Bridgewater Assisted Living-Midtown

Pros

• The Silver Birch of Midtown has made amazing changes in the community with an impressive management team and many happy residents.
• The facility feels like home, with smiling residents, friendly staff, and frequent activities that foster a family atmosphere.
• The new leadership genuinely cares about residents and ensures their needs are met, and the facility is spotless and well-maintained.
• The community is beautiful, clean, and well-maintained, with kind, attentive staff who truly care about the residents, creating a welcoming, positive atmosphere.
• The food is absolutely delicious.
• The staff relay messages quickly when family cannot reach their loved ones, enhancing communication.
• Amenities such as an on-site gym for physical therapy and a dedicated theater room provide valuable options for residents.
• Daily activities on and off-site, including salon services, contribute to residents' enjoyment and quality of life.

Cons

• Medications are consistently late, and residents can be left unfed if they can't reach the kitchen, with phones unanswered and the front door broken.
• Emergency call buttons can take an hour or more to get a response, especially at night.
• Staffing is severely under-resourced, resulting in a skeleton crew that struggles to provide adequate care.
• Management is described as abusive and neglectful, at times alleged to be criminal.
• Residents have suffered falls and injuries due to unresponsive staff and unanswered call lights, with delayed family notification.
• Management discourages complaints and pressures families to move loved ones to hospice care to reduce costs.
• Promised amenities (such as an on-site gym and theater) are not utilized or maintained.
• A staff member named Erica is described as rude and unsuitable for the residents' advocate role, harming the experience.
• The overseeing company is accused of prioritizing profits over resident well-being and engaging in questionable practices.
• Communication with families is poor, with delayed key fob issuance, limited supervisor access, and refusals to provide explanations.
• In memory care, promises to handle all dementia levels were not met, leading to injuries and pressure to relocate the resident.

Review

The Silver Birch of Midtown, which used to be known as Bridgewater, has become a focal point for mixed experiences since its leadership change in March 2025. On the surface, many describe a facility that is making meaningful progress under a new team, with reports of happier residents, a brightening atmosphere, and a level of care that feels more attentive than in the past. Several reviewers highlight a sense of community, with management that seems genuinely engaged and a staff presence that many residents seem to appreciate. The facility is repeatedly praised for its cleanliness and for cultivating a home-like environment where residents appear to be surrounded by smiling faces and positive energy. In several accounts, the emphasis on activities and social gatherings is clear: there are regular events, off-site outings, and opportunities for residents to connect, which lends the place a warm, family-like feel.

Beyond the general atmosphere, some residents and families speak warmly about specific aspects of daily life. The on-site amenities - such as access to a salon, regular activities, and calendars that keep families in the loop about plans - are cited as positive touches that contribute to a sense of normalcy and routine. One reviewer notes that their loved one has thrived with ongoing medical care, frequent updates when calls can't be answered, and a consistent line of communication with staff. The sense of belonging is a recurring thread, with many residents described as feeling well cared for and part of a supportive community where staff members are attentive and kind, and where the overall environment remains welcoming and well-maintained.

But the overall picture is not without sharp contrasts. A substantial portion of the reviews raise serious concerns about care gaps and operational shortcomings. Specific complaints include medications that arrive late, and situations where residents who are injured or otherwise unable to make meals find it difficult to receive timely care or feeding. Several writers mention nonfunctional or poorly responsive systems - phones that aren't answered and a front door that doesn't work - which compounds the frustration for families trying to reach staff in urgent moments. These issues point to a disconnect between the perceived improvements in atmosphere and the more concrete, day-to-day challenges that affect safety and reliability.

Historical echoes of prior management struggles also surface in a number of reviews. One heartbreaking account recounts severe care failures in the memory care unit under Bridgewater's era, with a sister experiencing multiple injuries after falls and a concerning delay in communication with family during a critical time. The story describes a pattern of neglect that escalated during the height of the Covid period, culminating in multiple fractures and a request to transfer the resident out of the facility. The tone in this recounting is stark: management was described as rude, and there were explicit accusations of negligence and intimidation. The reviewer emphasizes that the problems extended beyond a single incident and left a lasting impression of a facility that could not, at that time, provide the level of care promised in its marketing.

Other reviews widen the lens further, portraying a broader sense of systemic issues. There are assertions that "much of the cleaning and care staff" are capable and helpful, but that the management side can be abusive or neglectful, with the company overseeing operations described in severe terms. The sense of decline extends to staffing levels that were already insufficient years ago and only worsened during the pandemic. Reported consequences include delayed emergency responses, a hostile climate for families who push back on insufficient care, and a perception that management would discourage families who protested or insisted on higher-quality care. Some commentators describe the situation as so troubling that they consider it illegal or criminal, reflecting deep anxiety about the protections and oversight in place for vulnerable residents.

