WellQuest Living

It is a shame that this facility “triages and assesses” potential residents and assures the family that the care they provide will care for your ailing family member. My dad was allowed to fall the very first day he was here due to orders for care not being passed to the nursing staff. That resulted in a visit to the ER. Two weeks later he was allowed to dehydrate severely which resulted in yet another ER visit. The final incident involved another resident [Removed] my father in his own apartment. This is totally unacceptable care.

Although I was asked beforehand, I decided to wait until my mother actually moved in before reviewing. I didn't feel that a review based on one tour would be accurate. Unfortunately I was correct. The building is nice and clean, the rooms are clean, and the grounds are beautiful. However, we (Mom and I) have noticed a few things that could stand a little improvement: 1. One of the selling points of Sterling Place is that 3 meals per day are included in the rent. That is true. However: - The menus are not accurate. I know that changes can occur anywhere, but so far menu items listed have been unavailable every single day. Today, the selection for lunch was actually dinner! So residents got a completely different meal than what they were expecting. - The food is mediocre, although it is "sold" as a step up from processed food. I'm not too sure about that. I recently joined Mom for dinner in the dining room. The entree was turkey and stuffing. That was the saltiest stuffing I have ever tasted. I stayed quiet because I figured others might not think so. Boy, was I wrong. After a few minutes, I heard several residents (at least a dozen) sitting around me talking about the excessive saltiness. Even though the turkey was sliced white meat, it looked as though it came from a pre-packaged roll and the gravy on top was so salty, I scraped it off the turkey. I hope all meals aren't that salty, not just for the taste but for the residents health. - Another selling point is that the food will be delivered to residents if they don't want to come to the dining room. That is true, but be prepared to wait a LONG time, and you should turn your oven on because it will be cold when it arrives. I think this is because there aren't enough staff in the dining room, and residents who would prefer their meals in their apartments are forced to wait a very long time. - The dining room staff--although polite--could be a little friendlier and warmer. They look as though they're just showing up to work and they've forgotten that they're talking to seniors whose only face-to-face interaction for the day could be in that dining room. A smile and a kind face could go a long way. 2. There are many other services included, such as laundry, housekeeping, and transportation. These are great amenities; however, the information is nowhere to be found when new residents arrive. Residents--if they don't have family to help-- are fending for themselves by asking any staff person who walks by. I feel really bad for them. Sterling Place: PLEASE consider some type of "new resident packet". It doesn't have to be elaborate, just a sheet of paper that says "for laundry, call this number.....this is who you should call for housekeeping....." I am happy that Mom is in a safe, clean environment and will have many good services available to her that are included in her rent. That is a great savings to her. But we really hope that the other areas of concern will improve not just for her, but for everyone there.

Based on the observation of my daughters, the tour was itself went okay but did not get a good feel for the community. My daughters notice the staff were more interested in talking among themselves and were not paying attention to the residents. Overall this automatically made us not want to move my wife into this community.

I am a little disappointed with Pasadena Highlands. They put him in an apartment and did not have anyone watching him, interacting with him, or caring for him. They basically filled the room, but then when our needs were not met we had to hire someone else outside of Pasadena Highlands to help out at additional cost. It seems to me they were only interested in filling the room rather than helping us out. I think there are better places in the area, especially for memory care patients.

We had serious issues with medication administration at Carmel Village. These included missed and incorrect doses. We also had significant challenges with the food. What is served is not healthy. Menus did not match what was published. There was not the flexibility regarding food orders we were told there would be, including portion management. While most of the staff was friendly and tried to be helpful there were some who did not seem to appreciate that my mom was not a memory care patient (who chose to live in memory care with my dad) and expressed her concerns about both of their care. There was a lot of staff gossip. There were no activities for memory care patients. We were shown a schedule which turned out to be what was offered in assisted living. On one occasion when my parents wanted to go to an assisted living music event, they were escorted there only to learn it was canceled. We would not recommend Carmel Village to anyone seeking memory care.

