Surpass Senior Living

Autumn leaves of Memorial City was a nice community. I enjoyed the tour. The staff were very friendly and knowledgeable. They offer a range of activities for residents to enjoy. I do not like that they have a high turnover ratio and recently lost their executive director.

New community needs time to get their organization under a consistent care structure. Everyone is very nice and helpful. Again new is not best in time they will get there. Right now organizing and consistency is definitely not their strong quality.

The food is wonderful, it's not institutional food like the last place. The communication hasn't been good, it doesn't seem like the right hand knows what the left hand is doing. It seems like when we make a request, and the director says it will be done, and then it isn't always that way. My mother is very happy though, and she loves the place.

Very comfortable but the staff were very loud and unnerving during the shift change.

Already been there...they will not accept my sister because she is a fall risk and needs a Level B Facility

The facility and faculty are very nice and professional. My mother has adjusted well and has had no complaints. She is always anxious to get back on days when I take her for outings. My only compliant is the difficulty is getting a response from the Director Linda Craum. After 3 messages left on her cell phone and one with the receptionist, I have yet to get a call back after over a week.

My inlaws have lived here since June. Much of the director/top people have changed since they moved in. Apparently we were not assessed correctly and have had to make adjustments to be able to afford to keep them at the heritage. The original staff that was there in June were friendlier and more accommodating. The newest director seems almost bored by questions and concerns. Several of the original staff that are still there, have been great. They need to build on a covered breezeway at the front doors for when it's raining.

I toured here, and while the people were nice enough, the tour felt rushed. I also felt that the foyer was dark, with many of the residents gathered, but not really doing anything. It just didn't seem as lively or as bright here as I would like, so I decided it would not be the best fit.

Our experience with this community was not a good one. My grandfather time here could had been better the whole process of this process could be a lot better. It is not very well organized and they are really short staffed. The staff they do have there is good and really helpful but they do need more caregivers. The quality of care there isn't the best and could use improving. I would not recommend this place they need to become more organized and hire more staff to help with everything.

It had that nursing home smell, and they only had one set of elevators for the whole facility. The dining facility was small and didn't have many employees working in it, and it was not decorated nicely. You order your food and the waitstaff comes to you, the place we chose does more of a buffet style.

She did not belong there. A proper assessment would have shown that. There is no administrative personnel on the weekends, none. As she was going down we had no extra help. Everyone was on vacation. I thought she was handled roughly when she was in very bad shape. They didn't inform us that she fell. Went in to find her covered in bruises. We didn't know she kept trying to get out of bed, fell again, they told us that time, at 4:15 am. They didn't tell us she didn't have any more clean sheets, we had to bring the laundry home as well as bring more sheets from our house. I don't believe anyone else was intentionally malicious, standards are just low. There were a few gems. I would NEVER ever recommend that place to anyone. I could go on, those were just a few of the highlights.

My husband was in for respa care for 4 days while I was out of town. The apartment was nice well decorated obviously for show. They didn't mention or have any written information on what I was to provide for his stay. Other than his meds and personal clothing & depends. I planned on spending the afternoon/evening with him to help him adjust to a different temporary environment. He was very briefly greeted while they came into his room to make sure I had payment arrangements and signed papers. It was almost 2 hours before I could disrupt an employee to find out about meals since they didn't acknowledge him he missed his evening meal and meds. I also asked about bedding, towels & washcloths for showers. Which he need assistance with. They quickly informed me i was to supply & provide everything for his needs even though he was just 4 days respa resident. Including any snacks or supplements. I had to leave my confused husband already unsure and distrusting at 8:00 pm to find a department store before everything closed to purchase over $[removed] of bare minimum items he needed. As I was going out the front door and employee ran up to me and told me " hey, if he wets the bed you need to get disposable bed pads and a wet proof mattress cover" if he soiled his mattress I would be required to pay extra to have it cleaned & sanitized. So I made it to target in time to get a mattress cover, more depends, 2 complete sets of sheets, pillows, blanket, towels, face cloths, toilet paper, Kleenex, paper towels, eating utensils( i already supplied specifically utensils he needed because of his shaking from Parkinsons) dish soap, kitchen supplies and suggested disposable cups & plates if needed for snacks or morning coffee. It was disheartening lack of information. I felt very uncomfortable leaving him in the first place and quickly became distrusting of his care while i was gone. If it had been a pleasure trip or vacation trip I would have canceled and stayed home. But it wasn't it was a family tragedy shocking death in another state. I asked a friend to visit and check on my husband while I was gone. She said every time she visited he was just setting alone watching TV. Staff would drop of his meds and brought him meals. He needed a shower but he needed assistance. I think someone finally helped him the morning I was going to pick him up that afternoon. Most of our family was going to be out of town participating with funeral needs. My husband was not happy at all when I would call him. He was already confused and didn't feel safe. His room was right by the front door and if he was capable of leaving he would have walked out. Staff did the bare minimal interaction with him the entire time he was there. The most residents appeared to happy. But where my husband was located isolated from the common area. He was not encourage to go to the dinning room or participate in activities at all. There was a birthday celebration for a long time resident turning 100 years old. That seem to occupy staff & invited visitors for a couple of days. I don't know if anyone else was there for a few days respa care but the short hallway felt like a jail and the few residents where he was at was pretty much ignored and talked about by staff in the hallway. Sorry for the long text. I have talked more than one person about my concerns. My husband does have Parkinsons and had not been home to long from recovering at the hospital from a fall. He is not demanding or unfriendly. He is a people person and usually goes with the flow concerning changes. He is retired military officer and also retired educator. He's a well educated public speaker with a horrible disease that he is already struggling with. But he still trys to live his fullest life in a positive way everyday. I'm just hurt when my husband tells me he felt his dignity was taken away and felt like a non person. It still effects him to this day.

