Reviews from Google

Visitor feedback from Google

• RL

  Rick Lohre

  5 months ago
  2.0★★★★★G

  “Our experience was defined by poor communication and a lack of responsiveness. While the facility itself was clean and well kept, communication quickly became the biggest issue—and ultimately the most concerning. Despite seeing multiple reviews praising Tracy in admissions, once my father was admitted, our experience changed immediately. Four separate calls/messages to her went unreturned during his stay, and we were later told they were “never received.” That does not align with the level of availability described in other reviews. More concerning, the reason I reached out to Tracy in the first place was because nursing staff did not follow through on repeated requests from the patient to contact family. We were left completely in the dark during critical moments. I also attempted to call numerous times with no answer—no callback, no voicemail, and no way to reach anyone. Unacceptable. Any time we tried to get basic information—care process, patient status, or next steps—we were met with vague, indifferent responses. There was no sense of urgency, ownership, or coordination. After reviewing other feedback, it’s clear this is not an isolated issue. There are consistent patterns of communication breakdowns, unanswered phones, and families struggling to get updates. When a loved one is in your care, communication is not optional—it’s essential. That standard was consistently not met.”

• MT

  Michelle Taylor

  9 months ago
  5.0★★★★★G

  “I can't give enough praise to Tracy in admissions. She has been absolutely wonderful to work with. She's available day/night, assisting with getting my mother-in-law settled in. She is wonderful to talk to on the phone. Very helpful and knowledgeable. She really cares about the patients and their families. I would highly recommend Emerald Trace to anyone looking for professional, friendly staff. I feel confident I can leave, and my mother-in-law is in good hands. Makes it easier to sleep at night when your loved ones are in good hands.”