Memory Care at wellquest is woefully understaffed with a high turnover rate and new faces often. The medtechs and caregivers are extremely kind, hard workers, but understaffed which leaves the residents unattended and I don't feel their needs are met. Communication is non existent with many unanswered texts, phone calls and emails. No one updates you on the care of your loved one. There are activities but residents need to figure those out for themselves. Not much effort at encouraging them to join in. food seems adequate, facility is clean although not always secure.

I have a relative that moved to assisted living at The Vincent. It is new and clean but the daily care has continued to decline. Most importantly, medication management or lack thereof, has gotten worse. I've lost count of the number of Executive Directors they have had over the last 3 years, at least 6 or 7. The last 4 have only stayed 2 months each. It is almost impossible to fix a broken institution with revolving management. They routinely miss doses of medication and don't tell patients or family that they didn't administer the doses. Unfortunately, most residents and/or family won't know there is a medication problem until the resident starts showing symptoms or they end up in ER. Please check the history of inspections and complaints for any facility you are considering, go to the California Department of Social Services (DSS) website. You can sign up to be notified of any changes or updates to a facility.

Staff lacked the experience and training to adequately care for residents with dementia. Sadly, the majority of the caregivers are apathetic and demonstrate a severe lack of compassion for the basic challenges that arise with memory care residents. The training required by the state does not compensate for experience and knowledge in how to redirect residents -- or how to calm residents when they are agitated or combative or aggressive or sundowning. This is compounded by the lack of continuity of senior management, having 6 Eds in 18 months. Medication errors are a common occurrence. The Med Techs have insufficient training and understanding of pharmaceuticals and often mark meds as given when they have not been given to the residents. Lack of activities and stimulation. Memory care unit went 9 months without an Activity Coordinator. Main source of activity was watching TV. Senior leadership - lack of response and follow up; false promises with no intent to deliver.

Working on their director, in a year untrained taff, no supervison, just incredibly bad place. Should not be licensed for memory care. These folks are not capable of running an ice cream stand. Run from this place

The culture at Laurel heights is arrogant and not an inclusive environment. As a loved one, this was an emotionally exhausting experience. I have nothing good to say about this place. The optics are great. They make a good first impression but eventually you see the staff and its residents are arrogant entitled and unkind.

Poor communication between staff and caregiver. For instance I was not called when a leak occurred in the ceiling of my husband's room, necessitating he & his roommate to be evacuated until work was done. The roommate called his mom to tell her there was a fire in the room. My husband was very confused & alarmed. Two holes were drilled into the ceiling, never was told how much damage the leak caused to furniture, bed or rug. I did ask several times. Sheetrock dust & dirt accumulated under the holes on the floor & was not cleaned even when we moved out. I took photos. The dust & grime we found on everything was pretty discouraging considering we paid dearly for housekeeping!

Do your research before having your loved one live at Villa Capri at Varenna. Owned by [removed] and recently Well Quest took over the management of this facility. It's obvious that [name removed] hired Well Quest to cut costs and operate Villa Capri as a budget community, however the costs for residents are high and will increase. Ongoing problems with the staff responding in a timely manner to the resident's call for assistance. Food is not good, residents give feedback month after month with no change. Staff training is weak and results in inconsistent performance. Communication to senior Well Quest Management about issues is ignored. This facility looks new and clean but is not operated well.

Around this time last year, Sterling place wasn't the best but it had a manager that cared, interacted with residents and song happy birthday to them in the dining room. I no longer see him, I'm assuming they ran him away. This place has really went downhill. Many mornings it has been McDonald's for breakfast and they promised an executive chef. The team is so rude.... The leasing agent and a skinny young man that says he the manager....looks too young tho... They seen my mother in the lobby one day and yelled "Have you gotten your eviction letter yet" my mother was so embarrassed, called me crying. I have now gotten her out of there!

