Brookdale

Administration very kind and community oriented. But we’re we’re sort of lead to believe this would work for someone cognitively ok and needing a social atmosphere to go along with that but in need of rehab. Didn’t work out. The CNAs were not really willing to work with rehab services to assist in allowing resident to work on well -“rehabbing” during ADLs etc. They had no patience at all-and to be fair -they probably didn’t sign up for that level of care. So many things went wrong that we moved to a nursing home. Not ideal mentally and emotionally but safer and more equipped physically to be sure. Also, Medicare considers this type of place to be a “home” so beware when rehab services are needed. They will be very limited. BUT after all that if you are strictly looking for assisted living for fairly independent person they are probably the best place in the area.

Overall the feedback I would have to give is not favorable. The frontline staff do a good job but the administration leaves a lot to be desired. We never had monthly care team meetings, only phone calls when there was an issue. They were not always quick to return calls and their business office person never did respond to repeated voice mails and emails. My aunt died on [date removed] and to my knowledge no one from their administration has called or sent a card to express their sympathy. Would I recommend Brookdale to a friend as a possible long-term care option for their loved one? No I would not. Always found the facility to be clean. No major issues. Felt that overall, the staff were friendly. Whether it was the receptionist or those on the memory care unit. I am not sure I can adequately speak to the care services because Brookdale never held monthly care meetings. They only contacted us when there was a problem. To me, that was a problem. My aunt never complained about the food but she had Alzheimer's and don't know that she would have. I think this was an area where they seemed to do well early on. They used to send regular pictures of my aunt engaging in various activities. Compared to other facilities Brookdale does seem to be a lot less money and probably a decent value for the cost.

Overall it wasn't good. Partly because of aides with him 24 hr hired by agency recommended by Brookdale.

Short staffed. Director is not responsive to questions or problems.

Staff is very caring and kind for the majority, but now appears the facility is short staffed. Activities are not very exciting and often are canceled or just not happening -with out notice. Housekeeping is done minimally once a week and unless Brookdale has your resident on their shower assist then laundry often is overlooked. The food is not very exciting most often and seems to be the cheapest choices. Scheduling Transportation is not the most reliable and one can not go with or send a caregiver with the resident. I would not recommend this facility unless you provide your loved one extra assistance and support. Also the billing is vague and gives very little indication of what the charges are, which is a frequent stressor.

My rating is 2.5: In addition to all the issues shared in this survey, I was dumbfounded that their primary phone number was not in service. I was advised by staff that it had been out of service for a long time. Families who may not have been provided a cell phone number for staff as an alternate contact could not reach their loved ones. This is absolutely abysmal business practices. It took me no less than three months to finally get Brookdale to get me a correct invoice that reflects the correct, lower amount. I am a retired insurance executive and my job required that I understand how to read and write contracts and even I had to ask questions on how to interpret a few clauses and exhibits in the contract. The question I asked myself after going through this horrid ordeal was; "how many elderly spouses who had to place their wife or husband in that facility would actually know how to confirm that the amount they were billed is correct and simply paid an overly inflated billing. Brookdale blamed all of it on a system problem so I'm wondering how long that had been going on and how many families were ripped off before I rejected the first invoice. I was firm in my response that I would not remit any funds until they sent me an accurate invoice. Apparently, they weren't too interested in getting their money because it took them forever and a day to get the mess straightened out. For clarification, invoices are not generated by the corporate office but rather the Goodlettesville facility. At one point, I received a call from Brookdale corporate office telling me I was very delinquent in paying my sister's billings. At this point I was beyond frustrated with Brookdale and was not too kind in my response. I explained that if the corporate office wanted the overdue rent and care costs, they should contact the Goodlettesville facility and ask them why it is taking months to fix their systems. At that time my sister was paying almost [fee removed] a month and as her POA, I darn well expect an accurate invoice. I worked in the service industry for 50 years and had a staff reporting to me for most of those years, including accounts receivable; and I would not have tolerated such incompetence. Thank goodness, I have not had any problems once they corrected their systems. 2. Cleanliness. To say that the housekeeping in this facility is less than desirable would be an understatement. My niece visits at least once a week and sometimes more. It is rare, if ever that she has not had to do the housekeeping. She has had to vacuum multiple times, including on days they had already cleaned but did not vacuum. Many times she had to clean a filthy toilet bowl with feces all over the toilet and even on the wall next to the toilet. She purchased a different raised toilet seat to remedy the most serious problem but the toilet bowl, at times, still needs a good cleaning. My niece did this of her own volition and despite the frequency of this problem, Brookdale never contacted any of us to buy a raised toilet seat with no space between the seat and toilet. They also make the bed haphazardly without tucking in the sheets. My niece and I have had to remake her bed almost every time we visit. Just to clarify, the facility lobby and common areas are nice and clean so this is a tenant apartment problem only. Lastly, the facility has lost more than a few articles of clothing. I realize through experience with my elderly mother that this is a common thing in most memory care and assisted living facilities, despite name labels on clothing; however, this facility has very few residents so you would think this would not be a common occurrence. 3. Friendliness of staff. I must admit that every employee my niece and I have been courteous and friendly. They have all been very sweet and kind to my sister, [name removed] All are very likeable, however, that doesn't mitigate the numerous issues we have with this particular facility. 4. Quality of care Staffing shortage has been a chronic problem. It's like a revolving door. Things requested by family are not always addressed in a timely manner by staff. The one thing staff has been really good about is calling me on the few times when [name removed] has fallen. She has a terrible neurological condition that puts her at great risk of falling so this should not be interpreted as Brookdale being responsible in any way. 5. Meals/Dining Alternative meals are extremely limited when the main course is not desired. [name removed] has eaten grilled cheese way too many times. 6. Activities There are no outside activities offered at this facility and there are no "daily" exercise classes to help residence with general activity to keep them active and mobile. 7. Value for Cost [name removed] rent increased by over [fee removed]for so called standard of living increase and she was several months shy of being a resident for a full year. Even without the [fee removed] increase and all things considered, the value for cost is just not acceptable on any level. The facility has been given notice that we will be moving [name removed] will be vacating her apartment on [date removed removed]. Her son and daughter in law, [name removed], are remodeling their home to accommodate her disabilities and will be [name removed] permanent guardians and POA agents.

