Brookstone Terrace

My loved one was here for a very short period of time. They were extremely understaffed. It was not a good experience, and was a really horrible experience. What we were promised, as far as care services, was not delivered. We found my loved one wandering in the facility looking for the restroom, and no one was around to assist her. We also had issues with my loved ones medication, in which it was not received in a timely manner because they were short staffed.

The executive director is the absolute reason we selected this facility. We met with him and he said all of the right things- he was very impressive and developed a lot of trust with us. Within a month we had issues and we never heard from him and he was nowhere to be found. Not only that, he seemed noninterested and he did not seem to care. There were a couple of people who were great and went above and beyond. It was just the management that we had an issue with.

The list for improvements is too long. I would not recommend their memory care facility. I picked this community, because of their promises to take care of my loved one. It was great the first month, then it went downhill.

My loved one lived here and it was not a good experience. Even from the tour, I maybe should have known. I had a scheduled tour and arrived on time, but was left to wait for an hour while the tour guide worked on something else. The tour guide didn't acknowledge me or tell me that there would be a delay. The receptionist felt bad and eventually brought me a brochure and other reading materials about the facility to look over while I waited. My loved one started in Assisted Living and was then moved to Memory Care. He missed several days of medication due to confusion about administering the medication. His bed in the Memory Care unit smelled terribly of urine, we noticed it the first time we walked in. Just not a good experience. They list themselves as a five star facility, but that was definitely not our experience. They advertise that they're very interactive and engaged with residents, but I saw no evidence of that. I saw the opposite. My loved one wasn't happy here. Even after bringing him home, he would tell me that I had no idea how horrible this facility was. I would not recommend them to family and friends.

This was not a good fit for my loved one. I would not recommend this place.

This place is definitely more for assisted living residents than it is for memory care residents. They were doping my loved one up to the point that her personality changed drastically when I removed her. She wasn't the same. They should NEVER be able to do that again. They actually lost my loved one in the woods for an hour. Then started sending her to the ER hospital because they couldn't deal with the mood swings she was having.

If your loved one has dementia and medical issues this is not the place you want to place them. After two covid shots and two trips to the hospital, mom ended up with many medical issues. These issues could not be handled by the Memory Care facility. They are continually short handed Resident Assistants (not CNA's) and one Med-Tech at times that has to work the Assisted Living and the Memory Care residents. Short staff caused temporary helpers to be called in........remember these are our family members with dementia..........new faces coming in room to do changes and other ADL's made mom anxious and stressed. "who are these people" those new helpers were not recognized by the residents. Because of mom's medical issues she was left in her room most of the day.

This place just looked depressing, and was not clean. There was a noticeable odor, and the people just didn't look well cared for in general. I didn't stay long enough for a tour, as I could tell this wouldn't be a good place for my loved one.

The facility didn't provide care. They just took our money. There is a "Director of Nursing" who is an LPN. There are no other nurses in the facility. Lots of staff turn-over, with no method of identifying the client to ensure they are giving the right client the right medication. Very poor communication. They sent my husband to the ER on two occasions, and I wasn't even notified.

The experience was horrible. They were not equipped to handle my mother in law. They assure us that all their staff was trained to handle dementia and Alzheimer's patients and they were not. They did not know how to redirect her when she would get upset/sundowning. One of their med tech was given personal information about my mother in law to other people in the family without our consent. She had an incident where she was arguing back and forth with an aid.

If we could give the overall experience, quality of care and value a cost a 0 we would. What we think they could improve on would to be give the truth about what they will do and what they will not do. We would never recommend this community to other families.

They did not offer any activities. They don't really care for the patients. It was not a good fit for my loved one. It was a horrible experience, and there was a lot of issues. They were not kind people. My loved one did not like the food, and often we had to take meals to my loved one. Sometimes they did not give my loved one water. Things were missing from my loved ones room. They did not take care of the patients, and were not attentive.

