Five Star Senior Living

All the staff has been wonderful. They check on mom if they don't see her around. Dining service hours are limited. Food service staff are very kind and seem to have food relationships with the tenants. There have been a few disappointed experiences with activities. Security is super nice. There is value but it is expensive.

I love my unit; it's roomy and has a pleasant view. My complaint is with the food and getting things done. If and when they execute, they do a good job though. I live in independent living, so they don't "hold our hands".

Slow at responding to requests to fix things in unit. Very friendly. Knows everyone by name. Dog friendly. Not good at listening to residents about things that they would like changed.

I would advise families to read the contract carefully. The Lodge uses language that attempts to make the family or POA liable for costs if the resident's resources are inadequate. I would also consider how active my loved one is, the Lodge does not have much space to move around in and the activities really lacked imagination when my loved one was there. Finally, the food was terrible. I would consider my loved ones behavior issues. Explore their protocol for handling outbursts and defiance. These are common dementia behaviors and my experience was this facility wasn't very prepared for them.

Beautiful facility. Very clean. Very nice caregivers. The “assisted” living must mean something different to them. Yes they help dress, and take to meals. Response time for toileting etc. is not good. If you are mobile, I’m sure it is fine. If you don’t hear and need help for all transfers. Not so much.

Management is friendly, agreeable and trying. But they fall short in execution of things like changing hearing aide batteries, and giving showers on schedule since she is unstable standing. Mom loves the staff and feels they are very caring. Think the activities director needs to be more 1 on 1 with residents to get them involved in activities or perhaps find some to involve residents more.

If I didn't go there as often as I did, 5 days. He would not be taken care of. When I was unable to go because of surgery and 12 day hospital stay and recovery, that was five weeks. I know he was not cared for. When I saw him, he was half shaved and had half Santa Claus beard. He had not showered or brushed his teeth. There was empty food containers, and empty plastic and medicine cups. The trash was overflowing. His laundry was done and folded however, he has continued to receive other residence bedding. The facility is worn down, the staff is limited due to high turnover. They do not tend to my husband at all. Because of the location is the only reason he is there. it is not worth the money. Unless you just want to drop off a loved one and not go, your loved one will be not taken care of other than to giving a Styrofoam box for breakfast lunch and dinner. It is not recommended if your spouse is used to care, attention to hygiene and cleanliness of the room, including the bathroom. The staff is nice to me only because I am now there again. I have to ask for his bed to be made, I have notes all over the room, saying the days of the week to shave. shower. And brush his teeth daily. None of those were done when I was not able to go there. I would not recommend this facility to anyone unless they just want to drop off their spouse and walk away. It's a lot of money to pay for no assistance. I am very disappointed. They threw away his mattress and a pair of tennis shoes on [name removed], I believe because he had a bowel movement accident. His mattress had a plastic zip lining to protect the mattress itself yet they threw the entire thing out, and I had to order a new mattress for my husband. They put him on a foam mattress so when he had peed, it went right through the thumb onto the floor. I asked the floor to be clean because it has pee on it and I was told that staff doesn't do that. Only housekeeping and housekeeping was gone for the day. I had to go home and get cleaning supplies. I bought an extra plastic cover for that phone because it was soaked in urine until his new mattress arrived. The new mattress arrived [date removed]. The staff did not put it on his bed until [date removed] The mattress was put on his bed only because I called daily repeatedly to make sure the staff put the new mattress on as I was unable to go see him or I was definitely unable to lift anything over 10 pounds. I would not recommend this facility to anyone Unless they just want to drop their spouse off and walk away. Their spouse will not receive the kind of care that they are accustomed to nor the living area. I am paying a lot of money for them to care for my husband, and I'm the one still taking care of my husband, when I should be recovering. I have another surgery coming up in [date removed] will be gone for a week or two, and I'm not sure again what to expect when I go back and see him. I would not recommend the Palms.

My mother had zero hot water in her room. They bathed her in cold water. Communication between staff concerning new occupants was poor. They expected a 92 year old who had never been in an elevator to navigate elevator use for meals on the first day. My mother was sent to the hospital on the third day of occupancy and never returned. They refused to refund any money even though she was only there 3 days. They charged a hefty occupancy rate plus a large "Community Fee" which was also not refunded even though she only slept there two nights, only ate three meals and barely moved in before they claimed she wasn't a good fit for their place!! Also refused to return and entire two months of medication we brought with us when she moved in.

