Twin Ports

The Pros: The caregivers are amazing. Many of them loved my mom and you could tell my mom loved them. The Cons: There are not enough caregivers. We were lied to about the staff to resident ratios prior to moving my mom there. Most of the food is not appropriate for memory care patients. Their billing practices are horrible. They charge more for base rent for a small room with a bathroom than they do for the care provided. My mom passed away over three weeks ago and today they tried billing us for another month. My dad had to go to the bank and put a stop payment on their transaction. We should not have to deal with this while grieving the loss of my mom.

It’s been a wonderful experience transitioning my aunt from a rehab center to New Perspective’s in Superior! Alex, Jennifer and their staff all have been very kind, helpful and welcoming! Each person has a smile and a welcoming comment! Watching their teamwork has been truly amazing!! I know our Aunt Erma is in great hands by being cared for by Tina, Jamie, Marquees, Darlene, Brooklyn and Kelsa, just to name a few incredible staff! Our Spehar family wants to THANK YOU VERY MUCH!😁 Joan

I think this place could easily achieve 5 stars across the board from every reviewer, but management will have to get serious about consistent staff engagement and professionalism. Facility: 5 stars. This place has one of the smartest designs I have seen for seniors. It looks more like an upscale hotel or small resort than an assisted living center. The decor is warm, inviting, and comfortable. Elevators are easy to identify and readily accessed. The stairway is wide, with carpet and sturdy handrails. There are comfortable dining rooms, a cafe, and a bar. Out front are many sturdy chairs and benches. Resident rooms are small, but well-organized. General Atmosphere: 5 stars. Residents seem happy and everyone appears relaxed. Lighting is good, colors are warm, and staff are friendly, if not always proactively engaging. Service: 4 stars. My friend takes a number of medications and also needs assistance to use the restroom. The aides who have showed up when I was there have been gracious, professional, and friendly. However, there we're a couple of times I felt that my friend waited longer than she should have. Effective use of Personnel: 2 stars. Running a place like this costs a lot of money and maintaining personnel levels is critical to keeping stress levels down. However, I have observed a number of individuals who don't seem to have much to do. On a number of occasions before or after visits, I have just sat down and observed. One day, I observed one staff member wander around, chat with other workers, wander some more, read / send some texts, and basically do nothing for over 20 minutes. I'll bet there was a resident somewhere who could have used some assistance. On another day, I sat down and watched the receptionist for a half hour. When I signed in, she asked if I was visiting a resident. When I said yes, she turned back to her reading; it looked like a novel. She had brief communication with others who came in, but otherwise didn't seem to have anything to do. After about 10 minutes, she got up and left for several minutes. She did this again about 5 minutes later. She was friendly enough, but somewhat withdrawn. If a visitor or other non-staff individual came in every 5 minutes and had a 5 second interaction with the receptionist, that means the receptionist is engaging roughly one minute of work per hour. That's 8 minutes of work each day. This receptionist should be casually scrutinizing every visitor, making eye contact, projecting welcome, and looking for anything unusual. When not interacting with others (and only then as this personal interaction is critical), she could be typing, sorting, organizing, planning, making displays, etc. On a number of other occasions, I've observed various staff wandering around casually, chatting with other staff, and seeming to have nothing to do. A number of staff need to be far more purposeful. Current research indicates most of us consistently perform at 50% or less of our capacity. Quality programs require individuals who are willing and able to do more on a consistent basis. The first step is setting clear performance expectations. The next step is to have management constantly observing and engaging with staff. The third step is to require training and prompt improvement from staff who are not meeting expectations. Every moment of every work day from every staff member needs to be intentional and focused on the mission. This place could be excellent. "Good enough" just isn't.

Some poor management, a certain person, who works managment does not know how to talk to his worker's. He talks to his "team" like he does all the heavy lifting. I and many others, who will not be named, do not think he is fit to work in management and does not know how to approach a problem correctly. I love the nurses and workers they work very hard and somtimes the workers are taken for granted for just how much they deal with and handle but it is a very nice building and residents are all lovley, but I think it could be better if managers would listen to the workers more instead of pushing them aside like they don't know what they are talking about. Only a few people in managment and nurses really seem to care what the CNAs have to say. The manager in bettys harbor is very easy to talk to and understanding "depending topic" but over all she is a very nice woman, nurses are nice and comfortable to be around as well but as said before I and others beleive managment could be worked on.