Overall sentiment: The reviews for Trustwell Living at Westwood Place are strongly weighted toward positive experiences, with a large number of reviewers praising the staff, social atmosphere, and level of personal attention residents receive. Commonly repeated strengths include friendly, caring, and responsive employees who often "go above and beyond," good family communication, an active and varied activities program (including monthly family nights and themed entertainment), and a generally clean, home-like environment. Many families specifically highlight peace of mind, promptness of nursing contact, strong medical coordination, and the facility’s ability to help residents maintain independence while receiving needed support.
Care quality and staff: The single most consistent positive theme is staff quality. Reviewers frequently describe nurses, aides, and administrative personnel as compassionate, attentive, and involved — learning residents’ names and personalities and offering personalized care. The 24/7 nursing presence, quick callbacks, and cooperation with hospice are repeatedly noted as reassuring. That said, a recurring negative trend is staff turnover and reports of overstretched nursing staff and insufficient aides. Several reviews tie management changes and staffing shortages to perceived dips in care quality, including complaints about missed tasks or slower responses during periods of turnover. While many families report excellent care, a smaller number describe significant care failures, including isolated and serious allegations of neglect or mistreatment. These negative incidents appear less frequent but are important outliers that prospective families should investigate further.
Activities, community, and amenities: The activity program is a clear strength. Reviewers consistently praise the variety and frequency of activities — crafts, music, exercise classes, Bingo, Bible studies, outings/day trips, and family-centric events — and many highlight an especially effective activities director. These programs contribute to a strong social fabric; residents frequently make new friends and families appreciate opportunities to join events. Amenities such as a salon, on-site dining, accessible apartments with buzzers, and pet-friendly policies (dogs and cats noted) are commonly appreciated. Many residents and families say the apartments are appropriately sized, comfortable, and allow privacy while remaining integrated with the community.
Facilities, cleanliness and maintenance: Opinions on the physical plant trend positive but with notable caveats. Numerous reviews describe the building as clean, well-decorated, and well-maintained. However, other reviews raise concerns about inconsistent housekeeping, poor laundry service, and maintenance needs such as worn furniture, carpet, parking lot repaving, and incomplete outdoor walkways or courtyard enclosures. In many cases cleanliness and upkeep are described as good, but several families report that promised standards sometimes slip. These mixed reports suggest variability over time or by unit rather than uniform facility-wide failure.
Dining: Dining receives mixed and sometimes contradictory feedback. A substantial number of reviewers compliment the food, calling meals "very good" or "delicious," while a distinct set of reviews criticize meals as under-seasoned or "horrible." This inconsistency appears to be one of the most polarized aspects of resident experience. Potential residents should therefore sample meals and ask about menu planning, seasoning, and portioning during a visit, and inquire whether food quality has recently changed.
Management, policies and communication: Many families praise administrative responsiveness and staff going the extra mile, but other reviews mention poor upfront communication, administrative instability, and concerns about the Director of Nursing’s knowledge in a few cases. Management changes and staff turnover are consistently flagged as drivers of some negative experiences. Additional concerns in some reviews include lack of periodic reassessments, unclear Medicare/Medicaid acceptance (noted as being pursued in some comments), and the absence of an emergency generator. COVID-19 visitation restrictions were mentioned as a temporary negative factor in some reviews, with families generally noting the facility’s handling of visits and safety protocols.
Notable risks and outlier reports: Although many reviews are highly positive, reviewers included multiple serious complaints — examples include reports of a resident being left in wet clothes for hours and allegations of bullying or forced activities. While these appear to be outliers compared to the overall volume of positive feedback, they are significant because they speak to potential lapses in supervision and care. Other recurring operational concerns — staffing shortages (particularly on weekends), inconsistent housekeeping, and food variability — are less dramatic but more frequent and can materially affect daily resident experience.
Bottom line and practical takeaways: Trustwell Living at Westwood Place appears to offer a warm, social, and well-staffed environment for many residents, with strong activity programming, caring staff, pet-friendly policies, and generally positive residential life. However, prospective residents and families should be attentive to variability in dining, housekeeping, and the effects of staff turnover. Recommended steps before deciding would include touring at different times of day (meal times, evenings, weekends), sampling the food, meeting nursing and activities staff, asking about current staffing levels and turnover, confirming housekeeping and laundry processes, and discussing how management handles complaints and reassessments. The large majority of reviews reflect satisfied families and successful placements, but the recurring negative themes suggest that current staffing stability and management practices are the key factors to verify during any decision process.
