Brookdale Northwest Hills

If I could give zero I would....this is a poorly run community. The new Director Lisa lies and doesn't keep her promises. The care and food are terrible and their caregivers just don't care. Poor leadership! Look elsewhere for your loved one.

I moved my mother from San Antonio to Brookdale Northwest Hills in November 2018 after my father died so she could be closer to me. I was fortunate to have a friend who worked there and whose opinion I highly valued, so I felt an additional sense of security about my decision. I visit often at different times of the day and can say there's never been a time that I observed anything that caused me a moment of concern about the facility, staff, or my mother's care. Just the opposite, I marvel at the patience, kindness, and competence of the entire staff. It's also nice to see familiar faces in an industry that typically has a high turnover, most of the staff at BNW has remained the same. The effort everyone puts into making life enjoyable for the residents is heartwarming, they put on so many wonderful events. Another thing that makes BNH stand out is the Harmony Enrichment Group, a program for residents who need a little extra social engagement and support due to cognitive decline and/or mobility issues. I'm so impressed with this group, the leaders really get to know the residents and create a sense of community and belonging. They go on field trips, do cooking activities and crafts, arrange flowers for the dining tables, and eat together in the dining room. It has made a tremendous difference in my mother's frame of mind and her ability to adapt to her new environment.

This place is amazing. Not at all what I expected in Senior Living. The staff are all very will trained, kind and caring. My mother is very well taken care of and when I visit every single person who works there knows her name and you can see how happy she is to be there by the smile on her face. The dining staff know what her favorite meals are and will make suggestions when she is confused by the choices. There are care staff that will bring her chocolate when she is feeling low. My only complaint is the main nurse. She walks around with a frown on her face most of the time and my limited interaction with her has been very negative. Other than that it is a GREAT facility with amazing staff. I recommend highly.

First let me say the front desk staff is amazing. And so are most of the nursing staff with the exception of the head of nursing, Mary. Mary is a rare narcissist nurse that really only cares about people feeling sorry for her instead of actually caring for residents. Thank goodness the other nurses pretty much ignore her lead and do their jobs. The guy that ran the place was detached and unavailable. I understand hes moved to Westlake location now. If your loved one is completely capable of caring for themselves, this isnt a bad place. If they need help or assistance in anyway however, run from this place. My parent has onset of dementia. Not a candidate for memory care according to doctors but they kept pushing it for more money. I had my parent there for a year. The facility is gorgeous and as I said the front desk and maintenance people are amazing. The billing was never correct. We were overcharged by thousands every month. Luckily we reviewed each invoice carefully. Their solution was always to deduct the amount they owed us back over several months instead of giving it back immediately. We also found out they were billing Medicare for medication and services they did not provide. They were paid to shower and change my parents brief. The one year he was there they did this twice. Even though they were paid a ridiculous amount monthly. We had to go up daily to make sure my parent was ok. Daily. We changed briefs, did laundry and cleaned even though we were paying to have that done. The med techs are constantly changing. Revolving door. Sometimes my parent got meds and sometimes they didnt. Again constant follow up. No one made sure my parent was eating or drinking. We had two instances of dehydration that required hospital stays. And two times of infectious illness that required hospital stays. This is while I had a new baby. Once things settled for me I moved my parent out and into a new facility. It has been incredible. They are so happy and comfortable there. Clean apartment, better food and facility and clean parent. If you love your parent stay away from Brookdale. I wish I could give negative stars.

Brookdale NW Hills is the kind of place where you always can rest assured that your loved ones there are well taken care of. Live in the moment, treasure each day and share the kindness.