Willow Ridge Senior Living, LLC

The biggest issue I've had so far with Greenfield Senior Living is a lack of communication between staff and myself (daughter of one of the residents). My voicemails are rarely returned and emails are sometimes returned, but usually after several days or a week, if at all. I understand that this facility is likely understaffed, but it is important for family members to be able to reach a staff member. Items have also gone missing from my mother’s room (I do know it’s tricky in a Memory Care setting in terms of residents moving their items around) but several occasions have come to mind which irritate me. I have also had a few instances where I’ve requested that the staff help to get my mother ready in time for Dr appts (I’ve left voicemails the day before and also spoke to staff onsite to give notice about the appt) and I’ve shown up on time and my mother is nowhere near ready to leave the building, thus making us late for the appt.

I had a virtual tour via cell phone with Greenfield Senior Living. I looked at due to price and location. Not a match due to amenities available and size of rooms available.

In the beginning [name removed] the admissions director told me that if my friend deteriorated and had to move out, he would not be responsible for the rent the following month. I talked to the administrative manager [name removed] and she said that was not true at all and it was not in their policy. So now he is responsible for the rent here and trying to get into another facility. The companion that helped out was extremely expensive with the services as well.

Please ask about the cost of level of care, we were told the amount was going to be [dollar amount removed] a month never telling us about a charge for level of care which could be up to an additional [dollar amount removed] a month. But at the time we were told we couldn't back out because our loved one was being discharged from the hospital and needed a place. The staff that work with the residents are good. The higher up executive's, you can't get a hold of them when you need to. I would tell others just to make sure and ask questions. I learned the hard way.

Greenfield was the only facility out of the 5 or 6 that I looked at that I did not feel comfortable leaving my mom. When I walked in for the tour there was no one at the front desk. When the gal finally came to get us, she was very nice, pleasant and informative. She was being called away a lot though which made me nervous seeing how much she had on her plate. It made me wonder how much attention my mom would get if she were to move in.

The community doesn't care about the things being the most updated and current. The décor, the staff are stuck in the 80's or 90's. There are some staff that go above and beyond, and other staff members make it harder than it needs to be. The amount of lockdowns in the community that is happening is not good, I do realize that some of this might be because of the state regulation. Why can I take my loved one out to dinner, but I can't enjoy a meal with my loved one in the dining room? Especially because my loved one would much rather stay in the community than go out. [name removed] is great, but I wish another staff member would quit. Everyone at the front desk is amazing and awesome!

We, unfortunately, had a very difficult stay there. Not by any fault of theirs, they just weren't equipped to care for my mother. My mother was injured before we got her there & the staff told me they could handle her but they couldn't. And 2 days into her stay we found out my youngest brother passed away so things were even more difficult. The care staff does not work for Atria you hire them directly. Also after all the insanity of getting my mother settled [name removed] called to say they were moving my mother to a different room! My brother & I said absolutely not!! We had to fight to keep her settled. After the funeral I took my mother out of there as soon as I could! My sister, up from Florida, stayed with mom for 4 nights to help with her care. It's a very nice place for someone who is well. Can get around on their own & doesn't need assistance. Btw we were in the Independent Living side... I cannot speak to the Assisted Living side.

The tour was good and the community was good in its own way. We found a community that was all inclusive and this was something that we were looking for with our loved one. My loved one needed medication assistance and more and having somewhere that did not charge extra for this was a benefit.

We have been disappointed with some things during our experience here at Fox Trail. I heard it was bought out by English Meadows at the beginning of the month so we are just hoping that things will improve, especially the cleanliness. They were not cleaning my loved ones room often at all, but they are starting to clean it everyday. The facility needs some TLC and we are hoping to see that soon.

Our tour at Fox Trail was nice. But it wasn't a modern facility. We chose a place that was newer and more updated.

When my loved one moved in last Fall, they were very unwelcoming. We felt like we were told certain things when signing the contract, and then told the opposite during the move-in process. We never got a welcome packet ever. We were having consistent issues with communication from Fox Trail, both with the executive director as well as the assistant director. I felt they did not give friendly responses to my questions. I did receive responses to my emails, but they were pretty curt and unhelpful. Any communications that were sent out were not clear. The way that they responded made our family feel like we were bothering them. I will say this - within the last month or so, we received a letter from the regional director stating that the executive director had retired and was no longer employed there. But we read between the lines. I wrote a lengthy letter to the regional director with our concerns, stating the things we needed in order to make it work at Fox Trail. The regional director has been awesome. She is very professional, and gets back to you. We're hoping things will continue to get better under her attention. They did hire a nurse. I've spoken to her personally, and I really like her belief in and emphasis on training and education. She's there part time until she can fully leave her last position, which I believe will be occurring in February. So we're hoping things continue to get better. As far as the food, my loved one tells me some things she likes; other things she does not. Says the meat can be tough. Activities are getting better. We love the facility. It's very charming, and we feel that it's clean. Communication has just been a big problem. On weeknights and weekends, we consistently could not get ahold of anyone with concerns about our loved one. One time a resident even picked up the phone. The old executive director didn't seem concerned, although she did make some changes. I'm hoping and really do believe that the regional director and new nurse will make things right going forward.

I would just tell others that right now they are very short on staff, so they have been using a lot of temporary agency nurses so they do not know a whole lot about what it happening and scheduling is all off. I am hoping things improve soon.

It would be nice if they had some stimulating activities for residents. Also, they are having a very hard time hiring kitchen staff. They are handing residents their meals in Styrofoam boxes and they have been out of a ton of things. Overall it has not been the best experience, we are disappointed.

We felt this facility did not offer the amount of independence my parents were looking for. Economically it was just not a good fit for them.

We toured with Heritage Oaks and it was a nice place, just not the right fit for my dad.

Our family was able to have an in person tour and it looked to us more like a nursing home that did not have that independent environment. Their sole focus on activities revolved around bingo. Also another concern our loved one had was not having access to food all the time, but they said they had plenty of opportunities to get snacks during bingo.

I believe my mother would like living at this facility. She would like the location and the rooms. There were a few negatives at this facility. We were taken to the second and ground floors, where I noticed little flying bugs around. My sister was with me on this tour, and she overheard 2 residents stating that “there are another one, they don’t know what they are getting into”. When we were checking out, I talked to a resident at the front desk. I asked how long had she lived at Heritage Oaks, and she stated 2 years. Then she said 2 years too many. She continued to say she moved from [location removed] to Richmond.

The staff there was very pleasant and engaging. The facility was very clean and residents seemed very happy. The main living areas were good sized. Individual rooms were not apartments but instead more of a bedroom situation, encouraging seniors to mingle during the day.

My ratings and experiences are based on the time during the pandemic. The staff is friendly, and the food could be improved for the residents. There is a gazebo in the back for the residents, and the community has pretty grounds to walk on.