Spring Hills

As a family we made a decision to move our mother to Spring Hills. We visited over ten facilities prior to selecting this one. When I toured and subsequently when my sister toured we were “sold” on the “care”. Our first impression when we went in was that it’s an old building that needs more attention to upkeep but that pales in comparison to what a facility can offer insofar as hands on care, so we listened and learned a lot from the sales woman. We were told how care is managed and it seemed they had the best plan in place for our mom. Since moving in though, little if any of that care has been provided. Mom is never showered on the right days or at the right times, her laundry is stacked, her hair is never shampooed or combed, her hearing aides are often left off of her. It’s a lot of promises and no holding up. We are looking elsewhere because things have not improved. The communicating with nurses is terrible. We are very disappointed.

Only assisted living available. Very pricey for 2 people.

First of all, I was very conflicted in writing this review. I really do like some of the staff members and administrators at Spring Hills. [Removed] are both accessible and very polite. The problem is that I have talked to [Removed], whom I usually deal with, probably a good hundred times since my mother has been there. Why? Because what is promised and put into the care plan is not being done. All my concerns are pleasantly addressed but 90% of them are never resolved. As for myself, I am retired and have visited my mother 3 times a week 5-6 hours a day for the last two years and seven months, the entire time she has been at Spring Hills Singing Woods. So I know what I am going to speak about in this review. My mother, [Removed], has Alzheimer's. She is in her sixth year of this terrible disease. She is in the Assisted Living Section at Spring Hills. She does not wander and she is the most pleasant woman you could ever want to meet. Unfortunately, she can't remember what happened 5 minutes ago. She is on a care level 3 and has a fairly simple care plan. My mother is not in a wheel chair and does not have any bowel problems. She DOES need help getting dressed in the morning and at bedtime and assistance to and from meals. Her room is a good long ways from the front entrance and the dining room and since she has Alzheimer's she may not remember the way. Before I get more deeply into care plan issues let me address the most serious concern I have dealt with and that is running out of my mom's medication(s). This has happened at least three times with my mother in the two years and seven months she has been there. This is unacceptable and must NEVER happen as this could cause fatal consequences. It was addressed quickly but only after I brought it to the administrator's attention. Now, for the care plan. I ask for two hour checks to make sure mom is ok, the toilet paper is filled and the room is in order (not too hot, not too cold, room a mess). Mom does not know how to do the temperature controls on the heating and cooling unit in the room. I have come in and the temperature in the room is too hot or too cold. I have come in and it is turned off completely. On mom's unit in her room the button that adjusts the desired temperature does not work right. New employees are not told of this and they adjust it incorrectly or just turn it off. When I ask that it be fixed I was told it was an old unit and there's nothing they could do. I checked the filter and it was caked with dirt. I cleaned it myself. As for the promised two hour checks, many, many times they have turned into into 5-6 hour checks and many are just an aide sticking their head in to say "you ok" and leave. That is NOT what the care plan calls for. They are supposed to do a walk thru to see if the toilet paper is out, and the bathroom or other parts of the room need attention. I have come in to find toilet paper empty and the bathroom a mess. I have asked for the lights to be left on during the day. The room is very low light when the lights are not turned on and my mom's vision is poor. Guess what? I have came in and still do, only to find my mom sitting in the dark. Luckily I leave one light in the corner on for mom all the time. Mom is supposed to get help with dressing in the morning and evening before bed. Many times I have come in and she has had mismatched clothes on, which to me indicates she never got the help she was supposed to get. She is supposed to get help getting into her night gown and put into bed by 7:30 pm. I call at 7:30 and mom is still sitting on her couch and no one has been in to assist her. I have called at 8 pm before and mom is still sitting there, half asleep on the couch when I call. I have put up many signs in the room just to get mom's blinds pulled up every morning so light comes into the room and she doesn't have to sit in the dark. That was a battle that took two years to get done. In the dining room (90% of the time), none of the aides (the girls in red shirts) assist the patrons who need help (people with dementia, people in wheelchairs, or just people who need a coffee refill). How do I know this? Because I have eaten dinner with my mother there for two years and seven months, three times a week. Many times the residents wait 15 -20 minutes before someone will fill their coffee cup when they first come down. Don't expect dirty dishes to be taken off the table during the meal or your loved ones being ask if they are ready for dessert. In over two years coming to dinner with my mom three days a week, have I yet to hear a server come over and ask a resident "is everything ok or can I get you anything else". When I am there, there is always a minimum 20-30 minute wait time between when the resident is done with dinner and a server asking if they want anything for dessert. Don't get me wrong. There are good things. The building is beautiful on the inside and beautifully landscaped on the outside. the girls that sweep the hallways do a great job. The front desk personnel are helpful and friendly. The activity people are great. The chef in the kitchen has addressed some of my issues and is very friendly and helpful when I see her. The administrators are friendly and polite. BUT, and that is a big but, if problems don't get resolved and your loved ones with disabilities don't get the care and compassion they deserve and that they are paying their life savings to get, it is all smoke and mirrors. I can honestly say that there is currently only one aide that works there that I trust to follow the care plan and take good care of my mother. The other good ones have left for jobs that pay a quarter or fifty cents more an hour. Spring Hills needs to offer an incentive or merit raise program so good employees are rewarded and offered pay raises. Otherwise the good ones will continue to leave and seek higher paying employment. I would love to be a part of a training class for new employees and give the perspective of a family member. No charge. If after reading this you wonder why I keep my mother at Spring Hills, it is because moving her would only confuse her and accelerate her decline and I will not do that to my mom at this juncture in her illness. I think at the very least, family members deserve the peace of mind to know there loved one are getting the care that they are promised and paid for. So far I still long too see that day.

