Overall sentiment: Reviews for Ross Memorial Health Care Center are strongly polarized but tilt toward a positive experience for many families and patients. A large portion of reviewers praise the facility for its compassionate staff, effective rehabilitation services, cleanliness, attractive grounds, and engaging activities. At the same time, a sizable minority report serious operational and clinical concerns — most importantly inconsistent staffing, communication breakdowns, and several troubling reports of neglect and safety lapses. The result is a mixed but detailed portrait: a facility with many clear strengths that also has recurring weaknesses families should understand and monitor.
Staff and caregiving: One of the most consistent strengths cited is the people who work at Ross. Multiple reviews name concierges and frontline caregivers (Darlene, Joyce, Ashley and many CNAs, RNs and therapists) as standout performers who provide warmth, responsiveness, and individualized attention. Many families describe nurses and CNAs as attentive, compassionate, and willing to go above-and-beyond; nursing staff are often praised for wound care, medication administration, and daily checks. However, this positive picture is tempered by numerous reports of inconsistent staff quality. Several reviewers describe specific CNAs or shifts as unresponsive, rude, or neglectful. Understaffing is a frequent theme and is often cited as the root cause of delayed responses to call lights, long waits for toileting or showers, and inconsistent personal care. These staffing gaps appear to be variable by shift and unit — some families encountered excellent care, others experienced poor or dangerous lapses.
Therapy and rehabilitation: Rehabilitation services are a strong point for many patients. Physical, occupational and speech therapy teams receive repeated praise for skill, encouragement, and meaningful functional gains. Named therapists (multiple reviewers cited individuals such as Breanna, Chantal, Ellen, Bonnie and others) are credited with helping patients progress to walker transfers, improved mobility, and successful discharges home. That said, there are recurring comments about the therapy department being short-staffed or under-equipped at times, resulting in limited one-on-one therapy, reduced frequency, or a drop in quality for some patients. Families should verify the specific therapy plan, staff availability, and expected frequency when admitting a loved one, as experiences vary.
Facilities, cleanliness and dining: Many reviewers highlight the facility’s cleanliness, recent renovations, bright and welcoming rooms, and a pleasant smell throughout. Outdoor amenities — a serene patio, garden and courtyard — are repeatedly mentioned as therapeutic and family-friendly. The kitchen and dining experience are another commonly praised area: reviewers note home-cooked meals, Southern-style favorites, accommodating dietary needs (diabetic/low-carb/vegetarian), and an engaged culinary leadership team. However, a minority of reviews contradict this image and report poor hygiene, filthy areas, or substandard meals. Construction and ongoing renovations are also noted as a temporary drawback by multiple reviewers, causing noise and occasional disruption.
Activities and community: The activities program is broadly regarded as creative and robust — cooking classes, parties, crafts, holiday events, music/art therapy, and outings are described, often creating a sense of family and community. Concierge services (admissions, check-in, information sharing, and transportation coordination) are frequently identified as exemplary and pivotal to a positive first impression. These programs contribute to residents’ social engagement and perceived quality of life.
Safety, communication and management concerns: The most serious and repeated criticisms relate to safety, communication, and administrative responsiveness. Several reviews describe delayed or absent communication about infections (including COVID outbreaks), uncommunicated testing or separation procedures, and family members not being informed of important events. There are troubling first-hand accounts of neglect (residents left in urine, missed showers for long periods, delayed hygiene), fall events with perceived inadequate monitoring, medication delays or missing medications, and issues with discharge planning (unexpected discharges, missing paperwork, or improper planning for a return home). Social work and administration are sometimes characterized as unresponsive or dismissive when families raise concerns. These themes suggest systemic issues in care coordination and escalation pathways that families should confirm prior to placement.
Operational issues and variability: Across reviews there is strong evidence of variability: some shifts, units, or periods function exceptionally well while others struggle. Understaffing emerges as a central operational issue that impacts call-light response, hygiene care, therapy intensity, and monitoring. Supply/equipment challenges (empty oxygen tanks, missing wheelchairs, broken feeding tubes) and transport scheduling problems were reported, as were a few instances of residents being overmedicated or mismatched with their therapy plan. Several reviewers recommend unannounced visits and careful questioning about staffing, infection policies, and discharge procedures to assess real-time performance rather than relying solely on tours and admission impressions.
Bottom line and recommendations: Ross Memorial presents a compelling option for rehabilitation and short-term skilled care with many strengths: strong concierge and admissions service, many highly praised nurses and therapists, clean and renovated spaces, robust activities, and appealing dining. However, prospective residents and families should approach with informed caution: ask detailed questions about current staffing levels (per shift), therapy frequency and staffing, infection-control communication protocols, discharge planning processes, and how the facility responds to and documents incidents (falls, missed care). Visiting during different shifts and talking with families of current residents can help reveal variability. The patterns in reviews suggest that while many patients receive excellent, individualized care and make solid therapy gains, there are non-trivial reports of neglect, poor communication, and management shortcomings that should be verified and monitored if you choose Ross Memorial.
