Overall sentiment across the reviews is mixed, with a pronounced split between strong praise for individual caregivers and therapy services and serious concerns about facility upkeep, staffing, and consistency of care. Many reviewers singled out CNAs, nurses, the therapy department, and specific clinical staff (wound care nurse, diabetes management) as compassionate, skilled, and instrumental in patient recovery. Several accounts describe successful rehabilitations, patients regaining independent walking, discharge home with appropriate equipment, and personalized supports such as Dexcom G6 device assistance. Administration and Social Services receive multiple positive mentions for being accessible and supportive, and some reviewers appreciated the facility’s PPE practices and efforts to limit COVID spread during the pandemic.
However, these positive experiences coexist with numerous and sometimes severe negative reports. A recurring theme is inconsistent care quality depending on unit, floor, or shift: while the first floor and certain staff are described as clean and attentive, the upper levels are repeatedly characterized as neglected, rundown, and poorly maintained. Cleanliness issues are a common complaint — reviewers mention corroded wallpaper, urine/feces odors, dining areas that are not clean, and at least one report of a bed bug infestation. Maintenance and building condition concerns extend to statements that the building is “falling apart” or that areas are not updated.
Staffing and responsiveness emerge as frequent, significant problems. Multiple reviewers reported understaffing, slow or ignored responses to call lights, missed or cold meals, and situations where requests for help were ignored, sometimes resulting in an emergency room visit. Related safety concerns include reports that medications or oxygen were knocked or kicked under beds and that belongings were lost or stolen. There are also allegations that residents were moved without consent and that staff sometimes complain or behave unprofessionally in front of patients. Communication breakdowns and poor coordination among staff are repeatedly cited; some reviews describe staff blaming each other instead of addressing problems.
Service-level variability is notable: many specific staff members receive high praise for compassion and competence, while others are described as intimidating, uncooperative, or unprofessional. Front desk experiences are polarized — some reviewers called the front desk horrible and unprofessional whereas others found administrative staff helpful and open. Dining and amenities are mixed as well: some reviewers liked the food and the location, and appreciated being allowed to bring personal items such as large TVs, while others experienced missed meals, cold food, and rooms lacking basic amenities like phones or microwaves.
Infection control and safety messaging are also mixed. Several reviewers commended the facility for PPE use and minimizing COVID cases, but there are counter-reports of COVID infections and short stays complicated by illness. There is at least one serious report of bed bugs, which raises infection-control and sanitation red flags when combined with other cleanliness issues.
In summary, Rock River Healthcare appears to provide high-quality, compassionate care in many instances — particularly in therapy, wound care, and from certain CNAs and nurses — and has administrative staff who are helpful according to several reviewers. However, there are consistent and serious concerns about facility upkeep, hygiene, staffing levels, staff consistency, safety of medications and oxygen, personal belongings security, and communication. Prospective residents and families should weigh the facility’s strong clinical and rehabilitative capabilities and praised individual caregivers against recurrent operational and maintenance issues, and should consider asking facility leadership specific questions about staffing ratios, infection control practices, incident reporting (theft, bed bugs, medication safety), and what measures are in place to ensure consistent, facility-wide standards of cleanliness and responsiveness.
