The reviews for New Mark Rehab and Healthcare Center present a sharply polarized picture: multiple reviewers praise the facility for outstanding rehabilitation services, compassionate front-line caregivers, and an upgraded physical environment, while an equally large group describes troubling lapses in basic care, cleanliness, and management. Positive themes center on therapy — PT, OT and speech therapy are repeatedly called out as effective and timely, with therapists (and named staff such as Mindy) helping residents make noticeable progress and often shortening lengths of stay. Several reviewers said the therapy departments take rehab seriously and were instrumental in getting loved ones home quickly. Other strong positives include individual CNAs and aides who were described as loving, attentive, and dedicated (Isabelle is named specifically), helpful receptionists and administration, private roomy rooms, roll-in showers, and an appealing large courtyard for outdoor walking.
Despite those strengths, the negative reports are frequent and serious. A recurring complaint is inconsistent quality of care: some shifts and staff are highly attentive, while others are described as neglectful, slow to respond, or distracted (CNA on phones, nurses not answering call lights). Multiple accounts describe delays in basic care such as showers, delayed leg checks, clothing left soiled or missing, and residents kept in wheelchairs without proper positioning. Reviewers also report documentation and accountability problems — nurses allegedly failing to chart concerns or providing inappropriate routes of medication (pills instead of IV), and at least one reviewer linked such lapses to a markedly worse clinical outcome.
Cleanliness, infection control, and maintenance emerge as another cluster of concerns. Some reviewers praise the facility as very clean and upgraded, but others describe strong, disturbing problems: smell of feces, chocolate milk and crushed medicine on a shirt, blankets used to hide dirt, and reports of the place "falling apart" with signage falling down. A few reviewers explicitly mention infection and ICU transfers, and one reviewer described an experience that ended with a hip fracture and death — a serious allegation that contributes to the perception that clinical oversight can be inconsistent. There are also complaints about meals and dining: while several reviewers said food options and breakfasts were good, others described cold meals delivered from the hospital, repetitious menus, and at least one unacceptable meal.
Staffing, management, and organizational issues are frequently described as root causes of problems. Many reviews cite short staffing, supply shortages, abrupt staffing changes under new ownership, and a perception that the facility is "going downhill". Families reported unreturned calls, slow or no follow-up from management, and new or changing leadership (named staff such as a new DON Tina were mentioned). Allegations of favoritism, dishonesty, unethical behavior, and rude or obnoxious staff toward residents and families further undermine trust. At least one reviewer stated the facility closed down, and several others offered blunt warnings to stay away, indicating a high level of anxiety and distrust among some family members.
Activities and social engagement are another mixed area: a few reviewers saw residents gathering in common areas and participating in activities, but others said there were few activities available. Overall, the social program does not stand out positively in many reports. Financially, most reviewers noted that health coverage was accepted and adequate, but occasional out-of-pocket costs were mentioned.
In sum, the reviews describe a facility with real strengths in rehabilitation services, some compassionate and skilled staff, and upgraded physical features, but with persistent and serious operational problems affecting day-to-day care for some residents. The most common red flags are inconsistent staffing and supervision, failures in basic hygiene and documentation, cleanliness and maintenance issues, and mixed meal quality. Prospective families should weigh the strong rehab track record and positive staff mentions against the repeated reports of neglect and management problems, verify current staffing and leadership, ask for specifics about infection control, call-light response times, documentation practices, and tour multiple times and at different hours to judge consistency of care.
