Overall sentiment in the reviews for Country Hills Post Acute is highly polarized: many families and former residents report excellent, compassionate care—particularly from therapy teams and certain nursing staff—while an equally large set of reviews describe serious problems with cleanliness, staffing, management, and patient safety. Positive comments repeatedly highlight attentive nurses and therapists, successful rehabilitative outcomes, a welcoming physical environment in renovated areas, and admissions and activity staff who include families and create a homelike atmosphere. Several reviewers specifically credit therapy programs with restoring independence and praise admissions personnel by name for easing transitions from hospital to facility.
Care quality and staff performance are central themes with stark variation. On the positive side, multiple reviews describe nursing and therapy teams as compassionate, professional, and effective; families mention daily check-ins, individualized therapy plans, and staff who "go above and beyond." Admissions and some social services employees receive frequent praise for being helpful and communicative, and activity staff are noted for engaging programming and family events (BBQs, food trucks, raffles). However, an equally strong theme is inconsistency in care—many reports of missed medications, delayed medical attention (including untreated UTIs and resulting hospitalizations), slow or absent responses to call lights, and episodes where patients were left ignored or appeared neglected. Several reviewers explicitly state they removed loved ones because of perceived declining care.
Facility condition and infection control produce some of the most serious and specific concerns. While multiple reviewers describe parts of the facility as newly renovated, clean, and hotel-like with windowed rooms, numerous other accounts allege filthy, run-down conditions: urine odor, flies, roaches, bed bugs, and overcrowded rooms (including reports of three-person quarantine rooms). Reviewers raised alarming infection control issues in the dementia/basement unit—crowding, many COVID-positive residents, lack of proper negative-pressure rooms or adequate PPE, and minimal staff gowning—which led some families to call for regulatory inspection. These conflicting descriptions suggest uneven maintenance and cleaning standards across units and shifts.
Dining and amenities are also inconsistent. Several reviewers praise the food as "very good" or "delicious," and some single out kitchen staff for being accommodating. Conversely, others describe inedible meals, food allergy accommodations not being respected, and a decline in meal quality when the kitchen manager is not present. Additional amenity complaints include broken equipment (e.g., DVD player), unpacked personal belongings left in boxes, noisy roommates, and limited hair or grooming appointment availability during quarantine periods.
Management, communication, and operational issues recur across reviews. Many families reported difficulty reaching social services, front desk, or nursing leadership; long hold times and unreturned calls were common. Some reviewers describe unhelpful or rude front desk staff, a nursing care director perceived as unprofessional, and language barriers creating miscommunication. Serious allegations include HIPAA/privacy breaches, accusations of theft or unauthorized room access, and claims that discharges occurred without clear plans or continuity of care. Parking disputes and towing signage affecting visitors were also mentioned, creating friction with local patients (Kaiser-related parking complaints). These operational failures often compound clinical concerns and erode family trust.
Notable patterns include strong praise for individual staff and teams alongside systemic issues attributed to understaffing and leadership failures. Several reviewers name and endorse specific staff (e.g., admissions staff Katrina, administrator Spencer, kitchen manager Damian) and describe excellent outcomes when staffing is adequate. Conversely, reports of staff appearing frustrated, unmotivated, or reactive suggest morale and retention problems that likely drive variability in resident experience. The frequency and severity of cleanliness and safety allegations—bed bugs, roaches, possible overmedication, privacy breaches, and untreated medical needs—are particularly concerning and go beyond typical subjective dissatisfaction; multiple reviewers urged regulatory review or formal complaints.
Recommendation for prospective families and oversight: because experiences at Country Hills Post Acute are so mixed, an in-person tour and specific, targeted questions are essential. Ask to see the exact unit where your relative would be housed, inquire about nurse-to-resident ratios and shift coverages, request recent inspection/deficiency reports, and verify infection control and PPE protocols (especially for memory/dementia units). Confirm how transitions and discharges are handled, how medications and urgent medical needs are escalated, and who the point contacts are in social services and admissions. If possible, speak to current families and observe meal service, cleanliness in resident rooms and shared bathrooms, and call-response times. The reviews show the facility can provide outstanding, rehabilitative, and compassionate care in many cases—but significant operational, cleanliness, and safety concerns have been reported often enough to warrant caution, close scrutiny, and, for some families, immediate alternative placement.
