Legacy Oaks of Midlothian Senior Living

We chose this memory care facility because it was close to our home. Like many families, we reached the difficult point where it was no longer safe for our loved one to remain at home, and we trusted this facility to provide the care they needed when we couldn't. Our family remained extremely involved throughout their stay, coming by almost everyday. We also had a camera with audio in our loved one's room (where legally permitted) so we could check in on them. Our expectation wasn't perfection - it was that our loved one would consistently receive the basic care every human deserves. The issues we experienced were not isolated incidents or one-time mistakes. They were recurring patterns that continued despite repeated conversations with management and repeated assurances that corrective action would be taken. Unfortunately, there was no sustained follow-through. As our loved one's condition declined, they lost the ability to perform basic tasks, such as feeding themselves. This was also when we began noticing meals being missed, significantly delayed, or served cold. On more than one occasion, we gave staff the benefit of the doubt, assuming they had simply gotten behind. We would arrive expecting our loved one to have already eaten, only to discover staff were unaware they hadn't been fed at all. Some concerns included: • repeated failures to change our loved one's brief in a timely manner, followed by staff often denying it or acting unaware • finding our loved one in soiled clothing with dried or stained waste, suggesting they had remained in those clothes for an extended period • meals being served cold or meals being skipped • other residents being allowed to enter private rooms without supervision • staff spending time on personal phones instead of focusing on resident care • staff discussing other residents' private information while being seen/heard on camera, raising privacy concerns • hearing a staff member threaten to call the police on a resident for yelling instead of using appropriate de-escalation techniques • falls that were not reported to our family • personal belongings purchased by our family being stolen from our room by employees • being charged twice for medication that could not be accounted for We also had ongoing concerns regarding resident hygiene, which extended beyond our own loved one. Our concerns are based on documented evidence, our own observations, and months of involvement - not assumptions or isolated experiences. We met with administration multiple times in good faith because our goal was never to criticize the facility; it was to see meaningful improvements in the care. While we were repeatedly assured that changes would be made, the same problems continued. Families place an enormous amount of trust in these facilities during one of the most difficult seasons of their lives. We are sharing our experience to encourage others to ask difficult questions, remain actively involved, and make a fully informed decision before entrusting a loved one to this facility. This was a rough lesson for us.

I had the privilege of touring this community for my dad today. Transitions at this age aren't easy and my dad doesn't like change. But after walking through with Michael, meeting Liz, the director and Brittany the activities director, there was no doubt that my dad would be genuinely cared for here. I appreciated that they have all levels of care to meet my dad's needs wherever he is. The community was breathtaking. They even had a swimming pool! But what stands apart, aside from the warmth of those in leadership roles, was witnessing the smiles of the residents, hearing the laughter in the community areas and having a newly moved in resident stop me and say that he is so grateful and happy they found this place for his dad. And then I got to see his dad- 80 something years old in the exercise room, grinning from ear to ear. Seeing and feeling the joy and warmth here brings peace to my heart when I consider the future care of my dad. Thank yall for taking the time to show me around, I wish I was old enough to come live with all the cool kids!