Kirby Pines/Fireside Villa/Providence Place

Do not be fooled by the beautiful grounds and well decorated lobbies at Kirby Pines. My mother in law has lived in the independent section for 14 years and then this year needed to be in rehab. I have been a nurse for 39 years and worked in a variety of settings in the Memphis area. I am embarrassed and ashamed to have these nurses represent the nursing profession and i am speaking of the supervisors and director of nursing. There is absolutely no concern for patients, minimal standards of care are not being met (basics like staff washing their hands), rude and unprofessional behavior, staff asleep at the nurses station, and even basic needs not being met. My mother in law made a choice years ago thinking that by buying into Kirby Pines, she was ensuring that her family wouldn’t be burdened and she could easily move to the next level of care when needed. Clearly the patient room pictures are not published in all the Kirby Pines ads. The furniture is at least from the 60’s, the rooms need painting, the drawers on the dresser don’t even close. The nursing administrators are non responsive, do not care about family’s concerns, won’t answer questions and even stated the president of Kirby Pines doesn’t read emails! Even when trying to understand a process or policy, you get multiple answers or staff members say they don’t know. Just today my mother in law reported asking 3 staff members for water only to receive it hours later. I don’t believe in blasting any business without speaking to management but i have never experienced such blatant disregard and lack of caring for a patient and their family. When upon speaking with management (finally after multiple requests), it was absolutely shocking to hear professionals respond in the way they did. Do not invest one dime in this facility.

My mother in law has been a resident of Kirby Pines for over 14 years. After a stroke, she moved to the rehab section. She has been there 7 weeks and as a Nurse with 39 years experience, i am appalled at the care she has received. Not only has the care been below standard, the administration and nursing directors are not responsive, make excuses and do not care about the care that is being delivered. Staff are extremely unprofessional and rude. Staff have been found asleep at the desk during the night shift. The wrong diet order was put in upon admission and not changed until a family member noticed some food on the tray that should not have been there. When questioned, the nursing director blamed that on physician error and was not even concerned that the nursing staff that delivered and noted the tray day after day didn’t pick up on the fact that a patient they were giving insulin to daily was receiving a regular diet! There are too many examples to list but it is deeply disappointing to have this type of care being delivered and a nursing director that is not responsive nor does she even to profess to care. As an RN, she is an embarrassment to the profession. Do not be fooled by the ads, beautiful grounds and well appointed lobbies. The patient rooms look like the furniture has not been updated since 1960. The one dresser in the room looks like it fell off a truck. There is not a single picture in the patient rooms to brighten the space or even a bulletin board to put something on.

Comment: If you have to go to Job's Way at Kirby Pines, the staff is great. They truly show compassion in giving daily care to residents with very sad memory issues. However, the air conditioning is awful! Does not adequately cool the facility and they will not fix it! The problem has been on going for over 9 years! Our family member has been there two and a half years and when we complain about the air conditioning, they make it better for a day and then it gets HOT again! They will not answer my questions and meetings have been promised yet they never happen. They give a lot of good lip service. They brought in some room air conditioners ( which are horrible and a hazard) this year on June 11 and I was told it was a temporary fix. A month later, nothing else has been done. It is still very hot in the area where the residents eat, have programs or watch movies. The management at Kirby Pines seems to be more concerned with looking good from the outside than they are with taking care of all of their residents. The rest of Kirby Pines and all offices are cool. Seems like they know the residents at Job's Way no longer have the abilities to complain so they seem to ignore their basic needs like comfortable temperatures all throughout Job's Way. Very very disappointed in the leadership at Kirby Pines for allowing the residents at Job's Way to suffer in this heat with very inadequate air conditioning. We pay almost 60,000 per year, yet we can not get good air conditioning. Seems to be more important to spend money on bushes, sod, irrigation and fancy light poles than it does to properly take care of the Job's Way residents.

If you have to go to Job's Way at Kirby Pines, the staff is great. They truly show compassion in giving daily care to residents with very sad memory issues. However, the air conditioning is awful! Does not adequately cool the facility and they will not fix it! The problem has been on going for over 9 years! Our family member has been there two and a half years and when we complain about the air conditioning, they make it better for a day and then it gets HOT again! They will not answer my questions and meetings have been promised yet they never happen. They give a lot of good lip service. They brought in some room air conditioners ( which are horrible and a hazard) this year on June 11 and I was told it was a temporary fix. A month later, nothing else has been done. It is still very hot in the area where the residents eat, have programs or watch movies. The management at Kirby Pines seems to be more concerned with looking good from the outside than they are with taking care of all of their residents. The rest of Kirby Pines and all offices are cool. Seems like they know the residents at Job's Way no longer have the abilities to complain so they seem to ignore their basic needs like comfortable temperatures all throughout Job's Way. Very very disappointed in the leadership at Kirby Pines for allowing the residents at Job's Way to suffer in this heat with very inadequate air conditioning. We pay almost 60,000 per year, yet we can not get good air conditioning. Seems to be more important to spend money on bushes, sod, irrigation and fancy light poles than it does to properly take care of the Job's Way residents.

nice clean no smells. assisted living doesnt have different care levels before nursing home but all in one place

This looks like a really nice community. The people I met have been friendly. This community offers continuing care. We are hoping our loved one will be able to move into this community soon.

