Overall sentiment in the reviews for Bourne Manor Extended Care is highly polarized: many reviewers praise individual staff members and specific clinical services, while a substantial number of reviews allege serious failings in basic care, communication, and management. Positive reports often focus on the admissions experience, individual nurses, CNAs, and therapy staff who are described as compassionate and effective. Negative reports include repeated claims of neglect, poor clinical oversight, and administrative shortcomings; several reviews describe events that escalated to emergency care or loss of function for residents.
Staff and care quality show a clear split. Numerous reviewers commend nursing staff, CNAs, and therapy teams — citing compassionate direct care, helpful updates from lead nurses, and strong physical and occupational therapy that led to improved mobility. Specific staff members and departments (admissions, dietary, activities, hairdresser) are singled out positively, and families report good coordination of medical appointments such as dialysis trips. Conversely, an equally large subset of reviewers describe inadequate staffing (particularly on weekends), rough handling and bruising, inconsistent care, and allegations of outright abuse and neglect. Several accounts claim that physical therapy was stopped or withheld, mobility aids and equipment were misused (two-person Hoyer lift), and that patients suffered deterioration that was only corrected after leaving the facility.
Clinical safety and medical management are frequent themes among the negative reviews. Reported issues include missed or delayed recognition of infections (severe UTI), significant unexplained weight loss, bedsores, delayed hospital transfers, misdiagnoses (e.g., pneumonia), and concerns about overmedication or inappropriate hospice referrals. Medication management problems are also commonly reported: long waits for medications, lost prescriptions, inconsistent medication lists, and allegations of unnecessary sedation. Some reviewers specifically note a lack of on-site diagnostic capabilities or IV nutrition, and that clinical decline was not observed or escalated by staff. These are serious allegations that, if accurate, indicate lapses in clinical oversight and timely escalation of care.
Communication and management practices are inconsistent in reviewers' accounts. On one hand, admissions staff and some administrative personnel receive praise for being responsive, informative, and efficient. On the other hand, multiple reports describe poor communication, conflicting stories from staff, staff lying about residents' food intake, denial of visitation (even in hospice situations), and an administration perceived as more money-focused than resident-centered. Several reviews accuse the facility of failing to act on complaints and some call for external investigation; there are also strong allegations of racism and discriminatory hiring or treatment practices by staff that have prompted calls for state intervention.
Facilities, dining, and activities elicit mixed feedback. Many reviewers describe pleasant rooms (good size, cheery decor, large windows, plants/flowers) and an overall clean, inviting environment. The activities program is frequently praised for having many events and an engaged activities director, though some reviewers say the activity calendar is basic and there are few or no evening options. Dining opinions vary widely: some families praise the dietary team for accommodating picky eaters and providing good meals, while others report poor or inedible food, ignored meal preferences, and staff misreporting residents’ food intake.
A number of operational concerns recur across reviews: inconsistent staffing levels (notably weekends and nights), lost personal items and equipment (clothes, walkers), reports of soiled linens and smells in some areas, and the absence of computerized records. These operational problems compound clinical and communication issues for families trying to monitor care, keep accurate records, and ensure timely escalation when a resident’s condition changes.
In summary, reviewers present a highly mixed picture of Bourne Manor Extended Care. Positive experiences frequently highlight compassionate, skilled frontline staff (especially in admissions and therapy), successful short-term rehab outcomes, pleasant rooms, and an active social program. Negative experiences raise serious concerns about neglect, clinical mismanagement, medication and documentation errors, cultural and discriminatory issues, and administrative unresponsiveness. Given the strong divergence in reports — from “top-notch” to allegations warranting state review — prospective residents and families should carefully verify current staffing levels, weekend coverage, therapy plans and frequency, incident and complaint histories, and the facility’s procedures for escalation of clinical concerns before deciding. Families visiting the facility or researching it should ask specific questions about recent complaints, how the facility addresses alleged abuse or neglect, and how they communicate with families about changes in condition and care plans.
