TerraBella Southern Pines

Overall decent. Staff very caring. Often physical access for family was frustrating. Front door bell doesn't ring inside facility, so outside of weekdays 9-5 you had to wait until a staff person walked by. Also had to find a staff person to let you leave. (Another facility had exit code posted in a visually disguised way so residents didn't use it.). Wish they could have provided iPad for Facetime/virtual visits for out-of-town family and friends. Phone access in general difficult.

I would not recommend Terra Bella for anyone's loved one. My husband was there two years ago. I met with the director almost weekly, with little improvement. My husband fell & broke his arm, I had to take him for follow up appointments although it was due to their neglect. He was sent to the hospital a couple times & I had to take him back to the facility because no one would answer the phone or there wasn't arrangements to pick him up

I had to remove my mother, very bad care, my mother was not being cared for, terrible situation. Would not recommend.

The maintenance and housekeeping staff are great. They work really hard to care for the residents. I cannot say enough about them. The building is very clean and well keep up. The best community I have toured.

We picked this community because, I liked the layout of the rooms, and the interaction with the staff. They need to add more social activities for the residents.

This seems to be an average community. They seemed to be short staffed like a lot of communities in the area. I'm not sure if this is because of the time we are in, or circumstances. The director is willing to meet with me about my concerns and questions. At first it they were not following through with requests from the family. The plates of food look like a tv dinner and this isn't what was told to us during the tour. We were told the community had a chef who will cook balanced meals. The residents request additional food and the community is declining this for the residents. The nurse is good at making sure my loved one has coffee when they want it. From the time I had the tour to when my loved one moved in, the community was sold to a new company, and the community didn't tell us this change during the tour, so we would be prepared. There was all new staff when we moved my loved one in. The memory care unit has a secure entrance, and the family will have to wait for 10 minutes or more to get in or exit the memory care unit. There has been no follow through in finding a receptionist to allow the door to be open for visitors. The internal communication is off and the family member communication with staff as it is hard to get a staff member to answer the phone about our loved one. The staff isn't following the communication care plan for our loved one. They called family prior to calling the hospice team after a fall.

They have good staff and caregivers here. The care my loved one is receiving is great! The staff truly care about my loved one and for their health and this is important to the family. There are somethings that can be frustrating as they don't have enough staff to man the secure door to let you in to visit your loved one. The visitor is left waiting at the door, until a staff member comes to the door. There is a delay in leaving the community, as the staff must let the visitor out the front door. There are three meals a day served to the residents here.

I would recommend the community to others for their loved ones. The care the staff provides and the way they treats my loved one is wonderful. The community is very active with activities and the staff make sure to assist the residents in engaging the residents with other residents for socialization. My loved one enjoys the food. There are three meals a day served to the residents, and he residents have choices to choose from.

The medical support was terrible. The regional nurse assigned to the building was at a different location, and was also terrible. When renewing my loved ones contract, the lady was yelling at me. My loved one was unable to get medication for a few days. There assessment of my loved one was not accurate. I had a really bad experience.

The main thing that sticks out about TerraBella Southern Pines is the staff who work there, they are extremely caring and friendly.

So far we have had an excellent experience we are very happy. When we speak to our loved one there she seems to like it very much, and she interacts with the residents and likes watching movies with them. Her weight and blood pressure is very good, and she loves the meals. The food there is very good. The cleanliness of the community is immaculate.

A beautiful and well presented community. Not sure she would need all that assisted gives.

The staff was always very friendly and helpful. I just think it wasn't the right level of care for my loved one. Elmcroft is designed for someone who can still independently care for themselves. I thought the cost was reasonable for what they were able to do there.

It's really tough to give an accurate assessment because of Covid. They only just opened up for in-person visits in the last week, and they opened dining a couple of weeks ago. Before that it was served in the rooms on a styrofoam plate. The staff have a tough job, and the added responsibilities of Covid have been hard on them Everybody there has been vaccinated. They do a good job encouraging our loved one to participate in activities. We've seen exercise, music, etc. We've had one rent increase since we've been there. Our biggest complaint is just not having access to our loved one due to Covid. Her cognitive level has declined since she's been there, it's unclear whether that's just a natural progression, or if it's due to limited interaction because of Covid. Some of the staff there go out of their way to help her and have been great at communicating with us. We definitely have our go-to people when we need to know something or get something done. Even the maintenance guy was happy to help our loved one set up a landline telephone and showed her where it was and tested it out for her. That made us feel a lot better about being able to communicate with her.

My husband and I were very impressed with Elmcroft senior assisted and memory care living. The brightness of natural light and canned lighting, the cleanliness and decor, the courtyard spaces, the way in which the residents were groomed, the friendly staff, everything about it was what we have been looking for in care for my parents. Elmcroft is definitely on our list of places we are considering for my parents.

We admitted our Loved One on [date removed]. She was ambulatory at the time suffering with Alzheimer's. We were told she would be quarantined for 2 weeks by [name removed]. If she wondered from her room, she would be steered back. The 1st week we witnessed her mingling among others in the lobby, either seated or wondering with her mask on. We assumed they had an out period with others entered at the same time. On [date removed] we received a call from [name removed], indicating she was found on the floor with diarrhea, sore throat and fatigue. We never received a call back from Elmcroft on her status. Only later did we finally reach someone at the hospital whom informed us she was discharged. She now has fallen and been taken to the hospital 5 other times since then. Apparently, last night, she fell again, no call. We just spoke with [name removed] who indicates that [name removed] spoke with [name removed]. We pulled our phone records, no call from Elmcroft. We are in the process of getting an attorney involved, as of now Hospice says she has deteriorated sufficiently, although they are not allowed in the facility to perform their care.

My aunt was very concerned about going into an assisted living facility. I convinced her to try Elmcroft for a month with respite care. It took a couple of months for her to acclimate to Elmcroft....but now she is very happy there. She tells everyone she is glad I convinced her to at least try Elmcroft for one month.