Phoenix Senior Living

The services are being reduced more and more while the price remains steep. Even the prices listed on this site are low compared to what is actually being charged. I have listed below some of my observations/concerns: >Meals are no longer a part of the stay and are offered at an extra charge. >Billing errors are commonplace month after month. >The weekly cleaning service that is supposed to be a part of the charges does not happen each week as advertised. Sometimes several weeks may pass with no cleanings. >The building access doors are supposed to be locked down during certain hours but this does not happen. Someone from off the street can walk into most of the buildings at any time of the night. >During a recent power outage the elevators did not work. A resident had to be carried like a baby by an employee up the stairs to her room. As stated in the title bar, I don't look at these as gripes but more as OPPORTUNITY!

Not much communication from staff to family. Have tried numerous times to reach out to the wellness staff but they never return your calls or email. Still have no idea if physical therapy is an option for our mom as the staff have not communicated that info with us.

[name removed] ended up leaving there after a couple weeks and being cared for at her home, but overall not the best experience. Hard to give a fair evaluation for such a short stay. However, she was not given the correct medications. I still can't figure out why. We like [name removed], the RN, very much and I know she spent a great deal of time on it. Ultimately it might have been KP and St Joe's records

The rates go up $[removed] per year. Staff is very nice, just have a difficult to deal with mom. The residents that are self sufficient do very well there. We pay extra for them to see that she changes briefs regularly- that doesn't happen.

My mother and stepdad were among the highest functioning at this facility. If you loved one needs memory care, but is still very social and alert, this may not be the right place. The staff was always very nice and the nurses had a good eye to recognize warning signs of potential health issues. The maintenance of the facility was less than desired. While this is an older facility, it is in a lovely setting with pretty grounds. The area advertised as a "Library" is not fully available for resident use because its used for staff meetings daily. Every time my mother wanted to work on a puzzle, it always seemed to conflict with staff meetings... so my mother lost interest... which is a big deal when trying to encourage enrichment activities. The Executive Director was terrible and was demoted to a smaller property. The next one lasted no more than a couple months and resigned the day my mother was attacked by a psychotic resident. We moved my mother and stepfather after this incident because no one ever called us when she had to taken to the ER and the management failed to take responsibility. With a competent Executive Director, this facility would be good. The hallways started smelling like urine in 2024. I truly liked all the staff members, except the ED. The activity director, [name removed], was wonderful and the techs and nurses were helpful and cared about their work and the residents.

High pricing, a lot of changes in key personnel roles, Director never there, facility no longer celebrated or decorated major holidays, van and movie house always broken, energy level, vibe not good and activities outside Phoenix were far and few. Very disappointing from when Mom first arrived.

Not thrilled with them, I've since realized it's all just big business, which really sucks. They have gotten my loved ones medications mixed up several times, my brother has had to really stay on top of things.

Staff needs to be vetted, and bonded because they have stealing going on in assistant living and memory care. It was closer to me and there isn't very many independent senior living facilities.

We overall did not have a good experience and communication was very poor. She only stayed a few months. There is definitely room for improvements. The poor communication created or compounded the issues. My sister isn't the easiest but my oldest sister who was dealing with things was extremely frustrated. Think she was going to write a letter to home office or a Missouri office that deals with that type of thing.

It is nicely decorated. The activities and activities director are great. The food is below adverage - especially for the elderly with health issues. It is “Southern” … meaning fried, canned, salty, and inexpensive. The administration does not eat there. An optional fresh fruit and salad bar would be nice. I have consistently addressed this food issue since 2002 with no results other than as a dining guest they have now made me feel unwelcome (they now serve me 30 minutes after my loved one - even with advanced notice AND my loved one is charged for it). I do not care for the onsite administration or the mother company. The onsite administrator I had an issue with when she was at [facility removed] and managing BofS at the same time during Covid. The business manager is borderline hostile to me. The room cost has been raised by 12% and then 8-10% each year for the last two with “levels of care” extra and food trays extra etc. I tolerate it due to my loved one being 96 yrs. old.

We chose The Trace and it is a 5 for cleanliness, friendliness of staff. But I'm not too happy with the value for cost. However, if the person is independent, we would recommend The Trace Senior Living community to other families.