My father was admitted to Spring Hills in the fall of 2016, and he was recently denied re-admittance to the facility after a hospitalization, on the grounds that the nursing staff at Spring Hill could not provide proper care for him. This is somewhat understandable, but the manner in which it was carried out was not. The administration at Spring Hill has very poor customer service; no one ever returns phone calls or seems to listen to voicemail messages. They seem to care more about their bottom line than their residents. The support staff, who actually takes care of the residents day to day, was, for the most part, excellent and very helpful. However, the Head Nurse in charge of assessments, [Removed], was abrasive, unsympathetic, and refused to listen to our concerns, and even lied about previous statements she made to our family. Because of these duplicitous actions by the administration, I strongly advise thinking twice about signing up with them. Before you sign the contract and start paying, they are very nice and accommodating, but their true nature reveals itself once they have your money.

The staff at this facility need a course in caring my loved one who needs help with dressing toiletry etc. is left many a day wet and at the mercy of the staff. This shouldn’t happen to her anywhere.

They invited us to lunch,set appointment & then after a walk thru they sent us home...no lunch. Place was very busy and crowded. Staff turns over alot

Overall our experience here was not a good one. They seemed constantly understaffed, and it seemed like the residents spent most of their time simply sitting in their rooms. I just didn't feel like the quality of care was very high.

Beautiful facility and probably perfect for people looking for assisted living. Not pleased at all with the dementia care. From lack of help in transitioning mom and admitting her to putting out fires instead of anticipating them....I will be placing my mom in a different facility.

Family member with limited mobility was not offered assisted showers on a daily basis as promised, even after numerous complaints; several medication mix-ups that included a dose of something that caused sleep for over 24 hours & when confronted with incorrect red pill in med chest, nothing was done, only a 'I'll look into it to see it doesn't happen again," but others did happen. At least 5 falls, one resulting in ambulance ride, ED visit & I wasn't called until 4 hours after the fall. Wandering "residents" that continued to come into my family members room at all hours of the night & day with no viable means of correcting this problem because "Director" didn't want to upset the family (didn't want to deliver the message that some residents needed to be in the lock down unit & maybe cause the paying family to pull out resident). Lots of mumbo jumbo about how many meds mom was taking & what level service she would be required (although most meds were PRN). Tried bait & switch tactics on changing rooms, to a larger more expensive room because someone else had just gotten the last smaller room because we couldn't come in sooner & sign the papers. They may boast about the dietary restrictions, but unless it has to do with diabetes or allergies, they could care less. Found mom drinking coffee one evening around 8:00pm, & this was her 3rd cup. Then they had to give her ambien to get her to sleep. Dr visits were NON-EXISTENT, I tried to catch him on his Thursday visits for over 2 months & never saw him, he always just left, at 10:00 am??? or got called away to the hospital. Medicine changes happened for no reason & always for the higher tier drugs & they are faxed & brought over from a place in MD in large blister packs, so I couldn't tell you if they were these new drugs or the old ones. Her Plan D was getting charged the higher price & I was stuck with $40 & up co-pays. Director not responsive to feedback. Took mom out, placed her at Emeritus at Arlington & LOVE IT!!!

my first hand experience here was great - my mother in law had been against Assisted Living since forever but [name removed] made it so easy of a decision for her! she really personalized and sold the opportunity to live there! [name removed] was great even after we moved in she always stayed on top of my mother in law and was there to welcome us with any concern although everyone would tell her to refer any concerns to [name removed]. I appreciated [name removed] so much for doing that because my familiarity was with her and when she introduced me to Keila it was great because now I had two people I fully trusted. The problem was once she moved in! The place reeked and I know these things are unavoidable but when someone would call it would take FOREVER to get assistance. I witnessed it for my mother in law as well as for other residents. It was horrendous! I feel like [name removed] and [name removed] were the only reason I stayed so long but my husband had enough and he still complains!! Can you believe when I mentioned [name removed] name the Executive director [name removed] I believe had the audacity to lie and tell me she had moved up and was working somewhere else??? But to find out she was let go from Spring Hills! Absurd! Honesty is something I just cannot expect from the people here. My mother in law is constantly missing items and clothes from her room, the staff will come and reset her pendant then leave I witnessed this within seconds!! I appreciate [name removed] trying so hard to work with the staff but this place was just a one man showdown! The acitivities in this place was great i mean they have so much to do but a lot of it is just the same, it never changes. And they don't do that great of a job to really encourage the residents to enjoy themselves. When I mention leaving, I even got a sarcastic comment from the Director of Nursing saying well if i want to do that then i just should and shouldn't talk about it, just do it! Ridiculous! I have friends and families who have visited and gotten the same treatment and I have seen the Ombudsmen coming their to talk to different residents about Abuse which just confirms my suspicion about this not being a great facility!

