Haven at Lakewood

I am writing to formally address several serious concerns regarding the care and services provided to my mother during her residency at Haven over the past year. First, regarding dietary requirements: We were assured prior to move-in that all meals were low-sodium and compliant with Cleveland Clinic standards. However, after three months, my mother’s blood pressure increased significantly. Following a review of meal plans and samples, the Cleveland Clinic dietitian advised that the food was unsafe for her. Despite a change in management--to New Perspective, and culinary staff, the food remains ultra-processed with high sodium levels, offering no suitable options for residents with dietary restrictions. Consequently, I have had to personally prepare all of her meals for nearly a year. Second, regarding medication administration: we were billed for several months for medication services that were never performed. Our in-unit camera footage confirmed that staff did not administer her medications. While a credit was eventually issued, I have had to assume responsibility for her daily medication. Third, regarding laundry services: despite providing significant gratuities to ensure consistent service, specifically to Donna my mother’s laundry is frequently neglected or delayed by weeks. Fourth, I am concerned by a request made by Steve, during the holiday season for staff gratuities to be paid via personal check to him directly. This practice is highly irregular and unprofessional. Finally, the building’s elevator was out of service for six months, which was a significant hardship given my mother resides on the fifth floor. Despite this lapse in basic infrastructure, her monthly rent was recently increased by $300. While Haven is positioned as a cost-effective option, the failure to provide essential services such as healthy food, reliable laundry, and medication administration is unacceptable. Especially since we pay an additional $1k a month in cash gratuities to staff.

Elevator down for months, food not good, aides not friendly and don’t respond, even had director over medicating my mother - didn’t even apologize. Apartments are large. Management has deaf ears and don’t address problems, place should be cleaner, no one walks with my mom or out on her compression socks, quite frankly even baths are a hit or miss. Better management needed!! They changed management but staff is the same. No true improvements.

I recently moved to The Haven at Lakewood. I'm so happy that I found this place. My apartment is wonderful, it's spacious and I even have a small kitchen area. This gives me freedom to make my own cup of coffee in the morning if I want I also have a fridge,microwave and a small stove. The staff here goes above and beyond to make sure you have everything you need. They provide laundry and housekeeping once a week, which is a life saver.I was welcomed warmly by all the residents here, they opened their the arms to me and tried to help me acclimate to the community .

My mother is a resident and I have come to know and love several other residents. I am advocating for everyone. We have loved the Haven since she moved in, but my impression is that new management is not as affective as the previous. She DOES NOT know that I am writing to you about these concerns. We would have given a whole hearted 5/5 on almost everything before the change The staff is wonderful and they try very hard to be responsive, especially nursing. She has gone over two weeks without laundry service. This service is part of her rent and fees, but I have had to spend extra money and time at a laundromat to do it myself. I am highly concerned over the still inoperable elevator. I have been there waiting for the elevator at meal time and have seen how long it takes to get everyone back and forth from the lobby to their floor. Some residents are fortunate enough to be able to take the stairs a few flights, but too many rely on walkers and chairs for this to be safe in the event of necessary evacuation. Many residents have medically necessary diet requirements. As my own mother has discovered new ones recently, we were told that they cannot be accommodated. At least once a day she could find something to eat so she can join her friends. She now tells me that there will not be any other choices in food without extra fees. We pay for this service. She should be able to find something to eat at least sometimes. Instead, she must have all meals in her apartment, which reduces her social interactions. If she comes down and didn’t eat, she is pressured about it. Finally, I came in today and the front door handle is broken and hanging. That is a minor things in the grand scope, but another indication of a lapse in quality. I hope that your intention odds to truly provide every resident with the best quality of life possible. There are reasons why we choose Haven over other options, and part of it was the family feel between administration and residents.

This is a beautiful place to live. The executive , Steve , Katelyn, Becky, Leslie, Shana, Nick and Dan are fabulous. They make us very comfortable and get wonderful help. This includes our staff that is our dining wpeople and our ads. We are very fortunate to have found a beautiful place to live and love it. There are so many things to do if you’d want to. Thank you for very much.