Luther Manor

This is the first review I have ever posted. I feel I need to post this review to warn people to not use this facility for any of their family members.
In no way does the Courtyards offer any degree of "assisted living". The vast majority of the staph is lazy, rude and uncaring. I have been there and watched an employee stand in one spot for 45 minutes using her cell phone to text and watch videos. She did not distribute any of the medications on her cart during this time.
We should have moved my mother to a different facility after the very first night. She used her call button to request help to use the bathroom. After using the call button numerous times she attempted to use the bathroom herself. She fell, wet herself and spent 6 hours on the floor. Their excuse was the button didn't work.
During her more than two years living there her room was never dusted. The toilet was never scrubbed. She informed the staff that she dropped her therapy clay. They never cleaned it up. It ended up stuck to the carpet as hard as a rock.
They were so short staffed that she once went three weeks without a shower. When she was finally given a shower they left her alone in the shower room for an hour.
She tested positive for COVID and was transferred to the care unit. The rooms had no phones. The staff would not take the unit phone into her room because it would become contaminated and they would have to sanitize the phone. Upon returning to her room she found it exactly as she left it. No cleaning, no sanitizing and the bed unmade.
During COVID she ate in her room. She spilled crumbs. No to worry the bugs came and ate the crumbs.
When the dining room was reopened the staff would argue as to who would take her to dinner. After lunch their was no one to take her back to her room and she had to wait for more than an hour.
On numerous occasions she asked that the curtains in her room be opened. Many times her request was ignored. The bugs came out in the dark. She used the wheels of her walker to run over the bugs.
When she lived in the Terrace the food was good. No so for the Courtyards. The food was awful. She requested an extra slice of bread and was denied.
The final straw occurred as we were actually leaving the Courtyards. My wife was given the discharge papers. She placed them on the backseat and started driving to the new facility. The Director of care at the new facility looked at the papers and discovered they were for a different patient. This is a HIPPA violation.
Please look for a different facility if you or your family member needs care.

Re: This is the first review ... Luther Manor replied on Wednesday, December 8th 2021

Hello John… We are both glad and deeply saddened to read your review. We are glad that you have taken the time to write about something so deeply personal for you and to alert us to your experience here at Luther Manor. However, we are also deeply sad about the content of your review. Please accept our sincere apologies. We hold ourselves to standards that far exceed what you've cited - striving to be known for and marked by abundant living and compassionate care for all. We would love the opportunity to talk with you, learn more about your experience, and apologize to you directly. If you would be open to that, please call 414.464.3880 and ask to speak to our Chief Clinical Officer, Karen Gibbs or our Chief Resident Experience Officer, Patrick Hansen. Thank you again for your time and your consideration.

Negative stars if possible. Horrendous staff. Nurses and administrators DO NOT CARE. The people who hire their staff don't hold their employees accountable because of the need to fill positions. COMPLACENCY. My grandfather is miserable, and DOES NOT get the care he deserves. The staff is so rude; they are openly unprofessional with family members/visitors. It's sad. It's sad that our elderly people are not getting quality care, especially since they pay for it. It's no soup kitchen... Yet on second thought, volunteers at a soup kitchen would be more compassionate and professional than the staff at Luther Manor.

Re: Negative stars if possibl ... Luther Manor replied on Saturday, September 11th 2021

Hello Rose...We are so sorry to read this review and to learn of your experience with us. Our reputation for high quality and compassionate care means that this kind of review is very personal for us. We would appreciate the opportunity to learn more, understand the specifics, try to make things right and, more than all of that, do what we can to ensure that your experience is isolated. Can we ask you to reach out to Patrick, our Chief Resident Experience Officer, at 414.464.3880 to discuss this further? Again, our most sincere apologies.

Sherry and Laurie were awesome as my sisters and I struggled with an unexpected relocation of my parents. They understood, better than we, the challenges, having long term history in the field and personal history with their own family. It was meaningful and helpful to know they sincerely cared, had answers, knew options and were abundantly patient with all of us. Our folks are settling in and enjoying the fabulous campus, spacious apartment and many and varied activities. Thank you to Luther Manor! Thank you Sherry and Laurie!

Re: Sherry and Laurie were aw ... Luther Manor replied on Wednesday, September 1st 2021

Thanks so much, Mark, for such a wonderful review. We are ecstatic that you felt heard, cared for, and a sense of peace in where your folks would live. It's our privilege to care for them and provide an environment where they continue to live a truly abundant life! We know that the sharing of your own experience will be helpful to others who are considering the same things.

We have lived in an Independent apartment at Luther Manor for two years, and we find this life style a perfect fit for us at 84 years of age. We have made many new friends among the wonderful people who live here. We are retired musicians and have found many opportunities to continue to enjoy performing, from singing in a residents' choir to leading monthly sing-alongs and playing in an instrumental trio. We have learned to play cribbage and participate in a monthly book club and Veterans Club. We walk almost two miles every day enjoying the beautifully landscaped grounds that surround Luther Manor. We enjoy good food and interesting conversations in the dining room. We are happy we chose to move here when we did.