Great location and nice facility - so much promise but seem to have trouble finding and retaining good staff. Former Exec Director was just awful; jury is out on the replacement - is the problem local or at corporate, nobody seems to know. Food has gone from passable to terrible as longtime chef left and has not been adequately replaced. Onsite salon and resident activities - talked about during initial sales process but have not been fulfilled. There are some good staff but the rest are lacking.

The nursing home was not very clean- feces in her bathroom. She was unsupervised at times and fell. They need more staff to handle the patient population and dedicate more time to caring for the individual needs of the patients. [name removed] was transported to the hospital twice due to injuries in the short time she spent in the facility. Expensive for the care received. The Hospice Nurse was awesome. [name removed], the lead nurse, was very kind, compassionate and responsive to our needs.

You have to advocate for your family member. This is 2nd memory care facility my mom in. I now think they are all pretty much the same. Areas for improvement. Lack of training in memory care. Basic needs at times ignored. Not cutting up food or allowing enough time to eat. I doubt she is getting enough to eat. So much wrong, but hey, work ethic is not what it used to be and such a shame since memory care houses one of the most vulnerable populations that cannot speak up and tell you anything that goes on behind locked doors. I don't recommend any type facility for anyone. Best solution is to take care of your loved one yourself, but that is unrealistic. I have to work and her care is too much for one person 24/7. Wish I could. Some good staff at Terrace, but not consistently meeting needs. The very best thing I can say about the Terrace is that I am only several minutes away.

My loved one is a resident at The Neighborhood at Hopkinsville and the overall experience has been just okay. The food is not good. Most of the staff is not great. If I could, I would move my loved one. However, for several reasons, I cannot.

My loved one was previously a resident at The Pearl at Five Forks and the overall experience at this facility was okay. The staff that was there when she first arrived was great. However, there was a lot of turnover and I am unsure why. The cost went up $[removed] a month at the beginning of the year, a steep jump for care etc. Overall, it was fine. With memory issues, I feel that hygiene can be difficult to maintain.

My ratings are greatly affected by ongoing staffing issues and past leadership issues. I have seen improvements but I am concerned about whether this will be maintained. I think in some respects, they are doing the best that they can. It is just that past problems affected the quality of care. I would still recommend Morningside of Auburn to others, especially given local options.

It varies with the staff at The Phoenix at James Creek. During the day the staff was kind, the night shift they were not as attentive and kind. Housekeeping was overall okay. Not super impressive, but not bad. They told us that they would give us a microwave and that never happened. It took a while to get things going like helping my mom shower. Mom loved vegetables and it was always the same canned vegetables, so not much much variety there. She wanted a different kind of juice and it was always the same strawberry kiwi mix, which she got tired of. But overall, the food was good. I would recommend this facility.

They have had quite a bit of staff turnover in the past year but I think that is pretty normal for the industry. Everyone is very nice, but I feel that they could have more communication on a regular basis with the relatives of the residence. I.e. a weekly update newsletter or email or something just to see given overview of how they're doing what's going on what things they participated in similar to something you would get from a preschool. for a memory care resident that is more of a roamer.... I feel that when they have certain group activities in their main area that they should have workers by the entries to where the residents go back to their rooms to redirect them back to the activity. understandably not every resident wants to do every activity, but when there are big activities like a music event or something like that for the socialization, I think it would be good to keep them all together and engaged in that event. They do not currently do that and allow the residents to wander back to their rooms or to the TV room or whatever but they already spent so much time doing that. I think it's better to keep them engaged in a more stimulating activity. Lastly, they do have different seminars and about memory care dementia all timers educational things that I think are great for the relatives of the residence but if you cannot attend in person, they don't record these and then email them out to people that live long distance, which I've asked for numerous times, but never receive a response for so that's disappointing because they could easily do that. So if you are out of the immediate area you don't get access to any of that information, which is a shame.

Suggestions for improvement: They need to fix their procedures and/or train/hire better aide staff. Medication management needs improvement. I would still recommend them to others, although I'd say the resident's family needs to stay very involved.