Springhouse - Pikesville

Mom has been at Springhouse for 7+ years. Sandra Oliver and her staff work very hard and do a great job despite the seemingly never-ending challenges which arise at an assisted living facility. This year’s Fall Festival for the residents was typical of how Springhouse always tries to enhance the enjoyment and living experience for everyone there, including the staff. By the way, the pie eating contest at the festival was the best!!

The entire Springhouse Team has been very supportive in helping my mother transition from dependent living to assisted living. The facility is clean and the staff work well together to create a positive environment. I had to relocate my mother from a rehabilitation center to Springhouse in a very short time frame. Ms La'keia Brown, the marketing Director, worked with me to expedite her move.

Under the leadership of Sandra Oliver, who sadly passed away last year, my experience with SpringHouse was five stars, both medical and administrative. In fact the services my brother received was of such high quality, my husband and I entrusted SpringHouse to also care for my 92-year-old mother in law until she passed in 2023. However, while I still have high praise for the medical care delivered I noticed the quality of administrative services was slipping. My concerns took a quatium turn for the worse on Tuesday July 8, 2025 while I was in my brother’s room helping him get comfortable after he returned to SpringHouse following out patient surgery to repair a hernia. I went straight to the wellness center to give the nursing staff his discharge instructions. While there a call marked SPAM came in on phone as I talking to the nurse. As I disconnected the SPAM I saw both of the two phones I was carrying WERE INSIDE MY BAG. The nurse and I finished our conversation, then together we took the elevator to my brothers room on the third floor. The nurse immediately started checking his vital signs. My brother said he was thirsty. I placed my bag (pictured below) on my brother’s raised dinner table while I assisted his caregiver by getting bottled water from his mini fridge and retrieved some additional bottles of water from underneath his bed and put them in the fridge, because my brother likes his water cold. During this time there were several other Springhouse staff members in his room, including an aide, a lady from dietary and a woman who brought in a basket of my brother’s clean laundry and placed it on the floor. Once my brother was situated I picked up my bag, left his room, and the left building, and got into the car where my husband was waiting— directly outside the facility. I opened my bag and there was ONLY ONE CELL PHONE INSIDE. I immediately went back in the building and asked the receptionist if any has turned in a cell phone. She said no. I went to my brother’s room and asked if anyone had seen my phone. His caregiver said no, and then remarked in front of witness “oh well people be stealing stuff all the time around here.” As if the theft wasn't distressing enough the conversation I had the next day with the executive director was as off-putting as the theft of my phone on the premises. She put me on the defensive with remarks like “ there is nothing to act upon because “we haven't had a thefts since Ive arrived in February”, “how do I know you came in here with two phones, you have not shown me any proof of that”. I reminded her of the SPAM call I took standing next to the nurse in wellness. You became dismissive, and said it doesn't matter because “ visitors to a patient’s room should have no expectation their valuables won’t be stolen.” She concluded by saying the “this matter is closed, I see no proof of any theft.” I will be filing a police report tomorrow. Meanwhile, my credit card was declined in the supermarket the next day. My bank said there were several attempts to make suspicious charges on my credit card, which was also inside my bag with the two phones that I entered SpringHouse with but left with only one. Anyone who is considering placing a family member in this facility should be aware that although you are in your loved one’s room, and staff members have unencumbered access to the room you better not put your bag down. Because as the executive director’s assistant who sat in on the meeting asked me “would you expect your phone to be secure if you placed on a counter in a Walmart?” Yes, he really said that.

Unfortunately what I was told before signing contract was not met. 2 weeks since becoming a resident and care per contract. Still trying to resolve. Even when telling appropriate staff, constantly get told “will have it addressed, don’t worry, will take care of it” ?! When I check on a daily basis, not taken care of. I find very poor, if any communication among the staff. Maybe a good place if your loved one is independent, but not for someone that’s not!! 😟

The dedicated staff at the Springhouse A ProMedica Senior Living Community is deeply committed to providing compassionate care that meets the individual needs of its residents. The facility has strong safety and security measures, diverse recreational activities, and social programs that create an environment where residents can engage and enjoy themselves. Overall, it's an exceptional facility.