The Village of Southampton

Our experience at this assisted living facility was extremely disappointing and frankly unacceptable. The overall level of service from the staff is severely lacking. While there are a few individuals who will respond when approached, even they provide only the bare minimum and show little initiative to genuinely assist residents or their families. A major concern is the complete absence of accountability. Staff repeatedly redirect you to someone else rather than taking responsibility, creating a frustrating cycle where no one actually helps. It is entirely possible to spend hours at the help desk without seeing a single staff member available. We went from floor to floor, checking multiple stations, only to find them unattended. Meanwhile, employees who are present appear disengaged—often sitting in the lobby on their phones instead of attending to residents or visitors. When assistance is finally provided, the attitude is frequently dismissive and unwelcoming. Questions are met with minimal, surface-level answers, with no effort to offer further guidance or ensure that concerns are fully addressed. For a facility that charges such high fees, the level of care and professionalism falls far below expectations. There is a clear lack of attentiveness, urgency, and compassion toward the people who depend on this service. I would not recommend this facility under any circumstances. It is deeply concerning to see such poor standards in a place responsible for the well-being of vulnerable individuals.

Choosing a new community for my father was one of the hardest decisions I have had to make based on previous community experiences and evolving circumstances. Reading Dr. Atul Gawande’s *Being Mortal* (must read) beforehand would have helped me set more realistic expectations sooner and avoided my heartache at previous facilities: no facility, however well-marketed, can replace ongoing, active family involvement, even if it all falls on you. The best outcomes have come from treating staff as partners, not substitutes for our own oversight and delegating other appropriate responsibilities, if possible. The Southampton team has been attentive and caring within the scope of what any senior living community can reasonably and realistically provide. Like any large organization, quality varies by leadership, individual, shift and by need, and families should expect to stay closely involved as care needs evolve, not “set and forget” or “warehouse”. For families willing to remain engaged active partners, the Southampton can be a good match yet they cannot replace competent, loving family. For those expecting full delegation without active involvement by family and coordination with outside resources, it won’t be a match, and that’s not any community’s fault. It has been my experience with every community. After 18 months, I am grateful for the genuine moments of connection and dignity the Southampton staff and our private caregivers have offered my father to insure he continues to live the quality of life he has defined for himself and we seek to create for him.

We love living at The Village of Southampton. The people who work here are fantastic and very helpful. The food is outstanding! The building is wonderfully planned and the apartments are lovely. And, it’s close to Rice Village. We also have delightful people living here with us! Mike and Joyce Bradshaw. This is a sunrise that we photographed from our building!