Overall sentiment across the reviews is deeply mixed, with a sharp divide between accounts of excellent, person-centered care and serious reports of neglect, safety and sanitation failures. Many reviewers highlight individual staff members and departments that provide compassionate, skilled and effective care — especially in short-term rehabilitation, physical/speech/occupational therapy, and memory-care programming. The availability of on-site dialysis and renovated units are important positives that reviewers frequently cite. Admissions and business-office staff receive repeated praise for smooth transitions, billing assistance and clear communication in a number of cases.
However, an equally large set of reviews describes alarming problems that materially affect resident safety and dignity. Common and recurrent issues include understaffing, missed medications or delayed administration (including overdue pain meds), ignored call lights, and CNAs who are difficult to locate. Several reviews allege neglectful conduct (staff talking on phones, mocking residents) and inconsistent clinical oversight that has resulted in falls, wounds, weight loss, and hospital readmissions. Infection control problems are raised repeatedly: delayed or inadequate COVID testing and response, reported scabies and bedbugs, and in some cases large outbreaks affecting many residents. Multiple reviewers also reported state-level concerns (IDPH fines) or described conditions that suggest regulatory attention.
Facility condition and cleanliness are highly inconsistent. Numerous reviewers praise newly renovated areas, a pleasant main hall and clean rooms in certain units; those same reviews are interspersed with descriptions of filthy conditions in other parts of the building — raw sewage smell, mold in AC units, dirty showers and ice rooms, stained linens, trash and cluttered halls. Maintenance complaints include leaking toilets, slippery floors, exposed wires, and equipment/bumper pads hanging down in hallways. Room configuration concerns appear frequently: tiny bedrooms, shared closets, washrooms that do not accommodate wheelchairs, and instances where promised room furnishings or amenities were not present on arrival.
Food and nutrition also divide reviewers. Some families and residents report good meals, dietician involvement, and collaborative kitchen staff who adapt food for swallowing or dietary preferences (including vegetarian options). Others report cold, unappetizing meals, poor portioning or insufficient feeding assistance for residents with dementia or swallowing difficulties, and even claims that the kitchen was effectively closed during outbreaks with vending-type alternatives. Reviewers concerned about weight loss and poor nutrition identify lack of attention at mealtime and staff shortages during dining as contributing factors.
Management, communication and administration present a mixed picture. Several reviewers praise specific managers and staff (named individuals) who listen, resolve issues, coordinate care transitions and provide excellent ongoing communication. Conversely, many families describe unresponsive administration, poor follow-up, missing or misapplied medical records, unexpected transfers, billing disputes, and lost personal items. These administrative failures amplify clinical concerns, making families distrustful and more likely to remove residents or escalate complaints to regulators or attorneys.
Patterns and recommendations: The reviews suggest Tower Hill has pockets of strong clinical capability (notably rehab/therapy, dialysis and memory-care programming) and dedicated staff who deliver high-quality, compassionate care. Yet there is a persistent pattern of inconsistent staffing, training and oversight that produces intermittent but significant negative outcomes — from poor hygiene and infection outbreaks to medication errors and safety incidents. Prospective residents and families should be vigilant: tour the specific unit where a prospective resident will live (not only the renovated areas), ask about current staffing ratios and turnover, request recent state inspection/IDPH reports and how cited deficiencies were addressed, check infection-control protocols and recent COVID/outbreak history, verify how personal laundry and belongings are handled, and meet key nursing/therapy staff who will be responsible for daily care.
In summary, Tower Hill appears capable of excellent, even outstanding care in many cases, particularly for short-term rehab, memory care, and residents needing on-site dialysis — and individual staff members receive strong praise. At the same time, serious and repeated complaints about cleanliness, safety, staffing and administration present real risks. These polarized experiences mean the facility may be an appropriate choice for some residents (especially if the specific unit is clean, adequately staffed and well-managed) but families should conduct careful, up-to-date due diligence and verify corrective actions on any prior deficiencies before committing to long-term placement.
