Elegance Living, LLC

Our parents lived at Symphony Square for about six months. For regular assisted living it is fine. The staff are all very friendly and very accommodating, the food is good, the surroundings are beautiful. The activities staff work hard to provide fun and different activities for residents. We DO NOT recommend the "memory care" unit. The design is poor with hallways leading to exit doors that have windows. One windowed door looks out to the main activity area, with lots going on. The other leads to their garden. This is not a good design for a dementia patient as it leads to distress, they want to go through the door but they can't, especially if they can see activity going on. There is one main area where they can be and no place to wander without ending up with a windowed door. The staff are very nice and accommodating, however they are not well trained or supervised. There is always a schedule of activities posted but never actually done. They park the residents around the TV (dementia patients have visual disturbances and often find TV frustrating and confusing as a result) while they talk among themselves or are texting on their cell phones. There have been significant lapses in care. For regular assisted living, no complaints. We WOULD NOT RECOMMEND for DEMENTIA or ALZHEIMER'S CARE. Poor physical design with poorly trained and supervised staff.

They went through all new help – from the administrator to the caregivers they had a very high turnover rate. The turnover rate contributed to my loved one’s agitation and anger issues, which then caused them to evict him.

The facility is nice, however their memory care unit is not yet certified by the state and they were not very good at giving concrete information as to how the memory care unit will run (staff, activities, etc.). Also, the residents currently in the memory care wing as very old & there is not really anyone for my father to interact with.

Most of the staff is nice but there's a huge turnover, and this facility seems to be short staffed. Dealing with Pharmerica, the drug company that provides medications is a joke most of the time. A person should not have to wait days to get needed medications. Getting back into facility after a hospital stay is ridiculous. Loved one paid for services that were never provided. There are times when food ordered is not food received. Fresh fruit is practically non-existent.

All reviews prior to 2020 should be disregarded as they may not reflect the current status and conditions. In the climate of a Covid19 pandemic, one would think an assisted living center would take the position of OVER-communicating to residents and families. However, the Atrium has decided to do the opposite; they do not respond to emails or phone messages from families, residents are left wondering and are worried about their safety. Getting information out of management, including nursing, is like pulling teeth. For example, the latest Covid update on their website - where they state not being aware of any confirmed cases of Covid within their community - is over 6 weeks old. They fail to mention that several of the staff members, including some with resident interaction, have tested positive. My satisfaction level with the Atrium (where I have a parent) has been on the decline long before Covid. With a new management team in place and restructured ownership, it is abundantly clear that the focus is on the bottom-line. Staffing levels do not support the level of care they claim to be able to provide. I receive second-hand complaints that several of the CNA's are well-known for their rude and condescending remarks to residents. Even the food service, for which they once well-regarded, has slipped in to a quality category generally reserved for the incarcerated. I get it that with the pandemic, operations just wont be as smooth as they once were. However, I think the Atrium is being opportunistic to reset a new bar of service and care low enough to blame it on Covid; but they make up for it by charging the same premium rates, possibly hoping to dump some residents who require a higher level of care and backfill with low care residents at the same premium rate. Just my opinion and perspective....

I don't know when the other reviews were written, but as of July 2019, this facility is extremely short handed, and has been for many months. While there are several kind and hardworking nurses and CNAs, there are not enough if them. Even when fully staffed, the schedule is light. However they are never fully staffed. Management is supposed to fill in for shortages but they do not. There is a big difference between what families are told and who is actually on the premises.

Nice building, but they need to get their act together, on many levels.

Looks beautiful and new, but looks are deceiving. The care is awful. The staff is always changing, and you never see management or the director to even express concerns. Not good.

My Dad resided there for ten months. I at times so struggled with the care my Dad was receiving... Lost dentures, two sets after living there three months. Sure, easy to think things easily get lost, misplaced but the bedroom doors were often kept open and unlocked as were the little cabinets in bathroom...where such items should have been...locked up. Staff was immediately informed...little was done. Sadly, they seemed so uninterested over the fact this was pretty devistating to my Dad on a daily basis for the reminder of his life. An elder with dementia, normally struggled with chewing and swallowing his food...no dentures meant more struggle for him. Several overseeing his care stated they were unaware he wore dentures. He lived there three months and they were unaware he worse dentures! He refused dental care and I doubt he could have sat in de tam chair! No way I could have new ones made up for him. Glasses missing. Safety, during a visit he was found outside, unsupervised filthy...covered in feces and urine. He resided in the locked down section of Symphony...for those with wanderlust and those that the illness has progressed a little more. Those requiring more then promting with self care and daily activities. No employees noticed him gone, even though the alarm went off as he exited through the fire escape door, rather then following safety procedures an employee shut alarm off and went about their business. No head count on residents checking to see if anyone was missing. Safety measures not very important that day. No explanation given, no questions answered or concerns addressed. So glad j visited that day!!! Sadly, Communication was limited with management.

