Overall sentiment across the reviews is mixed but leans positive for day-to-day caregiving and the physical environment, while expressing serious concerns about leadership, communication, and administrative procedures. Reviewers consistently praise the facility's cleanliness, apartment-style units, comfortable common areas, and the compassion of front-line caregivers. At the same time, multiple reviewers raised alarming incidents involving management responsiveness, end-of-life communication, and family access that suggest systemic administrative issues needing attention.
Facilities and accommodations receive strong positive remarks. Reviewers note independent units that include living rooms and kitchenettes, and some two-level layouts with bedrooms and bathrooms on a lower level; assisted living studio apartments are described as a nice size. Common areas such as the dining room, activity room, and sitting room are described as clean, comfortable, and orderly. The overall impression of the physical plant is that it is well-maintained and pleasant for residents.
Care quality and frontline staff are highlighted positively. There are no complaints reported about CNAs in the summaries, and several reviewers describe the staff as wonderful, treating residents like family. Family members say parents 'love it' and feel they are 'in good hands.' These comments indicate that direct caregiving and resident interactions are a strong point for the community and contribute to resident and family satisfaction.
Dining and activities are viewed favorably in the available comments. The dining room is specifically called clean and nice, and activity/sitting rooms are noted as comfortable, suggesting the social and communal aspects of the community function well. These elements, combined with the apartment-style living, support a positive daily life for residents in most respects.
However, serious concerns are consistently reported about management, communication, and administrative protocols. Key issues include staff shortages/being short-handed, an unavailable or unresponsive director, and reported failures in notifying families during an end-of-life situation. There are multiple notes about confusion over power-of-attorney authority and a specific, troubling incident in which a lock box was removed and family members were denied access to the resident's room after the resident's death. These issues point to breakdowns in escalation procedures, clarity of authority, and family communication during critical moments. While frontline caregivers are praised, leadership and administrative processes appear inconsistent and in at least one case caused significant distress to a family.
In summary, KindredHearts of Green Lake appears to offer a clean, comfortable environment with compassionate direct-care staff and apartment-style living that many residents and families appreciate. The most significant and recurring negatives relate to staffing levels and, more importantly, administrative and communication failures at the management level—particularly around critical events such as end-of-life care and family access. Addressing leadership responsiveness, clarifying POA procedures, ensuring reliable notification protocols, and resolving lock-box/access policies would likely resolve the most damaging concerns while preserving the strong aspects of resident care and facilities.
