These reviews present a highly polarized and inconsistent portrait of Kensington Healthcare Center. A sizable portion of families and former residents describe exceptional, compassionate care: attentive nursing and caregiving staff, outstanding physical and occupational therapy teams that produce measurable recovery, and social work and activities programs that contribute to a warm, home-like atmosphere. Multiple reviewers single out individual staff (including a social worker named Andrea), therapy teams, dietary and volunteer engagement, and pleasant outdoor grounds as strengths. For some residents the facility provides timely admissions, personalized care plans, safety and peace of mind, and rehabilitation success that leads to return home or improved independence.
Contrasting sharply with those positive reports are numerous, serious complaints about neglect, safety, and basic hygiene. Many reviewers report chronic foul odors of urine and feces, residents left in soiled garments or bedding, and repeated requests for clean linens going unaddressed. There are multiple allegations of medication errors or delays, medical equipment (such as oxygen) not hooked up, wound neglect resulting in serious complications, and in a few instances claims of abuse or assault. These are not isolated cosmetic criticisms but indicate lapses that reviewers describe as dangerous to resident health and dignity.
Staff responsiveness and communication emerge as a dominant theme and a major source of dissatisfaction for many families. Repeated issues include unanswered phone calls, busy or broken room phones, long call-button response times (some reporting hours-long waits), and front desk inattentiveness. Several reviewers say administration and social workers do not return calls or fail to keep families informed about hospital transfers, incidents, or changes in condition. Conversely, other families praise the administration and note quick corporate escalation resolved problems—underscoring the facility’s inconsistency in customer service and accountability.
Facility maintenance and the physical environment are also mixed in the reviews. Some visitors describe a clean, well-kept building with attractive outdoor spaces and walking paths; others report broken furniture and windows, moldy or dirty bathrooms, non-functioning air conditioning, cramped overcrowded rooms, undersized beds, and safety hazards such as unsafe plugs. Dining and activities similarly receive divergent reports: some residents enjoy engaging programming and good meals, while others complain of unassisted meals and lack of activities.
Management and organizational issues recur throughout the negative reviews: complaints of mismanagement, ownership changes, alleged unethical behavior, accusations of discriminatory treatment, and claims that the facility is understaffed or poorly run. A number of reviews explicitly call for regulatory evaluation or closure. At the same time, many reviewers praise specific employees and teams, noting professionalism, teamwork, and dedication. This pattern suggests significant variability in care quality—potentially by shift, unit, or individual staff—leading to wildly different resident experiences.
In summary, Kensington Healthcare Center appears to offer high-quality rehabilitation and compassionate care for some residents, particularly those engaged with the therapy teams and certain supportive staff. However, an equally strong current of reviews details serious lapses in basic nursing care, cleanliness, safety, communication, and management responsiveness. The most prominent risks identified across reviews are hygiene neglect, inconsistent staff responsiveness, medication and medical-care failures, and maintenance/safety shortcomings. Families considering this facility should be aware of this variability: prospective residents may receive excellent therapy and attentive staff but there are credible reports of dangerous neglect and poor conditions that merit careful on-site evaluation, direct questioning about staffing ratios and incident reporting, and regular oversight by family or advocates if choosing this facility.
