The Oaks Rehabilitation & Healthcare Center LLC

    3291 Northpointe Dr, Zanesville, OH, 43701
    3.2 · 12 reviews
    • Assisted living
    • Memory care
    • Skilled nursing
    AnonymousLoved one of resident
    1.0

    Compassionate staff but severe neglect

    I appreciated the friendly, compassionate staff, fantastic therapy team, good food and the activities that helped my mother - there were some outstanding caregivers and real rehab progress. But the place is mismanaged and severely understaffed: filthy units, heavy urine odor, long waits for bathrooms and showers, meds not tracked, tests lost, and staff often unavailable. Nighttime blood draws woke us, questions about long-term residency went unanswered, and we experienced neglect and even abusive, careless moments. Despite a few excellent people, I'm ashamed I encouraged my mother to stay here - overall a depressing, unacceptable experience.

    Pricing

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    Amenities

    3.17 · 12 reviews

    Overall rating

    1. 5
    2. 4
    3. 3
    4. 2
    5. 1
    • Care

      2.7
    • Staff

      2.9
    • Meals

      5.0
    • Amenities

      3.2
    • Value

      3.2

    Pros

    • Caring and compassionate staff members
    • Friendly and welcoming front-line staff
    • Fantastic, effective therapy/rehab team
    • Notable rehabilitation progress for some residents
    • Engaging activities and organized outings
    • Memory care and dementia-focused programming
    • Good food

    Cons

    • Chronic understaffing and high staff turnover
    • Perceived mismanagement and poor leadership
    • Strong urine odor and general poor cleanliness
    • Allegations of neglect, abuse, and carelessness
    • Inconsistent staff quality — some competent, some incompetent
    • Medication tracking failures and lost test results
    • Short or insufficient rehab sessions
    • Nighttime blood draws that disturb sleep
    • Long waits for bathroom use and showers
    • Poor communication and unanswered family questions
    • A depressing or unsafe atmosphere reported by some families

    Summary review

    Overall sentiment in these reviews is highly mixed and polarized: several reviewers praise individual staff members, the therapy department, activities, and the facility’s dementia programming, while an equal or greater number of reviewers describe systemic problems that seriously undermine resident care. Multiple reviewers report significant progress in rehabilitation and express gratitude for caring staff and activities, but many other reviews describe the facility as understaffed, poorly managed, and unhygienic, producing a distressing experience for residents and families.

    Staff and caregiving: One clear pattern is variability in staff quality. Several reviewers single out compassionate, kind, and outstanding staff members and a “fantastic therapy team” that produced measurable rehab gains. These positive accounts include families thankful for caring interactions and long-term residents receiving good attention. At the same time, many reviewers report chronic understaffing, frequent turnover (including the departure of a well-regarded employee), and episodes of incompetence or neglect. Specific serious allegations include abuse, careless behavior, and staff that are unavailable or inefficient when assistance is needed. This mixed picture suggests that while capable and caring personnel exist at the facility, staffing shortages and turnover are eroding consistent, reliable care.

    Facilities and cleanliness: Cleanliness and odour were frequent and strongly negative themes. Multiple reviews mention a persistent heavy urine smell and generally filthy conditions inside the building. These comments are tied to the understaffing complaints — reviewers link lack of cleaning and personal care (long waits for showers, long waits to use the bathroom) to insufficient staffing and supervision. For some families the environment was described as depressing or “a living hell,” indicating that physical conditions significantly affected their perception of safety and dignity for residents.

    Clinical management and safety: Several reviewers raise specific, actionable safety concerns. These include poor medication tracking, lost test results, and nighttime blood draws that woke residents — all of which point to lapses in clinical coordination and resident-centered scheduling. Long waits for assistance and reports of tests or medications being mishandled suggest weaknesses in clinical processes and documentation. While some residents clearly received effective therapy and clinical improvement, these positive outcomes appear inconsistent and undermined by the safety issues raised by other reviewers.

    Therapy, activities, and dining: Consistently positive themes center on the therapy/rehab team and on activities. Multiple families noted meaningful rehab progress, effective therapy interventions, and organized outings and social programming — including support for memory care and dementia-related needs. Food quality was also mentioned positively in at least one review. These programmatic strengths indicate that when staffing and management align, the facility can deliver engaging and beneficial services for residents.

    Management, communication, and overall impressions: Several reviewers directly criticize facility leadership and management, describing mismanagement and poor communication. Families reported unanswered questions and a lack of transparency around care issues. The cumulative effect in many accounts is frustration and disappointment: reviewers who initially encouraged a parent to stay at the facility later expressed shame or regret. Yet other long-term residents and families report stable, excellent care over years, indicating that experiences may vary by unit, shift, or specific caregivers.

