Overall sentiment across the reviews for Lackawanna Health and Rehabilitation Center is strongly positive, with repeated emphasis on compassionate, attentive care and a clean, comfortable environment. Families repeatedly highlight the kindness and professionalism of nurses, CNAs, and therapists, saying staff go above and beyond to make residents feel at home and to maintain their dignity. Multiple reviewers reported peace of mind about their loved ones' care, explicitly recommending the facility and stating they would return for respite or hospice services.
Clinical care and daily hands-on support are consistent strengths. Reviewers specifically mention nurses and therapists taking good care of residents, clear improvements in resident communication (for example, a dad speaking more clearly), and comfortable, well-appointed rooms that are personalized with familiar photos and belongings. Hospice and end-of-life care are noted positively, with families feeling supported during those times. The patient business office and administrative staff receive praise for being patient and professional.
Operations, admissions, and family-facing coordination are another area of strength. Several reviewers singled out the admissions and marketing team — in particular, Joe Liberatore — for proactive planning, responsiveness, and personal assistance in setting up short stays and coordinating care. Families appreciated regular updates about resident status, especially during COVID-19, when the facility provided video chats and frequent status reports to maintain contact. Specific examples of family-oriented accommodations include phone access so relatives can hear loved ones, returned personal items like pictures, and staff who go out of their way to help with move-in and setup.
The facility environment and programming receive favorable comments: reviewers describe the building as immaculate and spacious, note that there are lots of activities, and say residents appear engaged and happy. Snack availability and weekly deliveries of goodies were repeatedly mentioned as small but meaningful touches that contribute to resident satisfaction and a homelike atmosphere.
Notwithstanding the many positives, there are a few recurring concerns. Several reviews mention visitation disruptions caused by COVID-19 restrictions — an external but impactful factor on family experience. Operational issues mentioned by multiple reviewers include delays in delivering personal belongings (items left at the desk and a cited three-day delay) and at least one report of an unresponsive phone system. There are isolated comments about unhelpful or rude staff and that staff can be busy, which suggests occasional lapses in responsiveness or customer service. These negative notes are far fewer than the positives but are important patterns for management to address to ensure consistently high family satisfaction.
In summary, Lackawanna Health and Rehabilitation Center is perceived by reviewers as a caring, well-run facility with strong clinical staff, proactive admissions/marketing leadership, and an environment that emphasizes resident happiness and comfort. The most frequently praised elements are the compassion and competence of caregiving staff, clear communication (especially during COVID-19), and the cleanliness and activity programming. The main areas for improvement are logistical responsiveness — particularly timely delivery of belongings and phone communication — and addressing the occasional reports of unhelpful interactions. Overall, the dominant theme is trust: many families feel their loved ones are in "safe hands" and would recommend or reuse the facility for respite or hospice care.
