Trustwell Living

Miller Place seemed to struggle with staffing which affected cleanliness and care services. The was a big discrepancy between the care services charges vs the actual care services.

The food pleases my mom and the friendly resident. The staff are patient with the residents. There is a problem with mom's apartment not getting cleaned routinely. She can't operate the window cooler heater well. No thermostat to keep rooms at right temperature. There have been mistakes with billing and also the van forgot about my mom and left her waiting for hours in downtown Dubuque.

Russ Place used to be.... This is what we hear all the time. You can see evidence of this in so many ways. It is really sad. It is still a decent facility, but you should look beyond the pretty face they put on recently for publicity photos. Complaints about problems have brought little more than comments about rising costs. Services offered are underfunded and understaffed. Residents have been asked to have patience, told that things will change. The sad truth is that we have become disillusioned beyond any but the last shred of hope. The only reason I give it any credit at all is that they do have good people here. A new director has been recently hired. However, unless the corporation takes an actual interest in restoring this facility to something closer to its former glory, I'm afraid it will cease to even be known as what used to be and become one of those places which makes people shift their eyes and shake their heads when it is mentioned. That's a shame, a real shame.

Started out as a great place, but once you're there, you see lots of problems. Staff shortages, especially at night and on weekends. No RN on premises, except during the week. Memory care director uncaring and uncooperative with police when staff stole money, credit cards, and jewelry from the residents. The food is terrible, for such a well-presented facility. You would think that the residents would get the best meals...it's unfortunate.

We have only been here a week, so a review is not really fair. I does seem that they are understaffed. I will be better able to give a fair review in a month.

[removed] Hope to visit soon. Glad there are church services. Disappointed no salon that is in operation. Understand from rep my mom has adjusted well. Found rep to be a bit curt with me...she doesn't know enough details to judge so felt it was uncalled for. Was offering to pay for some costs but apparently it was more important to stress to me that I don't have financial responsibility. Checkbook in hand. Call when you run out of $$

I think the community is a pretty good place. I am starting to think all senior centers are use to families dropping off loved ones and never coming back, because there seems to be a lack of communication with doctors regarding the resident, specifically they dont ever notify the family and inform them of the overall care, or medical plan for the loved ones.

My overall experience has been average. The rooms are generally kept clean, and my mom's room has been maintained well, but the carpets throughout the facility have many stains and could use attention. One of the biggest concerns is the lack of activities. My mom really needs more opportunities to stay engaged, but there are very few activities available. I also feel there should be more staff present and someone available at the front desk more consistently. Since the manager left, it has been difficult to find someone available to answer questions or address concerns. My mom has also mentioned that the facility was better before, and I hope improvements can be made to restore the level of care and support it once provided. I think once they hire a new manager, things will improve.

Apartment was great! Food was not senior friendly. Took too long to respond to calls. A few staff were rude. My parents were not welcomed when they moved in. They were not acknowledged by staff when they left care.

Toured it prior to change in ownership. After my brother was admitted, no longer transport available, staffing shortage as usual, untrained staff who spilled urine out of cath bag on carpet, and did not clean, thus urine could then be smelled all the way to front door, and then kept his door closed. Bath schedule not adhered to, sometimes 10 days without bathing. Not at all impressed for $[removed] a month. Bowl of soup , split pea for Sunday dinner. Ladies got smaller portions of food than men.

This was my mother's 3rd stay at the facility. The place really went downhill and it was terrible. I would not recommend them to anyone. Nurse [name removed] needs a better attitude and some compassion. Elevator needs attention. Dirty and looks run down. Put a sign on the button that tells where the dining room is.

Not as bad as some but I don't like being sold and then once you're in everything they promised disappears... once my mom moved in it was way different experience for her than what they said.... good selling not good follow up.

They overcharged us and still owe us thousands of dollars and we are getting runaround. Might need a lawyer. In the end they seemed short-staffed. When we moved him to another place it was much better care and food.

1. Short staff- has had light on for up to 2 hrs without being answered. He is w/c bound. 2. Meals, 1 pancake, 1 sausage link, 4 oz fruit cup. Lunch - bowl of split pea soup and crackers. 3. Dinner egg salad sandwich, handful of chips. Dinner - steak dinner, salisbury steak like from a tv dinner. Housekeeping. 5-10 minutes to clean his bathroom and vacuumn his room without moving or picking up anything. Maybe he is picky, but for $[removed]a month, food should be more plentiful, and nutritious. He cant pick stuff up off the floor without falling out of chair. His caregivers are not unkind, but just always run short. Which after being in healthcare for 30 years, I know about. But if you cant get help for 1.5 to 2 hours, theres a problem. There was supposed to be transport available, but doesnt seem to be.

The staff ( nurses ) super friendly. Management was super sweet when we met, but not great scatter we signed contract. Someone messed with the heater and it was on during a heatwave. My dad was so uncomfortable. None of the rooms have AC ... not great during a heatwave.

We were not pleased with the facility. Three administrators within a year. Several of the care staff spent more time on their phones than engaging with residents. We had to ask 4 times over a 2 week period for the beeping fire alarm battery in the room to be changed. Clean clothes were stuffed in drawers rather than hung on the hangers we provided. Although we had asked the staff to take our friend to the bathroom every few hours to avoid accidents, there were many times his clothes were soaked through. Staff turnover was high. Some staff were caring, but that was the exception. That's probably enough. Our friend is now at Mill Creek and it's a much better fit

Night care givers are not attentive. Residents are afraid to use their call buttons because their rent goes up. The food is terrible except for one of the cooks. Complaints to the management gets swept under the rug. Once my moms VA funding comes through, I will be moving her

Father here. Awful food. The executive manger is rude and a child. I am sick and my father needs to be here for end of life care. [name removed] has return to correct issues with and we pay over [fee removed] a month! They took our money and I hear her talk bad about me in the office to the security. When I walk by. My father is dying and deserves better maturity.

They seemed very nice and reasonably priced. Just didn't know what I was getting into. If they want employees to do anything make sure they have a drs order. Check on family frequently because they do NO fall check ups after a fall nor do they notify family of a fall. Friendly people but will do the bare minimum for residents.

The management completely over promised services they could provide. My sister, my dad, and I stayed with her most of her stay. The didn't have enough staff to keep her diaper reasonably clean. My dad and sister changed her diaper and cleaned her. We would not have placed her in Sinclair Place had we known she wasn't going to get the care the intake manager described. If we'd have known how limited their staffing resources were going to be, we would not have put mom in Sinclair Place. She definitely did not get the care they described on intake.