SRI Management, LLC

I do not recommend Trinity Hills of Knoxville as a place for your loved one. We had a terrible experience there with my father. The facility is very understaffed especially at nights and on weekends. They had a large turnover of staff in the year my father was there. There were many times temps were there from agencies who did not know the residents which placed them at risk.My father sustained 3 falls in 8 days which ended up taking him down. He passed away last week. We also had issues about receiving assistance for my father, which we thought was the whole purpose of an “assisted living facility”. If you do receive assistance you will definitely be paying for it along with your monthly rent. I am sharing with you some of our firsthand experiences that we endured the year my father lived there. Everyone was friendly and caring when we first visited. We were “sold” into the facility assuring us that if my father’s health declined they would be able to accommodate him. That was a lie!!! Please talk to the residents and visit at different times including the weekends if you are considering placing your loved one at this facility. I am trying to save anyone from going down the path we took with our precious loved one.

We did not have a good experience at this facility. We were “sold” into the facility assuring us that if our father’s health declined they would be able to accommodate him. That was a lie! We always worried about my father’s care during the nights and weekends. There was such a great turnover of staff that for a while I didn’t know anyone on nights and weekends! They used temp agencies which didn’t know the residents and put them in harm’s way! If a resident can assist themselves and has a good mind this facility may be okay otherwise I would look elsewhere. Also, if a resident does need assistance they will be charged for every little thing and most likely won’t receive the services. We had our problems there and I wouldn’t want to see someone else go through what we did! One last thing, my father sustained 3 falls in 8 days! That’s what took him down. Think twice before using this facility.

It's really sad how you get pipe dreams told to you to get you in the door and once in, things change rapidly. My mom hasn't been there for a month, and she's already different. She stays drugged up, but I'm told that there's no change in her meds. She's like a zombie each time I come to visit. The staff stays quiet due to fear of reprimand. It's time for a call to the state and have them to investigate this issue. I refuse to keep seeing my mom like this.

We had a horrible experience of mismanaged care and misunderstandings from everyone from the night nurse to the intake coordinator uo to upper management. Intake coordinator sold us on a room that wasn't available then talked us in to a lower level of care which resulted in falls and injuries and eventually a hospital stay. Upper management was out of town and unavailable over weekends to solve problems. They put the charge nurse in a tough spot and left him to clean up the mess they made. This made my father in laws last year of life extremely painful and overly complicated!

The turn over of employees will boggle your mind. The care that is given is ridiculous. You never know who the administrator are, who you address a concern with, and who’s in charge of what. You ask a question and no one ever gets back to you. When something happens they scramble to cover their back sides. This place is less than appealing when it comes to hygiene. Patients are allowed two showers a week. Really!, even when they have an issue with cleanliness it’s still two showers a week. I have had a loved one there for a while and my experience today only confirmed that I will be looking at another facility. The staff with the exception of a few are lazy, and uncaring. Lack compassion as well as common sense.

Independent living. It is unfortunate, the facility is really nice, however the management team inexperienced and rarely available. It is frustrating trying to have routine maintenance completed and not being able to contact any persons of authority.

Please do not put your loved ones in this facility. My grandmother lived here for nine months. During this time, we struggled so much with the facility just to get her needs met. This facility will provide the bare minimum and will not give what you are promised to the memory care residents. It's dirty and understaffed with uneducated people who lack proper understanding of memory disorders. There are a few good caregivers, but overall they cannot provide for residents adequately because the management is disorganized and chaotic.

