Chapters Living

Don't go there, the people are very dishonest. The place needs a lot of major updates. Wish I never came here.

1. There was not a direct line to memory care. I lived 2 hours away and i couldn't just call to see how my dad was doing. I had to leave a message and wait for someone to return my call. I waited 3 days one time. 2. His room was not kept very clean. 3. The employees were not very personable and so I have to wonder what they were like to the patients when I wasn't there. 4. My dad had been sent to the ER because he became combative. He was diagnosed with pneumonia at the ER. He didn't survive the illness. When I returned to move him out, not one employee spoke to me. No one asked me what I was doing, how was my dad, or if they knew he had passed they didn't ask me how I was. They didn't not speak to me. Which quite honestly that was not so unusual so I guess I should not be surprised. -I would not recommend this location but I can only speak about memory care. It breaks my heart to think about all of this again!!!

I felt like they continually lied. They were not attentive to the residents. They herded them into a tv room and all the employees spent most of their time on their phones. Not much interaction at all except for herding them to dinner. No activities for residents and I never saw outside churches or singing.

They did not respond when people fell. One of the women's they said that one of the employees was coming into her room at night and getting in the bed with her. The food was not good. She moved out because it was not a good experience.

Haven't eaten meals in several days due to immature and poor wait staff. Two individuals in particular. The femalev COOK is always combative. Children wait staff constantly complaining to the "cook" who serves greasy eggs with burnt rings on them. Something that I have NEVER seen in a professional dining situation in my life and I have traveled the world for over a decade and a half. Wait staff Child complains about anything you say or request and the female wildebeast cook comes from the back to talk to you like you don't know what you are seeing on your plate and condoning the behavior of the child wait staff. They don't offer a large enough variety for vegetarian people. They refuse to accommodate vegan eaters. OVER ALL: This place is unprofessional and poorly managed and they do not have any social workers on staff. If you don't have family involved, you will need to contact the state and they don't respond either.

It was a horrible experience. 1 across the board for Mallard Cove. Mallard Cove can work on their honesty and communication

What they could improve on would be - Honesty, compassion, and prompt care

I would not recommend this facility. They never really engage the residents in activities. Residents are just put in a tv room. I'm unsure if they are actually really checked on during the day or night.

"Awful"

Mom has Alzheimer's. The Director of Sales (not sure if that title is correct) was new at the time, and she assured us that they were qualified to care for Alzheimer's residents, and there were activities throughout the day that they could involve her in. Five days after Mom moved in, we got a call from the Director of Admissions saying they were not qualified to care for Alzheimer's residents and we had two weeks to move her to a different facility. They did not involve her in activities throut the day, and one nurse even told us that Mom just stayed by the front door all day. After we moved Mom, we requested a refund from Heritage Village for the balance of the month. By then there was also a new Director of Admissions. We were told we had to contact the national office. Finally, six months later, we got our refund. Because there was so much turnover in staff, we did not have a good experience with Heritage Village. I hope they have improved since then. The only other thing I can think of to add is that while Mom was there, they had to treat the room next to her for bedbugs, but I know from my interviews with other facilities that bedbugs could show up at any facility.

My husband didn't get good care. The whole thing was a sham costing many thousands. No real care. He was healthy when entering and died after after hospitalization 5 weeks later. There are no trained caregivers. There was no offer of water or group activity. One person put her feet up and scrolled on her phone. She had just been asked to work a double shift and was the only caregiver around.

That place was horrible! They had no emergency devices for patients to call the nurse. They were there but they were in operable. My mom was there for two weeks before we moved her to her house because she was getting horrible care forced to sit in a large cold room with every other patient in the place staring at one TV show not of her choice. Meanwhile they couldn't get any cable in her room for the entire two weeks enter calls for assistance and answered. To top that they recommended hospice was absolutely atrocious! Within two weeks of mom going home these women were threatening to force my father to send my mom back to known memory care Saying that he wasn't caring for her properly. They were promptly fired and green country hospice was hired who are absolutely amazing! Zero isn't an option eh? The facility is fine itself as far as the staff who clean and help. The admin is scammy. We felt like their recommended hospice was basically trying to scam us into taking her back there because dads care was better than most would do. The lack of emergency call equipment and moving all patients into one cold community room so they could be watched easier than being in their rooms is just wrong. Mom was introverted and didn't like that at all. They are more there for themselves than the patients. And that's not the caregivers it's the admin making those decisions. So give it a 1.

