Overall sentiment across the reviews is mixed: many reviewers praise the staff, cleanliness, amenities, and certain units (notably the Special Care Unit), while several serious and recurring concerns are reported relating to medical care, safety, infection control, and communication. Positive comments frequently highlight individual caregivers and teams as kind, attentive, and family-centered; the facility’s housekeeping, kitchen, and organization are repeatedly commended; and common amenities (library, courtyard, activity rooms) and the dining area receive favorable notes. Conversely, there are multiple reports of lapses in clinical care and safety that have significant consequences for residents and families.
Care quality shows a clear split in experience. Several reviews describe attentive caregiving, dignity and respect, and responsive staff who meet residents’ needs — with particular praise for the Special Care Unit and staff members who enabled long-term stays and milestones (for example, a centenarian celebration). At the same time, there are troubling accounts of basic care failures: medications not being given properly, hearing aids left uncharged, compression socks not provided, and personal belongings going missing. These issues point to inconsistent execution of routine care tasks and personal-care protocols for some residents.
Safety and infection control emerge as the most serious concerns. Multiple reviewers report a COVID-19 outbreak that resulted in several deaths, including one reviewer’s mother; the outbreak is linked in one account to an administrator who allegedly failed to wear a mask and may have introduced the virus. Reviewers explicitly mention safety protocols not being followed and an elevated infection risk. While some families appreciated that end-of-life visitation was allowed with full PPE, others described extended isolation or late changes to visitation policies. The combination of reported lapses in PPE/adherence to mask policies by leadership and documented outbreak consequences raises a major red flag about infection prevention practices during that period.
Communication and management are recurring themes with mixed evaluations. Some reviewers praise administration involvement and good communication — calling staff compassionate and family-centered — and many positive accounts single out individual leaders (Colleen, Steve) and team members for their helpfulness. However, other reviewers report poor communication, lack of notification after falls, and unsatisfactory responses from management when issues arose. These discrepancies suggest variability in leadership performance or intermittent communication breakdowns rather than uniformly poor or excellent management.
Staffing quality appears inconsistent across the facility. Several reviews emphasize friendly, polite, accommodating, and efficient staff; other reviews point to uneven caregiver competence — "some great caregivers, some not" — which correlates with the reported mix of positive resident outcomes and concrete care failures. During the COVID period some families noted staff did "the best they could," indicating teams working hard under strain, yet the presence of medication errors, missed personal-care tasks, and unreported falls indicate gaps in training, oversight, or staffing ratios at times.
Physical environment, amenities, dining, and activities generally receive favorable remarks. The facility is often described as clean, tidy, quiet, and pleasant; bathrooms are specifically called odor-free and well-maintained. The dining room is clean and attractive, and several reviewers report no major complaints about food. Amenities such as a library, courtyard, activity rooms, and multiple room sizes are appreciated. Room size impressions vary — some find rooms nice and spacious, others call them small or typical — reflecting the availability of different room types.
Notable patterns and takeaways: positive experiences cluster around compassionate individual caregivers, housekeeping and kitchen staff, and structured units (like the Special Care Unit). Negative experiences cluster around clinical and safety failures (medication administration, fall reporting, infection control), serious COVID-related outcomes, and inconsistent leadership behavior or communication. Many families give high marks for everyday quality-of-life aspects (cleanliness, activities, friendly staff), but the reported clinical lapses and outbreak-related deaths are substantial concerns that materially affect overall quality and safety perceptions.
Recommendation for prospective families: weigh the consistently positive reports about environment, amenities, and many staff members against the serious safety and clinical concerns raised by other reviewers. Ask the facility specifically about current infection-control policies and outcomes since the reported outbreak, medication administration procedures and oversight, fall prevention and notification protocols, handling of residents’ personal items, and staff training/turnover. If possible, tour the Special Care Unit and speak with families of current residents to get updated firsthand perspectives about how systemic issues have been addressed since the incidents described.
