LCB Management

This facility is small and appropriate for low functioning dementia patients. The staff is caring and attentive but activities are limited and stimulation is minimal. We moved our mother after one week because it became clear to us that despite what we had been told the residents were in the more advanced stages of their disease, were fairly low functioning with offered activities matching this level of functioning and our mother would be under stimulated, bored and unhappy. We also had some concerns regarding cleanliness but we expect those concerns have been addressed by management. BEWARE: All email addresses were the persons title and not their name; probably means high turnover! HINT: Be sure to negotiate for a trial period, in writing, before signing anything if you have any concerns as to the appropriateness of this or any facility. We did not and despite rigorous negotiations with management left a large amount of our mother's money on the table when we moved her.

The Hearth management is not transparent through out the corona crisis. Meaning families and loved ones are not regularly updated with number COVID19 cases with staff and residents and insist they fall outside of governer executive orders including protection from late fees and rent deferment and eviction proceedings during the crisis. . This is not what you'd expect and these places need a lesson in tenant rights and protections. The contract is usery as you wait to see who's next to go to the hospital.

Most of the aides are very good. However, they are understaffed. I was in my uncle’s room when he rang for assistance and waited 15 minutes for someone to come. This happened multiple times and it didn’t matter if it was during the week or on the weekend. There never seemed to be enough help. God forbid if it was a true medical emergency, the resident would be up the creek without a paddle.

Not a place I can recommend. Make a visit to the place without calling ahead and you’ll see the real deal. I hear they don’t treat their staff well and that’s why there’s so much turnover. It’s all smoke and mirrors. Good food and beautiful place, but when your loved one truly needs care and attention you won’t find it here.

My sisters and I moved our Mother into the Assisted Living Section of Brookdale (formerly Emeritus) in East Longmeadow, Massachusetts prior to her being diagnosed with dementia. Within five months, the Director of the facility informed us that our Mother had wandered outside unescorted and would need to be moved to the Memory Care Unit immediately. With no guidance and little communication from the staff at Brookdale, we hesitantly moved our Mother into this new area. That’s when our real nightmares at Brookdale began. While the Assisted Living Section of this facility may be adequate for seniors who need little to no assistance, the Memory Care Unit is extremely poorly staffed for people with dementia. During the first of two meetings with Brookdale’s Director and Senior Nurse, we were ASSURED that unless our Mother needed hospitalization, she would be able to live out the rest of her life at Brookdale. They emphasized that they were well versed in the late stages of dementia and would absolutely be able to care for her there. We were told that there was medical staff available which we assumed would mean that should our Mother have any medical issues, they would be able to take care of them. We soon found out that those were completely false statements. The care that our Mother received there was of the poorest quality. We constantly received phone calls from the nursing staff suggesting that our Mother’s confusion was due to a urinary tract infection, which was not true as we had taken her to an urologist and were told she didn’t have one. Our Mother’s bed was rarely changed; her laundry was thrown into her room, along with clothes that belonged to other residents; she was often left in bed all day long with very little supervision; and it became a common occurrence to visit her and find her crying and confused over very small things that the staff could easily have taken care of. Our impression of the senior staff there was that they cared more about meeting dollar quotas than taking care of their residents. While the Memory Care Unit at this facility may be an adequate place for seniors with mild or initial stage dementia, I would not recommend it for mid- to end-stage dementia.

Pearl Street was initially fabulous. Once the company changed hands things went down hill and fast. Food was horrible, not enough staff, missed medications constantly changing staff. One hand never knew what the other was doing. Very very disappointed. I cannot even tell you the marked change in my mother since moving her from Pearl Street. Very Disappointing experience.

Administration is absolutely horrible if you need any sort of care. Essentially they evicted a 90 year veteran after requiring him to have private pay 24 hour care. The actual facility is beautiful and the staff working with residents are great but their headship team is awful.

I would not recommend this place to anyone. When you have to wait an hour to get a meal When the kitchen is always running out of basic foods you tell me.

I saw the room they had set aside for my wife, who has some cracks in her pelvis. They strung us along for 6 days, and we thought we had solved our problem. Then, just as we were ready to sign up, they decided they would not take her, because she would require too much care. They knew all along exactly what her problems were. They can't be trusted.

Bad experience for the family and the client. Comments: the assisted living facility is great, but the memory care was horrible. The food was poor, the activities director left in a month, without letting us know. We will led to believe that we would get daily reports about our parent who was the client. We got nothing for 2 weeks. Except that when the client fell and went to the hospital, we were notified. The food that he was offered before being put on a restrictive diet was horrible, if you went out, there was no food left for him. Our dad passed in two months after being in the residence - the decline was very rapid. We thought that he would have lasted a little longer, but he and we, the family were miserable. The aids were decent, they tried to do what they could for him.

