Charter Senior Living

Mistakes every step of the way. Facility falling apart. Mixed up my moms file with another resident. Conveyed incorrect information. My mom became a different person here the short month she was here. Health declined tremendously. Lost 22 pounds in a month. Could barely “shuffle” around. Once I moved her to a better facility, within two weeks gained back 10 pounds walking like she was 20 years younger and generally 10 times happier. I’m not sure what they did to her in there. On top of poor ability to do anything successful, employees don’t seem to care that they are so bad at what they do. All the way up to the president. She will continue a trail of jobs in depressed, failing facilities. Please consider any other options.

The community was clean, but they did not keep up with our loved rooms. The staff members were very friendly and the food was really good. However, we do not think they assessed our loved ones correctly. They did not seem to have adequate care for those with memory care issues.

Since Covid and new director, i don't feel that my mom is honestly cared about. There are no check ins with family or residents, the director is rude when I call about anything, like I am interrupting her lunch, has intimidated my mom with her rudeness. She pays plenty to be there and deserves to be treated with dignity, kindness and respect. I sure hope that whoever is in corporate takes the inititive to get to the bottom of these concerns.

Our loved one was there for two weeks for Respite care. Our loved one came directly from the hospital and we received a phone call saying our loved one had to leave due to their behavior. We then asked if they were giving them the medicine that came with from the hospital and they said no, and that they need to leave. There was also little assistance, and they tried to charge glass of water when we asked for it. In the beginning the friendliness of the staff members were very nice, however just not like that towards the end.

When our loved one first moved into this community there was a group of people that ran the place that were very nice and very friendly. After a while things had changed, they changed the president and hired temporary staff members so everyone our loved one knew had left. Our loved one never recognized anyone because they were agency workers and every day it was a new individual she wouldn’t recognize. There was not a cleaning schedule or an actual schedule whatsoever. Sometimes it would take two weeks for her sheets to get cleaned, and sometimes she had to do them herself and still go find help. They ran out of her medicine more than once, and our loved one is highly allergic to certain laundry detergent so we supplied her with her own detergent and labeled it with her name. We also asked that her clothes get washed separately. However, when they would do her laundry they would return it with other residents clothing items, and one time they had completely lost her clothes and they were never able to find them. Another thing that really worried us, was one night we were bringing our loved one back to the community before it closed, we took her up to the third floor where her room was and there was another resident screaming running down the halls looking for help because her loved one had just fallen. We looked all over for the care givers that should have been on the third floor and we found them outside having a smoke break. Another thing that annoyed us, was when COVID hit they had shut down everything and we had to solely rely on them for everything and we would get calls from our loved one all the time saying no one has come to check on her or even help her shower. We could call and leave messaged, and never receive a call back. There was really no interaction between the residents and staff members, the only interaction there was, was when they would bring them their three meals and medicine for the day. Our loved one always ate her food on her stand by the TV, and the staff member that brought the food that day set it on the countertop, and our loved one had to walk over without her walker to get the tray which resulted in her falling and hitting her head. The staff called to let us know, that she had fallen and was put back into bed. We called back the next day to get an update and we were told she had fallen again and wasn’t acting herself. She was taken to the hospital and the doctor realized she had a stroke and a broken pelvic bone is two places. The communication was just severely lacking at this community

To avoid it at all costs. They neglected my mother and had to move her. They didn't match her clothes, they let her sit in her diaper om a wheelchair, and it was just terrible. The didn't clean her hair, and she was so bad. We reported it and there was retribution. This caused a bunch of hostile. High turnover in staff. They had hospice coming in to check in on her to give her bath. They were the ones who reported this and they were shocked to see how she was being treated. One day we found her with a black eye and no one knew what happened. It turned out she fell, but no one called us and the investigation took two days. She had dementia and there was no way for her to tell us what was happening to her.

Not enough info from their website to want to make us look further Okay thanks [name removed] or the info. Will keep this one in mind.

Not enough info from their website to want to make us look further

Way understaffed, not enough workers to care for staff properly. Activities were cancelled a lot of the time along with exercises which patients need most. Quality of food was poor. Non certified techs giving medications. Loved ones not checked on every two hours, remote buttons and calls lights not working properly. Alarms not in place as needed to be. Hospice pushed on patient and family. Residents seemed unhappy. Often urine smell in halls or bedding smelled like urine. Took a month and a half to get a toilet bar installed. Only a few good workers that cared for residents and the importance of their job. Often one or two staff members on 3rd, staff having to work double shifts very frequently.

Nurses on memory care unit the most uncaring - insensitive - no regard for dignity and needs of the most vulnerable human beings ..... our parents. No compassion whatsoever. They are disgrace to nursing profession. Nursing assistants are not any better. Observed one of them barge into a resident room - slam door behind her and tell this elderly woman - ‘your getting ready for bed now’’. What happened to resident choice - rights- individualized plans of care. So much for resident rights they display on walls. I listen to one of the nursing assistants refer to residents as ‘Auntie’ or call them ‘Mama’. Absolutely no respect for anyone under her care. Don’t waste your time here

This is a terrible facility. The Executive Director is a joke. Please do not let your loved ones live here.

