Overall sentiment about Monument Health Richfield is highly mixed, exhibiting strong positive experiences for many families and very serious negative incidents for others. A substantial portion of reviews praise the facility for being clean, comfortable, and well-run at times, with specific staff members and departments receiving repeated praise. Families reported compassionate, attentive caregivers, effective skilled nursing and physical therapy, engaging activities, and supportive end-of-life care. Multiple reviewers highlighted an excellent activities program (crafts, cooking classes, singing groups, resident-initiated games, newspaper facts, and regular spiritual services), which contributes to resident enjoyment, socialization, and perceived quality of life.
Staff performance is a dominant and polarized theme. Many reviews describe staff as friendly, professional, kind, and patient — with names like Anna, Aspen (in memory care), and Dr. Curtis called out for positive contributions. Several reviewers said staff provided clear communication, informative updates, and explanations of disease progression, and that their loved ones received timely medications and prompt physical therapy. These positive accounts often include specific praise for administrators and activity coordinators who are engaged, approachable, and helpful, and for support staff who keep rooms and common areas spotlessly clean.
Conversely, a consistent set of serious concerns appears across multiple reviews. Several families reported neglect of basic personal care (failure to bathe or shave, teeth not brushed, residents left in hospital gowns or with curtains drawn), which directly contradicts the accounts of attentive caregiving and indicates inconsistency. Safety complaints are especially alarming: reports include falls (a fall from a wheelchair), pressure injuries/bedsores, a denture mishap involving adhesive (Fixodent), and at least one account of an allegedly near‑fatal event that required an emergency department transfer and ICU/ventilator support. Some reviews explicitly described staff as inexperienced, inefficient, disorganized, or even dangerous — with specific examples of unresponsiveness from on-duty nursing (an RN named Wayne is mentioned in a negative context by one reviewer).
Operational and administrative issues recur in the reviews. Families reported billing mistakes, delayed or poor communication, unreturned calls, mishandling of personal belongings, and lack of emergency contact responsiveness. There are several accounts of management being unresponsive to complaints, money-focused, or otherwise uncaring; in one case, conflict escalated to legal documentation and claims of false accusations by staff. Understaffing is frequently mentioned as a root cause of variability in care, leading to periods when resident needs appear unmet. Memory care receives mixed ratings — while some reviewers explicitly praise loving, attentive memory care staff, at least one reviewer called the memory care area a "dump," suggesting significant variation by unit or shift.
Dining and quality-of-life programming are often cited as strengths: reviewers mentioned enjoying the food, complimented creative activities and social opportunities, and credited the program for promoting friendships and resident autonomy. Physical therapy and rehabilitation services are also highlighted as prompt and effective in multiple accounts. These consistent positives suggest that clinical and recreational programming can be strong when staffing and management functions align properly.
In summary, Monument Health Richfield shows a pattern of high variability. When staffing levels, training, and management oversight are effective, families report excellent, compassionate care, robust activities, clean living spaces, and good clinical services. However, there are recurring and serious reports of neglect, safety lapses, operational failures, and concerning management behavior that have led to emergency medical situations, family distress, and formal complaints. Prospective residents and families should weigh both the positive testimonials and the severe negative incidents. Recommendations would be to ask the facility specific questions about staffing ratios, medication and personal-care protocols, incident reporting and resolution processes, administrative responsiveness, and to seek recent references from other families or an on-site visit during multiple shifts to assess consistency of care before making placement decisions.
