Overall sentiment across the reviews is mixed but centers on two consistent themes: the frontline caregiving staff are widely praised for kindness, attentiveness, and forming family-like bonds with residents, while systemic problems — particularly understaffing, administrative failures, and medical oversight issues — have led to serious negative experiences for other families.
Care quality and direct caregiving: The largest body of positive feedback concerns CNAs, nurses, and other direct-care staff. Many reviewers emphasize that staff are compassionate, respectful, and treat residents like real people. Multiple comments describe staff going above and beyond, responding promptly to paging, fulfilling requests, and working collaboratively with families to address concerns. These reports portray a warm, comforting, and person-centered caregiving culture in day-to-day interactions, and several families state their loved ones are happy there.
However, there are multiple and consistent reports of critical lapses in care that cannot be overlooked. Several reviewers allege neglectful incidents — specifically residents being left unattended in bathrooms or on toilets for 20–30 minutes — and at least one reviewer reports a resident fall with a fatal outcome after not receiving timely help. These kinds of safety incidents, combined with allegations of intimidation, dishonesty, and bullying by some staff members, create a strong counter-narrative to the otherwise positive descriptions of frontline caregivers.
Medical care and oversight: A frequent complaint involves physician availability and coordination. Reviewers report canceled or rescheduled doctor appointments without family consultation, brief or rare doctor visits, and long waits for medical attention. Some reviews state that appointments were changed illegally or that power-of-attorney directions were ignored. These problems point to weaknesses in clinical management and communication between the facility, external clinicians, residents, and families.
Administration, communication, and regulatory concerns: Several reviews cite management and administrative shortcomings — poor communication (worsened during COVID), billing pressure related to Medicaid, and a perceived focus on finances over resident well-being. A number of reviewers describe attempts to escalate issues, distrust of administration, and at least one mention of a regulatory health investigation. A few reviewers explicitly state intent to pursue legal action, reflecting the severity of their concerns. At the same time, other reviewers describe experienced leaders who work with families, indicating inconsistency in perceptions of administration.
Facilities, activities, and environment: Many reviewers praise the facility as clean and pleasant, with a safe environment, good food, and a social calendar that includes activities, celebrations, and multiple church services. The small size of the facility is repeatedly noted as a benefit for personalized attention and strong bonds. Conversely, some reviewers report that activities were reduced after COVID and that parts of the facility are worn and in need of remodeling (carpet in commons areas was specifically suggested for removal). There are also comments that costs are high and that the location may be inconvenient for some families.
Patterns and overall assessment: The dominant pattern is a split between consistently high marks for direct caregiving staff and recurring, potentially serious problems at the system level (staffing levels, medical oversight, administration, and billing practices). Many families have positive experiences focused on kindness and responsiveness of front-line workers; others report traumatic safety failures and administrative behaviors that undermine trust. Prospective families should weigh the clear strengths in compassionate daily care against documented risks tied to understaffing, inconsistent medical coverage, and reported administrative/accounting pressures. For any family considering Rolling Hills Healthcare, it would be prudent to ask specific questions about current staffing levels, physician coverage/coordination, recent regulatory actions, and how the facility has addressed past complaints before making a placement decision.
