Mustang Creek Estates

Was great at first. But have had a few problems since. Staff stays on phones, always leaving to get themselves snacks. One person is not enough to take care of all the people. Some of the food can't be eaten by patients because it's overcooked . It has taken 10-15 minutes sometimes to get them to let us in and we can see them standing there. I know memory care is hard, but why argue with them? I have called and left messages on the main line and nobody calls back. The other evening we stood there a good 15 minutes and some of the patients were trying to let us in before someone finally came from the activity room ( they hang out in there ). I tried to call the main number and left message. She did call back after we visited and had left. The brand new expensive mattress cover we bought just disappeared . We have asked over and over. I'm going to guess it went home with someone. They can't find it. No one ever knows any answer to a question. She was in a lot of pain and nobody did anything . They knew she was in pain though. They finally sent someone out to do an x-ray, she said she didn't need it, she was waiting on the doctor. Now I live 5 minutes away... why did they not call and tell me so I could come there and get it done? She ended up in the hospital. This is the biggest problem: everything sounds so great and it is, for a few weeks. Then things go downhill. The money is coming in .....

The houses for assisted living may have been good. I never saw that. But the Memory Care house was understaffed for what was needed. (My husband called me while laying on the floor because he couldn't get anyone's attention as his door was closed and no one checked on him) The menu sounded good but it wasn't what was received. Was told the others there ate it- well if you're hungry and don't know any better (memory care) you'll eat what's given you. When I went to get my husband his last night as he was totally miserable and aggressive about it, there was only one person for the whole house of memory care patients. None was worth the price I was paying. Administer did a good act of seeming to care but gave answers she thought I wanted to hear. The bottom line is the Memory Care house wasn't for people who had memory problems. If a problem arose (and I know my husband was one), I was told they didn't do one on one service. The two workers tried and were great but only two for twelve people and one of the two workers was also the cook. I would never recommend this place for anyone who had a loved one who needed extra care. Too understaffed for what was needed in memory care.

The environment for me has been awful. For my husband it has been just okay. The staff is not good especially one of the ladies. She is very confrontational. Food is okay at best. It is usually cold and not served so he can eat it. They don't cut things up for him, etc. Sometimes it is okay.

[name removed], the Burleson Executive Director is horrible to deal with, she has no public relations capabilities. Do not go here.

Food was processed, meds were given by housekeepers, workers were pleasant, and the room was kept clean. However, there was a lack of medication tracking. They contacted me when he had no needles left for his insulin shot, and medication refills were not tracked.

Honestly, we're not having a very good experience. Even though it would be a pain to uproot my father-in-law again, I'm considering looking for another assisted living facility for him. I will say, two executive directors have been let go, so we're now on the third one in just seven weeks. The first one was fired because of a medical issue that was mishandled. My 90 year old father in law caught the mistake in his dosage of water pills because he was feeling bad and ankles swelling, but it was too late and he ended up in the hospital...and that day was a fiasco because the only person who answered his call was my husband! There is so much more, but I'm hopeful that the new director will begin fixing all the issues.

The good first: New construction; doors unlocked but alarm activated until code is put in the keypad by staff; kept fairly clean; trash emptied in a timely manner; plenty of food prepared. Bad: The staff was always friendly BUT most of them were new and inexperienced. We spoke with the director several times about our loved one NOT being checked on very often. Our loved one has never pushed the help button, even if she's wearing it. We told them more than once. We placed a camera in her room and saw she fell one night. She spent 2 1/2 hours on the floor trying to get up. Her dementia is not so severe that she needs to be in memory care BUT she does need special coaxing and help in the bathroom and with showers. There were only 2 staff members at Mustang that were successful in getting her to change and/or take a shower. When we visited our loved one, what I noticed most was that the staff were always in the kitchen area talking or on their phones or not in the house at all. They seemed oblivious to the fact that they are there to help the elderly and at least attempt to anticipate their needs. Again, it seems they had little to no training in the area of elderly care.

