SRI Management, LLC

The turn over of employees will boggle your mind. The care that is given is ridiculous. You never know who the administrator are, who you address a concern with, and who’s in charge of what. You ask a question and no one ever gets back to you. When something happens they scramble to cover their back sides. This place is less than appealing when it comes to hygiene. Patients are allowed two showers a week. Really!, even when they have an issue with cleanliness it’s still two showers a week. I have had a loved one there for a while and my experience today only confirmed that I will be looking at another facility. The staff with the exception of a few are lazy, and uncaring. Lack compassion as well as common sense.

Stay far away from this place. My mother was a resident there for 2 months before we emergently moved her to another home. The best way I can describe the experience at Heron Club is that it has traumatized us all. I have many years of experience in the healthcare field as a registered nurse, so I expect realistic quality care and this facility lacks that. My mother has a progressive condition, but I blame most of her rapid decline on the lack of care and attention at Heron Club. To begin, the “leadership” at Heron Club is oblivious to their many obvious opportunities for improvement. They lack professionalism in so many aspects. For example, blaming staff for not documenting basic care needs stating “well it’s their fault if they don’t document it”. This is leaderships responsibility to hold their staff accountable. Speaking of professionalism, many of their staff lack this as well, although I want to be sure I say not all of their staff are terrible. Leo for example is such a kind and caring person. [Name removed] took the time to massage our moms hands to calm her. Aside from them, the majority of the staff take after their leaders. I observed them sitting in the nurses room one afternoon and each time their pager would go off (meaning a resident was calling), they would roll their eyes as they were slouched in their chairs. This was directly in front of the Health and Wellness Director Sean, who is one of the most unqualified people I have ever met. Leadership sets the tone and it was clear he has low expectations for his staff. Number two red flag, they do not take quality seriously. For example, our mother who had never fallen before, fell over 12 times in this facility in ONE MONTH. These weren’t minor falls, but falls where she had abrasions and many bruises on her face and body. They would often place her “button” to call staff in places away from her. The most traumatizing experience of all was the day before Mother’s Day when an outside source went to visit her unannounced and found her on the floor covered in her feces. It was apparent she had been there for quite some time. The director Melody claimed “it’s been a very busy day”. This is UNACCEPTABLE and neglectful. That was the last straw and the day we took her out of this awful facility. Once I demanded to see her chart, I observed staff telling a resident about another resident falling. Now I do understand falls are not always preventable, but it seems to be a huge problem there. Falls lead to other issues so in my professional nursing opinion, this should be taken seriously. They lacked concern about implementing interventions to help decrease our mothers falls. After requesting her bed be lowered by removing the box spring, they removed the bed frame meaning our mother couldn’t get out of bed to go to the bathroom leading to her soiling her bed. They did not listen to us. Third red flag, they are extremely short staffed all the time. My visits were unannounced and at times I wouldn’t see one aid or caregiver for 3 hours visiting with my mother. This is a BIG part of the problem. In the last week or so when my mother was at Heron Club, I had opportunity to talk with the staff who were present and the trending statements were “We never have enough help”, “We are always short staffed unless the state is here”, “They (meaning leadership) never listen to us”. Forth red flag, they do not tend to basic care needs. Assisted Living Facilities are present to assist individuals with activities of daily living, this includes bathing, eating, etc. My mother smelled ALL the time there. It was apparent her hygiene wasn’t being maintained (she needs stand by assistance since she has a shower chair). When I asked when she received a shower last, the staff had no idea. I requested shower records and they were virtually nonexistent. For $4,500 per month, I expected she would be showered. My mother ended up with open areas in her skin folds (which were finally addressed after I personally educated their aids that they needed to wash her in those high risk areas and make sure they dry very well). After finally getting a home health consult to have a nurse come in, she addressed the open areas, which I fully blame on them neglecting to shower her frequently enough. I could go on and on, but I believe I made myself clear with my beginning statement. Our mother has been through a lot in the last 6 months, coping with a progressive neurological condition (not Alzheimer’s), and then had to endure the experience at Heron Club on top of it. If you are looking for a home for yourself or your loved over, please do your research and request to speak to other residents. Stay on top of them. Most of all, stay away from this place.

Independent living. It is unfortunate, the facility is really nice, however the management team inexperienced and rarely available. It is frustrating trying to have routine maintenance completed and not being able to contact any persons of authority.

The new director leaves much to be desired. The bottom line is all that matters. When facility was “The Blake” with [name removed] as Ditector it was amazing! Since selling out (in many ways) to become “The Beacon” it has gone downhill. No Sunday worship services - [name removed], the director said we are no longer welcome or permitted to visit and share the Lord’s supper with residents, etc. last I asked there were no RNs and only one LPN (although the helpers and PAs call themselves “nurses”) in staff for 125++ residents!!! Not a place I would recommend for any loved ones! I’ve seen the quality of care lacking firsthand. Also search PENSACOLA NEWS JOURNAL about the employee who stole thousands from resident.

