New Perspective | Highland Park

Phyllisa

A senior care facility is only as good as the people who are caring for your loved one. We learned this lesson the hard way. We were first attracted to the Keystone Highland Park facility because it seemed clean, was well appointed and convenient to our home, but now after 1 year of having our loved one there, we understand that we made a big mistake. My mother almost died recently because of a new and untrained residential aide. The turnover in staff and the lack of competent supervision of new staff result in a very dangerous situation for those who need a bit of extra care or who are a bit more frail. We are moving my Mom to another facility and I ask you PLEASE do not consider Keystone. I feel guilty that we did not move my Mom sooner—the mistakes made by staff were endless and inexcusable. If you are someone who will visit your loved one often, then you soon will realize that what I am writing is the TRUTH.

Laura Lynne

I do not recommend Keystone. They made all sorts of reassuring promises and we thought it would be a safe place for my father who is in Mid Stage Alzheimer's. Immediately after moving him we watched in disbelief the absolute incompetency of the staff. The management team was literally unapproachable and outright hostile. There is not enough room here to list all the egregious events that took place in 3 short months.. it was a living nightmare. We installed a Nanny cam in my father's room which Keystone was adamantly apposed to (our first red flag). When we reported to management that the care tasks we requested (and were paying for) were not being done they told us what we were requesting was not included in his "care plan" and we would have to pay more. When we asked what care tasks we were paying for they would never give a straight answer and just pass the buck to another staff member or promise to look into it.. but never did. If we asked for documentation of the care tasks they were providing they would just get huffy and walk out of the meeting. Long story short, they continued to charge us but nothing changed. When I reminded them we have a Nanny cam that proves that they were not providing any care.. They refused to review the surveillance clips and insisted we were getting the care we requested exactly "to a T". After months of futile attempts to address the issues with the management, we finally contacted the County Office of Ombudsmen to help us. Keystone stonewalled for over 6 weeks to agree to a meeting. Meanwhile, Dad continued to be neglected and his health severely declined. He was in an out of ER 4 times for severe dehydration during the 6 weeks we were waiting. Dad was now so weak he could barely get out of bed by himself. Finally on the day of our meeting with the Ombudsmen, Keystone called 30 mn before to cancel (big surprise). The Ombudsmen called Keystone back to ask if we could still meet with just the nurse, the nurse outright refused to even speak with the Ombudsmen on the phone! At that point it was clear this place had absolutely no interest in the well being or care of their residents so I just submitted our 30 day notice to leave. I literally feared that my dad would die in the hands of this facility. Finally once we moved Dad out, Keystone sent us a huge bill us for a bunch of medications that were not even his (were they giving him meds that weren't his?) … then they returned less than half of our $1000 security deposit with no explanation. They also double charged us on every single invoice which I had to fight with the accountants each month to straighten out. Bottom line, the Ombudsmen said they get constant complaints about this facility and it should never be this difficult to get the basic care that we requested (and paid for). She highly supported our decision to move out and agreed that formal complaints should be made to the Department of Health, the Attorney General and Adult Protection Agency. . All around Keystone is a horribly run facility and multiple residents families I have kept in touch with have all moved out because of the how bad it is. I fear for the Residents that don't have family looking out for them and are being neglected and abused there. Dad is now in a phenomenal new facility. We have not had one problem. He is attended to with exceptional skill, compassionate and loving care. (and for nearly $2000 less per month than Keystone) He is thriving now and it is a joy to come visit and to see him so happy and well taken care of. As for keystone, I strongly suggest to look elsewhere. Good care does exist.. just not at Keystone.

Caring105951650

Keystone is a very nice, very close location, and you can get to it very easily. It was very clean and right on the bus line. I have a cousin who’s there right now.

Paula123

I am new to Keystone, but I have had such a wonderful first impression! The care givers are very good and seem to all be sincere and good at answering my questions. There is always something fun going on here! I don't feel alone as there is always nice residents or staff around to talk to. Different socials every day, people out and about make it seem like a fun community.

