Overall sentiment across reviews is highly mixed and polarized. Many reviewers praise the facility’s physical plant, therapy team, and certain individual staff members, while a substantial number of reviewers report serious and recurring problems with nursing care, basic hygiene, safety, communication, and management responsiveness. The most consistent positive theme is strong rehabilitation services: physical therapy and stroke rehab are repeatedly described as excellent, effective, and a reason family members felt progress was made. Reviewers frequently singled out therapy staff and a few CNAs and nurses by name for compassionate, professional, and attentive care. The facility’s appearance and amenities — described as hotel-like, colorful, with activity rooms, a salon, and pleasant common spaces — are also commonly noted as strengths, and front desk/reception staff receive repeated praise for being helpful and outstanding.
Despite these positives, the dominant negative patterns are numerous and often severe. Many reviewers describe long call-light wait times and delayed basic care (e.g., 45-minute waits for bedpans, hours left in urine or feces, and delayed restroom assistance). Inadequate bathing, dental care, nail and ear hygiene, and residents being left in wet or soiled clothing are mentioned repeatedly. There are frequent reports of understaffing and high turnover, with night and weekend shifts singled out as particularly problematic. This understaffing is tied directly to many of the neglect and delay complaints: staff stretched thin, CNAs and nurses on personal phones, and residents not checked on periodically.
Clinical and safety concerns appear in multiple reviews and range from medication errors and dosing confusion (including an account of trazodone being increased without adjustment and resulting incoherence) to failures to follow medical orders, delayed labs, poor wound care, and missed or mishandled IV/wound equipment. More severe accounts include hospitalization for low blood sugar and sepsis, GI bleeding requiring transfer, an overdose, delayed notification after head injury, choking episodes with little assistance, and even deaths that families attributed to neglect or poor monitoring. Several reviewers reported finding residents unresponsive in the morning or otherwise severely worsened after periods with limited nursing oversight. Theft of personal items (jewelry, money, shoes, medications) is another recurring and alarming theme.
Communication and management are additional persistent trouble spots. Families describe administration as unresponsive, rude, or absent; discharge meetings are labeled useless by multiple reviewers; and sales or admissions are accused of misrepresenting the level or consistency of clinical care available (for example, promises about cardiac rehab or specific services that were not delivered). Billing disputes, phantom charges for extra days, and difficulties with Medicare or insurance appeals are also reported. While some reviewers noted engaged physicians and proactive social work or outreach, others found doctors and the Director of Nursing (DON) rarely present and leadership lacking accountability.
Dining and housekeeping are described inconsistently: many residents enjoyed the meals and found them hot and varied, and some reviewers praised food and portion size; others reported poor food quality (unseasoned or inappropriate preparations), delayed meal service with no drinks, missing meal items, and problems with pureed meals. Housekeeping is likewise mixed — the facility is praised for looking clean and smelling nice in public areas, but several reviews cite dusty rooms, trash and dirty wipes left in cans, missing trash liners, and overall lapses in room cleanliness.
Activities and social life are frequently noted as positives: organized events (Bingo, board games, arts and crafts, piano music), a library, and a salon contribute to resident engagement. These amenities, combined with strong therapy, are why multiple reviewers recommended the facility specifically for short-term rehabilitation rather than for long-term skilled nursing or custodial care. Several reviewers explicitly said they would choose the facility for rehab stays but recommended caution about long-term placement because of the inconsistent nursing and supervisory care.
In conclusion, The Harrison At Heritage appears to deliver a high-quality therapy and amenity experience in a well-appointed environment and employs many caring individuals who provide strong, personalized support. However, there is a substantial and recurring body of reviews alleging significant systemic problems: inconsistent and sometimes negligent nursing care, understaffing (particularly nights/weekends), poor basic hygiene and housekeeping in resident rooms, medication and safety incidents, theft, and unresponsive or defensive administration. These issues have led to serious adverse outcomes in multiple accounts. Prospective residents and families should weigh the facility’s strong rehab reputation and pleasant environment against the documented concerns about nursing reliability, safety, and administrative responsiveness. If considering The Harrison At Heritage, ask for specific staffing ratios, nurse and CNA turnover metrics, incident and complaint resolution processes, and clear written policies on medication administration, belongings reconciliation, and communication protocols to families during care transitions.
