Overall sentiment across the reviews is strongly mixed and occasionally sharply polarized. Many reviewers describe The Courtyards as a small, home-like community with compassionate individual caregivers and appealing physical features, while a significant number of other reviewers report serious problems with clinical care, management, communication, and safety. The most consistent pattern is variability: some families and residents report excellent, family-like care and amenities, while others report unacceptable lapses that they feel jeopardized resident welfare.
Care quality and clinical issues are among the most frequently cited negative themes. Multiple reviews describe missed or late medications, poor nursing judgment or assessment skills, unanswered call lights, missed showers and personal care, and at times no licensed nurse present. Several reviewers reported medication changes that worsened a resident's condition and poor follow-through on new medical needs. There are also alarming safety reports in a minority of reviews — examples include a claim of a resident being locked in a closet, staff inattentive while on phones, and a reliance on ambulances or emergency room transfers for incidents some families felt were minor. Infection control and pandemic response generated explicit complaints: reviewers alleged a COVID outbreak with staff concealing illness, refusing testing, and PPE problems. These items point to systemic clinical supervision and training shortfalls in at least some locations or shifts.
Staff and management present a bifurcated picture. On the positive side, many reviewers praise aides and direct-care staff as caring, friendly, and willing to go above and beyond. Staff are repeatedly described as pleasant, responsive, and family-like by numerous families. Conversely, management and administrative responsiveness receive substantive criticism: poor communication, unresponsiveness to concerns, dishonesty or broken promises, disputes over billing and post-death pro-rated charges, and alleged financial motives to retain residents or exploit powers of attorney. Some reviewers detail serious allegations such as improper use of a power of attorney and billing conflicts. These administrative complaints often compound clinical worries because families report difficulty obtaining clear answers, timely notifications (for example about relocations to geriatric units), and satisfactory resolution of disputes.
Facilities, amenities, and daily life are also described inconsistently. Positive descriptions emphasize small-community advantages: roomy, bright rooms with attractive bathrooms, backyard gardens and gazebos, an on-site salon, and a general home-like atmosphere. Several reviewers praise the facility cleanliness and maintenance, while others note inadequate room/linen cleaning, laundry mix-ups, temperature control problems, and nonfunctional satellite TV. Dining receives highly mixed feedback: some residents report excellent meals, weight gain and restaurant-like dining experiences; others call the food inedible, served cold, or a “disgrace.” Activities and social programming are present — bingo, church services, games, and outings are mentioned — but frequency and variety appear inconsistent (some report twice-monthly outings, others want more activities). Transportation and medical support also vary by location; some reviewers mention transportation provided and doctors/nurses on call, while others note no transportation and times with no licensed nurse on site.
Cost and value-for-money are recurring themes. Several reviewers list monthly prices around $4,500–$4,900 and express concerns about high cost relative to care quality in negative reviews. Other families find the community affordable or Medicaid-accepted and report satisfaction with overall value. Additional billing complaints include pro-rated post-death charges, daily hospital bed rental fees, and unclear or disputed outstanding balances. Given these varied accounts, financial transparency and contract terms (especially regarding POA use, pro-rated charges, and services included) should be carefully reviewed by prospective residents and families.
Patterns and recommendations emerging from these reviews: the Courtyards tends to be a small, personable alternative to larger facilities with tangible strengths in atmosphere, individual caregivers, and certain amenities. However, there are repeated and serious reports of inconsistent clinical care, understaffing, poor infection-control practices at times, problematic management communication, and billing or legal concerns. These issues appear location- and shift-dependent — some reviewers singled out a particular campus (for example, a Knoxville location was not recommended by some) or night staff for criticism — which suggests uneven implementation of staffing, training, and management practices across the organization.
If considering The Courtyards, prospective families should conduct a thorough, specific evaluation: tour the exact unit and meet day and night staff; ask for staffing ratios and the presence/coverage of licensed nurses; inspect sample rooms, linens, and laundry processes; inquire about medication administration protocols, call-light response times, infection control policies (including COVID testing and PPE practices), and incident reporting. Review the contract and billing practices carefully (ask about pro-rated charges after death, daily equipment rental fees, and dispute resolution). Speak with current families about recent management responsiveness, ask for references from families with similar care needs (dementia, mobility, complex med regimens), and verify transportation and on-call medical coverage for the specific location. The reviews indicate that many residents thrive in this setting, but a notable minority experienced serious negative outcomes — so due diligence and clear, written commitments are essential before placement.
