SRI Management, LLC

Very disappointed in the way COVID-19 outbreak at this facility was handled in June. The person with POA (me) for a resident was not informed she tested positive (asymptomatic) until she had already been removed from the facility and sent to a hospital NOT of our choice. This created a nightmare for the family. . Heron East did not send POA documentation with any of the residents to this hospital. I know this because the case management director told me this. When it was discovered POA documents had not been sent by the ALF for our family member, the hospital then realized NONE of the POA documents had been sent for ANY of the patients they had received from Heron East. Heron East stripped her room without informing us it would be done, then we were told when she returned she could not have her own room back. Prior to the outbreak we had increased the care level of the resident and wanted documentation that this extra care was being provided since the facility was on lockdown. In our inquiries regarding this issue our phone calls were seldom returned, and NEVER RETURNED by [name removed], who was supposedly in charge of this. We never were given any proof that the extra care we were paying for was occurring. Only at the end , when we needed to locate valuables belonging to the resident and make arrangements to get her belongings out of the facility did we start getting phone calls returned. We did not go back to Heron East once our family member recovered. When we went to get her furniture and belongings we ended up with 2 boxes of someone else’s stuff, causing us to wonder how many others had same experiences. This facility let us down. The emergency of the COVID-19 breakout is no excuse. Protocols should have ALREADY BEEN IN PLACE that would have prevented the things revealed in this review. It was inevitable that an outbreak would eventually happen. But Heron East seemed to be flying by the seat of their pants once staff members spread the contagion. The Power of Attorney for a person incapable of making their medical decisions should ALWAYS be their first phone call before actions are taken in a medical situation such as this. Now the facility is running a campaign to fill all the empty rooms. Very disappointed , and yes, angry, about in the poor management in this entire situation.

It looks great, is clean, and is affordable. I believe the assisted living part would be a good place for independent living, but be very cautious about choosing it if you or a loved one needs assistance. It was usually difficult to find anyone to help after the office staff left at 5:00. The dining hours are limited, and the staff in the dining room is as well. The receptionists were always friendly and welcoming. The nursing office staff was adequate. We felt the management and resident assistants however were unfriendly, and uncaring. Calls for help in the room were not always answered, and when they were, the staff showed up late and sometimes acted indignant. We had enough disappointing experiences there that it prompted us to leave for fear of injury and neglect.

One brief tour and I was out of there. The staff lives for FOX News and has every television set on it. I certainly don't want to expose my parent to a daily dose of brainwashing in his final years.

My brother and sister in law toured this community while I was looking at others. They felt this was not an option at all for our mother it had too much of a nursing home feel and environment too it. It was not appealing to them.

My father is a resident and we are getting him out as soon as possible. His health is suffering because of one thing - the food. Residents have been complaining to management for the almost two years he has been there, about the salt in the food. It falls on deaf ears. Some things are so salty that he has to send them back. He had a heart attack last year, [removed] and the cardiologist says his sodium levels continue to be very high. Since food is a major component of an independent living facility, I would not recommend this place to anybody.

The feedback is not positive. My mom developed a stage 4 pressure sore which was a direct result if the staff letting her sit to long in her wet depends. She arrived at the facility on [dates removed] we were treating her sore. We were finally referred to a wound clinic and were told the pressure sore was too large for them to treat. My mom was admitted to the hospital on [date removed] and had major surgery on the wound [date removed]. She was hospitalized for eight days with a wound VAC from there. The story goes downhill as we had to transfer her to a variety of other facilities for her continued treatment and she passed away on [date removed]. Needless to say myself and my family do not feel good about the care received at The Glen.

