Overall sentiment across the reviews is highly mixed and polarized, with a strong pattern: rehabilitation and therapy services generally receive consistent, high praise, while basic nursing care, facility maintenance, and administrative leadership are frequently criticized. Many families and residents describe exceptional therapy outcomes — rapid recoveries, skilled physical and occupational therapists, and therapy teams who “go above and beyond.” These positive accounts often emphasize successful discharges home, outpatient therapy continuity, and specific therapists or nurses who provided outstanding individualized care.
However, alongside these positives are numerous and sometimes severe complaints about nursing care and safety. Multiple reviewers report medication administration problems (including at least one allegation that medications were not given for two months), concerns about catheter management, missed medical transports, and reports of bed sores or residents being left hungry and in dirty clothes. Several reviews describe long delays responding to call lights, staff being distracted or unprofessional (on phones, laughing), and inconsistent care between shifts — particularly problems at night or when regular caregivers are absent. These issues lead to significant family distress and, in some cases, residents being moved to other facilities.
Facility cleanliness and maintenance are another recurring theme with conflicting reports. Some reviewers praise clean grounds, a home-like atmosphere, and a newly remodeled rehab area, while others describe serious hygiene and maintenance problems: bugs and ants in beds, spider webs on ceilings, deteriorating furniture or beds that fall apart, broken call lights, and nonworking TV remotes. Food quality is similarly inconsistent across reviews — some families say meals were tasty, hot, and well-handled, while others report cold or burnt food, late dinners, and limited or repetitive meal options.
Staff behavior and professionalism vary widely by person and shift. Many reviews name individual staff (nurses, unit managers, receptionists) who provided compassionate, respectful, and helpful care; memory care and hospice coordination (Gentiva) receive praise for end-of-life support. Conversely, there are multiple reports of rude receptionists, dismissive nursing leadership, and aides who do not assist with bathroom needs or treat residents with dignity. Several reviewers highlighted specific positives — consistent nurse/aide pairings, helpful social services, and warm, welcoming interactions at the main entrance — showing that pockets of strong, resident-centered care exist.
Management, communication, and administrative practices are frequent sources of frustration. Numerous reviewers mention poor communication when incidents occur (e.g., ER transfers without family notification), lack of accountability from leadership (even accusations of dishonesty by the director of nursing), and problematic billing or private-pay issues. Staffing practices are criticized as dishonest or poorly managed, with accusations of understaffing, unfair scheduling, and the loss of good workers. Some families reported supply shortages that impeded safe care (CPAP water, wound-care supplies, washcloths, towels). These administrative problems amplify the impact of clinical issues and erode family trust.
A clear pattern is the juxtaposition of excellent rehab-focused care against uneven daily nursing and custodial care. While rehabilitation services, some therapy teams, and individual caregivers receive strong, repeat commendations, there are systemic concerns that affect safety, dignity, and basic needs for other residents — particularly those requiring ongoing skilled nursing rather than short-term rehab. COVID-era visitation restrictions also complicated some families’ experiences and perceptions, particularly around end-of-life moments.
In summary, Charlestown Place at New Albany appears to offer very strong rehabilitation and therapy capabilities and has pockets of excellent, compassionate staff and recent facility improvements. At the same time, multiple reviews raise serious red flags about nursing consistency, medication management, cleanliness, communication, and administrative accountability. For prospective residents or families, the facility may be a very good choice for short-term rehab with an emphasis on therapy, but caution and careful monitoring are advisable for long-term skilled nursing needs. Families should ask detailed questions about medication administration protocols, staff-to-resident ratios by shift, infection control and housekeeping practices, how the facility communicates incidents to families, and recent corrective actions taken by leadership to address the tangible problems described in these reviews.
