Overall impression: Reviews for West Bend Nursing and Rehabilitation are highly polarized, with a substantial number describing serious problems and a substantial minority praising specific caregivers and services. Common positive themes emphasize compassionate, family-like care from particular nurses, physical therapists, and a social worker named Liz. Multiple reviewers credited staff members and managers who kept families informed, advocated for residents, and provided above-and-beyond personal attention that resulted in peace of mind. Conversely, a large number of reviews describe inconsistent and at times dangerously poor care, administrative failures, and environmental problems.
Care quality and staffing patterns: The reviews reveal a pronounced inconsistency in clinical care. Many families describe attentive, loving staff and excellent rehabilitation (physical therapy) — sometimes calling PT the only decent aspect of a stay. At the same time, numerous reviews report delayed assistance, untreated pain, missed medications or delayed medication administration, neglected wound care, and nurses failing to perform basic care tasks. High staff turnover and understaffing are recurrent explanations for those lapses. Several reviews allege severe outcomes tied to neglect, including hospitalization or death, and mention safety incidents such as patients found on the floor and poor emergency responsiveness. These serious allegations raise red flags about reliability and supervision during certain shifts or units.
Behavior, professionalism, and communication: Reported staff behavior ranges from highly compassionate and family-oriented to insensitive, unprofessional, and in a few cases, allegedly racist. Some reviewers recount staff who clearly cared and communicated well with families; others describe dismissive administration, poor phone manners, hung-up calls, and unreturned messages. Administrative issues include misidentification of residents, paperwork errors, discharge guidance misinformation, and delays in correcting mistakes. Some families explicitly noted consideration of complaints to an ombudsman. This mix suggests that individual staff or shifts can dramatically influence family experience, and that systemic communication and administrative processes are uneven.
Therapy and activities: Physical therapy receives consistent praise where it was delivered; reviewers frequently singled out PT staff as excellent and supportive. However, a few reviews said promised therapy was not provided as scheduled (for example, PT only twice in six days), indicating inconsistency in honoring rehabilitation plans. Activities are occasionally noted (saxophone entertainment mentioned), but other reviewers observed a lack of activities or engagement, suggesting programming quality varies.
Dining and dietary concerns: Dining is another polarized area. Several reviewers called the food terrible, dated, cold, or inedible, and explicitly reported no meaningful accommodation for diabetic or low-sugar diets. Others reported acceptable or even great food. Missed meals and meals not served warm were cited, and some families reported meal dates and poor presentation. The recurring complaint about inadequate dietary accommodation for diabetes is notable and could have clinical implications for certain residents.
Cleanliness, safety, and environment: Facility condition reports are mixed but include serious cleanliness concerns: soiled bedding, unclean pottie chairs, persistent odors (BM), visible pest sightings (roaches), and rooms not being cleaned properly. A subset of reviewers described the building as outdated and worn. Conversely, other reviewers described the facility as clean, well-maintained, and odor-free. Safety concerns reported by multiple families — missing belongings, theft allegations, patients left on the floor, and delayed emergency responses — are particularly consequential and appear alongside reports of understaffing and inattentive staff.
Management response and variability: Management response varies in the eyes of reviewers. Some families praised managers for being informative, proactive, and responsive during rehab stays; others said administration was dismissive and slow to act on complaints. Several reviewers noted that certain staff members tried to address problems when raised, which suggests pockets of accountability, but systemic issues such as medication errors, housekeeping lapses, and poor communication persisted for many families. A few reviewers also questioned the accuracy of public ratings (Medicare) relative to their experience.
Net assessment and patterns: The strongest pattern in these reviews is inconsistency. When West Bend performs well, it does so through committed individual caregivers, an effective PT team, and supportive managers who treat residents like family. When it performs poorly, failures are substantial — clinical neglect, safety lapses, dirty conditions, poor dietary management, and administrative breakdowns. Because both extremes appear often, prospective families should expect variable experiences depending on unit, shift, and which staff are on duty. The presence of serious negative reports (hospitalizations, alleged neglect, safety incidents) means families should probe staffing levels, medication and wound-care protocols, dietary accommodations, infection/pest control, and complaint-resolution processes before and during placement. Where possible, ask for documented therapy schedules, observe meal service, and check how the facility handles incidents and communicates with families.
Conclusion: West Bend Nursing and Rehabilitation elicits strongly divided feedback. It can offer compassionate, high-quality rehabilitation and personalized care for some residents, but there are numerous, repeated reports of significant and sometimes dangerous deficiencies. The facility appears to have capable, caring personnel in some roles (especially PT and select nurses and social work), but systemic reliability issues — staffing, communication, clinical care, housekeeping, and safety — undermine consistent quality. Families considering this facility should weigh the potential for excellent individualized care against recurring reports of neglect and administrative problems, and should perform targeted inquiries and close monitoring if choosing placement.
