IntegraCare Corporation

My main concern is the medicine. There was an abundance of medicine of my relative and the cabinet for him. They had no answers to this, and I still haven’t gotten any answers. He was sleeping in wet sheets, which I am paying the laundry service for now, his laundry has holes in them, I was told I wasn’t paying for the laundry service which I am so I did get reimbursed for those months. However, I am not getting any answers. They wanted me to order his medicine through their pharmacy which I have to pay for. I will not do this since my insurance pays for his medicine , so they’re not very happy about this. I’m paying [fee removed] a month just for them to give him his medicine things seems to go smoothly up there whenever there’s no problem. But look out when you confront them about a problem.

My experience was not favorable. Poor. Although my apartment was to be cleaned, I believe once a week. Although a cleaning was favorable, the scheduling was off, it was not cleaned every week. I had very little contact with the staff, but they were friendly and helped when they could. The meals were not good at all. One of the residents that sat with us at the table physically sick during the meal period I believe this happened three times in the short time I was there. No one came to assist the poor gentleman. I had to run around and try to find some napkins To his face and hands, it took quite a while to have somebody clean up after the incident One last thing was the rent. It went up shortly before I signed in and after I left less than a year later it increased another. There was not much activity planned for the residents.

The facility itself (including furniture, decorations, lobby, gathering areas, etc) is very nice. The salesperson was very good at her job. But once we got our loved one there, things went sideways. He fell down about 7 times in the three weeks that he was there, hitting his head and requiring ER visits multiple times. The Colonial Courtyard staff was unwilling to work with me to keep my loved one from falling. I bought a sensor that alarmed when my loved one stands up, but they wouldn't use it. We ended up moving him to a different facility and things are much better for him there. I would definitely NOT recommend Colonial Courtyard to anyone with mobility issues/fall risks.

We moved my mom March of 2023 and moved her out in August. She now lives at a different facility, which is an amazing place. At Newhaven, the food quality was good but by May it had gone downhill. The staff was good when she first got there, but by May the lack of staff was very evident, Mom had noticed more and more that people in their wheelchairs were being left to wait to be taken back up to the rooms, sometimes up to an hour. Mom had two friends that had fallen, and it took an hour to get to them. I would not recommend this place to anyone, especially if you have dementia.

The second fall was 2 weeks after she got back from hospital/rehab care from the 1st fall. My mom fell and broke her C1 and C2 on her third day there. Then, when she came back from the hospital and rehab, she fell and broke her pelvis and hip. They never called me or her to see how we were doing during her absence from there. It was just a nightmare. It literally changed the trajectory of her life. She passed away in October.

My Mom was only there for two weeks before she passed. My mother had Covid and was in quarantine before she got to New Haven. They evaluated her and stated that she needed extra help with bathing, getting into bed, and help with getting around. Unfortunately, even though it was their evaluation stating that my Mom needed extra help, she was given it sporadically or not at all. In fact, right before she passed, my brother and I were considering taking her out of New Haven and having someone come into her home to care for her. Back to New Haven...there were several times when no one came in to help my Mom into bed (she couldn't lift her legs to get in). One night, she slept in her recliner and another night my brother came in specifically to help her into bed. Several mornings no one came to take her down to breakfast. She would push her button and no one would come (per my Mom). No one ever came to shower her. I did that myself. My Mom was hyperventilating two days before she passed away. We called the nursing staff. They said they would go right down and check on her, which they did not do. They did not check on her or get her any testing or breathing treatments until the day before she died. After my Mom passed, we scheduled an appointment with the Director at New Haven to let them know the issues we had so that it wouldn't happen to someone else.

They make my loved one feel welcome. They need to be much more organized and care motivated. We picked this community, because it was reasonably priced, a good location, we were assured the care would be good, and I was told the food was great!

We took both of my parents here for the tour and I had informed them beforehand that we needed 2 wheelchairs. When we got there for our appointment, we had to wait an extra 20 minutes for them to try and find a 2nd wheelchair. It made me wonder what else they may miss since that was not done before we got there.

