These reviews present a mixed but thematically consistent portrait of Highland Health & Rehabilitation: a facility that offers generally strong rehabilitation services and some compassionate, skilled staff, but also exhibits serious and recurring problems in basic nursing care, communication, and safety/management transparency. The dominant positive thread is rehabilitation — multiple reviewers emphasize effective physical therapy, knowledgeable PT staff, detailed rehab notes, and measurable improvements. Several families and residents praised rehab staff as amazing, proud to work there, and able to get good outcomes. In parallel, many reviewers state the building is clean, newly remodeled in places, free of foul odors, and well-decorated, with some praising nutritious meals, active social programs, and an attentive social worker. These positives suggest the facility has strengths in therapy programming, certain administrative functions, and some areas of housekeeping and hospitality.
Counterbalancing the positives are multiple and specific complaints about basic nursing care and safety. A frequent and concerning theme is neglect of personal hygiene: reviewers report faces not washed (including people with scaly patches), poor oral care with mouths and gums left unclean, and dentures returned caked in blue toothpaste or otherwise not cleaned — leaving residents to attend meals without their dentures. Families also reported that scheduled bathing or showers were delayed or refused, and that staff required repeated reminders to put on compression stockings. There are specific allegations of residents being overmedicated or "drugged," wrong medications or dosages being administered, and prescriptions being handled atypically (e.g., nurses managing prescriptions, pain medication described as non-narcotic on discharge). These issues are compounded by reports that residents were left in wheelchairs for too long, leading to permanent damage in at least one case, and that inadequate bathroom assistance contributed to urinary tract infections and readmissions for some residents.
Care coordination and clinical oversight are another area of repeated concern. Several reviews state that doctors are too busy or infrequently available, that some local doctors would not recommend the facility, and that outside therapy providers have been frustrated with the communication and responsiveness of nursing staff and doctors. There are documented administrative errors — for example, discharge paperwork that misrepresented a resident's oxygen status — and instances where charge nurses were described as dismissive, even while other charge nurses and individuals (e.g., "Angie") received praise. These mixed reports point to significant variability by shift, individual staff member, or department rather than uniform institutional performance.
Dining and housekeeping reviews are mixed: some reviewers praise good, balanced meals and wide food options, while others call the food awful and report that the kitchen does not consistently accommodate special diets, forcing families to supplement meals. Housekeeping is described as generally thorough (spotless in some areas) but with lapses such as not dusting or lifting mattresses and an alarming separate set of reports describing a bed bug infestation. The bed bug accounts are particularly serious: multiple reviewers claimed discovery of infestation, spraying and extermination actions taken while the facility was in operation, and a lack of openness with residents and families. These accounts include accusations that management tried to downplay or conceal the issue, which raises significant safety and transparency concerns despite other comments that the facility "smelled great" and was clean.
Staffing, culture, and communication recur as cross-cutting themes. Numerous reviewers characterize the facility as understaffed and the staff as overwhelmed and low-paid; yet many also say staff "try their best" and single out compassionate, friendly, and attentive nurses and CNAs. Several families reported hostility or dismissiveness from certain staff when voicing concerns, poor responsiveness to pages, or bureaucratic issues such as being unable to be removed from call lists. Conversely, some accounts highlight supportive administration and management that solves problems and communicates well. This pattern indicates significant variability in care quality and responsiveness depending on personnel and circumstances.
In summary, the reviews indicate Highland Health & Rehabilitation has tangible strengths in rehabilitation, some areas of cleanliness and hospitality, and pockets of very compassionate staff and effective administration. However, there are multiple, repeated, and specific concerns about basic nursing care (hygiene, bathing, oral care, compression stockings), medication and clinical oversight (overmedication/wrong meds, poor doctor access), safety and transparency (bed bug reports, pest remediation practices), and inconsistency in staff behavior and responsiveness. Families considering this facility should weigh the strong rehabilitation capabilities and several positive accounts against documented incidents of neglect, safety and documentation errors, and inconsistent nursing care. If choosing this facility, prospective residents and families should ask detailed questions about nursing staffing levels, hygiene protocols, infection/pest remediation policies, medication/error reporting procedures, and how the facility ensures continuity and accountability across shifts and departments.
