Overall sentiment: Reviews for Highland Home are highly polarized, with a large number of families describing exceptional, compassionate rehab-focused care and an apparently attractive, well-run facility, while a similarly large number of reviewers report serious, sometimes dangerous lapses in basic nursing care and professionalism. The dominant positive theme is that many reviewers experienced outstanding therapy services and caring direct caregivers; the dominant negative theme is inconsistent quality of nursing care, safety lapses, and communication problems that in some cases led to emergency transfers and allegations of neglect.
Care quality and clinical safety: A recurring pattern across reviews is the contrast between highly praised rehabilitative therapy and problematic nursing/medical care. Physical and occupational therapy teams receive frequent commendation for being kind, knowledgeable, consistent, and effective — many families attribute measurable rehab progress and rapid admission to these teams. Conversely, numerous reviews describe clinical safety issues: medication errors (including incorrect dosages later corrected), delayed or omitted medications, missed wound dressing changes, pressure wounds/bedsores, patients left in feces for extended periods, infrequent diaper changes, dehydration risk from lack of water/ice, and safety lapses that contributed to falls and emergency room transfers. Several reviewers explicitly stated the staff appeared more concerned with covering themselves (documentation, defensive behavior) than with patient care. These reports indicate significant variability in clinical practice and reliability of basic nursing tasks.
Staffing, professionalism, and culture: Many families encountered genuinely compassionate, friendly, and professional staff — nurses, CNAs, therapists, admissions, and activities personnel were repeatedly described as warm, helpful, and attentive. However, an equally large set of reviews describe rude, nonchalant, distracted, or unprofessional staff (e.g., employees on phones, accusatory attitudes toward families, night-shift rudeness). Several reviewers reported staff turnover and short-term employees who “don’t last,” and some described an atmosphere of staff misery or burnout, implying understaffing and morale problems. A few reviews call out specific administrators (both positively and negatively): some families praised the administrator and Director of Nursing for going above and beyond, while others alleged unprofessional conduct by management, including threats of legal action and attempts to silence families. A handful of reviews mention improvements under new management and active family councils, suggesting the possibility of recent corrective actions but also underscoring inconsistent leadership experiences.
Facilities, cleanliness, and accommodations: Multiple reports praise the facility’s appearance — an inviting building, attractive grounds, clean common areas, and some spacious, tidy rooms. Housekeeping is described as helpful in many accounts. Contrastingly, other reviews describe room odors, poor room-level cleanliness, and maintenance issues. Practical accommodations are also inconsistent: reviewers repeatedly note there is no in-room shower or bathtub (leading to long lines and scheduling delays for baths), no standard in-room recliner (families must bring one), and limited overnight accommodations for family members with restrictions on blow-up beds. Accessibility for visitors in wheelchairs was noted as limited in at least one account. These operational gaps can materially affect comfort and family involvement.
Dining and activities: Dining impressions are mixed. Several reviewers praised appetizing, delicious meals and called food “fantastic,” while others complained of very poor food quality. Activity programming and an engaged activity director are commonly praised; when present, activities and staff engagement contribute positively to resident well‑being.
Communication, admissions, and discharge: Some families reported smooth admissions, helpful social workers, and clear communication including regular updates on loved ones’ status. Conversely, other reviews describe poor communication: confusion about discharge dates, lack of coordination for home equipment (e.g., hospital bed not ready at home), calls disconnected or hung up on family members, and failures to inform families about serious clinical events (wounds, falls). Several reviewers advise prospective families to clarify handoff and discharge planning processes and to ask direct questions about med administration, wound care, and bathing schedules before admitting a loved one.
Patterns, extremes, and recommendations: The reviews present a polarized picture: many 5‑star endorsements citing excellent therapy, caring staff, and rapid improvement, and many 1‑star condemnations alleging neglect, safety failures, and abusive behavior. This stark split suggests real inconsistency across staff shifts, units, or time periods — some residents receive excellent, attentive care while others experience dangerous lapses. Several reviewers explicitly said they would not recommend the facility, while many others recommended it strongly. Prospective families should be attentive to the variability described: ask specifically about nurse staffing ratios, wound-care protocols, medication administration tracking, bathing/toileting schedules, overnight family accommodations, and how the facility handles incident reporting and family notification. Inquire about recent management changes, family council activity, and what corrective actions have been implemented for past deficiencies.
Bottom line: Highland Home appears capable of delivering high-quality, rehab-centered care with compassionate therapists and many dedicated staff members, and the facility itself is attractive and often clean. However, there are numerous and repeated reports of serious safety and basic-care failures — delayed or incorrect medications, wound-care neglect, toileting failures, falls, and poor communication — as well as inconsistencies in staff professionalism and responsiveness. These conflicting patterns make it essential for families to perform focused due diligence, ask pointed operational and clinical questions, and monitor care closely if choosing Highland Home for a loved one.
