NEW HAVEN MEMORY CARE OF TOMBALL LLC

We love New Haven for my Father. It is reasonably priced and the staff takes care of my dad. They communicate well. And know and greet us each time we are there.

TLDR: The New Haven memory care staff observed another resident shoving my mom multiple times and also observed other dangerous behavior from this same resident. No one called me. Ever. Last month, the final shove landed my mom in the ER with her front teeth knocked out and horrible facial bruising. I was called by the care coordinator and spoke to the EMT who said she was shoved. Still, no one from the facility will produce video footage from the time of the incident, nor will they give me any details or admit that she was pushed. This is not a safe or trustworthy place for my mom. Long version: My mom was at New Haven for a year, most of it in memory care. The first few months were great. They weaned her off cigarettes (lifelong smoker) and she was always clean and cared for when I visited. Then a change of directors caused a whole slew of issues. The nurse practitioner called me about 4 months ago letting me know that mom was covered in bruises and no one could tell me why. The place has cameras in the hallways, so nothing is missed. No one from the facility bothered to call me and tell me that she had been shoved by another memory care resident. As if that wasn’t bad enough, the next incident of shoving by the same resident left my mom in the ER and then home with me on hospice care. We didn’t think she was going to survive it. Thank God she did. I’ve been rehabbing her at home, and she is better than ever. All I’m getting from the facility are lies and denials when I’ve heard from several reliable sources who work there that they knew this was going to happen eventually. Apparently that director is no longer there, so I hoped for some honesty, but nope. I wouldn’t trust them with my loved one knowing that they allow this kind of behavior to continue in an environment where everyone is mentally impaired with no consideration for the other residents who are impacted. Think long and hard before placing your loved one in their care. Staffing is a big issue, and so is management with communication and transparency.

My Mom was here for almost two years, and there were great employees and employees who didn't really care about their job. The worst part was the constant turnover so you were always trying to learn how the new people operated. There were also three Directors there in less than two years. Again, alot of turnover. When the new Director decided they could no longer care for my Mom as her dementia increased and health decreased, we received an eviction notice with 30-days to vacate. No call, just an email, which was very unprofessional. Also when we did leave, the Director there tried to offer a refund that was way less than what we were owed. We had to quote their own contract back to them to explain what we were owed. We had to call and email repeatedly to get our refund, and it finally appeared one day without any communication.

Our family member was a resident of New Haven for two years before she recently passed away. Being a smaller facility than some, New Haven provides personal care in an easy and relaxed setting. With the relativity new administration, all of our mothers needs were met and staff and administration were available to hear and act on any concerns. The most valuable asset that New Haven holds are the committed staff who took time and developed caring relationships with our mother and had a deep interest in her well being. This was critical to my peace of mind as I live across the country and could not be readily present. My thanks go out to those special caregivers.

I wrote a very favorable review of this facility when my sister first became a resident back in July of this year. To confirm initial impressions, I wanted to follow up with an update on the care my sister is now getting. Our family feels extremely blessed to have my sister in this facilities. She has been so well looked after and cared for in all aspects of her life. She loves the balanced meals the chef prepares, absolutely enjoys the social life and activities provided by the facilities (big shout out to Jamie - the activities director), and the care givers and nurses are second to none. They do so much to help oversee my sisters health (which is in a compromised state) while still providing her with space and respect. Its such a fine line to balance but they seem to do it with ease. All this takes place under great leadership. I have been so impressed with Stephanie the Director of the facilities and her right hand person Brianna. They are both readily available at all times and quickly address any concerns. They ensure there is great communications among the staff as well as the residents. I have observed many times all the staff members (including the upper leadership) discussing issues with residents and giving them sincere care, concern and respect. I frequent this facilities several times a week at random times as my schedule allows. Not once have I ever observed anything but the absolute best from the New Haven staff. As stated at the beginning, we are truly blessed to have my sister residing at New Haven- Tomball. I strongly endorse and recommend this facility and only wish there was a higher rating than 5 stars!