The cleanliness of the room and level of care were substandard and there was a significant price increase in less than a year. I would not recommend it. They make it sound really nice when you're looking to put your loved one there, but fail to provide the service they describe

Comments: Mustang Creek is incredibly responsive and communicative until you sign the contract. In addition to your move-in fee - you have to pay a 14-day additional fee if your loved one dies there otherwise you have to pay a 30-day move out fee. My father was literally catatonic for an entire at least one half day and the staff just ignored him - they wheeled him out and he just sat there. They had no idea he was on his last day until I called indicating that our visitors had been unable to "wake" him afternoon. Apparently not even attempts to feed him. Staff came in and shut off camera we had placed in room and memory card went missing. The night my father passed I was there and up all night. You could hear patients in their rooms that sounded like they needed attention but staff sat up front on phones. Although they say there are two peolle there at all times I don't think that is true - especially at night. Facility is beautiful and clean--- care is not commensurate

They had a high turnover of employees that didn't have enough training. My husband had a lot of issues but they assured me they had the training to handle. I usually went over there twice a day. The attendants would never introduce themselves and most of the times didn't even know the name of the other employees they were working with. I brought my husband home after 6 months. After he was there about 2 months they moved him to another house and a room with no private shower and went up on monthly [fee removed]. My first experience with this so didn't want to be so critical. Sorry I didn't respond to y'all sooner. I did appreciate your service.

The staff was very nice! However they are understaffed especially at the Memory care building. When my Dad was in the regular Assisted living for probably a week or two maybe. They failed to give my Dad his most important medication. This caused my Dad to decline mentally. I was told they couldn't give him any liquid medication that they had to dispense. I was the one that figured out he wasn't getting it and let them know that he should be getting it in cups from the pharmacy. He fell a couple times during those two weeks. No one had any idea. Then I moved him to memory care because of this decline. Every day when I went in his bathroom was covered in feces. I cleaned it up because they wouldn't. Anytime my dad had a cut they would never bandage it and they weren't supposed to do that. Whipping the same week of me putting him in there I had to put them on hospice. That lasted not even a day because they allowed him to pull out the tube. He had inserted in his stomach and let him make liquid out of his stomach and would not bandage it. This caused dad's blood pressure to get very low to where I had to pull him from the facility and take him to the hospital to have him put on Hospice for his final days. We were there for a month, but I had to pay for two.

There are only a couple of employees that have any compassion for the residents and their jobs. It is sad to watch my Mom on camera beg for water and she no longer has her call button. They take it off constantly because they don’t want to deal with her. They constantly lose her laundry and the evening staff will not give her a shower. We wish we would have never come to this place.

Blatant disregard for any medical training. I you drop medications on the floor, do the paperwork. Do not pick them up and give them to a client. Do not trust them with your loved ones. They feed them raw, dried, doey, undercooked foods. They do not verify weather your loved ones have been taken from their home illegally, against their will and do not have or demand proper documentation to detain people against their will when they have their own home and personal loving care at their home. This place is a joke!

We have not been happy with this facility. Frequent staff changes. Untrained staff. Staff who are rude to residents. Meals are all from frozen foods. Limited activities provided to residents who do not have an activity room in there house. I found my dads house unattended for over 45 minutes-no staff in the building

The house itself seems clean enough, but the maintenance of the individual's room is poor. Specific needs for a patient get done once or twice, then don't happen again. Due to caregiver turnover possibly, and lack of integrity. Communication between patient, physician's assistant and medical assistant leaves much to be desired. My family member complains a lot about the same food items being served continuously. Need more variety. Director of MCE Keller does not return phone calls, nor seems to know what's going on. Ex: podiatrist care, medication care for patient. Famous quote from [name removed]: " I wasn't aware of that and if I don't know, I can't do anything about it!" Frustrating for patients family members that are trying to resolve issues!

