The reviews for Richland Square are highly polarized, producing a mixed but detailed overall picture. Many families and reviewers praise specific staff members, particularly sales and memory-care representatives like Tressa Hogan, and clinical leaders such as Nurse Director Noah Barr. Numerous reports describe warm, compassionate direct caregivers, personalized communication (including photo updates), and a family-like atmosphere. When staffing and leadership are functioning well, reviewers note excellent memory-care programming, engaging activities (music, piano, singing), chef-prepared meals with customization, a bright and clean environment, a pleasant courtyard, adequate room sizes, hospice availability, and strong advocacy and support for residents and families.
However, an equally large and consistent thread through the reviews documents systemic problems tied to staffing, operations, and safety. The most frequent negative themes are chronic understaffing, high staff turnover, and wide variability in caregiver skill and responsiveness. These issues manifest as delayed or insufficient medical responses (including a serious fall resulting in five stitches), medication timing and management errors, negligent care reports (pressure ulcers/decubitus in at least one report), and inadequate supervision of residents who wander. Several reviewers explicitly call out the need for restructuring, care training, and improved clinical oversight to address these failures.
Cleanliness and personal-item security are recurring concerns. Some families describe urine odors in rooms and on clothes, soiled furniture, missing or mislabeled laundry, and in at least one instance a stolen ring and temporarily missing belongings. Related to privacy and safety, multiple reviewers noted staff having keys that allow unmonitored entry to resident rooms and reports of unlocked rooms, which contribute to family anxiety. Maintenance problems (rocking toilets, non-functioning lights, repairs in progress) and housekeeping shortages further compound impressions of inconsistent quality.
Management and administrative issues appear to be a major divider: when admissions and leadership are engaged, reviewers describe smooth move-ins, proactive communication, and excellent onboarding. Tressa and some other admissions staff received repeated praise for being responsive, knowledgeable, and extremely helpful with memory-care considerations. Conversely, other reviewers reported poor arrival coordination, missing or unresponsive managers, administrative turnover, and a lack of a consistent point of contact during the initial weeks—leading to multiple different caregivers and confusion. There are multiple mentions of marketing or business office staff who were unresponsive or unable to answer questions during critical moments.
Safety and compliance concerns are serious in a subset of reviews. Beyond individual clinical lapses, reviewers reference unfavorable fire marshal reports, absence of a backup generator, and other building-safety worries. These critiques suggest potential regulatory or infrastructure vulnerabilities that families should understand and investigate further. Several reviewers advised caution and described the environment as unsafe until these issues are addressed.
Dining and activities show mixed but generally positive comments when working well. Many families praised the chef, custom meal options, and meals that fit residents’ preferences; others called the food average. Activities are described as lively and engaging under dedicated staff (with dancing, piano, singing, nail and salon services), but some reviews mention an absent activity director or a calendar that frequently does not happen. The variability again tracks back to staffing consistency: where activity and therapeutic staff are present and stable, the environment is vibrant; when they are not, residents may be under-stimulated.
Overall sentiment is therefore bifurcated: Richland Square can provide excellent, compassionate, specialized memory-care services and a warm environment under the right staffing and leadership conditions, and several testimonials speak of life-changing positive experiences. At the same time, there are repeated and serious reports of understaffing, administrative instability, clinical errors, safety and cleanliness failures, and property/infrastructure concerns. These patterns suggest the facility’s quality is highly dependent on current staff complements and leadership performance. Prospective families should weigh the many strong positive reports about individual staff and memory-care expertise against the documented operational and safety inconsistencies, verify the current staffing levels and leadership stability, review any inspection reports, and ask for clear plans or evidence of corrective actions for the safety and clinical issues raised by other reviewers.
