LCB Management

We moved my mother into the Keepsake Village, the dementia unit, about a year ago and will be moving her. There is a high staff turnover rate and many of the nurse assistants do not seem to have good training or experience in working with dementia. They often are short on staff and meal time can be chaotic. Some of the aides are wonderful but it is not consistent. The nurses are very good and the new director seems to be making good changes and there are more and better activities. Hopefully it is on a better track but we don't want to risk it. If you're parent or loved one is relatively capable then it is fine but if they require more care then I would suggest another facility.

I was able to take a tour of this community and was not impressed at all. All the residents at 3 pm were in there rooms and I did not see any staff doing anything. They did show me that they offered a lot of activities, but none of the aides were even out doing anything. That was the main reason we did not choose this place.

I am limited with what I can say regarding this facility. The facility is clean and well kept. I thought the food was acceptable. We felt that it would be a good match because all the staff were very welcoming and friendly and assured us that my mother would get the very best of care. My mother died after 5 days in the facility. We placed her there on a Sunday and she passed away in my arms on Thursday. The times that I visited her, she was either sitting alone by the fireplace, or sitting at a meal with others, but not being included in the conversations. Her hearing aid was not working properly and her eyesight was not great which caused her great angst and she was very depressed. She complained about being in a great deal of pain at night and not getting the attention, although this was strongly disputed by the staff, but as far as I could tell, there was only one aide and the nurse for the nighttime. One night my mother was sitting up in the bed and she was unaware that her leg was bleeding because of the metal on the hospital bed. The rug was stained as a result. I don't know how long she was sitting there before the aide came around to check on her.

We were so disappointed in them. They asked us to leave because my mother was falling and they were getting fined. They seemed to have no interest in coming up with a solution, even medication management or a special chair for her which we would gladly have paid for. They insisted we pay for a 24/7 caregiver in addition to charging us the highest rate. I cannot recommend them!

I would not recommend Orchard Grove memory care unit. The size of room was good. The building was nice. My mother's room was never thoroughly cleaned. It was not vacuumed for the 6 months she was there. The food was good and there were 2choices for meals. Other than that, I was extremely disappointed in the care. Each resident gets a care plan when they move in. It is designed by nursing and director of memory care. We were paying for an extra 3-4 levels of care which should have amounted to 41/2 hours per day. My mother received on average1-2 hours a day. She did not have someone encouraging self care in bathroom or assisting with hygiene. There was no way for the staff to provide that level of care to the 19 people in memory care with only 2-3 aides per day and 2 in pm.

My mom is in memory care. Most of the staff are friendly and kind, and the director is experienced and caring. But the staff to resident ratio could be better and the communication overall is lacking. The facility is newer construction and nice, but the memory care wing is limited in where residents can go. Independent and assisted living residents may have a better experience.

Overall experience with the Reserve has been fair. My dad became a resident on [date removed], and my mom on [date removed],. Mom was on ALF side and dad is in memory care. They have a high turnover of staff, the food is fair and at times the cleanliness of the rooms is pretty bad. I had a face-to Fave meetings with the Ex Director ([name removed],) who by the way has resigned and with the cook and maintenance worker and it's all lip service. My mother returned in late November because dint feel like it was a good value for what you are spending. Honestly would pull my dad out if I don't think it would be upsetting to his routine. They also increase his care plan by $[removed]k which is a total money grab. I would not recommend this place to anyone.

Since the Residence had a massive flood the ceiling in the lobby has been removed and covered with plastic, about two months ago. The lower half of walls near the elevators have been removed. There are two elevators for residents to get to the dining room. BOTH are out of service! I find this a huge risk for all residents! I have been told There are no fire drills! No plans for residents to get out if there was a fire. The food is nominal at best. We were told doors are locked at 8pm, however we returned a resident at 9:30pm and we walked right in. Nobody was around! Unsafe.

Ask about who can enter your room/apartment when you aren't there. Ask if they have any provisions for dealing with theft. Ask about the qualifications and supervision of nursing/care staff. Ask if three meals a day are served every day, especially on holidays.

Last half of mom's time there was very poor, especially in memory care. Well it was wonderful in the beginning but things changed about 5-6 months in. Not sure if they had changed administration . People seemed to leave nursing included. [name removed] , I believe the only nurse left was absolutely wonderful and dedicated to his patients but otherwise it was agency nurses, when mom passed he moved on as well. The attendants that were there in the beginning I knew a couple that Were still there were wonderful , and then it seemed like there wasn't enough help. Many of the times her garbage wasn't emptied and her bed wasn't made when I went in which I did myself that was fine. At one time mOm had asked to go down to the dining room in her wheelchair because she was weak and tired, and the attendant who was nobody, I knew I don't know who she was, told mOm it would cost more money to go down in the wheelchair. And my mother-in-law was always very thrifty so she would not ask to go down in the wheelchair.MOm had to move to memory care because she was falling more and was confused sometimes and I was very discouraged with the care [name removed] the nurse was there and he was very attentive. He's attentive to all the patients. It wasn't clean most of the time I would have to ask when I would go in if there was someone that could help to clean the toilet and the bathroom The bathroom is shared. but it just wasn't kept up and cleaned very infrequently. She had a rug in her room and I know her furniture was there but at one point I went down to speak to the front desk mOm needed the rug vacuumed She had a tendency to eat crackers and things like cracker crumbs, and cookie crumbs would end up on the floor. I think the worst part was in memory care. They don't have a pendant and mOm was too weak at that point and a couple of times when she called to get someone to come in because she had chest pain she would call out and of course no one would answer and she would force herself to go down and see if the nurse was there, and they told her they couldn't give her any medication because there was no nurse and she suffered with chest pain all night! I had a discussion with the Director that I knew that if they had called the EMTs they would've given mom her nitroglycerin, but that didn't happen and mom didn't trust anybody anymore and neither did I because there is no nurse there at night And if the attendants don't know to call the ambulance or the EMTs, who's training them! I thought a a lot about the reserve, but I don't know what happened things just were not good when we left. We were very disappointed. I was always telling people how wonderful of a place it was when we first went there pretty much in the end. I didn't speak about it at all because I was so disappointed.

