Overall sentiment in the reviews for Marlborough Hills Rehabilitation & Health Care Center is highly mixed, with distinct pockets of strong performance—most notably in rehabilitation and among particular staff members—contrasted against systemic and recurring problems in long-term care, staffing, safety, and communication. A substantial number of reviewers praise the facility's PT and OT departments as top-tier, describing measurable functional gains, improved mobility, and therapists who push patients appropriately without being harsh. Social workers and certain counselors are also frequently singled out for meaningful support, helping residents with coping skills, confidence, and family communication. Several named staff (examples include Kerlande, Carolynn, Nancy, Bernice, Miatta, Fatu, Joe, Susan, and Brenda) receive repeated recognition for compassionate, attentive care, which appears to make a significant positive difference for many residents and families.
Despite these strengths, numerous and serious concerns recur across reviews. A dominant theme is inconsistent care quality; some units and shifts deliver attentive, professional care while others appear severely under-resourced and inattentive. Multiple reports describe chronic understaffing or skeleton staffing, long delays responding to call lights, residents left unclean or in soiled linens for extended periods, and instances of patients being found on the floor. Medication management issues are also reported repeatedly, including missed doses, nurses forgetting medications, and even medicine stockouts. Theft of resident belongings is mentioned multiple times, and families describe unresponsive administration, poor follow-up, and inconsistent explanations when such incidents occur.
Cleanliness and environment are another divided area. Several reviewers report clean rooms, professional housekeeping, and a pleasant exterior, while many others describe offensive smells (feces and cigarettes), filthy conditions, inadequate supplies (including wheelchairs), and inadequate sanitation following critical events like a roommate death. These contradictory reports suggest variable performance across units or times of day. Safety and dignity concerns are among the most alarming themes: allegations range from confinement and neglect in the long-term care unit to claims of abuse, repeated falls, restricted family visits, and even a reported resident suicide. Some reviewers characterize the long-term care unit as a 'warehouse' for elders, citing hallways lined with seated residents, lack of stimulation, and minimal activity engagement for certain residents.
Dining and daily life produce mixed feedback as well. Several reviewers praise varied menu options, mention favorites such as vegetable lasagna and meatloaf, and call the food 'very good' in some cases. Other families describe the food as horrible, report weight loss in residents, and say that diabetic care and blood sugar management were inadequate. The activities program and recreation staff receive frequent positive comments; theme nights, holiday dinners, offsite visits, and an active schedule are highlighted as sources of companionship and joy. Conversely, some residents in the long-term unit are described as having little stimulation and being confined to chairs with few meaningful activities.
Management and communication show improvement in some reports but are a consistent area of complaint for others. A noted management change led to measurable improvement in staff professionalism and happier, more welcoming staff in some instances. However, many families report difficulty reaching staff by phone, unresponsiveness from administrators, inconsistent information, and suggestions of cover-ups or poor incident reporting. Social services are praised when helpful but described as demanding or difficult to work with in other accounts. There are multiple reports of unexplained transfers or relocations, restricted visitation imposed by proxies, and confusion around residents' whereabouts.
In short, Marlborough Hills appears to deliver excellent short-term rehabilitation services and has a number of caring, committed individuals who provide high-quality personal care and social support. Those strengths coexist with significant and repeated reports of understaffing, inconsistent hygiene and safety practices, medication and theft incidents, poor communication from leadership, and troubling conditions in parts of the long-term care unit. The pattern suggests that the facility may perform very well for certain services (rehab, therapy, select care teams) but struggles to maintain consistent, safe, and dignified long-term care for all residents. Prospective residents and families should verify the specific unit and care team, ask about staffing ratios and incident history, tour multiple parts of the building at different times of day, and confirm policies on laundry, belongings, medication management, and family communication before making placement decisions.
