Overall sentiment in the reviews is markedly mixed: many reviewers describe warm, caring staff, a home-like environment, good food, and helpful admissions experiences, while a substantial number report serious operational, clinical, and communication problems. Positive experiences frequently mention specific employees and managers by name, a smooth move-in process, roomy private rooms or suites with kitchenettes, and an active social calendar with crafts, music, holiday events and on-site salon services. Numerous families praise nurses and CNAs for compassionate care, highlight reliable laundry and housekeeping, and appreciate convenient location, value pricing, and transport/van services.
However, there are repeated and significant negative themes that appear often enough to be concerning. Many reviews describe inconsistent staffing levels, inexperienced or poorly trained employees, and low morale or frequent management turnover. These staffing problems translate into uneven care: missed or unauthorized medication changes, incorrect co-pays or pharmacy billing errors, incomplete paperwork, and failure to follow swallowing or other clinical accommodations. Several reviewers reported falls—including night-time falls—and subsequent injuries (broken bones, concussions, lacerations, bruises) that families felt were not consistently reported or thoroughly investigated. A number of reviews also said a physician was never seen on-site and that nursing support is limited or by appointment only, which raises clinical oversight concerns.
Communication and administrative issues are another recurring pattern. Families report difficulty contacting staff or getting timely updates, inconsistent coordination between shifts (some shifts praised while others are criticized), billing inaccuracies, and unexpected charges including a reported $1,500 assessment fee and non-refundable community fees. Reviewers described scenarios where pharmacy fees were not deducted, medication benefit reviews were not completed, or residents experienced inappropriate medication co-pays. Some families reported feeling that complaints were ignored or dismissed, or that decisions felt money-driven rather than care-driven.
Facility and service quality shows a split picture. Many reviewers find the building clean, well-kept, homey and bright, with large dining areas, good meals, and active programming. Others describe odors in common areas, unclean bathrooms, missing personal items, and maintenance problems such as ceiling leaks. Activities also vary widely: several accounts praise a robust calendar (arts, music, holiday events, exercise groups), while other reviewers say there are very few or no activities and a troubling lack of urgency to hire activity staff. Dining receives mixed feedback — many say the food is very good and dining is pleasant and unhurried, but others report repetitive menus, food warmed from cans, cold morning meals, or poor presentation.
A consistent nuance across the reviews is that experiences often depend on timing, unit, and staff on duty. Multiple reviewers singled out particular leaders and employees for excellent care and responsiveness (for example, Nurse Theresa Shirley, leadership from Tracie Mize, and others praised for move-in support), while calling out other departments (evening/day shift differences, health and wellness director roles) as underperforming. Tours and initial impressions tend to be positive—admissions staff and tour guides are frequently described as thorough and friendly—while some families report a decline in consistency after move-in.
In summary, Brookdale High Point delivers a mix of clear strengths and notable risks. Strengths include compassionate frontline staff in many cases, an appealing physical environment in parts of the community, active programming when staffed, and affordable pricing relative to local options. Major risks reported by multiple reviewers are inconsistent clinical oversight, medication and billing errors, safety incidents with inconsistent reporting/investigation, staffing shortages and morale problems, and uneven housekeeping/maintenance. Prospective families should weigh the positive accounts of individualized, caring staff and good amenities against the recurring reports of clinical, administrative, and safety lapses; if considering this community, visitors should ask specific questions about staffing ratios by shift, medication management protocols, incident reporting and investigation processes, recent turnover, billing/itemization practices, and to meet or confirm availability of the specific staff and directors praised in positive reviews.
