Overall sentiment across the reviews is highly polarized, with frequent, specific praise for direct-care staff and therapy services coexisting with serious, recurring complaints about care consistency, management response, and facility practices. Many reviewers highlight individual caregivers and departments as exemplary — nurses, CNAs, therapists, wound care, and certain administrators and supervisors receive repeated positive mention. These reviews describe attentive, compassionate staff who communicate with families, motivate residents in therapy, provide a welcoming environment, and contribute to positive experiences such as holiday events or meaningful provider visits.
At the same time, a substantial subset of reviews raise severe concerns about clinical quality and safety. Multiple reports allege negligence, abuse, or patient deterioration after admission, including at least one account of a resident dying after transfer to the facility. There are also reports of unresponsiveness — staff not answering calls for help — and of care plans or promises not being honored (for example, private rooms that were promised but not delivered). These are not isolated minor complaints; they include allegations of systemic problems such as ignored complaints, an unsympathetic or hostile administrative response, and direct accusations of poor treatment by some staff members.
Management and administrative consistency appear to be a core dividing line in the reviews. Several reviewers praise the administrator, assistant administrator, specific supervisors, and named staff (Peggy, Ms. Reyes, Dr. Buddy, Lorraine V., etc.) for excellent communication and leadership. Conversely, others describe a brusque or hostile reception from management, a DON described as rude by some, and complaints being dismissed rather than investigated. This mixture suggests variability in the experience depending on which department, shift, or individual staff members are involved.
Facility condition and operations are likewise mixed in the feedback. Some families report a clean, quiet, and welcoming facility with a pleasant courtyard, while others describe visible maintenance and cleanliness problems (cobwebs, need for deep cleaning, and outdated areas). There are also troubling reports of smoking on the premises in view of residents, which raises concerns about enforcement of facility policies and resident safety. Dining receives limited but notable criticism — at least one reviewer says claims of good food were false — while several other reviewers do not mention meals, making it a lower-frequency but valid concern.
Therapy and rehabilitation services show a strong divide: several reviews call therapy 'amazing' and the best rehab, crediting staff with motivating residents and supporting recovery; other reviews characterize physical therapy as ineffective or even 'a joke.' This discrepancy indicates that therapy quality may be inconsistent across therapists, shifts, or individual resident cases.
Communication and family engagement also vary. Positive reports include quarterly updates and involved staff who keep families informed. Negative reports emphasize poor communication, difficulty obtaining records (including a claim of a $450 charge for medical records), and pandemic-era visitation policies described as total lockdowns by some families. There are also distressing personal reports such as unexplained shaving of a resident's head and restricted visitation during critical periods, which contributed to strong family dissatisfaction.
In summary, Keystone Post Acute appears to have real strengths at the staff and unit level: many direct-care employees, therapists, and some leaders are perceived as compassionate, skilled, and effective. However, the facility also displays notable, repeated weaknesses in consistency of care, management responsiveness, cleanliness/maintenance in some areas, and adherence to promised services. The pattern is one of highly variable experiences — families may encounter excellent, attentive care or, conversely, serious lapses and hostile responses. Prospective families should weigh both the positive individual staff reports and the serious negative allegations, seek detailed, written assurances about care plans and room assignments, ask about incident history and visitation policies, and request to meet key staff members involved in care before placement.
