Overall sentiment: The reviews for Brookwood are predominantly positive, with many reviewers emphasizing personalized, attentive care provided in a smaller, home-like setting. Multiple families highlight the kindness and compassion of staff, reliable medication administration, and good communication—particularly in end-of-life situations and with outside Hospice providers. Several reviewers explicitly recommend the facility and single out individual caregivers (Dale and Sonya) for exceptional service.
Care quality and clinical services: Reviewers frequently noted one-on-one attention and strong day-to-day care practices. Positive details include frequent bathroom assistance, twice-weekly baths, and timely medication administration. Therapy services are available on-site, with speech and physical therapy called out as part of the care package. End-of-life care and coordination with Hospice were praised for compassion and good communication, indicating competency in palliative situations.
Staff, relationships, and communication: Long-tenured staff and close staff-resident relationships are recurring themes; many reviewers describe staff as kind, gentle, and treating residents like family. Administration is described by several reviewers as organized and compassionate, and the facility allows families to call for updates, which families appreciated. However, this is an area of mixed experience: a subset of reviews report unhelpful phone handling, staff confusion about admissions, and inconsistent attitudes. These negative reports suggest variability in training or front-desk/phone procedures that can impact initial impressions and family confidence.
Facilities, cleanliness, and safety: The physical environment is repeatedly described as clean and home-like. Private rooms are available and reviewers appreciated welcoming, individualized room setups. The facility is also noted as safe by multiple families, which, together with the hands-on assistance described, supports a perception of reliable basic care and supervision.
Dining, laundry, and activities: Meals are described positively by many as home-cooked and balanced, with the ability to tailor meals to resident preferences. A few reviewers said meals were merely “ok,” indicating some variability in satisfaction. Laundry service is provided, and a range of activities (crafts, bingo, ice cream socials) contributes to a social, engaging atmosphere for residents.
Management and notable concerns: While many reviews praise the leadership and communication, there are consistent concerns that deserve attention. Several reviewers experienced confusion during the admission process and reported staff who lacked knowledge about admissions. Some accounts describe poor phone etiquette and unhelpful responses from certain staff members. More seriously, a few reviewers claim residents did not receive the care they needed and call for staff retraining. There is also a repeated request for improved evening staffing levels. These negative reports are fewer than the positive ones but are significant because they point to operational inconsistencies that could affect resident safety and family trust.
Conclusion: Brookwood appears to deliver strong, compassionate daily care for many residents, particularly in a small, personalized setting with long-tenured staff, clean rooms, and available therapy services. Families value the home-like atmosphere, individualized meals, laundry service, and social activities. Nevertheless, there are notable operational weaknesses reported by a minority of reviewers—primarily around admission procedures, phone responsiveness, occasional poor staff attitudes, and the need for better evening staffing. Prospective families should weigh the many positive reports of hands-on, attentive care and good Hospice coordination against the isolated but significant reports of inconsistent communication and care lapses. Visiting the facility, meeting the care team (including the praised caregivers), and clarifying admission and evening staffing procedures in advance would help set appropriate expectations and identify whether Brookwood is the right fit for a particular resident.
