Overall sentiment across the reviews is mixed to negative with some notable improvements and strong individual performers. Several reviewers praise recent leadership changes — specifically a new Executive Director with an open-door style — and identify an ‘‘amazing’’ Director of Nursing, a hardworking nursing department, and an outstanding activity director and social worker. Multiple reviews highlight an increase in quality over the past three months, better food recently for some residents, the institution of monthly family nights, and a generally active programming calendar (crafts room, Sunday preacher, courtyard/outdoor access). Some families describe initial excellent care and attentive, privacy-respecting staff and note that rooms can be kept clean and pleasant when staff are engaged.
However, a substantial portion of the feedback raises serious operational and clinical concerns. Recurrent themes include poor communication from management (not returning calls, delays, avoidance) and abrupt clinical changes without family notification (physical therapy stopped without notice, room moves, and patients shuffled between rooms). There are repeated reports of staff being unresponsive, ignoring residents, or being rude and unprofessional. Several reviewers describe understaffing or inconsistent staffing levels that appear to undermine care continuity and resident attention.
Clinical safety and quality issues are among the most serious complaints. Reviews allege slow responses to pain, inadequate medical follow-up, questionable prolonged medication use, and in the most severe cases bed sores, sepsis, and death attributed to neglect or unsafe care. Falls (including falls on a resident’s first day) and reports of residents being physically shuffled between rooms increase the appearance of unstable oversight. Some reviews also call out staff behavior that crosses professional boundaries: speaking poorly about residents and failing to adhere to infection-control measures during COVID in at least one account.
Facility and environmental comments are mixed. Multiple reviewers note cramped, older semi-private or two-person rooms with limited storage and personal space, while others call rooms clean and well-kept. Complaints about a lingering bad odor and general cleanliness were raised alongside praise for the courtyard and outdoor activity options. Dining receives widely varying feedback: some say food has improved recently, but many describe meals as poor quality — chopped, repetitive, and insufficient in portion size.
Management and administrative practices are a clear dividing line in the feedback. While the new Executive Director and involved administrator receive credit for being caring and accessible, others describe persistent management failures: not returning family calls, lack of transparent communication around care changes, and unresolved billing issues. There is a pattern where some staff and departments are singled out positively (DON, social worker, activity director), indicating strong individual performers within a facility that otherwise shows uneven performance.
Patterns and recommendations based on the reviews: there appears to be a recent positive trend tied to leadership change and specific high-performing staff, but systemic issues remain. The most urgent concerns are clinical safety (falls, bedsores, sepsis), inconsistent communication with families and POAs, and staffing levels/engagement that affect day-to-day resident care. Prospective families and advocates should verify clinical quality measures, staffing ratios, and incident histories; confirm how the facility notifies POAs of clinical changes; and ask what systemic changes the new Executive Director has implemented and plans to maintain. For facility management: prioritize transparent communication protocols, strengthen clinical oversight and physician follow-up, audit infection control and fall-prevention measures, address environmental problems in shared rooms, and investigate reported neglect and billing complaints. Overall, while there are encouraging signs of improvement and strong individual staff members, the reviews collectively point to uneven care quality with some serious safety and communication failures that merit close scrutiny.
