Early in 2015, Brightview White Marsh, along with four other facilities, were visited while looking for an assisted care facility for Mom. I was impressed with the appearance of Brightview White Marsh. The grounds were well cared for, the building was imposing and the staff members were friendly. The family made the decision to make this Moms new home.
On the plus side, the food has been good and the common areas are maintained nicely. They planned to, and did, undertake major renovations throughout to this already attractive facility. We were lulled into our decision to go with Brightview by appearance only.
If you or your loved ones are independent and require minimal assistance, this facility has real merits. They have a very nice dining room, large lounging area (I was impressed with the large fireplace, piano and comfy chairs), entertainment, activities, etc. However, if you require a higher degree of care, look elsewhere.
Management oversight is virtually non-existent. Of the 9 senior staff members present when we entered the facility, only 4 remained when we left 18 months later (and some Director level positions had turned over more than once). Although the hallways and common areas were fresh and clean, the rooms of residents with incontinence issues always smelled strongly of urine and this was not only in our room. Complaints presented by various families, during the periodic evening meetings between the family and senior staff, went unaddressed.
We frequently complained about the rough handling, lack of baths and lack of response to pendant calls. Mom frequently fell while transferring between bed & chair & wheelchair. She told the family that when she pushed the call button, no one showed up to help her. She is independent and we thought that she was being impatient. After being told that to resolve the falling problem we must hire a full time “sitter” for Mom that would cost in excess of $100,000/year ($25/hr. x 12 hrs./day x 365 days/yr.) plus expenses, we personally monitored the Brightview call response. We found that what Mom was telling us was true. There is no reason why it should take well in excess of 1 hour to respond to a pendant call or why a sufficient number of TRAINED RAs aren’t available at all times to attend to the needs of residents or why it takes a minimum of 2 persons to transfer her while the rehab facility that she was in a month before finally leaving Brightview only required one person and that person didn’t injure her. My initial series of complaints finally led to an investigation with dismissals and the hiring of additional staff, but the problem shortly reoccurred.
We finally relocated Mom to a “home based” Assisted Living facility that houses a maximum of 15 residents per home. The care is outstanding, the facility is spotless without any displeasing odor and the residents are HAPPY. Mom is finally clean and well cared for.