Trustwell Living

Things have since gotten better. But I visit my mom every day and have found her reeking of urine and one time sitting in her own feces. From the smell I could tell she had been sitting in feces for some time. This was during covid, and being more concerned with the disgusting condition of my mother than putting on my mask I Immediately went to report the condition of my mother. I ran into the activity director, and instead of addressing the condition of my mother she promptly told me "you're not wearing a mask." I will never forget that. When I found my mother in that condition, that was with me visiting her every day. They knew I was coming every day and still I found her in a bad condition. What would her condition have been like had I not been so diligent and visiting my mother?

It's unfortunate that this industry has such a difficult time with staffing, but that is the reason for a less than stellar experience. In addition, with Bickford being bought out right after my dad moved in, they have been in transition since Day 1. The original staff was great but they immediately started letting them go and there hasn't been any consistency since. They have had poor management of medications but as my dad doesn't need any serious meds, the inconsistent medications haven't been a big issue for us, thankfully. Right now it's fine for folks that are more independent but i wouldn't recommend for folks needing more attention.

My family member was there during the transition from Bickford to Trustwell. The director Trustwell hired was very hard to get a hold of, and did not communicate well the changes that were going on with the transition. I was left off several important emails and found out about this through the on site nurse and the associate director who was retained from Bickford. My family member passed away [date removed] and I just recently received [fee removed] the refund for the care we paid for in July but she never received. I know other families were having billing issues as well. They also seemed to be having issues keeping individual rooms clean. On several occasions there were food crumbs on the floor in her room and they would still be there several days later when I would come by to check on her. Unless they have greatly improved communication at the director level, improved their housekeeping and maintenance, and doing a better job of itemizing and transparency on their billing I WOULD NOT RECOMMEND this place.

My loved one was a resident at Astor Place. As for the staff, there was lots of turnover and lack of consistent management. My loved one stated that many of the meals were inedible and unhealthy. She did not participate in any of the activities.

A prompt response, is not happening with her some of her care. They need to improve on; housekeeping, they do not provide a puréed diet,food quality, and staffing. Some of the staff have an attitude.

The entire staff is very friendly. They are available at any hour. The activity coordinator really understands the residents' abilities individually and accommodates well. The med technicians are wonderful and are so dependable.

My parents moved into a studio apartment, which they knew would not work for them. However, they were promised a larger unit as soon as one became available or two units at the same cost as a one bedroom three months later when two units became available, they were told that they could not occupy them for the same price as they had been quoted. Unfortunately, they were not able to live in a studio as two people which is really designed for one person at best. Due to this, they decided to move. They also were not happy with the food selections. Lots of pork was served very little salad or vegetables very little fruit we believe with the amount of money we were paying that more selection and a better quality of food should be served. Also portions were very small. On a positive note I would like to say that ALL STAFF members were excellent! Very nice people and very kind. Knew their jobs well!

The people locally at Hunter's Crossing Place were great. The care staff was awesome. But their style of billing is terrible. And corporate does not communicate or talk to you. So we ended up having to move my loved one out of there. The food was terrible. They said they could accommodate a gluten free diet for Celiac. It started out nice, but then the food they started serving her after about a month was terrible. The chef said that corporate restricted what he could buy.

I would recommend the community to others for their loved ones. They do well with meals and making the residents feel taken care of. They can improve on cleanliness and communication with family members of the residents. They do a horrible job communicating or I would have given them a better rating. I also understand that they have a lot of residents per staff member and they do get stressed. Just like dropping off our kids at daycare, we want to know all that is going on and not all is communicated or questions don't get answered or just plain ignored.

I had a virtual tour of Clyde Gardens Place, and I thought it was just okay. I was not as excited about it as some of the other places I saw. It didn't look quite as new. And the atmosphere didn't seem to be as friendly.

We didn't have a very good open dialogue. It never seemed to be the right time for them to make an appointment with me to sit down and talk with the nurses and directors. They tried, but I think they had a breakdown in communication. The place is nice. It's small - approximately a 40-bed facility, all on one floor. It was very clean. But I don't think they had enough staff. Looking back, I wish I had done more research and had looked into skilled nursing vs. assisted living with extra help.

It’s a good place for what it is for. The people here get a good advantage of what the building offers. I have some things I could change about it but over all everything is here that I need but the only thing I don’t have is my family. The staff is very family but it is not my home but it is a home. And I enjoy it.

We were not impressed with Eagle Pointe Place. We toured at 1:30 in afternoon, and they still had dirty lunch dishes out in the dining room. And the facility needed to be updated.

I can remove that from the review. So it would read: I feel like they could do more in the way of activities. One of the top reasons aside from safety that we decided to move my loved one to a community like this, was for socialization. My loved one was almost isolated. I don't I feel like they are getting that need met. My loved one doesn't care for the food much. The staff that my loved one encounters is very nice to them. We do like that! Every time I go up to the facility, at least once a week, the staff is very friendly to me. I wish that the admission staff would have been a little more informative about what a memory care facility really consists of. Most of the residents have a pretty large degree of mental decline. I would have liked to be made aware of that. (Nothing that would violate HIPPA, of course). I did not realize I would have to be calling to come in every time I went to see my loved one or waiting for someone to let me out every time. While I understand the necessity, I would have liked a little more warning.

Our family had an in person tour and we just knew this was not the place for our loved one, they have a little bit of an attitude over there.

I toured Wildflower Place and at the time we needed a 2 bedroom apartment for my parents. We chose another community because Wildflower did not have that.

This community looks nice and has beautiful décor. They didn't have a lot of activities going on due to COVID. However, there was a strong smell in multiple places during the tour, and this was surprising since the community does the resident's laundry.

The staff that assisted our loved one daily were great, but the management was not. they were not clear with regards to their point system. At the beginning of the month we thought the bill was one amount and then by the middle of the month the bill was twice as much. It was never communicated to us, we felt blindsided. The cooperate management billing and what the local management was telling us were not connecting

Preston Place was a great community everyone was very friendly and nice. Our family loved it and they all said it was super nice. However they do need to work on improving their medication management we did have quite a few issues there.

I found my mom not so clean and I had to get on them about this. They also did not brush her dentures one time and I had to let them know to take care of that also. I would recommend to keep an eye on things to make sure that they are being taken care of. The staff are very cooperative and open to any concerns that I may have in regards to my loved one.