Overall impression Stonespring Skilled Nursing Facility receives highly polarized reviews. Many families and patients describe an exceptional experience: an attractive, modern facility with strong therapy services, friendly staff members who go above and beyond, good food, and engaging activities. At the same time, a significant portion of reviews describe serious lapses in care — neglect, medication and wound-care failures, infection and safety incidents, and ongoing communication and billing problems. The result is a mixed reputation: the building, amenities, and therapy departments are often praised, while basic nursing care and operational consistency appear to vary widely by shift, unit, and specific staff members.
Care quality and clinical concerns A prominent and recurring theme is uneven clinical care. Multiple reviewers recounted delays to call lights and long waits (often 30–60+ minutes) for assistance, with nights and weekends called out as particularly problematic. Consequences described include untreated pain, soiled bedding left for extended periods, dehydration, missed/mealtime assistance, and significant adverse events such as falls, wound infections, UTIs, sepsis, ICU transfers, and even death in some accounts. Several reviews detailed poor wound care practices (wet/gelled bandages, diapers left on wounds, compression socks left continuously) that reviewers link to infections and subsequent ER visits or surgeries (including hardware removal). Allegations of medication administration errors — including medications started without family consent and administration despite known allergies — and missed medications appear repeatedly and are serious red flags.
Therapy, rehab and positive clinical strengths Contrasting the clinical concerns, the therapy and rehab programs receive consistent praise. Many reviewers singled out physical and occupational therapists (named staff such as Katie, Brittani, and others) for exceptional, compassionate, and effective rehabilitation that helped patients return home. Multiple accounts describe successful post-surgical recoveries, meaningful mobility gains, and a high level of individualized attention in therapy. In many of the positive reviews, therapy expertise and coordination with nursing and physicians are described as a strong point and a reason families would recommend the facility.
Staffing, staffing variability, and culture Reviews point to substantial variability in staff performance. Several nurses, CNAs, and individual staff members are repeatedly commended (some called out by name) for attentive, nurturing care. However, an equal or larger number of reviews describe rude, inattentive, or even abusive behavior. Common reports include aides sleeping on shift, staff frequently on phones, scolding residents, and aides hiding or being unavailable. Night shift and weekend coverage are particular pain points. Reviewers frequently attribute poor outcomes to understaffing and overworked personnel; others point to management and culture problems — blaming administration for lack of accountability, penalizing families or residents who complain, or focusing excessively on billing and collections.
Cleanliness, laundry and environment There is a strong dichotomy between appearance and reported housekeeping. Many reviewers praise the facility’s outward appearance: beautiful landscaping, modern and warm interiors, clean communal spaces, and nice private/semi-private rooms. Conversely, numerous reviews report dirty resident rooms and bathrooms (trash on floors, mold in showers, sticky floors, soiled towels on the floor), laundry problems (clothes lost, discarded or stolen), unemptied commodes, and cleaning lapses leading to infection risk. This contrast creates a perception that decor and public-facing aesthetics can mask inconsistent frontline housekeeping and personal care.
Safety, discharge/transfers, and dementia care Safety problems are a major theme: falls, inadequate monitoring of fall-risk patients, incidents of residents left in halls or on transfer buses for long periods, and unsafe discharges/transfers that required hospital readmission. Several families stated that Stonespring is not well-equipped for residents with significant dementia or progressive cognitive decline — noting that Alzheimer’s patients required constant family presence to be safe. Others reported bed alarm issues, missing side rails, and delayed responses that directly contributed to harm. Families also reported poor coordination when transferring patients to hospitals or other facilities and poor notification practices.
Communication, administration, and billing Many reviewers describe poor communication with families, including unreturned phone calls, lack of timely updates about condition changes, and confusing or aggressive billing practices. A number of families reported pressure to pay, billing errors, and difficulties resolving payment/insurance issues. Conversely, some report responsive and helpful admissions and administrative staff, but inconsistency in administrative responsiveness is a recurring complaint.
Dining, activities and amenities Dining and activities were frequently cited as strengths: several reviewers praised the quality of food, the dining room ambience, and available social programming (ice cream socials, bingo, manicures, movies, garden spaces, chapel, coffee areas, and salons). These amenities contribute positively to resident quality of life when clinical care is adequate.
Overall patterns and likely root causes The reviews suggest a facility with strong infrastructure and pockets of excellent clinical and therapy care, undermined by inconsistent frontline nursing and aide performance, periodic staffing shortages, and management/communication breakdowns. Positive experiences tend to cluster around daytime coverage, therapy departments, and particular staff who demonstrate high competence and compassion. Negative experiences are concentrated around nights, weekends, transitions (admissions/discharges/transfers), wound care, medication administration, infection control, and families’ interactions with billing and administration. This pattern is consistent with variability in staff training, staffing ratios, supervision, and quality assurance processes.
What prospective families should consider - Ask specifically about staffing ratios for the unit and shift (day vs night vs weekend) and whether nursing leadership does bedside rounds after hours. - Inquire about wound-care protocols, skin check frequency, infection control procedures, and how changes are communicated to families. - Verify how call lights are monitored and escalated and what average response times are. - Request names of therapy staff and ask for outcomes data for rehab stays if available. - Confirm policies for dementia care, supervision expectations, and whether the unit is appropriate for advanced cognitive impairment. - Clarify billing practices, deposit/collection policies, and how insurance coordination is handled.
Conclusion Stonespring shows clear strengths: a pleasant, modern environment, robust therapy/rehab services, good dining and activities, and several highly dedicated staff members. However, inconsistent nursing care, safety concerns (wounds, falls, infections), delayed responses to resident needs, and administrative/billing problems are frequent and serious themes in the reviews. Experiences appear highly dependent on unit, shift, and the specific personnel on duty. Families considering Stonespring should weigh the facility’s therapy and amenity advantages against the documented variability in basic day-to-day nursing care and safety, ask targeted questions, and consider close monitoring during any stay, particularly for residents with complex medical or cognitive needs.
