Sunrise At North Hills's Online Review Report Card

My father lived at Sunrise at North Hills for 3 years. During his journey through struggling with dementia, the staff was always very loving and kind to my dad. He was well cared for and I never had to worry about him. The staff was responsive if I ever called and needed anything. They gave me peace of mind knowing that my father who no longer could care for himself was being treated with kindness and dignity during the last few years of his life. It helped enrich our relationship taking some of the stress of caretaking off of my plate, so that I could just focus on spending time with my sweet dad. I'm forever grateful to Sunrise at North Hills.

ABSOLUTELY HORRIBLE!!! And we didn’t even get as far as moving my father in to the facility Sunrise at North Hills. The conflicting information I was receiving from the marketing team(Grant & Alex) regarding quoted pricing, insurance filing and when charges would begin created so many “red flags” prior to move in day. Then finding out that they would begin charging my Dad the room rate of $156/day a week prior to the agreed upon move in date (when the fact is they couldn’t even tell us when the room would be ready, only saying it would be ready “soon” because the carpet still needed to be removed and replaced). So from the time we did the initial tour of the facility and saw the room for the first time when it still had the dirty and stained carpeting Sunrise wanted to begin charging my Dad 7 days later! In other words, when Sunrise couldn’t/wouldn’t even give us an exact date as to when the room would be ready so we could begin arranging move accommodations and give notice to my Dads current facility where he had lived for 7+ years, they expected us to begin payment and take financial responsibility for the room within 6 days of touring the “not yet ready” room. The final determining factor…… When I went to sunrise to sign all the multiple forms for admittance just prior to moving in and becoming a permanent resident. Keep in mind this is after Sunrise had already performed their assessment of my Dad so his level of care could be determined by a Sunrise nurse (which determines the care level rate(added an additional $59/day for my Dad)). Also, this is after the rates had been discussed in length many times with both Grant & Alex so that I could do all my calculations to be certain we wanted to proceed with moving in. So now I’m at Sunrise reviewing and signing all the official move in paperwork only to find out now, AND ONLY NOW BECAUSE THIS WAS NEVER EVER MENTIONED in any of my prior conversations with Grant or Alex or even after the nurse did her assessment, BUT NOW, on the day I’m signing the final paperwork I’m informed that there will be an additional $1200/month fee($22,000 additional per year) because they will not allow my Dad to self medicate (which he has been doing for 8+ years with absolutely no issues)! I personally fill his pill boxes and give him a months supply at a time and he is absolutely capable of taking his medications 4 times a day. BUT because he can’t identify the name of a particular pill that the nurse would pick out of his pill box (which I prepared) but because my Dad can’t name the pill he’s now labeled as not being capable of self medicating and now Sunrise says he’ll be charged the additional $40/day fee equating to $1,200/month or $22,000/year!!! They tell me they are regulated and required by law to deem him unable to self medicate since he can’t put a name to a pill. I prepare his pills and we’ve been doing this for 8+ years without ANY issues and I most likely couldn’t even name a pill accurately if someone were to randomly pull it out of his pill box because so many pills look so similar!! However, if they say they are regulated and required to label him as “not capable” then so be it. BUT, BUT, BUT how did you so conveniently “forget” to mention this $1,200/month additional fee during all of the correspondence I had with Grant & Alex when discussing pricing!?!?! ABSOLUTELY UNACCEPTABLE and I’m so very thankful that we didn’t take that last final step into that room because if we had I wouldn’t be surprised if they suddenly would have said oops, we now determine that your Dad needs more assistance than we had originally thought so now his care level needs to be raised another level which will add an additional $1,000/month to your bill. FUTURE POSSIBLE RESIDENTS BEWARE!!! ****Sunrise….I see your response to my review asking me to take even more of my time to give you feedback. I filled out the Sunrise survey, including names of staff and dates. Either you disregard those surveys or perhaps the survey goes to one of the staff members that is part of the problem!

Sunrise at North Hills was home for my mother for one year. The professional staff always made sure she was safe, cared for and loved. My family will forever be grateful for this amazing team.

