Oxford Health Group

Changes all the time.

We toured Paramount House Senior Living during our search for a Memory Care facility for our loved one. The Memory Care unit is very depressing. The other areas might be good, but the Memory Care unit was definitely not for us.

My mother in law is well taken care of at Brookdale Central Whittier. She has been there about a month, and is enjoying it. She loves the penny bingo, and is starting to make new friends. The only reason I gave the overall experience a 3 is because we had issues with payment using Elder Care financing.

The issue I had with this place was they never truly did a “whats needed from you” type meeting. My mother was incontinent, and we have 3 different nurses all recommending three different diapers and pads. Then they recommended different sizes which resulted in my having boxes and boxed of incontinent items that could not be used. I know the facility recently renovated. When we first moved on several staff members had no idea what was occurring, and several nurses were asking me to complain to management for them. After a few months management changed things up and removed and replaced some people on staff which really helped. Things seemed to be running smoothly just before my mom passed away. What they seemed to really need was overall management and policy/procedures for the facilities. The cleanliness of the facility and my mom’s apartment was perfect. Really nothing I ever saw caused concern. Everyone was great, and my mom really enjoyed the staff as well. They were having some issues with their “calling” system so several times when my mom used her call button no one came. They recently revamped the facility and it felt like staff were still learning the system. I’d say the meals were average, but the dining areas were a 4 (above average). My mom required tray service, so she didn’t use the dining facilities much. I was always impressed by the number of activities they had each day. This place was not the cheapest I found and not he most expensive. It was clean and offered a lot of activities but the management behind the scenes need to improve a bit. The staff were friendly and accommodating but they seemed to not have policies or procedures to follow in certain situations which should be sorted out.

I spoke with them/met with them virtually. Not the best fit for us. They also don't work with VA benefits. We decided to keep looking.

Brookdale Chatsworth can work on improving their help and the meals and dining service. When our loved one needs assistance it can be a long wait until someone responds and comes to help. Also they run out of food items a lot, there isn't much of a variety and it is not always that nutritious. Also the wait time is long and sometimes by the time the residents get their food they are asked to get up and leave. We also with the physical therapy was done by an actual person watching over the residents and not by a video on the tv.

My father passed away while living at Villas At San Bernardino and they never called to tell me. A lady from hospice called me, she would normally call me when she was in my dads room. She was at home when she received the news, so she called to tell me she was sorry to hear about my loss, and I was completely unaware. I didn't hear from the staff for a couple days, I just received a text asking how I was doing and that was it. Something I couldn't do was be there everyday because I'm in a different state and the pandemic effected things. There wasn't a lot of communication. I had to do a lot of it over the phone and it was hard to reach him, there were difficulties getting a phone to him. I don't think communication was really good during that time.

My loved one was only there a short time. But I definitely thought the food should be better. That's one of the most important things when you've gotten to that stage in life. You don't have much to enjoy anymore, so food is big deal. And I was not impressed with it. If you didn't want whatever their main offering was, you basically got either a hot dog or a turkey sandwich. The care depended on the person giving it. It seemed okay overall, but there was not a lot of personal care - it was all kind of going through the motions without trying to form any kind of connection. A lot of the people who work there are really young, and I'm not sure how well they related to the residents. My main complaint was after he passed away, there was no announcement - it was like they didn't tell the staff. So for days afterward, different staff members would come to his room to see if he wanted lunch, and we would have to let them know, which was kind of traumatic for our family to have to relive that over and over each time someone would come to the door. So they definitely need better communication with their staff. Also, they've never reached out to me since then. Other than when I returned the key to the receptionist, I've heard nothing from them, which is kind of odd.

The staff here were good and the level of care of the staff were great but overall cleanliness was lower than what we expected.

In general there is a turnover of staff, this maybe due to COVID. There are some caregivers that are very dedicated. The administrative staff overall has been a poor experience for us. The activities are hit and miss. It would be better if they would follow through on their schedule. I wouldn't recommend the community to others. There are other communities that would fit your loved one's needs better, than they are here at Atria. It is supposed to be a home, and it seems more like renting a room. It feels like they have a quota to fill for the sales team. It is unprofessional in the way they are making the connections.

Atria Covina is a good community but could be better. The meals and dining service can really be improved, if the resident can't make it downstairs for meal time they are charged a delivery fee each time. They say they are not a medical community and only assisted living but they provide medication to the residents so that is not true. They also advertise there is always two nurses available which is also not true. When we went for orientation we were told a certain amount of entry fee, and now it seems like every month passed more and more charged are being tacked on.

I would tell others that they have a very large staff turnover here. I think they could hire a real chef and it would help improve the food quality. Overall I would recommend others to take tour before moving in, they have had an awful lot of structural repairs on the facility lately.

We toured this community and the tour was very nice. The staff was very friendly and the community was neat and clean..It just didnt fit our needs at the time

I liked the community at the beginning, but as time went by it seemed my loved one was being ignored. The communication from the director was great. Once this director left I feel things went downhill after that. Everyone there was super nice and the staff is fabulous. The food was always cold when being delivered to my loved one.

We chose Brookdale Central Whittier because it seemed at the point that they were meeting out overall needs of overseeing the care that she was going to need. The sales consultant and director and were open and warm and made it very inviting. They have had a significant change in staff members from when we first started. We have run into issues with the quality of food since the pandemic and staff seems to not be paying as close as attention to things. When they were between directors, there was a very good director keeping things in check and he started a weekly call with families so we are able to dial into a zoom session every Friday to keep up with what is going on inside the facility. I am not sure if I could recommend this facility at this time.

The middle of a pandemic is not a good time for evaluation. Our meals are cooked, our rooms are cleaned, our laundry is done. We can't socialize with one another, much less with outside friends. We can't get haircuts. However, our state of health is cared for in the staff with whom we can have an occasional word, are all fantastic, caring, and personable.

My loved one says that they aren't treated well, and they think the community is a crazy place. This causes frustration for my loved one. The staff that come in to check on my loved one, my loved one gets agitated and feels confused after the staff come in. Atria Covina is still on lock down. The community hasn't communicated with me about new changes with my loved one, or within the community, such as the hair salon being opened again.

Left message for [name removed].

I'm not happy that my sister got sores on her tush and has had to be transferred to a convalescent hospital. I have been told by people who should know that it possibly could be because she was left in wet underwear too long. We will have to see if this again becomes a problem when she gets back to Atria. Although I was told that people would come within a minute or so of the button being pushed, I was also told by others that pushing the button more than once (when no one comes), doesn't get them there any faster. Possibly you should think about hiring a few more people to lighten the work load!

Seemed more nursing home like. Spread out, more difficult to navigate