Gardant Management Solutions

Hi- I just wanted to provide some feedback about two dementia facilities under the same company. White Oaks at Heritage Woods of South Elgin and [Removed]. I had a family member stay at White Oaks and the one here on [Removed] and the bed bug problem was incredibly bad to the point the bugs were in the hundreds in my family members' room. The staff was as attentive could be but the facility did nothing initially to get rid of the problem and didn't communicate with our family about it. To have a loved one in a place where there is a widespread bed bug problem is not just wrong, it's inhumane. I hope families looking to place loved ones with Dementia will consider this before sending or referring anyone to either. The sad part is that these are residents who don't know of this epidemic.

This place has really gone downhill. Food is terrible, no nurtricious and repetitive. Nursing care is minimal and very not client friendly. Huge CNA staff turnover.

We had a terrible time getting my loved one in there. He was accessed by a nurse and he express that he needed help with meds and they agreed they could help but after a month of no help they approached him and the family and told us they could not help. When family talked to mgmt. nurse said we must have misunderstood her. She was covering her butt. The office staff is not friendly and always give us the incorrect information. They need to see that they are dealing with the elderly and need to explain things more clearly. When we question office staff they get very rude and tell us we already told you that. I wish we would have had more time to review before moving him there. Sad that we have to get management involved to get nurse to do a nurses job.

My grandmother moved into West Park place recently, and she has been miserable ever since. She was hounded and harassed by one of the employees for YEARS to move in there. This employee showed up at my grandmothers constantly, took her garage door opener to have access to her house (without her permission), and would go to "visit" my grandmother at different hospitals or rehab places where she took it upon herself to try and get personal information, test results, discharge dates, diagnosis, etc from staff. She can't go to the grocery store or Dr appts at different times because the bus is already full and she doesn't drive. She said the food is not that great either. *She did say that the staff who assist her have been kind. I strongly advised her to move to Swan Creek (where she wanted to go), and instead she moved into this awful place because she felt obligated to this employee who had been bugging her constantly. I wouldn't move my dog in here, with practices like that. Employees hounding, harassing, and stealing garage door openers??

We had a terrible experience with Village at Westerville. They are not responsive to any sort of dementia or memory issues, and we eventually needed to move my loved one because of this. They were just generally very unhelpful throughout the whole process. The nursing staff dragged their feet returning our loved ones remaining medication when we were moving her out, and turned what should have been a simple process into a crisis. And the director here behaved in an incredibly petty and unprofessional manner, she fought us every step of the way. I would NOT recommend this place, after seeing the way their staff behave in a situation like this.

The management needs to check on the care that the nursing staff gave their residents ... negligence is very high...

Wish there was a zero rating. My aunt was in the hospital and the management kept harping on how much money she owed. In contrast, my father was in assisted living in another facility He is in the hospital also. The facility returned his rent check. They didn't have the heart to charge him while he was in the hospital HUGE difference. Heritage Woods is ALL about the money - PERIOD. Mark this one off your list

My parents moved to Gull Creek early March 2017. We visited 5 assisted living facilities before choosing Gull Creek. We used the metrics below in making our decision.The first year of their residency, Gull Creek maintained the quality and standards that had prompted our decision. Resident satisfaction Resident occupancy Staff retention Staff morale Resident family satisfaction Deficiencies/Complaints No Deficiencies Severity of Deficiencies/Complaints Reputation in the community (reviews) Unfortunately in 2018, Gardant Management took the helm and the decline of Gull Creek began. It began with a downgrade in food quality, which was repeatedly dismissed by the administrator and her superior at Gardant. Concerns voiced by residents and resident families were ignored for two years. Gull Creek's administrator made no effort to improve the food quality, opting for a token resident food committee, scheduling meetings with resident families and food providers/chefs who had no authority to implement change while ordering take-out for herself and management staff. As resident family members, residents and staff displayed their dissatisfaction with obvious cheapening food, abysmal snacks and old produce the administrator stated at a meeting she no longer wanted to discuss dietary. Meals remain awful. Many of our loved ones have medical issues that include high blood pressure, diabetes and heart disease, our concern regarding sodium, sugar and additives prompted over 15 requests for nutritional content. These requests were ignored. A dangerous situation is excessive staff turnover. From 2017-2020 there have been 3 Directors of Nursing, 3 Activity Directors, 3 Marketing Directors, 3 Administrators, 3 Maintenance Directors, 2 Delegating Nurses, 2 Kitchen Managers: average length in tenure 1.3 years. Currently there is a position posted for a delegating nurse. Instituted by Etros, a recently retained consulting firm specializing in underperforming/failing senior living communities, remaining staff hours have been cut. Remaining staff are overworked. Understaffing has resulted in errors in medication administration. Medications administered 2-4 hours after prescribed times, timed diabetic blood tests that are to be administerd prior to meals adminstered after meals. Cut backs in housekeeping staff to 2 employees has led to dirty apartments and erratic laundry scheduling. Gull Creek had 0 deficiencies/complaints in 2017. From [date removed], most under the tenure of Gardant and the current administrator, there have been 24 deficiencies/complaints. Redacted files indicate: errors in medication dosage- giving one resident wrong medications, not administering medications, administering wrong doses, excessive amounts of falls resulting in broken bones, head injuries and a fatal subdural hematoma. Others detail non-existent records and reports from nursing and management; involving critical information that impacts resident safety. At the last family council meeting in February, when asked if there were current deficiencies after the report of [date removed], we were told by management there was one. I was forwarded a copy by the administrator of the report dated [date removed]. However on [date removed], according to the state's records, there were seven additional write-ups for deficiencies. Below is a link to the state of MD site. [removed] Gull Creek has sadly, lost residents, staff, services, amenities and it's reputation. Recent reviews on google, yelp, facebook and sites such as a place for mom, caring.com cite poor nursing, lack of compassion, bad food and bad value. One glimmer of positivity are the employees who really care for their residents and treat them like members of their own family. And an amazing member of the management team who is competent, kind and professional. However they can't right the helm of a sinking ship.

