Overall sentiment is mixed but strongly polarized: a substantial number of reviewers praise Norbert Personal Care for its compassionate staff, active social programming, and clean, welcoming environment, while a smaller but significant set of reviews report serious lapses in care, management disputes, and inconsistent quality across locations. Many families highlight staff who treat residents like family, prompt and attentive caregivers, and a strong activities calendar that helps residents feel engaged. Conversely, multiple reports describe neglectful incidents (e.g., untreated bed sores, choking from incorrect food, delays in pain medication and bathroom assistance) that raise safety concerns and warrant careful scrutiny.
Care quality and staff: The most frequent positive theme is the quality of the caregiving staff. Numerous reviews describe caring, professional, and attentive aides and nurses who go out of their way to make residents comfortable and welcomed. Staff are often credited with smooth move-ins, warm holiday events, and personal attention that improves appetite and mood. Several reviews specifically commend nursing staff, daily nurses, hospice cooperation, and communication from hospice nurses. However, these positive accounts are counterbalanced by reports of inconsistent staffing, slow response times (20-minute delays cited), staff turning off buzzers, dismissive or negative remarks about residents, and at least one report alleging a particular staff member showed extreme negligence. These negative accounts include serious clinical consequences in some cases (bed sores, infections, need for hospital admission), indicating variability in care standards that families should evaluate closely.
Activities and social life: The community is repeatedly praised for its robust activity program: many events, holiday celebrations, and organized social opportunities are highlighted as strengths. Reviewers mention well-planned activities that engage residents and help them form friendships, with some residents becoming actively involved (e.g., helping an activities director). This consistently positive area contributes to many residents’ reported contentment and social well-being.
Dining and nutrition: Dining impressions are mixed but lean positive overall. Several reviewers describe meals as home-cooked, enjoyable, and accommodating to dietary needs, with some noting improved appetite and weight gain. At least one report notes that food quality declined after a cook walked out, and other reviewers report subpar dining experiences. Families should be aware that mealtime quality may depend on staffing stability.
Facilities, cleanliness, and amenities: Many reviewers describe Norbert Personal Care as clean, well-kept, and attractive, with no foul smells, decorated communal spaces, and outdoor areas. Some units include kitchenettes and larger rooms, though numerous reviews state that many rooms are small and some lack private bathrooms. One or more reviews explicitly call out portions of the facility as older and smaller compared to other locations. Cleanliness is largely praised but not unanimous — a concerning minority report soiled linens and clothing and overall poor upkeep in some cases.
Management, contracts, and regulatory issues: Management receives mixed feedback: some reviewers praise an involved owner and committed management team and highlight staff training and a strive-for-excellence culture. Other reviews describe unhelpful staff and management, refusal to work with lower-income clients needing personal care, and disputes over community fees. Notably, there are reports of a contract dispute involving a nonrefundable Community Fee, refund denials, and mention of a DHS licensing agency investigation and bi-annual audits. These procedural and contractual issues are important considerations for prospective residents and families, who should review contracts closely and ask about past complaints and outcomes.
Safety, medical coverage, and suitability: The facility offers 24-hour on-call doctor coverage but not an on-site physician, and hospice services are commended when involved. COVID-era safety measures (vaccinations, social distancing, in-room meals) are noted positively in several reviews. That said, the presence of very serious negative incidents in multiple reviews suggests Norbert Personal Care may not be consistently equipped for residents requiring higher-level medical oversight. Several reviewers explicitly recommend the facility for basic to moderate care needs but caution that it may not be suitable for loved ones who need extensive personal care or close medical monitoring.
Patterns and recommendations: The reviews reveal a clear pattern of generally strong personal care and social programming tempered by variability: many families report excellent, loving care and a supportive environment, while a minority report severe lapses that include clinical neglect and management or contract disputes. The facility appears to vary by location and may have staffing instability at times (including cook turnover and caregiver shortages). Prospective residents and families should: (1) tour the specific location they are considering to verify room size and bathroom availability, (2) ask for recent inspection reports and details on any DHS investigations or corrective actions, (3) review the contract and refund policies carefully, and (4) inquire about current staffing levels, turnover, clinical oversight, and contingency plans for staffing shortages. For many families Norbert Personal Care provides compassionate staff, active programming, and good value; however, the serious negative reports mean due diligence is essential before moving a loved one in, especially if they have higher medical needs.
