Overall sentiment in the reviews for Terrace of Hialeah is strongly mixed: many families and residents offer high praise for the staff and personal care, while a significant minority report serious clinical and operational concerns. A large number of comments describe compassionate, attentive CNAs and nurses who provide daily personal care, timely responses, and a family‑like atmosphere. Multiple reviewers singled out specific caregivers and supervisors by name (for example Javier, Renier, Abel, Enrique, Yaima, Niurka and Ray Williams) as exemplary. Positive reports frequently mention a clean facility, welcoming reception, strong social work support, rehabilitation/therapy services, engaging activities (bingo, dominoes, dominoes, live entertainment), and successful short‑term recovery outcomes. Many families say residents are treated with dignity, that staff are proactive and kind, and that the environment can feel warm and homey. Several reviewers explicitly recommended the facility and credited staff professionalism and compassion for good outcomes.
Counterbalancing the praise are repeated and sometimes severe complaints. A common and recurring concern is overcrowding: multiple reviewers describe multi‑bed rooms containing three to five residents and express discomfort with the lack of space and privacy. There are multiple, specific allegations of neglect or inadequate attention—examples include residents left in wheelchairs or recliners for long periods, inadequate attention to catheter pain, dehydration, missed medications, and instances where only sedative sleeping pills were given without physician contact. Several families reported hospital transports, infections (including UTIs) and a COVID outbreak, and in some cases alleged that poor care contributed to hospitalization or worse. Noise control is another recurrent issue: loud televisions audible across rooms and staff not enforcing policies were noted.
Facility and operational problems appear in numerous reviews. While many reviewers found the facility clean and odor‑free, several others reported strong urine/feces odors particularly on the second floor and cited maintenance problems such as weak A/C, dated building areas, a roof in disrepair, and hard‑to‑access locked restrooms. The interior is described as maze‑like with poor signage and limited outdoor access or views. Parking and driveway access difficulties were called out consistently. Food and dining receive mixed feedback—some residents enjoy meals, while others describe cold, plain food and poor presentation. Theft or loss of personal belongings was reported by multiple families, which compounds trust concerns.
Staffing, professionalism and communication show wide variability across reviews. Many reviews praise particular staff and supervisory leadership, report timely, respectful interactions, and say administrators and social workers are available and helpful. Conversely, other reviews accuse staff and management of rudeness, unprofessional conduct, unethical behavior, and failing to value employees and residents. Language barriers are notable: several reviewers warn English‑speaking potential residents that the environment is Spanish‑dominant (Spanish TV in common areas, limited English‑speaking staff), which can impede communication and care for non‑Spanish speakers. Visitation policies and family communication also drew criticism—some families reported restricted visits, short time limits, abrupt or rude responses from front‑desk staff, and poor communication during critical events (including inability to visit before a death and wrong contact numbers being used).
Clinical safety and quality themes require particular attention: reports of missed medications, inadequate clinical oversight (claims that no doctor was contacted), early hair‑washing practices that left hair wet (family concerned about pneumonia risk), PPE handling concerns, falls with injuries, and lack of timely supervision were all included in the negative accounts. These are contrasted by many other reviewers who felt clinical care and monitoring were strong. The divergence suggests variability in care by unit, shift, or personnel rather than a uniformly good or poor standard.
Patterns and recommendations that emerge from the reviews: prospective families should tour the facility in person, ask explicitly about rooming configurations (multi‑bed room policies), staff‑to‑resident ratios on each unit and shift, infection prevention protocols, medication administration and physician contact procedures, visitation policies, language capabilities, and how personal belongings are tracked. Given the mix of high praise for specific staff and serious negative anecdotes, families should ask to meet nursing supervisors, therapy staff and the social worker, and inquire about how the facility addresses complaints and enforces policies (noise, TV volumes, supervision). For the facility and regulators, recurring themes warrant review: occupancy and rooming practices, staffing levels and training (including de‑escalation and professionalism), communication practices with families, infection control history, and maintenance/odor control on certain units.
In summary, Terrace of Hialeah appears to provide excellent, compassionate care for many residents, led by several highly regarded staff and supervisors, with solid rehabilitation services and a robust activities program that many families appreciate. However, the reviews also contain a notable cluster of serious concerns—overcrowded rooms, inconsistent supervision, occasional neglectful incidents, infection and medication management problems, maintenance and odor issues, and variable professionalism. The facility may offer very good care in many instances but also shows patterns that suggest uneven quality across shifts or units. Families should weigh the positive testimonials about staff compassion and successful recoveries against the specific negative reports and perform targeted inquiries during any tour or intake process.
