THE ARBOUR AT WESTMINSTER MANOR

My elderly mother stayed at Westminster for just over two months after breaking her humerus plexus, and overall, the experience was really solid. The staff was thoughtful, informative, and quick to respond to any calls or emails. At the start of her stay, her entire care team gathered for a meeting with me over the phone to go over her treatment plan and prognosis. From then on, I received detailed progress reports via email every Wednesday, which I really appreciated. The staff was also incredibly accommodating with any concerns or requests I had regarding her stay, prognosis time-line, or insurance coverage. Her room was so spacious and spotless that it honestly felt more like a modern hotel than a medical facility. Since Westminster is in town, I could swing by for visits or run errands for her without making a whole production out of it. Security was solid, with a quick face scan and a COVID/flu screening at check-in. Masks were available if needed. The nurses were all incredibly friendly, never made me feel like a bother when I had questions, and always took the time to say hello. Every time I walked down the hall, I saw them chatting with patients, which was really heartwarming. Long-term care can be isolating, and they made sure no one felt forgotten. Now, why not five stars? Two reasons: 1. My mom had multiple unpleasant encounters with one specific cafeteria worker. The worst was when she asked for a small adjustment to her meal tray, and instead of just handling it like a normal person, this worker slammed the tray down in front of her. Completely unnecessary. Thankfully, after she reported it, she never had an issue with that server again, which I appreciated. 2. The third-party shuttle service Westminster uses is a total disaster. The driver is beyond rude, impatient, aggressive, and so hot-headed that I genuinely don’t understand how he holds down a job, let alone one that involves working with vulnerable patients. He drops people off at the curb of their appointments without checking if they need help, hides behind liability excuses, and leaves them there, whether they have assistance or not. If that were the only issue, I’d grumble to my mom about it and move on. But the real problem is his entire disposition that remained consistent through her muti-month stay (so it was just that he had a bad day). Simply put, he's a bully. My mom dreaded riding with him so much that she'd call me in a panic at the last minute, where I'd have to leave work and pick her up because she was too shaken to ride back with him. That is not okay. Westminster, if you’re reading this, please reconsider using this shuttle service, or at the very least, request that they not assign this driver to any of your shuttle requests. Without him, you’d absolutely deserve five stars.