Overall sentiment across the reviews for Waterview Center is strongly mixed and highly polarized. A substantial set of reviewers praise individual staff members and the therapy department for compassionate, effective care that produced tangible rehabilitation results. Multiple accounts describe attentive nurses and aides who provided prompt, respectful support, and physical therapists who helped patients regain mobility, return home with appropriate services, or continue critical medical treatments such as chemotherapy. Specific staff members were named positively in several reviews, and some reviewers reported helpful administrators and strong night-shift care. In a subset of reports, COVID-19 protocols were described as well-managed and reassuring.
However, an equally significant set of reviews outlines serious and alarming deficiencies. The most severe allegations include clinical negligence — specifically failures in monitoring diabetes that reportedly resulted in extreme hyperglycemia (583), a subsequent heart attack, and a patient death. Another reviewer recounted a very short stay ending in a major fall with head trauma, broken ribs, and a punctured lung requiring hospitalization. These high-severity clinical incidents are coupled with reports of delayed transfers to higher-level care and ineffective clinical oversight in some cases.
Communication and responsiveness emerge repeatedly as major concerns. Multiple reviewers reported unanswered call bells, difficulty getting through by phone, staff giving the 'runaround,' and situations where family members could not contact patients or get updates. These problems compound clinical concerns because timely communication is critical in acute events. Several reviewers also reported missing personal belongings and alleged searches of facility areas, which raises concerns about property management and incident handling.
Food, medication, and infection control are recurring problem areas for many reviewers. Numerous accounts describe poor food quality and meals that did not meet nutritional needs or special requests; some reviewers explicitly stated that new ownership appeared to be cutting corners on food service. At least one review mentioned expired medication. Infection control and COVID-19 handling were described inconsistently: while some reviewers praised the facility’s COVID measures, others accused staff of refusing testing, not wearing masks during transport, and contributing to infection risk; one reviewer reported a COVID-related death. These contradictory accounts suggest uneven practice and enforcement of infection-control policies across shifts or units.
Staffing, morale, and management practices are a prominent theme. Several reviewers described staff as overworked, undervalued, and miserable, attributing lapses in care and poor service to understaffing and cost-cutting under new ownership. Allegations of staff misconduct, discriminatory language or treatment, and even eviction actions by employees appear in multiple summaries. There are also claims of privacy and HIPAA concerns as well as discharges reportedly based on staff personal views rather than clinical need. Conversely, some reviewers felt peace of mind due to respectful, inclusive staff and active engagement in activities.
Facility conditions and unit-level issues are also mixed. Complaints include dirty bedding, crowded dementia units, and a generally below-par environment in some areas. Other reviewers appreciated aspects of the facility such as the patio view and the involvement of kitchen and activity staff. Rehab units receive both praise (successful therapy outcomes) and criticism (ineffective PT for some dementia patients), indicating variability in the quality of services by unit or team.
Taken together, the reviews point to a facility with strong pockets of clinical and rehabilitative excellence—particularly among individual nurses, aides, and therapists—but with systemic inconsistencies and occasional serious lapses in safety, communication, infection control, and management. The pattern suggests that care quality may depend heavily on staffing at the shift or unit level and on which personnel are assigned. Prospective patients and families should exercise caution: verify staffing levels, medication management procedures, fall-prevention protocols, infection control policies, and incident reporting practices. Ask for references about recent clinical incidents, inspect cleanliness and meal services, and clarify how the facility handles grievances, property losses, and privacy concerns. Where possible, meet or speak directly with therapists, nursing leadership, and administrators (and note responses from named individuals mentioned positively or negatively in reviews) to get a sense of consistency and accountability before making placement decisions.
