Resort Lifestyle Communities

Emerald Oaks Retirement Community (Senior Living) used misleading marketing techniques to promote 24/7 onsite doctor/ nurse medical team services. In fact their website states: "...We always have a doctor on call to handle adjustments in medication, continued consultation, and urgent medical needs when they arise." Emerald Oaks promoted these services as essential for them and the medical team to process the application for Long-term Health Care on our behalf. When in fact, Emerald Oaks is "NOT" a licensed Long-Term Care Facility. First alert... When I had a little trouble getting out of the car and asked for some help the front desk concierge told us to "Call EMS (911)!" When asked; "can you get someone from the medical team? The response was; "the medical team does not work on the weekend." Not long thereafter, I was subjected to the lack of medical assistance again, for a COPD breathing treatment and they called 911! An ambulance paramedic gave a breathing treatment - returning breathing to normal - but took me to Baptist Hospital where I was admitted without any records as a 'new patient' with 'new doctors.' Beware, this can happen to the best of us. I am a retired Professor and Physician, MD, DRPH, MPH. When it comes to trust in health care providers, reliability and proficiency are vital. As you will see elderly health care comes at a high price. Published Elderly Patient Medical Studies have resulted in new standard protocols to avoid unnecessary expose of elderly patients to hospitalization, repeated assessments, or changes to medications, needless testing procedures and exposure to hospital contagions. A team of 'Unfamiliar New Cardiologist' gave their 'New Patient (Me) a 'Beta Blocker', whose heart rate went down to 30 and stopped! After reviving me two cardiologist informed their new patient of repeated heart-stopping caused by the Beta Blocker and recommended surgery to insert a "pacemaker!" While heart-stopping episodes continued on a daily basis, Tramadol, an opioid which contains codeine and morphine; resulted in a near medically induced comatose state, the inability to speak, to concentrate, confusion, unusual weakness, plus loss of control of bodily functions. Codeine and morphine are listed as drug allergies on patients' medical records for nearly 30 years. In summary, 1. Patient remained in speech therapy for about 6 weeks, even after hospital discharge. 2. Patient's right arm and hand became dysfunctional, inflamed, burgundy in color, edematous with severe pain due to prolonged IV insertion. The damage appears permanent and disabling. 3. Patient's bed sores were painful and perplexing throughout hospital stay. 4. Patient developed pneumonia the last week of extended 30 day hospital exposure. Emerald Oaks and the medical team failed to provide 24/7 service as originally promoted and promised. As for 3 meals per day... I missed them too. Additionally Emerald Oaks kept our deposit. Emerald Oaks management and the Regional Director of the Medical Team readily admitted to the use of 911 Public EMS as essential for their risk mitigation strategy to avoid liability. Further stating it is a common practice throughout the industry. Emerald Oaks Staff uses the Medical Team to promote Emerald Oaks Long-term Health Care Services; when it is in fact "NOT a licensed Long-Term Facility, providing 24/ 7 Doctor and Registered Nursing Services?" At the very least, it also appears to be an exploitation of San Antonio's public Emergency Medical Services (EMS) by corporate health care providers and its improper abuse of taxpayer's public funds to avoid responsibility.

My parents moved in Riverstone 4 years ago and it has been a great place for them to live and for us to visit up until the current managers came on board. As you can see the great reviews were all from the past here on Google. The new managers (husband and wife team) treat the elderly residents with disrespect and are very rude. [Name removed] (the man manager) told one long time resident to shut up during a resident meeting when he stood up for another resident who was voicing her displeasure on the many cost-cutting changes they were making. He even went so far to tell this resident (who is very sweet and well liked) he was no longer welcome to come to the resident meetings! They speak to the resident's in a scolding manner when they voice their feedback. They have gone so far as to tell residents that they can submit items in advance for the resident meeting agenda's but they will decide what they will and won't talk about. They have cut out many of the items that were once offered and advertised as part of the price, such as soda's, grab and go snacks have been greatly reduced in quantity, juice (replaced with sugar free juice water because "it's healthier"- heck they have lived this long, I don't think the company should dictate what they can have!). Won't allow residents to take food back to their rooms, no longer have a Sunday Brunch buffet because there could be food wasted by allowing residents to serve themselves, etc. all to save money while the managers take a company trip to Cabo because they cut costs. This is what is advertised on the Riverstone website: Residents enjoy the variety and choice found in an industry-first all-inclusive Freedom Style Dining and Resort Style Dining Program. Dishes can be made-to-order, taken to-go, or served up restaurant-style in the dining room, where residents can enjoy the company of family and friends. Coffee, juice, ice cream and snacks are available all day. FALSE! The place is also getting a bit run down. They let go the maintenance man and the manager is now doing maintenance. Water spots in ceilings that are dripping water are not being addressed or fixed. The carpet was supposed to be replaced on main street some time back and it still has not been done. They are trying to get by with the least amount of expense possible and unfortunately the residents who are spending a LOT to stay there are paying the price. Residents have written letters to corporate and nothing is being done. Many residents have decided to move to a new facility that is opening up nearby because of this couple and their ridiculous rules, cost-cutting measures and behavior. They have even told residents to move if they don't like the things they have done. Clearly, they don't understand the principle of customer satisfaction or that it takes twice the effort to get a new customer than it does to keep a current customer. The only saving grace to this place is some long-tenured staff who are truly outstanding like the concierges [names removed], and many of the dining staff. They have also lost some great staff members because of these managers and the current chef. The corporate office needs to change out these managers ASAP and restore Riverstone to the way it used to be and adhere to their stated company values!

I went on a tour for mom, And did not like the new managers. My aunt lived here for couple of months and also stated new managers were entirely unprofessional when came to outside source caregivers. I don't know the name of company for caregivers, But I can say they are very courteous in passing. Other than that they (managers) were nice as job required,and the wife manager talks so fast and doesn't really listen. But facility was good. Staff nice. Overall we decided NOT to let mom stay here. She would need outside caregivers and this MANAGEMENT team is not supportive of them. Just from conversating with managers we realized this.A family member whom mother passed here, also stated management was not that great with the caregivers for her mom .