Provision Living

The director is not very good with communication. We were supposed to have a conference call this week and she never called me. Some everyday staff are friendly and some are not very attentive to my mom and her needs. They seem to be understaffed of qualified people and I would not recommend after our experience. For the price, I expected more.

They seem to be understaffed. The staff that is there is generally friendly and kind. They try to have a lot of fun activities for the residents. They do run out of food items and the dining situation seems to be a weakness.

Selection of activities are disappointing. Most members don't participate. Often activities are canceled. Doesn't seem to be much resident interaction among themselves. Seems to be a high turnover of staff. The laundry is great with no issues. The cleaning of the rooms is not on a regular schedule. Sometimes the rooms seem to not have been cleaned in over a week. Often the dining room is short staffed, they seem to run out of certain menu items frequently.

The facility itself is very nice, it is beautiful and clean and he really likes the food. They are using a lot of temporary agencies, that makes up about 50% of the staff. They do not know any of my husbands needs and they do not even know who I am when I am there everyday. They have lost so many items of ours and people have stolen food out of his room. We were told the rent would only go up a certain percentage and it went up above that percentage too so I felt I was lied to. The billing department has been awful and does not respond. I am very unhappy right now and I would not recommend them to others.

This facility was recently purchased by Provision Living and rebranded from [community removed] to Kinwell. [community removed] was outstanding for my mother-in-law and my mother. Provision Living cut staff and raised rates. Service has deteriorated significantly. I will be moving my mother if things don't improve quickly.

We thought this beautiful facility was a great place for our mom. The memory care floor is secure and attractive. However after 22 month fighting for her to have decent care we gave up. Maybe the change in ownership will make it better but we were done....constant complaints about cold or tasteless food. Little to no activities for those in memory care, constantly changing staff and often understaffed. Hygiene assistance was non existent...sometime weeks between showers or change of clothing. Call buttons that never worked. Her room seldom got cleaned, recently her toilet overflowed and it took 3 days to get the bathroom cleaned up! Be very aware that what they advertise is not what happens...someone from our family was there everyday and much was still very neglected!

The food is terrible for memory care residents. Had a bad incident with my husband’s toe. Was really infected and they didn’t let me know until a week later. Had to take him to Emergency room and he was admitted to hospital for antibiotic drips.

The apartment is the experience's highlight—it is beautiful and roomy. Overall, the Grande is beautiful, too. The activities are good, and my loved one loves most of them. The present leadership is friendly, qualified, and concerned about the residents. However, the Grande had significantly declined before our arrival, and it is obvious that they are struggling to turn things around, no matter their efforts. There is constant turnover within the care team, and there seems to be a lack of training and qualifications for the job. Most of the staff interacting with the residents within their living spaces struggle to show even the standard decorum and ethics expected in the healthcare industry. Not all, but most are extremely unfriendly, opinionated, forceful, and full of excuses for not performing the basic duties expected in an assisted living environment. My loved one has even felt threatened several times. Not a day goes by that my loved one does not vehemently complain about the food being cold, tasteless, and “odd,” and that they are always out of the “always on the menu” items. Several things, like the food, the response time to pushing the pendant and calling for assistance, and the quality of the staff, was misrepresented when we investigated the Grande. The distribution of medications has been abysmal, as has hygiene care, especially showering and bathing, having adequate staff levels, and housekeeping keeping the living spaces clean. All are still lacking, but getting somewhat better. I would not recommend the Grande; my heart breaks for my loved one, and I am actively researching our options. I would not have given the Grande a second look if I knew what I know now. Things are improving; however, the improvement is too slow.

Staff not attentive. Missed little things, and took way too long lot fix when multiple outages of hot water. Would avoid and would not recommend.

I would not recommend this facility to new families. My mother-in-law doesn't want to move because she likes her room. There have been times when the doctors have prescribed eye drops. It took them more than a month to get the eye drops to her. The staff are constantly on their phones. Turn over of employees is insane. What the staff said when we toured and what happens there are two different things. Also things have gone missing from her room and haven't been found.

