Overall sentiment across the reviews is highly mixed and polarized. Many reviewers praise the physical environment, dining, therapy programs, and specific staff members; others report serious clinical and safety failures, poor hygiene, and management/communication breakdowns. The facility presents as attractive and well-equipped, with clean, spacious rooms, a pleasant bistro and dining program, a library, and varied activities that several families found engaging. Multiple reviewers explicitly commended the physical and occupational therapy teams and described effective short-term rehabilitation leading to discharge home. Several CNAs, nurses, therapists, and front desk staff received strong individual praise for kindness, attention to detail, and patient-centered care.
However, these positive aspects are repeatedly contrasted with significant and recurring clinical concerns. A large number of reviews describe inconsistent nursing care: medication errors, delayed or missed pain medications, insulin mismanagement and uncontrolled blood sugars, and failures in wound care including reports of bedsores and inadequate turning/repositioning. There are multiple accounts of emergencies or urgent issues that were mishandled—examples cited include IV mishaps, alleged anaphylactic reaction not properly addressed, and failure to call 911. Several families reported their loved ones suffering dehydration, possible kidney failure, or needing hospitalization after what they perceived as negligent care. These clinical failures are among the most serious patterns in the reviews and strongly affect overall safety perceptions.
Staffing, supervision, and workplace culture are consistent themes linked to care quality. Reviewers describe understaffing, high turnover, and overworked employees—especially shortages on night shifts—and attribute many lapses in basic care (missed showers, delayed bed linen changes, long call-button response times, unattended residents) to insufficient staffing. Some reviewers report that management does not adequately support front-line staff, that incident reporting and documentation are inconsistent, and in a few cases allege discriminatory behavior and problematic firing practices. Conversely, other reviewers describe positively engaged administrative and therapy teams; this contrast suggests wide variability in performance between shifts, units, or individual staff members.
Communication and family engagement emerge as another major area of concern. Numerous families reported poor communication, delayed updates, refusal to schedule meetings with the care team, and unresponsiveness to phone calls. Several reviewers stated that promised actions (refunds, incident reports, returned calls) were not fulfilled. COVID-related restrictions and quarantines were noted to have impacted access to rehab spaces and visitation, which some families felt contributed to regression in progress or delayed therapy. The combination of communication lapses and operational limitations has led families to feel they needed to act as advocates to secure acceptable care.
Cleanliness and basic hygiene present a mixed picture: while many reviewers note clean, well-maintained public spaces, others report serious lapses such as soiled carpets, delayed cleanup, residents found in soiled bedding, and inadequate bathing or oral care for extended periods. These hygiene issues, when combined with reported clinical lapses, heighten concerns about infection control and resident dignity. Several reviews explicitly state that the facility's outward appearance and amenities can be deceiving relative to the actual nursing care provided.
Therapy and dining are among the facility's strongest and most consistently praised areas. The culinary program, restaurant-style dining room, café/bistro, and opportunities for family dining are frequently cited as excellent—many reviewers singled out the food and kitchen staff by name—and activities programming (arts/crafts, music, guest speakers) was appreciated for contributing to residents' emotional well-being. For families seeking short-term rehabilitation with strong therapy services and a quality dining experience, these strengths may be decisive.
Given the broad range of experiences reported, the key patterns are variability and inconsistency: high marks for facility, food, and certain staff or therapy teams coexist with repeated, serious complaints about nursing care, medication management, safety incidents, and communication. Prospective residents and families should tour the facility, ask specific questions about nursing staffing ratios (especially on nights/weekends), medication administration and pharmacy access, wound-care and turning protocols, incident reporting procedures, and how the facility manages emergencies. If choosing this facility, families should plan to closely monitor care, maintain regular communication with the care team, identify and meet key staff contacts, and be prepared to advocate or escalate concerns to facility leadership, the local long-term care ombudsman, or state nursing boards if serious clinical or safety problems arise.
In summary, Santé of Surprise presents strong environmental and therapeutic offerings and has clear examples of compassionate, skilled caregivers. At the same time, multiple reviews describe worrisome clinical failures, safety issues, and inconsistent communication that have led some families to transfer loved ones out of the facility or file complaints. The decision to use this facility should weigh the reported strengths in dining and therapy against the documented variability of nursing care and the risk factors flagged in numerous reviews. Conducting an in-person visit, verifying current staffing and clinical protocols, and maintaining active family involvement are important steps for anyone considering placement here.
