Overall sentiment: Reviews for The Lev at San Antonio (Offers In-House Hemo Dialysis) are highly mixed, with many strong positive reports about individual staff members, therapy outcomes, and administrative support contrasted by numerous serious negative accounts describing neglect, understaffing, safety incidents, and cleanliness problems. The pattern is one of stark variability: several families express gratitude and confidence in the facility’s care and coordination, while others report harm, poor responsiveness, and systemic failures.
Care quality and clinical issues: A central theme is inconsistent care quality. Numerous reviewers praise nurses, CNAs, and therapists as caring, attentive, and professional; several named staff and leaders (nurses, DON, social workers, and therapists) are singled out for exemplary communication and support. These accounts note effective rehabilitation, proactive family communication, good outcomes for therapy patients, and compassionate end-of-life transitions. Conversely, multiple reports describe unacceptable neglect — residents not bathed for days, soiled diapers, delayed assistance with call buttons, failures to document falls or medications, reported bedsores, dehydration, and even a police investigation into a death. Serious safety events (patient falls, head injuries requiring hospitalization) and medication management problems (refusal or delay in providing prescribed medication) are recurring and significant concerns.
Staffing, responsiveness, and management: Many positive reviews credit administration and select leaders with being helpful, responsive, and facilitating smooth transitions (admissions, Medicaid, hospice). However, a sizable number of reviews describe chronic understaffing — particularly at night — long phone-hold times, unanswered phones, and slow or non-existent responses to call buttons. These operational failures contribute to reports of neglect and patient harm. There are also allegations of unprofessional behavior by specific staff (e.g., offensive remarks) and reports of perceived favoritism. The coexistence of highly praised staff members and severe complaints suggests inconsistent practices across shifts or units and uneven staff performance.
Rehabilitation, therapy, and specialized services: Therapy and rehabilitation are frequently cited as strengths. Many families mention therapists who “go the extra mile,” positive rehab outcomes, and staff persistence in helping residents recover mobility. The presence of an on-site hemodialysis clinic is an important positive for dialysis patients. Yet some reviewers report a lack of a rehab gym or inadequate therapy for certain residents, and at least one account claimed a resident was not provided promised rehab and became bedridden. This again points to uneven service delivery depending on the patient, unit, or timing.
Facilities, cleanliness, and dining: Descriptions of the physical environment vary widely. Several reviewers describe the facility as bright, clean, and cheerful with a shaded courtyard and secure reception. Others report severe facility and hygiene problems — roaches, foul-smelling hallways, filthy conditions, and wet or poorly prepared meal trays. Dining reviews are similarly split: some praise the cafeteria and food quality, while others describe burnt or raw meals, cold food, and unappetizing preparation. Reports of CNAs smoking or vaping in resident rooms raise serious infection-control and professional conduct issues.
Safety and security: Safety concerns recur across many negative reviews: missing or stolen belongings, unsecured residents congregating near the nurses’ station, lack of requested safety equipment (bed rails, Hoyer lift harnesses), delays getting residents to the bathroom or providing bedpans, and wheelchair/charging issues. Some families report patient deterioration (pneumonia, dehydration, bedsores) that they link to lapses in care. Accessibility and entry issues (locked doors without staff to unlock) have also been noted.
Communications and family experience: For families who report positive experiences, communication is highlighted as a major strength — staff who proactively update families, schedule appointments, and coordinate transitions. Several reviewers explicitly state they felt reassured or would recommend the facility. However, many families report poor communication, unreturned calls, and a sense of being ignored or treated as 'a number.' These divergent accounts emphasize that family experience at this facility is uneven and may depend heavily on individual staff assigned or specific units.
Patterns and likely causes: The contrast between highly positive and deeply concerning reports suggests inconsistent staffing levels, variable leadership presence, or uneven adherence to policies across shifts or units. Frequent mentions of night-shift understaffing correlate with many serious incidents (missed calls, falls, lack of bathing). Praise for particular staff members indicates that where engaged, trained, and present, the team can deliver strong clinical care and family support. Where those elements are lacking, outcomes can be poor and even dangerous.
Bottom line: The Lev at San Antonio has demonstrable strengths — dedicated therapists, an on-site dialysis clinic, committed individual staff members, and positive rehabilitation experiences for many residents — but also serious, recurring complaints about understaffing, neglect, safety lapses, cleanliness, and inconsistent care. Prospective residents and families should weigh the positive testimonials about therapy and certain staff against multiple reports of negligence and safety concerns. If considering this facility, ask specific, current questions about staffing ratios (especially nights), fall-prevention protocols, infection-control and housekeeping procedures, medication management policies, documentation practices, and the unit-specific experience for the prospective roommate/wing. Visiting in person, meeting the specific care team, and seeking recent references from current families may help assess whether the facility’s strengths are consistently applied to a particular resident’s care.