Hire more people, better accounting, more in tune management. Consistently was understaffed. They fell apart, mismanaged. Moved mom to another place

I was so disappointed in the care. [name removed] moved into the facility in October and fell out of bed 4 times in a 2 week timeframe and was taken to ER. His wife [name removed] felt it was necessary to ultimately hire 2 people to stay with him M-F until he went to bed. In December he suffered a foot injury and since he was on Hospice he was not taken to the hospital since the injury was not related to his dementia. It was horrific looking. I came for a visit the end of December about a week before he passed and spent many hours at The Glen and we barely saw any personnel. In a 5 hour timeframe only 1 person came in to check on him one time. Activity- all of Memory Care patients were wheeled to the TV Room to watch and listen to music. The staff just sat and visited with one another. On [date removed] the Hospice felt it necessary to order Morphine. It took 48 hours for the med to get to the facility. Unacceptable. I understand that the medication was ordered by Hospice but he was a resident of The Glen and there should have been follow up by The Glen. We asked several times to no avail. Basically like The Glen had washed their hands of him now that he was on Hospice. As [name removed] became weaker and despondent I asked a staff member about the tremors his body was experiencing and she replied"That's death. Very insensitive and [name removed] the wife burst into tears. I do want to point out there was one staff member that was exceptional. Her name was [name removed]. Overall the [name removed] experience from beginning to end was a very expensive nightmare.

My mom's experience was pretty bad. Frequent falls and multiple trips to the ER. Not nearly enough staff to handle her care much less the others.

I will NOT recommend this place to anyone. Very nice facility, but very poorly run. Honestly buyer beware. They have top down management problems and very poor supervision. Till they are replaced nothing can change. My only advice to others is don't put your loved one in there.

The friendliness of the staff was Initially 5, Then reality set in for a 1. Did only the basics. Sat behind the desk and called out to clients to correct them. Rarely saw them doing anything except gossiping with one another. My Mother was on the Memory care side and we got calls daily about her walking around (She had a compulsion to walk). They wanted them sitting in the common TV area or in their rooms. All the promises of therapy and activities were smoke and mirrors. Their idea of exercise class was turning a video on the TV with no supervision or help to participate in the exercises. We moved her after a few months to a new facility that held to their promises. She escaped the locked facility twice. Luckily the grounds keeper brought her back in. A locked facility! When we received the call they acted as if it were our fault. That was the last straw. We would have removed her sooner but, the search and wait list kept us from being able to move her. We had such high hopes and were so relieved and trusting that they truly cared and wanted to provide the best care for our Mother. Unfortunately that was not the case. I would recommend you avoid this facility if your loved one has any form of dementia and cannot participate in their care

Seagrass Village Gulf Shores, is not as nice as presented. Management is seriously lacking in decision making, and consistently uses "well no one else has had that problem" HA, that's almost funny. The food is not chef inspired, and a lot of times is barely edible. Employees turnover is a serious issue as well as allowing certain residents do what they want to do, even though it's not fair to all residents. Just beware, it's not as nice as advertised

We moved my mother-in-law out after a few months. Memory care left much to be desired. They got her meds wrong, several times, Not many activities she was bored. Landry lost or clean laundry on floor of closet, I went on early to clean her room while she was eating breakfast to find a man sleeping in her bed. We moved her out. Moved her to [community removed] that was a much better place with lot's of activities . Now has more medical issues and was moved to [community removed]. They have been good so far. Medication was given improperly. Several times when her blood pressure was to low. Very difficult too. Find the staff in memory care especially at night. I could not get out after checking on my mother-in-laws heart monitor for over 20 mins. I could not find a single employee on the floor. I found a man in my mother-in-laws bed one morning when I went in to tidy it up while she was eating breakfast. I did get staff to get him out of her bed before she came back. I do not know how many of the staff have been changed. We moved her within 6 months of her being in Westhill. Hopefully they have made changes.

I have to be honest - the initial experience was amazing - [name removed] (sales) was beyond kind & great at sales. The location, Rooms & balcony view was amazing. Beautiful landscape, and facility. Our Dad was happy to go there. And we thought it was the perfect location for him & his cat. However, after time went on, it became a significant challenge. Billing was often incorrect, made excuses for random charges not applicable, extra fees assigned. Shuttle was seldom available, no driver, or broken down & my sister consistently had to take time off work to provide a ride. Medication management charges kept changing & seldom did the clinical staff follow up with his physician. One day he left the building with another resident (we are aware in FL, that the residents legally are allowed to go out on their own being in ASL unless in SNF. They are to sign out & back in when doing so. However, no staff at the front desk means no one had a clue he or the others left or returned. Which he had been gone for several hours & none of the group he went with signed in or out! No one had a clue at meal time they were not back. This item was escalated & no return calls occurred until we escalated to the corporate office & even then dis not get a call back for a week! I've worked in health care for 36 years & the fact of not even knowing if they returned is beyond disturbing. FL law or not. The staff(s) after about two months of his residence, started resigning. The front desk was serving meals, medication management was delayed & at one point they "doubled up on medications" because they did not have enough clinical staff to distribute the medications at their assigned intervals. Honestly, I could go on. This was an experience where the pretty landscape, facility & packaging as they say absolutely did not represent the product. I apologize for the lengthy response but I didn't feel my reply to the survey only & answering with a number response would accurately represent what is really going on at this location.

