Overall sentiment across the reviews is mixed but leans toward concern. Several reviewers describe an initial period of attentive care followed by a decline into neglect and inconsistent oversight. Serious clinical issues are reported repeatedly, including bedsores, oxygen being left off for days, residents being taken off dialysis or otherwise having complex medical needs that reviewers felt were not being met, and long delays when residents sought assistance. These reports paint a picture of lapses in clinical monitoring and timely response by staff.
Staffing and staff behavior are major recurring themes. Many reviews highlight hardworking, compassionate CNAs and nurses who provided good care and helped families — Jorissa is singled out positively for her efforts to secure admissions, and multiple comments credit new Cottonwood management with a notable turnaround in quality. At the same time, reviewers report understaffing, high turnover, and the loss of experienced caring aides, which they link directly to episodes of neglect. Families describe inconsistent staff attitude and performance: some staff are praised as kind and diligent, while others are described as rude, dismissive, or unwilling to help. Specific complaints include unhelpful or rude business office personnel, a dismissive nurse during a family emergency, and at least one caregiver characterized as a "horrible CNA." Communication problems between staff and families — including restricted phone access and denial of patient rights to speak — further exacerbate tensions.
Facility environment and daily care issues recur across reviews. Rooms are frequently referred to as bare-bones (sometimes only a bed), with shared bathrooms in some units, unclean bathrooms, lingering odors on wards, infrequent trash removal in dining areas, and non-adjustable room temperatures. Families report infrequent showers, filthy bathrooms, and general lack of attention to hygiene. Dining assistance is also a concern: reviewers say some residents did not receive help eating. Personal property issues such as missing clothing are mentioned, contributing to an impression of inconsistent personal care and oversight. Maintenance promises (for example, to fix room temperature) are sometimes reported as unfulfilled, adding to dissatisfaction.
Administrative and legal issues are another significant thread. Several reviewers report visitation problems, restrictions, and even incidents where a pastor was reportedly denied the right to pray with a resident due to staff citing legal ignorance. Guardianship and MPOA disputes appear in the reviews, with at least one report that a medical power of attorney (MPOA) was denied authority and phone access was restricted; these situations led some families to involve police or Adult Protective Services (APS) and to consider legal action. There are also reports of Medicaid screening issues and rude interactions with the business office regarding admissions and billing.
Despite many negative accounts, there are clear signs of positive experiences and improvement. Multiple reviewers explicitly state that Cottonwood's recent management changes have led to significant improvements and praise the facility and some staff for caring for residents well. Several reviews describe a pleasant, helpful work environment and specific staff who went above and beyond. A few families reported that their loved ones had enjoyable stays and received good nursing care. These positive reports coexist with the negative ones, suggesting that care quality at the facility is inconsistent and may vary by unit, shift, or recent management/staffing changes.
In summary, the reviews reflect a facility with a polarized reputation: tangible strengths in committed individual staff members and some recent managerial improvement, alongside serious and recurring operational and clinical concerns. The most urgent issues raised are clinical neglect (bedsores, oxygen/off-days, delays in assistance), understaffing and turnover, hygiene and environmental cleanliness, inconsistent communication with families, and administrative/guardianship disputes. For prospective families or advocates, the pattern suggests that outcomes may depend heavily on current staffing levels, the particular team on duty, and active family advocacy; for facility leadership, the reviews indicate that sustaining management improvements, stabilizing staffing, improving hygiene and maintenance, and addressing communication and legal/visitation policies should be priorities to resolve the most serious complaints.
