Experience Senior Living

There was a large staff turnover recently. New staff does not know residents and are not as compassionate. They need to spend more time with the residents to make sure they're getting the nourishment they need. An example is, there was a blind lady there for the past couple weeks. Since she is blind she falls asleep very frequently. They would put the plate in front of her hand her the spoon and walk away. I feel that they should check on her throughout the meal to make sure she's awake and eating. When pretty much everyone else was done she had only taken two or three bites. They took her plate away and handed her her dessert. Leftover food from breakfast is still on the floor at supper time. For two weeks in a row, they were served a bunch of noodles with a little bit of chicken stirred in. No vegetables. They are not getting balanced meals. I think that the good meals are on the other side of the facility, because those residents will know what they're eating and will remember. I feel the crafts should be more stimulating. They do a lot of coloring. They only do a special craft for a holiday. I have only seen two special crafts since she's been there. Communication is poor. I have received three calls since she's been there. One was for a fall. The other two made me run to the facility, which was not needed. When I got there they didn't know why they called me and I didn't need to show up. Depending on which staff member you talked to, depends on what you have to provide versus what they provide. Example toilet tissue. They let her run out when they told me they provide it.

The turnover rate since July 2023 is astronomical . The director the business office the head nurse almost every nurse and they had staffing agency people working to fill in . None of them. Knowing none of the memory care people. Activities on the memory care side was non existent mom participated in 3 crafts in 8 months. Morning exercises M-F and they had a lot of music brought in and the assisted living side has happy hour. And a lot of activities. No dietary restrictions were remembered it was just no caffeine. But without staff she was frequently given caffeine . Hair washing that was stated at bath time rarely happened sometimes 2 months and the beauty shop charges 35$ just to wash hair . The grace at home dr quit and they had a fill in person who communicated with the staffing agency who knew nothing . Instead of calling me as requested. Even the memory care director quit . Everyone but maintenance and housekeeping and the craft activity people quit . So many things missing/ taken the saddest thing was a baby doll given at Christmas gone by that evening before 5 pm her shower chair was taken twice still missing along with a lot of her belongings. Teddy bear from hospital , blankets , shower chair shirt from Hawaii I bought her . I had 2 full sets of others clothing stuffed in her closet to sort through. Moving day was the worst . After 3 hours without help only grief about her missing things . I was followed to my car to be harrased .

While the staff has been polite especially the front desk and some others, we are disappointed that we cannot get our calls returned. We live 12 hours away from Sancerre at Palm Coast and we rely on phone calls for questions regarding the health and welfare or our loved one. We have called for information following falling incidents and other inquires and have not received a call back. The phone is rarely answered except during the day when there is someone at the front desk. The nurse is rarely available to take a call. We have also been disappointed in the meals. The last time we visited, our loved one received a cold tuna sandwich with a small amount of broken potato chips for supper. One time the staff was loudly arguing with each other over duties in front of the residents and guests. It seems that there may be a shortage of trained staff that know how to deal with memory issues.

The biggest area for improvement would be with the aides - sometimes over 30 minutes late, call offs not covered, quality of care sub par.

My Mom has been happy at The Gallery for the most part. She loves the varied and plentiful activities, but the food leaves much to be desired. Mom reports that the food is mostly tasteless and the meats are impossible to chew. She also feels like they do not offer enough fresh fruit and vegetables. The staff was great when she first moved in but many of them left for more pay.

Our family had an in person tour with Sancerra at Orange City and the community came across as very resort like. It was just to much money and the person doing the tour shared a lot of personal information and got a little to much with religion so it just was not a great impression.

We toured with Walnut Crossing and the location just did not seem to be a good fit. They offered separate charges for services that are provided. We felt that there would be too much gray area when you are trying to budget a monthly fee and wanted something all inclusive.

Heritage Crossing is as good as any other community in the area as it's same caliber. The staff have been fine to work with over the phone if I have questions or concerns. My loved one doesn't care for the food. Some of the activities they have available include bingo, card games, field trips, and more for the residents to participate in.

It is one of the best looking facilities I have ever been in, but they are experience what everyone is going through right now where they do not have enough staff members. They have some marvelous caregivers and then they have some that are just sub par.

