Trustwell Living

Our tour here was disappointing as the director with whom I made the appt had taken the day off and didn't notify anyone else there we were coming. To be fair, the person we had been in contact with was out on maternity leave, so perhaps the director had too much going on. But we got no apology and no explanation. The nurse on duty did show us around and seemed happy to answer any questions, although some of the answers she gave us were incorrect, we later learned. The facility did appear clean and nicely appointed. The rooms are larger than we expected and residents seemed content.

I toured Highlander Place. It is out of way and was higher priced than [Removed] and the unit was not as nice.,

We moved our mom to Bickford because it was the only licensed Level 2 facility for assisted living that we found on short notice, and because it had a quiet and homey atmosphere. Within the first month, we discovered that nursing care and communication was inadequate. The director of nursing could not provide us with a clear description of why mom was being charged for the fourth level of care, it took days to get medicine in order, and to schedule a therapy team. When mom thought she might have a UTI, it took 3 days to get a sample taken and delivered to a testing lab. We quickly determined this was not the right location for mom, and we found a facility that not only provided similar care, but did so for about $1,500 a month less. It also provided daily transportation any day of the week, while Bickford only offers transportation on Monday and Wednesday, making it very difficult to schedule appointments/outings. When we gave notice of leaving less than a month after arriving. the director required a full 30-day notice, per contract. However, she also required payment not just for rent, but for all services, including television and communication pendant, even if we moved out and did not use the services. This is in spite of a contract that is vague but appears to differentiate between rent and service agreements. All in all, and in spite of some nice people who are employed there, and an activities director that does great work, we were glad to get away from a home that is focused on finances more than customer satisfaction, is not competitively priced, and needs better communication systems with agencies/families that partner with it.

The food at Plum Creek is terrible. The building itself looks dated but it is kept clean. The furnishings look like they are from the late 80's or early 90's. I do not feel the services that we thought were going to be provided are being followed through. They seem to be understaffed and the care staff is helping in the kitchen. My family looked at this community for me and if I had seen it first I would not have moved her in.

It was great at first but slowly going down in my opinion

Not bad place

If you or your loved one is independent and in tip-top health, this might be the place for you. However, if you have health issues, do not expect that there will actually be a nurse handy in the event of an emergency because there will not be. There is no plan for an emergency medical situation except call 911. The management team is all about assessing what residents needs and making sure they are charged accordingly. Actually providing the expensive levels of service is a hit and miss proposition as the staff is poorly trained and motivated so only those with a vocation and love for seniors work.

My mom has been in Cimarron Place for several months. Most of the staff is very warm & compassionate. There are varied activities for the seniors and the food service is adequate. And that is the limit of the good things I can say about this place! This is NOT a full service assisted living facility! They have no transportation or licensed driver to take seniors to doctor appointments. If they do call a transport company, the senior must pay extra! I lot of the contract with my father was verbal, now that he is dead, they refuse to honor the verbal contract. I have asked for additional assistance for my disabled mom when my dad died. They said they would give her additional assistance but would not charge her and then continue to charge the full rent they charged when my father was alive. And this would have been an acceptable arrangement, however, every time I ask them to assist my mom, they tell me she doesn't pay for additional assistance! I live 5.5 hours away and can't be there 24/7 to help her and she is disabled and has some memory lapses. She has many medical issues and the medical technicians are not authorized to handle many of her daily medical needs and home health has only been authorized to visit once a week. I am moving her very soon to a "full service" assisted living nearer to my home! This situation has added additional stress for my mom & myself on top dealing with the death of a loved one, the legal & financial stress of loosing a loved one. I do not recommend this facility if your senior needs a lot of medical assistance or physical assistance or transportation to doctor appointments or to get supplies.

This place is under fairly new management so hope it will become the vision expressed; contact person helpful & professional but dealing with an old, outdated facility that smells throughout (need to rip up carpet & start over); met many of the staff up front so that can be good to see who would be serving my mom but a little overwhelming also; they have the right idea but just need time to get the facility up to par...

They do not have consistent staff, there are a lot of agency staff and very few regular staff members so they do not get to know the residents and vice versa. The staff used for medication management are not trained well enough. There is also no RN to make critical decisions. He did not get the care that we were contracted for. It was a not a good experience for us.

My mother resides at this residence for a year and a half. The rooms are spacious with large windows and the dining area is attractive with fresh flowers on a regular basis. A lot of the aides are lovely and enjoy working with the elderly. About 20% are uncaring, lazy and unsympathetic. To the point of putting the residents at risk. This has happened to my mother on more than one occasion. Even when I filed a complaint those aides continued their employment. They don’t care about excellence, just numbers ( which are also lacking) The executive director stays in his office and only knows the residents on paper or he deals with their families. He is never seen with residents except on promotional videos and commercials. In fact when my mother passed away, we got many condolences from aides, therapists and other residents but none from the administration. No card, no call, no email. They are primarily concerned about re filling the rooms. Also, when the cost and level of care rises, the actual level of care remains the same which is not initially explained to the residents and their families. Even the aides have no idea what level of care each resident is on. If you have a loved one that doesn’t have great needs and can get around on their own, it might be a pick for you. Otherwise, I don’t recommend this place.

