The reviews present a mixed but sharply divided picture of Hill Haven. On one side, multiple comments highlight warm, caring staff and a small, comfortable, home-like atmosphere. Reviewers repeatedly praise the administrator as knowledgeable and caring and describe the owner positively. Several accounts say staff were helpful with hospice paperwork and contact information, aided families by easing burdens, and provided supportive care to residents. One reviewer also cited favorable external metrics—excellent survey results and a 5-Star ranking—which aligns with the impressions of good management and regulatory compliance in some reports.
Care quality and day-to-day staff interactions are generally described positively: reviewers emphasize friendliness, a welcoming environment, and staff who attend well to residents' needs. The facility is repeatedly called a 'little home' and comfortable, suggesting a smaller-scale setting rather than an institutional feel. Families noted that staff took concrete actions to relieve family stress, and some specifically praised assistance with end-of-life administrative tasks, which indicates competence in at least some aspects of care coordination.
However, these positive impressions are strongly offset by very serious safety and accountability concerns raised in the reviews. At least one report alleges theft of money and clothing. More alarming is a report of a resident becoming lost and being placed into a rideshare for a doctor's appointment with no clear information provided to the family about who authorized the transport or where the resident was taken. These incidents point to lapses in medication/possessions security, resident supervision, documentation, and family communication. One reviewer explicitly issued a strong warning against sending family members to Hill Haven due to these incidents. Such claims, if accurate, suggest critical weaknesses in resident safety protocols and incident reporting that prospective families must consider carefully.
There is also inconsistency around hospice services. While some staff were described as helpful with hospice paperwork and contacts, other reviewers explicitly stated that Hill Haven is not accepting hospice patients at this time and cautioned families not to rely on the facility for hospice care. This discrepancy indicates either variable policy over time or differing expectations among reviewers and underscores the need for prospective families to verify current hospice policies and bed availability directly with the facility. Limited bed availability (one bed mentioned) is another practical constraint reported by reviewers and may affect placement options and turnover.
Facilities and amenities are described in positive, general terms (nice, comfortable, home-like), but specifics about dining, activities, therapy, or medical staffing are not provided in these summaries. The absence of comments about meals or activities means there is insufficient information from these reviews to evaluate those areas; prospective families should request details about daily programming, meals, and clinical staffing if those aspects are important.
Management appears to receive mixed evaluations: several reviewers praise the administrator and owner, and there are claims of good survey results, which can be reassuring. However, the severity of the safety-related complaints raises questions about whether management practices and oversight are consistently effective. The coexistence of high praise and alarming safety incidents suggests variability in performance or isolated but serious failures.
Bottom line: Hill Haven has strengths in staffing warmth, family-oriented, home-like comfort, and some administrative competence, including help with paperwork and reported favorable survey results. But the reported theft, poor communication about a resident’s whereabouts, and unresolved safety/accountability issues are major red flags. Prospective families should not rely solely on the positive comments; they should verify current hospice acceptance and bed availability, ask detailed questions about security and resident supervision, request recent survey reports and incident logs, and seek references from other families before making placement decisions.