The staff they have were mostly helpful. Just not enough staff. Slow to respond to requests. The food definitely needed an upgrade.

We did not have a good experience at Brookdale Crown Point. Some of the caregivers were lovely -But in the end, they did not follow hospice orders and my Dad was taken to the ER twice. He was also accused of sexually assaulting a patient which later panned out to be false. We had to pay extra to have 24 coverage for him. We were never reimbursed. The day of his death the purser was harassing us for payment.

Definitely need more staff. And better accountability!!The people caregivers were great. The PA not so much. I had to clean up my husband's room many times.

Moving into Brookdale was a entire new way of living for my Aunt. She had been on her own for over 40 yrs. She was a bit more nervous than excited only because it was all brand new to her. Just after being there a few weeks she had a couple assisted living associates start bullying her instead of reaching out and helping her, as they were supposed to do. I brought this up to management several times and was informed that they were looking into it. Several gals employed by Brookdale to take care of residents there, were actually showing up to help her and instead they would call her ugly names and give her a hard time. No one would believe a 98 yr old woman, so they kept doing it for several more weeks, with no management stepping in. Her last few weeks here, were tormented by a few staff members, which is just so very wrong ! Brookdale dropped the ball BIG time. They should've stepped up and addressed this issue, which they did NOT ! No one should be treated that poorly....

My loved one was previously a resident at Brookdale Courtyard Puyallup and the overall experience at this facility was poor. The cleanliness, friendliness and meals were great. However, the care services were poor and the staff was just okay. The value for cost was terrible. Their system capturing additional services is not accountable nor supervised.

The entire front office quit or was fired in one week, except the sales woman. The RN was overworked and didn't reply to our inquiry's. They need more staffing for cna's. Our father had to fight to get a bath once every 10 days. The food was real bad. The cost suddenly accelerated with zero explanation. I would beware and seek elsewhere. The Interim director blamed problems on " people not wanting to work" and folks being able to " make more at Burger King. " When I suggest perhaps he should increase the pay, he seemed confused. The cna's worked hard, but there wasn't enough of them.

My loved one was briefly a resident at Brookdale Mount Vernon Drive. He was there for a very short time and it was a horrible experience. Based on our experience, I would not recommend Brookdale Mount Vernon Drive to anyone.

Brookdale Hampton Cove needs a larger staff to be able to adequately care for the residents who live at this facility. Based on our experience with Brookdale Hampton Cove, I would NOT recommend this facility to others.

Comment as to why I gave them bad ratings- I believe they said they could take care of my aunt when she was actually beyond their capabilities. They charged her a [fee removed] community fee which they originally said it was a security deposit and when I asked for it back they said " oh no that was a non-refundable community fee " . On top of the expensive stay. She was in the hospital for about half of her 3 months stay there which they said I still had to pay the full amount. [name removed] did like the food and activities while she was there. But I feel like they ripped us off for several thousand dollars at least. I feel like there needs to be some government regulation to keep them from just taking money from the elderly. I would not recommend Brookdale at all. They get a 1 for honesty!

The only area I had issues with was value and cost. They told me if I signed up for renting for a month and she left after 2 weeks I'd get 50% back but I didn't. They tried to force her to stay a month but I told her she could leave after 2 weeks and so she did.

They are under new management now so things have improved. In the beginning everything they told us was a lie. That manager got caught with her "hands in the till" and was fired. New management is trying to improve things. There have been great activities for the residents and the time they answer the call button is better.

My experience with Brookdale Highland has not been good. They lack staff. It is an extremely poor value for the money. Cleanliness is just ok-my loved one was there 30 days before they changed the sheets and swept the floor. My loved one needed assistance and pulled the call button; it took 20 minutes for anyone to come. I am currently seeking some where else to move my loved one.

I agree with the review from March 2024. Some of the caregivers are wonderful and hard-working and doing a difficult job to the best of their abilities. Some of the staff spend too much time on their phones and not enough time caring for the residents. Staff seem to disappear after dinner and are hard to find. The activity director really does a lot to try and schedule activities and they do have some great music programs. I agree, old building and technology. Many new facilities have cameras to ensure resident safety and to monitor staff behavior. I'm not sure if this facility has any cameras. Staffing appears to be kept to the minimum, although more staff are really needed and residents are paying a lot of money. There are a few staff who are not patient with residents and really shouldn't be working in senior living and I agree with the other review on this statement also.

Although food preparation is not consistent there is plenty of delicious food. They really need to improve on their vegetable preparation.