Morada Quintessence

The team at Quintessence has been amazing since day 1. Lindsay held our hand through the entire process and made us feel at ease through the transition. My dad was extremely hesitant in relocating to assisted living but since mom died he hasn't been safe home alone and it was time to make the move. The community is smaller and more manageable for dad to walk around independently. Michelle and the care team are always smiling and happy to help. We have already seen an improvement in my dad since he's moved in and will be recommending this community to friends searching for their parents.

This review pertains to the care of my Mom at Morada Assisted Living on Eubank. She transitioned to Morada from a rehabilitation facility and continued to improve over the course of her 3 month stay. Unfortunately, her best days and the potential for a positive review were eclipsed by a series of negative experiences: The Food: Just terrible. I joined my Mom for lunch and the “BLT” bread was toasted to a rock-hard consistency, the lettuce was a single piece of wilted greenery, and the tomato was a single cherry tomato cut in half. Nearly all tables were raising their hands for mayonnaise, later delivered in a single foil package. Often the dinner menu was some kind of chicken casserole item served in a scoop. One morning breakfast was sent with a large, winged insect. “I smashed it!” said my Mom during our daily call. Mom hated the food here. The Help: Fair to say that employees of such facilities will fall on a spectrum. Some people my Mom truly enjoyed, others were abrasive. The worst was a night-time med tech who on 2 occasions tried to convince my Mom that her oxycodone tablet prescribed for cancer pain was in her cup of medications. It was not, and when my Mom called her out, this med tech fished the tablet out of her pocket on the first occasion, and left the room to retrieve it on the second occasion. My Mom was fearful of stoking conflict and risking retribution and did not want to report this while living there as a resident. This drug diversion has since been reported. Egregious charges: My Mom was charged an extra 12 days after moving out because a hospital bed rented through Home Medical Equipment (HME Specialists) was not picked up on the move out date, as I had arranged. I live out of town and was never told it was not picked up. When notified of this surprise charge, the Executive Director said he was making calls for a pickup but HME did not have enough drivers, that this was happening all over the city, and that there was nothing I could have done. Even so, we were charged $1,759 to house a hospital bed for 12 days. Sadly, my Mom passed away unexpectedly and was dead for 2 of those days. The timing of the charge was also suspicious, as it was withdrawn from her checking account more than a month after her death, just days after sharing concerns about the drug diversion. The rental agreement will call out that the renter is responsible for removing all furniture, including the rented hospital bed. What it will not call out is an inept system that is built on greed, extracting resources from the elderly who are spending down their last dollars to fuel it all. Use caution when choosing who will care for your loved ones. Start by avoiding Morada.

The staff at Morada Quintessence are truly compassionate and skilled professionals. Paul, Michelle and Lindsay are incredibly dedicated and caring, which has meant the world to us and to my father. All of the med techs (shout out to Janeth and Herbie) are excellent and so kind. Roslyn at the front desk is pure sunshine, and so many others at Quintessence, my dad and our family so greatly appreciate. I can envision all of the staff’s smiling faces and I wish I could remember all of their names, but please know that you have been our earth angels, and we won’t forget you. God Bless and Keep all of you, always! ~Melissa Fagan, Peter Bohan and Jessica McElroy

I just moved my mother into Morada a few days ago. I was there yesterday helping her get settled in. My wife and I unpacked most of her stuff from her previous facility a few nights before. When we were shown the apartment the fridge was not working, there was no smoke detector just an empty mount where one was mounted, and there was a wall plate sticking out up high. The leasing agent pointed all of those items and assured me that they would be addressed before mom moved in. I was surprised to find those three items in need of repair a day after mom moved in. Well there goes the trust established so back to square one as I have to make sure mom is not neglected. The unit is a nice size but does not have much storage. The leasing agent told us mom would have a little storage area for supplies somewhere else in the facility. As I finished unpacking the rest of mom’s things in her room helping her hang up all her clothes I had 2 cases of depends and water wipes for the storage area. I went out to the front area to ask the front desk lady where the storage area was as I had a few items to be stored. She was very condescending to me as I had interrupted her conversation with the same resident she was chatting with over an hour prior. I tried to explain what we were told and the front desk lady could’ve not been more disrespectful as she acted like I was crazy, asking for unobtanium. The director was behind me at some point as the front desk attendant kept condescending and took over for her debacle of communication. He was very professional and measured while explaining to me that the only storage was not too secure and that mom’s supplies would be mistakenly used for other residents. I appreciated his honesty and candor quickly addressing the situation. I gave the desk attendant another chance asking her if they would be interested in current fashion magazines from our salon. She was just as condescending as before saying that they do not or never have accepted magazines. She had a very different attitude when we were initially looking at the place. I am a paraplegic and know when someone is dismissing me in an ableist manner. I will not be even speaking to the front desk attendant anymore. I went home after and realized that I was not able to communicate with the front desk about the unrepaired items in mom’s room. I found the welcome folder we were given at lease signing and called mom’s activity coordinator. She was not in but Destiny answered the phone and was very professional hearing my concerns and addressing them all with either remedies or explanation of when repairs could be expected. She even called me back to tell me that she was able to get mom’s fridge going. What a difference. I suppose she is at work to work and the front desk attendant is there to socialize picking and choosing who gets through. She could’ve easily directed me towards Destiny had she not been such an ableist to me. I will update this review as mom and I have more interactions with the staff. I can only hope that things smooth out from here.