In the beginning, the agency sent out a wonderful caregiver. She was nice she kept her appointments and did what she was supposed to and things were going great. Then for whatever reason, they stopped sending that caregiver and things went very badly very quickly.The agency either would call us to say they had no one to come out and had to cancel the appointments or they had someone scheduled to come out and an hour before they were supposed to come they would call and cancel and say they had no one. This agency is not run professionally and I would never recommend them to anyone.

A peek behind the curtain! This corporation is for profit only. Educate yourself before going into Spring Hill. Staff goes into rooms anytime, items disappear and nothing is being done as Spring Hill says it will. The poor staff is always turning over due to lack of pay. Residents have to be able to care for themselves on a cognitive and mobile ability or find another facility. Our experiences with this location is. poorly run, understaffed, doctors don’t show up and no one returns calls. You physically have to fight for a parent who is paying astronomical monthly fees. No one does what they say they will!

Horrible experience. It's great for independent living, but not assisted living. Doctors don't show up or return calls. Nurses always too busy no call backs. Rooms not vacuumed and cleaned as promised. They also screwed us out of money.

It is not a good memory care place. Rooms were not cleaned on a regular schedule. Very little help was given to assist patients with showering or help in the dining room. I think probably patients were doped up so much that they became very frustrated and angry. And caused them to sleep a lot. The help there is pathetic. The help is not trained to deal with dementia or Alzheimer's.

This is emotional for me because I have basically lost my mom to Alzheimer’s. She’s physically here but she’s not her. I went all over to look and find what I thought would be the best place for her. We moved her in the summer and within the first three weeks, she was supposedly involved in an altercation with an another resident. I believed it then when they told me that it was a resident but since then she is often bruised and the bruisers are on her wrists and arms and when I bring it up it’s always laying blame on other residents. Because of where the bruises are located I don’t believe them. Especially because they were so quick to point a finger without listening to the whole story. I tried to talk to [name removed] who is in charge, but she said basically it wasn’t the staff and snapped at me. It’s very difficult to go through this a second time but my family has no choice. We can’t leave her somewhere where either she’s being attacked by residents or where staff is rough with her.

My parents haven’t been there long and won’t be for much longer. I want to be honest because if your concern is to get care for your parents it probably won’t happen on the regular. The nursing staff does not follow through on what their care level lays out and the head of nursing is unapproachable. As example: Twice so far has she laid blame on the nurse who was in charge before her but she’s not there anymore so clearly it’s not her fault things are not being done. My mom is aware and can tell me yes or no they didn’t do x y or z and we have had multiple discussions about my dads showers and still they didn’t do them. I don’t like the way they speak to my parents like they’re children and my mom Thinks they are disrespectful in their tones to her and dad. We were told how great they are at personalizing everything for every resident but it’s just words and no follow through. We have located a new facility.

We worked for years to get my loved one into this community. We trusted the people who brought us in. Since this Christmas we have gone through three resident nurse directors and three executive directors. The managers have all left and it is so unorganized there. I have caught the nursing staff in lies about my loved ones care. The managers are not professional or anpproachable anymore. I visit almost daily and I know the seniors that live there. They have expressed the same feeling as me, like you can’t get straight answers and there is no more warm feeling. They spend all their money to get a new dining room but obviously can’t afford good staff including the ones on the floor and the ones behind the desks. Don’t believe there lies when they tell you there is a nurse there overnight. There isn’t. Even there doctors that go there admit that it’s a train wreck. If I could give zero stars at this point I would.

This place failed to provide the best services/care needed. Just go and check out the numerous violations from an unannounced inspection by VDSS on [date removed]. Unfortunately loved one my died there on [date removed].

Our experience here wasn't great. Several other residents/families felt the same and were looking to move their loved one like we were. I understand the pandemic has played a huge part in added challenges for these facilities, but some of the things were still unacceptable. Meals were served cold a lot of times. Showers weren't being done as frequently as they should have been. My loved one's bathroom was dirty/soiled for 3 days before they cleaned it. The director was hardly ever there. They weren't keeping aides and nurses on duty like they should have been. So many things. I visited at least twice a week and saw these things on a regular basis. I visited around 6pm one day and there wasn't a nurse OR an aide on staff. It was concerning. One evening, my loved one's (who is diabetic) sugar got to an alarming level. They only had an aide there, she called the nurse and the nurse told her that they only give insulin to residents 3x a day and on a set schedule. They were so understaffed and things just weren't being ran as they should. I ended up moving him to another facility. I would not recommend them to family and friends.

The general area is overall clean. However, my loved one's room was never cleaned by the staff during their stay. We ended up moving my loved one out of the community due to a medical condition. Overall we were very disappointed in the care my loved one received, as we were expecting more care than my loved one actually received. The process of shopping around or being "recruited" compared to moving in was two extreme sides of the spectrum.