Overall sentiment in the collected reviews for Eastbrook Healthcare Center is starkly mixed, with strongly positive accounts praising specific staff members, clinical capabilities, and recent facility investments, alongside strongly negative accounts citing administrative errors, neglect, and safety/personal-property concerns. Several threads appear repeatedly: frontline nursing and therapy teams receive high marks from many families for compassion and clinical skill (some reviewers call nurses "amazing"), and the facility’s clinical niche — on-site ventilator care and dialysis — along with respiratory expertise and a robust sub-acute/rehab program, are important strong points that multiple reviewers highlight. At the same time, an equally persistent set of complaints centers on inconsistent care, poor administrative practices, and troubling reports of missing or discarded personal belongings.
Care quality: Reviews show a polarized picture. Many families praise nursing staff for compassionate, resident-centered care, attentive night-shift nurses, and therapy teams that produced measurable rehabilitation gains. These reviewers often describe a home-like feel, supportive staff going "above and beyond," and positive long-term residency experiences. Conversely, another set of reviewers reports serious quality concerns: poor pain management with long delays for medications, residents left soiled for hours, rough handling, and understaffing at night. These negative accounts include allegations of neglect and statements that the facility is the "worst." The resulting picture is that clinical care can be very good when staffed and led well, but results appear uneven and dependent on individual staff and shift.
Staff and leadership: Many reviews praise individual staff and managers by name — frequent positive mentions include Stefon (or Stephon/ Stefon Johnson), Mike (administrator), Monisha/Mo (dietary manager), and Shayne (social worker) — and describe a strong team mentality, good employee morale, flexibility, and supportive supervisors. Positive reviewers note that management is proactive and listens to concerns, that staff are well trained, and that the workplace is a good environment. However, other reviewers report repeated administrative turnover, poor responsiveness from leadership (calls ignored, supervisor hung up), and cross-shift communication gaps. Several reviews indicate that leadership changes have caused communication breakdowns and inconsistent follow-through. This mix suggests leadership stability and communication are critical weaknesses when not functioning well, while when leadership is engaged the facility improves noticeably.
Administration, billing, and documentation: Administrative problems are among the most frequently cited negatives. Multiple reviewers describe billing errors, incorrect insurance submissions, wrong Social Security numbers and addresses used, and even allegations of insurance sign-ups and deductible/coinsurance losses that contributed to distrust. There are also allegations of rating manipulation and misleading photos. Some families are considering or have filed formal complaints (including with the Ohio Department of Health), and at least one reviewer reported filing a police report over a missing tablet. These administrative and financial issues are concrete, recurrent themes that can significantly erode family trust.
Facilities, cleanliness, and renovations: Many reviews note ongoing renovations and capital improvements — updated entrances, landscaping, new grills, freshly paved parking, and interior updates — and several reviewers commend the facility’s clean, pleasant smell and improved aesthetics. The kitchen and dietary changes draw positive attention in many accounts, especially after new management in dietary. However, other reviewers report poor cleanliness, strong urine or cigarette smells, dirty conditions, bed bugs, and discarded trash bags. This contradiction implies that the facility has invested in visible improvements and that some areas are well-maintained while others may suffer from inconsistent housekeeping or lagging standards in certain units or shifts.
Dining and activities: Reports on dining are mixed but trend positive recently. Multiple reviews praise an improved kitchen and new dietary manager (Monisha/Mo), describing "beautiful meals," good variety, and attentive dietary staff. A number of reviewers reported daily snacks, birthday recognition, and active engagement from activities staff, while others complained about poor portions, cold food, and being advised to bring snacks and water. Overall the trend suggests dietary improvements are noticeable to many families, though not universally experienced.
Safety, personal property, and trust issues: Several serious concerns arise around personal belongings and safety. Specific complaints include theft or disappearance of clothes, electronics (tablet, cell phone), discarded family photos, and personal items not returned after a resident's death. One reviewer cited filing a police report; others reported contacting regulators. These incidents, combined with billing and documentation errors, form a pattern that threatens family confidence and prompts calls for oversight. Positive reviews sometimes mention proactive security and thoughtful handling of resident belongings, showing the facility’s practice in this area is inconsistent.
Staffing and workforce experience: Many reviewers — including staff accounts — describe Eastbrook as a good place to work with flexible shifts, supportive supervisors, and a team-oriented culture. Several staff praise managers and single out coworkers who "go the extra mile." Yet, other reviews cite understaffing (notably at night), cross-shift communication problems, and personnel who are perceived as unprofessional or uncaring. This dichotomy suggests variability across departments and shifts, with pockets of strong morale and competence alongside times or areas where staffing pressures degrade care.
Overall patterns and actionable concerns: The most salient pattern is variability. When leadership, diet, therapy, and nursing are aligned, reviewers describe excellent, empathetic, and effective care, significant facility improvements, and strong family communication. When administrative errors, leadership turnover, or staffing shortages occur, the same facility experiences reports of neglect, billing and insurance breakdowns, property losses, and poor responsiveness. For prospective residents and families, these reviews indicate the importance of asking targeted questions about current leadership stability, staffing ratios (especially nights), specific protocols for personal belongings and medication administration, and verifying billing/insurance handling. For the facility, priorities implied by the reviews would be strengthening administrative accuracy and transparency, standardizing communication across shifts, improving property accountability, and ensuring housekeeping and pest control consistency.
In summary, Eastbrook Healthcare Center demonstrates clear clinical and operational strengths — notably in ventilator/dialysis care, rehab therapy, and several standout staff members and managers — and has made visible investments in physical improvements and dietary leadership. However, persistent administrative, cleanliness, and consistency issues reported by multiple families (including billing errors, missing belongings, medication delays, and variable leadership responsiveness) create serious concerns for others. The experience appears highly dependent on which unit, shift, and staff are involved; families considering Eastbrook should weigh the facility's specialized services and reported positives against the variability documented here and seek concrete assurances on the specific concerns most important to them.