Re: We have lived in an Indep ... Luther Manor replied on Wednesday, August 18th 2021

Thanks so much, Tom, for such an in-depth and honest review! We are grateful you and Joyce have joined our community and hope that what you've shared is helpful to others who are considering calling Luther Manor home.

I have a family member here. Prisoners are treated better. They wouldn't allow anyone in for so long and they still all got Covid-and then were all forced to take the vaccine right after. They would not help us get a working phone to her when she was sick. They don't call if anything happens to her. All teeth were gone after a year of not seeing her. I could keep going…couldn't even get a wheel chair to take her to the car. So what do they do? This place needs to be shut down.

Re: I have a family member he ... Luther Manor replied on Monday, August 9th 2021

Hello! We are disappointed to learn of and read your review. Understandably, you are concerned and frustrated! Our reputation is built on our high-quality care, respect and dignity for all of our residents and we endeavor to exceed expectations at all times. However, in this case, we do believe that there may be some misunderstandings. Rather than addressing each concern via this reply, would you please contact our Chief Resident Experience Officer, Patrick Hansen to discuss your experience with us in more detail? Our main number is (414) 434-1765. Please accept our sincere apology to you and yours and thank you for reaching out to Patrick when convenient for you to do so!

A family friend is there and put in hospice instead of rehab. His cell phone has been missing after 2 weeks of getting it. Nobody helps him to walk. He is getting thinner and thinner since he was put on. a pain killer Fentenal that is way to strong for him and is upsetting his stomach and making him dizzyand has taken away his appetite. So he is now laying in bed all the time. We are constantly worried about him.

Re: A family friend is there ... Luther Manor replied on Friday, April 9th 2021

Hi Jean! We would encourage you to reach out to your friend's health POA for clarity regarding what is happening and why. HIPPA laws prevent us from sharing those details. In regards to your friend's phone, it was accidentally sent out with the laundry and is being returned. Please know that our reputation for high-quality care is one we take seriously and we work quickly to resolve known issues. Thanks for reaching out.

Brianna Gonzalez opted not to leave a text review of Luther Manor

I had a interview with Mary Lou Daze. I was interviewed twice, and I stated in both interviews I had a criminal record which was over 20 years old. I got hired, took my tb test and flu shot. Went in and did the paperwork. Didn't realize I was supposed to write down my criminal record. She looked over my application and said everything was fine. Mary Lou called me a couple of days later, very rude saying " why did I lie on my application and it's falsification. She then stated" you need to come up here and finish this application and we will then decide if we are going to hire you or not. After talking to your so called HR Manager, I said "no thank you". This is not a place wherever I feel comfortable at. Very rude and nasty

Re: I had a interview with Ma ... Luther Manor replied on Wednesday, March 10th 2021

Hello Rita - We are certainly sorry for any confusion or miscommunication on our part. Please understand that we conduct multiple interviews with multiple candidates a day and certain verbal details may get missed. Good luck in your continued job search.

Left my immobile friend in her bed when she had to go to the bathroom until she couldn't hold it anymore or took 1-3 hours to come. Left her on a bed pan for 2 hours. Left her in her bed with no clothes on and the door open. Didn't have her medication ordered. She couldn't take it and had to leave after 30 hours it was so bad!!!

Re: Left my immobile friend i ... Luther Manor replied on Monday, March 1st 2021

MBJ, we are so sorry to hear this! Please know that this is not the kind of high quality care we expect to provide for each and every resident that calls Luther Manor home. Would you please reach out to our Chief Clinical Officer, Julie Jolitz, and provide further details so we can discover what happened and why? You can reach her by calling our main number, 414.464.3880, and asking to speak with her. Again, our sincere apologies.

Residents are put in front of the tv while the workers sit on their phones. I've witnessed workers eating from the resident's plates. Residents don't get enough stimulation and from the Medicare website it looks like the facility has been fined tens of thousands multiple times for this.

The staff is quick to recommend large amounts of medication to sedate the patients without giving family the adequate information about the meds. Including, "forgetting" to give the families the black box warnings required by law. Which was ironically after she became t19 and had exhausted all her personal funds.

There was also a Nurse practitioner there that the staff, including RN, referred to as doctor. She is not a medical doctor. The only doctorate she has is in philosophy. Totally misleading!

I was very disappointed that my grandmother had to leave this earth in such a terrible place. May she forgive me for not being able to do more to move her.

In response to the owners remarks- we met with Charlotte the director of nursing and was not impressed at all. They started switching meds after it was too late...

Re: Residents are put in fron ... Luther Manor replied on Friday, September 11th 2020

Hi J P! We are so sorry to hear about your experience with us and appreciate you making us aware of it. Please reach out to our Chief Clinical Officer at 414.464.3880 to share more of your concerns.