Touchmark in the West Hills

Touchmark West Hills has been an exceptional place for my parents, and if I could rate it higher than five stars, I absolutely would. My mom lives in independent living at the Skylodge, and my dad resides in memory care at the Terrace Lodge in the Pembrook neighborhood. While the entire community has been wonderful, the support my father receives in memory care has meant the most to our family. Navigating dementia or Alzheimer’s with a loved one is heartbreaking, and deciding that someone needs full-time care is never easy. During a very difficult time for our family, Touchmark provided reassurance that my dad would be in compassionate and capable hands. The caregivers consistently treat him with dignity, patience, and genuine kindness. He is always clean, comfortable, and well cared for—and what means the most to us is that he appears calm and happy in his environment. The staff also do a great job communicating with our family and keeping us updated, and the leadership team has been responsive and supportive whenever we’ve had questions. I would highly recommend Touchmark West Hills to families looking for a caring, professional community for independent living, assisted living, or memory care. It has truly made a difference for our family.

Our mother lived at Touchmark in the West Hills for 6 years until her recent passing last December. She was surrounded by caring staff on all levels. She was in Memory Care for the last 2 years or so of her life. We want to commend the people who cared for her and made her days important. The activities provided, the attention daily for meals and care, and the friendliness to our family as we visited were comforting to all of us. I hope the staff knows how significant their work is to families and how critical their jobs are for those of us with loved ones living there.We cannot thank everyone enough.

We are delighted with our move to Touchmark a year ago. It is a warm, caring and friendly community - both the residents and staff. Our apartment is spacious with a lovely outlook over the beautifully landscaped and maintained grounds. The dining rooms are inviting; the food very good; the servers and kitchen take great care with my severely restricted diet. We are active in our pre-Touchmark lives and enjoying many new friends and activities here.

I wish there were a way to give 10 stars to Touchmark West Hills. Both of my parents live here—my mother in independent living at Skylodge, and my father in memory care in the Terrace Lodge (Pembrook Neighborhood). I can’t say enough good things about the entire community, but I especially want to highlight the care my father receives in memory care. Having a parent with dementia or Alzheimer’s is incredibly difficult. You watch someone you love slowly lose pieces of themselves over time, and when my father’s health declined, we had to make the very hard decision to move him into full-time care. Touchmark has been an incredible support to our whole family. The staff treat my father with respect, compassion, and kindness. He is always clean, well-dressed, and comfortable—and most importantly, he seems genuinely content. The caregivers communicate clearly and keep us informed about changes, and the leadership team is responsive, helpful, and truly collaborative. I would wholeheartedly recommend Touchmark West Hills to anyone considering independent living, assisted living, or memory care.

I fell in love with the Touchmark setting in the West Hills of Portland and remain intrigued with the passing of each day looking out at the views that surround me. Moving to a retirement home is a "BIG" MOVE! And here at Touchmark in the West Hills...I feel at home in my apartment and enjoy the variety of spaces in the lodges especially the swimming pool. The staff are wonderful...adding zest to the environment where everyone knows your name makes you feel accepted! Finally...I need to mention the cuisine offered at Touchmark in four different dining locations makes life shared with community as well as guests easy and enjoyable!

Touchmark in the West Hills exceeded my expectations. The entire community has a sense of luxury—beautiful architecture, spotless common areas, and thoughtful amenities throughout. But what impressed me most was the staff. Every team member we met was welcoming, knowledgeable, and happy to assist with anything we needed. Their genuine kindness makes the whole place feel like home. I couldn’t recommend Touchmark more highly.

Don't be deceived by the beautiful facility and the friendly sales people. My parents lived here for 6 years. In the beginning, they really enjoyed living at Touchmark. Over time we repeatedly saw costs go up and services go down. At the end of their stay they spent 3 months in assisted living with horrible care and lack of responsiveness from the caregivers. The management was cold and unpleasant. In addition, Todd Pile, the overall manager is not at all interested in solving problems, only avoiding lawsuits. I don't think the management compassionately understands the vulnerable population they serve. The cherry on top was the several months it took for them to sell my parents' unit to get their money back. We had been told it would sell super fast since it was a very desirable apartment--Just one example of the sales people overpromising and Touchmark underdelivering. Really disappointing for such a premium facility. Profits over people.

As a resident for seven years in a handicapped unit at Touchmark in the West Hills, I am able to experience the FULL LIFE offered in Independent Living. A myriad of daily activities keep me busy despite my mobility problem! Fitness classes, educational programs, shopping trips, outings to gardens and museums, crafts, book club, games, special events, and movies keep my calendar filled!

This community is beautifully set in the west hills of Portland and stands out amongst the rest. While no community will ever be a one-size fits all solution for every person, Touchmark is one of the very few companies that has remained owner-operated. You can see the pride in the community that has been built from the moment you drive through the front gates. There are so many special people at this community from resident to team member. Each one of them with a story to tell.

Expensive but very posh place. Have all the amenities one would need. The employees seem friend and happy to serve.

I appreciate the reply by Tiffany H. on July 27th to my review. It seems to be part of her job duties to provide damage control for online reviews. This represents the only communication that I have received from anyone at Touchmark in the West Hills since my father's death last year. If you are hoping for individualized comprehensive care for your loved one, I highly recommend looking elsewhere. Wouldn't you expect to hear from a care facility after the death of your family member? I still have heard nothing even after sending a letter to them from an attorney and contacting the relevant state of Oregon agency with respect to the neglect in his care.

just received a response from Touchmark of the Westhills. We hired an elder law attorney to help us navigate all of our concerns. All founded. Residents Protectected Health Information was breached. 30 day noticed given and after approximately medically managed by hospice behaviors subsided. Advocacy of those that no longer have a voice is imperative.

