Brookdale Westlake Village

Our experience with Brookdale Westlake Village’s Memory Care Unit was deeply disappointing and distressing. My father was a hospice patient there, and we encountered ongoing problems with communication, cleanliness, and decision-making that no family should have to face. His room often smelled strongly of urine, even after repeated requests for cleaning. We struggled to get basic care coordination, including podiatry and medical follow-up. The worst incident occurred when my father—who was on hospice, sedated, and asleep—was sent to the ER for a psychiatric evaluation without proper coordination with hospice or family consent. I had specifically requested that hospice handle the evaluation onsite. The decision to send a terminal, sleeping patient to the ER in the middle of the night was unnecessary and inhumane. Later, the facility abruptly required that we hire a “sitter” for my father with only a few hours’ notice. Brookdale later agreed to reimburse us for a week of sitter costs but has been slow to follow through. Ultimately, we had to move my father out of Brookdale for his own safety due to the facility’s repeated incompetence and lack of hospice coordination. When I raised these issues with Brookdale’s internal investigation team, no corrective action was taken, forcing me to escalate the matter to the Ohio Department of Health for a formal review. While a few frontline caregivers (like Nakila and Sarah) were kind and compassionate, management failed to show the empathy, professionalism, or judgment expected in dementia and hospice care. Families should ask tough questions about staffing, cleanliness, and hospice coordination before trusting Brookdale Westlake Village with a loved one’s care. We wish we had.

My wife’s aunt was at this facility for approximately 6 weeks. Each time I would visit, there was something that I had to bring to their attention. The aides for the most part were rude and acted as though being there was an issue to them and it showed in the care my wife’s aunt received. During her stay, she had a bed problem that left her sleeping with her feet up in the air above her head the entire night. One other time, she asked for assistance getting in bed, they helped to the bed and left her sitting on the edge and said they would be back, she overheard an aide telling another, ‘she just wants you to go in there and help her get her legs up into bed’, it took about four hours before someone came to help her. When asked to replace the sanitizer in here room, the nurse said that it wasn’t her responsibility and that it was the responsibility of housekeeping, one week and a half later when she was discharged, the sanitizer was still empty but when aides came and went, they would act as if they were using it. Lastly, upon her being discharged, there were three aides standing around in the hallway and no one offered to help her to the car and upon leaving the facility, she tripped on a mat outside the door and fell, broke a bone in her face, and was left with a laceration that required stitches. The aides grabbed her by the arms to lift her up without assessing her for any injuries which left her with bruises all over her arms. She was transported by ambulance to the Emergency Department and is now in the ICU. She had internal bleeding in her leg among other injuries. A representative from Brookdale Sue Noll (sp?) and all she did was make excuses for everything that was brought to her attention. Saying that they need to know of issues in real time and that the next time she has any issues let them be known immediately. Needless to say, she will not be going back to this facility and we don’t recommend it to anyone else. Please read the reviews.

I am giving this place a one star. My boyfriend picked up at this facility on agency as a nurse and was racially profiled asked to be sent home for going to get his scrub top. I would not recommend sending your family here of color or anyone actually.

The warm and friendly atmosphere is great. There are plenty of activities to choose from and places to go if you want. My apartment feels safe and it’s comfortable. Our laundry rooms aren’t very clean, especially the floor.