Hilliard Assisted Living and Memory Care

In 2021, I thought this would be a great facility for both my parents. Everything was great when I first moved them in. Living out of state, I was proactively notified if someone had fallen or there was any health concerns, which gave me great peace of mind. 12 months later, all of the staff, whom I and my Mom and Dad had established relationships left. There were instances when my Dad was taken by ambulance to the ER without notifying me. Management does not return calls. 2024 - Sadly, both of my parents have passed away (my Dad in Jan.) yet I’m still receiving past due invoices for charges I less than $[fee removed], after paying $[fee removed]/mo., no one will return my calls. I could go on with other examples, but unless you are local, can actively monitor the care of your loved one and want to manage monthly billing, I would NOT recommend this facility!

The move in process was horrible. There was no organization or documentation of what we needed. We were constantly told we needed just one more document. They did a phone assessment before she moved in. My MIL was in for 3 weeks and then we were given 24 hours to take her out. No warning. She was able to escape out an emergency door twice. They took no accountability for her escaping. Even though she had an appointment with her neurologist 2 days after, they didn’t give us a chance to get her medication changed. They were extremely understaffed. They did not encourage her to participate in the activities. I would definitely not recommend this facility to anyone.

My father's room almost never got cleaned. It took them weeks before they did his laundry. It was weeks before they gave him a shower. Laundry and showers were left up to my brother and I at the beginning. His medicine was late, some days doses were missed. They used my father's expensive pads on other patients and we had to pay for them. The director of nursing never ever responded to my requests for information or help. The only bright spot was one of the ladies at the concierge desk, a few of the aides and one or two nurses. Once hospice came in, my dad got excellent care. Thank goodness for them.

We were very pleased with the welcome we got from staff! The rooms are large compared with many places. Extra nursing levels are charged if needed. Meals are very appetizing and are more comfort food than gourmet but very pleasing. The community has family meals once a month and they are a lot of fun (such as brunch, Olympic game night, corn roast, etc.) Lots of activities and friendly residents. We are very happy with our choice of this community.

The staff in memory care seemed caring and nice but management were in over their heads. Food was so poor in memory care that ODH was called. They did a great job getting the people in memory care to participate in activities. The management is condescending and quick to blame others, little is their problem. The memory staff caregivers were doing the best that they could do.

This facility is very flexible with responding to individual needs. My husband has Alzheimers but I am not yet ready to place him in Memory Care. They allow him to attend the activities in Memory care during the day and then let him come back to the AL side during the rest of the time. The building is very clean; the Aides are kind, caring and polite. The food is absolutely superb!!

The review is based on the 19 days they were there. When we interview them before moving in they said they were overstaffed...they moved in and everyone said they were overworked and every aid said someone called off and it took them sometimes 30+ minutes to respond to their call buttons. I think their staffing has gotten stronger BUT still understaffed in my opinion...at least for what they quoted in their interview process. The facility was always clean, however when it would snow they threw salt on the sidewalks but those were not always plowed and cleaned off. With the exception of the understaffing and not responding in a reasonable amount of time, many nurses and aids knew their stuff, even the new grad RN knew some, but if she didn't she would find out and actually come back with the answer, never left us hanging. I'm a picky eater and even I liked the food! Knowing their needs I was quite disappointed to find out the true staffing ratio...only ONE nurse on at night for the ENTIRE facility! Most of the time only one aid at night too. That's dangerous in my opinion! Luckily she didn't need much care if any... he was completely careless. Luckily the day he moved in he went on hospice care and we had 2 sets of people caring for him daily, plus family. The residence was very nice, the care they promised and dished out during the walk through/interview process didn't match up. The pay scale for the services needed/rendered did not compute...I did medicine for 25 years...their care didn't even come close to what we paid monthly!!!

I love living at beautiful Stone Oak Retirement Community. I am happy, safe and busy My family doesn't have to worry about me. Everyone is very friendly and our many activities are outstanding. I can have my pet with me.

There has been a complete turnover of management in the past month. There is a new management team that is coming on board. I am very hopeful there will be some changes. The housekeeping in the residents rooms needs a lot of attention. The food is fine, but they said the residents would order from a menu. This is not the case in memory care.

They are a nice facility and the best we felt however they had a lot of turnover during the time of us for no contracts etc which was very frustrating and even hard to sign an agreement. We got through. Staff super nice but lower so time to get took a little longer than like...overall it's fine..

There seems to be some staffing issues like everywhere. Not enough people for the dining room. They told us that the dining room would be open all day but they had to change to 2 hour windows for each meal. The waits are long to order and get service.

My loved one is really enjoying the food, and they have a new chef. They have lots of things to do for the activities. They have two floors. In the apartments, they have pretty standard sized microwaves and refrigerators, which was a bonus.

I would advise others to bring money. The location is convenient for me and I think they make a good effort; but it is an expensive effort.