Overall sentiment across the reviews is highly mixed and polarized. A substantial number of reviewers praise Hearthstone Health Campus for its attractive new campus, caring CNAs, an energetic activities program, and a strong rehabilitation/therapy department. Many accounts describe friendly admissions staff, attentive volunteers, chef-prepared meals, and a warm sense of community where staff treat residents like family. These positive reports often highlight specific strengths: an engaging activities director and team, a well-equipped therapy gym, helpful nurses and aides, in-room amenities (TV and telephone), separate dining options, and practical apartment-style features such as connecting rooms and kitchenettes. Memory care and adult day programs also receive positive mentions from multiple reviewers who describe calm environments and experienced dementia care teams.
However, these positive impressions coexist with multiple, serious negative themes that recur across many reviews. Clinical care quality and consistency appear to be the most significant areas of concern. Numerous reviewers reported that nursing care is unreliable or poor in places, with comments ranging from 'terrible nurses' to CNAs who are exemplary. Reported clinical lapses are worrying and specific: residents experiencing falls (including at least one father who fell twice), dropped patients, multiple hospital readmissions, an undetected COVID outbreak, development of bedsores, and dangerously high blood sugar readings reported into the 700s. Several reviewers said monitoring and supervision are insufficient, leading to safety risks. Reviewers also noted that the physician presence is weak—many said the doctor was poorly informed, rarely seen, or never met—and medication management was inconsistent, with frequent changes and apparent lack of continuity of care.
Operational, communication, and management problems are another consistent theme. Families reported unclear and inconsistent communication, unreturned phone calls, and an executive director who was unresponsive in some cases. Billing issues recur: unexplained charges (including a reported $500 charge), a prescription plan that adds about $50 per month, coding errors, and rude billing interactions. Staffing shortages and turnover were mentioned frequently; reviewers described minimal staffing levels (for example, no night nurses reported by one reviewer) and staff unavailability at critical times. These systemic issues contribute to a pattern in which some families receive excellent care while others encounter significant neglect.
Hygiene, daily living assistance, and environmental comfort also drew mixed but troubling feedback. Several reviewers described inadequate personal care: residents wearing the same clothes for days, lack of bathing leading to odors, filthy rooms and bathrooms, and soiled toilet seats not cleaned promptly. Room temperature control was a specific complaint with at least one report of resident rooms reaching the 80s in August. Smoking and unpleasant smells in hallways were mentioned. Family-access policies and perceived staff unfriendliness toward family members were also noted as negative factors impeding family involvement.
Dining and activities present a split picture. Many reviewers praise the activities program—puzzles, Bible study, art, bingo, music, exercise, and social events—and say residents are well engaged. Volunteers and activity leaders are singled out as exceptional. Food quality, by contrast, is inconsistent: some describe wonderful, chef-prepared meals and abundant snacks, while others report tiny portions and awful meals. Several reviewers praised separate dining areas and the social dining environment, while a subset reported food service shortcomings and portion issues.
Memory care and specialized services receive both praise and caution. Multiple reviewers compliment the dementia care and calm environment, stating that staff understand and manage behavioral expressions well. Conversely, there are concerns that memory care units were incomplete during some transitions and that staff training for dementia care may be inconsistent in places. The therapy and rehab departments are frequently praised for individualized, patient-centered care, yet a few reviewers criticized physical therapists for not encouraging walking or sufficient rehabilitation progress.
In summary, Hearthstone Health Campus elicits strongly divergent experiences. Strengths include a new and attractive facility, many compassionate CNAs and supportive therapy teams, a broad and active activities program, and amenities that families appreciate. Major weaknesses center on inconsistent nursing and clinical care, significant safety and hygiene lapses reported by multiple families, poor communication and billing practices, and management responsiveness gaps. These patterns suggest that while the campus can deliver excellent social, therapy, and supportive services for some residents, systemic problems—especially in nursing oversight, clinical consistency, and administrative communication—pose material risks for others. Prospective families should weigh positive reports of facility, activities, and therapy against the documented safety and management concerns and confirm current staffing, clinical oversight, physician involvement, infection control practices, billing transparency, and family visitation policies before making decisions.
