Heritage Senior Living

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.

Negative 5. We moved her to a new facility which is much better (in every sense of the word) from staff, to residents, to managers, etc. Upon check out we even discovered she had meds left that she was supposed to have full dosages of by that point. Extremely poor experience on all ends, all of which are no problems at all at the new facility we moved her to. They even did not know she was in the hospital for two days - even though she was taken by ambulance from the facility!

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.

Communication was poor no one to answer the phone after 5 pm Personal caregivers were negative at times and very demeaning . I would never use the West Allis Heritage for myself or any relative or friend again.

Hoping to move mother into dementia unit when she needed extra help. But they could not take her because of compliance issues. She lived in assisted living for several years and we were told moving her to dementia unit would not be issue. After learning about compliance issues I would not have kept her there anyway. Very disappointing. False advertising / unethical marketing practices if you ask me.

Our family had an in person tour with Heritage Middleton and we did not like the layout at all, there were several people just quietly sitting in wheelchairs in the hallways.

My father's room was a pig stye the day we moved in. We cleaned it for over 8 hours, and it was never cleaned again. It had a big problem with ants and flies. I had to put my father's clothes out in the hallway to get them washed. He was not bathed until Hospice got on board. The rates went up every 2 months. I had a nurse try to pressure me into having my father move to memory care, saying that my father needed more care, which is more expensive. My father wasn't getting any care. My father didn't want to wear the call button because no one would answer it. He had better luck leaving his door open to and wheel his wheelchair to find someone. My father was sane enough to figure out that wearing the button didn't work, and yet they were pushing for him to be moved to memory care??? The food was ok, but it was rare that there was butter, salt, pepper, sugar, cream, or condiments. Silverware and coffee cups were always short in supply. The office staff always had their heads on the computer screen and had no time to actually talk about my father's care. The aids that cared were overworked, and the aids that didn't care were on Facebook or texting. I visited my dad every day as I knew he was not being cared for.

They fail to communicate effectively and will try to increase your LOC without a 30 day advance notice of price increase. I would never recommend Aspire.Replace management as well as those at corp level. Even corporate was terrible, they had no desire to communicate nor offer resolution.

The administration at Heritage Muskego does not respond to family concerns, does not staff well and is seldom available for promised care meetings. Although some of the daily staff are caring most do little to engage the residents, activities are minimal and child like - they are not treated like adults. Many of the staff are third party “caregivers “ not Heritage employees. If your parent needs additional help this is NOT the place for them.

Complete turnover in staff, management. Unable/unwilling to care for family member’s basic dementia issues. Memory care unit not accepting patients due to staffing and management problems. Decisions are run from corporate office - not by local medical staff.

I would tell others looking into Aspire Oshkosh to make sure to be an advocate for their family member and ask questions. The communication with families and answering of their questions is something this facility really needs to improve on.

This is a terrible institution. First of all the managing Director is never available to speak with a family member of a resident and she never returns phone calls nor provides access to requested documents. The staff is never around and according to my family member who is a resident they hide in empty rooms so they do not have to work or be available to help a resident with their needs. On a recent visit a family friend and my loved one listened to a resident call out for help for a considerable indecent amount of time before anybody showed up. During that same visit they observed two female residents shouting at one another concerning a "room altercation". Again no one showed up for quite awhile.

I would want others to know when looking into Heritage of Muskego that my dad had Parkinson's and he needed a lot of care. A lot of times we found that they pushed him off into a corner because they thought he was disrupting other residents. We were not happy with the care we received here, I do not think they were doing the things they needed to do or monitoring him as they should have been. He needed feedings and I had to get staff to help him and I had to give them suggestions, we felt like we were doing all the work. We are very disappointed and they are not what they said they were going to be. They do not have experience with Parkinson's disease. They did not treat residents like human beings.

Pretty is as pretty does, so no matter how pretty the property, consider the integrity of the owner and executive director. They have a right to their terms, but not to lie about them or change them later. Our 87-year-old friend was told that if she private-paid 6 months, Heritage would keep her when she went on Medicaid. The promise was oral, made by former executive director and witnessed by current sales director. They don't dispute the promise was made, but, as Milo Pinkerton, owner, says: "A promise is not a promise unless it is written." Our friend is evicted after spending her life savings at Heritage.Their promises are as bogus as their slogan: "We treat residents like family; trust us with your loved one."

I was scheduled to take a toured here for my loved one, but when I arrived, they did not seem to be expecting me. I spoke with the front desk girls and was asked to take a seat. after that, I sat for more than 15 minutes before anyone spoke to me. I felt like I was being ignored or that my time was not important. I didn't feel; that the staff was competent either. If they could not take care of me well, How could they take care of my loved one?

I was not happy with the care that my father received here. My father did not get the attention here from this community. I do not feel that they gave him the good care and he was not there long. They were not giving him the medications that he required. My father was not here long. They did not have caregivers at night for any care. We would not recommend this community for care. I did see some of the caretakers sleeping in the break room

We had a horrible experience with this community. They were not able to provide the level of care my father needs. They made many promises to us, that they did not follow through with. There mare many improvements that they need to make in the care department. I would not recommend this community.