Though it's not perfect, it's by far the best place I've seen. The residents and staff are wonderful and it's a rich, caring environment.

Due to cost as compared to the poor quality of the food and lack of activities. There are definitely areas of improvement. All the residents are complaining about the food quality and speed of service in the dining room. Heartlands just implemented a customer survey so if you could request access to the results, that will be telling. I expect that everyone will complain about the food, which I am sure you will agree is a critical service to provide at a high level.

In the [time frame removed] that my mother has been a resident there was a permanent director for only 2 months. An interim director in place for 10 months. Felt much like a rudderless ship ..still no permanent director. Lots of staff turnover in one year and many residents have moved away because of unhappiness with many aspects of the community. Food is very institutional with too many carbohydrates. As my mother's POA the requests I've made for her food are not consistently followed. Medical staff is not aware of local resources for mobile lab work and not able to direct out of states toward local medical resources. The orientation did not cover much of the rules and procedures of the community. It was up to me to "discover" much about the workings of the community.

I really appreciate the concierge at AL in 5 star.. they take the extra time to put a personal touch on things. They know all the residents and do their best to accommodate their needs. Communication between nursing/CNA staff needs to be better. Especially new hires The activities are ok especially bingo. A little more work on the in-house movies would be appreciated. The majority of their residents are 70 years and over and have no interest in watching recent movies. More consideration from the staff needs to go into how they talk to residents and conduct themselves in the hallways. Every time they enter the apartment, they should say their name. Most of these residents can't remember their own name let alone staff members. Everything can be heard in the apartments, especially when they are yelling down the halls to each other.

Some of the staff are very friendly others are downright rude. The kitchen serving staff think that you're there for them again, summer. Nice others are downright rude. I would not recommend this facility.

I like the friendliness and clean smell. They can improve on wait staff attitude and assistance for feeble elderly. Not very organized and not communicative

The day-to-day staff at both facilities are great, very helpful and caring. The Laurels facility is beautiful, well maintained, and inviting. The Haven is in desperate need of more regular staffing (nurses, CNAs, etc) so each neighborhood can be fully staffed. Right now, they pull other staff (I.e.) activities staff, to fill holes. Or bring over staff from the Laurels (who are not trained to be with memory care patients) to fill empty spots.

[name removed] was wonderful and warm as the marketing person. She could not have been kinder or available. However, once my brother was admitted, we were dealing with his not being diligently cared for plus exorbitant bills . My brother is incontinent, and the room reeked horribly, as soiled bedding was left on the floor. It seemed his diaper was not changed often enough, since he often woke up drenched or soiled in feces. That seemed to be the practice in Assisted Living because as you walked past the residents waiting to go into the dining area, it smelled so terribly. I must say that the Independent Living section was NOT that way. It seemed very clean. There was also no communication with the staff to provide updates. My brother did enjoy the food.

My experience with Cameron Hall of Canton has been mediocre. I feel for the residents who are unable to get up on their own or even help themselves do to their disabilities. The residents that are able to get around seem to be ok living there. As they are able to leave their room when they want too. Those who have a disability or are unable to assist themselves seem to get very little attention. Though they have a necklace for residents to wear, there are times when they completely ignore the call or briefly come in without asking if they need assistance. Time and time again. When we first was told that the kitchen cooked homemade meals for each meal was not true. Homemade meals do not include chicken nuggets placed in the oven with BBQ sauce as BBQ chicken. Some items may be cooked with ingredients but the meal could improve drastically. We are constantly on alert when we visited the facility. For the amount of money each residents pay, they should adequately staff the facility.

The staff were sometimes lazy and inattentive. Being understaffed is a problem. My loved one was often not clean and they seldom assisted with teeth brushing. (Her tooth brush was usually dry and her dentist said her hygiene was terrible) She also was agitated due to boredom. I saw few activities or enrichment beyond watching TV. She fell out of bed and suffered significant bruises and they did not call hospice or me to notify us. I would not recommend the memory care if you had other alternatives, but unfortunately I think there are not very many alternatives, they are all about the same unless you spend a lot of money at Penwick. My husband is a doctor and we asked around and it seems to be the consensus that they are all about the same (no very good).

Let me just say that overall this has been a good move for mom and I trust their care. We've had a few hiccups but they have worked with us to resolve. Value wise it's just so ridiculously expensive but that seems to apply everywhere.

The caregivers are fantastic, however management dismisses complaints about low staffing levels. Due to staff being overworked, the turnover rate is very high.