Heritage Senior Living

I would recommend speaking to multiple people to see if this is what your loved one needs. The community doesn't always follow instructions and at times the care was lacking.

I would want others to know when looking into Heritage Lake Country to not move your loved one in here at this time. They have a high turn over in staff, including the executive director. They had 2 changes this past year. Some of the CNAS were wonderful, some were horrible. There were a lot of problems with getting paperwork sorted out, they lost my moms paperwork for weeks. They were also out of a lot of over the counter medication, so my mom would be out of stuff for days. I am hoping the new director can turn it around, but we are not waiting around.

It's not too bad of a place if your loved one is fairly self-sufficient. But, when their health declines and they really need the assistance, good luck! Residents wait for up to 40 minutes for help after pressing their call button. I come and find my loved one still in pajamas with a soaked Depends at 11 AM in the morning, bed unmade and laundry undone. All of which we are paying dearly for. There appears to be a revolving door on the front of the building when it comes to staff. I have lost count of how many executive directors they have had in the last couple of years, not to mention other management positions. They have replaced the carpeting though, it looks great!

Mgmt tries to convince you they care but do NOT follow thru on the things they say they will do to correct issues!!!

There was a very strong smell of sewer gas (no doubt a dry trap/drain) in the model room they were showing us. Then the tour person also commented that sometimes that same smell was in the dining room below. I told her that we could fix it because that was a dry trap/drain and we ran water down all of the sinks and shower in that room. Voila—problem solved. And decent maintenance person should have figured that out. Obviously we got off on the wrong foot. The tour guide seemed nervous and ill prepared

This location does not seem to have their staff established yet for being a new property. For someone to have memory issues, like my grandparents, it can make it especially difficult. Management seemed to always be there, however the typical care team would change after about 5 days. It would make it frustrating for someone new to learn about their residents’ routine and medical needs all over again, especially when their residents’ memory is not like what it used to be. The appearance of the facility itself was clean; however my grandmother faced some issues with her personal cleanliness. Let’s just say they didn’t do her laundry or take out her trash not as often as they could. My grandmother would have soiled linens in her laundry basket for two days and my mother actually had to take that and wash it at home herself since the staff was not taking on top of it. We did report the incident, but again, the staff turnover just happened too often that the issue wasn’t necessarily resolved. There is also a cafeteria that the tenants can eat at. The staff team would knock on everyone’s door to let them know that it’s time for lunch. But because of my grandparent’s condition, they’re not able to move around as much as it would cause them pain. So only when everyone else has eaten their food, the staff would take up meals to my grandparents but it would obviously be cold by then. I would probably recommend this location to others, but it really depends on how much care you need. I would not recommend if you are one with memory issues.

My mom was there in both assisted living & memory care. Assisted living was great; memory care not! There is a seemingly constant change in staff, not enough supervision of staff and activities for the memory care residents lacking. It suffers from poor leadership although a new director seems to be making some positive changes! Dont be fooled by the beautiful building- they have a way to go yet. There are some amazing caregivers that do a great job, they just need to find a way to hire and keep them!

My mother isn't doing quite well since her move to this community. I do feel there is room for improvement with the care they provide. When I've brought up my concerns with the staff. The head nurse told me they are very understaffed . We will be moving her to a new community. She needs more care than they are able to provide.

Moving my father into assisted living did not go smoothly. There seems to be a real issue of accountability for providing care. It is a systems issue and not an issue of one or two employees. Also, someone with some dementia there is no system in place to orient and help that individual get used to the routine so they can feel very lost. That was my father's experience.

My first impression is 'beautiful'. After my Mom moved in, there was problem after problem. Medications weren't set into place, staff doesn't always come when the call button is pushed. (As with any business, the place cuts corners and tries to run on a skeleton crew.) The staff are not CNA's, which surprised me because the cost is so high. Some of the staff are nice, others are not. Some of the staff know what they are doing, some do not. If your loved one is on oxygen or needs a breathing treatment, they'll be waiting, as these young, untrained gals stand around and wonder what to do while you watch your loved one gasp for air. It's a bit heartbreaking to say the least. I've addressed these issues several times with the head nurses and administrative staff. They say they will take care of it. Things go well for a few days. Then something else arises and it's back to square one.

Our experiences with this community has been okay. I'am having some issues with the head nurse. Also I'am not really happy with the some of the staff members. It is a nice and clean facility, they do a good job with the cleanliness. They do not offer many activities in the memory care unit, I wish there was more. I'am going to have care meeting with the assisted director, so we can work together to resolve things.

