Touchmark at Emerald Lake

I wanted to leave what is probably an unusual review. My daughter and I toured Touchmark at Emerald Lake while searching for a new home for my mother. After visiting SEVERAL other communities, the decision became easy the moment we walked through the doors at Emerald Lake. It wasn't even close. We immediately knew we were done looking. The community itself is beautiful. It honestly feels more like a five-star hotel more than a senior living community. But what impressed us even more was something you can't manufacture, the genuine kindness of the staff. Everywhere we went, employees greeted residents by name, stopped to talk with them, and treated them with remarkable warmth and respect. We hadn't experienced that as this level anywhere else we toured. We were excited to put down a deposit to reserve a place for my mother and when I showed my mother the photos in her rehab facility she was just as excited to move there. What makes this an unusual review is that unfortunately, before she was able to move in, her health rapidly declined, and she passed away. She never got to experience what I have no doubt would have been an incredible home for her filled with new friendships. All this said, I especially want to recognize Rochelle Humphrey, the Retirement Counselor at Emerald Lake. Throughout this entire process, as my mother's condition became more complicated, Rochelle showed a level of compassion that I will never forget. Each time I updated her, she responded with genuine concern and kindness. Although I know availability at Emerald Lake is limited, not once did Rochelle pressure us for a decision or ask how my mother's declining health might affect her residency. Instead, she repeatedly asked what she could do to help our family and make our lives easier. When I told her my mother had been admitted to the hospital, Rochelle didn't ask about paperwork or timelines. She simply literally asked if she could bring lunch to my family so we wouldn't have to worry about finding something to eat while we stayed with my mom. That moment has stayed with me. Acts of kindness like that are incredibly rare in any industry, and Rochelle deserves to be recognized for the exceptional care and humanity she showed our family during one of the most difficult times of our lives. Although my mother never had the chance to live at Touchmark at Emerald Lake, I can recommend it without hesitation. The kindness you experience during your tour is genuine. It isn't something put on to earn your business, it's simply who they are. Thank you to Rochelle and everyone at Touchmark at Emerald Lake for treating my family with such compassion and kindness. We will never forget it.