Overall sentiment across the reviews is mixed-to-positive with clear strengths in clinical care and cleanliness but significant concerns around management, communication, and isolated serious incidents. The most consistently praised aspects are the direct caregiving teams: multiple reviewers specifically highlight attentive nurses and an APRN, describing staff as caring, competent, efficient, and kind. Families and patients commonly note that the clinical care meets expectations and that many residents are happy with their care. There are also repeated mentions of staff being friendly, respectful, and helpful, and of staff bilingualism (Spanish and Polish) which supports culturally and linguistically appropriate care for a diverse population.
Cleanliness is a standout positive: the facility is repeatedly described as very clean and housekeeping is praised (including specific calls-out for the cleaning crew). Operational supports such as weekend physical therapy and discharge-day assistance are mentioned positively; weekend PT availability is a concrete service advantage. Dining receives generally favorable comments — one reviewer called the food "pretty good" and not bland — indicating the nutrition/dining program is acceptable to many residents. Strong referrals and recommendations from coworkers appear in the comments, suggesting a favorable reputation within some professional circles.
However, these strengths are tempered by recurring concerns. Several reviewers note that the building is older and not particularly attractive; while cleanliness and maintenance are good, the facility’s aesthetics and age are a drawback for some family members. More seriously, there are multiple reports of poor staff conduct in at least a few cases: reviewers describe rude behavior, a rude receptionist, and in one report staff cursing at a patient, which caused notable distress. Management and communication are singled out as problematic in some reviews — one reviewer named the director (Michelle Reardon) and described her response as unprofessional and inconsiderate, and others explicitly criticize unacceptable or inconsistent communication. These reports indicate that while many frontline staff perform well, administrative responsiveness and consistency in staff behavior are uneven.
There are also isolated but important clinical concerns: one summary mentions "new medical problems arising," implying that at least one reviewer perceived new issues developing during a stay. A few reviewers report very negative overall experiences — including statements of not recommending the facility and extremely negative assessments — which suggests that outcomes and satisfaction can vary substantially between individual stays. The pattern is one of generally good day-to-day care and excellent cleanliness, punctuated by occasional serious lapses in conduct and communication that leave lasting negative impressions.
In summary, Cassena Care at New Britain appears to deliver strong clinical caregiving, reliable housekeeping, helpful therapy services (including weekend PT), and culturally responsive staffing in many cases. Families and patients frequently express satisfaction and report positive interactions with nurses and aides. Prospective residents and families should be aware of the facility’s older physical plant and should pay attention to management responsiveness and staff conduct histories — ask specific questions about handling complaints, staff training on patient interaction, and incident reporting. Those considering the facility would do well to speak directly with current families, confirm whether bilingual staff will meet their needs, and clarify how administration addresses concerns, since experiences can range from excellent to severely negative depending on the individuals involved and how management handles issues.