Villa Capri is a fairly new facility which looks clean and maintained. The staff for the most part is friendly, however they are not well trained. The food is often inedible and feedback by the residents about the food is ignored. The "assistance" at this facility is minimal. I would NOT recommend Villa Capri to anyone looking for a properly managed and well run facility.

We submitted an application and deposit for my 84 year-old mother to move into this community with the assurance that a full program of diabetic care including the administration of insulin and blood sugar checks would be provided. After waiting 6 months for the community to open, we were informed after her assessment that the community would not have the necessary licensing to provide this service. It was false and misleading advertising, and I would not trust anyone there with the care of my aging parent.

My parent is a resident at this facility. The staff is/are fantastically kind and thoughtful although, like most of these facilities (low pay), there is a lot of turnover. The main problem I see is that the food is quite awful. There is lots of fried food and very poor quality ingredients and recently, again, everything on the plate was an awful dark brown breading that was inedible and sent back to the kitchen in its entirety. My parent recently tried to eat the roast beef sandwich and gave up because the tough meat couldn't be chewed. Elderly folks get more and more enjoyment of food as time progresses and this should be a very high priority fix. I wish I could force the CEO of this facility to eat the food for a month. This facility is also very expensive and the apartments are dingy and old (the tile shower was moldy at the beginning and still is - the only fix is to remove the entire shower and start over again). The common areas were recently redone but I don't see any work being done on apartments. On a positive note, the garden area is lovely. I am very disappointed with the situation and wish I could move my parent but it's too late for another move. Again, I can't rave enough about the kind people who work there. It's the CEO/owner and the profit motive that is at the root of the problems at this facility. I have tried here to give credit where credit is due and to honestly provide the downside as experienced over many many months. If I had it to do over, I would definitely not choose the Pasadena Highlands.

My parent is a resident at this facility. The staff is/are fantastically kind and thoughtful although, like most of these facilities (low pay), there is a lot of turnover. The main problem I see is that the food is quite awful. There is lots of fried food and very poor quality ingredients and recently, again, everything on the plate was an awful dark brown breading that was inedible and sent back to the kitchen in its entirety. My parent recently tried to eat the roast beef sandwich and gave up because the tough meat couldn't be chewed. Elderly folks get more and more enjoyment of food as time progresses and this should be a very high priority fix. I wish I could force the CEO of this facility to eat the food for a month. This facility is also very expensive and the apartments are dingy and old (the tile shower was moldy at the beginning and still is - the only fix is to remove the entire shower and start over again). The common areas were recently redone but I don't see any work being done on apartments. On a positive note, the garden area is lovely. I am very disappointed with the situation and wish I could move my parent but it's too late for another move. Again, I can't rave enough about the kind people who work there. It's the CEO/owner and the profit motive that is at the root of the problems at this facility. I have tried here to give credit where credit is due and to honestly provide the downside as experienced over many many months. If I had it to do over, I would definitely not choose the Pasadena Highlands.

We had a terrible experience with this community. Our loved one was only here for 3 weeks, and in that time she feel 5 or 6 times, and had an infection that went mostly ignored. The staff seemed friendly at first but the level of care they provided was absolutely terrible. We moved our loved one out, and would not recommend this place to anyone.

AVOID. My father spend four days at the Highlands. Despite being on notice that his care needs exceeded the level at which they assessed him during their intake evaluation, they provided no additional service before letting him fall twice. He ended up in the hospital. While the Highlands agreed to release him from their 30 day notice requirement, they refunded only $2200 of the nearly $6000 we had paid four days prior. That's $1000 a day just so they could prove their [Removed] handling of their residents.

I would not recommend this community to anybody. I'am having a horrible situation with them at the moment. My father stayed at this community for six days, and he had a bad episode, due to his dementia. After being evaluated by his physiologist, he informed me my father could not live on his own. Once I told the community he would have to move out, because he needed more care than they are able to provide. They are still trying to charge me, even though he is unable to stay there. They have been inconsiderate, and not understanding of our situation. I would not recommend for anybody to take their loved one to this community.