Lantern of Saybrook

Just helped my grandma move into an assisted living Studio apartment. When we began touring other assisted living in Ashtabula County the Lantern of Saybrook was very prompt with returning our call and giving us a tour. Carrie the marketing director is very friendly, down to earth and helped us with the process every step of the way, and great communication. All of the staff we have met so far are all very friendly and give you the feel like you've known them for years. I feel at ease knowing that my grandma is around good-hearted people.

My mother had gone to the Lantern of Saybrook facility after being at another facility that was unable to handle her health needs. The directors from Lantern of Saybrook came out to speak with and assess my mother’s condition and stated that they would be able to meet her medical needs at their facility so she signed the agreement to move. We moved her there and it just always seemed to be one issue after another. Most were small and easily addressed, and several of the staff members on site did what they could, but it always seemed like they were not able to balance all the needs of the establishment or were not empowered to do so. One instance was when the facility was without Wi-Fi for several weeks and no one seemed to be able to figure out how to achieve a resolution. I got to the point that I went and got a personal hotspot so that my mother could access the internet on her tablet. There were other instances with meals not being served at meal times (additionally, there was never a “menu” which is what she had been told), unanswered call lights, the orders from doctors for would care not being followed or communicated, etc. Due to the combination of the issues I had looked into finding supplemental care for my mother to come to the facility and help address some of her needs that the staff were not able. This had been seeming to start to help but unfortunately she then passed away at the end of July. As it had been near the end of the month her payment for the month of August had already been sent to the Lantern and processed. My relatives helped me and ensured that her belongings were removed from the room at the facility and this was all completed and the Lantern was notified on July 30. It is now December 20. I have been unable to receive the funds back at this time. So I would really like to say a great big sarcastic Thank You to the Lantern and whoever is running this place for making what was already a sad, difficult time of my life that much more of a gigantic pain in the rear end. Just for a little bit more context - they were notified of her items being removed on July 30th. I had then sent a follow up email to administration at the facility on August 7th to ask if anything else was required. I did not receive a response by August 21st so I then emailed what appeared to be the finance or accounting office for the Lantern at Lantern of Chagrin Valley. I did receive response at that time and was told, “Usually takes about 30 days to complete the refund process.” That was fine, and a reasonable amount of time, I thought. So we had a lot going on during this time with all the other paperwork and whatnot that follows what happens when you lose both your parents in a short period of time. And then it was October 5th and I was going back through my stacks of paperwork and other matters to follow up on and realized I had never gotten anything from the Lantern. I emailed back to and was told that it was being handled by the CFO and “it is the next one he is working on.” And then it was October 25th and there I was, yet again, emailing about this. I was told on this date, - “Thank you for your patience and am working on it and should have it taken care of by the beginning of next week.” Can you guess what happened next, reader of this review? Time passed. It was then December 8th and I emailed the CFO again. He asked me to call him directly this time, which I did. I was told he would be working on it over the weekend. By this point I was beyond frustrated. Not only did I find this an unnecessarily lengthy process but I honestly am just tired of dealing with corporate ghouls. My husband has now also spoken with the CFO and this is really just a lot. I will leave you, the reader of this review, to make your own determinations and conclusions.

Our father has lived here over 18 months. The staff is caring and look out for him every day. They keep us informed of changes and needed info and are fiercely protective of him, like family. They strive to be 100% to all of their residents. It is a very busy place, but they have more staff then some other facilities he has stayed. I recommend the Lantern Facility to care for your loved ones.