Ensign Services, Inc

I tried 3 times to phone a newly placed resident. They acted like they didn't even know who she was. The 3rd try, I said, "It appears no one knows where this resident is. Would someone please find her and offer assistance if needed." The staff member took my number and said the resident would phone me back. She did phone back about 5 minutes later.

Moved dad in last week due to fall risk and health issues needing skilled nursing assistance. Facility has failed to get into their system he is diabetic despite daily discussions, they lost his insulin, and had not checked blood sugar levels until I insistent last night. As expected they were high and as a result dad was very lethargic. When I came into the room his oxygen was blowing in his eyes, not in his nose and personal care items were not being addressed. To top it off, I found staff did not realize their dining tables were adjustable, so they could have easily enabled his wheel chair to fit under the table... how can a care facility not know that about their own site! Very frustrated with the lack of medical care.

The rooms were small and the lay out was not really comfortable. The kitchen was way too small. No counter space at all. It just felt unfinished.

Grounds not kept up. Very dated apartments. dark hallways. Laundry down the hall.

I was bothered by their set up for care givers. Apparently there are a few for each of their two buildings, but just one person is in charge of the building for activities, kitchen duties, etc. She wore many hats so to speak. Her attitude was fantastic and she seemed to really love what she was doing. This place is just not for us.

It’s better than what some people may have who live outside – which is why I gave it a two. I don’t think the staff is mean or anything like that. It’s a classic nursing home – that’s how it feels. Part of it is population – part of it is how they run things. It’s the only skilled nursing community in our town at this time.

I toured this location when I was looking into independent living. I wasn't a fan of this place, compared to others that I looked at. It was a bit too spread out for me, which would have caused me problems getting to and from things. The rooms were also smaller than what I was wanting.

The food wasn't very good here. I wasn't real happy with the care here either. I was a little disappointed. It was okay but I felt like I wasted a lot of time.

This facility doesn’t follow through with what they speak of they lie and cover up to protect themselves I have witnessed first hand residents almost getting hurt and they don’t even report it let alone they do not tell the family or Spouses anything that happens to them. All the facility wants is the money. The skilled long term care floor on the second floor gets neglected. They get ignored. When the residents reach out a fake front gets put on and then within a few weeks back to being neglected I’ve witnessed them firing several people due to the fact the really caring employees won’t lie for them. This building has lost a lot of employees with ACTUAL HEART! And the ones flooding the building lack it. The management team is not professional and they do not care for the residents like they are supposed to they don’t even interact with them. They do not do patient care half of the time they write up fake reports about things that they did but in reality they did Not Do. This facility was a 5 Star but once [name removed] and [name removed] started working there it no longer is 5 star I give it only 2 1/2. The 2 1/2 is for the actual employees that have heart.

Waited a few days in order to be calm and unbiased. Went to visit your facility. And encountered staff with very flat affect. Clearly not happy to be there and I felt I was a complete inconvenience. Person I visited stated this is the norm. One staff member in particular, [name removed]. Went thru alot of trouble to not make eye contact with my family member, wouldn't adress questions when asked them etc.... not impressed at all.

Dad is 103, and in poor health, he's been living in assisted living for nearly two years. the last 4 months have been plagued with understaffing, can never reach the nurse in charge, because their voicemail is full, the nurse is rarely there, I've only seen the nurse 3 times in the last 3 months, and I'm up visiting dad mornings, evenings, afternoons. last week there was a flu epidemic and after two days the quarantine was lifted and at least 4 more residents became ill (dad wasn't one of them) making 11 out of I believe 24 on the floor. When they first opened a little over two years ago, it was a great place, and dad actually wanted to live there. If our family would have known how far and fast care has fallen we most definitely would have gone elsewhere

My mother was in the 'skilled nursing' unit on the first floor so that she could have rehab for an injury. At first, I was impressed by the new construction, cleanliness, and the rehab staff. That staff is good! However, it quickly became apparent that the facility is very understaffed/undertrained in terms of floor nurses and aides. They are pleasant enough, but the staff let her sleep in her clothes for days because she forgot that she had pajamas in the drawer. No one was there to assist her getting undressed at night. In addition, if she ran out of clothes, they showered her and put dirty clothes back on her without calling me. Really?

Staff was not what we expected, care was not what we expected.

1) You ask for something , They say I’ll tell your nurse.. That happens over and over again. 2) pain management is awful. They wait for you to get crucial pain and don’t have any medicine to give you.. they fall behind hours before they’ll give you your medicine on time… 3) You have to wait hours until you get what you asked for..

They are not trained to assist with those that suffer from dementia. They have little patience for those that need extra care. Extra services that we were told they had changed after we moved our mother in.

This was the worst place for my son. No compassion to the patients. Please check elsewhere, my son died there the night after returning from K U Medical Center. I haven't heard from them since [name removed] died. They were not good at communicating they left phone calls unanswered. Please if you have a loved one consider other options.

It was great at first, and then it just went downhill from there. The elevators didn't work for over six months. People were stuck in their rooms. They had to be taking the food up to them. They close down half of the cafeteria. It was the worst experience, my mother-in-law and our family have ever had. I would not recommend Patriot Heights to anyone.

My Dad resided there starting in [date removed] and once it was turned over to Champions Healthcare Willowbrook, everything went south. The director is just appalling how she runs that place. Not safe for family members to reside at. Both skilled nursing and assisted living. People have left, people have passed and it’s been totally avoidable. The facility is run horribly. Negative stars!!!!!!’

Many of the staff are not professional. They gave my 86 year old mother someone else's meds because they didn't have hers yet. They wanted her to eat in the dining room with everyone else, even though she had just had shoulder replacement and couldn't even hold silverware yet (how embarrassing for her). They took over 30 minutes to bring an ice pack and never did fulfill a few other requests. They did not have any safety protocols (gait belt) for helping her to the bathroom. It was very noisy... not relaxing for a surgery recovery. They were not going to bring her food to her if I had not gone and checked on where it was. The social worker and one of the PT's were the only positives we encountered.

We moved out already. This is a great facility run by awful people at the top. Do not send anyone to this facility. When they took over from Brookdale, they fired nearly everyone. The residents made a mass exodus.