Heartis San Antonio

Mel O

Run, don’t walk away from this facility. Looks are deceiving- looks beautiful, but don’t let it fool you. Our mother was there for 8 months (left April 2024) All seemed ok at first, but when the management changed so did everything else.  In the time mom was there - 4 different directors and there was a period of time with NO director (an interim director would make her rounds to several locations and come by occasionally).  It was a huge mess. If we hadn’t had cameras in her room , we would have never known all the lapses in care.  This facility as many do, offer an in house doctor which we had moms care assigned to. There were 2 missed doctor visits that had been scheduled with this doctor. The other very concerning things were hygiene care issues, laundry, missed meals - one day mom didn’t get a meal until 5pm as someone either failed to deliver it or not sure where it ended up as I spoke directly to the kitchen manager who told me he personally put her meal on the delivery cart. The last insult was when after giving the appropriate notice that mom was leaving and vacating before the end of her last month, they continued to draw her payment the next month. I took many aggravating contacts with personnel to get the money back.  And a final fact to consider: try finding contacts for their headquarters - when I asked the staff for the headquarters info, these were their exact words: “ I am not at liberty to give you that information”.  Like I said - run don’t walk."

Provider Response

Corina

My mom was placed in the Heartis San Antonio. I liked it because the person that I talked to was spot on, Very engaged, and very informative. I saw a lot of stuff, she answered our questions and set us up for an appointment, and everything went great. She walked me to the unit and I liked what I saw. They told me "We check the residence every 45 minutes. We help them and we assist them." They gave me a ratio of caregivers to patients, and also the certified tech for medication. They have a nurse on and staff all the time. They'll bring the residents out of the room and they'll engage them in activities. They make sure that they're all at the table, even if you're in a wheelchair, but you're at the table having a meal with the rest of the people that are there. Mom is in the memory care unit. On Mondays, Wednesdays, and Fridays, they bring her over to assisted living and she can play bingo there, and they'll bring her back and forth. When we go to visit, as soon as you walk in, it's such a beautiful place and looks like a fancy little restaurant. We could take her from the memory care to the assisted living where they have a meal that we could order out of the menu, so it's very nice. Their staff is very friendly and bilingual, which helps my mom as she's bilingual. They also help her interact with the patients that are there. As soon as you walk in, you can see that the place is so clean and very well taken care of. And as soon as a patient vacates the room, they're pulling all the carpets and laying down the linoleum floors, which makes it easier and cleaner. They play different games like Uno and they painted my mom's nails artfully. They engage them and bring them out so they can watch a show together, they have happy hour with their juices. They were explaining to me that they set out different juices and they go around mixing drinks and then they'll drink it, it's fun for them.

Provider Response

Ann

My mother-in-law stays at Heartis in San Antonio. They are OK, but I'm not completely pleased with them. Their staff is not the best, but the director is out of this world, and he is great. The nursing staff is the one that I have the most concern with; they don't respond back. My mother-in-law doesn't like the food there at all, and we've never seen it because she's only been there for six months. She also has trouble getting the food that she likes. Her room is very nice though. They have activities, but I don't think she would participate in anything because of her condition. She can't walk a whole lot. She likes playing Bingo, but I don't think they've offer that yet right now because of COVID.

Provider Response

tejaschick

Nice looking facility, had to get on staff several times for not showering my friend in over a week (her schedule is 3 times a week) or clean the apartment weekly like scheduled. They admitted to mopping the floor with only water; floors are sticky and stink in their apartments. Food plates are left for over a day when should be picked up at every meal. The food is disgusting! For the amount of money paid monthly, the food is subpar and looks like mush. Trash isn't taken out..I've on multiple occasions left the full trash bags out in the hallway and it'll still be there 12 hours later. I had an employee yell at my friend that she wouldn't empty her bedside commode...that's her job. But when she would call for assistance to use the bathroom or brush teeth, they'd ignore her for hours!! Management says things to only appease you and not actually make changes. When my friends husband passed away, no one came to check on her mental wellbeing or offer condolences. Theres so much more to say but this place is a sad excuse on how to treat the elderly who need the assistance! Save your elderly family member from this place.

Yvette

Heartis San Antonio is an extremely nice place, but just out of our price range. They have a lot of amenities like a salon and a bar area. The staff was very friendly. If I had the money, I would put my mom there. The place was extremely clean and their rooms are spacious with a full sized refrigerator. The residents looked very happy.