Overall sentiment across reviewers is mixed but leans positive regarding the human side of care and clinical rehabilitation services. A recurring strength is the compassionate, friendly, and welcoming nature of the staff — multiple reviewers specifically call out nurses, CNAs, aides, therapists, housekeeping, front office personnel and volunteers as attentive and nurturing. Named staff (examples given) and small acts of kindness (a hug from a tech/aide, smiling housekeeping) illustrate a genuinely caring culture for many residents. Several family members report smooth transitions at admission, tailored meal and activity plans, spiritual support, and a home-like, non-institutional atmosphere that helps residents feel comfortable. The facility’s scenic assets — panoramic views, outdoor patio and attractive activity-room vistas — are frequently praised and contribute positively to residents’ quality of life.
Clinical services and rehabilitation are repeatedly highlighted as strong points. Reviewers point to an excellent rehab area with skilled physical and occupational therapists, effective rehab outcomes, and a competent medical and hospice team. For many families, these services, combined with responsive nursing and individualized care plans, generate high satisfaction and recommendations. Dining also receives a lot of positive feedback about tasty, tailored meals and good food service in many accounts, although this is not universal.
However, there are serious and recurring concerns that temper the overall positive impressions. Staffing shortages, high turnover, and the replacement of original caregivers with agency personnel are common themes. Some reviewers describe a post-pandemic rebound but also a staffing “thinning” that leads to inconsistent care. For a few reviewers these staffing problems translate into alarming neglect — reports include residents left without timely assistance, inadequate coverage at meal times, and a small number of severe allegations (e.g., residents left in feces for hours). These reports indicate variability in care quality that families should weigh carefully. Communication and feedback from staff and management are also cited as inconsistent, with some families feeling ignored or not receiving adequate information about incidents or changes.
Facility condition impressions are mixed: many reviewers praise cleanliness, recent renovations in parts of the building, and a comfortable, home-like setting; others report unkempt areas, spills, pest problems (ants), and general maintenance lapses. This split suggests uneven upkeep across units or temporal variability tied to staffing and admissions. Related concerns include the perception that the facility may prefer lower-acuity residents to protect ratings and capacity (“cherry-picking” admissions), which could mislead families about the facility’s willingness or ability to care for higher-need residents.
Activities and community life are generally seen as positive — daily activities, Bingo, spiritual development, and socially engaged residents are mentioned — but there is also a consistent request for more diverse enrichment options. Management-related themes include praise for helpful admissions staff and smooth initial placements, contrasted with worries about long-term consistency, staff reliability, and declining service in some reports. A few reviewers noted lockdowns limiting visitation during outbreaks; while understandable, this contributed to some frustration.
In summary, St. Andrew’s at Francis Place appears to offer strong person-centered care, excellent rehab services, warm staff interactions, good meals, and an uplifting physical environment for many residents. At the same time, families should be aware of notable variability: staffing adequacy and turnover, occasional significant lapses in care reported by some, inconsistent maintenance/cleanliness accounts, and potential limits on higher-acuity admissions. Prospective residents and families would be well advised to (1) tour with attention to the unit where their loved one would live, (2) ask specifically about staffing ratios, use of agency staff, and staff turnover, (3) inquire about past incidents and complaint resolution, (4) meet the rehab and nursing leadership, and (5) check on the current activity calendar and pest/maintenance controls to confirm that the positive attributes described by many reviewers are consistent and sustained.
