Overall sentiment in the reviews is mixed but strongly polarized: many reviewers praise the clinical care, rehabilitation services, and the compassion of individual staff members, while a distinct subset report serious concerns about staff behavior, management, and operational practices. Multiple reviews highlight excellent rehab outcomes and describe staff as caring, friendly, and attentive, with particular compliments to the rehab department, front office, and kitchen staff. Several reviewers say their family members were well cared for and adjusted to the community, and some explicitly recommend Hillcrest for short-term rehabilitation or longer-term stays. The facility is repeatedly described as clean, with adequate rooms and a generally family-like atmosphere, and a few reviewers emphasize good value for cost.
Care quality and clinical services are a clear strength in many accounts. "Excellent patient care" and "great care for my mother" are direct phrases used by reviewers, and the rehab department receives specific praise for being helpful and effective. The facility appears capable of handling specialized needs such as dysphagia: reviewers note that food was mashed to aid swallowing. At the same time, there are serious reports of poor care experiences from other reviewers, including claims of CNA mistreatment and unprofessional communication with residents. These negative accounts are significant enough that some reviewers express desire for increased regulatory oversight and give the facility a one-star rating.
Staffing and management emerge as central themes. While many reviewers describe individual staff members as kind and going above and beyond, a recurring counterpoint is that staff are underpaid, understaffed, and overworked. This operational pressure is linked in reviews to inconsistent behavior and service gaps. Several reviewers complain about poor management or ineffective leadership, and cite examples such as staff refusing to deliver personal items during COVID quarantine, staff eating pizza while on duty, and other unprofessional actions. These incidents have raised concerns about infection-control practices and professionalism during quarantines, which some reviewers singled out as unacceptable.
Dining and amenities receive mixed feedback. Some reviewers praise the food and activities, noting "lots of activities" and "great food," while others report that residents disliked the meals. There is at least one instance noted where food was modified (mashed) to accommodate swallowing issues, which is a positive clinical accommodation. Reviewers also mention not having many opportunities to see or use all amenities, suggesting either limited access for visitors or that amenities are less visible in day-to-day care situations. The building itself is described as clean but older or dated, which may affect perceptions of comfort despite adequate rooms.
Safety, medication management, and regulatory concerns were raised by multiple reviewers. Reports that CNAs did not administer medications and complaints about unprofessional communication indicate potential gaps in protocol or staffing that families should investigate. The combination of alleged mistreatment, operational lapses during COVID quarantine, and calls for oversight suggests variability in the consistency of care and adherence to policies.
In summary, Hillcrest Health and Rehabilitation Center appears to deliver strong rehabilitation services and has many staff members who provide caring, attentive care; the facility is generally clean and offers activities and reasonable value. However, there are nontrivial, recurring concerns about staffing levels, management quality, inconsistent staff behavior, and specific operational incidents (notably related to COVID quarantines and item delivery). The reviews indicate a polarized experience: many families are satisfied and recommend the center, particularly for rehab stays, while a smaller but vocal group reports serious problems that warrant caution. Prospective residents and families should weigh the positive clinical and rehabilitative strengths against the reported management and staffing issues, and when considering Hillcrest they should ask targeted questions about staffing ratios, infection-control/quarantine procedures, medication administration protocols, complaint resolution, and management responsiveness to ensure expectations align with current operational realities.
