Trustwell Living

The staff here are nice and knowledgeable, but there are not many activities or engagement for the residents. A calendar is published, but they don't really do the things on it.

Mom was here for 1 year 8 months I wish I could recommend but sadly they deceived me for the entire time indicating oh yes we are getting approved for medicaid as moms money was going fast finally after all her money was gone told me the truth never will they be taking medicaid . As time went on the place got very unclean and all kinds of building issues water coming in the roof. I would never recommend this place, mom did become fond of the CNAs though.

I have removed him from Trustwell and he is home. They were not taking care of him. Wouldn't answer his call light causing him to get up on his own and falling. Was in the ER. Three times in one week. One time when my daughter was visiting he pulled his call light to get help and they didn't come ,my daughter than pulled it herself and they still didn't come . She assisted him and went to the desk to complain. Would not put anyone into that place.

I’m the adult daughter of a former resident. Dad was placed@Trustwell Sr Living in Raytown on [date removed]. I didn’t place him there. I’m a retired Clinical Social Worker(Masters in Social Work) w/45yrs experience. Medical/Rehab experience (30+yrs). I spent 5 days & overnights w/dad @Trustwell. I met w/their LPN-Nurse 2x. I spoke w/staff & ate meals there. I departed on [date removed].. My Ratings are 0-3(highest). Meals a 1- No weekly menu. Only displayed daily. Not nutritional. Not good for diabetics, folks w/dentures, or needing special diets. No Dietician or Nutritionist on staff. Small portions. Nothing available after meals. Alternative meal usually a hot dog or chili. Hse keeping/laundry-2; Med assist a 0! Training a 1-staff seemed untrained to provide certain services, poor work ethic by staff providing care. Limited-poor supervision. Some staff friendlier than others. Communication a 1-POOR! No return calls, Admin staff unavailable. Poor between staff! Activities a 2. I cannot recommend!

I'm removing my mom from that awful facility. They never have enough staff, the food is horrible, administrative can be rude and disrespectful to family members. I would never refer anybody to them. I would tell them to run away!!!! They find every possible reason to increase costs! The heating/ac is terrible in the rooms too. They don't take care of the grounds. Drive by and see what I'm talking about. I would give them a negative 5 rating if I could.

They did just get a new chef, so may see some upgrades. The food is good. Just not exceptional. Very caring staff. Always decorated to make sure cheerful. Many activities daily. Many events for family to participate in. Excellent hairdresser that has a salon onsite. Excellent on-site physical therapy.

I am not very pleased with the care my Mother is receiving at Trustwell. The staff that provides the meds and Mom's other needs do a very poor job. Sometimes my Mother receives her meds and sometimes she doesn't. Sometimes my Mom's laundry gets done and sometimes not. When she uses her call light it can take up to 2 hours before anyone comes to her room. I would not recommend this place for your loved one unless they do not need assistance. They don't do what they say they will do. It is always short staffed. The food is not as good as when Mom first moved in. My sister and I are greatly disappointed. The only great thing at this place are the activities and entertainment they provide the residents. That is excellent.

If I could rate them a zero 0 I would . So I will give them a 1. They should know that they will ensure you that they can meet the care needs. After multiple assessments from their people. Get you in the door with a huge deposit and months advance payment only to call you 4 days in and say they can not meet the needs. And when you request to get your money back from the month in advance you paid. Be prepared to get the total run around over 3 months to finally get some of the funds back. It was over [amount removed] to get my mom in there. She was there for a total of 6 days before I could find a new placement. They gave me a refund of [amount removed]. So it cost [amount removed]for 6 days of care. It was constant phone calls from me and going there in person to get a refund. I went a second time in person only to be informed the people I had been talking with were no longer there. And there was no one I could speak to on premises. Huge hassle. Very unprofessional horrible experience. When I needed care for my mother.

My dear mother of 92 years, [removed name], needed assisted living after suffering a perforated colon and other complications. The initial points of care were high and I was charged over [removed price]dollars for the first month which included a room fee of [remove price] for a room that was poorly cleaned and needing attention. As [removed name] improved, I requested a reevaluation to lower her fee’s (because she needed far less staff help) but unfortunately the staff RN quit without notice and the evaluation was delayed. I paid the next full month with no points reduction, to which, she and I were clearly entitled according to the staff. I was assured that the over payment of [removed price] dollars would be returned to me in a timely fashion this discussion occurred during the third week of JULY, shortly after [removed name] passed away. It is now December and after calling weekly I have not received any payment. The check is in the mail has been Trustwell’s response. I paid them in good faith, [removed language] is what I have received. Tr

Not a good experience. Assessment was poorly done. He was placed in the wrong care unit. Not enough workers to help him. No notification on a drug change, which was the reason we left after 7 days.

