Manorhouse Assisted Living & Memory Care

My family member was placed in Manor House memory care for a little over a year and I witnessed a dramatic decline in his health and well being. Manor house is one of the more expensive assisted living facilities in Richmond at $8,000 a month. I guess they justify this based on the appearance of the facility as it looks like a country club from the outside. For the $8,000 a month you receive room and board and not much else as you have to pay extra for everything such as incontinence care and physical therapy. The facility only had physical therapy once a week and really didn't provide much else. The staff seems overworked and under staffed and I witness a high turn over of 3 head nurses in less than a year. Any time I visited my family member he was in a day room in front of a TV and never saw any activities. We were told that a refrigerator could be in the room when he moved in and then when we visited we found food that was 4 months past expiration. When we told the staff we were told he was not allowed to have a refrigerator. I feel like most of the time we were concerned about something we were told it would be taken care of but it would not. The last time I visited my family member he looked disheveled and neglected. His hair and finger nails were long and unkept, he looked like he hadn't been bathed in over a week, and he had severe pitting edema in his feet and legs. Also, his room smelled very strongly of urine. We calmly told the staff about our concerns and the next day we were told that they could no longer care for our family member and that we had 30 days to remove him from Manor House. We were never told by Manor house a head of time that if they felt like they could no longer care for our family member we would have to remove him. No help was given from the Manor House for moving him and no medical records were ever sent to the new memory care facility. The company that runs and manages Manor house only obviously cares about one thing their bottom line. My family member is much healthier and happier now that he is in the new memory care facility and seems that he is properly being taken care of.

Manorhouse is a smaller facility than others we were involved with for Mom but I cannot honestly say the care was any better. It always appears in these facilities to be about the profit they are making. We were hopeful that the care would be better but it was not. We placed her in the Memory Care unit April 2024 where she resided until her passing in August 2025. There are a few CNA's and care takers that Truly care about the residents but they are few and far between. I have witnessed many of the care takers speaking rather sharply or yelling at these residents; there was never a supervisor or lead that was in charge and would step in. In addition I had several visits where I found her in soiled clothing and others in the facility in the same condition (weekend visits). As mom's condition deteriorated, so did her care. She was placed in Hospice for additional care and Manorhouse all but stepped aside; we had employees telling us they did not know what there role was in relation to Hospice; unacceptable as it was the Leadership of Manorhouse that advised Hospice. They just failed to have a process in place that assisted Hospice, manor house and most off all the resident in hospice! Again- UNACCEPTABLE care from Manorhouse and there Staff. I visited Mom to find her bed not properly made; sheets soiled and her in soiled clothing when she was unable to speak and advocate for herself. We spoke with Executive Leadership, head nurse and rather than responding to us; they had an interim Nurse director of Memory care reach out. Why was it her responsibility? She was just coming in to take over from the previous Nursing Director who failed miserably at her job; several occasions she failed to communicate Manorhouse policies and processes. I want anyone who places a loved one in Manorhouse or any other facility in Virginia to ensure they monitor them and follow up as often as possible, visit on different days as you will see things you may not see if they are expecting you on a regular basis; we did!. Place a camera in your loved one's room, you will see things that really shock you as to the treatment of your loved one. Why there are no cameras in the common areas these facilities is beyond me? This would eliminate many questions, protect residents, staff and aide family in ensuring the care we are paying these facilities for. I cannot STRESS enough that placing a loved one in these places is a crap shoot as to the care they receive. Oh, let me provide one final comment, Mom passed in August 2025 and as of yesterday, we received a bill for her room and care for October 1- October 21, 2025; REALLY!! A facility that really has there crap together; guess again...

Because Manorhouse is small and staff turnover is minimal, the people who work there really know the residents. My mom could be a hermit but the activities director drew her out and when I stopped by one day, my mom was laughing, singing and clapping along to Karaoke in the lobby! A notorious late sleeper, mom was pampered with breakfasts brought to her room. The facility is beautiful and clean. Mom loved the Serenity Garden and one resident planted tomatoes there. The location is convenient, too, near Short Pump.

I can't speak to the facility or care as I have no experience with those, but I talked to Valerie quite a bit in trying to find a place for my elderly mother. While there was no availability at Manorhouse for her, Valerie went out of her way to listen, provide suggestions, and make recommendations. It was clear she was not solely interested in business for Manorhouse but in helping me make the right decision. That says a lot.