Overall sentiment from the collected reviews is mixed but leans toward negative, with consistent patterns of staffing shortages, management and facility shortcomings, and variable care quality. Reviewers repeatedly praise certain frontline caregivers—many CNA and some therapy staff are described as caring and competent—and note that admissions and social work staff can be warm and helpful. However, these positives are often overshadowed by systemic issues attributed to understaffing, inconsistent nursing coverage, and managerial tone and policies that reviewers found cold or obstructive.
Care quality is inconsistent. Several reviews highlight dedicated CNAs and therapists who provide good care, and some reviewers explicitly say the community can offer good care when staffed. At the same time, others report significant care failures: daily-changing nurses reduce continuity, physical therapy was missed for at least one resident, discharge processes were mishandled or poorly communicated, and there are reports of pressure injuries (bed sores). Some nurses (including a head nurse) are described as arrogant, rude, or sarcastic, and there are instances where staff were perceived as preventing or obstructing moves to other facilities. These patterns suggest variability between individual staff members and shifts, creating a fragmented experience for residents and families.
Staffing and management issues are central themes. Multiple reviewers explicitly mention understaffing and overworked staff as root causes of poor service. Management is described as negative or cold—both the director of nursing and the administrator are characterized as unapproachable—which compounds frustration when families try to resolve problems. The facility's for-profit ownership and a reportedly misleading website contribute to distrust among reviewers, some of whom labeled the center a "last-resort" option. Discharge miscommunications and mishaps further indicate organizational and communication problems at administrative levels.
Facility and room-related concerns are frequent and specific. A major recurring complaint is the lack of air conditioning in resident rooms, which several reviews cite directly. Rooms are described as small, with limited seating and in some cases configured for two-person occupancy that feels cramped. Basic conveniences are sometimes missing—reviewers noted no phones in rooms—and while some reviewers mention comfortable rooms, that seems situational rather than universal. On a more positive note, multiple comments say floors and public areas are kept clean, fire exits are accessible, and there are on-site amenities like a library.
Dining and nutrition receive mixed-to-poor reviews. Several reviewers complain about poor food quality, with specific complaints that meals are inconsistently cooked (overcooked on the outside, undercooked inside) and that staff often ignore meal forms or special requests. At least one review mentions access to a fridge/microwave for meals as a helpful feature, but overall meal service appears to be a significant pain point for families and residents.
Programming and therapies: Activities and therapy availability are noted, but reviewers describe them as small-group and limited in scope. Some residents benefited from good therapists and available activities, while others experienced unclear therapy schedules or lack of delivered therapy services. This again points to variability tied to staffing and scheduling practices.
Notable red flags and patterns: repeated mention of no room air conditioning; frequent reports of understaffing leading to diminished care; rude or unhelpful nursing management in some encounters; discharge and transfer problems, including staff resisting transfers; and at least one report of bed sores. Positive reports tend to focus on individual staff members (CNAs, therapists, admissions and social work) and on specific clean, amenity-positive aspects of the building.
Bottom line: Prospective residents and families may find compassionate individual caregivers, therapists, and some useful amenities at Crossroads Care Center of Sun Prairie, but should be cautious and conduct thorough, targeted due diligence. Important topics to investigate in person include current staffing levels and turnover, air conditioning in the intended room, food tasting and meal accommodation processes, nursing leadership demeanor and responsiveness, therapy scheduling and delivery, and the facility's track record with discharges and transfers. The reviews indicate that experiences vary widely by unit, staff on duty, and timing, so an in-person visit during multiple times of day and conversations with current families and the nursing leadership are strongly recommended before making placement decisions.