We didn’t like this one at all. It smelled like urine as soon as you walked in the door, probably because there were a lot of bedridden residents requiring more nursing home type care than there were residents just walking around.

I would rate them high at first, but closer to the end it was not good. My dad was in a lock-down unit with other dementia patients and they reduced their staffing to 2 staff members per 16 people. I would not place any blame on the front-line people here, management just does not properly staff. I would not recommend this facility. It has been 50 days and counting and I am still waiting to be reimbursed after my dad has passed.

ESL is not currently a good facility for the memory care unit. The have had a lot of staff turnover the last year. So, no development in operational improvements. They had staff that was not providing good care. Short staffing levels at various times throughout the day. Supervision is limited so limited training and knowledge of who does and does not do a good job. So, family can not be comfortable with their care of their loved ones. But, the current staff is making some progress to have the same staff in the unit so they can know the residents and their need and behavior. And the residents can start to know them and feel comfortable with them. They have dismissed several who were not providing good care for the residents. But, still a ways to go for good care.

I would not recommend this facility. They let their residents sleep all night in their own soaked urine bedding. When asked to have your loved one walked to the bathroom, they say they will and things will change - but sadly nothing changes.

Started out good. Medications were over welming. Constantly given behaverial meds. We understood some of the need but not sure of the Doctor and how they monitored the resident. Change of management and short staffing issues. Not able to care with end of life. They need more staffing and Registered Nursing in house daily. We needed closure no contact from management or headquarters after letters were written. This was poor from the facility. Management within the Lancaster facility was all different including staff.

Really low functioning Alzheimer's unit. That one seemed more on the lines of basically where people have reached a point beyond cognizance. If they had been pets, their owners would have put them down. This was the last one we visited before we moved my mom, and of course her memory is bad, so she thought that she was moving here. She got completely stressed out and upset.

Very dark and depressing entry and hallways. Reminded me of a funeral home. Apartments were big but not conducive to senior living esp. stoves and bathtubs. The employee giving the tour was totally uninformed about the facility. Not impressed at all.Very few residents out and about. Seemed deserted!

I called to visit the facility and when we arrived there was no one around. Several residents were in the entry but no staff members could be found. A visitor told me this is not uncommon there is never enough staff. The rooms in memory care are very small and you are not allowed to bring any furniture except what is provided for you which is minimal.it was explained that their furniture does not absorb odors. There is one staff member at night for 18 people. I was told that there is no nurse at night but she is on call. The price started at 4700 and then add on levels of care , cable and laundry. The building looks fine but cannot believe you are going to get and personal attention here. The staff members did not even know each others names. Residences in memory care can attend activities in the assisted living if there is enough staff to take them.

My loved one was here for a time, and our experience was not a good one. They're all about the money here. They were lacking in every category, activities, friendliness, care, food, etc. From the management all the way down the care staff everything got a thumbs down, service was slow, impersonal, and poor all around. The only thing they were diligent about was making sure their bills got out on time.

Do not send your loved one to this AL. Don't be fooled by the pretty front lobby - Fresh paint & new furniture cannot fix poor management. Call response metrics are false- they turn off bell & return an hour ltr to keep high response metric. One med tech uses racist language & her domineering attitude permeates the place affecting other staff. Management does not reigns her in despite formal complaints & notices to corporate offices. In fairness, there are a few good aides, but overall there is no "care mentality" like other places-it's more like warehousing. My loved one waited 3 hours to have her brief changed. Medication management is a ripoff forcing you to use their 3rd party service and the "Wellness" Center is a joke-run by an unchecked incompetent unqualified administrator. Medication errors are not uncommon. Staff trash residents rooms & do not clean up after themselves. On the plus side, activities programming, facilities maintenance, front desk, & food service are good.

I would never have a loved one move in to New Haven Court, especially in memory care the lack of staff, the lack of communication and the overall cleanliness was very, very poor

They can improve on, the people in charge., and cleanliness. I called MANY times to get my bill straightened out, and even went over a couple times. People were not there to talk to and NOONE ever called me back after leaving mulitiple messages. I wouldnt take my dog there.