My parent lived at Plum Creek Place, and I feel it’s important to share our experience so other families can make informed decisions. One of the main reasons we chose this community was the Administrator at the time. She was truly dedicated, caring, and created a positive environment for the residents. Unfortunately, after she was forced out under questionable circumstances, the quality of care and overall atmosphere declined rapidly. I personally overheard caregivers joking in the hallway about working together to get her fired by making false claims. They even commented that the new regional manager “believes anything.” Along side her,, many of the best caregivers including the nurse, have left. The decline has been obvious. Tennants have left, my parent’s friends are looking for other placement, and major issues have gone unresolved.• The hot water was out over a week •A bed bug infestation occurred, we as family, never notified I hope this helps future families better decide .

Me and my wife were thinking about moving a loved one into this facility but decided not to because our first interaction with the facility staff was less than pleasant. It took nearly 15 minutes for someone to answer the door and when we asked about pricing and the process the lady we spoke with said it wasn’t her job and we would need to come back when management was there. My wife asked to speak to an RN present and was given the answer the facility does not employ RNs and the only nurse on staff was an LVN and she did not work on the weekends or holidays. While conversing with this young lady there was a patient in the dining area yelling out for help and looked as though she was going to fall out of her wheelchair. When we pointed it out to the attendant she told us the patient always does that and she couldn’t help her until her “partner “ was back from her lunch break. Staff was rude and not helpful. Very unsafe and an unpleasant odor.

No one answers the phone or the front door. The facility seems to be really worn and broken down for the prices they are asking for. They couldn't show me a menu to know what to expect. They don't do special diets and the girl in the kitchen seemed rude and like she didn't know what she was talking about.

No transparency with regards to the cost of acuity points, Nurse [name removed] lied to me, and then tried to back peddle, and when we moved my dad out of Trustwell, she forgot to include two of his medications. One was an Opioid and the other was the inhaler that he was supposed to get every morning and evening. We had to make an additional trip back to their facility to pick them up. And with regards to the acuity points. [name removed] lied to me over the phone saying that dad's acuity points went up to 20 points at 103.00 a point, when in actuality they went to 30 points! That's a huge blow to our budget for dad and we were being charged for points to have someone put his back brace on and off every day. I worked close to Trustwell and would visit my dad and he never had the darn thing on!!! Per his doctors orders, he was to wear it all day and until he went to bed at night! Yet, it sat on the floor of his closet... We were also screwed out of the prorated refund when we moved him out of there! And I got nothing but the run around every time that I called to inquire about it. I asked for a breakdown of the refund in writing, which I never received

No, I do not recommend Preston Place due to lack of care. If you do place your loved one there, I highly recommend installing cameras in their room. My father was there 5 months and we ended up taking him out. Please do your research before making a decision to place your loved one at Preston Place, Sherman Texas

The staff was very friendly when we went to check out the facility and told us what we wanted to hear. They said they would check on [name removed] every day and remind him of activities like movies with popcorn and make sure he went to all the meals. Which they did not do. They never came to his room exceot when he fell out of bed and they didn't even bother to make sure his call button was where he could get to it if he needed it. I was depending on this because I was out of state and could not come and see that he was getting the care he needed. I was very dissapointed in this facility and would not recommned it to anyone.

My father lived at EPP for a few years, sadly the last 6-8 months or so, it went from being a place of joy, to a very depressing place. It seems like the management disappeared, and just doesn’t care anymore. Very sad.

Came to visit Mom today. Found her door unlocked and open. We walked in and found her curled up on the end of the bed. She was still in her pj's at 11 30am. We thought she was dead because she didn't respond to us. Usually she is pretty spry, but she couldn't even stand. We hunted down an aide that told us she hadn't eaten or drank anything for the last 3 days. We were never notified. We asked for the nurse to check her. Her BP was dangerously low! She was fine last week when we visited. They called 2 wks ago saying she was hostile. We suggested they test for a UTI. They said they would test and treat. We never heard back. Her room was filthy! There was dried urine on the floor and toilet! After we fed, dressed and cared for her she was better. We had to clean her room since the attendant just gave us excuses why she couldn't. Have tried to call office personnel several times, they never answer or return calls! Find somewhere else to take your loved ones!

It was awful. They were very friendly and everyone said let them know if I needed anything. To ring my bell. After a month or so things started tighten up. Had trouble with my scooter so had to use wheelchair. I can't wheel myself and aides said they weren't allowed to. So missed meals. Sometimes my pain level so high, asked for meals delivered. They will if your sick but didn't consider pain as sick. Nit picky stuff. Then was told to only ring bell for absolute emergency. Not when you just need assistance. So I did not have same definition of assisted living that they had. They tacked on so many charges that I couldn't pay the rent. Housekeeping was minimal. Food was excellent. Always short staffed. Minimal activities. Transport vehicles couldn't load my motor chair so had no transportation. I left my 4th month.

My mom has lived there for a few years. Over the past few months under the new director it has really gone downhill. No one seems to care anymore, and that comes from the top down. So many lovely people have left and it’s a shame how this place is run now by someone so incompetent.