Overall sentiment in the reviews is mixed but leans positive on community atmosphere, staff compassion, cleanliness, and activities. Many families and residents describe Andover Court as home-like, with caring, compassionate staff and strong personal connections among residents and caregivers. Multiple reviewers emphasize a warm, family-oriented environment where staff know residents’ preferences and where social life is active — frequent events (bingo, ice cream socials, mixers), an engaged activities program, and opportunities like YMCA membership that contribute to resident engagement and quality of life.
Care quality and staffing present a split picture. Several reviewers praise the nursing staff and note measurable improvements in care for their loved ones (including reported reductions in required care levels), and others highlight prompt responses in emergencies. However, a significant set of complaints detail inconsistent care: reports of sparse staff check-ins, poor personal hygiene practices (for example, toothpaste not being used), incontinence management failures resulting in wet clothing, and family members having to step in repeatedly. Some families report medication-administration concerns and the use of agency staff in certain periods, which they associate with lowered reliability.
Dining and food services receive varied feedback. Multiple reviewers appreciate three meals a day with choices and special dining events, and some praise the chef and improvements when additional staff were added. Conversely, other reviewers report frequent issues — food arriving cold or overcooked and difficulty retaining a consistent chef. This is tied to reports of staff turnover, which also affected the activities director in at least one account. Several comments suggest that dining quality has fluctuated over time depending on staffing.
Facility, amenities, and administration are frequently viewed positively. The building and rooms are repeatedly described as clean, well-maintained, and nicely appointed, with helpful services such as laundry, maintenance, a beauty shop, and on-site podiatry. The location next to a hospital is seen as a convenience for families and medical appointments. Administratively, some families praise the facility for efficient handling of paperwork and reimbursements and for maintaining an open-door policy and a community council that allows resident and family feedback. At the same time, other reviewers report problematic administrative practices — notably mid-month billing changes, unexplained increases in care levels with corresponding charges, and recent significant price hikes. Additionally, the facility does not accept Medicaid, which is a financial limitation for some prospective residents.
Patterns and trade-offs prospective families should note: the strongest and most consistent positives are the community atmosphere, cleanliness, and the presence of staff who are personally engaged with residents. The most serious and recurring negatives are inconsistencies in hands-on personal care, turnover in key staff roles (which affects dining and activities), and opaque billing or care-level adjustments. Transportation is offered but has been unreliable for some families. COVID-related restrictions were mentioned as limiting access and some activities, which may reflect specific time-bound circumstances rather than ongoing policy.
Recommendation for decision-making: Andover Court appears to offer a warm, socially active environment with many facets that families value, especially when staffing is stable. However, because reviews reveal variability in direct care quality and administrative/billing practices, visitors and prospective families should (1) directly ask about current staffing stability (nursing, aides, activities, kitchen), (2) review how care levels are assessed and billed and request written explanations for any mid-cycle changes, (3) inquire about medication and incontinence care protocols and whether agency staff are used, (4) sample meals if possible and ask about chef turnover and dining procedures, and (5) confirm transportation reliability and Medicaid policies. Those steps will help determine whether the strengths seen by many reviewers align with an individual resident’s care and financial needs.