We toured this community and liked it. The community looked very well kept and clean. The staff seemed friendly and nice. But they didn't have what we were looking for they only had studios, not any 1 bedroom apartments and that is what we were looking for.

I am an elderly eighty-five year old lady who has been victimized by the management of Kirby Pines Retirement Center, Memphis, Tennessee. In November 2015, I signed a contract with Kirby Pines. The contract was presented with a gold encrusted diploma, signed by the corporation's President and was called a "Guarantee of Satisfaction" which stated that if for any reason I was dissatisfied with Kirby Pines I could terminate my contract, move out and get all my entry fee plus $500 to move. Among a list of many disappointments, the main reason I was dissatisfied with Kirby Pines was the virtual absence of any personal direction and attention by the director or assistant director of the facility. Isn't this the key reason for being there? To keep us seniors active? I never saw any of the directors and it even took the Chaplain five months to welcome me to the facility. Retirement Centers are not for everybody and after the non existent attention, I found Kirby Pines to be not for me. Regardless of my list of complaints, my Resident Agreement specifically stated that I was not required to list the reasons for my dissatisfaction, just simply redeem the Guarantee within one year, move out and receive my entry fee in full plus the additional $500 to help me move. The Guarantee was also verbally communicated to me many times over, throughout the sales process, by the sales agent when I signed my contract and selected my apartment at the facility. The promise to refund all my money in full if for any reason I was dissatisfied was also announced aggressively at the promotional meetings for prospective new residents I attended. It was stated there that if for any reason Any of us were the least bit dissatisfied with Kirby Pines we could state that we were, terminate, and receive a full refund of our money. I understand that this aggressive verbal activity and the inclusion of the Guarantee are still being advertised and used. I submitted a written letter of termination in July 2015 and informed the management that I had done so and wanted to redeem the Guarantee. Fast forward two years. I have received partial amounts of my money after having to spend thousands of dollars and countless hours of time with many attorneys in order to only get back my refund in pieces. This has devastated me financially. Kirby Pines still has not finished my refund and to date still owes me $8,051.74. A small amount to some but enormous to an elderly person like me. The management at Kirby Pines acknowledges that they still owe me my money but after begging them and visiting the office many times to ask for my money back have refused to return my money voluntarily, I have done everything correctly according to the stipulations in the Guarantee and desperately need the last remaining part of my money returned. I now believe the Guarantee to be a [removed] advertising gimmick. I am going to continue to strongly urge Kirby Pines to stand by the Guarantee. Returning my money is the right thing to do. I will continue to pursue and make a commitment to report to all agencies I can, the manner in which I have been mistreated and manipulated so as to warn my fellow seniors and the elder community about the false claims promised by this Guarantee and the manner in which Kirby Pines continues to advertise it.

No one greeted us when we moved in.They weren't even expecting us to move in.She's supposed to wear a watch but they don't check if She loves the food there. They emphasis they have a lot of activities but It's a very large place and it is difficult for resident sin certain sections to walk to activities in other sections.I asked [Removed], the activities director to encourage my mother to get more involved and she has. When you walk in it is very Posh.The central lobby has a impressive double staircase. They have antique furniture everywhere. The assisted living is separated from the nicer part of the community. We didn't realize this while we were doing the tour. You kinda of do the tour and don't know where you're going.

I moved my Mom here over a month ago for respite care with the understanding we would probably move in permanently in assisted living. The facility, the grounds, and the people seemed very nice. The staff found us a furnished respite room on short notice. However, the staff has repeatedly ignored or been extremely slow in meeting our requests for repairs or other needs. There was not a nurse call button or medical alert in the room for nearly 2 weeks. Mom fell twice during this time and was on the floor for 45 minutes before she was found. This is unacceptable. Mom is given small portions of food, often not what she chose, and food is cold. She is seated alone in the dining room, limiting social interaction. At this time, we have decided not to move into this community permanently for assisted living.

A great place to consider. But it doesn't meet our needs.

Each member of my family would like to thank you for your support of our mom as we deal with her desease and help her cope. It is very difficult to control her actions and speech, but you at Kirby Pines have provided an environment for her to enjoy and meet friends as well as provide activities that helps keep her active which is what she wants. Again we thank you and support what you do.

bad part of town with a lot of unseemly looking people on the streets outside the gates. Turned around and left.

We used this facility briefly for respite care for a loved one. Kirby Pines is a very nice, upscale community, and my loved one really enjoyed it. However, it was just too expensive to be a permanent option.