Mom went into Gull Creek in October, 2019 and left in March 2020. There were so many issues while she was there but I will attempt to keep this review abbreviated. My main concern was the nursing staff and the less than acceptable quality of care. It started with them administering a medication to her daily for 2 months that her doctor had said should only be used as needed. Upon admission we were told she could use the pharmacy of choice for her medications. Later they changed their policy and required use of Apple Pharmscy or the prepackaged pharmacy( cant recall the name). This meant a 3 month script of one of her medications at $5 dollars with Express Scripts went to $80+ . This was just 1 med. She was on multiple meds. She experienced multiple undiagnosed urinary track infections even though we were billed for AZO test strips. I reported hallucinations to the head nurse, B..., who brushed it off as probably due to medicine. Mom began experiencing multiple falls. Instead of recommending various med evals to figure out what was going on, they took her walker away and confined her to a wheelchair with NO medical evaluation recommended. She suddenly lost her ability to walk in Feb. B... said that originally they thought she was "faking it". When I returned to town in March I took her to multiple doctors to try to determine what was going on with her. B... stated in a meeting with myself and her boss (V....) that she had arranged the appointments. Let me emphasize that never happened. I scheduled the cardiologist, the neurologist, the orthopedic and the general practioner. The only council B... gave was to say that if she continues to fall she can't stay at Gull Creek. Too much liability and they are not staffed to have a 2 person assist. Finally on the day that Mom returned from one of the doctor appointments she fell to the ground trying to get her out of the transport car. WHILE MOM WAS STILL LYING ON THE GROUND, B... came out and said, "she can't stay". Mom was still on the ground crying that her legs hurt and B... is saying she can't stay right in front of Mom. Shes going to need to go to rehab. She finally did help to get Mom in the wheelchair. Mom went to rehab where she was sent to the ER the day after admission with another undiagnosed UTI. I could go on with more examples. If you love someone please do not send them to Gull Creek. The nursing care is sub par, the food is a disgrace, and they are unethical in their business practices. I was never informed of a $4000 facility fee until the day we were moving mom in. When she started to fall I was told there would be no increase to her monthly rate because her level of care was already covered in the monthly rate. I was required to sign a new lease at the time so that her increased level of care was reflected in the lease. Again, NO increase in rent. The following month I was sent a letter stating that the rent was increasing $900 a month. Reason, they claim we were never charged for care to begin with. Really? Once Mom left I was charged additional rent, even though she was in rehab and would not be returning. I spoke with the business manager who could not give me a reason for the charge. The only response she had was, "well you signed a lease". After sending documentation of my discussion with V.... the Administrator about moms inability to return due to going into a nursing home i received a $500+ refund. I had to argue to get it. The one positive note about Moms experience there was the folks who conducted the activities. [names removed] are two wonderful and caring ladies who loved on Mom. I will forever appreciate them.

My mom was the first resident to pass away there almost five years ago. She received good care until she got sick- got a fever and died almost 12 days later. If I went into the details, I'd go through complete PTSD. Once she became sick and returned home it was a nightmare experience. Let's just say they were not accommodating to deal with my mother. Wanted her out of there ASAP. Again, total nightmare. I must say today I received a letter from GARDANT Management Solutions stating there was a recent security incident where some of her personal information was illegally accessed by an employee's e mail account from [date removed]. So not only does my deceased mother gets the letter but the bigger question is that it wasn't reported from October? Just getting notification NOW? Seriously run from this place. Can't believe I'm still dealing with this place after almost five years. Again, total nightmare.

