Overall sentiment is sharply mixed with clear polarization between positive experiences—largely centered on short-term rehabilitation outcomes and individual staff members—and strongly negative reports that focus on long-term care, cleanliness, safety, and management. Many reviewers explicitly praise the therapy and activities teams, noting rapid recovery, compassionate clinicians (several call out 'Shelley' by name), and staff willingness to accommodate appointments, even on short notice. These positive accounts often come from family members or residents who experienced short stays for rehabilitation and who highlight effective physical therapy, courteous caregivers, and clear communication from some medical staff.
Contrasting these positives, a large volume of reviews describe systemic problems that are severe and recurring. The most frequent and urgent concerns are sanitation and facility condition: persistent urine and feces odors inside rooms and units, feces or urine reportedly left on residents, filthy rooms with stains, holes and damage to walls and furnishings, and mentions of roaches. Multiple reviewers describe rooms as sparse, not remodeled in decades, and inadequately cleaned. Grounds and exterior maintenance are also criticized—trash and litter on the grounds, poor landscaping, and a parking lot in need of repaving. Several reviews portray the physical environment as deteriorating, which compounds perceptions of neglect.
Dining and nutrition are another prominent negative theme. Specific complaints about meal quality recur (awful oatmeal, rubbery eggs, greasy noodles, mushy salad) and several reviewers say meals are not nourishing or inappropriate for prescribed diets. Some reports also indicate that families feel they must bring food from outside. In contrast, a minority of reviews simply note some complaints about food but otherwise positive care, reinforcing that dining experiences vary but are frequently cited as unsatisfactory.
Staffing and direct care issues are reported in both positive and negative terms but with troubling negatives that suggest inconsistent standards. Many reviewers commend individual staff members as hardworking, kind, and professional; yet other reviews accuse CNAs and nurses of being distracted (CNA on phone during care), answering call lights slowly, lacking nursing knowledge, and failing to perform duties. Serious clinical failures are alleged, including medication omissions (notably on weekends), incorrect diets being served, development of bedsores, and other indicators of neglect that in several cases prompted families to move residents to other facilities. There are also reports of staff being physically assaulted by residents and claims that management does not adequately respond to staff reports about safety.
Management, billing, and administrative practices are a large source of dissatisfaction. Multiple reviewers describe management as rude, arrogant, unresponsive, or engaging in cover-ups. Administrative problems include delayed paperwork and billing, allegations of medication overcharging, and at least one account alleging financial exploitation or improper attempts to transfer residents. Several reviewers reported filing formal complaints with state authorities. One theme is that while some frontline staff appear compassionate and effective, leadership and administrative responsiveness are deficient, which undermines trust and escalates concerns about transparency and resident safety.
Safety and resident interactions are also significant concerns. Beyond individual care omissions, reviewers report predatory behavior among residents, harassment, and even violence that staff allegedly do not adequately manage. These accounts heighten worries about the facility's ability to protect vulnerable residents, particularly those with cognitive impairments. A related pattern is that some reviews suggest the facility may present better practices when inspectors are expected ('show for health inspector'), implying performative compliance rather than systemic, consistent quality.
In sum, the reviews portray Harcourt Terrace Nursing and Rehabilitation as a facility with noteworthy strengths—especially in short-term rehabilitation, physical therapy, and in pockets of compassionate, responsive staff—yet plagued by serious, recurring problems in hygiene, building maintenance, food quality, safety, management, and administrative integrity. The pattern suggests inconsistent care quality: families seeking short-term rehab often report positive outcomes, while long-term residents and families more frequently describe neglect and systemic failures. The severity and variety of negative reports (odor, infestation, medication issues, bedsores, safety incidents, and management complaints) indicate problems that would likely require leadership change, stronger operational oversight, and significant facility maintenance and staffing improvements to fully address.
