Charter Senior Living of Columbia

Charter Senior Living in Columbia is a wonderful community for those living with memory care needs. Everyone there is genuinely dedicated to ensuring residents are well cared for. From their Executive Director, Will, to their Director, Judi, and their Community Liaison, Laura, the entire team is kind, compassionate, and deeply involved in creating a loving environment

Before visiting Charter, I thought it was terrible to send a loved one to any assisted living place. Visit a few. People are drugged up, sitting stationary for hours, waiting to die. Then I visited Charter. They had a guy playing live music, engaging an audience of residents. They residents were actively engaged, smiling, tapping to the music, singing, etc. After a few spontaneous visits (to be sure the first wasn't a fluke), my family realized that sending our loved-one to charter might actually breathe new life into her. The staff warned us that there might be a rough transition period. They weren't wrong. But the staff rallied around us those first few weeks, sharing photos and videos of her dancing, smiling, and positively glowing. We got countless texts, emails, and conversations with staff, giving advice on how to handle our visits to make them a positive experience for our loved-one. I'll be forever in the debt of: - Laura (in charge of "marketing", but who constantly talked with us even weeks after our loved one moved in, coaching us, empathizing, role-playing, etc.) - Judi ("memory care director" but is always actively engaged with residents, inviting them to activities, engaging in the activities to make them fun and life-bringing, and sharing videos an photos with us to put our minds at ease so we know that when we're not there, our loved one is having a great time) - Will ("Executive director" but also very engaged with everyone. Has significant insight into what makes Charter such a blessing to all the residents, and how our family's frequent visits can increase that blessing) - Zoey ("Nurse" but clearly loves the people she serves, and engages them apart from what you'd expect from a nurse. She'll be out in the hallway, walking with the residents, talking with them, and brightening their day.) - Rose ("Caregiver" who pours her heart and soul into these dear people. She sings with them, engages them in ways that involve skin-to-skin contact (like playing patti-cake), and every little touch brings smiles, laughter, and joy to the residents) The decision to send my loved one to charter may have been the best decision of my life.

Within 72 hours of my mom’s arrival at Charter, she was able to leave the property, cross a busy intersection, and reach a gas station—discovered only because a staff member recognized her pink hair. The call we received lacked critical details, and only after requesting a meeting did we learn how it happened and what steps were being taken. My mom began the dying process on Saturday. During this deeply difficult time, we were rarely checked on by the Charter staff. Even a simple “Hey, is there anything you need?” would have made a meaningful difference. When several of us were gathered in the room, a gesture like offering a few chairs would have been appropriate. At one point, Will did offer to bring a chair—but only one. Ultimately, we had to bring a chair from home and use her wheelchair as extra seating. We also felt unnecessarily pressured and even guilty, hearing comments like “Don’t give up on her” and “You need to take her to the hospital.” These remarks were painful and dismissive of both our understanding of her condition and her clearly stated wishes to avoid prolonging her life in such a state. A more compassionate and appropriate approach would have been to ask, “What do you think she would want?” On Monday, when the hospice nurse confirmed that death was imminent, we were given a tray of food and a small basket of mini waters and ginger ale. The tray included plain pound cake and fruit that was already available in the lobby. When a family is saying goodbye to a loved one, something more thoughtful would be appreciated — perhaps a plate of cookies or unique snacks, rather than what looked like leftovers from the kitchen. Extra care should also be taken with the room's presentation during such a sensitive time. It did not appear to have been swept, and we had to pick up pieces of glass from the hallway just outside her room. There was also no awareness of the room’s setup. We had clearly angled the hospital bed so we could sit on both sides and comfort her. Yet almost every time Charter employees came in, they moved the bed back against the wall, and we had to rearrange it again. When staff did come in, it often felt like our presence was an inconvenience — at least with the morning team. Simply saying, “We’re so sorry, we need to tend to your mom real quick. Do you mind stepping out?” would have made a big difference. The morning after she passed, I received a survey before any outreach from Charter. That kind of automated message, without human acknowledgment of her death, felt incredibly insensitive. I understand showing empathy isn’t always easy. I actually teach communication training professionally, including a segment focused on empathy. I strongly suggest Charter implement training like this for their staff. Unfortunately, Google has a limit on characters for a review so I cannot share everything. That said, there were a few standout employees. Trey and the other maintenance worker were always helpful and friendly. Bree was always smiling and welcoming. Rose was incredibly kind and showed genuine empathy in the end. Dorcus clearly loved caring for my mom, despite the challenges. And Kelby at the front desk was always welcoming — I looked forward to seeing him on my visits. While we’ve had frustrations with the nursing team, they really stepped up during the final month, especially Zoey. Sadly, Charter may still be the best option available for this kind of care. The reality is that many similar facilities may be worse, so it depends on your expectations. Know that you must be your loved one’s advocate. Be present as often as possible, ask questions, and schedule meetings. You’ll find it helpful to connect with other residents’ families. We’ve met some truly wonderful people going through similar situations — and for that, we’re grateful.

Charter Senior Living in Columbia is beyond exceptional. Every person from reception, to billing, to marketing, nursing and direct caregivers have been pleasant, knowledgable, kind and empathic. The 1st time I toured the facility, I could tell it was wonderful. We came from a very difficult situation, and Charter Columbia went above and beyond to get my dad into their facility within 24 hours. They really care about their residents and families, and I feel so fortunate to have finally found a place where I am truly comfortable that my dad is getting wonderful care. Thanks Charter Senior Living, Columbia. I only wish I found you sooner : )