I would not recommend this facility. The reality is that you are only as good as your employees and that is were the challenges are. Some of the employees are not interested in working hard for the residents as their hearts weren't in it. More interested in staying on their phones, tablets, etc. Food and cleaning are subpar. They try to charge extra via a point system as much as possible and raise rates yearly but do not take care of their people. Seem to only be interested in their occupancy rates, ie. more money coming in monthly. Too many challenges to justify the cost. Again, I would not recommend.

If I could, care and activities would be 0 as we had NO activities in memory care except for a handful of times, and my resident had medical errors, months of 8 to 16 hour periods of being left alone without any checks in her room, and physical injuries because of staff or other residents. They have gone through at least 6 executive directors and 6 directors of resident services in 3 years of operation, and a continuous revolving door of minimally trained staff.

These answers will be a mix of what I have experienced living in the cottage and visits to the main building for meals. 1The cottage is nice (they are new) with maintenance issues that are unresolved. The 1 is based on the main building restaurant which is supposed to be Five Stars. Since I am in independent living I am unable to provide a good answer. However, from what I have heard the care is not good. The food is not nutritious for seniors and served cold when it should be hot. They went from a dinner menu to serving soup and some kind of sandwich/wrap for dinner. Most of the meat is tough. Hamburgers are your best choice for meat. They discontinued serving salmon which was pretty good since they do not have the bourbon sauce. Many complaints since I have been here with no improvements. They have placemats that are not replaced instead of having tablecloths which should be replaced every day or disposable placemats. Overall very disappointing since we are paying each month in our rent for quality food. Servers are questionable. Not sure where they are getting some of their staff. The ones I have experienced were good Since this is my first experience in a Senior Living community I cannot provide a good answer. Other residents that I have met and have lived in other Senior Living Communities (Florida) are very disappointed with "Vitality." Residents have moved in and than out since I have been here. Hopefully with the new ownership of Pioneer Senior Living positive changes will be made. Only time will tell!! I am hoping as well as all the residents that everything will have a dramatic improvement. The facility is in a great location and it has the potential to be a wonderful living area for seniors.

Do not send your loved ones here. Absolutely terrible. Extremely poor management. My father was there for for four months and I had to have him moved. They will try to overcharge you for everything. Those who are there review your bills very closely. Residents as well as staff that have been there for years are extremely upset with the way this facility is run. The CNAs that have been there are wonderful. It’s too bad the management is so poor.

My loved one passed away [date removed]. Creekside was a terrible experience. They don't know how to handle dementia patients. They let him do whatever he wanted wouldn't get him to shower. Wouldn't get him to eat after five days. I had to pick him up and take him to the VA hospital.

virtually everyone was competent and professional, the facility was beautiful and clean, the food was extraordinarily good for a facility, they had multiple activities every day... They also have polished marble floors in the bathroom... even in memory care. In addition, there were no covers or precautions to prevent residents from turning the water on by themselves. After a month of improvement and doing well, my husband fell 4 times in 9 days. His last fall, he never recovered from, and after a hospital stay that required a second brain surgery he came home under hospice care, never walked again and passed four months later. I complained about the floor multiple times and nothing was done, the staff even complained when I brought in a non-slip rug and often removed it... I visited several times before moving him there. The residents were clean and engaged. I thought I was doing what was best for him. If someone didn't have mobility or memory/fall risk issues it may be fine. However; I still believe the bathroom floors are a critical design flaw and safety issue for anyone. The staff knew it was an issue, I was there one evening as they mopped the floor and was warned to be careful and not go into the bathroom because it was slippery... and I am able bodied. His room had premium vinyl flooring... only the bathroom was marble.