurses have been excellent - they are very caring, attentive, and supportive. The food has also been very good. The memory care setting may not be the right fit for every resident, especially for those who are more socially engaged, as opportunities for meaningful interaction can vary.

There was a lot of turnover in management and recruiting, and with each change came different policies. When we moved her in, she had two full years of private pay. We specifically asked whether they allowed a Medicaid spend-down—meaning she could pay privately and then transition to Medicaid while remaining in the same room. We were only considering facilities that offered that option. We were told that transitioning to Medicaid would not be a problem and that they had done this for many residents. Now her private funds are nearly exhausted, and she has only a short time left. We were recently informed that she cannot remain there because they have too many residents on Medicaid. As a result, we are being forced to move her to another facility that will accept her without private pay.

- very short staffed, poor communication , unable to address concerns in a timely manor

What we think they could improve on would be better communication among staff. Always have to start from scratch with every nurse and admin.

My husband was there last November/December. The nurse was very uncooperative (even nasty) about my being there for his Hospice care. She said he didn't want me there and that I was coercing him. That was not true. As a result , I wasn't there when he passed! That was horrendous for me. I haven't reported this yet, since I've been in a very deep depression since this happened. He passed on [date removed].

This number is based on strictly the administration and the process for admittance. I know they have changed supervisors , so maybe it is better now. We are glad we chose not to put our mother there.

While the building looks good; the mgmt teams lack accountability. There is always an excuse for lack of care. Common restrooms are rarely clean enough to not need a respirator upon entry. Staff doesn’t tend to needs of residents without attitude. Residents have been eating off paper plates and using plastic utensils since January. Meals are substandard. Some can’t chew or cut the food and a healthy diet isn’t a consideration. Recent safety (security) concerns and vandalism are our most serious concern. Our parent has been here over a year. We will hate to move her; but I have no faith or patience left for their excuses and request for understanding.

From the time that we placed our loved one in this facility to the day that he passed away. The administrative staff tried consistently to up charges unnecessarily, or to tell us that they needed to kick our loved one out. The nursing staff is the one redeeming quality about this place. The nurses really cared about my loved one and gave him the best care possible. They even worked with us to try to help with some rehab in house to cut down on costs. Prices for rent and care were increased. With no knowledge upfront, no warning, no nothing. The facility always had an odor to it. But that is to be expected with an assisted living facility. However, we were informed by nursing staff. Not administrative staff that the facility had an issue with bed bugs, while our loved one was housed there instead of letting the families know. And being transparent, the administrative staff kept this a secret advised the nursing staff not to tell family members and proceeded to throw away items from our loved one's room without our permission. The administrative staff was incredibly rude. We had already found a different facility to place my loved one in the day before he passed away. We were going to leave charter in the dust. And try never to think about them again.

The facility was clean but admin did not follow through with care for my father. We paid an extra fee because my father required two person transfer, but there were several times we witnessed very young small aides moving my Dad alone. It took several days for maintenance to hang my Dad's flat screen tv in his room that they told us would take one day. TV was the only entertainment my Dad enjoyed. My Das passed after being there 13 days. It cost over $[removed] to move him in. We received $[removed] refund. We were billed for two months of medication from the pharmacy they partner with. My Dad was there 13 days. We never received a sympathy call or card from Charter Oaks.

My dad only ended up living for one week when transferred to Charter, so my experience is limited. It is difficult to work with Charter and Gilchrist Hospice together and to get medication when first getting there or a new prescription or a change in instruction as their pharmacy is in Virginia and delivers in the middle of the night. I felt gaslight when expressing concerns about my dad to both Charter and Hospice. If you or your loved one isn't at the very end of their life it could maybe be a decent place but unfortunately I don't know.

They don't do laundry, steal sanitary supplies for other residents, and lie about their ability to provide catheter care. The executive director will pass blame and accept zero responsibility.

I wouldn't send anyone to this facility that has any level of mental decline. Their administrative staff are liars, and they fully refunded [name removed] move-in fee after being caught in lies multiple times. I wouldn't drop my garbage off at this place. The care staff were nice, but they were unable to provide [name removed] the care that was promised that would help him thrive as someone with cognitive issues.

I do not feel that the staff are as responsive to some of the needs of the residents as they should be.

The staff are very nice and kind. But my mom's room is always dirty and never gets cleaned. There will be poop all over everything that is dried and crusty when we come visit. Admin made promises they couldn't deliver. Staff is very sweet. We love the staff. That's why we have stayed. But the housekeeping needs serious work Knowing they are dealing with memory care people they need to be on top of checking their rooms.

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.

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.