Overall impression: Reviews for Westchester of Sunrise are strongly mixed, with a wide spread between very positive and very negative experiences. Several reviewers praise therapy, certain nurses and CNAs, management improvements under new leadership, and attractive apartments and grounds. However, an almost equal number of accounts describe serious care failures, sanitation and pest issues, poor communication, understaffing, and safety incidents. The variation suggests significant inconsistency in care and facility conditions across time, units, and shifts.
Care quality and clinical outcomes: Clinical experiences range from excellent to alarming. Many families report strong rehab outcomes and highly skilled physical and occupational therapists, as well as attentive nursing care during some stays. Conversely, multiple reviews describe severe adverse outcomes including rapid decline after skilled rehab stays, significant weight loss, malnutrition, dehydration, Stage 2 pressure ulcers, skin tears, bruises, contractures, GI bleeding and subsequent hospitalizations, and the need for hospice care. There are also reports of falls with delayed assistance. These serious incidents point to inconsistent implementation of nursing standards, supervision, and timely response to clinical deterioration.
Staffing and staff behavior: Staff performance is another divided theme. Numerous reviews praise individual nurses, therapists, CNAs and an engaged activities manager who provide compassionate, family-like care and good communication. Yet many other reviews describe chronic understaffing, unresponsive staff, rude or inattentive aides, long medication waits, nurse stations left unattended, and after-hours calls not answered. There are also allegations of rough handling, neglect, and even elder abuse accusations in some accounts. Staffing variability (different shifts, weekends, agency staff) appears to be a root cause of many negative experiences.
Facilities, maintenance and cleanliness: Physical plant reports are equally inconsistent. Multiple reviewers compliment the spacious, private apartments, large windows, high ceilings, well-designed bathrooms, good heating/A/C, pleasant grounds and ongoing renovations. At the same time there are persistent complaints about outdated or run-down areas, rotten wood, broken/mismatched furniture, exposed wires, moldy smells, filthy hallways, and serious pest problems including bed bugs and roaches. Renovations themselves are a double-edged sword: some see improvement while others report disruption, moved or missing belongings during carpet replacement, and poor coordination. These divergent accounts suggest that some wings or recently renovated sections are in good shape while other areas remain neglected.
Dining and nutrition: Dining reviews swing from very positive (5-star dining room, excellent chefs, sugar-free ice cream, diabetic options) to very negative (awful food, hot dogs served, lack of nutritionist, frequent meal problems and allergy issues). Some families specifically praised diabetic and customized meal options, while others said diabetic-appropriate meals were not consistently provided. Food quality and meal service reliability appear to vary by dining staff, menu changes, and possibly by timing (e.g., Covid restrictions impacting service).
Activities and social environment: Several residents and families appreciate an active social calendar — bingo, movies, live music, an ice cream parlor, outings and group meals that reduce isolation. Conversely, many reviewers report activities being canceled, limited or poorly communicated, and Covid-era restrictions further reducing programming. The level of social engagement seems to depend on staffing for the activities department and administrative support.
Management, communication and transparency: Management is another area with mixed feedback. Some reviewers credit new administrators and directors with tangible improvements, hands-on management, better morale, and helpful tours. Others cite frequent turnover, a frazzled administration, broken promises, lack of communication about renovations or a possible sale, unanswered after-hours phones, and managers who leave early. Problems with coordination during renovations, insufficient notice to families, and failure to address pest control or sanitation complaints contributed to distrust among some families.
Safety, security and operational concerns: Several reviews raise safety issues: missing or delayed emergency pendants, unsecured facility areas, lack of after-hours staffing, and inadequate supervision at night/weekends. Combined with the reports of infestations, theft/misplaced belongings, and lax maintenance, these operational concerns warrant careful scrutiny by prospective families.
Patterns and likely causes: The distribution of reviews suggests that the facility may have pockets of very good care (notably therapy and some dedicated staff) and other pockets with systemic problems (cleaning, pest control, staffing coverage, and communication). Renovations and management changes have improved conditions for some residents, but they may also cause short-term disruption and expose inconsistent practices in other parts of the building. High staff turnover and variable leadership likely contribute to the swings in quality and the polarized experiences.
Practical implications for families: Given the variability across reviews, families considering Westchester of Sunrise should (1) tour multiple times and ask to see both renovated and older wings, (2) inquire about current staffing levels, staff turnover, and agency usage, (3) request recent inspection reports, infection control and pest remediation records, (4) ask specifically about medication administration protocols, emergency response times, and after-hours coverage, (5) verify dining/nutrition processes for special diets, and (6) speak with families of current residents about recent trends and management responsiveness. Also ask about how renovations are being managed and how personal belongings are protected during work.
Bottom line: Westchester of Sunrise receives highly mixed reviews reflecting strong positives (excellent therapy, some compassionate staff, attractive apartments and certain dining/amenity highlights) and significant negatives (serious clinical incidents, understaffing, sanitation and pest problems, maintenance deficiencies, inconsistent food service, and communication/management issues). The facility may offer excellent care in certain units or under certain leadership, but the documented variability means prospective residents and their families should perform thorough, targeted due diligence before deciding. Continuous monitoring of complaint resolution, staffing stability, and remediation efforts (especially pest control and infection prevention) will be key indicators of whether improvement claims are sustained.
