Surpass Senior Living

have been there for several years hoping it would improve. they are often understaffed and have a tremendous turnover rate. the caregivers are poorly trained and some of them really are in the wrong line of care. the place has a housekeeping issue for the last year which is really reflected int the cleanliness of the place. there is a new director who seem to be trying hard to make the place better. if I were you I would consider other places

We had quite a few issues with this community, and were not happy with it at all. The staff were friendly, and tried to be helpful, but just did not seem very competent. We really had to stay on top of them to make sure things like regular cleaning took place. We also did not like that during the weekends they had temporary staff come in who had no personal connection with the residents. When we were selecting a community we had 3 main requirements. We wanted her clean, safe, and active. We were very disappointed in the level of activity here. When we toured it looked like they had all sorts of things planned, and marked on their whiteboard, but after she had been here a while we noticed that there was barely any participation, and the staff did not seem to actively encourage more people to join. And in terms of safety we never felt that the building was particularly secure. They locked it at night and you had to use a code to get in, but EVERYONE knew the code, and they'd tell anyone who asked. The building also very empty and unwatched at night. They also had a water line break, and it took them a month to get it taken care of, and during that time they would just crowd all the memory care patients into a common area for most of the day. And last of all were the problems with cleanliness. We would often come in and find Mom in bed in her clothes from the previous day, or find that her bathroom was dirty. We were paying to make sure that she had help getting changed in the mornings and evenings, and this was obviously not something that was happening regularly. I would NOT recommend this place to anyone else.

This is not a good place. We were forced to leave after 30 days in the best interest of my dad due to substandard care and lack of compassion from some caregivers. I do not recommend. They do not know what's going on in their own facility.

Our family had a deeply troubling experience at Parkside. The facility was consistently understaffed, call lights went unanswered for long periods, and basic care needs were not met despite repeated requests. Cleanliness, supplies, and communication were all serious issues, and the support promised during admission was not delivered. Although some staff were kind, the overall environment was unsafe and unreliable. I strongly urge others to look elsewhere and avoid making the same mistake we did.

I toured The Heritage at Eldridge Parkway and left feeling very uneasy. The building looks nice when you walk in, but the atmosphere didn’t feel warm. Staff seemed busy and not really focused on the residents. When I asked questions, I couldn’t get clear answers, which made me feel like communication would be a problem if my loved one lived here. It just didn’t give me the peace of mind I was hoping for.

toured this community for my loved one and was disappointed. There was a strong odor in several areas, and I didn’t see much for residents to do. Whenever someone from outside came in, staff seemed to focus on them instead of the residents. Management didn’t feel warm or welcoming, and after my visit, I understand why there haven’t been any reviews since [date removed].

Current facility and owners are operating under Heritage ([date removed] to current) NOT Autumn Leaves(pre [date removed]!) So only positive reviews are from YEARS AGO! I could go on and on about everything i saw and how many executive directors have come and gone not to mention staff and nursing directors. The owners work out of Florida and ignored seriously egregious maintenance failures. Anytime looking at a facility ask how long the Executive Director or other core mgmt staff have been in place; that says everything.

horrible owners and mgmt on site that changes nonstop. Lack of Maintenance, washers/dryers and bathing facilities are horrendous. A place for mom is nothing more than a kickback site that presents all facilities throughout rose colored glasses. #shame

[name removed] (Med Tech) has on multiple occasions stonewalled relay doctor information for my grandmother that is living here. Rather than communication and providing solutions, this sole individual has both disrespected my family and created an environment where my grandmothers health is at risk.

First of all, Mom wants to die at her house, but the other siblings want us to put her here, so we did. It was fine, until they didn't want to listen to the POA request, the ones that really care and visit her everyday, even at her house before she got sick. Nurses and others are gossipers here and taking sides. Specially the RN [name removed]/ [name removed]/ [name removed], she's the LIAR, GOSSIPER, MANIPULATOR, FAKE of this facility, she told Moms sitter not to call my husband (POA) when mom had seizures. The only people that you can trust is the cook, [name removed] is so nice and caring, she cut moms food and very gentle to people and the black american CNAs (they're the nicest people that u can ask here). KC and that little nurse were caring too. I didnt like how they handle the family of the patient, they're taking sides. They didn't even know who's the good and bad guys in real life, they didnt know the real stories, they shouldn't take sides, and just be in the middle or be with the patient's side. Going to this faci

I call and leave many messages to check or ask questions about my mom and they never answer the phone nor return calls. This a red flag flying high to me. They may not know my name but they don't have every family members name if they don't answer calls. Highly inappropriate for a place to care for a loved when there's no communication. I would not recommend for anyone who cares and love your family. I pray my mom is not being mistreated and God is protecting her.

