Nicole Pine
Mar 2026
We moved my mother to Brookside in September 2025. While there were a few staff members who clearly cared about their residents and their jobs, the overall experience was deeply disappointing and concerning.<br><br>Key issues included inconsistent decisions about essential equipment (such as bed rails) and several miscommunications about her care. My mother entered under Hospice care and needed bed rails—these were ordered and approved, but Brookside repeatedly changed their minds. In the first two days, a nurse told her to use the restroom on her own despite being incontinent, which had been noted in her medical assessment. I spoke with Shirene, who acknowledged that the nursing staff believed she could “do more for herself” but that she would not be forced to, and she said she would address the concerns with the nursing team. Unfortunately, there were ongoing problems: medication was not always administered as prescribed, staff used her personal phone to text family about supplies, and there were days when she was left in a bed without rails even after we requested she remain in a recliner to avoid panic. We also found ourselves repeatedly asked to obtain and administer medications rather than having Hospice staff handle them. Her stay lasted from September to November 6th, and the bed rails were never resolved.<br><br>Additionally, refunds for room deposits and prorated charges took far longer than promised—nearly two months and over 15 emails and calls to resolve. I have since written to the new management without any response. Based on this experience, I would be very uneasy about recommending Brookside or any facility under Prestige or their new parent company to a loved one, as they did not address our concerns or demonstrate a commitment to patient-centered care.