    Conclusion: The reviews reveal a facility with meaningful strengths — notably a skilled therapy team, compassionate individual caregivers, and good activity programming including memory care — but also with recurring systemic problems that negatively affect resident experience and safety. The dominant concerns are understaffing, cleanliness/odour, inconsistent care quality, and lapses in clinical management and communication. Prospective residents and families should weigh these mixed reports carefully: there are real positives to the Oaks Rehabilitation & Healthcare Center LLC, but repeated reports of neglect, mismanagement, and unsafe practices warrant direct, specific questions before admission (staffing levels by shift, cleaning protocols, medication/test handling procedures, and turnover rates) and close monitoring if a loved one is admitted.

    Location

    Map showing location of The Oaks Rehabilitation & Healthcare Center LLC

    About The Oaks Rehabilitation & Healthcare Center LLC

    The Oaks Rehabilitation & Healthcare Center LLC sits in Zanesville and connects with Altercare Zanesville, and is managed by Trilogy Management Services, with ownership by Trilogy Healthcare of Muskingum LLC, and it's got 75 certified beds and an average of about 70 residents per day, which means people here tend to know each other after some time, and they've got both short-term rehab and long-term nursing care, so if someone's recovering from something or needs ongoing help, they can find a spot here. The building offers a mix of assisted living and skilled nursing services, so there's support for personal needs and health, and therapy services run five days a week, using current rehab techniques and equipment, and the whole team-nursing, therapy staff, social workers, activities planners, and people from dietary-work together to help with wellbeing. The facility's caregivers are all Trilogy employees, not outside agency staff, and the nursing team stands by around the clock to offer different levels of care.

    If you're looking for spaces to relax or keep busy, there are several options: walking paths, a fitness center or gym, private rooms, a beauty shop and barber, a bistro, a salon, a private dining room, and a patio with nice views, and there's WiFi, cable TV, fine dining, as well as laundry and housekeeping provided, so a lot of daily tasks are handled, and mail gets sorted at an address in Skokie, Illinois. Suites can be personalized, and assisted living options include help with daily tasks plus activities to keep people engaged. The center functions as a Continuing Care Retirement Community and allows both Medicare and Medicaid. All care areas have automatic sprinklers, and there's a Resident and Family Council so families have a voice.

    As for health inspections and safety reports, over the last three cycles, the center's had a number of deficiencies-20 in Cycle 3, 10 in Cycle 2, and 4 in Cycle 1, adding up over time, and the overall health inspection and facility rating is 1, which is the lowest possible on the standard scale, and it's had 34 total deficiencies, a couple of fines totaling $4,680, four substantiated complaints, and citations for not completing care plans and not making sure accident hazards were removed, including actual harm but not immediate jeopardy, with two deficiencies tied to infection control, so there's room for improvement in some areas. Still, the center aims to give skilled nursing, rehab, and everyday living support, and its setting offers pretty views and several comforts for daily life.

    About Trilogy Senior Living

    The Oaks Rehabilitation & Healthcare Center LLC is managed by Trilogy Senior Living.

    Trilogy Health Services, founded in December 1997 by Randy Bufford and headquartered in Louisville, Kentucky, has grown from its first four communities to operate more than 130 senior living campuses across five Midwestern states: Ohio, Kentucky, Indiana, Michigan, and Wisconsin. Now owned by American Healthcare REIT (NYSE: AHR), Trilogy employs over 14,000 team members who provide world-class clinical support to more than 10,000 seniors. The company offers a full continuum of care including independent living, assisted living, memory care, skilled nursing, and rehabilitative services, with facilities ranging from independent living patio homes to comprehensive healthcare campuses.

    Trilogy's mission centers on exceeding customer expectations through their Service Standards, emphasizing that "the right employees make the difference" and that "a servant's heart is the key to success." The company's philosophy is rooted in the Trilogy Advantage—family values of compassion, honesty, respect, and service to others. They serve with humility, putting seniors at the forefront of everything they do. Their culture is built on the belief that employees who feel cared for will provide the best care to others, leading to innovative benefits including weekly pay, free meals, registered apprenticeship programs, paid parental leave, and support through the Trilogy Health Services Foundation for scholarships and emergency assistance.

    The company's specialized programs demonstrate their commitment to comprehensive, innovative care. Their Best Friends Approach to memory care provides residents with companions who understand their life stories while offering activities that stimulate the mind and encourage socialization. Trilogy offers state-of-the-art dialysis services using Ascent medical recliners with healing and massage options, and partners with Synchrony Health Services to deliver pharmacy and rehabilitative care directly to residents. Their unique lifestyle programs and hospitality-focused services distinguish them in the senior living industry, combining clinical excellence with compassionate, personalized attention.

    Trilogy's dedication to quality has earned significant recognition, including being named a Fortune Best Places to Work in Aging Services, a certified Great Place to Work, and one of Glassdoor's Top 100 Best Companies to Work. In 2023, 56 Trilogy communities received the Bronze Commitment to Quality Award from the American Health Care Association and National Center for Assisted Living (AHCA/NCAL), with 34 communities earning the Achievement In Quality Award. These accolades reflect Trilogy's unwavering commitment to their goal of becoming the best healthcare company in the Midwest, achieved through their team approach philosophy that "Together Everyone Achieves More" and meticulous attention to the details that separate winners from the rest.

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