Overall sentiment in the reviews for Andover Manor Rehab and Nursing is highly mixed, with strong polarization between families who report excellent, compassionate care and those who report serious neglect, safety concerns, and poor management. Many reviews highlight individual staff members and teams who provided exceptional hands-on care, rehabilitation success stories, and warm, respectful interactions — particularly in the memory care and rehab/therapy programs. At the same time, a significant number of reviewers describe systemic issues including understaffing, inconsistent staff competence and behavior, and serious lapses in medical and basic caregiving that in some cases resulted in hospital transfers or allegations of abuse.
Care quality and clinical monitoring: A recurrent theme is variability in clinical care. Several families praised the facility's rehabilitation and therapy services, reporting remarkable recoveries and good coordination among doctors, nurse practitioners, PT and OT staff. Conversely, there are multiple, specific complaints about inadequate medical monitoring (insufficient vitals checks), delayed or wrong medications, and slow responses to clinical deterioration — sometimes culminating in ambulance transfers, surgery, or death. Reports of delayed medication administration, missed wound care, and alleged overmedication or excessive bed rest point to inconsistent nursing practice and oversight. Some reviews singled out compassionate and competent clinicians and nurse managers who took ownership of care, while others described nurses and aides who were rude, unresponsive, or neglectful.
Staffing, responsiveness and culture: Understaffing is a dominant concern that reviewers link to many other problems (long wait times, ignored call lights, urine or hygiene exposures, and delays in basic assistance). Several reviewers noted pandemic-related staffing shortages as a partial explanation, but also raised concerns about staff training, language barriers, and an environment where some employees are afraid to raise issues. Positive accounts emphasize staff who are attentive, proactive, and family-facing; negative accounts describe abusive, arrogant, or indifferent staff and social workers. There are multiple serious allegations: humiliation of residents, leaving residents unattended in hallways, alleged theft of personal items, and reports that management attempted to sweep issues under the rug. A small number of reviews mention police investigations and formal complaints.
Facilities, cleanliness and environment: Opinions are split. Numerous reviewers praised clean rooms, tidy common areas, homey non-institutional bedrooms, and dementia-friendly spaces including private dining and outdoor patios. Conversely, other reviews describe dirty conditions (garbage left around, brown drinking water, mold in closets, soiled diapers left unattended), restricted window access, and dated facilities. This inconsistency suggests that cleanliness and maintenance may vary by unit, wing, or shift, rather than representing a uniform standard across the facility.
Dining and daily living: Meal quality is another mixed area. Some families praised the food and dining environment, while many others complained about substandard meals (no real-menu food, missing condiments, lukewarm meals), diet mismanagement (incorrect textured diets), and issues with personal linens and supplies (missing towels, small pillowcases). Activity programming also varies: several reviewers report robust, engaging activity schedules that keep residents active and happy, especially in memory care units; others report zero activities and residents left idle watching TV or sleeping.
Admissions, administration and communication: Administrative experiences also range widely. Several families reported smooth, supportive admissions with helpful staff who facilitated transitions. In contrast, there are repeated complaints about a non-streamlined admission process (missing documents, paperwork delays), poor information-sharing, and inconsistent or absent family communication — particularly around critical events like hospital transfers. Some reviewers said management was responsive and involved when problems arose; others said complaints were ignored, incidents were not documented (no incident reports provided), or issues were deflected.
Safety, legal and reputational concerns: Multiple reviews contain very serious allegations — neglect leading to injuries, open wounds and sores, abuse, alleged theft of belongings, and failure to provide adequate supervision resulting in possible falls or choking risks. A number of reviewers stated they would not recommend the facility, urged others to avoid it, or called for closure. Conversely, many reviewers emphatically recommend the facility, praise staff by name, and describe positive long-term stays. This contrast creates a picture of a facility with meaningful strengths but also critical vulnerabilities.
Patterns and takeaways: The dominant pattern is high variability. When staffing levels, engaged management, and specific clinicians are present, residents receive excellent, compassionate care with strong rehab outcomes and positive family experiences. When staffing is insufficient or particular staff/management shortcomings emerge, serious failures in basic care, communication, safety, and cleanliness are reported. Memory care and rehabilitation services are frequently cited as high points, while nursing consistency, medication administration, hygiene, and administrative follow-through are the most commonly cited problem areas. Several reviews point to systemic issues (staffing, documentation, training, and oversight) that would explain how such divergent experiences can coexist at the same facility.
Recommendations for prospective families based on review themes: If considering Andover Manor, visit multiple times across different shifts, ask for specifics about nurse-to-resident ratios and how the facility manages staffing shortages, request recent incident and inspection records, verify rehabilitation and therapy plans with measurable goals, inquire about medication administration policies and wound‑care protocols, and confirm how the facility communicates with families about incidents and transfers. Meet direct-care staff and social services, tour the specific unit of interest (memory care vs general nursing), and ask for references from current families. Given the mix of glowing and serious negative reports, careful, targeted inquiry and monitoring after admission appear especially important.
