Overall sentiment: Reviews for ProMedica Total Rehab + (Willow Grove) are highly mixed and often polarized. A large, consistent theme is that the facility delivers excellent rehabilitative services—many reviewers praise physical and occupational therapy teams as knowledgeable, attentive, and effective in restoring mobility and function. At the same time, there are numerous and recurring concerns about nursing care, medical management, staffing levels (especially on weekends), infection control, administrative processes, and communication. Many reviewers explicitly distinguish between the high quality of therapy and dining and the variable or poor quality of medical/nursing care.
Therapy and rehab: The strongest and most consistent positive theme is rehabilitation. Across reviews, PT and OT receive frequent, specific praise: therapists who explain exercises and medications, provide personalized and goal-oriented plans, and produce measurable improvements (examples include patients progressing from minimal mobility to walking or regaining regular diets). Several reviewers say they would recommend the facility primarily for short-term rehab because of the quality, intensity, and attentiveness of the therapy staff. Weekend therapy availability is inconsistent (some reviews note no therapy on Saturdays), but weekday therapy is typically described as thorough and helpful.
Nursing and medical care: Nursing and broader medical management are the most frequent sources of negative feedback. Multiple reviewers report delayed medication or pain meds not given on time, slow or ignored call buttons, and basic care lapses such as patients being left in soiled diapers, not helped to the bathroom, or left without water. Several reviewers describe worse staffing and responsiveness on weekends compared with weekdays. There are multiple accounts of inadequate physician follow-up and poor medical oversight—some families report rehospitalizations, infections, or medications continued inappropriately after discharge. While some reviewers highlight compassionate, attentive nurses and CNAs, the overall pattern suggests inconsistent nursing quality: excellent care from some staff but significant gaps resulting in serious adverse outcomes for others.
Facility, cleanliness, and safety: Reviews of the physical facility and dining are largely positive: many describe the building as attractive and hotel-like, with good meals, a pleasant bistro, and dietary accommodations for vegan, gluten-free, and diabetic needs. Laundry and salon services are also praised. However, this positive picture is tempered by recurring cleanliness and infection-control complaints from other reviewers—reports include urine smells, uncleaned vomit, scabies outbreaks, and infections that allegedly led to ER transfers. There are also troubling but less frequent allegations of theft or missing personal items and concerns about visitor security and limited visitation during COVID restrictions.
Staffing, communication, and administration: Several reviews describe staff as friendly, helpful, and dedicated (some accounts even praise staff who stayed through blizzards), but an equally large set of reviews cite staff as overworked, fearful of leadership, inconsistent across shifts, or unprofessional (yelling in halls, curt physicians). Communication problems are repeatedly mentioned—families report inconsistent or contradictory information from different staff members, unreturned calls, shortened care-planning meetings, and denials or minimizations by supervisors when concerns are raised. Administrative issues include billing delays, disorganized paperwork, difficulty obtaining medical records, and delayed release or transfer processes. These administrative and communication failures often exacerbate clinical concerns and reduce families' trust.
Safety and outcomes: There are multiple specific reports of serious adverse outcomes (rehospitalizations, septic risk, bedsores, infection, scabies) and several accounts where families felt compelled to move patients to alternate facilities. Those negative reports often center on weekends or particular shifts and underscore the variability of care. Conversely, many patients report successful discharges and significant functional recovery thanks to therapy teams. This distinct split suggests that outcomes may depend heavily on which staff are on duty and whether the patient's needs are primarily rehabilitative versus medically complex.
Net impression and guidance: The dominant takeaway is that ProMedica Total Rehab + (Willow Grove) appears to be a strong option for focused, short-term rehabilitation when therapy is the main need—therapy teams, meals, and facility amenities receive consistent praise. However, if a patient requires robust, consistent nursing care, complex medical oversight, or continuous infection control vigilance, reviewers repeatedly recommend caution. Frequent issues with medication timing, incontinence care, weekend staffing, physician follow-up, and administrative responsiveness are significant and recurring. Families should expect to advocate actively, verify medication and care plans, clarify weekend coverage, and ask specific questions about nursing ratios and infection-control policies. If medical complexity or continuous nursing supervision is anticipated, families might consider alternative facilities with stronger and more consistent nursing/medical oversight.
In summary, choose ProMedica Total Rehab + (Willow Grove) for strong, effective rehabilitative services in a generally pleasant physical environment, but be aware of and prepare for inconsistent nursing and medical care, potential cleanliness/infection concerns, and administrative/communication shortcomings. The experience appears to vary widely by shift, individual staff, and weekend versus weekday coverage, so prospective residents and families should assess current staffing patterns and elevation of care protocols before committing for medically complex cases.
