Encore

My loved one has been there for 6 months now. At First I thought it was a nice place but now I am totally frustrated. As with any facility I am sure - the laundry is HORRIBLE! Things go missing and other peoples clothes (underwear) included end up in the room and drawers. There isn't enough staff and when you push the buzzer it takes somebody a long time to get there. I asked once if there is a log with times recorded that they are check on and did not get an answer. I had to complain about brown stuff on the walls and handrail in the bathroom that had been there for weeks and should have been cleaned off. My loved one has fallen 3 times now. I am starting to think about moving my loved one out to another facility.

I give this community only a fair rating. In a very short time there were too many shortcomings for the dollar value we were out putting. It began with minor issues to more serious ones which unfortunately I will not mention as I do feel with some time and proper management/supervision this community can succeed. My issues were address and I also followed up with corporate on my issues ~ corporate was very responsive which is a plus. The community's management seemed to be a little offended that I had complaints ~ sorry, but this isn't about you or me ~ it's solely been about my love one's care as well as other residents. I agree, after a certain time in the pm ~ everyone seems to be zombie like. It would make anyone seem to wonder. Nevertheless, I wish this community lots of luck in getting coverage where needed and more streamline process to ensure nothing is missed.

Overall we had a pretty bad experience. We paid extra each month for medication management. The staff completely messed up my dad's meds several times, landing him in the hospital. The admin staff were horrible. On several occasions they never got back to my phones calls and we're not available for in person meetings. My dad went down hill very quickly after moving there and only lasted 10 months. He finally was not being able to recover from one of the medication mishaps and died at the hospital, on his birthday. No one at Heritage ever reached out or offered condolences. They just told us we had to clean out his room or they would charge extra rent. The only person who sent a card was the kitchen cook. Very disappointed with Heritage House.

I was told that one of the ladies I know made a review about the administration of this place and the post was never posted!! I’m not sure what it involves but she wasn’t happen at all. Changes need to be made.

Shawano Place is not a good place. Drunk guy in the building and I heard it was the bosses boyfriend! He was staggering around the building making a rukus. That boss needs to be fired. She’s not good at all. We go to the administrative assistant for all of problems!! [name removed] is the best!!! We love her. She had her daughter there the other day. She breaks all the rules and will end up with lots of cites. Please somebody get her outta that position. There are numerous reports on her!!! Why won’t they do anything?

My wife entered the facility on [date removed]. She died [date removed] and her remains were moved to the funeral home the same day. When she entered I authorized the Courtyards to debit my checking account. On [date removed] they withdrew payment for March, and rent for April in the amount of $[removed] for All of April as wel as $[removed] for level of care. They ripped me off for $[removed] because they thought they could get away with it. I am meeting with my lawyer this week to discuss it.

Regional nurse was not personable, didn’t even know my loved one after coming face to face, was optimistic after change in nursing May/June, GREAT NURSE…. Sadly, disappointed. VP of Opps is lacking engagement, putting residents needs behind profit

Pathetic!!! The place is being ran by a young woman that doesn’t know what she is doing. Short staffed on every shift! She is pushing everybody out the door. I’m a frequent visitor and I’m not liking what I’m observing!! I believe the problem is her. Plenty of staff when the guy was the administrator for the building!! Cares aren’t getting done. The place needs to be shut down. Contacting state will be in the future.

The staff are AWFUL and very RUDE to not only the residents but the families of residents. They sometimes blame their heavy accents on miss communication when in reality they’re lying and trying to cover their tracks. The food is DISGUSTING looking/ tasting and the kitchen and cook don’t look clean. I’ve seen dirty dishes and cups come out the kitchen and then being given to residents to use. My loved one isn’t showed on days they are supposed to be showered on. The management is TERRIBLE and you can tell they really don’t care about their residents.

My mother was there until she broke her hip. Then the vice president of operations, [name removed] wrongfully, terminated her contract, and refused to allow her to return. Thankfully, I had every piece of documentation of services they provide and hired an attorney. I won my case, and she was allowed to return. In the interim, she had been placed by the hospital in a HORRIBLE home nursing home facility, The building administrator and staff were appalled that she was kicked out. They wrongfully terminated the local building administrator. The vice president of operations is trying to change the state stuff as he does not want any residents on hospice. This is a memory care unit. Unfortunately, due to the progression of the disease most if not all residents end up on hospice. The nursing assistants were wonderful and did the best they could under a horrible leadership of corporate greed and incompetence! My mom has since passed. Stay away!

My loved one had fallen and hurt her back. They were not doing anything for her. She was eating pasta and pizza when she was a diabetic. When we pulled her out she had bedsores all up and down, she had shingles, lost 40 pounds and no one contacted me about any of this. They also were not changing her sheets. I pulled her out and she was so weak and passed away 3 weeks later. They then wanted me to pay the next months rent. I would not recommend this facility to anyone. I cannot believe the place is still open.