Do not send your loved ones here. If I could issue a warning to anyone, I would tell them to never send their family here. The nursing supervisor of the memory care side of the building, when my grandmother asked for help up to use the restroom, raised her voice to her and told her to "just pee in your diaper!" and refused to help her up. My grandmother had a care plan that was frequently not followed such as giving her assistance with showering and toileting, escorting her to meals and activities, helping with dressing, etc. These are the basic things that you expect people to follow and it's heartbreaking to find out that they aren't doing it and are [Removed] your family. Suddenly and without any known cause my grandmother suffered from extreme weakness and things that she was able to do the day before she was suddenly unable to do them. Instead of offer any advice or increased assistance they required her to have a private home health aide 24/7 - at our expense. We understand their situation and so we complied. Concerned for her health though we had her sent to the ER. While in the hospital the executive director issued my grandmother an immediate eviction and told us she was unable to return to Brookdale when she left the hospital. Suddenly and without warning an 87 year old woman in a wheelchair found herself homeless. THIS is how you can expect to be treated. THIS is the compassion level you will be given. Just Google the news articles about this facility and you'll see what else goes on behind closed doors. Just don't do it!"

Our family endured Brookdale, Carrollwood for one year. Mom fell and was transported to the emergency room three times during her residency. After mom's second fall, rather than to express concern, the Brookdale nurse called me in to state they were going to charge an additional $780 a month for 'other services'. The third time mom fell and was transported to the emergency room, the Brookdale nurse called while mom was in the E.R. She did not call to check up on mom, nor did she extend empathetic support, she called to say the director stated mom could not come back to her room. Turns out this was [removed] was promptly reversed after the E.R. nurse called Brookdale to recite the law. The care we were paying for was so neglectful, we chose not to come back. This is a verifiable fact. Third fall mom was face down on the floor for hours as they failed to check on her throughout the evening. This is all substantiated by the Emergency Medical Technicians (EMT) at the Hillsborough County Fire Department. The EMT told me he had never been to a facility that had so little information to go on as they were attempting to rescue mom as she was found face down on the floor. This is a verifiable fact. Management is Despicable. Don't get caught up in the surroundings. It's all about the care, or in Brookdale Carrollwood's case, a lack therein. It's important to anticipate the level of care your loved one will need in the near future. Brookdale is all about additional fees. Fees that management will never initially discuss. There were multiple levels of fees costing well over a thousand additional monthly dollars. They attempted to charge a "Laying out of clothes fee" whereby they open the closet door, choose an outfit and place it onto the closet door handle. This imposed fee was also dismissed as my sisters and I were there every day for mom. Although we paid for escort service, supposedly to ensure mom went to the dinning and craft rooms. Rarely did they take her out of the apartment. Mom would be left in her room or taken down to dinner so late she often would be eating alone. Brookdale would provide room meals, primarily because it was easier for them. God help those residents who have no family to ensure their loved ones are being treated appropriately! [removed]. Mom was humiliated and upset. Rather than address the horrific event, Brookdale management attempted to impose a "psycho-social" label that....you guessed it came with a $350 monthly fee. Again, I fought this and multiple other fee increases and several were reversed. Mom was a certified angel and in this incident as with others, was treated outrageously and inhumanely. For the most part the medtechs and aides were wonderful, but extremely frustrated that they had been pressured by the clinical manager and facility director to move on from one resident to another without providing the sufficient care needed. Mom never used the emergency pull cord as she was too proud to do so. At one point I did find it necessary to pull the cord. A half hour went by before exiting out into the hall in an attempt to find an aide. I finally tracked one down at the other end of the hall, but she stated she wasn't working that hallway and promised that she would send an aide to mom's room. Twenty minutes later or fifty minutes after initially pulling the emergency cord, an aide finally showed up. The aide has always been helpful in the past. She stated she had been stretched to her limits given the skeleton staff even though it was in the middle of a week day. I again expressed my concern with both the clinical manager and the director and asked them if they were aware of the time lapse between when a resident pulls the emergency cord and when an aide actually shows up to the room. Their dual response was typically arrogant and totally dismissive. In an attempt to keep complaints within Brookdale I sent multiple letters to the CEO, all ignored. The South East director was brought in, but she was ultimately as inept, uncaring and unresponsive as Brookdale Carrollwood management was. Mom was denied her heart medication for 12 days. This would have gone on indefinitely, but our family questioned the staff when the medication was not being provided. They said the physician cancelled it. NOT SO! I filled a complaint with the Agency for Health Care Administration (AHCA), through the State of Florida. The investigators promptly penalized Brookdale, Carrollwood after substantiating our families claim. This October 2016 complaint can be viewed on the Florida AHCA website. This was not an isolated incident. Denial of medications had happened in the past, but we as a family, had attempted to handle this gross negligence internally. I have multiple emails to and from the director regarding these and many other concerns. Unfortunately the same lackadaisical attitude continued throughout the 12 months mom was a resident. Bottom line: You are your loved one's best advocate. I would NOT recommend Brookdale, Carrollwood. It was ultimately a tragic experience.

