Grand Living at Riverstone

I MILTON

Let me give it to you straight. If your loved one is 98% independent and only needs minor assistance, The Grand at Riverstone will feel like heaven on earth. But if your loved one has serious, life-threatening medical conditions, DO NOT place them here. My mother has COPD, and what our family experienced at The Grand was nothing short of horrifying. THE BEAUTY OF THE BUILDING DOES NOT MATCH THE LEVEL OF CARE. The Grand is WOEFULLY understaffed. They rely on a temp agency workers to supplement their short staff. When you have unfamiliar caregivers rotating in and out of residents' rooms, how can you expect consistent, personalized care? These people don't know your loved one's medical history, daily routines, or specific medical needs. And that makes it a very dangerous situation. Like the night the temp filled the water cup on my mom's oxygen concentrator to the brim. Those cups are supposed to be filled up half way to allow the oxygen to flow. When I got there, my mom was just about to pass out as she was suffocating from the lack of oxygen. THE INCIDENT THAT MADE US REMOVE OUR MOTHER We removed our mother from The Grand following a medical emergency that resulted in her being transported to St. Luke's Sugar Land. For more than TWO DAYS leading up to that emergency, I had been requesting assistance from a nurse. She never came when requested and did not follow up the following day to determine what my mother needed. When the nurse, LaToya, finally came into the room, I explained that I could not keep my mother's oxygen saturation above 75%. Her response? "She looks okay. She doesn't look distressed." She did not take my mother's vital signs, perform a meaningful assessment, or demonstrate any kind of urgency. Approximately 30 minutes after I took my mother outside for some fresh air, she lost consciousness. My sister and I rushed her upstairs to get her connected to her oxygen concentrator. While my sister was calling 911, LaToya apparently thought it was appropriate to pull out her cell phone and begin filming the situation. FILMING! While we were dealing with a medical emergency involving our mother, she was filming. after the incident, we repeatedly asked LeAnn for answers. She told us that her nurse claimed we had declined her services when she arrived. There is just one problem with that explanation: WE HAD BLINK CAMERAS in the room. Our mother's room was equipped with cameras BECAUSE of the lies and negligence we had been experiencing leading up to that day. To this day, we have not received a satisfactory explanation for why the nurse failed to respond to our earlier requests for assistance. THE BILLING DISCREPANCIES — OVER $10,000 IN QUESTION As if the care issues weren't enough, we began reviewing our mother's billing statements and discovered incorrect charges. We estimate that The Grand owes our family well over $10,000, and we fully intend to pursue recovery of any money improperly collected. When we questioned LeAnn about one particular charge, her response was astonishing. She told us she didn't know what the charge was for, but that EVERYBODY gets charged for it! Ill tell you what the charge is for. They listed my mom under assisted living but were charging her memory care price. We figured that out because the amount on the contract and the amount we were getting billed was the same amount listed on the contract for memory care. Furthermore, we were puzzled about why our mother's pendant history listed several of her pickups and drop offs in the memory care section. We deserve answers, and so does every family paying for care at this facility. THE PENDANT RECORDS — MORE QUESTIONS THAN ANSWERS We also requested our mother's emergency pendant response records. mainly because the weeks leading up the the 911 call, their response time was pushing 20 to 30 minutes. When we examined her pendant records, we found entries that raised serious concerns about their accuracy. Some records listed response locations where our mother had NEVER been, including an upstairs public restroom and the pool deck. My mother is deathly afraid of the water so being at the pool deck for a pick up was a flat out lie. Furthermore, my mother uses an electric wheelchair and has her own bathroom inside her apartment. Why on God's green earth would she go use and upstairs bathroom she doesn't even know exists??? Plan on spending THOUSANDS of extra dollars if you take your loved one to The Grand. The staffing situation became so concerning that our family hired a private caregiver to help care for our mother. And here's what made the situation even more frustrating. Once staff realized our mother had a private caregiver, they stopped performing certain checks we understood were part of her care. At night, staff were supposed to check on our mother, including checking her oxygen equipment and ensuring she was okay. Instead, they would open the door, notice the private caregiver, and leave without performing the expected checks. AND YES, WE HAVE CAMERA FOOTAGE OF THESE INCIDENTS. We were paying THOUSANDS OF DOLLARS to The Grand for services they were legally required by law to perform only to see them stop. MY WARNING TO OTHER FAMILIES Please do not confuse a beautiful building, attractive furniture, and impressive amenities with quality medical oversight and dependable resident care. The Grand is suitable ONLY for independent residents. I would NEVER recommend this facility for someone with serious medical needs who depends on staff responding promptly and consistently. Especially at night. When your loved one presses that emergency pendant, you need to know someone will actually respond. You should never have to wonder whether help is coming and that is EXACTLY what will happen at The Grand. Our family has video footage, billing statements, pendant records, and firsthand experiences supporting everything I've described. We trusted this facility with our mother's well-being. What we experienced left us deeply disappointed, angry, and concerned about the safety of other vulnerable residents. THE GRAND AT RIVERSTONE IS A BEAUTIFUL BUILDING. BUT BEAUTIFUL BUILDINGS DON'T SAVE LIVES. ATTENTIVE, COMPETENT, AND RESPONSIVE CARE DOES. If your loved one has serious medical needs, please investigate carefully, ask difficult questions, and do not rely on appearances because they WILL be leaving with a toe tag.

