ProMedica Senior Care

To revise a 5-star review that was posted in my name in April 2017, I have concerns now about the quality of care my mother is receiving. We are regularly noticing signs of inattentiveness and inconsistent or poor care practices. I was surprised to find an infected scab on her back and to have to draw the nursing staff's attention to it -- shouldn't this have been noticed when she was dressed or showered. This inattentiveness/lack of awareness is very concerning because our mother is unable to advocate for herself. She is entirely dependent on staff for her care and on us to advocate for her. Staff are not effective in responding to our repeated efforts to draw attention to basic care issues, such as receiving her pain medicine at the right time and putting on her support stockings correctly. The facilities are fine, the staff who work directly with our mother are friendly, and pricing is fine. Inadequate staffing may be a problem. We care a lot about the quality of basic care at this point. We wonder if Arden Courts can address its problems/ challenges in providing this so that we can rest assured our mother's basic needs are met.

The staff we met at this community were nice. The community did seem dark and dingy. I think the community could use some updating. They seemed to offer some activities for the residents to enjoy.

We thought we were placing our dad in a wonderful place. We soon found out that he was left to himself almost all the time and didn't seem cared for the way they said he would be. When he (or one of us) called for assistants, it took a minimum of 15 minutes for someone to come and help. This was unacceptable, especially when he had to use the bathroom. Once our dad entered Silverado, he went down hill fast. He ended up passing away less than a month after entering Silverado. When we were planning on having him go to a facility, we were told that if things didn't work out or our dad didn't stay, we would get back a pro-rated amount of the up front money we had to put down. When he entered hospice care, we talked to them about this and they said they never said this. We had to point out that it is stated on their website. There new administrator finally went to bat for us and we have been told we will be getting our entire up front money back (although we don't have it yet).

I once was told, when stating your opinion of a situation or people, there are 2 different ways of speaking. One person will speak with dignity and grace and the second person will speak with truthfulness and straight to the point. First, I want to thank all of the employees, who have stayed with USMC Vintage, through all the changes that have been made. Your true commitment to the residence and the company have been outstanding. There is no one finer, then a front line employee, who's Heart Is Filled With Compassion & Love For Others. Here we go: This facility clearly lacks leadership from management. Within a 10 month time frame, they have change managers 3 times and their turnover rate is approximately at 50%. New hire training consist of Company Orientation, OJT and Industry training is kept to a minimal. Safety: There is a lack of emergency call buttons in the residence rooms. If your loved one falls at night, they could lay on the floor up to an hour before anyone finds them. Daily activities: Some changes have been made in daily activities, but still have a long way to go... Old school methods are still being used to engage & stimulate the residence. Currently there is NO new and improved techniques offered. Also, very little is offered in outdoor activities. Communication only becomes frustrating when there is none: Family group meetings are held once a month. The meetings are generally unorganized and always end with families complaining. The managers are usually brow beaten & they produce little results. As with most facilities laundry is a problem: USMC is right there with the rest of them & if you don't like the way they wash clothes do it yourself. Room Size & Sharing: If you're sharing a studio room, be prepared to give up privacy. We were told the facility original design was to keep each room private. However, the company had the state come back in & remeasure each room, so they could increase occupancy. There are designated rooms for 1 person occupancy at a higher cost. Improper placement of residence: Not all residence are placed in units according to their needs. Due to a lack of occupancy the company closed off one wings of the building and has placed some of the residence in area's where the level of care is much different. As a result of this action, aides are forced to care for these people, while others get less. The company willingness to place 2 people in a small room, while leaving a entire wing empty is baffling. They really need to go back to the drawing board & evaluate their poorly executed business plan. Staff: There are good worker Bee's and there are bad ones. You can easily spot the ones, who genuinely care. Proper staffing is a problem & mandatory overtime is often required. Can't say with certainty if any of the aides speak Spanish. However, there are non-aide employees that do. Sadly, some of the lower level managers, have verbally confronted these employees and told them any conversation in Spanish is a direct violation of company rules, UNLESS of course they are conversing with a resident or family member. It is very concerning that Tami [removed], COO. visit's this facility frequently & is very aware of the many problems. Hmm... There is a lack of vision and the need to make money out weighs common sense. This company should consider hiring a temporary expert service, that offers a fresh perspective and new ideas. Sadly, one can only assume, if they continue on their current path the staff turnover rate will remain high and resident occupancy rate low. Before considering this place for a loved one, I would suggest you look at as many facilities as possible. Generally smaller facilities will offer more personal care & less worries. At this time, I would NOT recommend USMC to any family. Their lack of communication, organization and leadership, WILL risk your loved one personal care.

