Overall sentiment across the reviews is highly polarized: some reviewers describe Marshall Manor Nursing & Rehab Center as providing excellent, compassionate, and effective care—particularly in rehabilitation—while others report deeply concerning incidents of neglect, poor communication, and safety lapses. The most consistent positive theme is the quality of rehabilitation therapy and its outcomes. Multiple reviewers credit skilled therapists and focused rehab programs for returning residents to walking and greater independence. When therapy and engaged nursing/CNA staff are present, families report heartfelt, loving care, meaningful activities, a quiet atmosphere, and residents feeling valued.
However, a substantial portion of reviews describe negative and sometimes serious problems. Clinical and safety concerns stand out: medication changes producing heavy sedation in residents (described as becoming 'like a zombie'), a documented insulin administration error with a failure to check blood sugar that nearly proved fatal, and several accounts of rapid functional decline during a stay. There are multiple reports of hygiene neglect—residents left in soiled beds or sitting in their own waste for extended periods—and delays in basic assistance due to slow response to nurse-call systems. These are not isolated complaints and point to inconsistencies in bedside care and supervision.
Staffing and staff behavior are portrayed inconsistently across reviews. Several reviewers praise caring, committed nurses, CNAs, and an administrator (named Linda) for going out of their way, providing homemade meals, and creating a loving environment. Conversely, other reviewers report rude, dismissive, or even aggressive behavior from CNAs and phone staff, describing management and the Director of Nursing as unresponsive or hostile. This suggests a wide variation in individual caregiver performance and possible management or culture issues that allow inconsistent interactions.
Facilities, dining, and daily life are similarly mixed. Some families note a clean, quiet facility with good activities and social opportunities, while others describe the environment as dirty or 'trashy' and criticize meal quality—several reviewers call the food horrible although a few enjoyed the meals and special homemade items. Activities and social programming receive generally positive comments, with multiple mentions of meaningful engagement for residents.
Administrative and communication problems recur in the negative reviews. Common complaints include billing delays and lack of clarity around charges, poor customer service, unresponsiveness from administration, and difficulty coordinating transportation. There are also alarming reports of misleading communication to external providers (for example, to cancer center schedulers), which contributed to gaps in care and coordination. These issues point to systemic weaknesses in administration, discharge/transfer processes, and external communications.
In summary, Marshall Manor appears to have real strengths—especially in rehab/therapy and with certain compassionate staff members—but also notable and significant weaknesses in consistency of care, safety oversight, hygiene practices, responsiveness, and administrative communication. Prospective families should be aware of the polarized experiences: some residents receive excellent, attentive care and make strong functional gains, while others experience lapses that range from poor customer service to serious safety incidents. If considering this facility, asking targeted questions about staffing ratios, medication oversight procedures, nurse-call response times, hygiene/incontinence protocols, billing practices, and who will be the direct point of contact (and their responsiveness) would be prudent. Additionally, visiting multiple times and speaking with current families and staff may help assess whether the unit and shifts most relevant to a prospective resident demonstrate the strengths or the concerning patterns described in these reviews.
