The Waters Senior Living

Executive director has not answered any of my attempts to talk- then the rent raises and I'm done and moving mom out- terrible review I'll give to Broadwell for anyone.

The Memory Care staff is terrible. We are looking to move our loved one as soon as possible. Management only pays lip service to the issues with staff sitting on their phones while patients go unattended.

We moved my grandmother into Broadwell when it was brand new; we loved the physical space - so light and open, and made allowances for it being new (no activities initially, still hiring staff, etc.), but during the several months she lived there, the care actually got worse. Many of the initial staff left over the course of those months, not only aides but many of the directors. My grandma has dementia and staff were supposed to be helping with dressing, bathing and escorting. We were paying for these services but they were not being consistently done. By the end of my grandma's residence staff were not escorting her to any meals; instead another resident who also has memory problems would come to walk down with her. Staff were very slow to respond to inquiries - taking days to reply to calls or emails, sometimes not responding at all. There was no cleaning staff and the cleaning done being done by the aides was minimal. After the culinary director left my grandma was hardly eating. We moved her to a new assisted living community and both her improvement and the improvement in the level of care at her new community has been amazing. If your loved one needs any type of assistance I strongly recommend looking for a different community.

If you are a senior who is very independent and needs absolutely no services you may do okay here. If you are requiring any type of assistance this is not the place for you and I would avoid it. There are a few staff who are incredible but the other staff feel very superficial and like they are there to do a job and they are not very invested in the well being of the residents. It just did not seem like a very tight nit community.

I really wanted to like this place. It is beautiful. I had hoped it would be a good fit for my dad with dementia. The nursing staff are overworked and communication is poor. The poor communication and lack of follow through lead to a number of incidents, including a potentially lethal medication error- I had to report the facility to the state. Read the lease closely! The Waters is outrageously priced and provides lower quality care compared to other assisted living facilities. We were required to pay for 6 weeks of rent after my dad moved out due to needing a higher level of care (memory care) with specific requirements (keeping his emotional support dog) that The Waters couldn’t provide. I spent thousands on rent after he moved out for care he did not receive.  I didn’t realize how bad the Waters was until I toured many other facilities and ultimately moved my dad. I’m so glad I moved him and so frustrated by the financial burden The Waters has imposed on our family.

Some things the Broadwell Senior Living community could improve on would be their record keeping, their response time to call buttons and their overall engagement with the residents. If your loved one needs any type of assistance, and they need to rely on the nursing staff to monitor, do check ups, or any extensive care, this is not the place for them. Even if your loved one is fine now in independent living by may end up moving to assisted living, we would still not recommend having them stay here.

The facility is nice, and there are staff present most of the time to administer medications. My father was on the "memory care" floor for two years. The staff has high turnover and little training. No dementia specific training. "Memory care" in quotations because they will tell you they are actually "specialty care." Would feel comfortable with sending family here for short term recovery after an injury perhaps, but wouldn't recommend for dementia care due to lack of training and attention to detail. Towards the end my father would get confused and agitated (predictable outcome of dementia) and staff had no plan or training to deal with it. Police were called and my dad was so frightening that he was going to be in trouble or hurt by them. The eventually refused to have him any further, but also refused to reimburse the money we'd already paid for an upcoming month of services.

Our families experience was very disappointing with the care and attention our loved one receiving, hands down what we did not expect.

Doesn't really seem to have their act together when it comes to memory care. Couldn't tell us anything about staffing ratios, etc., although they've applied for a license so you would think that would be something they would've needed to know for that. Also recommended moving mother twice, for their convenience, which is pretty unacceptable for an Alzheimer's patient. Just got the feeling in general that the head RN knew very little about dementia. Also, very, very expensive. But pretty.

I moved into Waters with the perfect apartment for my needs. After finding out my needs exceeded their help in the independent living community I was moved to the Enhanced Care area in the Marsh. I made many friends and enjoyed all the people I met including nurses, caregivers and staff. I was active in many areas and happy except my apartment location. I had one other person in the same area whom was invaded get my space. He would come into my room and stare at me when sleeping and in other areas I was not comfortable with. It was a lock down facility to protect all but I was not able to open the doors and relied on others for assistance. I was uncomfortable with this situation and moved to another place. I pray for my friends at the Waters and hope to see them again. Thank you for your concern.

