Crossroads Adult Care Homes

Pros

• The grounds are beautiful.
• The houses are clean and pleasant.
• The food seems decent.
• The care provided to residents was excellent and compassionate through the end of life.
• The rooms are larger than those at many other facilities, and they are very clean.
• The staff take their jobs very seriously and care about residents like family.
• Crossroads is one of the best assisted living facilities in Tucson; it is a gem.
• The facility goes above and beyond, especially during the pandemic.
• The experience at Crossroads is wonderful, with accommodating staff and a clean, comfortable environment.
• Meals are prepared from fresh ingredients with extra love.
• Belinda welcomed visitors and provided tours.
• Management communicates with families and provides peace of mind.
• The mother-in-law has been well taken care of and comfortable at Crossroads.
• In memory care, the staff take very good care of residents and are kind and helpful.

Cons

• The care was described as terrible due to poor management, disorganization, and non-existent communication with families.
• The director does not appear to manage the staff, leaving no clear person in charge.
• There is a revolving door of temporary staff who do not stay long enough to learn residents' needs.
• Simple directives from families (hydration drinks, limiting candy) were ignored, leading to health risks.
• Important concerns raised by families were not documented or disseminated, so issues persisted.
• A caregiver was found on drugs/alcohol while on shift, with no immediate accountability and no prompt action.
• There was no higher management on duty to address the intoxicated caregiver promptly.
• Prescription orders and other clinical directives were repeatedly misrouted or delayed due to communication failures.
• A specific incident described severe infection, malnutrition, bruises, and skin tears after a video visit, resulting in a strong negative impression.
• The administrator sent a cease-and-desist notice regarding the review, indicating hostility toward consumer feedback.

Review

Across the spectrum of experiences at Crossroads Adult Care in Tucson, families describe a facility that can feel like two different places in one: a setting with beautiful grounds, clean and comfortable living spaces, and menus that some praise as fresh and well-prepared, but also a place where management gaps and communication breakdowns have left loved ones exposed to risk and frustration. For some residents, the environment and care feel frankly commendable; for others, the same building is alleged to have descended into disorganization and danger.

On the positive side, many family members recount long stretches of good care and heartfelt attention. They describe the grounds as lovely, the houses as clean and homey, and the overall atmosphere as calm and pleasant. Several reviewers note that the staff in memory care are kind, communicative, and genuinely caring, and that their loved ones were well-tended, comfortable, and safe. One account emphasizes compassionate interaction with a parent who had terminal illness, saying the staff provided meaningful support and the family felt peace of mind because of the consistent care. In other narratives, visitors highlight clean rooms, larger-than-average living spaces for residents, and the reassurance that comes from watching caregivers treat residents like family. Some families who came to Crossroads after difficult searches describe it as a blessing, with staff who remembered questions, answered promptly, and made them feel welcome and supported during the crucial decision-making process.

Yet beneath these affirmations lies a second, troubling thread that has become increasingly prominent for several families. They describe a pattern of deteriorating care quality tied to poor management and frequent staff turnover. The most common refrain is that the director does not actively manage the staff, and there appears to be little real leadership in place to oversee daily operations. In some years, key administrative roles - such as the business manager - have left or begun functioning remotely, which, according to residents' families, translates into reduced direct oversight and slower, less reliable communication. This perception of leadership gaps appears to correlate with a revolving door of temporary workers who never stay long enough to know the residents or the routines, leading to repeated misunderstandings about how to meet residents' ADL needs and preferences.

Specific, actionable concerns frequently cited include miscommunication about basic care tasks - such as reminding staff to give hydration drinks or to monitor sugar intake - resulting in avoidable health risks like dental decay from excessive candy and poor oral hygiene. Families report instances where sugary treats were repeatedly given despite requests not to, and where oral hygiene was not adequately tracked, creating risk for residents with dementia or diabetes. These issues are framed not as isolated mistakes but as a systemic failure to disseminate information about a resident's needs across shifts and staff members, with families feeling that what they communicate never seems to reach the right people in the building.

One of the most disturbing incidents described involves a caregiver who appeared to be under the influence of drugs or alcohol during a visit. The family found the caregiver unable to perform basic duties, and the director's response was tepid, with a suggestion that the staff member might be hungover and no clear follow-up provided. This incident, coupled with reports of inconsistent oversight and a lack of proactive communication from management, has left families worried about what might be happening when they are not present. The sentiment among some reviewers is that such episodes point to a broader culture of inadequate on-site supervision and insufficient escalation when concerns arise.