This is a facility that does not deliver what they promise. We were told the staffing ratio was 1/8. Other than the first week or so, we have rarely found that to be true. This means the food, mostly carbs, is usually cold, and there aren't enough staff to help with feeding/prompting. Last evening there were 4 CNAs plus the nurse for the entire building with 52 residents. This is not enough when some are in wheelchairs and need toileting assistance. I often find someone else's labeled clothes in my mother's closet and last night another resident was asleep in her bed wearing her blouse when we went to take my mom back to her room. Other times another resident will wander in and sit on my mother's bed with her in it--almost on top of her! Glasses have been broken or lost for days, hearing aid batteries are usually dead, she apparently went a week without a cushion on her wheelchair. All within a few months.

Silverado is based on good values, unfortunately in Plano those values do not exist. On 9/10/15 I had a terrible experience. Residents who need more care were locked in one dinning room us the other more out going got to enjoy food, music and entertainment. This made me feel like my love one was treated us second class or good for nothing resident. As I saw the office manager close the doors and order the caregivers to make sure no one went to the V.I.P SECTION. This is not the first incident.

short term respite minimum 1 week accepted which is nice and hard to find. First stay no problem. Mother came home was very happy had pleasant stay. Second stay when I went to pick her up I noticed she had a black eye. No one in the facility seemed to have noticed it prior to me pointing it out (although it was quite noticeble) and no one could tellme what happened. there was no report written by the previous night's caregiver. Several people had been with my mother including the marketing director but they claimed not to have noticed the big black eye. After a few days I was given a report that she fell in her room possibly going to the bathroom. no explanation as to why no report was written or why no one noticed or questioned the injury. I was really dissapointed because I really like the facility and my mom seemed to like it too. Not sure if I will take her back.

My dad was in his same shirt for three days. He wasn't shaved or cleaned, and had no sheets. I went to ask one woman, but she was sleeping at the desk. We are moving Dad to a place that holds staff accountable.

They use a scent machine to cover up smell from residents but they don't clean the carpet or cobwebs - it's gross. Food is reheated from packages and not tasty or healthy/ nothing is prepared on site- just heated. They allow psych patients in that are not safe to be around other residents and they don't have a psychiatrist willing to work with residents - 2 quit while I was there. They don't check residents every 2 hours when sleeping - someone could be left fallen on the floor for hours waiting. It takes too long to get in and out after 5pm. Way understaffed. The staff congregates in the kitchen and socializes ignoring residents and it's too loud. More could be done to lock the doors when a resident steps out or to prevent other residents from being confused and walking in. Fear isn't handled well by residents. Shots, blood sugar checks and medication is given in general areas which (especially the shots) is not safe and can be scary when the resident screens out or refuses medication. Admin staff chanced over 5 times while my Mom was there and did not communicate or provide info to my moms long term health insurance delaying reimbursements. Management says they told the staff this or that but it doesn't mean the staff does this or that. No accountability. Put in cameras. It's horrible. Background checks on residents not done; psych patients accepted to fill quota or capacity; it's more about the $ and filling the rooms then resident care ; always short staffers

Overall the people were nice, but I did not see much with the engagement staff and people living there. The food looked great, but I just need better for my mom. Again, great people, just not a good fit

Low staff, oversedating my mom, she has fell. Not returning emails or notifying me she sent to hosp twice. Not sending correct info to hosp. Bed with urine, laundry not being done. Night staff smoking close to building so she smells it, night staff rude to her. Overall I'm not impressed n has gotten worse lately. Floor sticky with Gatorade for 5 hours not mopped, sending incorrect bills n not correcting after being emailed.