Overall experience was just bad after we met and toured the facility they had management changes. When my mother moved in her rent amount was changed, we were unable to reach the facility to pay down payment and it ran into another month in which we had to pay for a month and half due to their unavailability. We paid it because That was the place she wanted to be. A few months in another management change and different and care expenses was changed every month my Mom rent was different, finally in November I was able to talk with someone and we finally got a set rate again very costly but again we paid because my Mom wants to be there. This Mother's Day I go to visit my Mom she's sitting in dining room with no clothes on and no addressed the problem, instead they call stating she needed to be moved to lock unit for more oversight. The place just not how it use to be I have put back in place someone there daily different hours to assure she's ok. I'm in process looking into another place.

I would never recommend this facility! The meals looked terrible and they sent my dad to Freeman Hospital because (in my opinion) they didn't want to mess with him. Freeman Hospital told me that he was healthy, but has dementia. I would never recommend this facility to others.

If the staff implies that Kingsland Walk provides skilled nursing, they are misleading you. The needs of our friend were made very, very clear and Kingsland agreed to accept her. That decision was unethical and cost my friend a lot of money. We made it clear that our friend required a Hoyer lift. We got her transferred...no Hoyer lift in the building. We bought one. They told us that until the staff was trained on the Hoyer, we had to provide 24-hr supervision for our friend. They suggested a nurse's aid. It cost a fortune before we were able to transfer her back to her skilled nursing facility.

If you really love your family member you will not place them here, they do not take care of residents well here, my dad died here and he died with 8 bedsores, had I known his care wasn’t going to be better I would not have placed him here, I’ve reported them to the state of Illinois, so look at other facilities don’t put them here

We did not have a good experience with Wickshire. Lots of communication breakdown. They told us that they sent the paperwork to the doctors office at the beginning of January yet I had to reach out towards the end of January to figure out where we were with all of that. That is the same day that her doctor office said they received the papers for the first time. They have been trying to charge us for the entirety of January February and March. She passed away [date removed] after only being in there for just over 24 hours yet they are trying to charge us for 3 full months. She was to have a shared room when we showed up to move her in that room was being used as a private and we had to wait for them to arrange it so that we could move her in. We have email communication with one of the directors with the date that we were moving her in which he told the office it would be The next day even though we specifically put a date on it. While moving her in, no one even talked to us. we have not been happy and just got a bill from Wickshire for over [fee removed]..

The community is very short staffed; however, we realize a lot of places are. The staff they do have wear many hats. I would recommend you not wasting your time coming to the community. We have been very unhappy here. We have tried to address our concerns with management and the management team hasn't tried to resolve our issues for us. The management hasn't even gotten back to us about the concerns. During the tour we let the tour guide know that we had dietary restriction needs, and we were told that the community would work with us on this. The food in general hasn't been good. I don't believe the community has a dietitian on site. Some of the meals are high in carbs. There is a menu that the community will send out and there are times that the menu hasn't shown up yet and it is mid-day. The meals aren't served at consistent times for the residents.

DO NOT SEND YOUR LOVED ONES HERE! This place has a new director who does not care about residents, employees, safety, or basic human decency! My mom would go hours without begin changed or turned (despite family and friends being with her around the clock, requesting said care! Her palliative meds to keep her comfortable were given HOURS late sometimes, again despite multiple requests from family and friends! The director blatantly disregards voiced concerns for safety and well being- even firing the few GOOD staff - for bringing negligence to her attention, they frequently go weeks without a nurse on staff (illegal, point blank) causing medications to be withheld and hospice orders to be ignored for days. Cannot keep any staff longer than a few days to weeks due to poor working environment. This place is GROSSLY NEGLIGENT, UNSAFE, and inhumane!

It was one of the worst decisions our family could of ever made, they did not meet any expectations. The friendliness of the staff was one of the reason we picked this community but once we moved out loved one in it was a completely different story.