Compounding the worries are logistical and medical coordination challenges that several families describe as ongoing and unresolved. They recount problems obtaining timely COVID vaccinations for residents, delays in prescriptions, and episodes where prescriptions were stuck in fax machines or lost in unclear channels, forcing anxious families to intervene repeatedly to secure proper care. The involvement of local health authorities is mentioned as a necessary intervention in some cases, suggesting that the facility's internal processes were insufficient to ensure timely and appropriate medical directives. The inconsistency in medical follow-through - paired with high staff turnover - creates a precarious environment for residents with complex health needs, especially in memory care.

Amid these layered concerns, some reviews acknowledge that Crossroads has earned praise from a number of families who felt attentive care, clear communication, and warm, compassionate staff. There is a sense of contradiction within the community: "a gem" or "one of the best" are phrases used by some reviewers, while others describe a facility that feels mismanaged and dangerous. Commenters also note that several five-star posts appear to come from employees or relatives, which colors perceptions of the overall tone. One family even notes having received a cease-and-desist letter in response to a review, underscoring how contentious and unsettled these conversations can be and highlighting tensions between resident advocates and facility leadership.

Ultimately, the experiences captured in these accounts reflect a facility that can be excellent in some respects - beautiful surroundings, clean environments, and genuinely caring staff for some residents - yet that is also perceived by many families as dangerously mismanaged in other cases. The divergence between praised memories of compassionate care and alarming reports of neglect or dangerous lapses suggests a need for stronger governance, more consistent staff training and supervision, and a robust system for documenting and disseminating care plans across shifts. For families weighing options in Tucson, Crossroads presents a mixed picture: it can be a place of comfort and kindness, but it can also be a place where critical patient safety and communication failures create real risk, prompting questions about whether the current model can reliably meet the needs of residents with complex health and cognitive challenges.

This part of Tucson, Arizona offers a convenient location with a variety of amenities nearby. With multiple physicians, pharmacies, and hospitals within a short distance, seniors can easily access healthcare services. There are also several dining options ranging from casual fast food to upscale restaurants for enjoyable meals out. The area boasts parks for outdoor recreation and leisurely strolls. In addition, there is a movie theater for entertainment and cafes for socializing over coffee or baked goods. The proximity to places of worship like Beautiful Savior Lutheran Church provides spiritual fulfillment as well. Overall, this part of Tucson presents a well-rounded community ideal for senior living.

Physicians

• Fishkind Bakewell & Maltzman Eye Care & Surgery Center (0.8 miles)
• Saguaro Dermatology (0.8 miles)
• Tucson Endocrine Associates (1 miles)
• Roberts Periodontal Group (1 miles)
• Genisis Ob Gyn (1.1 miles)
• Casas Adobe Physicians (1.1 miles)
• Casas Adobes Internal Medicine (1.1 miles)

Restaurants

• Mr. An's Teppan Steak & Seafood Sushi Bar (0.9 miles)
• The Parish (1.2 miles)
• Oregano's Pizza Bistro (1.3 miles)
• McDonald's (1.3 miles)
• Hifalutin (1.5 miles)
• In-N-Out Burger (1.7 miles)
• Chick-Fil-A (1.8 miles)

Pharmacies

• Walgreens (1.1 miles)
• CVS Pharmacy (2 miles)
• Walgreens (2.1 miles)
• Walgreens (2.2 miles)
• Walgreens (2.2 miles)
• Food City Pharmacy (2.4 miles)
• Walmart Pharmacy (2.8 miles)

Hospitals

• Nw Medical Hospital (1.2 miles)
• Northwest Medical Center (1.2 miles)

Parks

• Rilito River Park (1.2 miles)
• Children's Memorial Park (1.3 miles)

Theaters

• AMC Foothills 15 (2.4 miles)

Cafes

• Starbucks (2.6 miles)
• Village Bakehouse (2.8 miles)
• Ren Coffeehouse (3.4 miles)
• Dutch Bros Coffee (4 miles)

Places of Worship

• Beautiful Savior Lutheran Church (3.8 miles)