Overall sentiment in the reviews for Complete Care at Phillipsburg is sharply mixed, with strong, repeated praise for individual caregivers and therapy staff contrasted by serious allegations of neglect, unprofessional behavior, and facility cleanliness issues. Many reviewers emphasize the compassion, responsiveness, and professionalism of specific staff members (CNAs, nurses, physical therapists, and some managers), describing a family-like atmosphere, good rehab outcomes, and strong COVID safety practices. At the same time, a subset of reviews raise very troubling concerns that reviewers say merit scrutiny and raise questions about consistency of care and safety.
Care quality and staffing emerge as central, polarized themes. On the positive side, multiple reviewers singled out CNAs and rehabilitation staff as going "above and beyond," and families report strong therapeutic outcomes and attentive nursing—naming individuals and praising the physical therapy department. Several reviewers described respectful and smooth transitions into the facility and ongoing attentive care that allowed residents to thrive socially (making friends, participating in the resident council). Conversely, other reviewers describe marked lapses: medication not adjusted for days, bedridden residents left in soiled diapers for hours, and discharges resulting in rashes and bruising. There are extremely serious allegations involving forced restraint of a patient in a wheelchair, a confrontational receptionist, and attempts to secure waivers to absolve the facility of liability. These allegations, if accurate, indicate systemic failures in resident rights, dignity, and oversight for at least some patients.
Facility condition and cleanliness are similarly contentious. Several reviewers praise the facility as small, clean, welcoming, and well-kept; others report conditions that they describe as "filthy," citing cockroach infestations, cigarette smells, mold on walls, and storage closets that appear neglected. Such disparities suggest uneven maintenance or that conditions may have declined at certain times or in particular units. Because multiple reviewers call for regulatory investigation or even condemnation, prospective families should treat cleanliness and infection control as a high-priority area to inspect in person and confirm via health inspection records.
Management, physicians, and administration show mixed impressions. Some families commend administration for being responsive—naming a director who answers call bells and a front desk person who is consistently helpful. Multiple reviewers also praise certain doctors for their approach to pain management. However, reviewers note there are no full-time physicians on site and that physician visits are reportedly weekly, which may affect continuity of medical oversight. Several reviewers specifically say staff responsiveness and quality deteriorated during the pandemic, and others report variability in staff competence across shifts. Combined with reports of unprofessional behavior at reception and alleged managerial approval of problematic actions, these comments point to inconsistent leadership and supervision in the eyes of many reviewers.
Dining, accessibility, and ancillary services receive modest but mixed attention. Some reviewers applaud the food—calling portions ample and meals "amazing"—while at least one reviewer suggested room for improvement in the food on a first night. Accessibility concerns were noted (lack of automatic doors, outward-opening doors), and signage/wayfinding problems made the facility hard to locate for some visitors. On the positive side, social programming and resident engagement (resident council, friendships) are cited as strengths by several families.
Patterns and practical advice: the reviews indicate that experiences may depend heavily on which staff members are on duty, which unit a resident is placed in, and the timing of admission/visit. The presence of both glowing and deeply critical reports — including very serious allegations of neglect and abuse — suggests variability in quality and areas of potential risk. Prospective residents and families should perform focused due diligence before placement: visit multiple times across different days and shifts, observe cleanliness (including storage and bathrooms), meet the rehab and nursing teams, confirm physician coverage and how medications are managed, ask about dementia unit staffing ratios and training, review recent state inspection reports and complaint histories, and ask how management handles incidents and documentation (including any use or attempts to use waivers). If allegations like those reported are a concern, families should request incident logs and inquire whether any regulatory actions have been taken.
In summary, Complete Care at Phillipsburg receives high marks from many reviewers for compassionate caregivers, strong rehab services, and a welcoming atmosphere for some residents. However, there are multiple, specific, and severe negative reports regarding potential abuse, neglect, cleanliness, and inconsistent management. These conflicting signals make it essential that prospective residents and families validate current conditions and safety practices in person and through official inspection records prior to making placement decisions.