My 90 year old mother with a diagnosis of moderate Alzheimers and overall frailty as well as balance issues was admitted to the memory care unit of Touchmark West Hills in January. After several years of increasing home health and requiring round the clock observation to prevent falls, we felt that this was a good choice for her. Given the fact that the facility is beautiful and that she knew many residents living in the independent part of the complex as well as the services including life enhancement, we thought she would receive safe and appropriate care while benefitting from the services. It was a disaster and thankfully, we removed her before she sustained more serious injuries. The memory care units are woefully understaffed. At the time the requirement was that there be a a caregiver and a medication aide-minimum-for each wing. Hers had 15-17 patients. Oftentimes, the medication aide covered two wings so they were there only half of the time. In addition to passing medications, they were supposed to assist the caregivers in providing personal care, such as incontinence care; meals which the caregivers served, cleared, washed dishes and cleaned the tables; bathe; change bed linens and provide appropriate mental health support for humans with life altering dementia. To be clear, this was not the fault of the caregivers or the medication aides. For the most part, they were compassionate people who were trying to do an impossible job. They were sabotaged and those who did speak up were disciplined. Time and again we documented how the basic services-bathing, bed changes, incontinence care were not provided. How could one person or possibly two provide that level of care to 17 confused patients? Impossible. When we raised these issues we were told that we basically expected too much ("What did you think it would be like?") and that her needs were unknown to them prior to admission. They said that staffing was an issue as it is industry wide, but they (A) Continued to admit patients to units which were known to be understaffed, (B.) Continued to pour money and resources into building more units rather than funnel those funds toward raising salaries and retaining excellent caregivers and (C) Not utilizing the supervisory RN and caregivers at the administrative level on the floor with the patients when needed. The medical manager of the health care facility is NOT a medical professional and could not have delivered competent care and yet he was directing the RN and LPN. Unbelievable! The executive director is from the hospitality industry, which may be fine for the independent living section, but should not be overseeing a residential care facility. Within 6 weeks at Touchmark, my mother lost greater than 10 pounds. We found the scale and weighed her as it had not been done. She had 7 documented falls. She developed a UTI within the first 2 weeks because of lack of proper hygiene. Other residents were injured by falls or by other confused patients. We witnessed a large patient assault a vulnerable one with no staff member in site. I intervened and tried to calm down the agitated and confused gentleman. This happened twice in one night. We are filing a formal complaint with the state but prospective family members should be extremely wary of placing a loved one there.

I recently added a photo of what my father was brought for dinner. This place needs a major overhaul. I can only imagine this is happening to other residents as well.  This is an image of what my father was brought for dinner on May 30th.   He was given the selection of a hot dog, fires and a lemon cake and this is what arrived.  Are you kidding me? This is not an appropriate meal for a senior a solo hot dog and NOTHING else. This is not the first time this has happened.  I can name additional incidents that my father has shared where either old, stale or inedible food has arrived. At times the completely wrong ordered item arrived, or even times when no food has been brought his room. There is absolutely no one paying attention to what is being brought to the residents.  I understand there is another covid lockdown restriction in place, but if the residents are not allowed to dine in the dining room, and their only option is to be sent food to their rooms how is this so poorly executed.  And how can you totally forget to feed a resident by neglecting to bring food at all.  I will be posting the image so others who might have loved ones as residents can see what is going on. It's time someone actually pays attention to what is happening at Touchmark.  This is clearly neglect and a combination of poor management that is tricking down to all departments and needs to be addressed.  This place gives off the appearance of high class all the way but it has been nothing but smoke and mirrors and honestly neglect to some of the basics amenities they offer from day one.

When I was looking for memory care for my mom, I was impressed with Touchmark's beautiful community in the West Hills and the well considered layout of the memory care floor. The marketing person I worked with was responsive and professional. Further, it was a convenient location for our family. I moved my mom in but unfortunately this ended up being a terrible choice. Many of the staff members seemed poorly trained in memory care. Early on, the wife of another resident advised me about this and I should have heeded her warning. My mom was bathed infrequently and smelled. Staffing also seemed low. When I called to check on my mom, they often did not answer. When they did, staff provided basic information about whether she had eaten and what she was doing at the moment, but were not able to share any qualitative information about how she was doing. Further, she was sleeping a lot during the day. I ended up paying for her to get her hair washed at the salon each week and added in extra care through Touchmark's private caregiver division and so she could get help getting to her hair appointments, taking walks, and receive more human engagement. Family should not have to do this at an expensive facility like Touchmark. The community should be staffed appropriately with well trained caregivers. In early August of 2020, I received a call from Touchmark that my mom had fallen down and had a suspected broken hip. She had never broken a bone prior to this. Soon thereafter I received a call in which I was informed that a caregiver, who I later learned was 18 years old, had intentionally pushed my mom over which caused the injury. Touchmark fired her the next day. The administrators knew this because the med tech down the hall witnessed it all. I'm not sure I would have known what caused the fall if she had not happened to see it. My mom suffered excruciating pain throughout the emergency, surgical, and rehabilitation processes and had to go through all of this in facilities with high risk of her and her family members contracting COVID. My later communications with Touchmark were quite disheartening. Their billing department is apparently much better staffed than their care team as they were diligent about calling me in August to ensure that I paid my mom's August care bill and private caregiver bills right away. This was while she was still in the hospital with mounting medical bills from the fall she suffered after their caregiver pushed her over. They never offered to help with anything. When I moved her out at the start of September, her room was in great condition, with only a couple of minor blemishes. Of course, we received a bill for those as well. Shameful. This whole experience was incredibly awful for my mom and our family. I hope that it serves as a warning for others to take the time to do all the necessary due diligence before trusting Touchmark or any facility with your loved one.