Residents were left sitting after breakfast and not moved for up to an hour. They do not give a crap about their residents. My aunt was seriously ill in the hospital. I called Heritage Woods office with her serious health update on Sunday. The office didn't get in contact with me about my aunt until Wednesday and that was only because she was low on funds and they wanted to know about money and what they should do with her things I frankly wouldn't board my dog there. They obviously don't care AT ALL about their residents in the business office.

Do Not put your family here !!!!! My Mom was here for three weeks and I pulled her out . They totally are not up front with the care that goes on in this place in the three weeks there was another new director she quit the activity director quit . There never any staff around to talk to they never changed her sheets cleaned her teeth or even bothered with her . I had a face time portal in her room no one ever came to help her with anything she always had to try and find someone for help which there was no one ever around. They never answer there phones or call you back. They don't even return your deposit . I am reporting them to the department of human services ,

My mother was diagnosed with Alzheimer's several years ago so we decided to sell her house and find Assisted Living, I hired attorney [name removed] to help with Medicaid, he recommended that I hire a company called [removed] and they introduced us to Carriage Court in Grove City, we were taken for a tour and we thought we had found the perfect place for my mother. We met with the Administer and explained Mom's situation with Medicaid, she had around $80,000 in the bank so we were in a "spend-down" which mostly went to Carriage Court for monthly rent. Once we had spent all of Mom's money on rent we we're relying on her SSI payment to get her by until Medicaid kicked in, her SSI payment doesn't get to her account until the 15th to the 18th of the month but Carriage Court kept sending late notices, I explained to them several times about the SSI payment but the late notices continued. My attorney kept contact with Medicaid and Carriage Court throughout the situation and they were able to file a motion of "Act 52" to get the arrearages paid up by Medicaid. While on a visit today to see my mother and take her a few items I was approached by the administrator [name removed] who asked me what I was going to do about the arrearages and that he was planning on moving forward with evicting my mom, I calmly explained the "Act 52" to him and that it would be paid up, he said he was moving forward with the eviction. When I arrived to start moving mom I was met by the administer [name removed] and two police officers who were there because of the way I "got a bit angry" while in the office of the administer. After explaining the situation to the officers they were shocked and left after about 20 minutes. I wasn't prepared to move everything so I asked the administrator. [name removed] if I could come back and pick some things up later and he told me if I didn't have everything out that he would put what was left on the porch of Carriage Court. One of the maintenance men/bus drivers from Carriage Court saw what was happening and offered to help, he got the Carriage Court bus and helped me load my mom's things and deliver them, if it wasn't for John helping me I don't know what I would have done that day. Thank God that my mom's best friend was the owner of a nursing home and her children run it these days, it only took one phone call and my mom is now in a place that she knows and people love and care for he

My mom loved it at first. Then the staffing and ownership changed. There were hours you couldn’t find a staff in the memory unit or anywhere in the building. They had a 85% staff turnover one year. Just because it looks pretty and clean doesn’t mean they provide good care.

My loved one is herr and I am seriously thinking of moving him out because I have witnessed NUMEROUS times 1 staff member in the building. NO NURSE. A CNA. Let that sink in. How is that legal in a 3 story building?? My dad is in good shape but bout those that are not? What if ab emergency happens? A CNA can legally provide transfer and physical care, not emergency care or meds. I am seriously disgusted. I worry about these people here. Do not recommend. I am currently looking for a new home for dad...

Do not consider Heritage woods of Batavia family member there for some years always change in CNA some are very rude and not helpful with residents rude to family members and very disrespectful. when need support from management no help there, Watch the hidden cost if family member has to go to rehab facility for any reason will charge you a daily rate to hold your apartment on top of your rent don't pay you will immediately be escorted out with your family belonging Food service awful not enough servers . when love one needs their help they find ways to get them out for the next person they do keep score. This place is a revolving door be aware.

Clean and enjoyable except they are trying to bill me for time my mother was not there. They also have the residents apply for food stamps if they are Medicaid eligible When my mom was moved to a nursing home I paid for the time she was there until I turned in the keys which was for 10 days- now they have an attorney on me demanding an additional $1000 I have asked for a breakdown and detailed bill to no avail So be sure you understand the amounts on your bill and go over it with a fine tooth comb

First off the care could be a lot better than it is. This place is not worth having our parents or grandparents in. Management doesn't care just there for a check , the nurses really don't do nothing , the aides and the nurses talk about the people who live there , also the aides talk about each other so that interfere with the care they give this people. I think all management needs to be replaced. I give this place 0 stars.

the staff treats its residents with no respect , often [removed] their personal property. residents where left with nowhere to get help,

The aides are wonderful an the nurses are nice to as for the rest pure attitude an I had to move my mother out because they have bed bugs an didn't even tell us would never refer anyone