Overall sentiment across reviews for Santa Rosa Post-Acute is highly mixed and polarized. Many families and patients report excellent, even outstanding, short-term rehabilitation experiences driven primarily by strong therapy teams (physical therapy, occupational therapy, speech therapy) and several highly praised individual staff members. These positive reports emphasize successful mobility and speech recoveries, compassionate bedside nursing, helpful social services and discharge planning, responsive admissions staff, and an active activities program that keeps residents engaged. Multiple reviews name specific employees (Toni Barner, Shahil, Admissions Director Que, Ricci, and a few medical staff such as Dr. Pachetti) as notable advocates and sources of consistent, high-quality communication and care.
However, an almost equal volume of reviews describe serious and recurring operational problems. The most common themes from negative reports are understaffing and inconsistent staff quality: many reviewers say daytime staffing can be professional and attentive while nights and some shifts are under-resourced, inattentive or lacking compassion. Persistent operational failings include long delays responding to call buttons, ignored call lights, unreturned phone calls, and front-desk/reception issues. Several accounts describe chaotic or inaccessible office phone lines, unanswered calls, and staff who play music instead of letting phones ring, which has led to missed communications and emergency delays.
Safety, cleanliness, and theft concerns are repeatedly raised and are among the most alarming patterns. Multiple reviewers report urine odors in hallways and rooms, blood on floors, filthy conditions (including soiled toilet risers and dirty diapers), and overall lapses in hygiene. There are multiple allegations of missing or stolen belongings — including phones, medications (painkillers), clothing, hearing aids and glasses — and instances where laundry and personal items were misplaced during transfers. Several reviews describe medication errors (late or mixed diabetes medications), inadequate pain management, and instances where clinical deterioration (dehydration, infections, pneumonia, sepsis) led to emergency room transfers. There are also accounts alleging inappropriate caregiver behavior (a named CNA), staff intoxication/partying, staff blocking exits, and unsafe COVID-19 exposure protocols that left residents and families fearing for safety.
Dining and housekeeping are described inconsistently: some reviewers praise tasty on-site meals and adequate food, while others describe poor kitchen management with cold meals, a watery or carbohydrate-heavy menu, lack of protein, failure to follow diabetic diets, and only occasional hot meals over long stays. Laundry and room transfers are repeatedly cited as problematic. Facility appearance and amenities receive mixed reviews — the building itself is often described as attractive or well-kept, but room conditions and cleanliness do not always match that impression.
Management and leadership perceptions vary sharply. Some reviewers credit social services and specific leaders for excellent advocacy, clear communication, and smooth discharges; others criticize the nursing leadership, admissions practices, and office staff for poor responsiveness, misleading marketing or photos, and lack of accountability. Several reviews mention new ownership or an operating model change; for some this is framed positively, while others felt admissions were deceptive or that expectations set during intake were not met. Concerns about limited physician availability (no on-site doctor and infrequent doctor visits) and inconsistent oversight of clinical care recur.
Activities and social engagement are generally seen as a strength when staffing permits: reviewers cite active calendars, entertainers, outings, bingo, and engaging programs that improve patient morale. Yet some note that program quality can decline with repetition and that high census or understaffing reduces staff ability to consistently run activities.
In sum, Santa Rosa Post-Acute appears to deliver high-quality, effective short-term rehabilitation for many patients when therapy teams and certain staff members are engaged and when staffing levels are adequate. At the same time, there are serious and recurring operational, safety, and communication problems reported by many families that have resulted in neglectful experiences, missing items, infection control failures, and emergency transfers. The dominant recommendation from the pattern of reviews is that experiences vary widely by shift, by which staff members are on duty, and by unit — meaning prospective residents and families should conduct careful, recent, and specific inquiries (staffing ratios, medication protocols, infection control practices, theft prevention, physician availability, and recent inspection/incident records) before admission. The facility shows both strong capabilities (notably in therapy and some exemplary staff) and systemic vulnerabilities (staffing inconsistency, communication breakdowns, cleanliness and safety lapses) that should be weighed carefully depending on the patient’s needs and risk profile.