Please do not put your loved ones in this facility. My grandmother lived here for nine months. During this time, we struggled so much with the facility just to get her needs met. This facility will provide the bare minimum and will not give what you are promised to the memory care residents. It's dirty and understaffed with uneducated people who lack proper understanding of memory disorders. There are a few good caregivers, but overall they cannot provide for residents adequately because the management is disorganized and chaotic.

I would give this place 0 stars if that was an option. My family member has been here for 3 years now. This is by far one of the worst assisted living facilities in Jacksonville and probably the surrounding areas as well. At first, you'll think this is the best place you could choose to put your loved one. As time goes on though, you'll come to find out, it will be one of the worst choices you've ever made. Once the welcoming party wears off, things will begin to change. They'll stop taking such good care of your family member/s. Your mothers and fathers will fall through the cracks. They'll be forced to sit in their own urine and feces for hours. There have been constant rodent/insect problems. Not only rats and roaches in the kitchen but in the rooms too. I know another family member who's father had rats in his room and management knew all about it, and nothing was done. The family isn't able to move their father out but wishes they could. The activities may be a plus but don't let them fool you. They don't make up for the horrific problems everywhere else. They have been through more management in my time dealing with them, than most businesses do in a lifetime. Also, the management is awful. All of the nurses have been subpar. None of them actually knowing what they're doing, or doing anything at all really. The Executive Directors placate you. They want you to believe they are taking your concerns into consideration and then never following through. The past two EDs have by far been the worst. One ED only lasted for a few months and I don't see the new one lasting any longer. They treat the staff terribly and cause the good ones to leave. The management spends more time gossiping about the staff than they do actually working. Especially the activities coordinator. She spends more time in other people's business and other people's departments than she does her own. The residents that live here are the only redeemable quality this place has. If it wasn't for them, I would have moved my mother out of here ages ago. Unfortunately, with the way things have been going, I'm not sure that is a sufficient enough reason to keep her here. Do yourself and your family member a favor and don't move them here. You'll regret it.

Our family endured Brookdale, Carrollwood for one year. Mom fell and was transported to the emergency room three times during her residency. After mom's second fall, rather than to express concern, the Brookdale nurse called me in to state they were going to charge an additional $780 a month for 'other services'. The third time mom fell and was transported to the emergency room, the Brookdale nurse called while mom was in the E.R. She did not call to check up on mom, nor did she extend empathetic support, she called to say the director stated mom could not come back to her room. Turns out this was [removed] was promptly reversed after the E.R. nurse called Brookdale to recite the law. The care we were paying for was so neglectful, we chose not to come back. This is a verifiable fact. Third fall mom was face down on the floor for hours as they failed to check on her throughout the evening. This is all substantiated by the Emergency Medical Technicians (EMT) at the Hillsborough County Fire Department. The EMT told me he had never been to a facility that had so little information to go on as they were attempting to rescue mom as she was found face down on the floor. This is a verifiable fact. Management is Despicable. Don't get caught up in the surroundings. It's all about the care, or in Brookdale Carrollwood's case, a lack therein. It's important to anticipate the level of care your loved one will need in the near future. Brookdale is all about additional fees. Fees that management will never initially discuss. There were multiple levels of fees costing well over a thousand additional monthly dollars. They attempted to charge a "Laying out of clothes fee" whereby they open the closet door, choose an outfit and place it onto the closet door handle. This imposed fee was also dismissed as my sisters and I were there every day for mom. Although we paid for escort service, supposedly to ensure mom went to the dinning and craft rooms. Rarely did they take her out of the apartment. Mom would be left in her room or taken down to dinner so late she often would be eating alone. Brookdale would provide room meals, primarily because it was easier for them. God help those residents who have no family to ensure their loved ones are being treated appropriately! [removed]. Mom was humiliated and upset. Rather than address the horrific event, Brookdale management attempted to impose a "psycho-social" label that....you guessed it came with a $350 monthly fee. Again, I fought this and multiple other fee increases and several were reversed. Mom was a certified angel and in this incident as with others, was treated outrageously and inhumanely. For the most part the medtechs and aides were wonderful, but extremely frustrated that they had been pressured by the clinical manager and facility director to move on from one resident to another without providing the sufficient care needed. Mom never used the emergency pull cord as she was too proud to do so. At one point I did find it necessary to pull the cord. A half hour went by before exiting out into the hall in an attempt to find an aide. I finally tracked one down at the other end of the hall, but she stated she wasn't working that hallway and promised that she would send an aide to mom's room. Twenty minutes later or fifty minutes after initially pulling the emergency cord, an aide finally showed up. The aide has always been helpful in the past. She stated she had been stretched to her limits given the skeleton staff even though it was in the middle of a week day. I again expressed my concern with both the clinical manager and the director and asked them if they were aware of the time lapse between when a resident pulls the emergency cord and when an aide actually shows up to the room. Their dual response was typically arrogant and totally dismissive. In an attempt to keep complaints within Brookdale I sent multiple letters to the CEO, all ignored. The South East director was brought in, but she was ultimately as inept, uncaring and unresponsive as Brookdale Carrollwood management was. Mom was denied her heart medication for 12 days. This would have gone on indefinitely, but our family questioned the staff when the medication was not being provided. They said the physician cancelled it. NOT SO! I filled a complaint with the Agency for Health Care Administration (AHCA), through the State of Florida. The investigators promptly penalized Brookdale, Carrollwood after substantiating our families claim. This October 2016 complaint can be viewed on the Florida AHCA website. This was not an isolated incident. Denial of medications had happened in the past, but we as a family, had attempted to handle this gross negligence internally. I have multiple emails to and from the director regarding these and many other concerns. Unfortunately the same lackadaisical attitude continued throughout the 12 months mom was a resident. Bottom line: You are your loved one's best advocate. I would NOT recommend Brookdale, Carrollwood. It was ultimately a tragic experience.

