Mainstay Healthcare Management

I personally feel that there is a lack of supervision from the staff. Our loved was kicked out after 8 days because of that, there was an incident with another resident. We are still waiting on a refund. I would definitely would not recommend them.

We toured Mill Creek as we were looking for memory care for my father. I am writing this to keep someone else from making the costly and very stressful decision we made. My father did not get a shower, his bed was not made and he lost many items all with his name inside. I had to ask for his clothes to be washed. We were there every single day so we were able to see how what was taking place. He was taken to the ER three times in two weeks and I was called when the staff thought he was with me. Yes- you read right. They lost my father?? Mill Creek Manor’s memory care is horrible and I would NEVER put anyone I loved in this facility. We pulled him out after two weeks. We even met with the board after his first terrible weekend when they could not find him and two ER visits. We discussed our concerns and were promised there would be import. We gave them a chance but there was NO improvement. Please don’t put anyone you truly love in this place??

Husband in memory care. They could not handle him. Did not discuss they were having a problem. Called and said additional help "now!" Didn't help finding someone to help. I had to pull over from a trip to find someone.

I would recommend you find a different community. I ended up taking my loved one out of the community after a very short amount of time. I found the care to be substandard than what was our expectations. The food looked balanced and edible. At the time they delivered it hot.

I would want others to know it was not a good experience. I toured on 2 different occasions pre-covid and during covid so there was a notable difference. Both times I met with their sales and marketing director and I was most impressed with him. After that it went downhill. I met with him several times, emailed him, called him telling him she was immobile and they assured me that she would be a good fit for level 3 care. That ended up not being the case and they knew that she was not a candidate for assisted living. I did not find them to be very helpful especially with this being my first experience. I asked to move her things in since she was so frail, they said no problem and I have an email showing this. We rented a U Haul and showed up and they said that they did not allow move ins on Saturdays and they turned us away. When we did get in, the previous residents information was still on the back of the door, the carpets were not vacuumed, and it had not been clean at all prior to us moving her things in. We try to move her again the following Saturday which had been arranged and once again they had no idea we were coming. Communication was a major issue here and there were many things they dropped the ball on. She fell many times because no one responded to her call button and she ended up breaking her hip. There was a major lack of care and I would not recommend the facility to anyone who is looking.

The community worries more about the money owed monthly than your loved one. They were good at telling us what they could not do rather than looking for solutions. The staff was not very friendly or compassionate. My loved one did not receive the care that we paid for. I would not recommend this community to others.

I would tell others looking that the staff members are not trained in fall prevention, there are no protocols in place for falls that occur or preventing falls that could potentially occur. They do not have enough supervision at night for people who are unsteady. I do not think there was enough medication follow up either. The facility says they are experts in dementia programming, and yet there was no programming available for our loved one. He fell in the facility 7 times and the last fall led to his demise. I met with the care team and supervisors to go over what their fall protocols would be and they provided very little information and had nothing on hand. They also lost many of his personal items that he came here with. They lost his dentures and he lost 50 pounds in 8 weeks after being here. We were very disappointed. It would probably be a good fit for a level 1 or 2 Alzheimer's patient, but for someone in level 3-4, it is not a good fit and the care is inadequate.

We felt the place was not well kept, even though we understand renovations were stopped due to COVID [name removed] was very nice but looked kind of messy. Food sample was terrible most important: that is NOT a one bedroom apt. What they have is a studio!!!

It started out very good but then went bad. The cleanliness of her apartment was ok. The management wasn't great; they didn't have enough personnel to take care of the residents. They did have a lot of staff turnover and the community was on the expensive side.

Things are presented very differently than what happens after your parent moves in. They do not have enough staff on the floor to adequately care for the needs of the residents.They take lots of pictures and make it look like everything is fun times, but when your parent has an individual need, it is often neglected. Choose another facility, but if for some reason you have a parent here, make surprise visits at random hours of the day and night. Check their medicines to be sure they are really getting them. Best to use your own doctor outside of the facility if you want to be the one making the decisions. Beware of outside agencies coming in to give "services" to your loved one. If something feels off with your loved one, check it out. Educate yourself, and don't let the only information you get come from administration. You know what is best for your parent. The Agency for Health Care Administration (AHCA) regulates ALFs. You can look up reports for this facility and other facilities. I highly recommend it!

There seems to be a huge problem with management and communication at Quillen Manor. Yesterday, on April 1, [name removed] (QM's executive director) and [name removed] (QM's director of health and wellness) came to the door threatening my mother with what was essentially an eviction. "We could have you out of here in 24 hours," [name removed] said – though she had just paid April's rent. While [name removed] was relatively respectful and calm, [name removed] was downright nasty, going so far as to accuse my mother of "taking over" her mother's (my grandmother's) apartment. They also told my mother that she needed to be out within the next day or so because someone planned to move into the unit that weekend – something that now seems to have been a lie. Some context: in December, our home burned down due to an electrical fire. Shortly after, my grandmother fell ill with cancer. My mother quit working and began taking care of my grandmother, wanting to spend my grandmother's last months alive by her side. My grandmother passed at the end of February, and because my mother had no home to go to, she spoke with the interim director at the time, [name removed]. [Name removed] assured my mother she could stay "as long as" she needed as long as rent was paid. So that's what she did, planning to be out by the end of March. However, as everyone knows, we are now facing a global pandemic with orders to shut all nonessential businesses down, making moving a slightly more difficult feat. My mother was able to send a check to Quillen Manor for April's rent, which cleared. Despite having lunch delivered to many of the units every weekday (and clearing the checks for rent), [names removed] insisted that they "were not aware" that my mother was there, and when my mother asked how this could be possible, [name removed] said that it was the tenants' "responsibility" to let them know they were there. What? After a couple hours and some calls to corporate, we were told the entire situation was a "horrible mistake." In short, Quillen Manor is apparently experiencing frequent changes in management that have resulted in fragmented communication, careless errors and horribly rude employees. I would not recommend this location.