This facility from the moment we stepped in the door to the second we left was absolutely gorgeous nothing out of place immaculately clean however the woman who toured us around was pretty sick and showed no concern for any of the people staying there she coughed everywhere including into her hands never sanitizing and continuing to open all of the doors through the whole facility and watch as extremely concerned with the fact that they were not a facility that would make arrangements with family care if in fact you ran out of self-pay

We recently moved my Mother to the Heritage in Pewaukee. Everyone was very attentive and helpful during the process prior to her actually moving in. David helped guide our family on how to make the move. Kim was helpful in assessing my Mother's needs. That attention stopped once my Mother moved in. There were very few staff available. The staff that were there seemed lost. Most responded by saying they were new and did not know. David and Kim were no longer around to answer questions and we had no one to go to. My mother's stay was short due to our lack of confidence in the staff that were actually there. It was a stressful and disappointing experience.

I am very disappointed with the care provided at Heritage. The memory care has a poor lay out, high turn over in staff including the Director position, Nurse, and care staff! Many families are VERY unhappy! Rooms are nice, but care staff does not clean. My loved one was often not shaved, bathed, or even engaged. Activities is ok, but do not have enough staff on for cares OR activities! I feared for my Father when I was not there! I would often cry when leaving, but was advanced dementia and felt I could not move him.

Beautiful facility, friendly staff, however I would not consider Heritage Elm Grove if you are seeking care for a loved one who has dementia or Alzheimers ( especially if they are mobile and exit seeking) as they are not trained or staffed to take care of these people. Our family was told we needed to find and hire an independent 24 hour, one on one care taker to handle our mother in order to stay there.. We were not given the required 30 days, or any notice or time to make these arrangements. We then moved her into our home and hired a caregiver until we can get her in a facility who has enough trained staff who can help acclimate her into a lock down situation, and give her the care she needs.

My father has been a memory care resident at Heritage for over 1 year and things have not gone well. The staff "mean" well but administration does NOT give proper training to the staff to help them assist residents with dementia/Alzheimer's. They have NO clue. Nursing has been good when it lasts but it has been over-turned so many times I can't remember if it has been 4 or 5 new head nurses over 9 months time. There is NO carry thru. Activities is great. I would recommend Heritage for Independent/Assisted Living but NOT Memory Care.

This review may be premature and hopefully things will improve at Heritage at Deer Creek. However, right now, I would have to give them a failing grade. They have a very poor system of allowing visitors in and out of the Memory Care unit. You push the doorbell and stand there forever waiting for someone to come and assist you. They really should have cameras set on both sides of the entrance and have someone monitoring the cameras so that they could push a button and allow the door to be opened. We were informed prior to taking our loved one there that they would be given assistance making their bed. From what I have seen, that is not happening. Also, we were informed that they were doing the laundry, I would assume that also means that they would put the clean laundry away. That also does not seem to be happening. The staff on that floor does not seem to be very good. In my opinion, they tend to be very lazy. The staff also changes the TV channel from METV (old sitcoms) to [removed] (BET). The channel should remain on the channel that was set for the loved one. The staff also turns the heat down. We have always set it high, as our loved one gets cold easily. I also believe that she is not getting bathed as she is supposed to be. The bath towel does not appear to have been used. Also, it took way too long to have electrical outlets installed. I do not mean to be so critical, but hopefully, this review will encourage changes.

My mom was at Heritage Monona in the extended care AL wing for just over one month. She was receiving adequate care at first. The first red flag was that multiple employees had been there a shorter time than her. They have an extremely high turnover rate. In December, a Norovirus swept through the building. My mom got the virus and was put in isolation in her room. Heritage never notified me. A visiting nurse saw her and noted that she was weak and a bit confused. That same nurse came by two days later to find her in the same clothes and sitting in her own urine. They hadn’t gotten her up and helped her change in 2-3 days. The nurse was horrified and called for an ambulance and spoke to the building director. And still Heritage never notified me. My first indication that something was wrong was when ER called me with admissions questions. Horrible care, poorly trained employees with poor attitudes. I moved her to a safer facility when she got out of the hospital.

Would not recommend. Always short staffed. High turnover of undertrained staff. Food is good and choices offered. Laundry is a disaster. You may or may not get your clothes back. Rooms not cleaned on a regular basis

I moved my dad from that facility to one in [facility removed]where I live, almost 2 years ago, because my dad did not like it. The rooms were too small and the entire locked unit was too small. It was really noisy and dirty. I would not recommend that facility for anyone.