Overall sentiment across these reviews is highly mixed and polarized, with strong, repeated praise for clinical and rehabilitative care in many cases, but equally strong and alarming complaints about facility condition, basic hygiene, medication management, billing practices, and inconsistent staff responsiveness in others. Multiple reviewers explicitly praise medically skilled staff, particularly for wound care and diabetes management, and name individuals (Jen, Dr. Harewood, Daniel, Prayer, Corinthia, nurse John, Georgia the NP, Tiffany the social worker) who provided outstanding, compassionate, and technically competent care. Rehabilitation services are noted as robust (3–5 days per week, including weekends), meaningful activities are available (bingo, choir, non-denominational services), and several families describe a warm welcome, long-tenured staff, and unit heads who run smooth operations. Some reviewers emphasize recent renovations and report clean rooms, good food, and staff who go above and beyond — several explicitly state they would recommend the facility or have placed other family members there.
Contrasting sharply with those positive reports are numerous and specific complaints about the physical plant and basic caregiving. Several reviews describe the facility as old, dingy, or underfunded, with severe cleanliness issues: filthy bathrooms, stained bed linens, holes in floors, and kitchen/bathroom sanitation problems. Overcrowding is mentioned (rooms with four to five people sharing facilities), and some reviewers say basic needs were not met — residents left in wet or soiled clothing, incontinent residents unattended for hours, and hygiene tasks such as teeth brushing, podiatry visits, and haircuts being neglected or severely delayed. These are not isolated minor gripes but include reports of residents being found in feces for extended periods and other accounts of neglect that some reviewers equate with substandard care or abuse.
Medication management, billing, and communication are recurring problem areas in many reviews. Several accounts indicate missed or late medication administrations, nurses forgetting to give meds, and at least one report tying overmedication to a subsequent hospitalization and physical injury. Billing and administrative issues are prominent: reviews describe deceptive billing practices, mismatches between authorizations and benefits, misbilling, and rude or unhelpful billing staff. Communication problems compound family distress — staff not returning calls, poor or no updates, and friction with administrators (one reviewer criticized the administrator Debbie by name). These administrative and medication concerns reinforce the perception of inconsistent oversight and raise significant safety and trust issues for prospective families.
Dining and daily living services also show a split pattern but trend toward several shortcomings. While some reviewers say the food is fine or very good and appreciate meal service, multiple others describe meals as cold, bland, overly starchy, very small portions, and not appropriate for diabetic residents (lack of greens/vegetables). Activity programming receives praise in many reviews for providing engagement and social opportunities, but dining quality and food management appear to be weaker points.
A clear pattern in the reviews is extreme variability across units, shifts, or time periods: certain staff members and specific units receive effusive praise for compassion, clinical skill, and clean, attentive care, while other reviewers report neglect, poor hygiene, and administrative dysfunction. Several reviewers urge others not to send family members to the facility, and at least one former staff reviewer reported calling state regulators and described the workplace as terrible. At the same time, multiple families reported highly positive experiences and strong endorsement. This inconsistent service level suggests that prospective residents and families should seek unit-specific information, ask about staffing levels and turnover, observe cleanliness on a tour, and clarify billing/authorization procedures before admission.
In summary, ExcelCare at Wilmington appears to deliver excellent clinical care and compassionate rehabilitation and programming in many instances, anchored by notable individual staff who are repeatedly named and praised. However, there are also serious, repeated red flags related to facility condition, hygiene, medication errors, neglect, billing deception, and poor communication. The reviews indicate a split experience: some parts of the facility operate at a high standard, while others fall well below acceptable levels. Families considering this facility should weigh the positive reports of skilled medical care and activities against documented safety and administration concerns, ask targeted questions about the specific unit and staff who would provide care, verify billing and insurance authorization processes, and perform an in-person tour that includes inspection of resident rooms, bathrooms, dining areas, and medication administration procedures.
