My grandparents both resided at Spring Hills Lake Mary for 2 years and I have nothing but great things to say about the facility and the staff. The dietary staff, Holly, an amazing person that works tirelessly to meet the individual needs of every resident. Housekeeping, Zelma and Cici, did a spectacular job keeping my grandparents apartment clean and laundry always done. Maintenance, Jesus, on top of every issue immediately. Activities, Julie always had fun things for everyone. Catherine, behind the scenes, great resource and very helpful. Nursing, Danielle, Annette, Lawanna, Caneshia, Hector, Jermain and many other wonderful staff, I can’t say enough about. Excellent at communicating, meeting the needs of every individual and making everyone feel at home. If I had it to do over I’d pick Spring Hills Lake Mary again. Thank you Spring Hills for loving my grandparents like your own. From the bottom of my heart and my grandparents, Judy & Lynn, you are appreciated more than you’ll ever know. They sure loved you guys.
@MollySherman
Thank you for sharing your experience. I am sorry your family’s time with us fell short of expectations.
You did not attempt to contact me. I make myself readily available — I keep my phone with me at all times and take resident and family concerns personally and seriously. I have more than 20 years of experience as an Executive Director and have been at Spring Hills Lake Mary for fewer than 60 days; it is unfair to judge my character or my professional competence based on this brief period.
To be clear, I did not state that a three‑hour pendant response time is an industry standard. We adhere to AHCA regulations and our internal policies for pendant response and resident safety.
Your mother being found soiled occurred while I was Executive Director, and that should not have happened. I take that very seriously. We are conducting a full review — including pendant and call logs, clinical documentation, and staffing assignments — to determine how monitoring and care failed. Where gaps are confirmed, we will take immediate corrective action: targeted staff retraining, reinforcement of toileting and incontinence protocols, increased supervisory oversight, and staffing adjustments as needed. We will also improve family communication so concerns are documented and addressed promptly.
I regret that we did not meet your expectations. If you are willing to discuss specifics so we can complete our review and share our findings and corrective actions, please contact me directly at the community.
We had the privilege of visiting the facility today. My colleague and I were pleased to observe a special resident-directed meeting to discuss what the residents wanted to eat. We have been working in long-term care for many years and have never seen such care for their residents as we saw today—to hear their desires and become part of the dining experience.
Springhills made an excellent choice bringing MaryAnn Howell onto their team. My mom lived in a Brookdale community MaryAnn managed, and MaryAnn is the rare leader who combines uncompromising standards with genuine compassion. She advocates fiercely for residents’ well‑being, holds staff accountable with clarity and respect, and always follows through — no excuses. Her professionalism, integrity, and servant’s heart transformed my mom’s daily life and gave our family real peace of mind. MaryAnn is a consummate class act; any community is stronger with her at the helm..
When we first brought my family member to Spring Hills, they did everything they could to convince us to move in. Unfortunately, once we became residents, the experience quickly went downhill.
Management has changed and is now very rude and dismissive. The only person in management who has been genuine and approachable is the nursing director. The nursing staff appears overwhelmed and overworked, and there is no consistent staffing in the building. The constant staff turnover is very concerning.
There are serious maintenance issues throughout the building, including mold, leaking ceilings, and at times no heat. These conditions are unacceptable.
The quality of care has declined. The food is not nutritious, and there are little to no stimulating activities, despite being promised before move-in. We were also promised transportation to doctor appointments, but in reality appointments are only accommodated on certain days, which makes proper medical care difficult.
It is especially difficult to consider moving because having your parents only 10 minutes away allows you to be present and involved in their care, and we have been locals to this area for over 20 years. However, despite wanting to stay close, the lack of care, staffing, and follow-through has made this situation extremely disappointing.
Overall, this facility does not provide the level of care or services that were sold to us. I would strongly encourage families to do thorough research before placing a loved one here.
Reviews and rating from Google, shown as Google publishes them for Spring Hills Lake Mary. They are not PlaceWisely verified reviews and do not affect match scores or rankings.
