Overall sentiment in the reviews for New Carlton Rehabilitation & Nursing Center is strongly mixed and highly polarized. A substantial portion of reviewers praise the facility for its rehabilitation capabilities, compassionate nursing and therapy staff, and specific conveniences that support resident comfort and recovery. These positive reviewers highlight comprehensive and tailored rehab programs, effective short-term physical therapy outcomes, well-equipped therapy spaces, and staff who take time to know residents and provide detailed check-in reports. Several families reported feeling reassured by thorough admissions, pandemic safety procedures, and respectful, attentive nursing care that delivered peace of mind. On-site amenities that received consistent positive mention include prepared meals, menu variety and snacks, on-site barber and optometrist services, TVs and tablets with free Wi‑Fi, and twice-weekly laundry service. For many visitors and families, the building and rooms were described as clean, well-maintained, and conducive to recovery.
Contrasting those positives, another sizable group of reviews describes deeply concerning conditions and behaviors. These include allegations of neglect (for example, failure to change urine bags or catheters), unresponsive or rude staff, and even claims of fatalities and serious safety problems. Multiple reviewers portray parts of the building as extremely old, dilapidated, and musty, with pervasive urine odors, pest sightings (mice and roaches), clogged drains, and visible disrepair. Some accounts describe a "prison-like" environment with locked-up areas and restricted visitor access, while other reviewers say residents appear bored, sedated, or in a poor mental state. There are also serious governance and compliance concerns reported by reviewers — references to potential HIPAA/OSHA/DHR issues, secretive operations, and accusations that management prioritizes insurance money over patient care.
A key pattern emerging from these summaries is inconsistency: many positive comments focus on particular staff members, short-term rehab stays, or specific floors/units (some reviewers explicitly say the first floor looks fine), whereas the negative reports often describe different wings, times, or systemic failures. This variability suggests that experiences may depend heavily on which unit a resident is on, which staff are on duty, or whether the stay is short-term rehab versus long-term custodial care. Several reviews mention management and newer dedicated staff efforts to address past problems, indicating possible attempts at improvement, but other reviews assert that problems persist or that fixes are cosmetic rather than systemic (for example, masking odors with strong perfumes).
Dining and daily care are also mixed themes. While some reviewers praise the food and the availability of snacks, others call the food "unrecognizable" or poor and report kitchen staff socializing rather than addressing quality issues. Laundry, entertainment, and on-site services are listed as conveniences by numerous families, yet basic hygiene failures and pest problems reported by others raise red flags about consistent infection control and housekeeping standards.
Staff behavior and professionalism are central to the divide in reviews. Many describe staff as friendly, caring, courteous, and professional; others report disgusting, unprofessional conduct, rude interactions, and laziness. Several reviews highlight compassionate nurses and therapists who are dedicated and thorough, whereas the negative accounts suggest that some staff are unresponsive or neglectful. Visitor experiences also vary, with some families experiencing thorough and reassuring check-ins and others facing long waits, denied entry, and confusing or restrictive visitor policies (including reported male-visitor restrictions).
In summary, New Carlton Rehabilitation & Nursing Center presents a mixed picture: it has demonstrable strengths in rehabilitation programming, certain on-site services, and pockets of highly caring staff that produce good outcomes and family satisfaction. At the same time, there are repeated and serious allegations of neglect, hygiene failures, pest infestations, structural decay, safety concerns, and problematic management practices. The reviews indicate high variability by unit, staff, and time of stay. Prospective residents and families should treat this variability as important: request a detailed tour (including multiple floors/units), review the most recent state inspection reports, ask specific questions about infection control, pest management, catheter and wound care protocols, staffing levels and turnover, visitor policies, and which staff will most likely care for the resident. Given the nature of the negative allegations, verifying up-to-date compliance records and speaking directly with current families or ombudsmen could help clarify whether the facility’s positive elements are reliable and whether reported problems have been addressed.