Dear Terri and Sunrise Staff, Saying thank you is inadequate to express my appreciation for the care my mother Sarah Forsyth received at Sunrise. I am forever grateful to those who talked to her, held her hand, brushed her hair, cared for her personal needs, helped to feed her, soothed her brow and eased her fears. The nursing staff was wonderful to work with and I knew they always wanted Momma to be comfortable. Looking back at the time Momma first entered Sunrise in assisted living I now have come to realize there were already signs of dementia that I was not aware of. The more I learned and the more the dementia progressed I was so thankful she could stay at Sunrise and move to memory care. Caring for Momma was not always easy I know, yet the staff showed nothing but understanding and compassion for her. It was so comforting to know there were people who understood her behavior and how to care for her. It was obvious close attachments and caring relationships had been made with Momma. Terri thank you for always being there for me and taking the time to listen to me and answer any questions I had. And to Simyah and Freda who were always positive and could make you smile on the darkest of days. Momma’s care was everything I wanted for her. With much love always,

Very professional staff, always clean and tidy, lots of activities, parties and outing. This is a great place where you can retire or have a parent stay if they are having loss of memory. This is a very inviting place for your loved one.

We were anxiously looking for a “Respite Stay” for an elderly friend, who was being released from a Rehab facility late last year. We stumbled on Sunrise of North Hills and absolutely found a gem. Instead of a temporary stay, our friend decided to remain at Sunrise for good. She moved from her temporary Studio into a nice 1 BR suite, before deciding she would like something larger, and now very much enjoys her spacious 2 BR apartment. Surrounded by her own furniture and favorite items, she truly feels at home there. The senior residence is in a nice and fairly quiet location, beautifully decorated and clean. Often fresh flowers greet you when entering the lobby area, and in the dining room as well. There is a wonderful courtyard area in the back, where residents can meet and enjoy the outdoors. We have mostly dealt with Grant Rogers in Sales and Marketing, who was always ready to help with whatever we needed. In fact, we have only good things to say about the entire staff, everyone is friendly and greets you with a smile, especially the wonderful concierge lady at the reception, Freda. She immediately makes you feel welcome and makes the place shine. We have visited very frequently and now, after close to a year, we feel comfortable in highly recommending Sunrise of North Hills. R. Hunn for Mrs. Thea

infested with cockroaches! everywhere you turn its a roach, running rapidly through the rooms and hallways. Roaches are turning into residents because they basically live there too! 😡

Sunrise at North Hills has the absolute best Executive Director, Heidi Keys, I have ever had the honor of working with! Heidi and her staff are all kind, friendly and seem to care for each and every resident’s welfare as if they were their own family! This is a wonderful place to consider home when the time comes for your loved ones! Thank you team North Hills for all you do daily to make this community feel like our loved ones’ homes ! We appreciate you!

Here’s the bottom line. It’s fine to place your family member here to live, ***but you need to be able to keep in touch and check on them frequently***. I can think of 10 times where I have gone in to bathe my dad because the staff didn’t show up to do it. Today is the 11th time. I used to have to do his laundry but they have gotten better about that recently. Also if you think the health of your parent is declining be sure to get an outside referral as I find the medical staff doesn’t do a great job at catching problems. The staff is pretty good at infection control and keeping everyone vaccinated, so that is a big help.

⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ Sunrise of Northhills is the worst place to ever want to work. The ED Heidi (she is very nasty and rude)And Coordinator Terri (also very nasty and rude and tells other care members business)shows favoritism, they let me go because of behavior and conduct when it was a problem with me and 2 other people which the two other people yelled in my face and cussed at me but NOTHING happened to them but because I took up for myself I was tooken off the schedule and terminated 3 days after mind you those same ladies who been there 5 and 10 years were able to stay on the clock and keep there Job I was the only one under review but not the only one arguing. I've warned Terri many of times how her leads were treating us care members and how nasty she was nothing was never done nor did she ever respond. They didn't like the fact I didn't let them talk to me any kind of way.... It has been plenty of times a resident falls and the 3rd shift lead puts them back in bed with no injury report or no vital check or nothing or times where they done get residents up to change or feed them I've witnessed this with my own eyes from care members from 1st and 2nd shift I've witnessed leads treat and act nasty to residents hitting them and almost knocking them down I've witnessed many of arguments between leads and care memebers and nothing was done about they behavior or conduct but because I spoke up for myself someone In my face yelling I get terminated I wish family of residents knew how they family got treated and talked to there and when they come around they act like they treat them so good it's all a front.. get your family out of there don't sent your family there. Terri don't care about no one all she care about is a vacation cause she is never there. That's why they are under staffed now and can't keep anyone because the management is so poor down to the Ed's coordinator and leads...they have bugs always crawling around in residents rooms rats residents always falling and they never have a reason why because they are not watching or caring for them they way they should