03/08/2013Mallard Cove Senior Living
My mother was a resident for over a year and we made the decision to move her out for various reasons, and glad we did because she now has a friend who is being hounded by their very &amp;quot;fake&amp;quot;marketing team. Glad to have had the chance to share our experience with her family and now the public, because when my mom moved in there was a very lovely and genuinely caring young lady we worked with back in late 2010. We fell in love with the community because of others like her. The staff was genuine and you could tell that the employees really cared about the residents. The activities were fantastic and led by another very lovely young lady who spent a lot of time with my mom even before she moved in getting her excited about all of the activities and based on a conversation she had with my mother an entire month before she came had her favorite wine at happy hour and her favorite singer, John Denver, playing on the jukebox on her very first day. This really showed us that she had a real interest in trying to make my mom feel happy and welcomed, and that kind of service is not common in retirement facilities. We were both impressed and tears welled in my eyes when on the day she moved in both the receptionist and activity director greeted her by name and with a hug and said &amp;quot;we are so excited you are finally here. we have all been waiting for you!&amp;quot;. The nursing staff was knowledgable and never acted rushed or impatient, though they were always very busy. The servers in the dining room were friendly and knew everyone by name. The dining room manager was always so helpful (though I can not say the same about the head chef.) They were always short staffed (really just always under staffed regularly-I worked in the industry and they in no way ever had a proper server to table ratio) but the dining room manager would always go above and beyond to make things as close to the &amp;quot;fine dining&amp;quot; atmosphere that was promised upon move in as he could. But then things began to change a year or so later.The marketing girl we worked with left, the dining room manager left, and it started to become obvious that true burn out was occurring with the staff. Not one of them ever complained and they always had smiles on their faces, but you could tell they were working their butts off and it didn't feel right. As they all would say what a great place to work it was, you could tell there were problems. My mom began to worry about them as if they were her own children. There was clearly something wrong with management and this shift seemed to happen when the executive director left and they did not replace her. Instead, they brought on an &amp;quot;owner representative&amp;quot; who was never around, and my mom commented that she &amp;quot;talked to all of us like we were children.&amp;quot; Slowly Mallard Cove drifted further and further away from what it was when mom first moved in and we made the decision to leave. I left word for the owner rep to contact me and to have the owners contact me to discuss some of the reasons mom was leaving and I never heard from anyone. The only thing I can say is that the employees are good, hardworking people and are under-appreciated. When those good employees start leaving, there is always a reason, and that was reason enough .Also, the cost of guest meals was way too high for the service and quality of food received. My mom misses Mallard Cove and all of her friends, but we made the right decision and I hope this helps you.it is sad when a marketing department that is working with the elderly uses tactics comparable to that of a used car salesman. My mom's friend has early signs of dementia and I fear how they may have taken advantage of her had her son and I not had the chance to talk.