Overall sentiment in these reviews is mixed but leans positive for non‑clinical, hospitality, and community aspects while revealing serious and recurring concerns about clinical care, staffing levels, communication, and some maintenance/safety issues.
On the positive side, reviewers consistently praise the facility’s ambience, grounds, and physical plant. Multiple comments describe the building as beautiful, well maintained, clean, and comfortable with spacious rooms and attractive common areas. The dining program receives frequent commendation: reviewers mention delicious meals, an accommodating kitchen team, quick servers, and thoughtful service for special occasions. Activities programming is another strong theme — residents and families note extensive, varied activities, musical talent, hymn groups, outings, and holiday events (Easter brunch), contributing to a vibrant, family‑like community. Therapy services and efforts that improved mobility for some residents are also highlighted. Across many reviews staff are described as friendly, caring, professional, and welcoming; specific leaders (Executive Director Kayla, Director of Sales Leslie) and maintenance staff (Kevin, Steve) are singled out for exemplary responsiveness and problem‑solving.
However, a consistent counterpoint is the presence of clinically serious complaints. Several reviewers report nursing staff shortcomings, medication mismanagement, dismissive responses to medical concerns, and an overall decline in quality of care tied to understaffing and leadership problems. Specific and troubling examples include residents’ clothing not being changed, residents left sitting in filth, high fall risk incidents, water on bathroom floors, and broken showers with delayed repairs. These are not isolated to administrative inconvenience; they represent health and safety concerns that led at least one family to relocate their loved one to another facility. Complaints about medication handling and nursing procedures were serious enough that a letter was sent to corporate in one case.
Communication and management issues form another recurring theme. Multiple reviewers mention move‑in promises that were not kept, unexplained price increases, and the need for family members to follow up repeatedly to get issues addressed. Leadership turnover (a director leaving) is noted to have corresponded with a perceived decline in care quality for some residents. At the same time, other reviewers credit specific managers and administrators with being informative, helpful, and actively engaged — reinforcing the impression that experiences vary depending on staff on duty and recent management stability.
Taken together, the pattern suggests a facility that excels at hospitality, social engagement, dining, and creating a warm community environment, with many staff members who are compassionate and effective — especially in visible, service‑oriented roles (kitchen, maintenance, activities, housekeeping). Simultaneously, there are repeated red flags around clinical nursing coverage, medication management, hygiene, and some maintenance/repair response times, often linked to understaffing or inconsistent leadership. Prospective residents and families should weigh the strong community and lifestyle benefits against the reports of clinical and safety lapses. Practical next steps before committing would include: asking for current staffing ratios and turnover rates, requesting recent incident/repair logs and medication error protocols, touring multiple rooms (and requesting photographs of actual available units), meeting the on‑shift clinical staff, and clarifying contract terms including fee increase policies and specific move‑in expectations.
In summary, Hearthstone Senior Living appears to offer a warm, active, and well‑maintained environment with many dedicated and praised staff members and strong hospitality features. However, significant concerns about nursing consistency, medication management, hygiene, communication, and repair responsiveness are present in multiple reviews and merit careful investigation by families considering placement. The facility shows strengths that can make it an excellent fit for many residents, but it also has documented weaknesses that could have serious consequences if not addressed or monitored closely.
