StoryPoint Forest Hills

We recently toured the facility and it was a great experience. Ryan was very open and knowledgeable about the community and shared expectations of families and and care communication. Overall a wonderful facility from the tour.

Avoid Provision Living Forest Hills if your loved one requires support so they can age gracefully and with dignity. Our loved one lived in assisted living Dec2023–May2025 after a fall without injury. Prior to admission she lived independently with dementia, but with family in-person oversight and calls, supplemented with blink cameras. Within 4 months of admission, she was admitted to Hospice, a completely unexpected and worrisome decline that’s hard to accept even now, although you hear about it happening. There is a lot of Resident Aid (RA) turnover. There appears to be no sensitivity training. RAs are not held accountable for performing tasks defined in the Care Plan or Provision’s Level of Care definitions. Level of Care costs rapidly increase by thousands of dollars per month on top of rent, but RA support does not appear to increase accordingly. Several times we were told “she’s in Hospice.” “They should be taking care of that.” There were periodic requests to the former Nursing Director to incorporate specific instructions in the Care Plan as care and cleaning needs were not being met including remove meal trays so they don’t pile up for 5 days, make sure there is a roll of toilet paper on the holder, place incontinence briefs so she sees them, set clean clothes on the bed every day/ensure she changes, assist her to lunch and dinner, clean poop on outside/inside of toilet, clean carpet/mop floor, etc. Often family had to report cleaning needs to Concierge before any action was taken. Although our loved one was reliant on a walker, it went missing. RA located it in the dining room raising huge safety concerns. The possibility of a medication error was discussed with the former Nursing Director as our loved one never lost the ability to swallow or take pills, yet meds were administered in applesauce. Bad side effects followed. There were instances of pills found in the carpet suggesting RA did not provide proper medication administration oversight. In a single incident following discharge from Hospice, our loved one wanted to go outside for a walk on a beautiful day. Immediately, family were asked to carefully monitor and consider Memory Care. Safety first of course, but with the multitude of cleaning and care gaps observed in assisted living, a move to Memory Care was out of the question. Monthly billing statements are confusing and lack detail, i.e. hefty room tray charges without specifying the number of trays and the day(s) delivered, an unexplained increase in Level of Care costs. End of May2025, a “refund” email was sent to family followed by a “credit” email, both requesting the address to send a check. When detail around the “refund” or “credit” was requested, it was never provided. A month later when no check was received, a status update was requested. “No refund is due” was the outcome. Many failures were observed over 18 months. On a lighter note, Provision activities and the Activities Director are fabulous. The dining room is lovely, but the food varies. The newest chef seems to have better oversight and accountability. There is a perception that RA turnover and gaps in quality and care are because staff are underpaid and not trained properly. Our observations are that RAs need to be better screened, trained, managed, evaluated and retained. Management and leadership are unstable. The Executive Director and Nursing Director were new in role at the time of our loved one’s admission. A new Executive Director and Nursing Director started Apr2025. When asked if there was an exit interview, we were told it’s never been done as “most people who leave here have died.” “But it’s a good idea.” As of 14Jul2025, our loved one has been in a new supportive environment for 8 weeks with well-trained, sensitive and attentive staff. “Come get me now” phone calls have stopped (yes, our loved one still uses an iPhone 6-plus!). She and her apartment are clean. She wears clean clothes every day. She participates in activities. We are grateful.

This facility is poorly managed. Other similar facilities I go to have people who's *only* job is manning the desk/door 8am-8pm. The front desk staff here are constantly called away from the desk to do other things, which defeats the purpose of their job manning the door. This forces care staff to walk away from their important work caring for the elderly to run around the building to open the door. This is not their job and I'm sure they're not getting paid enough to do this extra work. Today I was waiting to leave while someone else was waiting to get in. The desk person was clearly late. The man waiting at the door was using the door phone, but nobody was answering. They were probably busy doing their actual job that is way more important than opening the door for everyone, I don't blame them. Then an elderly resident decided to press the handicap button enough times that it set the alarm off, because they obviously don't know any better. This shouldn't happen, it's just a bad way to run things. Other facilities don't have this issue. They charge residents and their families an abhorrent amount of money, so I'm certain they can afford to keep someone at the desk 8am-8pm. Please do better.