It took over an hour to get dinner sitting in their dining room. Worst managed place I've ever seen. And I didn't authorize them to charge my card I was supposed to write them a check but they never asked for the check so they took the card money. I was so angry. And my dad has passed back in [month removed] I have called them repeatedly they won't return my calls they did nothing to help

The Grande has been disappointing in many ways. The care in Lilac Trace which is the memory care unit is not sufficient. Our mother is rarely given a shower nor does anyone help her at bedtime or in the morning with getting dressed. She usually wears the same clothes for days or longer. If she has an accident in her room or bathroom it can take days before it is cleaned up. Therefore leaving fesses on the floor and on her chair, bedding, etc. We were told that an aid would check on the residents every two hours. The only time an aid or nurse comes into her studio is when it is mealtime or to distribute her medicine. No one checks on her after the evening meds are dispensed. We have installed a camera which has given us a little peace of mind. You will start paying as soon as you sign the contract so don’t sign until the you move in. Your deposit check will not be returned but used for the days before you move in. It is pretty, food is good, there are a few good staff members.

Improvement areas are responsiveness and care employee attitudes. There is zero clinical backup during the night to assess when urgent needs to escalate care arise. Patients should not have to writhe in pain during the night and have to call family in the morning, who then have to call an ambulance.

My loved one was previously a resident at The Grande at Laumeier Park and overall, our experience with this facility was very poor. Based on our experience, I would not recommend this facility to others.

Whenever my mother was ill the staff didn't or couldn't handle her illness. Tests were continually delayed and treatments (meds) were delayed. Also, I found it almost impossible to speak with someone about Mom when I needed them. My calls were not returned. Her apartment was cleaned about every three weeks instead of the weekly cleaning promised. The common areas were very nice. Based off of our experience, I would not recommend them. They were fine when they were the [removed], but the new group just couldn't get their act together. Unfortunately, I attributed some of mom's declined to their lack of attention to her when she got ill.

Very nice facility itself. If you choose it don't expect good service and don't let them manage your medication.The facility was very nice. But he had lots of problems with staff management and his medication service prompting him to nit tho it it was worth the expense so he moved. He did enjoy the attention to veterans and he did say the residents there were great. But several had the same experience as him.

My number one concern for my loved one or anyone else's is that they're taken care of and not just left in their room. My loved one received very poor care here. I do know they have gone through a total leadership change that started in the time she was there. So I would recommend asking how well the new leadership is actually overseeing the caregiver staff. The caregivers were absolutely horrible for the most part, although there were a few diamonds. I loved the director of memory care, but she quit while we were there because of all the chaos that was going on. Until that caregiver team is worked out, it's just not a safe place for people who have a lot of physical needs to thrive. My loved one also had a bad experience with the food. When she would special order things, they wouldn't come, so she would go without eating. If The Sheridan did everything they said they were going to do, I would have had no issue with it. But we just had problems form the get-go, and they never got things in place. It was such a disappointment, especially after how highly they were recommended. The grounds and the facility are a beautiful setting, and they sell themselves very well. But it was all just smoke and mirrors.

My loved one was there for a very short stay because they simply were not able to provide the level of care that he needed or handle dementia-related behaviors. I think their heart was in the right place. They were just understaffed. And I'm not sure that the staff was well versed in how to take care of people with confusion and dementia. Memory care in that facility was a big overstatement.

Staff would play on phones. Sometimes not checking on her during shifts. Delays checking on health condition. Once delay on eye drops after they were prescribed it took many weeks to get them started. Personal items disappeared. Washing and cleaning wouldn't be done. One nightly medicine wasn't given.

I should also add that my mom has already been moved out of this facility. Resident safety/medication management- two of my mom's medications were changed without my knowledge including dosage of a sedative from once in the evening to 3x a day, after each meal. More activities and higher staff to resident ratios- wandering became a major issue for my mom to the point where we were asked to provide a private caregiver to prevent her from wandering. This was not financially feasible, so we moved her to a facility with constant activities and more staff. It's a much better fit for her and she not had the same issues since.