Overall sentiment across the reviews is mixed but leans positive in many dimensions: numerous families praise the staff, cleanliness, therapy outcomes, and the facility’s physical environment. Repeatedly, reviewers commend the compassionate, patient, and dedicated caregivers; several individual employees are named and praised for going above and beyond. Physical therapy and rehabilitation are frequently highlighted as strengths — reviewers credit therapists (including named therapists) with measurable progress, improved strength and balance, and successful discharges home. Many reviews describe a home-like, welcoming atmosphere, spacious clean rooms, wide hallways, and an attractive, well-maintained facility. Leadership and long-tenured staff receive positive mentions, and the facility is noted to have a good reputation among hospitals and case managers who refer patients there.
Staffing and direct care receive the most consistent praise overall: words used include caring, kind, professional, helpful, and attentive. Housekeeping, maintenance, and kitchen staff are also often described favorably, and many families emphasize good family communication, quarterly care plan meetings, and monitoring of weight and eating. The visible professionalism of front desk staff and systems such as a sign-in kiosk are appreciated. Multiple reviewers explicitly recommend the facility for rehabilitation and short-term recovery, citing clean facilities, effective therapy, and trustworthy nursing care.
However, alongside the positive reports there are numerous and serious concerns that create a pattern of uneven care. The most recurrent negative themes are inconsistent staffing and variable professionalism: reviewers contrast excellent day-shift caregivers and therapists with poor night and weekend coverage. Short-staffing is reported to contribute to long waits for help, unanswered call lights, and caregivers not being seen all day. Medication delays, delayed nursing responses, and incomplete or poorly handled discharge paperwork appear multiple times and have caused distress and safety concerns for families.
Safety and infection-control issues are a notable cluster of complaints. Some reviewers allege unhygienic practices (same mop used in multiple areas, staff touching food without gloves), cold or poor-quality food, and diabetic-inappropriate meals. More alarming are reports of untreated or ignored medical problems (a UTI that required later antibiotics, shortness of breath related to fluid around lungs), injuries during transfers, unexplained wounds, a needle injury, and an incident involving a drain left open leading to blood on the floor. These reports indicate that while many patients receive excellent clinical attention, a subset experienced lapses significant enough to cause pain, infection, or further medical complications.
Communication and care coordination problems are another consistent thread. Several reviews cite poor discharge planning (including a discharge during hospitalization), blocked access to charts, and administrative issues that interfered with family engagement and transition planning. Conversely, many families specifically praise clear communication and family meetings, indicating the problem is inconsistent rather than universal. This inconsistency extends to the interpersonal tone of staff: many reviews describe friendly, warm, and respectful staff, while others report unprofessional, rude, or even bullying behavior by certain employees.
Facility and amenities are generally praised — cleanliness, décor, spaciousness, and safety during visits are common positives. Still, reviewers request improvements: better outdoor space or garden, a more inviting family dining area, repairs to the parking lot, and the implementation of more robust weekend services. Cost and insurance acceptance came up occasionally as a drawback for some families.
In summary, Surrey Place Healthcare & Rehabilitation receives high marks for rehabilitation programming, many individual caregivers, cleanliness, and an overall pleasant physical environment. The dominant positive narrative is of compassionate staff and effective therapy that helps residents recover and return home. The dominant negative narrative centers on inconsistency: variability across shifts, short-staffing, delays in medication and response, lapses in infection control and hygiene in some instances, and problematic discharge coordination. These issues are serious when they occur and contrast sharply with the otherwise strong reports of quality care. Prospective residents and families should weigh the facility’s strong therapy and many positive staff experiences against the documented risks of inconsistent care and consider asking specific questions about night/weekend staffing ratios, infection-control policies, diabetic meal plans, medication administration protocols, and discharge procedures before admission.
