Overall sentiment across the collected reviews is mixed and polarized. Many reviewers praise the facility for cleanliness, pleasant outdoor spaces, active programming, and pockets of very good clinical and personal care where staff are described as friendly, attentive, and sociable. Several reviewers explicitly state that residents receive the care they need, and note positive common areas (physical therapy, weight rooms, game rooms) and roomy accommodations. At the same time, a substantial set of reviews raises serious concerns about care quality, staffing, infection control, and management practices.
Care quality and clinical concerns are a recurring theme and appear inconsistent. Multiple accounts allege negligent nursing care, delayed responses for basic needs (such as bedpan assistance), undocumented accidents, and instances where patients were left unattended in hallways. There are extreme, serious allegations in some reviews—most notably reports of a roommate death combined with perceived neglect—that contrast sharply with other reviewers' statements of "excellent care." This pattern suggests variable levels of clinical performance across different shifts, units, or staff members rather than uniform quality.
Staff behavior and training emerge as another divisive area. Numerous reviewers commend specific caregivers as compassionate and attentive, but an equal number describe staff as rude, unapproachable, or unhelpful. Reports of staff using cell phones during shifts, poor hand hygiene, and a perceived need for additional training indicate both professionalism and infection-control lapses in certain instances. Understaffing is referenced multiple times and likely contributes to delays, inattentiveness, and inconsistent care; reviewers explicitly link staffing shortages to diminished quality and responsiveness.
Facilities, activities, and amenities receive relatively positive mentions. Multiple reviewers appreciate the facility’s cleanliness (including comments about no odors), ongoing remodeling, tasteful decorations, and attractive outdoor spaces. Activity offerings are frequently highlighted—daily activities, games, and social opportunities—and some reviewers praise the well-organized common areas, therapy spaces, and dining rooms. However, other reviews note crowding, older sections of the building that need updating, and semi-private rooms that may contribute to roommate conflicts, sleep disruption, and privacy/safety challenges.
Infection control and COVID-related issues are prominent concerns. Several reviews cite COVID outbreaks in the facility, extended quarantines of residents in rooms, restrictive visitation policies, and family frustration with management decisions related to infection control. Some reviewers report observing poor hand hygiene and other practices that raise risk. Families express distress about quarantine policies and inconsistent communication during these incidents.
Communication and management practices receive repeated criticism. Reviewers describe lack of communication about incidents, policies, or resident status; perceived cluelessness or unresponsiveness from administrative staff; and restrictive or inconsistent visitation rules that heighten family anxiety. Conversely, some reviewers recall a period under past ownership when their experiences were more favorable, suggesting changes over time that families associate with administrative decisions.
Dining and cost are mixed topics. Several reviewers report good food and an organized dining environment, while others note that meals are sometimes not good. A number of reviewers feel the facility is expensive relative to the care and responsiveness they observed, suggesting concerns about value for money.
Taken together, the reviews portray Westbury Center of Jackson for Nursing and Healing as a facility with substantial strengths in cleanliness, activity programming, and certain staff members or units providing excellent care. However, these positives coexist with significant and repeated concerns about understaffing, inconsistent or negligent nursing care, infection-control lapses, problematic communication and management, and safety issues related to roommate arrangements and resident supervision. The most actionable patterns are (1) variability in staff performance and responsiveness, (2) staffing and training shortfalls that appear to affect basic care and documentation, and (3) communication and policy-related frustrations during infectious outbreaks. Prospective residents and families should weigh the facility’s strong amenities and pockets of excellent care against the documented inconsistencies and serious safety/infection-control complaints, and consider asking targeted questions about staffing ratios, training, infection-prevention protocols, incident reporting, and recent management changes before making placement decisions.
