The Waterford at West Bend — Local services in West Bend

I am shocked by the 1 star reviews that I'm reading. We have had completely the opposite sentiments and observations of Waterford's Administration and employees. Amber has far exceeded our expectations in the customer service department! She and Alyssa have worked really hard at making sure that our mom's transition has gone smoothly!! All the nurses and CNAs that we and Mom have encountered have been sincerely caring and super supportive. I haven't learned all of their names yet, but Debbie and Brianna come to mind. Pam, the Activity Director, is always on the scene doing fun activities and mingling with the residents. Our mom recently moved in. Needless to say, after 56 years in her former home, she's not been especially happy with having to move. Pam has been working her magic to bring Mom out of her sadness and participate in "life" again!!! So important for someone with dementia. Even Todd the Maintenance Man has always been available if we needed help with anything including the cable tv, phone, bed etc. I can't say enough about all the wonderful, compassionate people who work as a TEAM at the Waterford! And all of the residents that I've met and encountered seem to be happy and content there too. I truly believe that this is the best community that we could've moved Mom to!!! And believe me, we've looked at a lot of places in the last year to find a great place for her. Thank you to everyone for all of your hard work and dedication! It can be a very difficult and challenging job to take care of elderly folks with dementia or any type of infirmity, but they make it look easy. Thank you, thank you,...

I get that everywhere feels short staffed, but my family had so many issues in the brief time my grandma was here before her passing. Including being told she would not being able to return after a stay in the hospital for DAYS because admin staff wasn't there to check her in. Where was she supposed to go, this was where she lived?! It took many phone calls and frustration but we were able to get her back once she was discharged. Now that she is gone my family is struggling to get the reimbursements they are owed, for advanced payment. It's been more than 2 months with only partial payment returned. Communication is poor and is an added stress none of us needed.

EDIT TO RESPOND: I have nothing negative to say on the nursing staff, they were lovely. My issue is that there is a major disconnect for customer service and support from the administration team. It is disheartening to feel like my grandma and our family were only dollar signs to the bottom line and not people. I personally feel many things could have been handled better by showing a little empathy and communicating more openly, not waiting for the families to have to reach out repeatedly. Why did I leave my review and comment? In hopes that this leads to a change for the better in how your administrative team works and communicates with residents and...

I highly recommend the Waterford at West Bend to those looking for assisted living or memory care options. Caring staff – The staff were willing to help in whatever way that they could. Mom referred to them as her “angels”. I was impressed with the cleanliness of the place and the cheerful decorations made for a pleasant environment. Good support system – Amber, the director, is extremely knowledgeable. I sought her advice so many times since I had never dealt with assisted living situations before. I learned much from Amber. Her common sense approach to issues we faced brought peace of mind for our family. She always found time for us and was very caring. Fun group- Mom celebrated her 98th birthday during COVID. The staff wheeled her outside, along with many of her Waterford friends, to enjoy our drive through birthday parade. I also have fond memories of the Thanksgiving dinners and Hawaiian luaus they put on for all the residents and their families to enjoy. We made good friends from these gatherings. The staff and administration work hard to make you feel like part of...