Spring Arbor Management, LLC

Since my loved one has moved into this community I have been very disappointed with how the staff has handled his medication. I am concerned about the lack of organization and the failure to distribute medicine at the right timing. Overall this place needs a lot of improvement and direction.

This community was not what I was expecting. The community was clean and well taken care of. The staff was nice for the most part. The activities were good for my father. I would advise that others look into other options for care.

My mother who lived in Beach House Memory Care for eleven months had a very unfortunate experience with this facility. Prior to COVID, I visited daily to make sure she was being cared for. On [date removed] VITAS Hospice confirmed that Mom was not allowed out of bed and was no longer provided meals because “she took too long to eat”. I immediately initiated a change in Hospice facilities and had her evaluated and moved to a Hospice House. My 4’11” Mom weighed 60 lbs, was extremely dehydrated and had extensive gangrene on both feet, bed sores on her backside and her teeth were rotted to the point of falling out. Mom died on [date removed]. Beach House never notified me that Mom was near death or that she was not allowed out of bed, & not being fed, however Executive Director, [name removed]verbally gave me 45 days from [date removed] to move Mom to a nursing home, as Mom could no longer “stand & pivot” and they could no longer care for her. BH staff was unaware that her pressure sores that began in [date removed] had progressed to gangrene. They are also refusing to refund rents paid but not earned, after her death. I could provide further details of incompetence but choose to end my review here.

Pricing goes up constantly Billing involves overcharging. Mgmt dismissive Intent of eviction is frequent if you challenge billing errors,send emails if neglect of running out of meds, not checking every 2 hrs overnight, Filthy room, stopped up toilets,rarely give 2-5 min. To talk to resident just to say they care. In and out. Cut call bell off and tell resident they will be right back and they rarely due but reset call bell so timing on respond is in their favor. Management turnover is constant. 2 directors 3 activity directors 3 head of nursing , housekeeping shortage tech shortages etc. All in 1 yr. Very rundown facility inside and out. BEWARE lots of vacancies

Since acquired by Sandhills in Feb, rating 1. During the transition my husband was getting fewer showers due to being combative.. Staffing was erratic but came across 2 female aides on separate occasions who had no difficulties. Rare to find implementation of proper approach techniques. Director discretion seemed diminished. New protocol seemed to require ALL parties in any incident be transported to Emergency. Seems like you pay as much for incompetency as competency. Feel like a pawn in a shell game

1- all categories for memory care at Waterstone. The day staff would tell us the night shift were terrible. I had to get hospice involved immediately. She died in [date removed]. Was only there for 4 months

What Spring Arbor could improve on would be the response time to resident call buttons

I'm afraid I do not have a high opinion of Rosewood Village. My husband was admitted to their memory care unit in [date removed]. He was assigned an unfurnished one bedroom apartment, so I hired movers to transport his furniture. He was at Rosewood for 23 days when he got aggressive at a community meal and started throwing things around. The facility sent him to the Emergency room to have him checked out. The Dr at the ER checked him over thoroughly and found nothing wrong other than his dementia. By then, it was late at night. The ER called Rosewood to tell them that [name removed] was on his way back. Rosewood refused to take him back. Didn't even suggest that we work with his medicines to reduce his aggression. In the middle of the night I had nowhere to take him other than back home which was very confusing for him. I had to hire movers to transport all of his furniture back home. I was not able to place him in another facility until over 30 days later. He finally went to [community removed], where the staff were told about his aggression and were willing to work with him to adjust his meds properly. He has been at [community removed] over a year now, and gets excellent care. I cannot understand why a place like Rosewood, who agrees to house dementia patients, would throw them out at a first incident. I would never recommend Rosewood to anyone!

It was a horrific experience. We couldn't move my mom fast enough. People should ask for documentation and auditing about call button wait times, how staff is trained, ask to speak to a med assistant and ask THEM about their experience working there--how long have they worked there, what is the training process? (There was apparently NOT ONE at Waterstone), how is nursing coverage when the lead nurse is out? How can you get in touch with NPs with questions or concerns about your loved one's status. Who preps and serves food? The food was horrible.

They have a horrible response rate to residents needing assistance .... if onsite long enough you will hear the buttons never being answered for long periods and nursing staff bringing children with tablets to work .

