Overall sentiment in the reviews is mixed, with strong praise for the facility’s rehabilitation services and many individual staff members, but also serious and recurrent concerns about basic caregiving, communication, and safety. Several reviewers emphasize very positive experiences with OT/PT/ST and specific nursing or rehab staff who provided compassionate, effective support that helped residents regain independence and gave families peace of mind. Descriptors such as "wonderful," "very good nursing and rehab staff," "compassionate," and "saved mother from neglect at a prior facility" indicate that for some residents and families the facility delivered high-quality, attentive care and a positive community environment.
At the same time, a substantial number of summaries describe acute lapses in basic care. Reports of neglectful care, absent nursing coverage, missed meals, and residents being left without fluids are serious red flags that appear repeatedly. Several reviews mention inconsistent CNA care, weight loss, and alleged misreporting of intake, suggesting systemic issues with day-to-day monitoring and feeding protocols. Delays in providing supplements (specifically a "Thrive" supplement) and missed nutritional interventions further underscore concerns about nutrition management. These failures appear to have directly harmed at least one resident’s health trajectory, culminating in a transfer to another facility (a Veterans Home) and a subsequent serious medical condition, which reviewers link back to earlier lapses.
Safety and infection control are additional areas of concern. One review references a C. difficile infection, and another cites a broken ankle incident attributed to staff unprofessionalism or inattention. Those reports, combined with complaints about outdated facilities, raise questions about environmental safety, infection prevention practices, and maintenance. While some reviewers explicitly praise the facility as a "great community" with "resident safety" and a "joyful environment," others point to events that contradict those statements, indicating notable variability in outcomes across residents and floors.
Staffing and interpersonal dynamics show a clear split in perception. Multiple summaries praise dedicated, compassionate staff, particularly on the 3rd floor and within the rehab team. However, reviewers also report rude or unprofessional nurses and cite staff shortages as a recurring problem that likely contributes to missed care and poor communication. The pattern suggests that while some employees provide excellent individualized care, staffing levels, turnover, or scheduling inconsistencies may undermine facility-wide reliability and oversight.
Communication and management are recurring themes in the negative summaries. Families report a lack of timely, transparent communication about incidents, nutrition, and medical changes. Misreported intake and inconsistent documentation point toward lapses in charting or supervision. These administrative shortcomings can amplify clinical problems, reducing family trust and making it harder to catch trends such as progressive weight loss or infection risk in time to intervene.
In summary, St. André Health Care appears to offer high-quality rehabilitation services and has many staff members who are compassionate and effective, creating positive outcomes and peace of mind for some residents and families. However, there are significant and specific concerns that cannot be overlooked: episodic neglect, missed basic care (meals and fluids), inconsistent CNA performance, documentation issues, infection and safety incidents, and reported staff shortages and unprofessional behavior. The reviews point to variability by floor and by individual caregivers—some areas and teams function very well while others present risk. Prospective residents and families should probe current staffing levels, supervision and documentation practices, infection control protocols, and how the facility handles nutrition and supplement administration. Families already using the facility should consider close monitoring of intake and weight, clear written communication with staff, and immediate reporting of any missed care or safety issues to ensure timely intervention.