The biggest problem is they need employees. They are being reorganized. On weekend nights they may have 4 employees working. Just because the staff calls in, does not mean the care isn't still needed. My loved one gets additional help and things have been better. They are getting noticeably better, each week, in a lot of areas.

Overall, a bad experience. All the staff want to do is park the memory care patients in front of the television in a recliner and go do other things. I sat with my mother for 45 minutes and no staff member came in to the common area to check on the patients sitting there. One patient fell and broke her arm. Another has fallen 3 times in 2 weeks. Yesterday, they mixed up patient medications, resulting in one patient receiving a medication he was allergic to. Most of the staff try to do their best, but they are woefully understaffed. The turnover is crazy. I know they say they have the best patient/staff ratio in the industry, but I just don't see it. I have never seen any organized activities for the memory care patients. They do have books and puzzles, and a TV, but they don't have anything truly interactive for the patients. Most of the memory care patients sleep in recliners in front of the television. Plus, if they're sleeping, the staff doesn't wake them up for their medications.

The building may look good, but the staff on 2nd shift were dloor and presued. Saff were understaffed. Frustrated and upset and took it out on my mom. I was told by other family's how she was treated when I was not there.

We only stayed 3 months. After 10 weeks they informed me of a 15% increase in the rent. When we were initially looking I was told 6% once a year. So after only 10 weeks we were hit with a huge increase. The facility and care staff were good. The admin- corporate end not so much.

Their cna turnover is high. Also understaffed. I found that having a strong advocate for your loved one is required. My mom had a stage 1 bedsore and it went beyond stage 4 and died.

What we like the most about Arden Courts is the staff. The staff is dedicated & demonstrates a caring attitude. Improving on staffing levels is of most concern. We would recommend this community to others, but only for residents that need a low level of care, in consideration of staffing levels.

I had my mom at Arden for 2.5 years. She has Frontotemporal-Type dementia (never formally diagnosed) and the staff was unable to effectively care for my mom. My mom chose to isolate in her room, not shower often, rarely change her clothes, and they let her do all these things. I was convinced that my mom couldn’t be helped and that I just had accept that she was difficult…the staff (including the director) pretty much agreed! He told me that they would keep her room open for a short time, as she may not have been successful at the new place. Several of the staff were nice enough, but there was a lack of training (for more challenging residents), that I didn’t realize before. My mom has since been moved to a much more qualified place and it is so much better for her. Night and day difference, and I am very thankful that we changed places. My mom now participates daily and is taken care of. Totally worth the move.

She was filthy with greasy hair and wearing the same clothes for weeks at a time. I wish that I knew to ask about staff turnover before she moved into the Auberge. I now know how important the staff experience level is. They had 100% turnover there. The hallways were clean but her room was filthy. My loved one was injured and another lady sent to the hospital by a violent resident at the Auberge. Many residents left to get away from him. She now lives at [facility name removed] and it is a much better place.

The sales person there is excellent and they did a full press sell on the place. Unfortunately, I haven't seen most of what they were selling. A lot of money for mediocre care. -The facility rarely has enough staff to make sure residents are cared for correctly. -The director isn't aware when people don't show up to work on the weekends and refuses to get agency to fill quota. - food is just ok. Certainly not worth the cost we are paying. Processed Lemonade or processed ice tea with dinner. Water is only offered if someone asks. Unfortunately many don't know to ask. Diet restrictions not always followed. - it is a straightened place but there is a terrible smell throughout. Like a deodorizer covering up an odor. Carpets are stained. Was told in July they were getting new carpet. - bathrooms in room is not wheel chair friendly. - clothing/ shoes go missing. - activities during the day, during the week are great. Weekends are very quiet with what seems like even lower staff.