If I could choose no star I would. My mother arrived at The Willows at around 4:30 PM on 05/09/2025 to room 220. The transportation services manually lifted her into the bed and there were two Willows employees present (names unknown) which left the room right after the transportation services left. There were two short bed railings located at the top of her bed. I plugged her wireless phone charger into the wall located behind the headboard and located a button on clip that was on the wall with a help call button attached. I unbuttoned the clip and buttoned it around the left top railing of her bed and clipped her phone charger to it so she would not lose the cord behind the bed. I then proceeded to move a table closer to her bedside so she could reach her laptop and plugged her laptop charger into the wall also located behind her headboard and placed her laptop on the bedside table. No one ever came into the room, so after waiting for a while I went to the desk located just down the hall from her room and spoke with two employees there. I introduced myself and told them that my mother had just arrived and I could not get her television remote to work. They told me that they would be right there, that they had been dealing with another patient that had just arrived also. Once they arrived to assess my mother I thought that she was in good hands now, maybe there was some miscommunication. I did inform them that my mother had to be assisted at all times by two people. She could not bear weight on the right leg. They assured me that she would be taken well care of. I then left to travel to my destination because I was scheduled to be out of town for the weekend. At 9:18 PM, my mother called me to inform me that she had not received any pain medication and she was in severe pain. She stated that she kept pressing the button and no one would come and that one employee stated that they did not have her medication filled yet. My mother was neglected and abused and I had her removed from the facility. read more

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Let me start by saying I absolutely adore the Willows at Hamburg. Every time there has been an issue they have fixed it immediately. Even when I am red in the face mad, they find out what is going on and fix it. My grandmother has been there since June/July because she broke her back. They have went above and beyond time after time. My grandmother got hurt by a transportation service and they were just as appalled as I was, they quickly got her bandaged up and filed a report the next day. Granny loves it there, from the staff to the residents. She adores them, and they adore her. I am so glad I found a place like the Willows at Hamburg to care for my grandmother when I can't. They treat her, and everyone there like family. Truly an amazing place, and amazing staff. read more

The quality of care, and raising the prices each year is horrible. I am constantly told there's "not enough AIDS to take care of everyone." Even the age told me that themselves. They do not properly dress them most of the time because they're on a timetable to get them up in a hurry into breakfast in the morning. Families are expected to come in and clean things up in loved ones room. I would be there sometimes twice day once in awhile three times a day, just to make sure she was fed. Even though she was stage four, her food would sit so long it would be cold. Never enough help, It's terrible. At quarterly meetings, they kept telling me I am repeating myself. My mother was not getting the care I paid over $10,000 a month for. Finally, they said if you're not happy, we'll be happy to find you another place to live. So instead of fixing the problems that many of us had, they would rather you moved out. I told them I would not have to repeat myself if the problems were fixed. They just shook their heads. Yes and took a few notes but nothing and I mean nothing changed. This is not the place to be or you will be there daily. Worried about your loved one. If Mom was not so frail, I would have moved her in a heartbeat. One other thing that really got to me, they rarely if ever used a gaite belt. They picked the residents up by the back of the pants and give him major wedgies which is very painful. If you have Depends on, but they don't care, they're too lazy to go look for a gate belt and just yank the residents up literally, by the back of the pants and rip them. They ripped so many of my mother's pants doing this. They had to replace five or six pairs! You'd think they'd learn! read more

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Smells like pee in there. Staff is not friendly at all. And when you ask for help they have an attitude

One of worst in Lexington. My mother would be in same clothes for days, not bathed, teeth not brushed. I'd lay out face wash and moisturizer, toothbrush, and wash cloth in certain way. Take photo on a Friday. Mon, NOTHING MOVED. Absolutely nothing. she had a foot doctor's appointment and three days prior I mentioned several times to different AIDs that she would have to have her toenail polish taken off for her exam. we get to The specialist and the nurse walks out to the waiting room and said," your mother still has toenail polish on." These girls cannot follow simple directions. They show up for a paycheck and not to do their job. I have gone in at night and she would be sleeping on the mattress, they had no sheets on her bed. I took her out and needed ASAP lunch and told them exactly what to pack her on whole grain bread and fruit and vegetables. she got a piece of white bread, some popcorn and a bottle of water. I was livid. I had walked in her room a time or two and went find somebody else in her private room lying on her bed with Mom's things all over the floor period they do not and I repeat do not take care of ones with memory care issues. they figured they don't know any better so their jobs a lot easier. I would not put a sick puppy at the willows. We had to get my mom out and fast. I have a notebook full of things that were not done for elderly there, and lack of care. No one, keeps eye on things. I have a complete notebook full of issues and the dates and which they happened. The Assistant Living side maybe just fine, but when it comes to helping them in memory care, they really truly do not care because they know they can get away with it. I've stopped 3 families from going there to go to Preston Greens. I showed them my notebook and issues. What a remarkable difference. A HUGE difference in care, good food and what I live.... activities all day. Keeps mind busy and no sitting in front of a TV all day. I know we'll cared for and clean!! Huge facility and special lights ( only place in KY) to help older ones to slowly wake up in the morning and to get them ready for bed at night. No sudden changes it eases them into each morning and eases them in to night Big difference in management!! read more

What a horrible experience. Staff is rude, lazy and inconsiderate. My Aunt was forced to stay there for a month after a bad fall and shattered femur. Her doctor left orders for her wound to be cleaned and aired 3 times per day, they changed her dressing and cleaned the wound ONE time in a MONTH. Her first day there they nearly sent her into a coma by administering her insulin then not feeding her. If her sister had not noticed something was wrong when talking to her on the phone and called the desk to insist they check on her she could have died, her blood sugar had dropped to the low 40's. She was unable to walk or put any weight on her leg so required help getting to the bathroom, one "NURSE" came to see why she kept ringing the buzzer after @45minutes, then said she needed help to get her to the bathroom, left and went on lunch break, leaving my aunt alone until she wet herself. Stopped by to visit, several caregivers sitting behind desk playing games on their computers, had to rap sharply on counter to get them to look up. My aunt's dinner was sitting in her room when i went in, it consisted of a single dinner roll and a small cup of coleslaw. Do not under any circumstances waste over $3k a month paying these people to abuse and ignore you loved ones. read more

The amazing compassionate care at The Willows at Hamburg surpasses any I have seen or experienced. The building is beautiful and the family environment is so warm and loving. I would utilize the services of The Willows at Hamburg for myself or my family anytime. Awesome place!!! read more