Tutera Senior Living and Healthcare

I have observed good care from CNA’s, front desk, and Charge Nurse who is on call and reachable after hours but am more than disappointed in management above and beyond that level. Any low scores are for upper management.

Dining Room service is TERRIBLE! Rarely get everything I order. I just have lunches there, and I not gotten what I ordered for the last 5 days in a row. Today, no one even took my order. They just brought me something.

With the overall experience and the cleanliness - It seems like I was constantly addressing problems. The monthly fee included cleaning her room. I think she went almost four months where they had a housekeeping person quit before they hired someone. Housekeeping in that time period was intermittent. Many times I did the cleaning and took out her garbage because no one came to do it. I complained but it seemed all complaints fell on deaf ears. Administrators were NOT friendly to me. I think they're learned early on that I was going to hold them accountable so they preferred not to be friendly. [name removed]person that took care of the monthly bills rarely got them right. I had to go through her bill carefully each month to make sure there were no errors. When my mom passed.....she was in hospice home. I called to let them know and the [name removed]answered the phone and said she was sorry to hear that. I never received a call from the director or any other person there.....except for her 2 nurses. I found that very unprofessional. It told me that they really do not care about their residents. I paid an extra [fee removed] a month for mom to have help dressing and bathing. RARELY did she get help dressing and after I complained enough she finally had help when bathing. Any time I questioned them about that I was told ..oh I didn't know she was supposed to have help with that. That was a [name removed] problem. That should have been in her chart to be done on a daily basis. In their defense mom may have refused that at times. I think meals were ok...they were better when she got there then when she left due to some changes they made. Mom would describe the activities as "boring". Again that may have just been her. I did not feel it was worth the value. Except for the two nurses that she occasionally needed the rest of the staff seemed to do as little as they could get away with.....that was how I saw it. That may be different for someone who needed a lot of care. Mom was very self sufficient. I did not like Five Star as you can gather. I expected much more than Mom got for the money we were paying. In all honesty I may have felt the same way no matter where she was.....I'm sure there's no perfect place for loved ones.

They switched the facility to memory care without telling us! I give this a horrid rating for not telling us and having my non-memory care mother finding out the hard way!!!!

Well water, not city water. They spray for ants in the resident rooms. Because there are ants in resident kitchens. Emergency pull chains are only located in the resident bathrooms. Only some rooms have a walk in shower, most have a very high step in tub. Windows were difficult to open in the resident rooms. Only basic cable is included. Very limited channels. Nighttime front desk staff was not pleasant. Small dogs and cats are allowed-the hallways often smelled of animal pee/poop. Residents did not clean up animal feces in the grassy outside areas. Not enough outside seating. Washer/dryer room has restricted hours of use for residents. Very inconvenient. Need newer/more machines. Difficult to access building after 7 pm. No staff at desk to answer the doorbell. Sign in/out sheet is out of date--and inconvenient. Staff delivered/administered medications to residents. No defibrillator on premise. Staff has keys to every room No cameras in hallways= no visibility of residents except call button if a resident falls or enters another residents room. And no staff accountability when entering a residents room. Emergency back up lights failed once they ran out of charge leaving residents in the dark. Candles and flashlights were used during outages. No handrails along the hallway walls. Food is carb heavy. Dining service is slow. Not enough kitchen/wait staff. Hot food was often cold and unappetizing. Breakfast was bland and worse than a cheap hotel chain. Offerings were often out of stock. Same items every day. Took away hot food service that was offered 2x a week. Snacks are offered daily. Mostly sugary sweet items. Lobby TV was too loud. Staff encouraged residents to leave area by 8pm Always chilly. 72 degrees year round. Busing service was great in the beginning. Then became by advance reservation only Not many outings Very few activities

The first few months the care was exceptional. Unfortunately, changes are taking place within the facility, and the care has decreased. Employees do their best, but it begins at the top! Looking for other alternatives for our loved one.

Pushing the help call button and it's been over an hour and nobody has shown up. Nurse on duty was 45 minutes late with medication and returned 2 hours later to administer medication that was scheduled every 4 hours and kinda argued about the time. Ovesely she didn't have the ability to read instructions on the computer. We do not recommend this place.

