Overall sentiment for The Heights Post Acute is sharply mixed, with a pronounced polarization between very positive accounts and very serious negative allegations. Many reviewers praise compassionate, attentive caregivers, notable therapists, improvements under new management, and a welcoming environment in parts of the facility. Simultaneously, other reviewers describe alarming neglect, serious hygiene and safety issues, poor medical care, and staffing and management problems. The net picture is one of a facility showing clear strengths in some areas and significant, potentially dangerous problems in others — and these differences appear to vary by time period, unit/wing, and staff on shift.
Care quality and clinical outcomes show the widest disparity. Positive reviewers report staff who go above and beyond, stimulating therapy programs, and successful short-term rehab results: multiple comments cite an excellent physiotherapist, steady recovery progress, and residents regaining function while in the facility. Several family members describe individualized care, dedicated nurses and CNAs, and staff who treat residents like family. Conversely, the negative reviews include numerous, specific allegations of neglect and abuse — clients left soaked in urine or feces for hours, immobile residents not turned and developing bedsores, feeding delays leading to malnutrition and dehydration, delayed medical attention culminating in pneumonia or hospitalization, and even claims of staff roughness and physical harm. These are severe complaints that suggest systemic failures in some shifts or periods.
Staffing, behavior, and communication are recurring themes. On the positive side, reviewers name helpful employees, social workers, and managers who respond, listen, and effect positive change; new management and leadership (several reviewers mention names) are credited with a turnaround, improved morale, updated food offerings, and new events. On the negative side, many reviews report chronic understaffing (notably nights and holidays), rude or disrespectful employees, lazy or absent staff, fired or improperly retained staff, and poor responsiveness to family inquiries. Communication lapses include lost or incomplete records, poor medication communication, and inconsistent updates to families. Several reports also allege management problems (micromanagement, arrogance, failing to retain good staff) and prioritizing payroll or administrative issues over patient care.
Facility condition and maintenance comments are mixed and appear to depend on location and time. Multiple reviewers praise renovations (a remodeled wing for short-term rehab, new entry seating area) and clean grounds/gardens, while others describe urine smells, sticky or stained floors, dirty rooms and linens, and a generally decrepit kitchen or wing. Maintenance responsiveness is also inconsistent — some report timely fixes and improvements, others say maintenance does not return calls and accessibility issues remain unresolved. These contrasts reinforce the pattern that some parts or timeframes of the facility are well-run and attractive, while others suffer neglect.
Dining and activities show improvement in some reviews and persistent problems in others. Food is commonly mentioned — many reviewers criticize meals as subpar or poor, yet there are multiple notes that a new chef and updated food options improved dining. Activity programming and community events (barbecues, holiday events, gardens, social spaces) receive positive mentions and help create a homelike atmosphere for some residents. Conversely, a number of short-term rehab residents report no meaningful social interaction or confinement to rooms with no rehab services in certain cases.
Management and ownership changes are an important pattern. Several reviews explicitly state that care and conditions improved after new management arrived, with staff becoming more responsive and renovations underway. Other reviews reference past problematic ownership or management behavior (firing staff, withholding information). This temporal element suggests variability: families emphasizing positive experiences often point to recent leadership and staffing changes, while many of the most serious negative reports seem tied to earlier staffing and oversight failures or to specific shifts/units that remain problematic.
Safety, legal, and reputational concerns arise from the severity of some allegations. Reports of neglect, bedsores, feeding-tube delays, and physical mistreatment — along with claims of falsified hospitalization information and lost records — are red flags that warrant investigation. At the same time, other reviewers report good Medicare/Medicaid ratings and no COVID cases, as well as positive first-hand experiences of safety and attentive care. Because of the polarized reports and the severity of negative allegations, prospective residents and families should verify current inspection reports, staffing levels, recent ownership or management changes, and obtain direct reassurance about protocols for turning immobile residents, infection control, medication communication, and incident reporting.
In summary, The Heights Post Acute presents a bifurcated reputation: pockets of excellent, compassionate, rehabilitative, and improved care under newer management coexist with documented and serious complaints about neglect, hygiene, staffing shortages, and poor medical oversight in other instances. The frequency and specificity of both positive and negative accounts mean that individual experiences can vary dramatically. Anyone considering this facility should conduct an up-to-date, in-person evaluation focused on the specific unit, talk to families of current residents, review recent inspection and quality reports, ask about staffing ratios for all shifts and weekends/holidays, inspect cleanliness and dining, and verify how management handles incidents, documentation, and follow-up care.