I think they could improve on the aids attitude. Some of them were nasty. The place is nicely decorated

On the surface, The Reserve at East Longmeadow looks like a beautiful, high-end facility. But once my mother became a resident in the memory care unit, it became clear that the level of care was far below what any family should accept for a loved one. The nursing staff showed no compassion. They were simply medication dispensers — no meaningful interaction with residents at all. I never once saw a nurse check in on my mother, ask how she was doing, or even speak to her beyond handing her pills. Staff were supposed to check on her every hour, but they didn’t. She was left alone in her room for hours at a time. Eventually, she fell while trying to go to the bathroom by herself and fractured a vertebrae. Even before the fall, she was often left in her room during mealtimes. I had to call and ask staff to go get her because she was hungry. After the fall, she could no longer feed herself, but staff still left her alone during meals.

I have a family friend who sent her elderly mother here to the memory care unit. The care was horrible. My friend came every day because she didn’t feel like the staff were looking after her mother properly. They said they would check on her x times per day- she set up cameras in her mother’s room and found none of this was true. She stayed overnight with her mom a couple times and woke up to find ALL OF THE NIGHT STAFF ASLEEP. One time her mother fell and was on the ground for 2 HOURS with no help. Towards the very end of her life, a nurse came to help her use the bathroom. Once she had sit down on the toilet, the nurse LEAVES THE ROOM for a few minutes. Her mother, in late stage dementia, gets up, confused, and falls and has a heart attack. Dies a month later. The worst part was, her mother died at the beginning of the month and this place still charged her for remainder of the month even though THEY HAD ALREADY MOVED SOMEONE ELSE IN TO THE ROOM. Do not send anyone you love here.

The tour is exactly that what you see is not what you end up with. Snack time are if someone feels like it. The rooms are not cleaned . Personal supplies are used for others .Food is served cold 80% of the time completely ignoring a residents dislikes of certain foods noted several times. Nothing is personal there completely inappropriate especially the rude head care director! I got mom in a emergency was good from [dates removed] then complete downtown for care and medication distribution is not on schedule as they claim. I went every day i seen a lot of inappropriate things so we moved out immediately to a much better location.my mom has become more active and vocal her happiness is all the matters..

The ratings are for the memory care facility. There was no real care provided, nursing was absent during much of the day and not at night. Communication with the client's family did not exist. For 3 months there was no activities director.

I am heartbroken and disgusted by the treatment my mother received during her short 7-month stay at this facility, which ended in her untimely death. On her very first night, I stopped by unexpectedly and found her on the floor in a pitch-black room with the door closed. That alone should have been a red flag. Over time, she was unnecessarily sent to the hospital via ambulance, subjected to distressing tests, and received inadequate care between hospital visits. My mother suffered a series of falls leading up to her death, and I am still waiting for an explanation of what transpired. It’s clear this facility is severely understaffed and cares more about the bottom line than the well-being of its residents. Management changed unexpectedly during her stay, and everything seemed to suffer as a result—from the quality of care to housekeeping to the food provided. The only communication I’ve received since her passing is two cold, copy-paste emails of their contract demanding final rent pa

My mom’s experience and residency of 2 years in memory care at the Residence at Freeman Lake was extremely dissapointing. From October 2023 when the present team took over up until mom left in July 2024, things went from bad to worse. The level of care, engagement, compassion, & staff presence for my mom was severely inadequate. She was not cued on changing clothes or showering for 22 days! Even after addressing this with the team, the issue continued. RCA’s presence was minimal or nonexistent. The activities were minimal or absent. Medications were not administered on time and, at times, were missed entirely. Mom fell out of bed and was left on the floor for over two hours, which should not have occurred with proper hourly checks. The Team consisting of the executive director, memory care director, reflections director and senior regional directors offered resolutions but did not follow through. Memory care and reflections director’s level of knowledge was extremely poor. LOOK ESLEWHERE!

Mercer Hill has so many state violations. The facility cant even pay the trash bill. The facility had trash piled up. If your loved one is in Personal Care, they won't get their medications on time. Lets talk about the front desk...If there's a family emergency, there's nobody there to pick up the phone. When leaving a message, the staff called me nasty and thought it was some kind of joke. I was asked not to call the facility by several staff members.

Staff does not respond to phone calls or concerns. There is constant turnover of staff. We are on our third resident director, our second memory care director (a promotion from her previous job as receptionist), second head of “gourmet” dinning. Unfortunately the head of nursing hasn’t left, you’ll understand my comment the second you meet her. Among the countless promises they will make you during your tour, the bistro and third floor bar are not open over a year into business. You will be coaxed with promises of luxury, non-existent activities and the facade of pleasant people. They will quickly pressure you to add additional services and levels of care. All in all would never recommend and am looking at a new facility for my loved one.

The facility is clean to a visitor but the carpets in residential area are old and moldy. I was told there were several pipes that burst and numerous rooms were flooded. Rugs were not replaced. The food is subpar again chef left with new administration and food was not the same. Nursing for residents is I adequate. They can’t keep nurses for long and nurses are inexperienced. Agency nurses are used to fill gaps. Documentation is impossible to get in order to receive reimbursement from long term care plans. Freeman will not work with long term care plans and expect family’s get reimbursement .