Despite the breadth of concern, there are still moments of reassurance in the narratives. A review from a family member highlights continuous medical attention and responsive support for their mother, who is content with the food, enjoys daily activities, and appreciates the opportunity to use the on-site salon at a discount. The reviewer notes that staying in touch with case managers helps maintain alignment on care plans, underscoring how crucial communication is to their sense of security. However, even within this more hopeful account, there are warnings about communication gaps - such as a hospitalization and intubation that were not promptly relayed to the family - and delays in receiving promised items like a key fob, which left the family feeling unsupported and compelled to escalate to corporate channels.

A recurring focal point in several negative testimonials is a particular staff member identified by name, Erica. Multiple reviewers criticize her communication style and question her suitability for a residents' advocate role, describing rude tones, poor availability, and a pattern of disengaging from families who need information and clarity during critical moments. These criticisms tend to color the broader narrative about management, with some reviewers attributing more systemic problems to leadership decisions and a perceived lack of accountability. The repeated mention of Erica amplifies a sense of ongoing friction between families and the administrative layer, even among those who otherwise commend the facility's cleanliness or the friendliness of certain care staff.

Taken together, the collection of experiences paints a facility at a crossroads. On one hand, there is clear praise for a cleaner environment, actionable activities, and the impression that leadership is attentive and capable of fostering a family-like atmosphere. On the other hand, persistent concerns about medication administration, timely call responses, consistent communication with families, and the overall safety and reliability of care, especially in the memory care unit, cast a long shadow. The stories of past neglect, combined with current reports of staffing challenges and a few troublesome interactions with management, suggest that while significant improvements may be underway, residents and their families continue to navigate a complex landscape of care quality, accountability, and open lines of communication as they consider the best possible living situation for their loved ones.

This area of Phoenix, Arizona, offers a convenient and diverse range of amenities for senior living. With multiple pharmacies, hospitals, and physicians within close proximity, residents can easily access healthcare services. There are also plenty of dining options including fast food restaurants like Taco Bell and McDonald's, as well as sit-down establishments like George & Dragon Restaurant and Federal Pizza. For leisure activities, there are cafes such as Lux Central and Dark Hall Coffee nearby, along with parks like Encanto Park and Margaret T. Hance Park for outdoor recreation. Additionally, transportation options like the METRO stations provide easy access to different parts of the city. Overall, this area provides a well-rounded living experience for seniors with various amenities and services readily available.

Restaurants

• Taco Bell (0.2 miles)
• McDonald's (0.3 miles)
• George & Dragon Restaurant (0.4 miles)
• Kobalt (0.8 miles)
• Del Taco (1.2 miles)
• Federal Pizza (1.4 miles)
• Windsor (1.4 miles)

Pharmacies

• Walgreens (0.5 miles)
• CVS Pharmacy (0.8 miles)
• CVS Pharmacy (1.2 miles)
• CVS Pharmacy (2.1 miles)
• Walgreens (2.2 miles)
• CVS Pharmacy (2.2 miles)
• Walgreens (2.9 miles)

Cafes

• Lux Central (0.5 miles)
• Dark Hall Coffee (0.5 miles)
• Starbucks (1.5 miles)
• Starbucks (2.1 miles)
• Panera Bread (2.4 miles)
• Fair Trade Cafe (2.4 miles)
• Lola Coffee (2.4 miles)

Hospitals

• Carl T Hayden VA Medical Center, Recreation Therapy (0.7 miles)
• St Josephs Neurological ICU (0.8 miles)
• St Joseph's Hospital & Med Center: Deguzman Brian J MD (0.9 miles)
• Banner – University Medical Center Phoenix (2.4 miles)
• Abrazo Central Campus (2.5 miles)
• Surgical Specialty Hospital Of Arizona (2.9 miles)
• Maricopa Medical Center (4 miles)

Physicians

• Arizona Eye Specialists (0.7 miles)
• Dignity Health Peppertree Family Medicine (0.9 miles)
• Phoenix Skin Medical Surgical Group (1.2 miles)
• SimonMed Imaging - Phoenix (1.3 miles)
• Keystone Natural Family Medicine (2 miles)
• Banner Family Medicine Center (2.5 miles)
• Bethany Women’s Healthcare (4 miles)

Transportation

• Thomas/Central Ave METRO (1 miles)
• METRO McDowell/Central Ave (2 miles)
• Airport Rent-A-Car (4.2 miles)
• Hertz Rent A Car (4.8 miles)

Places of Worship

• First United Methodist Church of Phoenix (1.6 miles)
• Roosevelt Community Church (2.5 miles)
• Primera Iglesia United Methodist Church (3.7 miles)
• Open Door Fellowship Church (4.6 miles)

Parks

• Encanto Park (1.7 miles)
• Margaret T. Hance Park (2.3 miles)
• Granada Park (2.9 miles)
• Royal Palm Park (4.6 miles)
• Phoenix Mountain Preserve (5.3 miles)

Theaters

• AMC Arizona Center 24 (2.9 miles)