Tiffany Springs was going to throw my loved one on the 4th floor and they would be first resident(!) on the floor because it was unfinished. That is assisted living????

Sugar Grove was going through a transition. Apparently they had just lost their sales person, activities director, and other people. It just seemed like it wasn't a good environment to move my mom into at the time.

TS long term care facility is understaffed creating significant challenges for the tenants and their families. They can’t seem to staff the evening shift, which impact their ability to assist patients in getting ready for bed. The administration within the LT Care facility incorrectly bills insurance companies. Housekeeping within the tenants rooms is very poor. This seems to be an industry wide issue, but for the amount you pay to stay there, they should get something right

This place has a sign on the front door that says they are a dementia friendly pace. My dad was not even three two months before he eloped. And somehow that was my fault, and I needed to get him a new place immediately. However, they knew ahead of time that he had his days and nights mixed up, and he roamed around at night. I still have not received a refund of rent I had paid ahead of time. Also, he was only there six weeks, and they did not refund his community fee back either, after THEY requested that he leave. I liked the nurse, some of the caregivers, some of the servers, and the secretary. But I cannot give them a good rating. The bookkeeping is way behind. They're understaffed, I'm assuming. Dealing with them it's like throwing Jell-O at the wall. I would not recommend it.

Could be a great place but care for seniors is lacking due to no management, I have seen the employees that work there but the ones who go above & beyond aren’t recognized, taken advantage of their dedication! The employees who are friends with the so called management get away with sitting on their phones doing the bare minimum and are awarded with more hours, double time, etc. We are thinking about moving my parent back home.

The staff has been very rude. I have left messages and voicemails and no one has gotten back to me. They have been very uncooperative and I am frustrated. During Covid-19 they are not cleaning the rooms or bathrooms. They are bringing the food to their rooms but doing nothing to clean up these rooms. They are not returning calls to the social workers either.

I was promised things that they could not give my family member. The building is not clean. Hot meals are not always available. We were only there a short time, and would not go back. Some of the staff are rude. Sorry. I was disappointed.

I have a loved one here. My main frustration is the heating & cooling. The air conditioning was out this past weekend (fortunately it's spring, May/2019). The heat goes out in the winter on occasion, too. Happens EVERY season for over 4 years now. I understand they run on an old boiler type system and when something happens, I guess older parts are hard to get. Residents are given fans & space heaters, but it's not acceptable. No A/C last year with temps in the 90's for residents is unacceptable and not just a day or two. They need to permanently fix this. It's NEVER a quick fix and is just unacceptable. Otherwise a good facility.

It did not go well at all at the Sugar Grove. They did not give her the care that we expected. There did not seem to be enough staff on hand and when we did see staff they were in the nursing office on their cell phones. While we were there we even helped some of the residents because there was no staff around to assist them. My mom had a lot of falls, they did not give her the medicine we provided for her to take, we knew this because of the unopened packages. I had purchased brand new hearing aids for her that became lost while she was there. They said they changed the sheets twice a week and they didn't so I changed them. I talked to the nursing director regarding the issue and it still happened and I ended up changing them again. They would let her sleep too long, long enough to miss meals and they said they tried to wake her. When I went in the thermostat had been turned down, it was usually set to 74 degrees, and it was so cold in her room. We only asked that they take good care of my mom and they didn't.

My mom is enjoying the facility, but I am not too thrilled with her stay because the staff keep the residents in memory care in their rooms instead of giving them a chance to go out. Overall, the facility needs improvement.

If you don't have poa you are treated like a [Removed]. My parent is treated like a [Removed]. Residents are not treated with respect or like valued human beings. If you are there for very long and watch and listen you will see. There is not enough to do to keep residents involved. Health issues are ignored. Nurse is distant and unfriendly and unhelpful. The assistant director is completely uncapable of handling her job.

I looked at a room and it did not have a private shower. At the time I was looking for only primary memory care, They did not have focus only on memory care.

Only offer studio rooms, none with a separate bedroom. They were not expecting us as the contact person was no longer there.