My mother was in residence At Mustang Creek Estates, Sachse, for a total of six weeks this winter. It was her initial move into 24 hour care. The Day before my mother moved in the executive Director, left her job suddenly. This was an omen. We wish we had recognized but we had a contract and a deposit and did not feel we could back out. Staffing was entirely inadequate. The caregiver to client ratio is promoted at 2:16 but the caregivers are tasked with 100% of client needs, this means they cook, clean, administer medication's, dress clients, help them transfer in and out of bed or bathrooms, do laundry and are also expected to bathe clients twice per week. This is entirely impossible with full care clients. Additional staff promised to help with bathing or laundry never materialized. The caregivers were kind and well intentioned, but did not have any formal medical training or certifications (not certified medical assistants or LVNs or med techs) and did not always appreciate the timely nature of my mother's medication's for Parkinson's. Her medication dosing schedule was haphazard, resulting in her feeling uncomfortable, shaky, and more unstable than when she entered the facility. She fell several times in her first two weeks. This will happen in the best of situations, but here there were staffing issues that certainly contributed. Physical therapy and speech therapy never materialized, the few visits that happened initially were haphazard and poorly scheduled. The PT was unable to give a schedule to avoid times my father needed to take her out for medical appointments or other appointments. There were absolutely no activities to engage residents, at least observed on daily visits for six weeks. Laundry went undone, and when my mother's falls left her sheets bloodied , my father requested that they be laundered. After a week of daily visits and still the same sheets, he took them and her laundry basket home and started doing her laundry himself for the rest of her stay there. After four weeks, we started to look for another facility and once identified moved out of Mustang Creek Estates ASAP . She is doing much better in her new facility, getting her medication's on time from a certified med tech or LVN, being supervised for her transfers, getting regularly scheduled speech and physical therapy. The day she left Mustang Creek, the house manager also quit. He was kind and attentive and trying to do his best, but simply overwhelmed. I think they are better off in another location . New executive director started the week that my mother left. perhaps with better administration and leadership things will improve, but I would proceed with caution in considering this facility.

My mom wasn't able to reside at Mustang Creek. She passed away before we could get her there. If end of life care is involved, families need to investigate and plan for that carefully with Mustang and their Hospice. The house staff is energetic, thoughtful and caring.

My loved one was previously a resident at Mustang Creek Estates Sachse. Overall, the facility seemed very understaffed and it affected all areas. It was all terrible to witness.

We just moved our mom to Mustang Creek. They are so understaffed maybe 1 person in a house at a time or 1 person in 2 houses. They work double shifts and do not get paid enough. People are always late or never show up at all. They are supposed to do laundry once a week and you have to stay on top of them to make sure it's done. Bathrooms are supposed to be cleaned daily my mom's toilet had feces on it for 3 days until I cleaned it myself. They make it sound like the best place ever SALE SALE SALE you! They don't even ask you about insurance. They use Trinity Pharmacy well our mothers first Pharmacy bill was [removed] because it was out of network. This is all new to us this is something they should go over with you. They should tell you make sure your insurance is in network with our Pharmacy. The director just tells you what you want to hear or she just walks off while your talking to her. She manages 2 sites. She doesn't know if she is coming or going. Yard needs grass.

Management was not given the tools, resources or finances to deliver adequate staff or quality care, corporate didn't help them or care either. Corporate for this facility did NOT return calls or answer complaints despite many attempts! The units are understaffed especially the evening shifts. Some staff were very immature and not well trained, one in particular was more concerned with visiting favorite residents and how her nails looked than caring for clients. There was never enough staff on duty and they heavily relied on 2 specific staff to do everything ! Some staff were not trained or qualified to deliver care but they were breathing bodies to fill the gap. Nursing care itself cannot be relied on or trusted to be given without you monitoring if it was done. The so called medical Dr. they claim is on call is a joke IF you call him you will only ever speak to a office staff and a PA. The rehab was a choice of 2 one was totally negligent and the other not much better. If you have a person you truly love don't put them here UNLESS you are willing to be there daily and make sure they are cared for properly and have an outside medical resource. As far as activities go they were designed for primary children not for adults or even for adults with limited ability. Entertainment consisted of a tv in the living room turned to whatever the staff person wanted. One day they were watching a horror movie which was inappropriate and disturbing to many. This place looks nice but what you see and are told is not what you get! I would never recommend them to anyone, unless the person is totally able to care for themselves 100% and is 100% mentally competent and can verbalize to family any inadequacy. Perhaps they have changed since my experience but I say beware and be watchful if you put anyone there.