My loved one was sick with an infection and they sent her out to the ER and they said she had a stomach virus and sent her back to Wickshire. My loved one called me the next day to say she still didn't feel well and was throwing up until the next time and that she needed to go to the hospital again. The girl is going to say that all they can do is send her right back. Long story short it took my mom to continuously throw up and her blood pressure to sky rocket in order to be sent back to the hospital and now she is sick there. More staff and better doctors to check on the patients would be an improvement. They could also have a cleaner facility and cheaper prices for their care.

Did not try to work with patient’s family or Doctor to try and adjust his meds so as to reduce aggression. Gave patient and family 14 day notice, but would not let the patient come back to the facility during those fourteen days unless he had a private paid (by family) caregiver round the clock.

The meals were okay. The staff didn't call me when my father fell two separate times. I had to find that out when I came into his room and found bloody bandages. They were also more interested in eating their food than they were helping patients. This wasn't at meal times. It was just during the day or evening. The head of the ward my family member was in didn't know pertinent information about my family member, nor did the facility nurse. I would not recommend this facility to others. On the face, it appears a nice place. They do not take care of their patients in a caring manner.

I showed up for what their Website described as an “open Wednesday “ I.e. tour without appointment. They had nobody available to do a tour. The (legally mandated) bulletin board in the lobby had a notice from the state indicating they had lost their license in [date removed], reinstated in February. They are not currently taking new patients. They also do not accept Medicaid patients. I assume this is because they cannot meet the requirements. I had checked on this place a year or two ago. Medicare had given them an advisory back then. I’m stunned and confused that “A Place for Mom” gives them such a high rating.

Think twice about sending your loved one to this facility. The staff don't take good care of the residents and their very rude. I would advise to definitely do research before putting your loved ones in this facility

The administrative staff is extremely slow to process clients' paperwork and ignorant of the clients' needs and status/required support. My mother was still not in the computer after 2 weeks. The PT called about therapy for my mom 2 days after she died. They didn't follow the DNR directive because it "wasn't in the computer" even though it was in the hard copy file. Our family is facing huge hospital bills now. We paid over $[removed]when my mother was admitted. She died 5 days later. We're still waiting for the refund so we can pay the unnecessary/unexpected/unauthorized hospital bills. The director said she would "take care of the refund" when she called to tell me my mother died. It's been 3 months. The staff on the floor is good.

White Springs is a beautiful facility, but that’s the only positive. While I could write a novel on the negatives, I’m going to focus my review on two primary issues from our experience with my father-in-law’s time at White Springs. First, the corporate, impersonal style of management. Secondly, the quality of care promised and the care actually provided. [name removed] , the Executive Director, is a horrible person to have in a leadership position. As someone who also runs a business, I’m astounded that she is in management. This woman is interested only in quota, and does a terrible job at hiding it. She will bulldoze you any time you try to speak. We had multiple phone calls with her as well as an in person meeting with her, a White Springs nurse, a hospice nurse, a hospice social worker, and a hospice doctor. After the meeting, we and the hospice team were ALL in agreement about [name removed]. We were dumbfounded. She was incredibly rude with no interest in what anyone at the table had to say.

We were not at all impressed with our tour experience at Spring Arbor of Apex. In fact, we took them off of our list the second we walked out of the facility into the parking lot after the tour. The facility was not clean, the residents did not look put together, it was just a bad experience from the beginning to the end.

Not impressed

My loved one called the police, because they felt like a trapped animal. The med tech was withholding one of the medicine that was just to prescribed to him. The med tech stated to my loved one, when I was on the phone, that I don't care what your family says. I'm not giving you this medicine. They didn't give me a call to check on my loved one. I only received a phone call to pick up his items. They finally let my husband go check our loved one's room and they finally allowed my husband to pick up the belongings of our loved one. They were willing to have us leave some of my loved one's items. My loved one's heartrate was so high, due to the agittation from the community. The hospital let us know that he was on his way to Congestive Heart Failure. My loved one prior to him leaving with the police, he packed up his items and left it at the front desk. This is what the community wanted us to come pick up that night. My loved one only stayed one night, and the community still charged us for two nights. The community didn't smell like a nursing home, but didn't have a homey feel either. I did leave a voicemail, but never received a phone call back from the staff.