My loved one was properly cared for, had to ask for them to bath and change bedding after 30 days each time. She lost a lot of weight because they don’t make sure anyone eats. She fell so many times she is scare to stand up! No compassion. My loved one fell backwards and her her head as I watched on the camera, an employee stood over her until help camel, showed her no compassion that she would be ok! All I could do was watch and cry, it seemed so unreal and cold! Residents go in and out of each other’s rooms. Male and female. This is not ok or safe. Seen women wearing men’s clothing. Every time I watched my loved one on playback on the camera fall and hit her head they did no evaluation and just stood her up and walked her out of the room for breakfast! Please do not remove this review, we have a right to let people know about our horrible personal experience.

No training of staff Medication irregularities Mold in rooms Rude ownership Inaccurate assessments No care plans designed Overselling/underdelivering Residents put at risk

Worst place ever!!! This place is absolutely a mess. We had such a bad experience from the beginning. They kept making mistakes with my dad's medication repeatedly. The lead nurse [name removed] is very disorganized and unprofessional. I went to the place and requested his medication log and she didn't want to give it to me, gave me all these excuses, I spoke with the director [name removed] and got meds list and log. They had wrong timing for a couple meds. [name removed] said they were going to fix it on their system and email me a copy. Well she never did, I emailed her and also texted [name removed], and they both ignored me. So, yes, the director [name removed] is also very unprofessional and careless. They also lied one time when they gave my dad his meds at the wrong time and they said they didn't, but we had a camera in his room so we knew they were lying. [name removed], one of the medical techs was also a mess and was rude to my dad many times. If you truly care about your loved one please find another place for them.

Our LO was in the assisted living facility for a couple of months until we decided to take him out due to several mistakes, from his nutritional plan to his medications (dosages and times). The staff seems very disorganized, there is a lack of communication, they blame each other, there is no accountability. From the nurse, med techs, front desk etc. I would never recommend this place to anyone, they can’t be trusted.

There are a handful of people at this facility that sincerely care and the rest steal from the residents, treat them poorly, or have prior arrests! And sadly, none of them are trained properly. From transferring residents to proper hand hygiene, this place just can’t quite pull it together. They are on the third executive director and third resident care coordinator in the past twelve months. They all talk a good game with little results. There’s absolutely no accountability. This industry better start figuring out how to improve the quality of care for the elderly or we’re all going to be in trouble. It just can’t be that hard to properly vet and train people and figure out how to retain those care partners that are worth keeping.

Management and ownership are strictly in it for the money, not your health and well-being. Research this facility carefully, prospective residents and families.

Do not put your loved one in this facility!! My mom and dad were residents of the memory care for 1.5 years and I loved it when they moved in. But, when all of the top managers were fired or quit all at the same time, the care, compassion and communication ended! In the past 2 months, there's been rotating people from corporate (Surpass) and I've done nothing but complain in person, through emails and phone calls to corporate. Finally a month ago, I was called into the office for a meeting with multiple managers and nurses and told "obviously we are not meeting your needs so you should find another facility for your parents." I gladly looked at numerous other memory care facilities and just moved them out...and took their $7,000 per month rent with them. When the nurse at the new facility compared the med records from Heritage and their doctors orders, we found out that both of my parent's meds were all messed up. They were giving meds that the doctor had discontinued and they were not giving meds that were on the doctor's orders! There was usually only 3 caregivers for 30 memory care residents, and one of those was in the med room with the door shut. (and I was told numerous times that this is enough and is "the norm") This left 2 caregivers for 30 people with significant mental and physical deficits. The activities they used to do had pretty much ended and my parents were just placed in front of the tv all day. On numerous occasions, I went to visit during meal times and no one was helping my mom eat so she was sitting alone with a full plate of food - and she is diabetic! One day I went and my dad didn't have any other pants besides the ones he was wearing. Their laundry was constantly put up after being washed and not completely dried, so it would mildew. They would not give out their cell phone numbers or a way to contact people when family members had problems at night or on the weekends. Check out their deficiencies on the state website from Texas Health and Human Services for Long Term Care Providers.

My 96 year old mother stayed here less than 1 week and feared for her safety. She was unable to stand my herself and needed help to transfer from one place to another. She said the staff was rough and "threw me around like a rage doll." We had to move her immediately. Another huge problem was that her call button never worked the 6 days she was there so she just had to wait until someone "checked" on her, which was about every 6 hours. Not nearly enough when you cannot go to the bathroom without assistance. Due to these circumstances, we could not give the required 30 days written notice to leave, so they did not refund any of our deposit or rent - we lost about $5,000. Very unfair.

My mother and father both went here early 2016 one on the assisted living side and the other on the memory care side. This was the nightmare of our life. They do not give meds correctly they do not even know what they are giving if you ask the person administering the meds as she is not a nurse, they left my dad laying on the floor as the caretaker said he's just going to fall again why pick him up. They do not have enough qualified staff its like a bunch of high school kids that do not know what they are doing. The worst thing that happened was they gave my dad my moms meds. and my mom my dads meds my mom got very sick and they never could give us any explanation except they fired the care taker and tried to blame the pharmacy not true by the way. This place is a joke managed by a large company who just wants your money they are a horror story do not take you family members here!!!