Arbor Hills Memory Care Community
Families consistently rate this highly — reviewers highlight compassionate and professional leadership. Schedule a visit to confirm the fit.
based on 73 Google reviews
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What this means for your family
Arbor Hills is a premier choice for families seeking a warm, highly engaged, and beautifully maintained memory care environment led by exceptional leadership. However, you should specifically inquire about weekend staffing ratios and protocols for hygiene care to ensure your loved one's needs are met during off-peak hours.
Google Reviews
Google Reviews
73 reviews on Google“Arbor Hills is highly regarded for its compassionate leadership, specifically Executive Director Carmen Franks, and its warm, family-like atmosphere. While many families praise the attentive care and engaging activities, some reviewers have raised serious concerns regarding staffing levels on weekends and the need for consistent hygiene care during high-occupancy periods.”
Quality Themes
Tap a score for detailsStrengths
- Compassionate and professional leadership
- Engaging and consistent activity programs
- Clean and beautiful community environment
- Warm, welcoming atmosphere for families
Concerns
- Staffing shortages on weekends leading to delayed hygiene care
- Inappropriate or unprofessional comments by staff members
- High staff turnover due to low wages
Rating Trends
Tap a year to see what changed
Distribution · 76 analyzed
How They Respond to Reviews
The owner provides highly personalized and empathetic responses to positive reviews, often addressing specific staff members and family situations mentioned. For negative reviews, the owner remains professional, acknowledging the concern and expressing a desire to investigate or improve.
Questions for Your Tour
- 1It's wonderful to see how beautiful and clean the community is; how do you ensure this high standard of care and cleanliness is maintained during the weekend shifts?
- 2We've heard great things about your activity programs; could you tell us more about how you keep the memory care residents engaged and socially active on a daily basis?
- 3Since the leadership seems so involved and responsive to families, how do you handle communication between the staff and family members regarding any changes in a resident's well-being?
- 4What is your protocol for managing medical emergencies or sudden health changes for residents during the overnight hours?
- 5With a smaller, intimate community of 69 residents, how do you ensure that every individual receives personalized attention for their hygiene and personal care needs every day?
- 6How do you approach training new staff members to ensure they uphold the warm and professional atmosphere that your community is known for?
Personalized based on this facility's data
Key Review Excerpts
“The Executive Director and the staff was caring and available to help with her transition and assisted us professionally with all of our concerns.”
“The result was that no one was available to help our family member go to the bathroom on a regular basis (she’s wheelchair bound) and so she would sit in her wet and dirty diapers all day long. This was particularly a problem on the weekends when there were only two caregivers for 35 residents.”
“I overheard one of the caretakers... say something extremely inappropriate to my family member. She said that he pees too much and that he 'pees like a camel.' That was very offensive and disturbing to be heard.”
State Inspection History
State Inspections
Source: Texas Health & Human Services Commission
Key Findings
Arbor Hills Memory Care Community has a history of regulatory violations, including past issues with medication security, food safety, and employee health screenings. Most recently, the facility incurred an administrative penalty in September 2024 regarding failure to ensure residents were free from abuse, neglect, and exploitation.
Sep 30, 2024EnforcementPenaltyReport
Administrative Penalty — 553.267(a)(3)(E)(ii) The facility failed to ensure each resident was free from abuse, neglect, and exploitation.
Jul 24, 2019Routine
Health Code (3 violations)
The facility failed to ensure that all employees providing services were screened for tuberculosis within two weeks of employment and annually.
The facility failed to procure food from acceptable sources, or failed to handle food, subject to spoilage, as required.
The facility failed to provide a locked area for all medications.
Ownership & Operations
Who Operates This Facility
Plano Arbor Hills LLC
for profit
CARMEN FRANKS
Contact
Get in Touch
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References & Resources
Google Maps
Photos, directions & neighborhood info
Google Reviews
73 reviews from families & visitors
Official Website
Visit koelschseniorcommunities.com
Medicare data downloads
Original nursing home datasets
TX HHSC — View Official Record
Public-record source of inspection history and licensure data shown on this page
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