Overall sentiment across the reviews is mixed and highly inconsistent, with clear strengths in therapy, activities, and pockets of compassionate caregiving, but also significant and recurring concerns about basic care, cleanliness, communication, and management oversight.
Care quality: Reviews describe a wide range of clinical experiences. Multiple reviewers praise very good physical therapy and attentive dementia and end-of-life care, indicating that clinical rehabilitation and some aspects of clinical attention can be strong. However, there are multiple serious negative reports as well: notable, unexplained weight loss (one reviewer cited a 17-pound loss), alleged poor infection control (a bone infection and a report of scabies), and at least one reviewer who attributes a death to lack of care. Several accounts describe residents being ignored except at medication times or meal delivery, sheets not changed for days, and rooms that were hot or poorly maintained. The pattern suggests that clinical quality and day-to-day personal care may depend heavily on staffing levels and which caregivers are assigned.
Staff and management: Staff feedback is polarized. Many reviewers explicitly call out individual aides, nurses, and therapy staff as caring, compassionate, and helpful — some staff are described as amazing and compassionate, and families appreciate attentive caregivers. At the same time, a consistent theme is understaffing and overwhelmed workers, particularly on weekends, which reviewers link directly to neglect (missed meals, unchanged linens, residents ignored). Leadership and management receive substantial criticism: multiple reviewers note poor communication (no return calls from the director), billing and Medicare coverage concerns, and a perception that management is profit-driven rather than resident-focused. Laundry complaints (lost or mishandled clothing, and clothing being sent home unused) and a lack of responsiveness from administration further undermine confidence.
Facilities and cleanliness: The facility is described as small and campus-like, with some reviewers enjoying courtyard or garden access and ‘‘magnificent’’ views from certain rooms. Rooms are described as small and basic with standard furnishings (closet, TV, nightstand) and some report clean rooms. However, there are repeated reports of serious cleanliness problems: foul odors/body odor in residents, filthy toilets, inconsistent housekeeping, and sheets not changed for extended periods. Temperature control and lighting are also concerns in some rooms (hot rooms, shadowed/dim lighting), and several reviewers noted less-desirable views (parking lot, construction) that affect the living experience.
Dining and activities: Activities and social programming are a clear strength in many reviews. Commenters note a busy schedule with daily activities, field trips, candy bingo, movies, music, exercises, crafts, and outdoor garden time. These programs appear meaningful and appreciated by residents and families. Dining receives mixed feedback: several reviewers praise very good, varied food with substitution options and describe meals as delicious, while others report that meals or promised treats/newspapers were not provided, dietary choices were ignored, or the dining experience was poor. The divergence suggests that dining quality may vary by shift or staffing and that some residents experience consistent, positive meals while others do not.
Notable patterns and concerns: The dominant pattern through these reviews is inconsistency. Many positive elements — compassionate staff, effective therapy, robust activities, pleasant grounds — exist alongside serious and recurring negative reports around basic care and operations: inconsistent meal delivery, weight loss, infestations or infection concerns, laundry and linen mismanagement, and perceived managerial indifference (billing issues, no return calls). Understaffing (especially on weekends) is a recurring explanatory factor cited by families for lapses in care. Given the reports of serious adverse outcomes (infections, significant weight loss, and at least one allegation of death attributable to poor care), these are material concerns that prospective residents and families should investigate further.
Bottom line: WESTHILLS SKILLED NURSING & REHABILITATION shows strengths in rehabilitation/therapy services, social programming, and several compassionate frontline staff members. However, the facility also exhibits troubling and recurrent operational problems — particularly around staffing, cleanliness, consistent meal service, laundry management, and leadership responsiveness — that have led to serious negative experiences for some residents. The reviews suggest that quality may vary considerably by unit, shift, or staff on duty. Prospective residents and families should tour multiple times (including weekends), ask specific questions about staffing ratios, infection control, laundry procedures, meal guarantees, Medicare/billing practices, and follow up with references to verify consistency before admitting a loved one.