I rated a 1 because I couldn’t choose less. This location is so poorly run, the staff is untrained, and worst of all the Director [Name removed] is the most unqualified employee I’ve ever met - and she is in charge. She is rude and actually lies to customers. Do not consider this community for a loved one. There are a few individuals that are nice and mean well. But mostly the staff is untrained, unqualified, and does not perform any of the activities or duties as advertised.

Awful place! My parents lived there for several years and hated it. Radically understaffed. People pay thousands of dollars a month to live there so they can get help with activities of daily living. Before you move in, they tell you the average response time between pressing your pendant and a caregiver arriving is 10 or 15 minutes. When that actually happens, it's a minor miracle. It can easily take 30-60 minutes -- if anyone comes at all. Disgraceful.

My parents moved to Brookdale when my father, who had Parkinson's disease, started needing more help than my mother could provide by herself. Unfortunately, the facility was woefully understaffed. It wasn't unusual for my father to have to wait 45-60 minutes, or more, after he pressed his pendant for help. Complaining to the executive director never made any difference. Many residents were in wheelchairs and needed assistance from staff to get to and from the dining room. That was almost always a frustrating experience because of how long they would wait. Often there were four caregivers on duty for about 80 residents, many of whom needed assistance showering, dressing, toileting and getting to and from the dining room. You do the math! And for this, my parents paid about $6,500 a month. The dining room was also understaffed. Getting a server's attention just to put in an order could be stressful, and the dining room was small enough that they needed two seatings to accommodate everyone. It was often a challenge just to get served and eat before getting kicked out. In short, the place was awful!

There are some talented and caring staff at the Memory Care unit but they do not have strong management, which leads to miscommunication and individuals making their own decisions. it also makes it difficult for the family to know who to work with. It was rare to see the Director. The sales person was removed from any interaction once we moved in. When my father returned to this facility after a hospital stay and with explicit instructions to have meals in his rooms, the morning staff had him walk to the main dining room (not the staff person's fault because nothing about the post hospital discharge instructions were shared, despite a 45 minute meeting with the Willow Pointe nursing staff). There is a robust calendar of activities, but there were rarely any activities - maybe an activity offered once per week. Residents watched TV and went into their rooms. Individual schedules weren't always respected, my father would routinely be woken from a deep sleep to be given a shower, which usually didn't go well as he was confused and exhausted. We had a number of issues that were difficult to resolve including ants in my father's room (ants were inside his water mug, crawling on him as he napped) and other resident rooms, toilet was leaking on floor for over a week, and a thermostat/heating unit in his bedroom that kept the temperature too high (over 80 degrees) for the first week. I think the food was excellent but sometimes they ran out. Snacks were almost never provided. The layout of the building is really conducive to residents being able to easily step out of their room and be in a common area with some people. It is also helpful for visitors to have several different options for sitting and conversation with my father. There were staff level employees with experience, skills and an interest in the residents. There were also staff who were on their cellphones or plugged in their headphones to listen to music, rather than interact with residents. We moved my father out of the facility due to the many other issues that were not effectively resolved by the management.

I would like to know who controls the facility security system. Lately there's been strange people on the premises without reason. Does the facility have cameras properly working and are they located in significant places on the exterior. I'm aware of the fact that this location isn't safe for residents or employees. Vandalism has taken place on the property without any knowledge via security cameras. I have yet to hear of any upper management looking in on these situations as they occur. What are the standard protocols for facility safety and does the on site personnel follow these instructions. I'm deeply concerned not just for whom I'm associated with but for all individuals working and living at the Towson location. Safety is your top priority in any facility as well as proper care of the residents. I hope this review gets the necessary attention it needs to operate safely for all.

My family is not pleased with our experiences in this community. We feel they nickel, and dime us to get us into this community. There were promises made that they did not follow through with. They said there were aids to help her get used to the routine around the community, and they were never scheduled. She had no type of orientation with her move into the facility. We have not had a good experience with my mothers move to this community. Be sure to read the contract. Do not just take their word. Be an advocate for your loved one and stay involved. Keep an eye on things.

My loved one got kicked out. After an incident they sent my loved one to the hospital and they told me my loved one could not return. They completed an assessment and had me believe my loved one was a good fit for the community. I thought they were able to handle and provide her care. They did try really heard to accommodate but there was one nurse that had an attitude from the start. Overall, it did not end well. They are not suitable for one who has mental issues but memory issues are fine.

The quality of Willow Pointe has gone downhill since five star bought it in 2013. They have cut back on staff and they rarely have time to pass medications and tend to all the other needs of the residents. Many employees have to work 12-18 hour shifts. Anytime someone complains about the food or any other issue, they get told that they can just move out if they don't like it. Many residents are making their own meals in their room or going out to eat. Lots of food goes to waste because it is too salty, too greasy, or not cooked well. I think they buy the cheapest food available. The nurse is really nice and works many long hours and weekends. Willow Pointe continues to get worse and no matter how many surveys get filled out, nothing ever gets fixed.

Would not recommend