The Willows at Citation

Hours: The Willows at Citation is a well-maintained and inviting facility known for its caring staff and quality care. The environment is bright and clean, creating a welcoming atmosphere for residents and visitors alike. Families appreciate how the staff treat residents as family, and the facility offers engaging activities such as a fun Friday Happy Hour and various daily events, contributing to a lively community atmosphere. The care staff are generally seen as very good and involved, especially in memory care for residents with Alzheimer’s. They are proactive in keeping families informed about residents’ needs, falls, and health issues, and they regularly send updates like daily Covid reports. Despite some administrative challenges with billing and insurance, the overall quality of care remains highly praised. However, there are concerns with certain staff members. A second shift Charge nurse was described as rude, aggressive, and quick to insult, with incidents involving unprofessional behavior, such as questioning visiting hours and making false accusations. There were also issues with residents’ oxygen levels not being checked as required, which raised safety concerns. Some staff members on duty when this nurse is present are reported to be unfriendly, although they are friendly when she is not working. An incident involved accusations and misunderstandings between visitors and staff, leading to frustration and questions about accountability. Overall, The Willows at Citation is seen as a caring and positive environment with dedicated staff, especially in memory care, despite some administrative and staff conduct issues. The commitment to residents’ well-being and family communication remains a strong point of the facility.

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1. Lexington, Kentucky