American House

The nurse that performed the assessment to see if my mother in law was appropriate for the facility, was inaccurate with the assessment. We were given a lot of empty promises that they did not fulfill. Which in the end resulted in my mother in law being asked to leave because they couldn't provide the level of care that she needed.

Very high pressure to get me to sign my sister up. They came to ER w/contract & I felt pressured to sign or she wouldn't have a place to stay. They offered no move in fee & 3 free months. I signed in the ER entrance. Then after my sister's PT at a facility she didn't want to go. So, I told them & they said she would be charged a pro-rated fee even though she never moved in. I haven't seen a bill nor has any money been removed from my sister's account. I'm not happy about all of this.

The initial feeling on entering is one of safety and security quickly followed by warmth, friendliness and caring. The staff is eager to help solve any problem and will go out of their way to solve it.

So far things are not as they were described during the tour and first meeting when signing papers. It appears most staff is new (even management) and still in training or getting adjusted to their roles. While we understand it is new, the misinformation and delay in things has caused high stress and anxiety for my elderly parents in this big change for them. I will say the cleanliness of the facility is top notch as is the friendliness of the staff. We are hopeful that the next few weeks will bring more consistency to their roles leading to more streamlined and less stressful days.

Clinical care non existent. If resident falls they will not assist them up they call 911. I personally lifted my mother up and they would not assist. Only use this facility if the resident is totally capable of all ADLs. In other words they are residential, not assisted living. Food is fair. Activities were not quality and not close to what [name removed] provided.

I would give them a two overall only because there was so little to do there was no communication between patients. They just needed more activity for the patients that's all. Pretty much. They also had several activities planned for the patients, but mostly they were all canceled with no notice. The food was OK, but not on the best side.

There are better facilities for the money. Maybe even tire commend the other American House facilities in Riverview or Taylor. The Medical Team at Southgate needs better management and probably over haul. Plenty of misses with the care. Food is honestly basic at best. The facility needs a face lift. Carpets are dirty/stained in the common areas

We constantly have a problem with them keeping a good supply of toilet paper on hand. The service in the dining room is awful! Sometimes the patients have to wait on food for 20-30 minutes after specified serving times. Often, the food is not good. If a patient calls for help with the necklace buzzer around their neck, it just goes on and on and on with no quick response. There is not a nurse onsite 24 hours.

I was not happy at all. The nursing staff was incompetent and did not give meds as ordered. Mostly, they just did not live up to the promises they made about the extent of care when we interviewed. They may be better now. I understand they were closed down for a period just after we left because of an out break of bed bugs. I heard they were under new management now.

He fell twice and had to go to the ER. Reeked of urine. Looked like they didn't shave him for a week. Don't place him there. Find a different facility.

Not enough staff and the administration doesn't seem to care that they're short-staffed, which is dangerous for your clients

Some staff members were very compassionate. Others were the complete opposite. All individuals in the prior administration were intentionally unhelpful. My relative was not able to advocate for himself, and it was not a good place for him. For a person who just needs a low level of assistance and is able to advocate for themselves, it would be ok. I hope the new administration assesses the staff carefully and retains the ones who are extremely caring and skilled at their jobs and has the others leave because they have no business working in the field.

There are some genuinely good people working there, however, there is a lot of improvement needed. I think they are working on it. I would not recommend them until some improvements are made.

Some of the staff need to take classes on how to be compassionate when a loved one is dying. Hospice staff were great. Not the facility staff. Sadly, this is not a place I would recommend.

Town and Country is a hot mess and I am becoming sorry that I chose it for my mom. Inconsistency with communication concerning services that were promised prior to move in then changed once Mom moved in. It seems to depend on who you talk to at any given moment. Definitely a lack of communication between administration, health services, sales, and transportation as these people seem to float between multiple facilities. The friendliness and sense of caring that was exhibited prior to moving in disappeared shortly after Mom moved in. Seems more like a warehouse than a home.

Originally they were good . However, they moved due to lower standards and higher costs. It's not worth it.

Check it out carefully before committing to transferring there. There are many hidden costs that we are not told about at upon enrolling The food was not that impressive. The activity was practically none. There’s no encouragement. They are to mingle with the other people that are there. All you do is walk the halls by yourself my cousin who was there was not impressed at all, and refused to stay longer than one month.

Housekeepers have to be asked to vacuum and clean the bathroom or they don't do it. Friendly staff. Not impressed with the care services, there appears to be no supervision checking to see how staff actually does their jobs. The dining is an exercise in patience, staff is very, very slow in getting meals out. I have eaten lunch several times and found that. Residents often have to wait 10 or 15 minutes before being served the first course. Meals often take over 1 hour because staff is so slow delivering food. I met with the manager and food service director this week to discuss this problem. Residents tell me they met with management about the problem once already but it has NOT improved. Daily reminders of what is happening in regards to the activities would be helpful. Very expensive for the quality of what we have experienced.

The cleanliness and friendliness of the staff is phenomenal. Food selection was not as promised and rarely ever matched what was on the published menu. They said their policy was to "lay eyes" on dad every 2 hours every day, but that did not happen with any regularity. He often missed meals or events because he was asleep in his room and no one came to remind him. I don't believe it's because they didn't care, they love him, but they don't seem to have enough staff consistently to cover the events and procedures promised. Scheduled events are often cancelled or cut short due to staffing issues. Weekend events never happen. We have spent several hours there on weekend days and not a staff member in sight, no activities that are listed on the calendar, no one at the desk or office. They have a beautiful chapel and we were told there were several different types of services to choose from (catholic, Baptist, Methodist, etc) but when we went to look for them the nurse on duty said they don't do those anymore. Just didn't live up to our expectations from what we were told when moving dad in.

Overall...The grounds and home is nice but my parents have had several issues with the villa. The experience would have been better without the high increase in rent, the difficulties with a parking space and a $50 cost to pay rent with a check. The free WIFI is troublesome and to date they have not had WIFI for 3 weeks. One of the amenities was to have a weekly housekeeper. They stop coming and the few times they did, the service was subpar. The showers needed extreme cleaning and vents were extremely dusty. My mom ended up cleaning the showers and some of the vents. When mom complained someone came and cleaned some if the vents. They have an ant infestation. Several attempts were made but no success in eliminating the problem. Overall staff is friendly but not successful in effectively solving my parents issues. They are in independent villa. However, when their pull string was activated help came quickly. We appreciated that and was impressed by their haste. They never dined. They did not participate in activities. They do not feel the cost v value is not there. Living in the independent villa and paying nearly $[removed] and having all the aforementioned issues, it definitely is not worth it. To this end, they are currently actively looking to move asap.