Overall sentiment in these reviews is highly mixed, with strong polarization between reviewers who experienced excellent, attentive rehabilitation and nursing care, and those who reported severe neglect, safety lapses, and unprofessional behavior. A substantial number of reviewers praised the clinical teams—nurses, CNAs, therapists, case managers and specific clinicians—citing compassionate care, effective physical therapy, meaningful rehabilitation progress, clean common areas, and helpful administrative staff. Several accounts highlight standout individuals (e.g., case manager Kim, Dr. Patel, PA Richard, activities director Lisa) and an effective rehab gym, timely maintenance, and good meals that contributed to residents’ recovery and satisfaction.
Contrasting sharply with the positive reports are numerous and serious complaints describing systemic problems. Recurrent themes include short staffing and long delays in response to call lights (reports of 20–30 minutes or more), neglectful practices such as leaving soiled diapers unattended, not changing gloves between patients, and inadequate monitoring that allegedly led to pressure injuries, open wounds, and infections (including a severe UTI). Multiple reviewers describe instances where critical symptoms were ignored (delirium, seizures, roommate deterioration and death), and at least one reviewer stated staff failed to call 911 during seizures. These reports raise significant concerns about safety, basic hygiene practices, and clinical oversight for some residents.
Facility conditions and environment are described inconsistently: many reviewers say the location is clean, well-maintained and pleasant, while others report pest sightings (ants and a cockroach), broken air conditioning, foul smells (dirty diapers), cluttered rooms with previous occupants’ belongings, and small, outdated rooms. COVID-era quarantine logistics and room transfers were also problematic for some families (cluttered, unpleasant temporary rooms). The food and basic ambience were acceptable to many reviewers, with some noting weight gain and adequate nutrition, but a few described underfed residents and poor-quality meals.
Staff behavior and professionalism vary widely across reviews. Numerous comments praise kind, friendly, professional staff who go out of their way to help residents, while other accounts accuse staff of yelling at residents, using foul language, body-shaming, and showing favoritism. There are repeated allegations of theft or missing belongings (wallets, social security cards, dentures), sometimes involving items being found in staff areas, which creates distrust. Some families report restricted access to medical records and difficulty getting information, with mentions that only certain employees (e.g., Patricia Sandoval) could provide records — these are described as problematic and, in some reviews, part of alleged improper practices.
Communication and care coordination show a split pattern: some reviewers appreciated clear, proactive communication, daily manager check-ins, and organized admissions; others experienced poor or conflicting communication about important matters such as dialysis transport, hospitalization status, and discharge notices. Several families felt they had to micromanage or constantly follow up to ensure basic tasks were completed (turning, dressing, wound care), and reported delayed or missing services (cleaning, dressing assistance, laundry, medication coordination). Intake delays and documentation discrepancies (paperwork misrepresenting abilities) were also cited and in some cases appear to have contributed to inadequate care.
Operational and safety concerns go beyond bedside care. Reviewers repeatedly point to staffing shortages and restructuring that may be affecting consistency of care, slow response times for housekeeping and assistance, and alleged lapses in emergency response. A few reviewers mention Ombudsman involvement or health department attention, indicating that some complaints escalated beyond family discussions. There are also serious but variably substantiated allegations concerning theft, restricted records access, and even financial/legal irregularities; these should be treated as allegations reported by reviewers rather than confirmed facts without further evidence.
Recommendations for families considering Alta Vista based on these reviews: visit in person, observe shifts (including nights/weekends), ask about staffing ratios and response times, verify hygiene and infection-control practices, confirm policies on personal belongings and record access, and request the names of primary clinicians and case managers. If placing a loved one there, expect variability and consider establishing an active family advocate to monitor turning schedules, wound care, medication administration, and cleanliness; document incidents, keep valuables secured offsite, and involve the facility social worker or Ombudsman promptly for serious concerns. While many families experienced excellent rehab outcomes and compassionate care, the frequency and severity of negative reports about neglect, communication breakdowns, and alleged misconduct mean prospective residents and families should exercise caution and do thorough due diligence.
