The Blake by QSL Management

My mother has lived at The Blake in Memory Care for approximately 1 mo. During this time, I've had to address turning the shower on for my mom, not just asking her, when we were specific that she would not do this on her own. Basic toiletry needs neglected. I've had to alert unsanitary hydration methods for memory care. Unclear when clothes and linens get laundered. We specified that due to religious reasons, my mother was not to be given pork. I do not blame the personal assistants or staff because they were not properly instructed, but my mom was given, and eaten, pork bacon. If she knew this she would freak out since she trusted what was given to her. Imagine if this was an allergy food item. 10 vacant positions! Problem...the Manager in over her head.

I would say stay away, unprofessional, management lacking. I would not recommend, the Memory Care unit

Holiday Dogwood Terrace based on the experience we have had so far, could have nicer people working there. At the moment we would not recommend this community to others.

In the 5 days we were on site, I personally assisted 2 residents who were stuck in the exterior door adjacent to the elevator. STUCK! The Heavy door closed on them and their walker and they could not free themselves. The automatic opening doors are broken and residents told me they had been for at least 2 weeks. This is seriously dangerous. We had 6 meals in the 5 days were were there. ALL served on Plastic plates, plastic cups & plastic cutlery. We were told this was because the dishwasher is broken. It has been reported as broken for SIX WEEKS.  The quality of the food is abysmal! I ordered roasted cauliflower from the menu and received mixed veg dumped from a can sans seasoning. We ordered blackened fish and received plain fish. When asked, the waitress said the kitchen staff didn't know how to prepare blackened fish. I ordered a club and received a sandwich possibly fit for a 5 year old; white bread with processed cheese food slices. There is more but space is limited here.

The general area was clean, but we had to sometimes clean my loved ones room. Some of the people were responsive, and some were not. Sometimes the food was cold, and always late. It was overpriced for what we got. They had trouble finding people to run the place, and were always understaffed.

Family at the Fountains, now Elance , report food is sub par. Dishwasher was broken for a few weeks so they ate off of paper plates. Weekly cleaning is awful. In assisted living, I provided a duster for my brother in law as they were not dusting. Independent was worse. No dusting, stove burners are dirty and have to be reminded to clean the second bathroom. Lost clothes many times with the laundry and long turnaround waits for Indep Living to receive clothes back. Elance doesn’t message your Facebook posts or Instant messages. Haven’t gotten a return email in five days. Elevators for the most part have atleast one out of service regularly. Because there is no freight elevator, move in has to be at night. If you have a medical emergency and it’s move in time or an elevator down, good luck, The buildings are very nice and smell great. Maintenance does a great job.

My mother had been living here for about a year when we were told they would no longer accept Medicare and she had 45 days to vacate. This entire process has been made much worse due to the lack of help from the staff. Once the decision was made, my mother’s care dropped. She was left with expired food in her refrigerator, clothing dumped on the floor and went over a week without a shower. Records were not sent to her new home after weeks of asking and promises made. The staff lied, the supervisors lied and ultimately I had to do the “nurses to nurse” interview after we were told it would absolutely be done within the hour. The moving process is restricted to after hours and the fee we paid to move my mother in one year ago is not being refunded. A fee that the new facility also requires. Once the transition to Elance occurred, we were no longer valuable. I can not image how a resident without family close by could possibly manage this.

Totally bait and switch. We toured and the best of the best was shown and promises where made about the staffing, the quality of care, the extended services, how the executive director was always available if issues arise. Mom lives in the independent side of this community, granted it’s independent, no additional services provided unless paid for, we understand that. But the sales person, talked up the call bell feature within independent living. But, it was only for something serious and New Haven would call 911 as per their policy after checking on the senior who pressed the call bell. It’s drilled into your minds as you are touring, moving in and during orientation. So, Mom had a fall in the bathroom and pulled the call bell. And waited, and waited, and waited. Nobody came… she started crawling on the floor in excruciating pain to the living room to call 911, and me her daughter. According to several staff members, this community call bell system in the independent side does

We toured New Haven at Little River and it was okay. I would rate the tour a 4, but the actual facility I would rate a 2. The tour was nice, but not the Memory Care unit. The Memory Care unit was smelly, had a jail feeling, and not where my loved one needed to be yet. They were insisting that my loved one had to go into Memory Care.