Barley

I came to this community looking for assistance for my Aunt who had fallen and broke her ankle. I had a nice tour of the building but what impressed me most was the staff. It was a active community and the staff helping the residents who needed assistance did it with such care. I saw a lot of smiles in the community and they all seemed well cared for. My aunt is going to try going home with some home care for now, but when the time comes for a move we will be taking another look at this home.

Caring106054650

Keystone Highlands at first glance is a lovely facility. It has a very nice setting along the river and attractive decorations. It has been remodeled recently, it is fresh, modern, and comfortable, and there is nothing wrong with that; it is very lovely. The staff -- I believe -- has my dad's best interest in them, and I give them an A for effort for the most part. I believe it is the direction and the management that has a problem with communicating the needs of the residents and the residents' family to the staff. And in the two months that we have been there, I don't feel they are doing anything extraordinary -- just really basic things. My father is diabetic, and he has succumbed to UTI's. We went in there with the doctor's order, and all he gets all day is just about 1 or 2 oz. of water. He ended up in the emergency room with a severe UTI, and for the last four weeks he was in critical condition. We brought him back there, and they still don't bring him water. He is running a fever again, he has got a respiratory cough going on, and they don't check on him at midnight to check his cough even though I have talked to three different nurses. It's been very hard to get a care conference. It is kind of like I have to chase them when I see one of the directors running down the hall. I have to run alongside them when they get in the elevator and ask them if I can speak with them, and then I kind of like have to chase them into their office, but then they are answering phone calls and there is the feeling they don't have the time. On three different occasions, they kind of snapped at me, saying, "I have a million other things I got to be doing, and I can't talk to you right now." Then I have tried calling the director asking for an appointment. We've had three or four of those, addressing the same topic every time, and the same answer I get is "OK we'll have to talk to somebody and we will get back to you." They never get back to me until I call another time and try to chase them down again. We've actually contacted the county office of the Ombudsman, and they said they are very familiar with the facility as they get many calls of the same nature that we are calling about, so it seemed that we are not a rare case. They won't address our issues at all, and all we are asking is if he can have water during the day, which is pretty ridiculous. I wouldn't even give them any star rating, and I wouldn't put my loved one here. I spend three times a day to make sure that he is being taken care of. They walked past him when he was almost unconscious halfway off of his bed. A resident just walked in, took his trash, and didn't take notice that he was vomiting, had diarrhea, or that he was half falling off the bed. It is definitely neglect on their part.

Leslie32

The Keystone Communities are not really independent-living. They really are what I would consider the next level from that and they're excellent. They were the only other facility that I felt comfortable with having my mom in. The culture of care was present in every single staff person and they keep their health people for a long time. The food was excellent. The memory care patients that are in their memory care wing have these bracelets on them so if they get too close to the door, the alarm goes off. When we were doing a tour, that happened and the guy that we were doing the tour with, stopped immediately, excused himself and took care of the situation. I felt that was wonderful.

Joy5

The staff and the residents felt like one big family. They are so wonderful and caring. They had simple everyday activities and had people come in for music. Their food was the big complaint, it was served cold.

commercesd

The Rosewood Estate of Highland Park is really convenient to get to from anywhere in the city of St. Paul and close enough to Minneapolis to make it easy from there, too. This is one of the reasons we decided to consider it as a place for our aunt to live. We were first struck by the lovely foliage in the front of the facility. The adjacent gazebo was really pretty. All of the landscaped courtyard gardens were some of the nicest we"˜ve seen. The private rooms had really beautifully crafted Colonial furniture which reminded us of an Ethan Allen collection. Each room is also equipped with an emergency call system which we really liked. Many of the gathering rooms featured fireplaces. The facility was very spacious overall with friendly staff in a home-like atmosphere. Our aunt liked the choice of exercise classes since she has always attended them regularly. They can tailor the food for any dietary need. The diabetic meal (their specialty) we tried was very well prepared and didn't taste like it was lacking anything. The snacks were all healthy and looked good, too with fresh fruit, cheese and crackers. The recreational facilities were all above-average featuring lectures and discussions and many planned outside and inside events. Our aunt particularly enjoyed the lounge and the enclosed outdoor patio.