Overall sentiment across the reviews is mixed but leans positive around the quality of hands-on care and rehabilitation, while highlighting notable operational, communication, and environment concerns. The majority of reviewers praise the clinical staff — nurses, therapists, and aides — describing them as compassionate, skilled, attentive, and often going above and beyond. Multiple families report strong rehabilitation outcomes with effective PT/OT/speech services, steady updates from staff, and emotionally supportive end-of-life care. Several reviews indicate that staff form close, family-like connections with residents and families, and specific staff members receive repeated praise for personal attention, spiritual support, and room upkeep.
Facility amenities and location are commonly cited as strengths. The center offers a salon, therapy rooms, activities programming, and attractive outdoor spaces with woods, wildlife, and private seating. Its proximity to the hospital and ample free parking are practical advantages. Several reviewers explicitly consider the facility among the better options in the Berkshires and describe it as modern and reasonably comfortable, not an old-style nursing home. For many families, these attributes and the perceived value contribute to an overall favorable impression.
However, there are recurring and serious concerns. Communication barriers stand out, particularly involving at least one deaf resident for whom interpreters were not provided. Reviewers report that staff were unaware of the resident’s deafness, interpretive iPad devices were not used, and complaints were escalated to advocacy agencies. This issue raises legal and ethical concerns, as reviewers referenced federal requirements to provide interpreters. In addition, mask use has been mentioned as an ongoing barrier for residents who rely on lip reading. These episodes of failed communication are among the most severe criticisms in the dataset.
Safety, maintenance, and operational shortcomings appear in multiple reviews. A reported patient fall from a bed and subsequent unaddressed bedside repairs (including a broken bedside table) are cited as unacceptable. Medication management problems, poor bed quality, and small room sizes are additional negative operational themes. Cleanliness and housekeeping are reported inconsistently: while some families feel rooms are comfortable, others describe cluttered areas and infrequent room cleaning. Slow call-bell responses and perceived staffing shortages create further concerns about timely care and therapy access.
Management, security, and culture issues are also noted. Multiple reviewers describe management as not forthcoming or unresponsive to questions, and some note excessive security measures (multiple entry codes) that make access cumbersome. A few reviews describe a depressing atmosphere in parts of the facility and instances of staff disrespect, gossip, or unprofessional behavior. Conversely, many other reviewers defend the staff and describe them as heroes, indicating variability in staff performance and workplace culture across shifts or units.
Dining and activities receive mixed feedback. Several reviewers praise the availability of activities and the overall program, but meal quality is inconsistent: some guests report being well fed and satisfied, while others report small portions and food that is not great. COVID-related visitation restrictions have limited in-person family contact for some residents, though the facility’s outdoor spaces are noted as helpful for socially-distanced visits.
In summary, Mt Greylock Extended Care appears to deliver strong clinical and rehabilitative care with many staff members who are compassionate, skilled, and family-oriented. The facility’s amenities, location, and outdoor environment are additional positives. Nevertheless, there are significant and recurring concerns in communication accessibility (notably for deaf residents), safety and maintenance, cleanliness consistency, staffing levels and responsiveness, medication and bed quality, and certain management and cultural issues. These patterns suggest that while the core caregiving team performs well and is a major strength, the facility would benefit from improved accessibility services, more consistent housekeeping and maintenance, clearer management responsiveness, and attention to staffing and safety protocols to address the negative experiences described by some families.