My Husband had a short stint at Symphony Manor. He has Alzheimer's....... One weekend he was a little more agitated than usual, Symphony Manor called an ambulance and had him taken to the hospital for behavior stability. When his stay at the hospital was completed and he was calm, we had a patient review with the hospital. To my surprise, Symphony Manor (who was there in attendance) told us he was not allowed to come back. I was in shock, there was no warning whatsoever. I had to start the process all over again to find a new home for him. This is not only a huge set back for the patient, it's also detrimental to family members. I felt so incredibly helpless, we had no one to turn to for help, I now know what it feels like to be homeless. In other words, your loved one had better be totally compliant or they will be tossed to the curb.

My mother has been a resident of St Augustine Plantation for over 3 years and the quality of care has declined to a point that I will no longer recommend the facility. The care-givers and nurses have good hearts but the administration is terrible showing [Removed] and caring that simply can no longer be tolerated. The food served is frozen vegetables and processed entrees like pot pies. Despite my constant requests for fresh fruit, the residents rarely see anything except canned peaches or fruit cocktail. Tonight a resident was crying because despite numerous requests for meat and potatoes for dinner, all he was offered was grilled cheese or cold lunch meat. Families have called and complained and met with management and assured of changes but the situation is not improving. My mother had an unreported leg wound that was [Removed] and became horribly infected - the infection opened a stage 3 wound with infection half an inch away from the bone - an infection that 3 months later we are still fighting. The facility is pretty but until the administration is changed at the top, I urge you to avoid putting anyone you care for in the director's hands.

It is very expensive to move your family member from one facility to the next. But in my mother's case, the move was needed so give me a couple days and I'll think about it. Each month they added different cost to my mother 's bill. When I questioned the extra charges .Each person gave me a difference answer. My mother was moved to the memory center about three months after she was an assistant living, which that didn't surprise me. The staff was not trained properly to know how to handle people with dementia. I went every week to see my mother, and I witness this with other people in the memory center. So I can only imagine what they were saying to my mother when I wasn't there once the agitator and she would act up then it would cost her more money at that point I had it.

Overall experience is terrible. The community is pretty clean. Not friendly once they have for family member and $$. Quality of care. Very low. Most the staff appear to be over worked and or under qualified. Good food. Value, terrible. My mom has been there since late [date removed]. 3 trips to the hospital. Only 1 they told me about. She has spent more time at a rehab facility recovering from multiple falls then she has been in there. The last time I visited no one could find my mom's 2 pairs of shoes. No wonder she has kept falling and being injured.

They could improve on staffing. Communication with the families. Put the dining hall in the middle of the room instead of all the way at the end of the room. Not leave residents soaking wet in their own urine and lying in the floor for hours until the have rhabdo. My favorite thing about the community was when my dad left in an ambulance and never went back.

Not a well run organization and will be one pricey mistake if you move your loved one in here. The food is horrible the nurses are horrible and the sales pitch is all smoke screens and the executive director is as phony as they come. Medication is either never available or “late” / never received.

Symphony was terrible. Would not recommend that place to anyone. Rude staff. My husband escaped twice from memory care unit .only one nurse on whole floor. Urine on floor of his room on his bed .Patients sitting on floor in hall way. Never again

Unfortunately, not too long after my mom moved into Symphony she started wandering. Symphony made it clear the only way she could stay there is if she had 24 x 7 Aides. Once that happened, they did not pay attention to her at all. The room was barely cleaned, medication was not always on time. Plus, many of the residents were rude to my mom. Shortly after, I moved my mom out. Bottom line, Symphony is OK For seniors that are self-sufficient. But for seniors that need help, I would look elsewhere.

Had add on's and was fine during the day but not for dementia residents. Hardly any staff after 6 when sundowners occur. Lots of falls, out of milk regularly, not chef prepared meals appears frozen food. Activity director quit and not replaced. No social worker, no Medicare or Medicaid beds to transition to. If a person is alert and has no dementia and only needs minimal assistance, it would be fine. I did have items come up missing. No assist bathing at times.

Very disappointing, I honestly believe that if I had not gotten mom out of the Memory Care as soon as I did, she probably would not have survived the end of the year. Very sad and very horrible experience

The dementia testing was not done by a professional neurologist. Our loved one was placed in a portion of the facility that was not suitable for him. Although we were told we would be offered a meal so we could see what it was like, this never happened even upon our request. Because of all this we decided to take him home until we could find the best care for him and check our options. In order to get him released to us, we had to get the Marion Co Ombudsman involved. Our loved one is home now until he becomes too difficult to care for. The staff we talked with as we viewed were friendly yet we later felt betrayed. Even the friendly staff in the memory unit didn't know why he was there.