Erin N
Aug 2026
After months of dealing with Harmony at Kent on behalf of my parents, I can say with confidence that the biggest problem is not one bad employee or an isolated mistake. It is a pervasive lack of communication, accountability, competence, transparency, and follow-through.<br><br>We have experienced constant staff turnover, poor communication, aide-related issues, inaccurate menus and activity calendars, meals and basic food items repeatedly being unavailable, food items that were difficult to identify, laundry problems and missing laundry, maintenance and structural concerns, sanitation issues, solicitation by outside vendors, and situations that have raised serious concerns for us regarding resident safety, privacy, authorization, and supervision.<br><br>Additionally, Harmony has repeatedly failed to uphold the very terms and standards outlined in its own Resident Agreement, leaving families to fight for services and obligations that should already be guaranteed. And problems that should be handled routinely by management have instead required repeated calls, emails, documentation, escalation, and intervention from state personnel and elected officials.<br><br>Our concerns have also been reinforced by state regulatory findings involving Harmony’s compliance with various protocols and safety measures. The Delaware Division of Health Care Quality has documented numerous deficiencies and violations at the facility over the years. This has been particularly concerning because, from our perspective, many of the issues we have raised are not isolated incidents, but part of an ongoing pattern that continues to affect day to day operations and safety.<br><br>Despite numerous changes in leadership, the same problems with communication, accountability, and follow-through continue under the current Executive Director, Philip Milnamow. Our experience has raised serious concerns about his ability to effectively manage the facility and address the issues occurring under his leadership. In our experience, concerns have too often required repeated follow-up rather than being addressed promptly and thoroughly. At times, the focus has seemed to be on explaining or defending himself rather than taking any kind of meaningful steps to resolve the underlying problem.<br><br>The burden has consistently fallen on the family to identify problems, chase answers, document concerns, and demand accountability. For what families pay for assisted living, this level of dysfunction is unacceptable.<br><br>If you are considering Harmony at Kent for your loved one, do your homework. Ask very specific questions about staffing turnover, regulatory compliance, leadership, communication, food services, third party solicitors, maintenance, and how complaints are handled.<br><br>Residents deserve dignity, competent care, reliable services, and management that takes concerns seriously and follows through when something goes wrong. Unfortunately, our experience has left us with very little confidence in Harmony’s management or its ability to consistently provide the level of care and service that families are paying for and residents rightfully deserve.