I would rate this property a negative 100 if given the opportunity. My mother in law is at the facility for dementia and the staff and nurses don't care about her well being. Now when we are sent the bill for her care oh they want their money but no care goes into this facility. All they care about is staying on their cell phones or watching television and smoking every five minutes. The living conditions are un-bearable. It's a shame that when you walk into the facility the first thing you smell is piss especially from the rooms. Very disorganized and very unprofessional

On paper, the Villas looked like a great option for my Mom. We were set to move her in when they decided that she needed to be admitted to a geriatric psych ward for evaluation because Mom had some problems with wandering due complications from a uriniary tract infection. The nurse labeled Mom as agitated and combative when she was expressing her irritation at getting the same questions repeatedly. The doctor they referred us to admitted Mom to the local hospital. Instead of putting her on medication for dementia, Mom was put on the incorrect dosage of a sedative and went from being her lively, opinionated self to falling asleep sitting up. In my opinion, the Villas only wants Stepford Seniors.

HORRIBLE!!!!!!!! If you are swayed by the staff dressing up nice for your initial visit and a nice new building, go ahead and send you loved one here. If you care about how they are spoken to and the actual assistance they receive, go ANYWHERE BUT HERE!!!!!!!! I have a Master's degree in Business Management and Administration and can assure you that I am reporting [removed] to any and all appropriate agencies so that they are adequately investigated for day to day operations and "getting back at the resident" for giving a 30 day move out notice. Again, go anywhere but here. I am so disappointed with what we have experienced for the care of my grandmother in the 2.5 weeks she has been there......after 3 days of having her live there we began looking for a different place.

In the beginning they will treat your loved ones like royalty. When they have them feeling comfortable with their surroundings, then they start changing things. They want you to use their prescription plan and doctor and if you don't then they will increase your level of care charge. They must get kickbacks for the doctor and the pharmacy. We were told my mom could have her little dog with her there. After increasing the level of care, they are now saying they will charge $20 a day to care for the dog. The dog was recently at the vet for a yearly check up - weight same, healthy, all good. I was told my mom doesn't feed, water or walk the dog. When I got there on Saturday, I was told she had already had the dog out 3 times by noon. Everyone that is at the facility loves the dog and everyone knows how a dog helps in nursing homes. Everyone wants to pet him and talk to him. He's like a little celebrity. I would be cautious on going there, I am now going to have to move my mother and get her familiar with other surroundings. The upper management should have as much compassion as the employees and quit trying to rip off the elderly. Bear in mind my mom is still mobile. She has a walker and walks everyday. If I were to take the dog from her at this point, she would likely die. Wish I would have realized this before I moved her in. Oh and I tried to have a meeting with the executive director on a Saturday as I drive from Georgia to Tampa every weekend and was told she doesn't work on weekends but would meet me Monday - Friday. I lived in Georgia when my mom entered the facility and was told this wouldn't be a problem. They should practice customer service and realize that we are the customer.

I’ll tell you what the problem is. They are very short staffed. There are people who have been there for years that get you to come there, but when you get there you find out that they are very short staffed and it’s just not what they make it out to be. So people just end up sitting in a room all day. Our loved one was only there for a very short time. They took twenty-five minutes to assist with the restroom.