Heritage Woods of Gurnee

IWouldn't put my dogs place in this place over prices and Death looking in this place
Feb 5th, 2024

My mother loves her home here. Management and Nursing staff are expeditious with responses to any questions I have. Great friendly people!
Jan 20th, 2024

Heritage Woods (HW) is situated in a wonderfully convenient location that makes it appealing, and the apartment units themselves are charming (spacious enough and well maintained) but the experience itself for my loved one and our family was a frustrating one. A funny thing happened on move in dayanother group was moving their loved one out. A gentleman with this group sighed and sourly stated to us as they exited the place, good luck! while shaking his head. Deductive reasoning indicated this family may not have had a happy time with this facility. This review is being written in fall of 2023 -- after not even one full calendar year of residency. The issues: *High turnover of office staff and leadership (finance manager, intake coordinator, etc.) which brings us to the next couple bullet points. *Constant billing issues The monthly assessments were all over the place and inconsistent during the residency. Addition of hidden costs like PT that was not consented for. *Failing efforts to tighten communications. The person who on-boarded our family indicated that HW will coordinate travel to doctor's appointments. This turned out to be incomplete information. The on-boarding staff shared that diabetes health management is provided. This of course also turned out to be non factual. *My loved one experienced a fall bad enough that resulted in an ambulance ride and hospitalization. Yes, falls can happen anywhere however no staff member from HW alerted the family. *While there are some lovely staff members at HW who are more than helpful, capable professionals, there are others who are clearly indifferent to resident needs. The day shift admins do nothing but dodge accountability and make excuses for the dwindling care or what care is supposedly offered. *One director in particular had stricken so much fear into my loved one, this person was actively avoided. *During Facetime calls with my relative, some CNAs will come in and immediately start yelling. I would have to promptly chime in loudly that I am on the phone and can hear the staff member speaking recklessly. *The seniors who arent quite great at toileting are allowed to fester in their neglect. Just walk the halls and you will experience this as a guest. *In passing and speaking with other residents, many are vocal about the declining services at HW. I witnessed a resident alerting nursing staff who were holed up in their office about the lack of attendants during dining hours a gross dereliction of duty given these seniors/elderly/sick residents should be supervised due to choking risk. I'm sure Gardant corporate or their social media monitor will issue a boilerplate, "we are sorry you had this experience" reply. You can save it. I wrote corporate months ago with my concerns and was categorically ignored. Train your staff on empathy, improve communications, remove "assisted" from your marketing and website, and conduct leadership/staff development to increase retention.
Dec 29th, 2023

Cleanliness leaves a lot to be designed especially in the dining area, old wet used rags are kept in a red bucket in a sink in the dining area visible to all and used over and over again to wipe the dining tables while residents are still eating. When arriving in the morning for breakfast you can see a film on your table which I personally find unappealing I then get a wet and dry paper towel and clean my table myself. With this being the case in the publics eye Im really concerned what goes on it the kitchen behind the closed doors. Now when potential new residents are given a tour their guided down the north hallway which is well kept carpet included, but if they were to go down the opposite hallway they would see a very stained carpet and smelling heavily like cigarette smoke area which residents have to deal with on a daily basis. The main lobby (entrance way) is very well kept and the thyme is changed to reflect the seasons which is great for the residents along with occasional fresh flowers and plants for residents free of charge to take to their rooms to brighten up their lives a bit. Now for the receptionist is totally professional and goes above and beyond helping all who enter and the residents also staff members with all their needs she brightens up the area like a ray of sunshine.
Nov 19th, 2023

Sep 30th, 2023