HEMSLEY HOUSE PERSONAL & MEMORY CARE OF UPPER ST. CLAIR

I am responsible for my uncle's care. I live five hours away and rely on the services of Hemsley House to take good care of him. It is a beautiful facility that provides a safe, very clean and caring environment. He and I love the outside porches and flower gardens and our walks around the building. The meal service provides many options that can please a fussy eater like my uncle. My uncle loves his bright room and has made many friends who look after each other. He often comments to me how the staff treats him very well. It is very appreciated by my sisters and myself that the caring professional staff have been able to meet his physical and medical needs as they change. I cannot thank them enough for the help given to me when I had questions and concerns about the transition from Sunrise to Hemsley House. Communication has been more responsive in a timely manner. Nathan was of great assistance to me showing me options that would benefit my uncle when needed. It takes special people to provide such important services to our loved ones. I am happy to see the changes that are taking place. It is deeply appreciated.

The staff truly care about the residents here. Management is approachable, listens to concerns, and follows through, which makes a huge difference. You can feel the sense of compassion and respect throughout the community. Families are kept informed, and residents are treated like individuals—not numbers. We are very thankful for the care provided.

The older woman will pretend to care and transfer your call then hang up you every single time. This type of rudeness will show in other areas as well.

I moved my aunt into memory care at Sunrise in March of 2025. Legends Management/Hemsley House took over April-June 2025. Since then the overall care of my aunt and the entire memory care unit has gone downhill. I have talked to upper management several times to ask when new protocols and activities would take place as promised from Legends Management at the original meeting in April. I am constantly told by upper management “I don’t know” and “I’m sorry, there’s nothing I can do”. Legends Management team told me specifically that they dropped the ball and Hemsley House was top priority in getting things established for the residents. To this day….. several months later, nothing has noticeably been done. There are very little to no cognitive activities being done in memory care. The monthly activities calendar is a joke. I’m there several times a day for several hours and the residents sit around in silence. They are piled up in a room with a tv on or music and there are rarely team members that are even in the same room. They sit around talking to each other or they’re on their phones. My aunt is not a morning person, but the staff leaves her be until they can tolerate her behaviors. She misses breakfast every morning and I was made aware that she lost 9lbs in a month even though the palliative care nurse told me she’s maintained her weight since she’s been there. The nursing staff are very agitated when asked questions and asked for anything. Always have attitudes. My aunt is left in her room for long periods of time and I have to call the main number to ask that someone tends to her. I have become friendly with most of the residents and their families. It is more than my aunt that is being neglected. When I’m there, I talk to or do activities with other residents. I am not an employee there, but try to get residents engaged in something besides sitting in a room with nothing to do. The memory care coordinator, Bobbi, does her best to really care for the residents and their needs but the rest of the staff is lazy and unfazed by what goes on around them. There needs to be more staff training for better activities, behavior related aggressions, sundowning, and overall care. The takeover from Legend Management has been a huge disappointment. I have tried everything to get better care for my aunt and everyone in the memory care unit to no avail.

We had a wonderful experience with Sunrise. My mother was treated with kindness and compassion. It’s a lovely building with a homely feel. Her room was spacious, comfortable, and bright. The caregivers went above and beyond helpful. I can’t say enough about the whole experience. Highly recommend.