Woodland Terrace of Carmel

Disappointed

27, August 2024 We had a family member in Woodland Terrace of Carmel, IN for memory care during the last few years. Our experience with Woodland Terrace started out well but quickly deteriorated over a short period of time, particularly after their Director of Nursing suffered a catastrophic health event and could no longer work. Also, when New Perspective took over facility management, we saw a change in staff competency and reliability, as well as administrative dependability. Maintenance issues were a key example of these instances that impacted the wellbeing of our loved one and other residents. A simple issue like a clogged toilet took close to five days to resolve as it occurred on a Friday evening. The maintenance manager suggested that our loved one could walk down the hall to the staff toilet four rooms down and across the hall until it was fixed the next week. While attempting this there was a fall, and our relative was transported to by EMT’s to the hospital. This was not an uncommon occurrence as the staff would spend an inordinate amount of time on their cell phones at the duty desk, or on the computers streaming movies or doing homework. While visiting late one evening at the far end of the hallway, away from the desk we heard a resident’s wife holler out for help when her husband fell. Again, no staff responded, and we went to assist to find him prostrate on the floor with a large bleeding skin tear on his upper arm left arm. One of us had to go to the desk and retrieve a staff member to provide medical care and help the person up. Again, blue-tooths in the ears and everyone on a cell phone, tablet, or computer and unable to hear any cries for help or assistance. This was an issue we complained about on several occasions with both the current Nursing Director and the Executive Director. To further add to our frustration, Woodland Terrace’s billing policies were at best unregulated and confusing if you could not understand what was being billed. There was no consistency in amounts, and the pricing for quality of care would fluctuate regularly. There were also several occurrences where they attempted to back bill for services they said were provided in previous months. We saw a revolving door of staff with little consistency in personnel. Those who were regularly seen, in our opinion, appeared to lack the experience and training for dealing directly with memory care residence. A lack of compassion and tolerance could be seen with several staff members, too. There were only a few who truly provided the care and compassion that memory care patients require. After visiting other residents whose families, like us, had moved their loved ones to a new residential care facility, we were pleased to see that we all had made the right choice. When visiting we saw a more caring and professional staff administering to the residents' needs, providing more activities, and positive interaction. We were very disappointed in our experience with Woodland Terrace of Carmel. Disappointed in our experience

NO2324

Woodland Terrace of Carmel is a wonderful building with a lot of unmet potential. When my relative moved in it had recently changed to a new owner and management staff. Everything was good until within months the Director of Nursing had an unfortunate health issue arise, had to leave his position and care declined. I witnessed residents being wheeled directly to their rooms after eating. Minimal activities initiated by the staff. Medication given before making sure it was swallowed and the staff walked away. I personally gave 2 mouth full of pills that were spit out on the dining room table to a staff member I trusted. Residents left in the dining room alone. Any of them could have experience choking or a fall. Yes, I as a "family member" alerted the staff to these residents! I as well as another family member feds resident while a staff member did nothing but, smile. Staff constantly on their cell phones or at the nurse's station visiting while on duty. Some staff DO NOT have the temperament or compassion to be working in Betty's Harbour. We learned which staff members to trust very quickly. I saw a few incidents of residents being treated without dignity and respect. These issues were all brought to the attention of management. They continued to let these employees work with the residents which was very concerning. Some residents needed assistance eating, brushing their teeth, their hair, checking "regularly" hygiene issues with briefs., etc. It's part of their job to help them be their best. When a family member is here or any other facility and you entrust them with their care, you expect to not see what I saw. (The lease of 8K, 10K+ monthly this you would expect would be done and well). When considering Woodland Terrace of Carmel I would urge anyone looking for elder care to go to the Indiana State Department of Health Long Term Care facility reports and see complaints, read the reviews of this and all facilities you are interest in online and through one of the senior referral services. When you see a RED FLAG realize that is one family member that reported and incident but, many others DO NOT. They just move their family member out and move on. I have seen this more than once. Read the Elder Justice Act of patient protection act online. Get approval from management and install a camera in their room. Last of all visit at all hours even very, very late to make sure everything is as it should be until you are comfortable with the facility. There are staff members I met who work with the residents at Woodland Terrace that take pride and integrity in their jobs and go the extra mile. I am very grateful to them. The problem I saw is there are NOT enough of them! I would not give Woodland Terrace of Carmel a referral.

BD1986

Zero stars for our experience with Woodland Terrace of Carmel. Our mother had an advanced dementia we were sold on they could handle and car for her. Staff IS NOT trained in care for all levels of dementia/memory care. It is not a skilled nursing facility for memory care, it’s just a babysitting service. They got residents to meals and back to rooms. They told us they had extra activities and her time there I witnessed nothing! In my opinion, memory care needs skilled nursing and above all brain activity! Not just taking tj meals and back to room! Their way of handling my mother was sedate her. I really could list more. We have moved her to a dementia/Alzheimers specific facility and have had no issues. She has not had one dose of sedative or agitation, FROM DAY 1! I am truly sad at the lack of training and staff (not all) lack of empathy toward the seniors living in the memory care unit. Again, zero stars from my family.

Carolyn

Our mom is already in Woodland Terrace of Carmel. We just moved her down to memory care. She seems to have improved since moving down there. Everybody dines at the same time together, and then they have structured activities during the day. They assist her with bathing, dressing, and all that. It's been helpful. I've been pleased with the level of care they're able to give her. The staff all seem to be well versed in dementia, and they're all very patient. She says the food is very good. They have daily exercise classes and activities. Everything is well-maintained and clean.

Cindy

My mother is at Woodland Terrace of Carmel. It's a great, very high-end community, and the care is very good. It's more like a hotel than an assisted living community. The food is excellent, like restaurant quality. The rooms are beautiful with 9- and 10-foot ceilings, very big windows, and high-end finishing. It's very nice.