We were disappointed with the care we were promised and expected. We had multiple issues and instead of open and honest transparency to address or resolve the issues, we got just the opposite. We just felt like the staff do not respect the tenants or treat them appropriately and do not follow the orders or plan of care and services we pay for.

Spent more time trying to look like they cared for the resident then they actually did. The staff all carried their phones. One time I went to ask a question and the man wouldn't even look up at me until he stopped reading his text. Needed to forget the table clothes and just clean up the tables, they were always sticky after they removed the wrinkled table clothes! Should use disinfectant when washing the clothing. The detergent dispencer is a joke. This is not the staffs fault! However, I found a child's bikin swim suit top attached to my family members laundry. I felt like the night shift staff must be bringing in their laundry from home. When my parent had a infection they didn't make time to even get the required urin sample by the DR.... after a week ,we had to get it our selves and then give it to the staff. When riding in the elevator you seem to look down and the area around the doors was alway filled with dirt and grim. It needes to be vacuumed and wiped out on a regular bases. We saw a staff member pick up a patient buy holding on to their underpants! Appalling! Saw many, many people fall and they acted like that wasn't a big deal. They would lay them on the floor and acted like that was o and normal. Some of the staff seemed nice but they need more training and accountability.

We have moved my mother to a much better assisted living facility. The director was a very staunch all business person. She was not suited for the position at all. The nurse dropped the ball constantly and was not approachable when we needed answers or asked about my mothers care. The food was not good according to my mother. It seemed as though some of the aids were not happy with their job so they were not caring and helpful. The only person that was helpful, caring and really dedicated to helping seniors was [Name removed] the receptionist. She was doing everything all over for everyone. I could see she was overwhelmed. So when my mother got sick with pneumonia because the nurse was not paying her any attention I took her to the emergency. $75000.00 later she has finally recovered. We thought we were going to loose her for sure. While she was in a rehab facility we learned that the nurse and director had quit ! Her six month experience was not very good. The rehab facility recommended Brentwood Park Assisted Living in Franklin Wi and it is wonderful. A huge improvement. And most importantly my mother is healthy and happy with helpful caring people that are cheerful.

My Mother has been a Resident at Bickford Senior Living for over a year. They always seem to be short of staff (especially on weekends). The meals are sometimes good and a lot of times bad. They offer substitutes on the menu but they are frequently not available. There is a lot of times when no one from the administration is on the property. This seems to be the case on weekends. It does not do any good to call their corporate offices--they do not return your call. I would look at other facilities before placing a loved-one here!

The staff here are nice and knowledgeable, but there are not many activities or engagement for the residents. A calendar is published, but they don't really do the things on it.

Mom was here for 1 year 8 months I wish I could recommend but sadly they deceived me for the entire time indicating oh yes we are getting approved for medicaid as moms money was going fast finally after all her money was gone told me the truth never will they be taking medicaid . As time went on the place got very unclean and all kinds of building issues water coming in the roof. I would never recommend this place, mom did become fond of the CNAs though.

Not a good experience. Assessment was poorly done. He was placed in the wrong care unit. Not enough workers to help him. No notification on a drug change, which was the reason we left after 7 days.

My parent lived at Plum Creek Place, and I feel it’s important to share our experience so other families can make informed decisions. One of the main reasons we chose this community was the Administrator at the time. She was truly dedicated, caring, and created a positive environment for the residents. Unfortunately, after she was forced out under questionable circumstances, the quality of care and overall atmosphere declined rapidly. I personally overheard caregivers joking in the hallway about working together to get her fired by making false claims. They even commented that the new regional manager “believes anything.” Along side her,, many of the best caregivers including the nurse, have left. The decline has been obvious. Tennants have left, my parent’s friends are looking for other placement, and major issues have gone unresolved.• The hot water was out over a week •A bed bug infestation occurred, we as family, never notified I hope this helps future families better decide .

Me and my wife were thinking about moving a loved one into this facility but decided not to because our first interaction with the facility staff was less than pleasant. It took nearly 15 minutes for someone to answer the door and when we asked about pricing and the process the lady we spoke with said it wasn’t her job and we would need to come back when management was there. My wife asked to speak to an RN present and was given the answer the facility does not employ RNs and the only nurse on staff was an LVN and she did not work on the weekends or holidays. While conversing with this young lady there was a patient in the dining area yelling out for help and looked as though she was going to fall out of her wheelchair. When we pointed it out to the attendant she told us the patient always does that and she couldn’t help her until her “partner “ was back from her lunch break. Staff was rude and not helpful. Very unsafe and an unpleasant odor.