The six reviews present a sharply mixed picture. One family described a resident who had lived at The Upjohn for over a year as happy and feeling safe, and praised staff for being kind and generous. Another reviewer offered a brief positive impression, while a family supporting a short-term rehabilitation stay specifically valued a CNA. In contrast, several detailed accounts raised concerns about responsiveness, resident assistance, staff communication, and management follow-through.
Care concerns center on delays in answering call lights and helping residents with mobility, including during evenings and weekends. Families also described fall-prevention concerns and difficulty reaching staff by phone. One family raised concerns about medication coordination at discharge. These accounts suggest that the consistency of care and assistance may vary, and families may wish to ask about staffing coverage, response procedures, fall-prevention practices, and medication reconciliation.
Staff experiences were notably different across reviews. Positive comments recognized kindness and individual CNA support, while critical accounts described communication with some staff and leaders as dismissive or unprofessional. Families also reported difficulty getting concerns addressed or receiving follow-up after escalating them. Dining feedback was negative in one account, which described low food quality. That same family said the resident was not routinely invited to activities despite expressing interest, so opportunities for participation may warrant discussion.
Facility and access concerns included inconsistent bathroom cleanliness in one account, difficulty reaching the facility by phone, and delays entering when the front door was secured. These concerns were not raised across all reviews, but they add to the reported access and communication issues. Overall, the positive long-term experience and praise for individual caregivers contrast with several accounts describing operational inconsistencies; prospective families may benefit from asking about current staffing, communication channels, activities, dining, and how concerns are documented and resolved.