Our family was able to do an in person tour and we liked the location because it was just a few minutes away from our loved ones home. However, when we walked up to the community the first set of doors opened up like a grocery store, then we assumed the second set of entrance doors would be locked but that was not the case. The lobby seemed deserted and there was not one person up on the front desk to sign you in. We could of wondered throughout the entire facility by ourselves without being noticed. Also, we aren't sure if the lady we met with to give us the tour was new to the place, but she was very flustered and unprepared. There was just no sense of security and all of the doors were closed off.

They didn’t seem to know who we were or that me even had an appointment. The gal wasn’t even available so they had someone who doesn’t do tours show us around. Waste of time as They are WAY out of the price range we indicated in our search criteria. Glad I didn’t bring my mom with me. The last time we took a tour appt at a place too expensive was like showing a kid the front gates of Disney World and in front of the other customers, telling that kid, “Yes it’s very nice here, but you can’t come in cause you can’t afford the ticket”. Mom is already battling depression right now and that was just humiliating. Wish more time in verifying up to date pricing was more of a priority with these types of placement services ... Damarree was twice as expensive as The maximum we indicated that my mother can afford. Not sure why we were advised to Schedule a tour to check it out

I'm dissatisfied with their meal plan when I was looking at this place for my uncle they told me that they would be a lot cheaper than restaurant prices and they're not they charge you for everything they charge you for the meal, the sides, the salad, the drink and with the allowance they give you if you wanted to eat every day and only allows a [Amount Removed] a day there's nothing on their menu that is [Amount Removed] and the rent this year went up 12% now for a senior citizen living on pensions and Social Security that is not fair to them then they also charge you if you want to take your food up to the room they charge you to go fee, which is absolutely freaking Ridiculous

My son and daughter in law wanted me to go right away. I called to cancel Sancerre and stopped payment on a [amount removed] check. They lied about multiple issues- costs, added fees, only checking on me at bedtime. If I used the tech more times a day would cost extra and possibly a new rate. I was told I could stay in the facility thru end of life and long term care. All not true per the admitting person. I was told I could dispense my own meds one they were cleared by Dr. I still have my RN license. I did not want a med tech giving me meds. I saw the debacle at the med cart. I thank God for the delays. I'll wait for Covenant Woods. I was able to get extra in home care.

I thought things were improving until I just found out they are charging my mom $[removed] for delivery of each meal tray. That’s $[removed] monthly just for her to eat in her room. On top of the already monthly rising fees I find this unacceptable and appears they are money hungry. What next charge people for not going to bingo? Extremely unsatisfactory to our family.

We have been through four memory care directors in one year. The majority of staff inside the memory care community are not properly trained and there is no communication between staff when shift change. They have no idea on how to properly move or care for someone who has returned after surgery rehab. There are the select few staff members who truly care and the others don't. Laundry is n ver done or returned correctly. My FIL can go for literally all day with no one checking on him and sometimes not even coming to get him for meals. The administration staff (front office) do not want to help you at all or answer any questions. My FIL has been in rehab for 7 weeks for a hip replacement and not a single person had called to check on him at all. The gallery is a beautiful place but I would not recommend for what you pay.

Memory Care is horrible

The staff is fantastic. But, the director needs to develop people skills. Very condescending.

Look elsewhere. They need to employ more qualified staff.

My father’s care is almost non existent. Moral of staff is low with many workers being outright rude. Housekeeping says they clean room but I can tell his room is never cleaned as we do all the cleaning. The food is mostly really bad. What is on the menu is not what you get. They eat off paper plates with plastic silverware most of the time. Food is dry and unpalatable. Desserts and soup with every meal rarely come . We are looking at new places for dad as this one barely deserves one star!!

Although place appears nice all is not nice. Staffs general moral is very low some even rude. The menu they show compared to what you get is almost laughable. The food is often not edible for my dad. Dry, overcooked,undercooked and not what is on menu. Many times missing items and thrown on his table like he isn’t there.The anytime menu is a joke they are rude and don’t even want to prepare a grilled cheese for him let alone the delicacies that appear on menu.Room seldom if ever cleaned or trash emptied. My family must do it ourselves. We are definitely planning on looking elsewhere very soon!