I would rate this property a negative 100 if given the opportunity. My mother in law is at the facility for dementia and the staff and nurses don't care about her well being. Now when we are sent the bill for her care oh they want their money but no care goes into this facility. All they care about is staying on their cell phones or watching television and smoking every five minutes. The living conditions are un-bearable. It's a shame that when you walk into the facility the first thing you smell is piss especially from the rooms. Very disorganized and very unprofessional

Horrible place very under staffed

I just don't see what's to like, really. As expected with corporate mergers/buyouts, quality goes down and prices climb. Great job with spending money on the lobby carpeting and furniture, but no improvement on the quality of care including the food and staff. Staff members and residents are leaving in droves for reason. My mother has been here for 2.5 years and it's been very depressing for her to see what's happening. She will join the exodus this week. It's difficult for her to have to leave, but many of her friends have already moved away and I can see why. Shame on you Brookedale Beckett Lake. Brookedale, spare the insult of asking me to call and discuss, my mother and sibling have lodge complaints and you have turned a deaf ear.

On paper, the Villas looked like a great option for my Mom. We were set to move her in when they decided that she needed to be admitted to a geriatric psych ward for evaluation because Mom had some problems with wandering due complications from a uriniary tract infection. The nurse labeled Mom as agitated and combative when she was expressing her irritation at getting the same questions repeatedly. The doctor they referred us to admitted Mom to the local hospital. Instead of putting her on medication for dementia, Mom was put on the incorrect dosage of a sedative and went from being her lively, opinionated self to falling asleep sitting up. In my opinion, the Villas only wants Stepford Seniors.

HORRIBLE!!!!!!!! If you are swayed by the staff dressing up nice for your initial visit and a nice new building, go ahead and send you loved one here. If you care about how they are spoken to and the actual assistance they receive, go ANYWHERE BUT HERE!!!!!!!! I have a Master's degree in Business Management and Administration and can assure you that I am reporting [removed] to any and all appropriate agencies so that they are adequately investigated for day to day operations and "getting back at the resident" for giving a 30 day move out notice. Again, go anywhere but here. I am so disappointed with what we have experienced for the care of my grandmother in the 2.5 weeks she has been there......after 3 days of having her live there we began looking for a different place.

In the beginning they will treat your loved ones like royalty. When they have them feeling comfortable with their surroundings, then they start changing things. They want you to use their prescription plan and doctor and if you don't then they will increase your level of care charge. They must get kickbacks for the doctor and the pharmacy. We were told my mom could have her little dog with her there. After increasing the level of care, they are now saying they will charge $20 a day to care for the dog. The dog was recently at the vet for a yearly check up - weight same, healthy, all good. I was told my mom doesn't feed, water or walk the dog. When I got there on Saturday, I was told she had already had the dog out 3 times by noon. Everyone that is at the facility loves the dog and everyone knows how a dog helps in nursing homes. Everyone wants to pet him and talk to him. He's like a little celebrity. I would be cautious on going there, I am now going to have to move my mother and get her familiar with other surroundings. The upper management should have as much compassion as the employees and quit trying to rip off the elderly. Bear in mind my mom is still mobile. She has a walker and walks everyday. If I were to take the dog from her at this point, she would likely die. Wish I would have realized this before I moved her in. Oh and I tried to have a meeting with the executive director on a Saturday as I drive from Georgia to Tampa every weekend and was told she doesn't work on weekends but would meet me Monday - Friday. I lived in Georgia when my mom entered the facility and was told this wouldn't be a problem. They should practice customer service and realize that we are the customer.

I’ll tell you what the problem is. They are very short staffed. There are people who have been there for years that get you to come there, but when you get there you find out that they are very short staffed and it’s just not what they make it out to be. So people just end up sitting in a room all day. Our loved one was only there for a very short time. They took twenty-five minutes to assist with the restroom.