32 Bayberry Dr, Guelph, ON N1G 0C9, Canada
I love having moved into Arbour Trails in late October and I am happy here. Staff is friendly and caring. They really take care of the residents. The facility is kept clean and tidy. Food is quite good and reasonable variety is provided. I have enjoyed the entertainment provided though it has been restricted at times because of a coronavirus outbreak and some covid infections. These have been kept under control with effective response. Cheers to all with my happy hour glass of wine. Margaret
Read More ReviewsI love having moved into Arbour Trails in late October and I am happy here. Staff is friendly and caring. They really take care of the residents. The facility is kept clean and tidy. Food is quite good and reasonable variety is provided. I have enjoyed the entertainment provided though it has been restricted at times because of a coronavirus outbreak and some covid infections. These have been kept under control with effective response. Cheers to all with my happy hour glass of wine. Margaret
My father was a resident there for almost two years. He was very happy there, thought the staff was wonderful, and was well cared for with smiles and professionalism. They all loved hearing his jokes, even if repeated. I have nothing but good things to say about Arbour Trails. You can't put a price on your loved one being cared for and happy with the care. Thank you staff and friends for making my father's final years a happy and enjoyable experience. Especially thank you for the compassion and heart warming procession of his final leaving of his home.
My mother-in-law and father-in-law moved in when this facility first opened. They went into full assisted because Alice had Alzheimer’s she has since passed away and Don is still in full assisted. The prices have increased significantly over the 6 year period, it seems like they go up every 6 months. The food has been consistently awful since the beginning and they never have enough staff so the care is inconsistent. My husband and I have eaten there a couple of times and it really is horrible. We still need to have CCAC help in order to keep the monthly cost at just over $5200 for one person. Without their help we would of gone up to a higher care level that would of increased the cost significantly. We were sold on a number of hours of care which was somewhat trackable, we were then told that was not how they structured their costing! The general manager has turned over 3 times and that hasn’t changed anything. We have regular care conferences and we give them the same complaints every time and again our complaints about food haven’t changed anything. It is very frustrating. Don loves the staff that take care of him but they are definitely over worked. It is difficult to move once you’re there. Don is now 90 and we don’t want to disrupt his routine if possible. It’s a sad situation and there really seems to be no recourse or way to change anything.
My sister-in-law has been at AT since June. She had to move in on an emergency basis and Philip couldn't have been more supportive, understanding and welcoming for our family in this crisis. He and the staff continue to provide excellent care. When we visit it feels as "homey" as it can for anyone with a family member with Alzheimers disease. None of us mind going there, it is bright and welcoming with many comforts. Couldn't recommend it higher. Staff are terrific and so is Philip,
We had a terrible experience at The Village of Arbour Trails. It was a short lived move for my Mom in April, 2021, that was intended to be a long term placement. Unfortunately, the staff here failed from day one and failed to take any of the concerns seriously even when escalated to senior management. Heather, the GM was incredibly dismissive even when significant issues were brought to her attention. On day one, the bed rails that we had spoken about numerous times before Mom's move were missing upon our arrival. We were advised that an assessment had to happen with the Kinesiologist before they could be installed, which was fine, but it took multiple follow up's to get Megan up to Mom's suite to do this before Mom and I left to take her to dialysis that evening. When we returned after Mom's treatment close to 11:30 pm that night, the bed rails had not been installed, despite Megan's assurance earlier that she would personally take care of it if she could't track down maintenance to do it. Clearly this didn't happen, and how is one supposed to have any sort of comfort level in having a parent here, when this is the standard of care you can expect? When on day one, a basic safety measure like a bed rail for someone who was significantly mobility compromised, is missed? There is a certain standard of care that should come with a suite in the Egerton Neighbourhood, there's certainly a premium that comes with it and over the 8 weeks or so Mom was there, they failed time and time again. Mom was in/out of hospital multiple times during her short time at Arbour Trails, and due to the Covid situation, each of those hospitalizations resulted in a mandatory 2-week quarantine when she returned. While I understand the need for this, unfortunately, it came at the expense of Mom's care. Even simple tasks like removing meal trays from her room and emptying the garbage cans, were not met and follow up was required on numerous occasions and even met with outright resistance from staff on a couple of occasions. I was told on a weekend visit by one staff that it was the responsibility of the LHIN PSW support to do this and because Mom was in quarantine, they weren't visiting her room. This was absolutely not the case, but it was a huge red flag, especially when Mom's dinner tray sat overnight on a couple of occasions and they completely forgot about her for breakfast a couple of mornings as well. We were advised that there were new staff members on shift the days she was missed for breakfast and they thought she dined in the dining room. Although if a resident hadn't arrived for breakfast in a neighbourhood where many of the residents require assistance to get to the dining room, wouldn't that warrant a check-in? Yet another red flag, that in a situation where Mom was supposed to be receiving additional care, no one had checked in on her from Arbour Trails, likely since dinner the night before. We had numerous calls and meetings to try and resolve this and improve the situation for Mom and it just never changed and we were frustrated and tired of hearing the same excuses. Who wants to sit isolated in a room with dirty dishes and left over food sitting on a tray overnight because staff is unable to provide basic care? The only staff member that took the concerns seriously was Cherie-Lynn and I give her credit for this, otherwise this would be a zero star review. I could go on and on about the failings, but I hope sharing this experience makes others think twice.
