ProMedica Senior Care

Smoke and mirrors when touring the facility. Misleading on the type of care our loved one would be receiving. We were told visitation is anytime, that they’re open 24 hours, but that is not the case. We’ve been denied access after 11:00 p.m. We were told we do not want to upset the residents. I was almost denied access to see our mom at 6:45 p.m. I buzzed in (the night bell has been broken since we've been there). I announced I was here to see (gave my mom's name) and I was told, "She is sleeping right now." I stated who I was and that I was here to visit our mom, and then I was buzzed in. We were told our mother would get therapy twice a week; however, just recently discovered she will only receive therapy if covered by insurance. Our mom received therapy the first few weeks she was there and nothing after that. First few hours upon registering our mom there, my sister and I witnessed a resident fall. This happened within a few minutes of entering the living room to meet up with our mom. The caregivers did not assist in helping her back to her feet. Instead, they praised her for getting herself back on her feet. We went back to see the room our mother was assigned and found a resident sleeping in her bed and the room was claimed to be locked. Staff members didn’t realize that a resident was missing or how long she was sleeping in the room assigned to our mother? This is a memory care facility and they offer nothing to stimulate or engage the residents to keep their mind moving forward. The majority of the time, the residents are sitting in the living room, sedated, sleeping in their wheelchairs or a chair while the TV is on. Some watch; however, they are watching a TV with a bad picture, not sure how long the TV was like that, prior to our mom residing there, but we’ve made several inquiries to have it fixed. Finally, after 75 days, it was replaced along with the broken blind that has been broken since before our mother was placed at Arden Courts. They are frequently short-staffed. Some, not all, of the caregivers are not as attentive to the residents as they should be. There are some good nurses and caregivers but there are a few that shouldn’t be in that profession. We’ve witnessed many falls that could have been prevented, if there were enough staff and they were focused on caring for the residents. We’ve had to call out for assistance many times when a resident was doing inappropriate or unsanitary things, or was in danger or going to be a danger to themselves or another resident because no one is keeping a watchful eye on them. Many occasions there haven’t been staff present for ½ hour at a time and residents just roaming, doing whatever and are a danger to themselves or others. Personally, our mother was not getting showers twice a week, like they stated. We actually had to bring it to their attention because our mother smelled foul. She hadn’t had a shower in 6 days and wore the same clothing for 3 three days. The residents are continually sedated, falling and hurting themselves, some end up going to hospital and returning with bruises all over their face. We had discovered that one nurse was administering an incorrect dosage of blood thinner to our mom. We don’t know for how long but our mother ended up with a blood vessel bleeding in her eye. This same nurse didn’t know that Zyprexa and Olanzapine are the same drug, until I personally had to show him. There is inconsistency when administering medication; it varies on the nurse and if they are short-staffed when medication is administered. Not given at same time every day and consistency is key for medication to work properly. When you address your concerns about medication and why it’s being given, we are told, “That is the doctor’s orders.” Our mom has been there since the beginning of December and in less than 60 days residing there, 5 people from her quadrant have died. All our mom wants to do is sleep and her cognitive state is being jeopardized because there is no interaction to keep them coherent. My sister and I spend hours a day, several days a week there with our mom and we’ve witnessed things that will break your heart; therefore, we don’t want to leave our mom there. We are working on removing her from that facility and trying to get her home. Respect your loved one enough to fight on their behalf and honor their wishes. They should not have to live the remainder of their life like that.

A family member was there for 2 years. Since the initial residency the price monthly went up a great deal. . Also started charging for every minor item one can think of. When it was taken over by Promedica things became awful. They’re billing invoices NEVER arrived by the 10th of month, with letter after letting stating monthly charges must be paid by the tenth. There is NO way to contact anyone in the billing office, no name or contact info. Only contacting the manager on site of Springhouse which has nothing to do with billing. STAY AWAY!!!!!!

Toured facility with my mom. Tour guide very knowledgeable , clean place didn’t smell . Didn’t notice alot of workers around watching the folks in the living areas . Deal breaker was cost and director not introducing her self on our way in or out.

This is my second review if you are a person looking for good communication and care bypass this place . I had many unanswered Issues that no one ever got back to me on including the corporate even tho they respond to these reviews acting concerned and ready to listen .

The manager had asked for families to write reviews. Be careful when asking. Should make sure you are willing to take the bad with the fair. Personally have seen a decline in professional behavior communication and care. Staff turnover is obvious. We’ve had our relative here a long time so can write this with good insight . She receives hospice services and is at the end of her journey . Concerns brought to attention are not regarded.

If you're thinking about entrusting Arden Courts, Annandale, VA with your loved one's care...think again. My loved one was a resident there for 3 yrs until Aug 2023. When he was still mobile and verbal, and his dementia symptoms were moderate, he received adequate care. And to their credit, the management/staff navigated through covid successfully. However, as his condition worsened and management changed, so did the staffing levels and overall quality of care. He was assaulted by another resident causing major face/body bruising, left in wet/dirty diapers resulting in diaper rash, not provided with adequate nutrition <lost 25 lbs over 3 yrs> or daily hydration resulting in severe kidney failure which contributed to his recent death.