We moved our parents here in the fall of 2014 not long after it first opened. Looking back there have been signs on the priorities (profits!) of this facility; we just didn't see it. The first executive director, who we thought was great and put together a great staff, was fired because the occupancy wasn't growing fast enough to the owner's liking. We are now on our fifth executive director in just over three years. The most recent one, who was promoted from within and came with an accounting background, left to spend more time with the family. Her replacement comes with an MBA in healthcare. What is happening under his watch? They are doing away with the heavily used exercise room and converting the space into another apartment. Other spaces, such as the beauty department, are also being converted to apartments. I've long been concerned with the price of living at this location. I haven't complained as my philosophy has been - - you get what you pay for. Clearly that is no longer the case. We are now looking for a new home for them and plan to avoid the "profits before people" mentality that we see with The Waters of Plymouth.

Staff is not well trained in dealing with an aging population. They complain to the family if the resident shows any signs of dementia the fail to do any follow up. Also very poor follow up for repairs. Took months to get some simple things repaired in the unit. Weekly cleaning services were usually skipped. The units have large kitchens which is a waste of space given the meal service provided. Some units have balconies but the hvac system is so loud you can't enjoy sitting out there. The one place they excel is with there meals which are very good.

I looked at the colony while trying to find a place for my husband. I liked the staff there and the fact that the community was close by and convenient. However, I was uncomfortable with the fact that service were charged a la carte. You pay a base fee for the level of care your loved one needs, and then they add on more charges for meals, for medication reminders, for bathing, etc. This concept scared me.

We were unhappy with the waters and would not recommend - because she had an undiagnosed UTI. She fell 3 times before breaking her arm. Finally a UTI test was administered at the emergency room. I feel a trained medical staff should pick this up as I learned it common with elderly. The regular staff tried to do a good job. It is a management issue from the top down. They don't pay staff sufficiently to keep them. High turnover. Also because of the high turnover, care of the residents suffers.

We have filed an MAARC report with the State of Minnesota. Broadwell Senior Living is a terrible facility! We would not recommend to anyone! Experiences: -incorrect medication given to resident -false reporting on blood pressure readings -high staff turnover -increase fee without assessment

My husband's care was not good so far as the aids. The nursing staff was really good with the exception of being short staffed. The upper management for the most part were kind and helpful. However, due to being so short staffed, I had total lack of communication to the point of total avoidance with the head nurse. From what we have witnessed with the care services wasn't good. Personal hygiene was not addressed and the direct approach was demeaning. Sorry to say!

My mom lived in the Ponds area of the Waters at Mayowood of Rochester. She did like her neighbors and enjoyed the activities. However, their sanitary care was very poor. Over the course of a month, they continuously used Depends and a thick pad at the same time. Early in the month, the nurse agreed this was unsanitary and responded to email that all of staff would be receiving training and then would need to sign off on sanitary care. Yet, they continued to use both after several requests to remove the pads from her room. The urine smell was awful; for my mom's room and her neighbor's room. I have no idea how a worker could go into the room and not smell it. When she was confused, their first request was to increase the care plan for an additional $[removed] per month. While in fact, she had a UTI. I encourage anyone considering moving your parents to the speciality care area of the Waters to take a tour and ask to see a room. Also ask to see and understand their sanitary policy.

I’ve been visiting three times a week for the past six months and the front desk has said fewer than five words to me. The only team member you can get a hold of is the business manager. As someone who values customer service and follow through, unfortunately this place is lacking

From the residents point of view, the aids are brutal, mean, and demoralizing. That has been the biggest issue. The management are all friendly but they are very hard to get a hold of and do not call you back when you reach out. The director we first started with got us in here but then moved on to another facility. Overall it has been a very bad experience and we would not recommend Broadwell Senior Living to others looking.

The Waters is poorly staffed and managed. Every holiday weekend, I have to spend enduring that my parent is getting cared for. There is little staff in place and often times the staff comes from an outside agency. I have filed one complaint with the department of health and will be filing a second one.