Overall sentiment in these reviews is mixed but leans strongly positive in aggregate, with frequent praise for the clinical quality of care and many specific compliments about staff dedication and communication. Multiple reviewers describe Encore Healthcare & Rehabilitation as delivering high-quality, attentive care, characterizing staff as courteous, professional, hardworking, and family-like. Several accounts call out top-to-bottom excellence and explicitly recommend the facility, noting residents appear happy and well cared for. Concrete strengths repeatedly mentioned include proactive updates to families, open lines of communication (including the use of Zoom calls to connect loved ones), visible safety measures, and thoughtful event programming and dining (Thanksgiving festivities and "fantastic" meals were singled out). These points suggest a facility that prioritizes family engagement, resident comfort, and clinical standards.
The staff-related praise is consistent: reviewers emphasize a team approach, attentiveness, and a sense that caregivers are genuinely invested in residents. Statements such as "dedicated and caring staff," "made us feel like family," and expressions of gratitude indicate that many families experienced compassion, responsiveness, and clear communication. The presence of proactive updates and Zoom calls is a notable operational strength, demonstrating the facility’s efforts to keep families informed and involved. Meals and activities are also positives tied to resident quality of life; comments about joy, love, passion, and holiday celebrations point to meaningful social programming and attention to communal experiences.
However, notable negative themes appear in a subset of reviews and are significant because they relate to respect, basic operations, and safety/communication around incidents. Several reviewers reported severe concerns: lack of compassion or empathy, perceived disrespect toward clients and families, and strong statements such as "would never send a family member" or calls for the facility to shut down. Operational issues were also raised—lost clothing and missing socks, residents allegedly left in hospital gowns, and promises to deliver personal items not being fulfilled. These are practical lapses that affect dignity and the day-to-day experience of residents and families.
Most concerning are the complaints related to incident reporting and staff professionalism: one review describes staff sighing and whispering, not being notified about a fall, a lack of documentation, and a patient subsequently dying. Whether isolated or systemic, these allegations touch on critical areas—transparency, documentation, timely family notification, and professional conduct—and contrast sharply with the otherwise positive reports of openness and proactive updates. The presence of both strong praise for communication and reports of poor communication suggests variability in performance across staff, shifts, or cases.
Taken together, the dominant pattern is that many families experience compassionate, high-quality care with strong communication and a family-like culture, while a smaller number of reviews describe serious lapses in empathy, respect, basic operations (laundry/personal items), and incident management. These mixed signals point to an overall facility that often performs well but may have inconsistencies or isolated failures that are emotionally impactful for families.
For someone evaluating Encore, the evidence supports confidence in clinical care quality, staff dedication, family engagement practices (including Zoom calls and proactive updates), and social/dining programming. At the same time, the criticisms warrant careful inquiry: ask the facility about their laundry and personal belongings procedures, how they ensure consistent staff training in compassionate care and professional conduct, and their protocols for fall reporting, documentation, and family notification. The reviews indicate strong positives but also highlight specific, actionable areas where families should seek clarity before making placement decisions.
