JULIET STEPHEN REST HOME

I have been here 4 months and would recommend this place to everyone. I thoroughly love all the activities and try to come to all of them!

The staff changes are constant here. Recently my father was taken from Merrill by ambulance to the ER and I was not notified. The first call I received was from the hospital 6 hours after he was admitted. I am the first person on my dad’s call list and they didn’t seem to find me. I was mad and sad to know my father was in a hospital all alone for those hours. We thought that being in assisted living would prevent this from happening as opposed to living alone in his home. The front desk person working that day was not trained on what to do in the situation and had no clue how to handle my dad going to the hospital. How can this be when this type of thing happens regularly at assisted living places

The place undergoes constant changes in both the staff and management levels. They can't seem to complete the simple task of faxing a monthly form and invoice to my mother's insurance company. In the past year, they have failed at least three times with that new person who is supposed to be in charge of it. My voicemails and emails have totally been ignored. Even though this was brought to the GM's attention, it's not being addressed either.They don't seem to know that they're in the business of caring and compassion. Put your loved ones somewhere else that truly cares.

We moved my brother into an independent senior living apartment. The staff was very professional and made the process of signing up and moving in very easy. Everyone was very helpful and professional

As is with all businesses, changing of management staff is a challenge. Such has been the case with Merrill Gardens Willow Glen over the last year. One poor Director hiring can take its toll very quickly. Getting that Director to leave and find a good replacement also takes time and effort. I and my uncle lived through the process. What I found important that once identified, Corporate took corrective action, immediately placing an intermediate manager in place to correct damage that was done and to start a search for a 5 star replacement Director. My uncle is in the Memory Care Unit and I could not be more pleased with his care. Staff attitudes have been redirected into the needs of the residents, open communication with the families, a clear definition to all parties of what the goals and standards are, staff are cross trained, a new proactive RN has been hired. The residents are well cared for, the place is immaculately clean, staff smile and take that "extra" to spend time with the residents and listen. Activities and entertainment are scheduled daily. In Memory Care an Activities Coordinator has been hired that is trained in Dementia Seniors Stimulation, to exclusively work with these residents.. The Facility Director sets the tone and standards and insist the staff comply to them or HR takes appropriate action for correction. It is not business as "casual whatever you feel like doing" , but rather it is business handled in a professional manner as defined by policy. I personally like the Director's fair and no nonsense approach, and his willingness to fill the gap when staffing manpower conflicts occur. i.e., driving the resident bus to an activity. I'm at the facility constantly and at different times night and day and I can attest to the fact this is a wonderful facility for Assisted Living and Memory Care.