Missed appt. because of family issue. [Name removed]is becoming annoying for calling me so much and being so pushy during a very difficult time. On [date removed] I toured property. Was not impressed especially for the price. Most expensive I have seen yet and look like nothing to do but watch tv or sit outside. Not what I am looking for.

Very disrespectful training stuff

Ashton Manor misrepresents their capability’s and staff. This is a horrible place and they mistreat their residents with verbal assaults and physical abuse. They are on their 3 Executive Director in 5 months. The turnover is high, employees are not happy and the ED SITS IN HER OFFICE with the door closed with no care to socialize with the residents. It’s my understanding they are losing so much money every month that’s why they give rock bottom prices. Believe me, you get what you pay for. It’s filthy, understaffed and absolutely no moral ground. THEY ARE LIARS- don’t put your loved one there unless you hate them. Recently the state was called for abuse.

The website says they have concierge service but what they don’t tell you is that it’s only m-f 9-12/2-4. I showed up a few minutes early to my appointment and there was no one there and no way to get in contact with anyone. The fountains were not working at the front and the place looked extremely dated. I was unable to see the apartment because there was no one there to help me.

It is small and crowded. The facility feels like an old nursing home turned into a senior facility. They were unprepared for our visit.

I would absolutely not recommend Brookdale Oakbridge to other families. On the first morning my loved one was there, she had a terrible fall. She had not been issued an alarm pendent, which resulted in her laying on the floor for over two hours waiting for help. We were told by the staff that they "did not know she was there." They also did not call 911 to take her to the hospital, and they said it was because they did not have her paperwork. Overall, the staff here is questionable, the administration and management never respond to questions, the menus never reflect what is actually served at mealtimes, laundry and housekeeping is not done, and they do not hold monthly community meetings, as they say they do. This is not the place for a loved one.

We moved our mother into Habersham House (HH) memory care unit. We had many problems as detailed below: When applying for admittance for our mother, in addition to her financial statements (she is self supporting), we had to provide our own personal financial details which we found intrusive. We also completed a detailed account of our mother's likes, dislikes, personal history, etc. We appreciated the thoroughness of these questions. Sadly, it became clear that the information on our mother was either never shared with the staff or if it was, they ignored it. When our mother celebrated her 91st birthday, nothing was done to celebrate it, nor was it even mentioned. When we inquired if anything was done to acknowledge this special day, the Director’s reply indicated the staff had no idea. There were regular activities and musical events in the assisted living area that our mother would have enjoyed (as indicated on her questionnaire) but she was never taken to participate. In fact, one such day, my sister was present when a staff member came to the memory unit to ask if there were any patients to transport for the performance. The aides present immediately said "no", with no consideration that a few residents might have been interested. The memory care unit literature and advertising emphasize the Montessori Method. It was never explained to us how this method was applied to people with memory deficits. Although a bulletin board listed several activities each day, we never once saw any activities despite visiting several times a week, at different times of the day. The aides in that unit appear unsmiling and unresponsive when greeted and certainly, whenever I was there, they were more interested in their cell phones than in the residents, who were left in their chairs to watch infomercials or other inappropriate content on the TV. The residents lack stimulation and seem to be treated poorly by the staff who do not seem to care since their patients cannot voice any complaints. Our mother was in the Memory Care unit at Habersham House for 6 weeks approximately and her hair was washed only 2 times, even after frequent requests! On one occasion, the coordinator of the unit said the staff did not wash hair and we had to have the hairdresser do it (was this a kickback scheme?!). What happens to residents who cannot afford to have a hairdresser on a weekly basis? Of course, when we complained to the director, this was denied but it did happen. Hair was supposed to be washed once a week, baths 3 times a week. On one occasion, my sister arrived to find my mother's door closed. She heard yelling behind the door and when she knocked, a staff member opened it slightly and said they were helping her in the bathroom. When my sister spoke with our mother afterward, she said the staff were very rough with her. At that point, my sister inspected mother’s skin and found red marks on her back. You can form your own conclusions here. Our mother was moved to Habersham House from another facility out-of-state where she had resided for 2 years. The Staff there were wonderful and we were very satisfied with her care. The new residence to which we moved our mother after Habersham House, is also wonderful. Residents there are respected and treated with dignity; the staff are visibly caring. There are many activities in the memory care unit and our mother actively engages in them. Her mental state has improved enormously! I mention this to indicate that we are not newbies to this, nor are we typically complainers. Of the three facilities which we have experienced, we were happy with all except HH.

My loved one has recently moved into this community and so far we have no complaints with how things are going for her. The staff are not very qualified and could use some more training on how they handled different situations.

I got a date and time for our tour meeting. The sales person called that morning to confirm our time. When I got there he was not there and there was no management just the staff were there. That really turned us off and when he called later that day he said he got sick and had to leave. He should have someone else to do the tour instead of bailing on me, I felt like he was lying to me.