The Kensington

We moved my mother into The Kensington shortly after it opened in late 2011. She had lived in an assisted living facility in another state that over time was run and managed by three different companies, and had even moved in with our family for a time. The beauty, warmth and care and activities The Kensington offered drew us to try another situation for her, one that has worked out beautifully. The enhanced license The Kensington holds in New York allows them to provide my mother, who has great physical limitations due to advanced Multiple Sclerosis, the kind of specialized care her condition requires, and they provide that care with skill and grace. Just recently, unsolicited, my mother told me that she is receiving the best care at The Kensington that she has ever received any place else. As her daughter, I can say that The Kensington’s greatest asset is its staff, from the chef and servers in the dining room, to the nurses, care managers, office staff, and executive leadership. The warmth and caring shown by the staff to my mother (and to our family in general) is touching. Their professionalism and kindness is a direct reflection of the skill and leadership of The Kensington’s Executive Director and the team with which she has surrounded herself. Her door is always open and she is always eager to assist with any question, challenge, or request. This gives our family a great sense of peace as we know that should a problem ever arise, we know it will be dealt with promptly and successfully.
Moving a loved one, especially a parent, into an assisted living facility is a difficult thing to do, but when that facility offers every amenity one could think of, a kind and caring staff, and a feeling of hominess for the resident and welcoming for the family, you as the daughter or son will sleep well at night. I rest easy knowing my mother is being monitored and receiving top-notch care in every way, that her needs are more than met, that she is having fun, that the staff cares about her and communicates that to her family, and that the Executive Director has created an atmosphere anyone would feel safe and happy moving their loved one into.

My mother has resided at The Kensington Assisted Living in White Plains, since the Fall of 2011, soon after its opening. The experience has been a truly positive one. Her overall well being has vastly improved, which I am truly grateful for. With the multiple medical issues she has, a more common course likely would have shown a less fortunate decline in her health status. The assistance, and close medical care and insight provided have actually brought an enhanced state of both spiritual and medical health. I am so pleased that when friends and family visit, or speak with my mother they share that she looks great, is happy and is so pleased with her care at The Kensington.

The founders of the facility have developed a concept into a reality, providing a warm and comfortable environment, matched with care and activities, to provide a feeling of home, but security of required care needs being met. They also, visit frequently, and have a visible rapport with their management team, staff, and residents as well. If concerns do arise I believe if brought to the proper channels, resolve would soon be reached. The administrators are considerate of the population they serve, and always willing to accommodate circumstances that arise in a timely and resourceful manner.

The nurses, and care givers are attentive and always kind. They go out of their way to be assuring, and provide excellent care to all residents. The food and menu choice is excellent, and is of high quality and prepared home-style, much more so than any facility I have ever had a family member in or visited. The dining staff makes every effort to please and kindly serve the residents, as well as welcomed guests. The activities staff also shows great interest in the needs of the residents, and about keeping their calendar busy. They are great at orientation to current events, and honoring dates of history and of celebration, and for encouraging participation.

The building and grounds are kept immaculate, and in truth The Kensington Assisted Living demonstrates a high standard that is to be recognized. The dedication to care and consideration of the dynamics that surround the aging process, and its vast changes, that affect us all are truly shared and felt throughout The Kensington Assisted Living community, or perhaps better stated, “Kensington Family”.

I would not hesitate to recommend this fine facility for care of a loved one.

Moving my parents into an assisted living facility was a tremendously hard decision. My family and I spent years, literally, searching for the right place. We thought the Kensington was it. After a year, we have less and less conviction in that notion. Most important, we worry for my parents' safety.

No doubt, the Kensington has much to boast about, especially staff members who are affectionate, kind, and skilled, as well as a beautiful environment. Some of the aids are truly loving and have become treasures to my mother and father. Moreover, the Kensington welcomes the families of residents with open arms, and have often made my extended family feel at home.

That said, there is something very wrong with how the place is run. It's unfortunate, as these shortcomings could be easily corrected. First and foremost, the Kensington is severely understaffed. Last night, two people fell in the dining room because no aids were watching (granted, elderly people fall, but I was observing, and this was because no one was there to help them get up from the table); in addition, a person was screaming for help from the bathroom and did not receive help quickly or adequately, to my estimation. My own father was not properly medicated last night because of an oversight in the charts--again, not the staff's fault. Not enough caretakers=not enough care. I suspect, for good reason, that many people did not get their medication in a timely fashion last night, if at all.

All this pales in comparison to the lack of nursing staff, the momentous numbers of time staff calls in sick, and the long wait times when a resident rings the pendant she is given in case of emergency. Be very wary: the Kensington's wait time for an emergency call is 8-9 minutes "at the longest." But all too often the wait time is much longer (half an hour, an hour), or no one comes at all. I personally have instructed my parents to call 911 in case something happens. Even if the 8 minutes were a true estimate, which it isn't, that's far too long: someone could die, of course, in that lag time.

Also, the levels of care seem to mean nothing: though families are charged more and more for more intense care, the higher level (level 3 as compared to level 1, for instance) has no bearing on the actual care given. There are not enough people to accommodate all the needs. The only thing that changes hands in that transaction is more money--for the Kensington.

The dining room, though beautiful and often a pleasure to sit in, with wonderful aids sometimes available to join and lift the spirits of residents, is becoming more frequently dirty, without place sets cleared and with long wait times (half an hour, in general?) for a staff that is running to serve everyone, trying their best. I was told that the Kensington will not hire more people for the restaurant. Not surprising, when they won't even hire more nursing staff. The dining room situation is a relatively small problem, but a disgrace, especially when one considers the extraordinary amount of money the Kensington charges. It would take so little for the Kensington to fix this simple problem of hiring more help. I sat at a dirty setting last night; no one, when they received their food after a good hour, had napkins or silverware.

We have spoken numerous times to those in charge about our complaints. Nothing ever changes; in fact, the situation gets worse as more and more residents move in. Although others who have parents or loved ones at the Kensington may not post reviews, they openly talk about the same serious concerns. Again, the problems stem from inadequate staffing, not an inadequate staff. What a misfortune,to so many people, that nothing is being done to remedy the very obvious, very dangerous, and very easily corrected conditions that have surfaced at this facility.