Overall sentiment across the reviews is mixed but leans toward concern. Multiple reviewers recognize warm moments, compassionate care from specific staff members, and meaningful engagement opportunities that create a sense of joy and purpose for residents. Several family members specifically praised pleasant front-desk personnel, some nurses (named and unnamed), and the availability of FaceTime/virtual visits that materially improved resident mood and provided reassurance to families. The facility’s location and occasional festive touches (Christmas decorations) and views were also noted as positives.
Care quality appears uneven. On the positive side, some staff are described as professional, patient, and capable of creating valuable human connection; these caregivers are credited with improving patient demeanor. However, there are repeated and serious concerns about personal care and hygiene for particular residents — reports of stained clothing, unwashed hair, brown debris under nails, and, in more severe accounts, filth and pest odors in rooms. This contrast suggests variability in direct care: while some staff provide compassionate attention, others or some shifts do not maintain consistent hygiene standards.
Staffing and responsiveness are major recurring themes. Many reviewers describe the facility as understaffed and overworked, especially on weekends. Consequences noted include staff who are less accommodating to families, inattentive behavior unless visitors are present, difficulty reaching staff by phone, unanswered calls, and failure to notify families about serious events (for example, emergency room visits or when a resident leaves the building). These communication gaps compound family frustration and raise safety concerns.
Safety and incident handling are prominent red flags. Multiple accounts detail falls and unsafe conditions: an unsecured geri chair, a resident found on the floor bleeding with unclear timing, and reports that staff did not know how long the resident had been down or how the fall occurred. Families also reported lost personal items (hearing aids) with staff unwilling to accept responsibility. Such reports indicate weaknesses in fall prevention, monitoring, incident documentation, and transparent communication with families after adverse events.
Facilities and environment are described as basic and in need of repair in several reviews. Small patient rooms, often without TVs and with residents confined to beds, a cramped dining area, and rooms needing reconstruction were reported. While some reviewers said the facility was clean, others cited disturbing conditions (dead-rat smell, a mouse sighting, and generally filthy rooms). This mixed reporting suggests variability in environmental maintenance between units or shifts, or that some problems are intermittent but significant when they occur.
Dining and activities produce mixed impressions. A few visitors said they were happy with the food, while others described the food poorly. Activities and engagement opportunities are acknowledged — with mentions of ministry-style programs and joyful giving — but there are also reports of residents spending long periods sitting on beds, circular conversations with advanced dementia patients, and limited stimulation because of small communal spaces or understaffing that restricts activity programming.
Management and accountability emerge as areas in need of improvement. Reviewers note management as unresponsive, dismissive when families advocate for care changes, and potentially overly focused on finances. Reports of staff yelling and poor interpersonal interactions further erode trust. Families express that advocacy is challenging and that they do not receive courtesy calls or timely incident reports, which worsens stress for loved ones managing care from a distance.
In summary, Concourse Rehabilitation And Nursing Center shows strengths in individualized compassionate caregiving by certain staff members and in programs like FaceTime visits that demonstrably improve resident mood. However, the facility also presents consistent and serious concerns: inconsistent hygiene and housekeeping, pest reports, understaffing and poor weekday/weekend staffing balance, communication failures with families, fall and safety incidents with inadequate follow-up, and management responsiveness issues. These patterns suggest the facility could benefit from stronger staffing models, improved incident notification protocols, more consistent personal care practices, targeted facility repairs, and clearer accountability from leadership to address safety and cleanliness problems raised by multiple families.
