Overall sentiment for The Willows at Gretna is strongly polarized: a sizable number of reviewers describe exceptionally compassionate staff, strong therapy outcomes, and a family-like culture, while another set of reviews report alarming neglect, safety issues, and poor management. The most consistent positive themes are the quality of caregiving and therapy. Multiple reviewers praised nursing, nursing assistants, and therapy teams (PT/OT/ST) for producing meaningful recovery gains, improving mobility and feeding ability, and delivering excellent short-term rehab experiences after surgery or hospitalization. Many accounts describe staff who are attentive, kind, go above and beyond, communicate well with families, and create a warm, familial environment where residents feel loved and prioritized.
Facility condition and aesthetics are mixed in the reviews. Several reviewers note recent renovations, remodeled areas, and an improved, pleasant appearance that contributes to a more modern, safe-feeling environment. These same reviewers often highlight cleanliness and lack of odors, and point to pandemic-era safety measures as evidence that staff take infection control seriously. The dining experience is frequently rated positively — reviewers mention above-average food, accommodating dining staff who will bring meals to rooms, and a general focus on quality of life and enjoyable activities.
However, an equally prominent and deeply concerning cluster of reviews describes severe neglect and safety problems. Specific allegations include hygiene neglect, wrong medication doses, falsified charting, placement of a hospice resident in the same room as another patient, odor problems (urine smell), feces-covered linens appearing in common spaces, hot water outages, and visible mold or black mold in rooms. These reports go beyond minor complaints; some reviewers reported hospitalizations stemming from neglect, APS/DHHS involvement, and documented weight changes (one reviewer reported a 40 lb weight gain in five months) as part of formal complaints. Medication handling and storage were also criticized — for example, medication carts left in hallways and improper medication administration — which poses direct safety risks.
Management and leadership are a recurring theme with bifurcated experiences. Several reviewers single out engaged, hands-on administrators and proactive leadership who listen and improve conditions, and some mention positive changes after ownership transitions (Azria takeover cited). Conversely, other reviewers describe disengaged administrators, poor HR practices (unpaid bonuses/hours), confusing or absent communication, and a leadership culture that appears profit-focused rather than care-focused. Staffing stability is similarly mixed: while long-tenured employees and cohesive teamwork are praised in many accounts, other reviews reference nurse turnover, understaffing, unpaid hours, and staff pay/HR issues that suggest systemic workforce challenges.
Safety and layout concerns appear in multiple reviews: there is no dedicated memory care unit, outdoor space is described as small and unsecured, rooms are sometimes shared, and reviewers mention physical hazards such as lifts or equipment stored in hallways and potential fire hazards. These factors, combined with reports of mold and sanitation failures, create a set of tangible risk elements that families should consider, especially for residents with dementia or significant mobility/safety needs.
Cost and payer issues are somewhat inconsistent. Several reviewers note that The Willows accepts Medicaid and is priced lower than area peers, which is an important advantage for some families. Nonetheless, at least one review criticized high monthly costs (an $8,000/month figure was referenced), creating confusion about pricing expectations and what is included in various care levels. Transparency about costs and contract details appears to be an area where prospective residents should seek clarity.
Patterns and recommendations: the reviews indicate the facility can deliver excellent, compassionate, and clinically effective care under the right management and staffing conditions, particularly in short-term rehab and therapy-focused stays. At the same time, there are serious, well-documented allegations of neglect and safety failures that cannot be ignored. For families considering The Willows at Gretna, it would be prudent to (1) tour recently renovated areas and the specific unit/room under consideration, (2) ask about staffing ratios, turnover, and whether any recent regulatory complaints (APS/DHHS) have been filed and how they were resolved, (3) confirm protocols for medication management and infection control, (4) verify availability of memory-care services if needed and whether outdoor areas are secured, and (5) request a clear, written cost breakdown including what is covered under different levels of care.
In summary, The Willows at Gretna receives high praise from many families for its caring staff, therapy outcomes, food, and renovated spaces, but also receives severe criticism from others alleging dangerous neglect, sanitation problems, medication errors, and inconsistent management. The experience appears highly dependent on unit, timing, and leadership at the moment of care—making direct, detailed inquiry and a careful, on-site assessment essential before making placement decisions.
