ProMedica Senior Care

Silverado-The Woodlands is a beautiful facility but costly. They offer a lot of activities but need more caregivers for the overall needs of their residents.

Things started off very positively with Silverado, however a few recent problems have soured the experience. The facility itself is beautiful, clean, and well kept, and the apartments are very nice looking. They have a lot of great amenities, the food is good, and I love that they have therapy dogs. Recently, however, we've had problems with the administrative and business side of things. It required multiple calls over a long period of time before we finally got the billing and insurance straightened out. A friend of my loved one invited her to go with their family on a trip to the fair, but my loved one was not allowed to go since the Silverado staff could not find my authorization for her to leave, despite me having sent it in multiple times. My loved one has also been struck more than once by another memory care resident, and the facilities response was to tell me that "These things happen", which is not an acceptable response at all.

Great place only one year old, but it was to far even though it was all expressway to get there and the cost was the highest we encountered. That is the first place I felt concerned about the cost.

I knew this community as Arden Courts. There were a couple of the staff that were really good and a few that weren’t. They’re expensive. They give you all these promises in the sales pitch, but that’s not what really happens. They had me hire a private caregivers to help him adjust so their care givers backed off and then he didn’t adjust. The activities weren’t good for my husband.

Arden Courts was definitely a nice place for those with serious dementia issues. Looking for a facility with more lively residents.

We toured this location when we were looking into options for my Mom. It was a nice looking place, and the staff were very friendly, but it just wouldn't have been a good fit for Mom. Mom likes to keep to herself, and this community seemed like one of their main focuses was on getting everyone to interact. They don't allow televisions in the rooms, and there weren't any single rooms available when we looked. I understand the value of that sort of program, but it wasn't something my Mom would have been comfortable with.

This is strictly an Alzheimers community. It was tiny, very small. Essentially all they had was a living room and the clients rooms. If we were just looking at money this place didn't have an admission fee and their price included everything, even the supplies. But it was just way too small.

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.