Overall sentiment from the reviews of Crossroads Nursing and Rehabilitation is strongly polarized, with a large group of reviewers praising the facility and another group reporting serious concerns. The majority of positive comments focus on the staff, atmosphere, and activities: many family members, former volunteers and employees, and visitors describe the facility as clean, beautiful, and homelike. Administrative staff receive repeated praise for being kind, patient, understanding, and proactive — including in infection control and COVID-19 precautions. Multiple reviews emphasize that nurses, aides, custodians, dietary staff, and therapists are caring, skilled, and frequently go above and beyond; some reviews single out individual staff (for example, a nurse named Samantha) for exemplary service. Rehab and physical therapy are often described as strong, and residents reportedly enjoy organized outings and events (Easter parties, field trips, fishing, local excursions), a beauty shop, and a variety of social activities that keep them engaged and socially active. Several reviewers explicitly state they would recommend the facility and that it feels like family, noting that the staff treat residents with dignity, respect, and affection.
However, a substantial minority of reviews raise significant concerns about care quality and facility conditions. These negative accounts describe neglect, apparent short-staffing, and clinical issues such as dehydration, pressure ulcers (bedsores), and hospitalizations. There are specific allegations of medication mishaps and unsafe medication handling, and at least one reviewer suggested the facility warranted a Board of Health investigation. Sanitation and housekeeping are inconsistent in reports: while many reviewers say the facility is clean and well-kept, others report urine odor in rooms, unclean restrooms, sticky floors, improper spill cleanup, and a generally dirty building. Several family members also reported poor communication from nursing staff and the administration, uncertainty about residents' conditions, unexplained hospital transfers, and belongings or clothing being lost or moved without explanation.
A clear pattern in the reviews is variability — the same attributes are described both positively and negatively by different reviewers. This suggests inconsistent performance that may depend on timing, specific staff on duty, or particular units within the facility. Many reviewers who had hands-on or long-term involvement (employees, volunteers, or long-term family members) tended to describe sustained positive experiences, praising the culture, teamwork, and resident engagement. Conversely, some acute or incident-driven reviewers (those reporting hospital transfers, clinical decline, or lost items) described serious lapses in care and communication. The coexistence of strong endorsements and strong criticisms indicates the facility has many strengths but may also have intermittent operational or staffing gaps that lead to adverse incidents.
For prospective residents and families, the reviews suggest this facility can provide a warm, active, and supportive environment with engaged staff and good therapy and activity programs. At the same time, families should be vigilant about clinical monitoring, personal belongings, and direct communication with nursing staff. Key areas the facility should address (based on reviewer feedback) include consistent staffing levels and clinical oversight to prevent dehydration and pressure injuries, improved and standardized cleaning and sanitation practices, tighter controls over residents’ personal items, and clearer, more consistent family communication and incident reporting. Leadership responsiveness and the many positive staff experiences indicate potential for improvement; if management focuses on those negative patterns, the facility could reduce the variability and better align consistent care quality with the positive atmosphere many reviewers describe.