Services were not at all what was promised. They stated they could handle Foley catheter care, Foley care was very poor, weekly bath schedule took 2 weeks to get on the schedule that was then ignored, website lists full activity schedule, some days there were no activities. Participants in activities had to be high enough functioning to bring themselves to activities. Very chaotic environment. Extremely long wait time on pendant/call light. Facility went to 100% occupancy when we were being told and observed short staffing.

When we moved my elderly mother who has advanced Alzheimer's Disease into this facility, we were given many promises that she would be carefully watched as she adapted to the new living situation. Imagine my surprise when I went to visit, and no one knew where she was. I found her roaming an empty hall, completely lost, and moving away from her room, without the walker she must have to avoid falling, with no staff in sight. She was trying to grip a shelf along the side of the hall that is not a proper railing for gripping. My recommendation at this or any memory care facility is to do unannounced visits at odd hours.

I wouldn't recommend anyone to place their loved ones in this community. We didn't have the best experience for my loved one. The staff weren't able to accommodate the needs of my loved one. I had to pay personal caregivers in addition to the fees for the community. This is a not a good idea for anyone that has Alzheimer's needs at the end of the long journey.

Springhouse of Pikesville didn’t seem to have much diversity. Being a minority, you want to be comfortable. You get vibes about whether people welcome you or not - just a gut feeling. And I didn’t feel welcomed. The director was fine, but as we walked around, I didn’t feel a good spirit or welcoming atmosphere from the rest of the people. I didn't like the layout - I thought their hallways were too long. Aesthetically from the outside it’s very elegant, and it's an ideal location up on top of the hill away from traffic. But it turned me off that their building for memory care was across the street, which wasn’t accessible for my loved one in assisted living to make it over to see his wife in memory care. And I just didn't feel that they recruited us well.

Sister lived there and spent quite a lot of time of the phone as lived a few states away. We were led to believe the care would be quite a bit better as she was Type 1 diabetic with Dementia and they overpromised what they were able to deliver for those needs. I believe if she was not bouncing around from Hospital to Arden Courts and back it would have been more beneficial.

things started out ok here at Arden Courts but in the midst of Covid they have developed some staffing issues. I'm sure every facility has this issue, and I also understand its a stressful job. however, I'm very concerned about the care services and the staff. I moved my loved one in because of the educational background of their nurses and staff, and the ongoing training that they were receiving; but it seems like all of those people are now gone. they've brought in staff from temp agencies. these people aren't trained and don't know how to deal with the residents who need memory care. they don't know how to negotiate or be patient with them. the head nurse is good, but the other nurses are kind of standoffish. the receptionist rarely greets me and I wouldn't know the director if I fell over her. she has made no outreach aside from emails. I recognize she's new and may be overwhelmed with all of the issues this community has. the cleanliness of common areas is great, but they are not so good with cleaning the residents individual rooms. this is almost never done unless you complain about it. I understand why though because they have the nurses cleaning the dining room and other areas, they can't seem to retain a solid housekeeping team. they do offer a lot of activities, but they don't encourage the residents to join. if your loved one says no, then there's no attempts to engage them. I've been seriously considering moving my loved one because I'm concerned that he's not receiving the level of care he needs.

Good community, didn't feel like the right fit for my loved one.

One thing we really did like is how the integrate everybody, but towards the end of our loved one stay we had a negative experience with hospice and covid.

The community was outdated and this was the downfall for us.

Too small and limited. While I'm sure this is a good facility for some, I wanted something nicer for [name removed].

They had very little staff, and there were a few people that were great. I moved my loved one from another community to this community. There have been 12 death cases via COVID. The community didn't do anything to remind him to shower, change his clothes, brush his teeth, or medication, etc. When they would ask my loved one, he would say no due to memory care issues. The activities director were great. They would help residents in anyway. The activity directors took turns to assist with the residents. They didn't have any help to assist with about 30 residents. This is about the aides not knowing how to deal with memory care residents, and if your get a good director who hire the ample staff, then this community would improve, in my opinion. It was nice that residents could go outside for fresh air. This allowed some residents the ability to walk around. I would see people falling.

Our loved one was only there for two weeks, and then he passed. Since he was only there for a short time he did not participate in the activities. When we first came to visit this community it seemed fine, however the first time we visited our loved one he was sitting in his own filth.

Have had a relative in Arden courts past several years and would recommend the memory care facility. We liked the individual rooms, the large central walking area, and the caring staff. Everyone was responsive to any concerns we expressed.

I found the facility a bit run down/outdated and smelly. The layout with its four wings is nice. There's a lack of common space and other than individual rooms not really anywhere families can sit and visit. They do have a very nice outside setting. Unfortunately, I wasn't overly impressed with staff. Like another poster, I didn't find it warm and friendly. The Receptionist/Admin was rude and couldn't be bothered - Certainly not a good first impression. The nurse seemed nice enough, but the facility head didn't come across as being particularly comfortable.