It’s a new building, so it looks nice, for now. Unsure why the elevators keep breaking despite the new construction. “Gourmet culinary experience” is just Sysco, mostly just heated up frozen foods. Management is shockingly inept and rude. Expectations are all over the place and extremely inconsistent due to managements weak communication. Never enough staff, always late with medication and sometimes never come at all.

My loved one was previously a resident here and it wasn't a good fit for her. We paid extra for one on one care and services, but they didn't really happen. I would say this facility is not a good fit for someone who isn't fully mobile. It could be a good fit for someone who is mobile and can still play games and socialize. The cleanliness and friendliness were poor, also. We ended up moving our loved one to a different facility.

The gentleman that is in charge is so nice as well as the gentlemen in charge on the memory care side. However, they are several short-staffed- at night there are only two staff members: a nurse and an aide to watch over all the residents on the memory care side. It is hard to have a lot of interaction with memory care residents in terms of activities, but they do bring in animals once a month and they take them out to the courtyard to sing songs and play music. We think with more staffing they will easily be able to make the proper improvements. the housekeeping could be improved also. However, the meals are terrible - the quality is bad and they get a lot of hot dogs and sandwiches.

I have been here for two years. The Fountains of the Albermarle has been a very nice facility but it is over 40 years old and many things are too old and need to be fixed like the heating and cooling system. My apartment the valves and thermostat needs to be replaced. We have had three different property directors since I have been here. The turnover of employees is one of the biggest problems. Once maintenance sees the problem and director puts in request, he leaves for another job. Now our 4th property director has just left this week. I have to call maintenance every time I switch from heat to air. The food is not healthy. Too many fried foods, carbohydrates, and sugars. I know a dietitian signs the menu but there are not enough fruits and good vegetables as a choice. [name removed] is really trying but can only serve what is sent to him. We would love fresh fruits and vegetables. I believe it all starts at the top.[name removed] needs to be replaced.

The common areas of the community are really good but they need to improve on their house keeping. With the staffing struggles they are facing it has been hard for them to meet our expectations.

We had a family member in the memory care. We moved our family member out recently. The staff do the best they can but combing those that do not need skilled nursing with other residents that are more high functioning. It is chaotic and not easy to deal with. Each staff member only has two hands and the lack of activities for those that are higher functioning is not a good fit. Tour several facilities before making a choice and ask as many questions about the care of your loved one as you possibly can think of.

Some people are nice, but they are severely understaffed. Food is minimal and unprofessional. Many staff members appear unhappy and sour. Shuttle service does not actually exist. Carpets are filthy. Look elsewhere.

My mothers transition into this community was rather strange. She moved in over a holiday weekend, and did not receive a welcome, any information regarding the community (meal times, who to call, etc) or a tour of the facility. We had to figure it all out on our own. Amenities which were listed in the lease contract as included were not received (weekly housekeeping, Wi-Fi, cable tv). Although the one meal I was present for was very good, my mother has voiced the food quality has decreased significantly. This includes running out of food, using paper plates and plastic utensils, sitting down to used napkins and dirty tables. The care she received from the physical therapist, and the nurse practitioner on site was very good. The interactions I've had with the staff have been very good as well. But it is very apparent they are severely understaffed and cannot meet the needs of the community. I can see how this would be a lovely, thriving community if fully and adequately staffed.

We are working with the upper management to make the proper improvements and the VP seems very eager to get things going so we are positive it will get better. The community could be better - sometimes it takes a week to get someone to contact us back. The sales teams promised us the moon but has not delivered, the aids are doing the best they can but the promises have just not been met yet. The cleanliness also needs improvement but they are actively working on it.

We toured with Sunrise of Johns Creek and the layout was interesting to me. The memory care unit was on the 7th floor so the residents did not have any access to the outside and I felt my loved one would feel trapped. They also said they would not be able to handle my loved ones needs.

I didn't care for New Haven at Little River. The facility didn't seem to have any organization to it. They just let things happen as they happened. It seemed more like a hospital than an extended care community.