They can't do anything right. Before my loved one died, in his last day the care provided was not acceptable. They did not respond to my loved one needs, they did not have the correct equipment needed to take my loved ones vitals and often had to borrow my fathers. The food was often cold, what ordered is what not what my loved one received, if you ordered an item the second time around it is not the same food item as the first time, the food was very inconsistent. I would not recommend this community to anyone.

They need to improve on, the way they charge residents for things. I would advice other families to, verify and understand what they will be billed for.

No housekeepers No laundry Very limited staff

My husband was only at the community for about a week before he fell. I asked the staff to please keep an eye on him the day he fell. I do not think they were able to provide him with the proper care he needed. The food was ok and they did keep the community clean. They did not encourage the residents to eat. I would not recommend this community.

My mom was there for little over a month. Lots of issues with staff. Cleanliness was not good in her room and bathroom most days. Came in one day and "poop" was ALL over the toilet seat. After dinner each night, the staff either put some to bed or placed in front of TV. Pretty sad when an Alzheimer's resident complains about how bad they are treating another resident. These things were mainly with the second shift staff. Constantly yelling at some to sit or not to do something. Staff sat around and talked on their breaks and didn't clean their messes up. I know because I was there almost EVERY night until my mom went bed. Director heard from me a lot. He was trying to make some changes but with out supervision, it wasn't changing. Need camera's in all open areas. We left when my mom had several episodes of throwing up blood and they did not call the doctor like I had authorized. Took her to the ER and was admitted. She had ulcers and was anemic. She had a MRSA UTI and pneumonia. She was in the hospital for 6 days and we never went back to The Haven. What we were sold on did not happen in the month she was there. I do hope it has improved

My grandmother was there for two years. She always needs her walker to walk. She had a bed alarm that would sound when she got out of it. We thought something was wrong so we placed a camera in her room. We have it on video where after getting out of bed for the bathroom, she fell backwards. After a few minutes of alarm going off, two staff members come in to find her on the floor. They just place her back into bed without checking her or reporting the fall. Another time, she again gets up for the bathroom, a nurse comes in and detaches the alarm and leaves out not even turning on the lights for her. She is allowed to strip her bottoms off that are wet by herself. She then is allowed to go back to a urine soaked bed naked to sleep until the morning shift comes in. I take the videos to the Director, Catrina Smith. She said she would look into it. A couple of days later, two different night staff go into grandmother's room and turns the camera around so you can not see what is going on in the room. At that point in time, Ms. Smith was the only one at the Haven who knew where the camera was. I can not prove it but truly feel she told them about the camera. Since she has been there and Five Star bought the place, it has declined. The living area is always dirty. The food is just nasty. They never have enough staff taking care of these people who can not speak for themselves. We moved grandmother out of there. I would not move another loved one there.

My grandmother was there for two years. She always needs her walker to walk. She had a bed alarm that would sound when she got out of it. We thought something was wrong so we placed a camera in her room. We have it on video where after getting out of bed for the bathroom, she fell backwards. After a few minutes of alarm going off, two staff members come in to find her on the floor. They just place her back into bed without checking her or reporting the fall. Another time, she again gets up for the bathroom, a nurse comes in and detaches the alarm and leaves out not even turning on the lights for her. She is allowed to strip her bottoms off that are wet by herself. She then is allowed to go back to a urine soaked bed naked to sleep until the morning shift comes in. I take the videos to the Director, Catrina Smith. She said she would look into it. A couple of days later, two different night staff go into grandmother's room and turns the camera around so you can not see what is going on in the room. At that point in time, Ms. Smith was the only one at the Haven who knew where the camera was. I can not prove it but truly feel she told them about the camera. Since she has been there and Five Star bought the place, it has declined. The living area is always dirty. The food is just nasty. They never have enough staff taking care of these people who can not speak for themselves. We moved grandmother out of there. I would not move another loved one there.

She was taken into a place where she was the only one without needing memory care. We didn't feel she was placed in the right type of community as she didn't require memory care services and all other residents at the time did require those services. The nursing staff was great overall and really took care of her needs. Mom really tried to help teach them activities like Dominos when she had time.