Overall sentiment is highly mixed, with clear patterns of both strong rehabilitation care and troubling long-term care concerns. Many reviewers praise the facility’s rehab services — therapists (PT/OT) and the therapy gym receive frequent positive mentions, with measurable recovery examples (for instance, residents regaining mobility or taking steps after long immobility). Reviewers also commonly note helpful, compassionate individual staff members, successful short-term stays, and accommodating family communication in many cases. Activities, holiday events, therapy animals, and an active therapy program contribute positively to residents’ well-being when staffing and management are functioning well.
However, a large and consistent set of negative themes appears across reviews, producing serious red flags. Numerous accounts describe neglectful care in long-term units: residents reportedly left unbathed, diapers not changed for long periods, hair and teeth not maintained, and feeding assistance inadequate to the point of perceived starvation in some cases. Several reviewers documented falls, bruising, unmanaged infections, and poor infection control (including COVID outbreaks and criticized visitation policies). There are many reports of long call-button response times, especially overnight, and chronic understaffing appears to be a root cause of many of these problems. The dementia/Alzheimer’s area is repeatedly described as noisy, chaotic, and unsafe, with roaming patients and frequent safety incidents.
A prominent and recurring complaint is loss or theft of personal belongings: missing clothing, blankets, dentures, shoes, and in one review even a pet reportedly went missing. These incidents, combined with reports of poor documentation and lack of accountability from management, leave families frustrated and distrustful. Administrative responsiveness is another major concern — numerous reviewers say administrators and management are unresponsive to calls and complaints, failed to perform doctor-ordered testing, or provided unclear communication about care plans and medications. One reviewer attributed a sharp decline in conditions to a management change (SaberHealth takeover in 2019), suggesting quality may have shifted with ownership/leadership changes.
Medication management and clinical consistency were also criticized. Reports include inappropriate administration of controlled medications (Percocet mentioned), unclear medication records, missed or delayed medications, and staff failing to follow physician orders. Several reviewers described being pressured about paperwork or outcomes tied to payment (e.g., residents moved or asked to leave after Medicare stops paying), and a troubling report about power-of-attorney/funds control limiting withdrawals suggests possible financial-administrative friction with families.
Facility condition and cleanliness are inconsistent across reviews. Some families described clean grounds, tidy lobbies, and well-maintained therapy spaces, while many others reported dirty rooms, strong odors, unclean commodes left for days, sunken mattresses, and cramped rooms with tight wheelchair spaces. Dining quality is similarly mixed — while some praise the meals and treats, others describe food as inedible or disgusting. Pet presence is a positive for many residents (therapy animals, visiting dogs and cats) but contributed to concerns in a few accounts about hygiene and pets in resident rooms.
Staffing and culture appear uneven: multiple reviewers praise particular staff members by name (Tina, Jean, Quiana, and others), describing compassionate, attentive care and long-tenured employees who provide stability. At the same time, numerous reviews describe rude, uncaring, or even abusive aides and CNAs; some accounts go as far as alleging tolerated abuse. This divergence suggests significant variability by shift, unit, or staff cohort. The best experiences are characterized by engaged, communicative teams who involve families in plans and provide thorough rehabilitation; the worst experiences involve neglect, poor hygiene, lost property, and ignored complaints.
In conclusion, Caring Heights Community Care and Rehabilitation Center presents a polarized picture: it can deliver excellent rehabilitation outcomes and host dedicated, compassionate staff, but it also has multiple recurring, serious deficiencies in long-term care, staffing, safety, cleanliness, administration responsiveness, and accountability. Families considering this facility should weigh the strong rehab reputation and positive staff reports against the documented safety and neglect concerns, ask detailed questions about staffing levels (especially overnight), loss-theft policies, infection-control procedures, medication management protocols, and how complaints are handled. If possible, request references from recent families of long-term residents, visit multiple units across shifts, and document agreements in writing regarding care expectations and property accountability before placement.
