Watermark Retirement Communities

My mother has been at Watermark for over two years. During that time, there have been three directors. At the current time, we have as a community, have witnessed a dramatic firing spree of several of our favorite people, including receptionists, med techs, activity directors, servers, and chefs/cooks. These sudden changes have caused great upset among the residents and staff (the ones remaining) alike. It has been a disappointing and distressful time for this community. If it were an easy move to make, I would be looking elsewhere, but the difficulty of finding another setting at this stage is far too difficult. Watermark behaves like a business, a corporation that is invested only in monetary gain, not human care.

When she was in there they had night nurses but she got hurt one night and they didn't even know about it because the aide didn't report the incident. She had to call me herself. They are constantly changing management and help, their turnover is amazing. She needed help getting up and they would bring more people than they needed and the extras would be standing around talking about their boyfriends. This was not a great experience.

This is a new facility and has already been through three memory care directors, showing a real fracture in leadership. Communication between leadership, staff and the families is poor at every level. There is a lack of transparency regarding the care of your loved one and whether the service plans are being followed by staff. Many of the direct care staff go above and beyond to care for residents, but it is clear that they are intrinsically motivated and not being consistently trained or educated in nuanced dementia care. There is high staff turnover, causing a lack of continuity of care and abundance of agency staff is utilized - it's clear the unit is not staffed for the current needs of the residents. The food is mediocre, there are often housekeeping and laundry missteps. There is a lack of engagement and activities for residents. Our loved ones deserve a lot better!

The biggest issue we had was that after we placed her there, we found out that the memory care unit she was in was "assisted living". To this day, I can not figure out how you have a memory care unit that is assisted living

The furniture smells like urine. My mom doesn't get her meds at the right time and was not being showered. The food is always served cold. They just seem to turn on a tv and that's the effort for entertainment for the residents, while most the staff is on their phones. They are what my mom can afford, but yet she is not even given the services listed for this price. My mom has majorly declined since being there. I wish there were other options.

I would not recommend The Watermark to others. Location isn't good for some of the rooms (backed up to grocery unload dock). And staff didn't treat residents with respect.

I lived at Watermark twice. The director of nursing called my pain management doctor and canceled my doctor's appointment without discussing her intentions, or reasoning. The result of her actions would have left me without medication with a detached leg from my pelvis. IT WAS Debilitating pain I lived with hour after hour and without my medication the pain brought me to my knees. I called Ombudsman and was quickly told this action was against the law. Ombudsman called Watermark and my appointment with pain management was reinstated. My pain management was very irritated at the time and made it clear to me this action was without concern for me. Then HR and the director of nursing came to my room and blasted me without a care about my feelings, or concerns or solutions for my resolution to the pain. I was ridiculed for at least 30 minutes. They did not have another doctor for me to see and it was clear they just wanted to control me. I have moved out of Watermark.

Our family had an in person tour and the tour guide was absolutely wonderful but the facility itself was just old, outdated and rundown

This review is strictly geared towards the memory care unit. I would tell others to not put loved ones in the memory care unit here at Quail Park Morrison Ranch, they have unexperienced staff members working there.

Always short staffed. Food and service is not good. Front desk clerk acts like does not want to be there and housekeeping heard complaining about management at front desk to other staff. Staff aren’t happy since other staff quitting all the time. Communication is very poor. Staff don’t know what is going on because management don’t communicate to them.

The facilities manager is insane and a total problem to deal with. We had everything set up and she became unhinged 2 days before we are supposed to move in. Nothing but lies and deceit and emotion instead of looking out for the members of their community. The memory care unit is very dark and dank and they keep everybody sitting in the same living area all day long and I do not believe they have many outings or activities besides throwing a ball around and watching TV

I can’t speak for the assisted living, but the memory care residence is understaffed and poorly managed as of [date removed]. My mom lived there for 9 months and after much debate, we moved her. The food was good, the few staff there were lovely, but the good ones kept leaving or being placed elsewhere within the larger facility. They could not attract new residents because they priced themselves out. With so few residents, the place had no energy.

I don't think they were prepared when Covid hit. They basically just let the old people wither away in their rooms. The new director is great, but I don't care for the nurses. Overall I'm frustrated with how everything went down. The room was very nice. This should have been a better experience than it was. I don't think they intentionally did anything to harm our loved one. But no one got any exercise, they were just left in their rooms. The staff didn't let me know when our loved one quit eating and couldn't walk anymore. Had the virus not hit, they're a very nice place. I was happy with some things, but communication was terrible with the nurse, especially when I really needed her.

Due to COVID the residents have been in lock down. The food would be about a two our of five, they have changes chefs twice now. Sometimes you get food that you did not order and it may be cold. The rooms are pretty nice, i would say a four out of five.

All my contact was over the phone with [name removed]. I felt she was put off by my questions regarding the diversity of the residents in my effort to assure my loved one felt comfortable and relatable in her new environment that would be her new home. [name removed] was not pleasant over the phone and getting her to tell me about the place was like pulling teeth one at a time. She just didn't freely share with any enthusiasm and I knew because of her demeanor this wasn't the place for me to trust the care of my beloved mother. I was caring and appropriate with her however she emailed Mr. [name removed] who was helping me with my search and recommended I not place my mother there...which I didn't. I feared she would not be happy at Parkview and ultimately found a inviting staff and match for her instead at Mustang Creek Estates and Memory Care in Frisco where I'm confident she will be happy and treated well. I respectfully recommend [name removed] work on her people skills.

rooms were small. the entire facility looked dated or old.

[Name removed], was very nice, knowledgeable and wanted to help me as much as possible. Even though Grand vie wouldn't be the best choice for my family she gave me information about other agencies to help me like the Veterans Association. It is an older building, but the wonderful staff would make up for the short coming of the building.

Went to rockland for 2 week respite very disappointed. Since they did not have memory care available they required a outside care-giver for 16 hours a day. My husband was in his room most of the time did not seem to participate in activities. Meals were disappointing. I had two meals and observed 2 other meals.Salad was not offered I later found that it could be ordered off a different menu. Two residents at a different table could not order until a friend found a staff member 45 minutes later. They said this was not the first time they waited. Other residents were leaving by the time their dinner arrived. we left a day early and were told we signed for 14 days so no refund for the day. Would not recommend. I found the lobby depressing and am sorry we had a very expensive negative experience. Years ago we visited and found this a great place. Sorry to say it has changed significantly.

Too far. Roads too dark. Nice deluxe appts. Felt trumpish. Lacked diversity. Price was right.

Rates go up annually 2-4% which means we could pay as much as $2700 more annually. The memory care floor was newly built, decor beautiful and contemporary but quite sterile. One main gathering area only. Rooms small with no closets only one small armoire provided.