Anthony

Content: A grand place to hang your hat with total regard to your comfort. Exceptionally clean, caring staff, wonderful activities, convenient to shopping, three restaurants with changing menus. I could go on, but if you're looking for a place to live, take a tour and see for yourself.

Gary

What I like at Grand Living at Riverstone was the apartment itself. It's a brand-new facility. It's only a year old, and they have not even opened up some of the apartments. The one that we looked at yesterday was the largest that they have available. It's two-bedroom, two-bath. There's a very large living area and lots of windows that let a lot of light come in. It was the only one they had available, so I persuaded my friend to reserve that apartment, and she did. Another reason why I chose this place is because my friend can move to a place where she has more room, where she can have an overnight guest if she wants to, and where she doesn't have to think about preparing meals. She can simply go down to one of their three dining rooms and have a gourmet breakfast, a delicious lunch, and a world class supper in the evening. That's what she needs, and she deserves it. She has worked for the church all her life, and now she is in a position to be cared for. She is totally ambulatory. We don't know of any chronic metabolic disease or other health issues that are threatening her, but she just needs assistance in food preparation. The other people that were there were more like my friend than the other people that we met at the other facilities that were in a fairly severe physical decline and needed a lot of assistance. My friend is a very outgoing, social, even gregarious person, and she thrives in having conversations with people, so she will thrive in a place like Grand Living at Riverstone. We saw people in there playing a game of charades in the activity room. None of those people were even using a walker. The staff member who gave me the tour was very nice, very personable, and very sweet. We had a meal there and it was super delicious. It wasn't a great, great quantity, but we were satisfied. It's very fine quality food. They have hard flooring in the kitchen and living areas in the hallways, but the bedroom and closets are carpeted. But that's not an issue because this is brand new. Nobody's ever been there before, so it's not going to be an issue for my friend. There is carpeting in the hallway, but it's brand new, so it's not an issue right now.

Sherry

Grand Living at Riverstone is very upscale. It has a parking garage and external storage for my relative's recumbent bike. It has three different dining areas, which gives some variety, and all meals are made from scratch and are delicious. They offer a larger apartment than anywhere else we looked. So, it was the best of anything we compared to. My relative has already been down for a happy hour that has music. They also have workout facilities and reading lounges. They just opened, so they're still ramping up their activities. The staff works at being able to recognize the residents. They have a picture of each resident and so every staff member knew his name, and knew who he was, which makes me think that should something happen and if he wasn't following his routine, I'm certain they'll be checking on it. It's expensive, but for what he's getting, it is worth it. It's going to cater to people that have the financial ability to live there, so not everybody is going to be able to do that.