The reviews for Gateway Post-Acute Care Center present a highly polarized and inconsistent picture, with clusters of very positive reports alongside numerous serious and recurring complaints. Many families and former patients praise particular staff members and programs: several individual caregivers and nurses (including named staff such as Heather and Amy) are described as attentive, compassionate, and reliable. The facility's short-term rehabilitation and therapy services receive repeated commendation for professionalism and outcomes. Dining, dietary leadership, and activity programming (including a therapy dog and special events) are also highlighted as strengths in multiple reviews. Several accounts describe recent renovations, improved cleanliness, and a visible management effort to implement changes that have improved care and morale in certain units.
Contrasting sharply with the positive comments are frequent, detailed allegations of neglect and active harm. Numerous reviewers report missed basic care tasks — residents left without showers for days, diapers not changed for many hours, missed meals, and soiled bedding — that have contributed to severe skin breakdown, bed sores, and wounds. There are multiple claims of delayed or missed medications, poor medication documentation, and even over-medication or untreated life-threatening conditions. Several reports link these failures to hospital admissions and at least one reported death; a small number of reviews explicitly call for state or regulatory investigation. The pattern suggests inconsistency by wing and shift (several complaints specifically single out the south wing and night staff), raising concerns about staffing levels, supervision, and training in parts of the facility.
Safety and behavioral concerns recur in the reviews. Reported incidents include wheelchair falls, an alleged push of a resident, police involvement, suspected assaults, staff napping on duty, and residents wandering and staying awake at night. Families also describe problems with the physical environment: persistent odors, roach sightings in bathrooms and cafeteria, maintenance issues (including water shutoffs), and outdated or prison-like areas in contrast to other sections that some reviewers say have been remodeled. Theft or loss of personal items and administrative failures to monitor visitors or secure belongings are cited, adding to family distrust.
Administrative and communication problems are a common theme. Reviews cite an unresponsive phone system (mailbox full, calls not answered), misplaced power-of-attorney documents, delayed doctor orders, and families being denied or delayed access to medical records and account refunds. Several reviews mention that administration refused refunds or withheld records, or that staff were dismissive when concerns were raised. Conversely, other reviewers describe engaged leadership that communicates proactively with families and takes pride in care, suggesting variability in management responsiveness over time or between units.
Staff culture is described in extremes: many reviews commend staff as kind, skilled, hardworking, and family-oriented, praising CNAs, nurses, and therapy teams; other reviews recount staff making derogatory remarks to residents, showing aggression, refusing care, or demonstrating clear lack of compassion. These conflicting narratives point to uneven staff performance and possible morale or supervision issues. Several reviewers explicitly praise a new management team and note observable improvements, indicating that leadership changes may be having positive effects in some areas while serious problems persist in others.
Dining, therapy, and activities receive stronger and more consistent praise relative to clinical nursing care in many reviews. The therapy department is singled out as professional and effective, and dietary changes are noted as improving resident enjoyment and nutrition. Special activities, outings, and communal dining are repeatedly mentioned as elements that enhance resident quality of life when present.
Taken together, the reviews indicate a facility with both notable strengths and significant, sometimes dangerous weaknesses. The most urgent, recurring negative themes are neglect of basic personal care (leading to skin breakdown and wounds), inconsistent medication management, safety incidents (falls, wandering, and alleged physical mistreatment), poor cleanliness and pest problems, and administrative failures around communication, documentation, and accountability. Strengths cluster around individualized, exemplary caregivers and a strong rehabilitation/therapy program, plus improvements reported under new management and a reinvigorated dining and activities program.
For families or stakeholders evaluating Gateway Post-Acute Care Center, the critical takeaway is variability: positive experiences coexist with severe, reportable incidents. If considering admission or ongoing placement, families should seek specific, up-to-date information about the unit/wing and shift staffing, documentation of recent regulatory inspections or corrective actions, and references to the staff members and programs that have been consistently praised. The frequency and seriousness of the negative reports (neglect, skin breakdown, safety incidents, alleged abuse, and administrative obstruction) also justify careful monitoring and, where appropriate, contacting state regulatory authorities to ensure investigations have been completed and any required remediation has been sustained. Management's claims of improvement and pockets of excellent care are encouraging, but the pattern in the reviews indicates that consistent, facility-wide remedies are needed to address systemic quality, safety, and supervision gaps.
