The reviews for The Grand Rehabilitation and Nursing at Mohawk Valley are highly polarized, with strong praise from families who experienced attentive rehabilitation and compassionate staff, and severe criticism from others who report neglect, unprofessional behavior, and safety lapses. Positive comments consistently highlight caring, patient staff members, particularly aides and therapists, as well as successful rehab outcomes and engaging activities. Several reviewers singled out physical therapy and certain administrators and staff (a person named Casey and drivers Dorianne and Dave) for hands-on care and helpfulness. These positive accounts describe clean rooms, effective discharge planning, and staff who go above and beyond to support residents and families.
Conversely, a substantial body of negative reviews raises significant concerns about safety, hygiene, and management. Multiple reviewers allege neglect and abuse ranging from poor hygiene, untreated wounds and infections, bedsores, to malnourishment and apparent medical mismanagement. There are reports of long delays in staff responding to call bells, failures to escalate oxygen or address known heart problems, and allegations that sedation and mismanagement may have contributed to severe outcomes. Some reviewers reported seeing photos of injured residents, public backlash over insensitive social media content, and even police involvement in extreme cases. These incidents suggest potential systemic failures in clinical oversight and resident safety for a portion of the population served.
A recurring operational theme is understaffing and inconsistent staffing quality. Many reviewers cite chronic understaffing—exacerbated by COVID according to some comments—which they link to skipped baths, residents left in soiled or wet bedding, delayed assistance, and reduced therapy time. Staffing variability also appears to contribute to inconsistent experiences: some shifts or individual staff members receive praise, while other shifts draw allegations of rudeness, unresponsiveness, or incompetence. This inconsistency extends to rehab services, with several reviewers praising outstanding therapists and outcomes while others say promised therapy was insufficient or unnecessary.
Facility maintenance and housekeeping issues are another prominent topic. Reviews mention deplorable cleanliness in some instances, including strong urine and feces odors, fruit flies, bugs in rooms, wet floors, and dirty linens or bathrooms. Plumbing and basic utilities problems were reported by multiple families, including no hot water overnight, brown or sulfur-tasting water, no drinking water or ice, and water shutoffs that affected residents bathing. Food quality is frequently criticized too, with reports of missed dinners, stolen food, poor meal quality, and general dissatisfaction with dining. At the same time, some families reported positive dining and activity programming experiences, reinforcing the overall pattern of highly variable performance.
Communication and administration emerge as major pains for families. Numerous reviewers describe poor communication from nursing leadership and social workers, unkept promises from case managers, mishandled Social Security and insurance matters, billing disputes, and administrators who fail to follow up. A subset of reviews praises particular administrators for hands-on involvement and responsiveness, but other comments paint management as uncaring, defensive, or even emotionally abusive. This split suggests that leadership behavior may vary over time or by individual, and that there may be unresolved systemic issues in complaint handling and transparency.
Overall assessment: the facility displays a stark dichotomy. For some residents and families, The Grand provides compassionate, skilled, and effective rehab-focused care with engaged staff and positive outcomes. For others, reviewers describe serious, potentially dangerous lapses in cleanliness, medical care, staffing reliability, and management responsiveness. The most frequently mentioned concerns—neglect-like symptoms, understaffing, poor hygiene, delayed emergency responses, and inconsistent administration—are serious and recurring. Prospective families should weigh both the positive reports of excellent rehabilitative care and the repeated negative allegations. If considering placement, visitors should perform on-site evaluations across multiple shifts, ask for staffing ratios, review incident and inspection records, inquire about recent management changes, and seek concrete assurances about clinical oversight, infection control, and emergency response protocols. Reports of alleged abuse, medical mismanagement, or persistent regulatory violations warrant escalation to state survey agencies and careful monitoring by families and advocates.
