Overall sentiment in the reviews for North Auburn Rehab & Health is strongly mixed, with sharp polarization between accounts of excellent, individualized care and serious allegations of neglect, poor hygiene, and mismanagement. A sizable portion of reviewers praise the therapy team, certain nurses and CNAs, and compassionate admissions and office staff. These positive reports often describe effective physical and occupational therapy that led to improved mobility or discharge home, thoughtful social work support, a welcoming admissions process, and a comfortable, home-like environment in some units. Several staff members are singled out by name for exemplary care (for example, Marta the PT, Wei and Brandon in therapy, Jeannette the LPN, and CNAs such as Stephan, Litanne, Ebony and Steven), and some families strongly recommend the facility based on these experiences.
However, an equally substantial set of reviews raises serious concerns about clinical care, cleanliness, and operations. Common recurring complaints include pervasive urine odors, filthy rooms and bathrooms, unchanging or soiled linens, sticky or unclean floors, and patchy maintenance throughout the building. Multiple reviewers report delayed or ignored call buttons, prolonged waits for assistance (including being left in soiled diapers), and medication problems ranging from late doses to alleged mismatches and outright missed medications. There are several reports of oxygen equipment not functioning properly, delayed escalation of medical issues (including late transfers to the emergency room), and lapses that reviewers connect to bedsores, infections, or delayed wound/staple care. These are serious clinical safety concerns that appear repeatedly and weigh heavily against the positive therapy narratives.
Staffing and culture appear inconsistent across shifts and time. Several reviewers describe warm, compassionate, and attentive day staff, therapists, and managers; conversely, many accounts point to rude, disengaged, or untrained aides, high turnover, and night-shift behaviors that families perceive as 'money-driven' or neglectful. Communication is a common theme: some families commend responsive office personnel and social work, while others describe poor communication, unanswered callbacks, confusing billing, unexpected charges (including complaints about discharge meeting fees and counseling fees), lost paperwork, delayed move-out procedures, and even alleged double-billing after discharge. The phone/communication systems themselves are noted to have failed in some instances, leaving residents unable to make or receive calls for extended periods.
Facility maintenance, housekeeping, and dining are additional mixed areas. Positive reviews mention fine-dining options, menu customization, variety of beverages, lounges and a café, and meaningful activities (chair yoga, cards, bingo, movies). Yet many reviewers report poor food quality, late meals, failure to coordinate dialysis-related meal timing, and limited dietary accommodation at times. Housekeeping complaints are frequent and vivid: filthy bathrooms, piles of dirt, urine on floors, and unemptied or overflowing issues. Management turnover and new administration are mentioned as potential turning points in some reviews, with several families noting improvements in cleanliness, staff morale, and responsiveness under new leadership. Those accounts suggest that changes at the top have had a positive impact where implemented.
A notable pattern is the facility's variability — care and conditions appear to fluctuate by unit, shift, and who is on duty. That variability produces strongly divergent family experiences: some report outstanding rehabilitation, compassionate end-of-life/hospice care, and an easy return home; others report neglect, safety lapses, lost belongings, and consideration of legal or regulatory action. Names of consistently praised staff indicate that there are pockets of high-quality caregiving, but the repeated operational and safety complaints indicate systemic issues that warrant scrutiny and corrective action (cleaning protocols, staffing levels and training, medication administration processes, equipment maintenance, reliable communication/phone systems, and transparent billing).
In conclusion, reviews reflect both clear strengths and serious weaknesses. Strengths center on therapy effectiveness, committed individual caregivers, compassionate admissions and social work, and some pleasant communal spaces and dining options. Weaknesses include chronic cleanliness and maintenance problems, inconsistent staffing and training, medication and medical escalation failures, poor communication, and billing concerns. Prospective residents and families should weigh this mix carefully: if considering North Auburn Rehab & Health, ask specific questions about current administration, recent quality improvement actions, staffing ratios on the relevant units/shifts, cleaning schedules, medication safety procedures, phone and emergency call-button reliability, and verify references from recent families who had similar care needs. If you are a current family member, documented complaints to facility leadership and local regulators may be warranted given the recurring safety-related themes in these reviews.
