ProMedica Senior Care

I like the kitchen in the main cottage, although there was an odor when you first walk in. Don't like the fact that the cottages are not attached. Would have to bundle up in the winter to attend an event in the main cottage. There was not an odor in the Supportive cottage--this may have been the better looking out of all of the 'supportive' facilities--perhaps because it was a middle-level cottage (like a Terrace level from Sunrise). There is another cottage for lower-functioning residents. I think I liked the rooms here the best.

Staff did a great job of showing me around and explaining their services. I thought it was a nice place for my mom, but not for both my parents.

Have talked to them and they do not accept Medicaid.

I toured Arden Courts of Glen Ellyn and I didn't care for it at all. I didn't see any of the residents as we walked through the halls. I had no idea how the staff interacted with them.

Part of the overall experience is due to covid - It was difficult to speak with the nurses over the phone because they did not speak very fluent English. It is a one story building, our loved one had a private room, but we were confused on why we could not go on the outside and speak through the window to our loved one. Due to covid we do not know that our loved one received the best care they provided, because we were never able to go in and check to see the kind of care.

Frontier Management LLC / Auberge bought out Silverado in June 2019. We were SO HAPPY with my mothers exceptional, compassionate care when it was run by Silverado. Unfortunately the new west coast company owners are not at all the hands-on, family oriented facility it once was. It now seems more like so many other large corporations, a money maker, at all costs. It is evident in the new up charging for many things that were once included, cutbacks of resident activities and outings, feedback from unhappy diminishing caregivers and staff. We are really sad to lose what was once a truly amazing, happy place...

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.

Very disappointed as we did the tours and asked our questions and thought we had found a caring experienced community geared to dementia memory patients. The reality is they are understaffed- not one caregiver to eight patients as we were told, but rather 1:12 patients. Pills were not given when scheduled or not at all. I witnessed a resident throwing a toaster towards a group of patients, another patient ripped a bolted shadow box off the wall next to my wife's bedroom, and a resident was found sleeping in my spouse's bed. All of this within the first four days. We paid a month in advance and left after four days and not even a partial refund was given. I can give a high recommendation to the overworked caregiver that tried to handle my spouse and other eleven residents. The young social activities director was creative and engaged with her daily programs. Good luck to anyone who lands there.

There is a lack of supervision. Residents wander and staff don't know where they are. When falls happened, they don't find out until someone else tells them and staff has no idea what happened. The carpet needs replacement. There's an odor on certain units. The food looks like they just took it out of the refrigerator and microwaved it. They don't follow medication orders when discontinued. The activities are good as well as the courtyard

Arden court has terrible communication. They hide information about the resident in Arden Court to family members. If it wasn't for the Hospice team there would be a lot of issues. It wouldn't be my first pick for a family member to go.

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.