It just seems to be issue after another. They just had to treat the whole floor for scabies.

I have been very transparent and honest with the staff. However, the staff nurse is diagnosing on her own which is a violation of laws. I have called, been concerned, and have done all I can do to find out the truth. The whole staff are are in this nonsense together. Please be aware of everything your loved one is going through and be diligent to report them if necessary.

The overall experience was bad enough that I pulled her out our loved one out. We expressed concerns about cleaning our loved ones room and saw little or no improvement afterwards. No, I would not recommend The Heritage to other families, I took her out because they failed to address issues

My loved one was a resident at Parkside Assisted Living and Memory Care. The bottom line is, we made a mistake and I would "never" recommend this facility. The medical staff is poor. Communication with the family and response time - poor. The food is terrible. Housekeeping, awful.

I would recommend they find a better care facility and check reviews

Has not been a wonderful experience. Food has not been good. The only reason I am still here is the have washer and dryer in the room. Food and cleanliness is probably the two highest ones for improvement. The activities are fair, but have no bus to take people with w/c to dr. or activities. I don't have much need for help so can't really rate the caregivers.

My loved one was previously a resident here, but we've moved her to another facility. Things started out okay, but then we had some issues. One thing that really bothered me was that the floors in the kitchen/dining area were dirty and slippery. The food itself wasn't too bad, other than offering mostly chicken and a lot of rice. There just wasn't a lot of variety and when you did choose an alternative option- it was a long wait before you got it. Like 40 minutes for a baked potato. Communication with the family was zero. We were also overcharged and are still waiting for them to get that resolved. I know that since we've moved our loved one out, they've changed management and are trying to fix things. But it was not a good experience for us.

My loved one was in Memory Care for 3 days when they called me to tell me I had to hire a sitter to watch him for 7 hours a day. That is roughly $200 a day with $28 an hour on weekdays and $30 on weekends. (I think it was because they were short staffed.) Then, after he'd been there awhile he apparently was not calming down regardless of his meds, (which they told me it could take a month or so to kick in) started to get anxious, jittery, difficult, etc. He was also getting up 2-3 times a night to urinate. So, they started him on a low dose of Ativan. The dose was increased until he was out of it, like a zombie. Because the rent was going up $625 in September, and I was still having to pay $5600 a month for a sitter, I searched for other Memory Care facilities. When I spoke with them, I was totally upfront about him not remembering that he can't walk, yet constantly standing up, and often falling. I told them I could not move him if they were going to require a sitter. When the [community name removed] nurse came to evaluate him, she immediately contacted me and said, "He acts like he has a UTI. When was the last time he had a urinalysis?" I asked the Parkside nurse and she checked his chart. He had NEVER had a urinalysis in the 2-1/2 months he'd been there!!! ANYONE who has worked with the elderly knows that if they start getting agitated or difficult, it's very possible they have a UTI. So, I asked the nurse to call his doctor and order a urinalysis. Sure enough, he had a UTI!! Maybe had they performed a urinalysis when he first was admitted, he would not have had to have a sitter at all! He was put on an antibiotic for 010 days later, I moved him to [community name removed]. Since being at [community name removed] he has NEVER had Ativan and does not get up frequently in the night to urinate. I had a meeting with the executive director of Parkside a month after I moved my loved one out, and he said as very open to listening to my disappointment with [his] care. He said he'd have there "overall, charge or whatever" nurse evaluate his care. I received an email from him a couple days ago saying all "procedures and protocols" were correctly followed. I am very disappointed with his response because that means any resident they have may get treated like [my loved one] and not checked for a UTI because of their "protocols and procedures."