Heather Hill Healthcare Center

I had some ups and downs here as a patient from physical therapy and my personal life but honestly when I first came here I was scared being in a new environment and meeting new people but Peggy, Justin, Ricky, Frances, Ms. Lisa (she used to work in the front office), Rob, Miranda, all the nurses and CNAs, and Ashley…and some of the residents I’ve met and got to know…they made me feel like I was safe and welcomed! I can’t forget Maura, other people in the kitchen, PT and OT, and housekeeping/laundry-aide too! Everyone was so nice, we experienced funny moments, bad moments, sad moments, and happy moments but we did it as a family! I know I was the youngest there but I did felt welcomed. They treated me like I mattered, my emotions and physical appearance mattered and it changed me to do my goals even after a traumatic experience happened to me of me losing my daughter and my body shutting down but succeeded on walking and standing again. Now it’s time for me to leave, get my GED, go to college, and buy my own first home! I’ll always come and visit Heather Hills and help as much as I can when I visit! I appreciate everyone being there and listening to me. Also watch me grow into my old self and remind myself I can do anything! Thank you Heather hills residents and staffs!

I already be in the facility twice and I love it, the staff is very qualified and competitive they all make me feel like home, I love the food and I meet a lot of residents that now are my friends, I recommended this place with 5 stars , they olso have different places to hang around , I big living room with a big tv, outside you can have fell the fresh air and enjoy with the others residents, Social Service can help you out any time!

I just returned home from sharing a beautiful meal with my cousin who lives at Heather Hill Healthcare and her husband and his family. The staff prepared a delicious meal with all the trimmings and table settings. Everyone at the Healthcare Center was so nice and giving and so willing to serve us Thanksgiving. Today on Thanksgiving I am so thankful that my cousin has so many people to care and love her. Such a caring staff!

My mother was recently there for approximately 5 days. The day we took her there we felt comfortable because the staff seemed very nice and caring. We called every day to check on her and were assured that she was doing good. Then it came time for her to come back home. They transported her home, forgot to bring HER wheelchair, missing other belongings, had things that were not even hers and was so over medicated that she could barely communicate. Now we have to wonder if she was just left in bed, medicated and ignored the entire time. Very disappointed ☹️

The Heather Hill manager, Lisa F.D., is knowledgeable, organized, and caring. Staff seem to respect her. The facility appears understaffed with nurses working long hours. Temporary personnel unfamiliar with patients hinder personalized care, and turnover is high. Nursing staff are friendly and express concern, but in our experience, that concern doesn’t translate into effective care. Departments operate in silos—admin, nursing, social services, outsourced PT, food, laundry, and maintenance—resulting in poor communication. It’s hard to reach the right person to resolve issues. We often speak with multiple staff hoping someone responds. Routine Care Plan meetings don’t lead to meaningful changes. Our loved one’s care remains basic and uncustomized. Staff don’t accommodate their limitations. Meals are unsuitable, snacks sit attracting gnats, garbage accumulates, repairs go unmade, and laundry is misplaced. As our loved one became more dependent, staff rarely assisted with dressing, feeding, or hygiene. We often had to step in ourselves. Medication management is difficult. Changes are rarely made, and decisions are partly outsourced to Balanced Wellbeing, which visits weekly. When our loved one became uncooperative due to health issues, staff implied eviction was possible unless we agreed to more sedatives. We believe Heather Hill needs structural reform. A liaison system could help—assigning a staff member to coordinate care and communication for patients with similar needs and serve as the primary contact for families. The building is aging. Common areas are functional, but patient rooms are in poor condition. In every room our loved one occupied, we saw extensive stains, dirt, damaged floors, broken fixtures, warped shelves, delaminated closets, peeling vinyl, and soiled bathrooms with plumbing issues. Only one of two courtyards is accessible. Staff won’t explain why the other is closed. Smoking is allowed in the accessible courtyard, which is unpleasant for non-smokers. It’s often too hot to use in the summer due to poor air circulation and no fans. Activities include bingo, trivia, music, manicures, and church, repeated weekly. We haven’t seen outings for ambulatory patients. Haircuts are advertised (for a fee), but the salon is used as storage. We’ve seen relatives cutting patients’ hair themselves. Entrances have keypads and alarms, and the memory care gate uses a magnetic lock. A wander guard system is in place, but security isn’t foolproof. Visitors are supposed to check in, but it’s easy to bypass during the day. Many challenges stem from Medicare/Medicaid constraints and nursing home regulations. Staff often cite these when we advocate for change. Patients can refuse showers indefinitely—even those lacking mental capacity—leading to poor hygiene and affecting roommates. Dental hygiene is neglected unless patients initiate it. Staff often interpret passive resistance as a reason to stop helping, citing patient rights. In one case, safety rails weren’t installed due to restraint policies, despite the fall risk. Physical therapy was discontinued early due to insurance limits and hasn’t resumed, even as our loved one grows weaker. Heather Hill accepts Medicaid, which benefits those with limited finances. We’ve visited many nursing homes, and despite our criticisms, Heather Hill is better than some that serve “Medicaid pending” patients. Nicer facilities often limit or exclude Medicaid patients, charging up to $12,000/month privately. Initially, our loved one received moderate care. That quickly declined to generic and minimal, worsening care as their needs increased. Our concerns are dismissed or ignored, and we fear that speaking up could lead to eviction. We’ve felt helpless, frustrated, and angry.