Overall impression: Reviews for ProMedica Total Rehab + (Exton) are mixed but heavily polarized, with a substantial portion describing serious concerns about quality and safety alongside a number of reviews praising the facility’s physical environment and some individual caregivers. Positive comments consistently highlight the building itself (newer, clean, attractive), private rooms with large bathrooms and TVs, and instances where staff were attentive and therapy effective. Negative comments focus on recurrent operational failures: alleged neglect, inadequate therapy, poor food service, cleanliness problems, safety and documentation lapses, and inconsistent communication and discharge planning. Several reviews contain severe allegations (e.g., feces left in toilets, bed bug sightings, long unanswered call bells) that point to systemic issues for some residents.
Care quality and safety: A dominant theme among negative reviews is concern about direct care and resident safety. Multiple reviewers reported what they described as deplorable or neglected care — examples include a patient left with feces in the toilet for two days, a reported bed bug on a patient, staff yelling at residents, and prolonged periods where residents were unattended for hours. Numerous accounts say call bells went unanswered for extended periods (one report up to 45 minutes) and that bed or chair alarms were ignored. These are serious safety-related complaints and indicate either staffing shortages, poor supervision, or both. Conversely, other families described good, attentive care with medications given on time; this suggests inconsistent care quality depending on shift, unit, or specific staff members.
Staffing, conduct, and communication: Staffing patterns and staff conduct are inconsistent in the reviews. Several reports mention contractors or agency techs, and one contractor was reportedly terminated after complaints — this points to turnover or reliance on non-permanent staff. Some reviewers say staff are pleasant and responsive, even praising a team-leader staffing model, while others describe staff being rude, insulting, or even yelling at residents. Communication is another mixed area: some families said they were informed and that insurance or surgeon coordination was handled, but many more reported poor communication — missing case-manager follow-up, canceled meetings, lack of discharge instructions, no physician contact, and not being given staff contact names. Documentation concerns also appear repeatedly: missing medication time-stamps, inaccurate therapy records, and limited or no physician notes related to discharge.
Therapy and rehabilitation: Therapy/rehab services are a prominent complaint area. Multiple reviewers reported that physical therapy (PT) was minimal, ineffective, frequently skipped, or very short, and that PT records were inaccurate. Several reviews explicitly state rehab was “skipped” or not prescribed, undermining the facility’s core rehabilitation mission. However, there are also reports of effective PT and families satisfied with therapy outcomes; again this points to inconsistent delivery of services across patients or time periods. Prospective residents should clarify therapy schedules, documentation, and who will be providing and supervising sessions.
Dining, housekeeping, and basic supplies: Food service and housekeeping drew strong negative reactions from many reviewers. Complaints include cold or late meals, “prison-slop” descriptions, lack of fresh fruit/vegetables, insufficient portions or utensils, and no bottled water for residents. Some families said residents often relied on takeout because the provided meals were poor. In contrast a minority of reviewers said their relatives liked the food. Housekeeping concerns include unvacuumed rugs, dirty rooms, and reports of bodily waste being left. Basic supply issues were mentioned as well (no soap in dispensers, lack of drinking water), which raise infection-control and quality-of-life concerns.
Facilities, accessibility, and activities: The facility’s physical plant is generally praised — many reviewers called it beautiful, clean, and newer, and appreciated private rooms and large bathrooms. However, accessibility and safety features appear inconsistent: some rooms reportedly lack grab bars in bathrooms, which is an important safety omission for a rehab population. Recreational programming also appears limited; reviewers mentioned no weekend activities and few or no common gathering spaces, which can negatively affect social engagement and recovery. Night staffing was also criticized as loud and understaffed.
Management, discharge process, and compliance: Several reviews call out management failures around discharge planning and care coordination — families reported no discharge instructions, minimal or difficult discharge processes, and lack of physician involvement. There are also serious allegations in reviews about investigations and Medicare fraud; while these are reviewer claims and would require verification, their presence signals notable concerns among families. Instances of staff being terminated after complaints suggest management has at least sometimes taken action, but overall the pattern in reviews is one of inconsistent oversight and follow-through.
Patterns and recommendations for prospective families: The reviews show a clear pattern of inconsistency — some residents receive timely, attentive care and beneficial therapy in a clean, comfortable setting; others experience delayed or missed care, poor therapy, unsanitary conditions, and communication breakdowns. That variability suggests outcomes may depend heavily on staffing levels, specific shifts, or management responsiveness at a given time.
If you are considering this facility, ask direct, specific questions during a tour: current staffing ratios by shift, use of agency/contract staff, typical call-bell response times and how they are measured, alarm response protocols, infection-control practices, pest-control records, how therapy frequency and duration are scheduled and documented, examples of discharge planning processes, and whether the facility has had investigations or citations (and their outcomes). Request to see recent inspection reports, ask for references from current families, and verify documentation practices (medication time-stamps, therapy notes, and physician orders). Given the severity of some allegations in these reviews, an in-person tour and candid conversations with administration and current residents/families are especially important to assess consistency and safety.
