I believe the Nurses and CNA's really care about the residents and want to do a good job but the management of this place totally needs an overhaul! They are always in combat mode. If you ever have any concerns about your loved one, be prepared for no communication and rudeness from management, as if it's your loved one's fault! Find somewhere else where management truly supports the people who will be caring for your loved one. read more

The last review I provided was a Five Start for the care my wife received at Cottage 72 during her final seven months of her life. Those folks were, and I assume, still are the cream of the crop for care giving. However, this review is about the Independent Living communications! On Saturday August 15, 2020 my air conditioner failed at 8:00 p.m. I called the Concierge. I was expecting it would be Sunday before anyone came to look and/or repair the A/C this this was a weekend and not a normal workday. Within 15 minutes the Concierge had contacted the Director of Environmental Services and informed me the Contractor for A/C would be arriving within the hour. By 9:00 p.m. the Contractor was at my door. At 10:00 p.m or two hours after the first phone call to the Concierge, the A/C was working. On Monday morning I was able to personally thank the Director of Environment Services and passed a well done to the Concierge. This is normal for Environmental Services! Advance the clock until today, August 18 at 3:15 p.m. the A/C failed again. I walked to the Concierge to report the outage and explained what had happened on Saturday night. I did mention the Concierge Saturday night did call the Director of Environment Services. This being a normal work day and during normal work day I did ask him to put in a work order which is normal procedure. At 6:45 p.m. once my unit hit 80 degrees, I walked to the same Concierge and asked what the Director of Environmental Service said. I was told he, the Concierge had not called him since the Director reads all work order prior to leaving. I asked the Concierge if he planned to call the Director. No, he will read the work order. It is now 7:50 p.m. and 81 degrees. It would appear the Concierge was not able to follow up on my request. Very disappointed. This is not normal customer service from the Hillcrest Grand Lodge Independent Living; however is becoming a pattern for this Concierge. I do still think the Grand Lodge is a wonderful place; however, it might be helpful if key meet and greet persons are trained to a "standardization" level. read more

I would give Hillcrest Rehab Cottage a ZERO. Absolutely worst experience of my life. This place is a joke for calling itself rehab. My father received roughly one hour of physical therapy daily five days a week, and then was sat in a recliner for the remainder of the day. His legs swelled, he was short of breath and could barely walk when he tried to go to the bathroom. Staff was not attentive, and just brushed off when I questioned his condition. He sat in the same clothes for days at a time. Sometimes those were wet because no one would help him get to the bathroom. He was never walked around, nor was family allowed to get him up and walk him. He went down hill so fast. Staff would not communicate with family even after asking. I DO NOT recommend the rehab cottage to anyone. read more

My experience was much different. I wrote the following to the owners within a week of my wife passing. I spent the last fifteen years of my working career with the College of Business Administration at the University of Nebraska at Omaha. I did not work in the classroom but in the field with actual businesses that needed another set of eyes. I called it the difference between Theory and Application for the five Masters in Business Administration I had assigned to me. I worked with them for their two years in the MBA Program. For the first time in my career I am at a loss for words to describe the work environment in Cottage 72. As I told many there, I quietly watch work ethics, customer service and that intangible . . . connecting with the customer. In this case it was the residents. My wife entered Cottage 72 in April 2019 until her passing on November 14, 2019. I stayed with her daily from eight to fourteen hours seven days a week. I really got to know the strengths and weaknesses of the employees. I do not choose to list names, but I will use categories instead. Chefs! The call themselves cooks. That does not adequately describe them. The team that manages the meals are not only outstanding preparers of delicious meals, they are all focused on providing service to the residents. Care Team! Again, these employees are absolutely outstanding. They know the name of the residents the day of move into Cottage 72. Within a week, they know the resident's family and greet them as their family when the resident's family visits. They wear a constant smile on their faces that is not fake. They truly "love" caring for the residents. Nurses! Wow. Words do not exist to describe the caring of health care and medication to each resident. If called from another cottages, they arrive as soon as possible. In last days of my wife, they spoke gentle words of compassion to the resident in a quiet whisper. When my wife passed, the nurse was right there in the room with my daughter and I. Hospice! Hospice was everything I was hoping for and more. Everything I had ever heard about Hospice was on target. Superb talent from each and every one of them during those difficult last days. Maintenance! Anything needed attention was taken care of immediately. The employees in Cottage 72 could be Quality Control Evaluators in any Long-Term Care Facility. You are blessed to have them. From my background they have traits that many times is not seen in business employees. They are proud of their jobs. They want to be there. And perhaps most important, they all work as a team to provide the best care possible. Thank your and your wonderful team in Cottage 72 for providing my wife with the best of end of life care. read more

I would give this place zero stars if I could. I have a family member that lives in the cottages and if we had known all the problems with maintenance and misinformation we received I would have found somewhere else for them to stay. The apartment wasn't cleaned before moving in, numerous requests for repairs have gone unaddressed and when it is brought up the workers get aggressive and confrontational. Numerous safety hazards liked blocked hallways, stairs, and doorway exits, no hot water, leaking doorways, standing water in hallways, wet carpet with no ventilation, trash left outside of dumpsters that aren't full, no one cleans the common areas. The maintenance staff race their carts along the access road instead of addressing work orders. They have an extremely high turnover rate of office and maintenance staff. For the amount of money that people pay here you should expect a more professional staff and higher quality service than what is provided. read more

Wd had a terrible experience at the rehab cottage. My father was having medical issues, and I would call, leave a message for the nurse to call me back, and no one would. I tried calling the Hillcrest operator as well as the number given me by the ward clerk, and got no response. I spoke with the night nurse in person, and he did not care.Moreover, the staff would be standing outside the door, and not answer the call bell. read more