My father, 94, became a resident of Heartis in June 2022 in the Memory Care unit. He passed away 4 months later. It's taken me a few months to write this review because I wanted to put some space between his passing and composing the review so as to remain as reasonably objective as possible. As with most things, there are good and bad things about Heartis. The good is that the majority of the Caregivers are caring, some even loving. If you google job openings at Heartis, you will find that the Memory Care Caregivers salary starts at $13.50/hour. They are underpaid and, since the pandemic, understaffed. Nights and weekends are especially hard due to less staff. This is not the fault of the caregivers. Heartis corporate office is in the business of making money, so they are trying to do more with less staff. It was apparent to me that the majority of the Caregivers work hard at a thankless job that I fear to say the majority of adult children would not perform for their own parents. One example of the caring staff was when my Dad's Medicare bed was delivered, the Environmental Services (Maintenance) person left early that day and one of the Caregivers took time out to help my brother and nephew put his new Medicare bed together. She said that she had experience with it, jumped right in and quickly assisted them. If I were to list two areas that the Caregivers definitely fell short, one is in the area of keeping my father hydrated and the other is a security and hygiene issue. Dad was often without water, and when my family and I visited, he often requested water. When Dad was in the hospital with a broken hip, my brother stopped by Heartis to get some pants and other items for Dad. He found that Dad's apartment door had not been locked. Then, he found the resident who lived in the next apartment over in the bathroom sitting on the toilet (they had just had a BM in my Dad's shower). When my brother alerted the staff, 3 came and escorted the neighbor out. They just picked up the BM and wiped over the shower area, not doing any deep cleaning, which my brother had requested. They told him the cleaning people will handle it. Nursing staff (all of 1 person, the Nursing Director) was attentive to my questions and responded via email quickly. Early on, I requested a weekly phone call with someone from Heartis who would provide an update on my Dad: for example, his activity level, his attitude (depressed, engaged, talkative, etc.) and if he required any additional supplies that I could deliver or have delivered. It took several weeks for this call to occur, and by then, he had gone into the hospital and then passed away, so we only had 1 of these calls. We used the in-house physician that Heartis suggested; I felt that she did a great job with communication and care of my father. I've been in corporate America for 35 years and witnessed the usual corporate funding, staffing rearranging and communication challenges that plague most companies, resulting in frustration internally among employees and externally with customers. With that, I'll progress up the ladder to the facility Director. The Director was hired just before my father was moved into Heartis; she transferred from a different Heartis facility. It was a promotion for her. Immediately upon her arrival, at least 2 long-term employees left Heartis which was concerning to me, but I chose to believe the best about her. In retrospect, the main challenge for me concerning the Director was communication in the early days. For weeks after my father moved in, emails went unanswered, and the Resident Care Coordinator was out on maternity with no backup person assigned to their tasks. I would call the Memory Care "Nurse's station" out of desperation, taking them away from their important duties, trying to get answers. I don't live near the Heartis facility so the lack of communication was difficult on me. This situation improved over time, thankfully. Finally, after my father passed away, the family was due a refund from Heartis of 2 days rent. It took multiple phone calls and emails over about a 6-week period to get that refund. If you call the parent company of Heartis (Frontier), which is in Oregon, your phone call automatically goes into a generic voicemail system. In our experience, it is impossible to speak to a live person at Frontier. Our experience was that if you leave a voicemail, no one returns the call. In retrospect, I think we should have placed my father elsewhere, because communication about your parents' living conditions and health is paramount. At some unknown future time, my mother will need assisted living. We had hoped to utilize Heartis because the location is convenient. However, with lack of hydration for my father, not locking my father's apartment door when he was in the hospital, the lack of communication of upper management, and the difficulty in receiving the two days rent refund after my father's passing, we will have to find somewhere else.

I toured Heartis Arlington for my mom. The girl that was helping me was very friendly, very helpful, very excited, and very upbeat. The place was beautiful, and the rooms were nice. The views are beautiful for most of the rooms. I was very happy with the place and by all appearances, that was the place I was picking.