Overall sentiment across the reviews is mostly positive with important caveats. Multiple reviewers emphasize compassionate, kind, and supportive caregiving staff and a generally clean, safe environment. Families report meaningful improvements in quality of life and independence for their loved ones, and some explicitly say their relatives are doing much better since moving in. Several comments highlight that this is a good place to work and note long staff tenure (one comment referenced eight years), which indicates staff stability and continuity of care as a clear strength.
Staff and caregiving quality are the strongest and most consistent themes. Many reviews call out "amazing" staff, love and compassion in interactions, and employees who appear to enjoy their jobs—attributes that families directly tie to positive outcomes for residents. At the same time, a recurring concern is understaffing and staff being overworked. Reviewers describe the facility as being "half-staffed" or not at full capacity, which can create pressure on employees and could explain some service inconsistencies. There is also a serious, specific complaint about the head of housekeeping behaving unprofessionally—cursing at and belittling a new employee and a lack of clear instructions—which suggests at least one localized leadership or HR problem that could affect staff morale and retention if not addressed.
Clinical services and medical/therapy support appear uneven. While some families attest to very good care and improved health, others report trouble with therapy and medical visits—examples include physical therapy not showing up and limited doctor visits. These inconsistencies can materially affect residents who depend on regular clinical services. Relatedly, dining receives mixed feedback: several reviewers praise the food as "top-notch," yet others mention incorrect meals being served and the absence of a diabetic menu. Meal errors and lack of special-diet accommodations are important operational issues, especially for residents with dietary restrictions or diabetes.
Facilities, activities, and amenities are frequently praised. The community is described as nice and clean, very safe, and with attractive golf course views. Activities are active and engaging—bingo, trivia, group meetings, and a weekly barber service were specifically mentioned—which supports socialization and quality of life. Night security and the facility’s affordability were also noted as positives. These features combine to create an environment that many families and residents find both comfortable and enriching.
In summary, the Waters of Sullivan presents a profile of a warm, caring community with stable, long-tenured staff, good cleanliness, engaging activities, and generally satisfying outcomes for many residents. However, there are notable operational and management concerns that require attention: staffing levels and workload, inconsistent clinical/therapy availability, meal errors and dietary accommodation gaps, and at least one serious complaint about unprofessional leadership behavior in housekeeping. Prospective families should be encouraged by the strong caregiving culture but should also verify current staffing levels, meal options for special diets, and the consistency of clinical services during the tour or intake process. Management would benefit from addressing leadership conduct in housekeeping, improving communication and training for new employees, and ensuring reliable clinical and dietary services to match the positive aspects already present in the community.
