Overall sentiment in the reviews is mixed but leans toward positive experiences with significant and serious negative reports that families should not overlook. Many reviewers praise Willow Rehab & Nursing for its compassionate, family-like atmosphere, helpful administrative staff, and strong rehabilitation programming. Multiple reviewers specifically call out supportive nurses, friendly kitchen staff, a welcoming administrator who knows residents by name, personalized non-clinical rooms, and a variety of activities (crafts, music, visiting entertainers, Senior Olympics). Several families reported smooth transitions, effective early therapy progress, and felt comfortable leaving their loved ones in the facility’s care. The facility receives repeated endorsements from stroke survivors and those who experienced meaningful rehab gains.
However, recurring concerns surface across a subset of reviews and include serious clinical and safety allegations. Several reports describe poor communication with families — delayed notifications, hung-up calls, and difficulty obtaining medical records (incorrect or nonfunctional fax numbers). More severe complaints allege neglectful behavior by some staff: inadequate bathing, soiled clothes left on for days, unattended bed linens, and insufficient turning leading to bedsores risk. There are multiple mentions of personal items going missing or being tampered with. Most alarmingly, at least one review documents a hospital transfer followed by the resident’s death and reports that a preliminary autopsy cited pulmonary embolism and multiple blunt force injuries. These allegations, if accurate, represent critical safety and care failures and are a major outlier compared with the otherwise positive reports of care.
The reviews suggest notable variability in staff performance and consistency. While many families described accountable, attentive caregivers and clear communication (including help with POA and Medicaid paperwork), others reported unresponsiveness and laziness among certain workers, loud residents being ignored, and CNAs not being adequately supported. This pattern points to possible differences by shift, unit, or individual staff member rather than a uniformly good or poor standard of care. Several reviewers specifically recommend the nursing staff for their attentiveness and the therapy team for early progress, indicating that clinical services can be strong, but that those strengths may be undermined by lapses in basic daily care or communication.
Facilities and programming receive mostly positive notes: the ability to personalize rooms to avoid a clinical feel, an active craft room, regular entertainers and music, scheduled activities that invite resident participation, and three meals served daily. Families appreciated visible organization in some areas and the social/therapeutic benefits of activities and community events. Where dining and programming were praised, reviewers felt residents were engaged and treated with dignity.
Management and administrative themes are mixed as well. Positive comments highlight a welcoming administrator who is hands-on and knows residents by name, plus staff who assist with Medicaid and POA paperwork. These elements build trust for many families. Conversely, administrative weaknesses noted by reviewers include poor incident notification, problems granting timely access to medical records, and occasional lack of cooperation when families sought information. These administrative gaps exacerbate concerns when clinical or personal-care issues arise.
In summary, Willow Rehab & Nursing appears to provide excellent, compassionate care and effective rehabilitation for many residents, supported by strong programming and an engaged administrative core. At the same time, there are recurring and in some cases severe allegations about lapses in basic care, communication failures, and at least one very serious incident reported by a reviewer. The overall pattern suggests that experiences can vary significantly between individual cases or shifts. Prospective residents and families should weigh the many positive accounts of rehabilitation, activities, and family-like staff against the reported incidents of neglect and communication breakdowns. When considering this facility, visitors should ask specific questions about incident reporting, staff-to-resident ratios, wound-prevention and turning protocols, procedures for notification of families, secure handling of personal belongings, access to medical records, and how the facility investigates and responds to serious adverse events. Observing care routines in person, speaking directly with the administrator, and requesting recent inspection or incident reports would help clarify whether the positive trends are consistent and whether the concerning reports have been addressed.
