Overall sentiment across the reviews is mixed but leans positive regarding hands-on caregiving, rehabilitation outcomes, and the facility's atmosphere. Many reviewers consistently praise the staff as kind, compassionate, professional, and dedicated. Multiple accounts describe staff who go above and beyond — helping residents regain strength and independence, providing encouragement during rehab, and offering personalized attention. Several families report excellent care that led to successful discharges home, clear progress in mobility, and peace of mind while their loved ones were in the facility. The admissions coordinator and specific staff members (named in at least one review) received special recognition for kindness, responsiveness, and expertise.
Facility and daily-life aspects are frequently praised. Reviewers comment that East Troy Manor is very clean and well-maintained, offers enjoyable meals, and creates a home-like environment that honors resident choice. Social and activity engagement is noted positively — residents are included in activities and many families felt their loved ones were part of a community. Transportation support for medical appointments and good family communication were highlighted by several reviewers as practical strengths. A number of comments specifically call out the center’s rehabilitation focus and the staff’s ability to help residents regain function, which appears to be a core strength and recurring theme.
However, important concerns appear in multiple reviews and create a notable pattern that prospective families should consider. Staffing levels and response times are a recurring problem: reviewers reported short-staffing, long waits for call lights, and a call-button system that lacks voice verification or proactive check-ins. Staffing strain is linked in some reviews to overworked employees, perceived indifference from management, and inconsistent care quality — with some families reporting mistreatment or safety lapses. Several reviews describe serious administrative problems, including poor communication, referral denials, failure to follow up, and even holding resident mail resulting in collections. There are also reports of clinical or procedural issues: alleged refusal of UTI testing, being sent to the hospital and not readmitted, and at least one account alleging dishonesty by nursing staff. These items point to gaps in policies, admission/readmission practices, and administrative oversight.
Memory care suitability is another clear pattern: while many residents did well at East Troy Manor, multiple reviewers stated the facility is not an appropriate memory-care setting and that staff and administration were unprepared for dementia-specific needs. In these cases families moved residents elsewhere. Safety concerns including preventable falls and safety deficiencies were reported by some reviewers and should be weighed carefully, particularly for residents with mobility or cognitive impairment.
In sum, East Troy Manor shows strong, consistent strengths in day-to-day caregiving, rehabilitation outcomes, cleanliness, and the personal dedication of many staff members. Those positives are significant and led many families to highly recommend the facility. At the same time, recurring negatives around staffing levels, call system responsiveness, administrative disorganization, inconsistent policies around testing/admissions, and limitations in memory-care readiness are important and substantive. Prospective residents and families should meet with leadership to ask specific, current questions about staffing ratios and schedules, call light response protocols (and whether the system includes voice/check-ins), memory-care capabilities and training, admission and readmission policies (including clinical testing procedures), mail handling, and recent measures taken to address safety incidents and communication breakdowns. Doing so will help determine whether the facility’s strong clinical and interpersonal strengths align with the specific needs and safety requirements of the prospective resident.