The nursing care was fragmented . The medication management was non existent, the RN was disorganized and overwhelmed, med techs did not follow protocols. Activity director was unfriendly and not encouraging. I felt the PCAs were most were inattentive and one or two were down right rude . I removed my mom after one month. The director was very nice. She is new and trying to fix things and get staffed up. Follow thru to questions was poor . I DO NOT recommend. The facility was clean. Food seemed good.

Covid 19 is running ramped I was tested this morning And I was positive I had breakfast 4 days ago with a resident who latter that day tested with Covid 19 I remember zI asked the caregivers [name removed] if I should be world and she said no so I went about my business. Now I am quarantined I have to wear a mask and eat my meals in my room. The caregivers here a totally incompetent and don't know the first thing about dealing with the pandemic

Walking into the facility, I noticed several things that was a concern. There’s a bigger, taller girl that every time I’m there is doing absolutely nothing besides sitting in the front offices. She’s always wearing dark blue scrubs (unsure of her name)! Every time I try to approach the boss she’s in there. Not sure on what her job description is but it can’t be anything important. Please find her a position! Stains all over the carpets, meal dishes scattered all over and the windows are always dirty along with the dead plants around the building

I was visiting my Mom in the main building on 2nd shift and was appalled by the staff. I don't think that the noticed I was around. I saw a black female med passer using profanity at one of the residents who was asking about medication for his wife, and a white male caregiver hugging on another employee and playing around. I also saw the white male pushing one of the female patients to her room and heard him yelling at her for not putting her night clothes on. I will be taking my mother out of this facility really soon after this. I am frightened by the thought of that older gentleman being anywhere near my mother.

If I could give zero stars, I absolutely would! Patient dumping is their favorite way to eliminate any resident that does not meet the "Randall Residence Standard." What is the Randall Residence Standard, you ask? Over medicating! Or in my father's case, it was not giving him his medication. My father was accepted at the Randall Residence after an extended hospital stay. Our family was candid about his condition and what his needs were going to be. The Randall Residence performed two different assessments for admission. They accepted my father, and he moved in. The first week was good. My father got care, he enjoyed his stay, and the caregivers were kind. After his first week, we received multiple calls requiring us to come up and help handle various situations. Here are some of the "incidents": throwing chairs which did not happen. They could not change him. He threw a class that did not occur. He took food, tried to go after someone with a fork, and swung a fire extinguisher. These

my husband was there for respite care while i was having a medical procedure. he was supposed to be there for a month. during his stay he fell and ended up with a hugh hematoma on his forehead and a concussion. every time i visited his mouth and lips were dry and i had to remind personnel to give him water. at the end of 8 days he ended up dying of renal failure. prior to his stay there he had never had any issue with his kidneys. i am still fighting to get my full reimbursement for the last 22 days he was no longer a client.

My step father stayed at this facility for approximately 6 months. We started looking for a new facility recently, due to ongoing concerns with his care. Unfortunately, he's now in hospice. He started out in one level of care, broke out because of lack/care of staffing, and was found on the highway where he'd walked. He was moved to the more secure level of care. We found him without proper undergarments, he would be soaked with urine, sometimes feces, and the apartment reeked. Last week, his hair was shaved off and no one could explain what happened. he blocked up his toilet, likely from flushing things that shouldn't be flushed. When my mother arrived, the room had been shop vacuumed but not shampooed, and smelled strongly of sewage. When he arrived at the hospital, he had feces crusted on to his buttocks and [removed]. He was wrapped in a blanket with urine and feces. The lack of staff, lack of care, lack of basic humanity is astonishing. I really hope that this place is shut down.

The communication was horrible, as the community didn't have any phones in the residents rooms. When we visited to see our loved ones, the staff didn't know who we were or where to find my loved ones. When the community finally did let us in, I found out after finding my loved one that they were in quarantine for the flu. The community didn't post anything on the doors, or called the families to let us know about this outbreak. There was no place to put the trays of food for my loved one in their room since they were in quarantine. The community didn't want to treat my loved one for an infection and said to take my loved on the hospital. The community is beautiful and didn't smell. The person that admitted my loved ones, tried to use their personal cell phone to allow us to speak to our loved ones.

I was initially satisfied with the care and services that my loved one received at Encore. My loved one moved in on [date removed] and passed on [date removed]. Although my loved one had only spent a month at this community, we are still paying for services and have not been reimbursed for unused living and care services. The contract we signed included a lot of jargon that would need to be deciphered by an attorney. The document states that if you wish to move out, Encore needs either a 30 day notice or death. They chose to stick with the 30 day notice, despite my loved one passing. So we've had to pay for an additional month of services that can not be used. The money we've had to pay them could have been used to help put my loved one to rest, we are really dissatisfied by this.