Overall sentiment: Reviews for Touchpoints at Chestnut are sharply mixed, with repeated praise for therapy and some individual staff members contrasted against serious allegations of neglect, sanitation lapses, and inconsistent clinical care. The dominant positive theme is the strength of the rehabilitation program (PT/OT) and the compassion shown by many nurses, therapists, aides, and specific staff members. The dominant negatives are variability in staff performance, short-staffing (especially on weekends), medication and medical follow-up problems, cleanliness and infection-control concerns, and accessibility/communication failures.
Care quality and clinical safety: Multiple reviewers consistently highlight excellent physical and occupational therapy — therapists are frequently described as exceptional and responsible for strong rehab outcomes. Several nurses and CNAs are singled out by name for compassionate, competent care, and some families reported high-quality end-of-life support. However, there is an equally strong pattern of clinical and safety concerns: delayed or missing medication doses, delays in diagnosing and treating infections (notably UTIs), underfeeding or dehydration instances, bed-wetting left unaddressed, and alleged abandonment of patients for hours. These problems are sometimes linked to low CNA morale and staff shortages. Some reviewers explicitly said family members got worse while at the facility, which indicates the potential for serious quality-of-care lapses.
Staffing, professionalism and variability: A prominent theme is wide variability in staff competency and attitude. Many reviews praise individual staff and departments (therapy, certain CNAs, nurses, maintenance), while others report rude, unprofessional, or even abusive behavior and racial discrimination. Weekend staffing appears to be a recurring issue: reviewers said weekday care is generally better than weekends when the facility is short-handed and services are limited. Management receives mixed feedback — some praise for hard work and promises to improve, and optimism about change, while other reviews call out systemic problems and say management has not addressed issues. Several reviewers recommended families be present, ask questions, and closely monitor care because of the inconsistency.
Facility, cleanliness and infection control: Reviews conflict sharply on the physical environment. Some describe clean, cozy rooms and a beautiful dining room and facility, while others report filthy rooms (dust, blood, urine and feces in bathrooms), rodent sightings, and a generally dilapidated, hot, smelly atmosphere that is not conducive to healing. There are multiple mentions of inadequate infection control and concerns that PPE/COVID precautions impeded care or were inconsistently applied. These sanitation and infection-control complaints are among the most serious issues raised by families and should be prioritized for remediation.
Communication, access and amenities: Several reviewers praised the social programs, dining room, and opportunities for residents to make friends, and some residents reportedly enjoyed the food and activities. Conversely, food quality was criticized in many reviews as bland, cold, or poor. Operational problems that affect families include phone/switchboard issues (no in-room phones, calls unanswered or routed incorrectly) and difficulties getting reliable information. Some reviews also mention misleading marketing photos that do not match the reality of rooms for certain residents.
Patterns and notable specifics: A clear pattern emerges of excellent rehabilitation outcomes and standout staff matched with episodic but significant failures in basic caregiving and facility upkeep. Positive reviews frequently name specific employees (e.g., Moe, Danakay, Sherry, Raffael) and describe warm, family-like interactions. Negative reviews describe unacceptable lapses: missed meds, long call responses, dirty rooms, rodent presence, theft allegations, HIPAA/privacy breaches, and delayed or absent medical treatment. Weekend coverage and CNA morale recur as root causes in many negative accounts. Several reviewers urge families to be vigilant, to ask detailed questions, and to be physically present when possible.
Conclusion and takeaways: Touchpoints at Chestnut appears to provide strong rehabilitation services and has multiple compassionate, high-performing staff members, but the overall experience is highly inconsistent. Serious operational problems—short-staffing (weekends), inconsistent CNAs, medication and medical follow-up errors, sanitation and infection-control lapses, and communication failures—were reported frequently enough to be concerning. Prospective residents and families should weigh the facility’s demonstrated strengths in therapy and individual staff compassion against the reported risks. Practical steps for families: ask about weekend staffing and therapy schedules, verify infection-control and medication administration procedures, request to meet key staff, confirm phone and communication access, and plan for frequent oversight during the stay if possible. Management attention to staffing consistency, cleanliness, and reliable clinical processes would be necessary to bring the negative reports into alignment with the many positive experiences cited.