If you want food...go to Wawa or have family bring it in!! Servers, waitstaff do not show up and there are no consequences for not showing up. Not acceptable!! We pay a lot of money to live here. More times than not, they don't have food that's listed on the menu.They say they are out of it! Something has to change! There is no accountability for food not being delivered or served. Everyone just spasses the buck, saying it's being taken care of and I still don't have my food. PLEASE DO SOMETHING TO CHANGE THIS! OUTRAGEOUS!!! DO I NEED TO REPORT TO THE STATE OF PENNSYLVANIA??

The building is beautiful and we were impressed by the dining options. Also the CNAs were very kind. We ran into many issues with billing and transparency around care levels for my parents. They adjusted care levels frequently without communicating with us. My parents each were hospitalized several times within the first 3 weeks of living there and we were met with care level increases but no compassion from administration. After several meetings, we decided to move both my parents to a different facility.

We decided to move my parents there because of the beautiful campus and open restaurant policy. However, after 7 weeks we are moving them to another community. The Reserve has not been a partner in care with my family. They are the highest priced option by far in the area. We were willing to pay more if it meant exceptional care. My mother was in memory care. Her adjustment was very challenging and met with no compassion from the head nurse. Her room is often filthy. My father in assisted living has been hospitalized 5 times in the past 7 days. Each time he was discharged a nurse was there to immediately reevaluate him to increase his cost of care levels, not to check on him and his well-being. This place has $$ in their eyes. I met with admin and management several times. Perhaps the new LCB management has shifted focus. I am so angry that we are forced to move my vulnerable parents again. So many promises were made that were not kept.

My mother was in the memory care unit. The assisted living facility is nicer and I think all the scores would be slightly higher. The most important thing I would recommend to anybody is always advocate for your loved one. My biggest recommendation to them would be to pay their staff better so they use less agency staff. The agency staff were weaker than the normal staff, and that is where the care suffered.

Overall I needed to give all categories a 2, but there were definitely care staff members who cared very much for their residents but simply were not provided sufficient resources and staffing. The residential rooms were very nice, but there was insufficient staffing and materials to engage residents. There were individuals who were quite caring but staff were not provided sufficient resources and training to optimize the residents memory care experience.

Silver Square in Dover, NH is a beautiful facility. It's more of an independent facility versus an assisted living facility. Very expensive, and I wish she had the care from Lake Howard Heights in Winter Haven, FL instead. But at least she is safe, fed, and happy, with a roof over her head.

The staff, starting with management, dropped balls constantly. From move-in it was very apparent that the facility was more of an independent living environment. My wheelchair bound parent couldn't access the bathroom in the selected room and had to change to a painfully small studio since there was nothing else available. Nothing was wheelchair equipped. The kitchen sink couldn't be accessed nor could the bathroom easily. We asked for modifications to be made, but only a few were completed. We were told there were only 4 wheelchair equipped rooms in the facility (i.e. roll in showers and lowered roll under counters). The aides had to be trained on basic lifts and were not gentle at times. After developing a persistent pressure sore, they increased the care level retroactively without my knowledge, even though the wound care was done by outside skilled nurses. There was no additional care given by the staff to justify the [amount removed] increase. The food and restaurant staff were wonderful. Housekeeping was terrible, as I had to send pics to the Director of feces on the toilet seat that remained for 4 days. We had to move our parent out after 6 months, which was very difficult for all of us. This is a beautiful resort-like building, but if someone is looking for a facility where they can age in place and be properly supported, this is not it.

We moved my mom into assisted living and she loved it for a few months. The building is on the small side which was what my mom liked about it. Beautiful grounds and interior. Very well kept up, the food is amazing and staff were kind. They told us there was a "transitional" program/activities once residents showed signs of dementia. There was no program. Another issue for us was the high turnover of nursing staff. We had to move her due to declining cognitive function and lack of staff to attend to her in the assisted living area.

My Mother, a resident at Mercer Hill, fell ill in December and was placed on Hospice. All my Mother wanted was to be at home in her final days so I arranged with hospice to have her brought to HER home in Mercer Hill. Instead of being met with concern and compassion, I was met by [name removed] Guest Services Director with attempts to block my Mother from being in her own home in her final days. [name removed] showed no compassion or concern for my mother or I and only cared that Mercer Hill would not profit off my Mother's final days. When I confronted [name removed] and stated I would sue before leaving he proceeded to laugh at me. [name removed] Guest Services Director and [name removed], General Manager run Mercer Hill with a total lack of compassion and concern for the residents. [name removed] in fact raised the rent of the residents by [removed]% in 2023 ($[removed] per month for my mother) with no concern for the fact that the residents live on fixed incomes.

They lied to me about how often he'd be able to exercise and shower (promised daily, got once a week at best), the management staff was often unavailable or unresponsive, and the medication management was iffy at times. That said, he was safe and fed for the month he stayed there. But I wouldn't send him back nor recommend anyone send a loved one there unless they had no better option. I had to go there almost daily to make sure he got his meds, had enough access to water (I brought in cases of water for him), and educate the staff of his needs. He definitely decompensated at a very significantly higher rate while he was there.