Overall sentiment is mixed, with clear strengths in clinical and rehabilitative services but substantial and recurring concerns about facility cleanliness, staffing consistency, and management. Multiple reviews praise the quality of nursing, CNAs, and therapy services, often using strong terms like phenomenal, outstanding, and first-rate. The rehab department and physical/occupational therapy are recurrent positives, and several visitors specifically named and lauded individual staff members (for example, Selby). Service coordination, social work support, and assistance with paperwork — including veteran claims and DAV representative involvement — are highlighted as helpful administrative strengths. Some visitors also reported that infection-control measures such as PPE use and temperature checks were in place, and a few noted pleasant, helpful reception staff and balanced meals during their visits.
However, these positives are counterbalanced by numerous serious operational and environment-related complaints. A common and persistent theme is poor cleanliness: reviewers reported dirty rooms, strong urine or other odors, stained or filthy carpets, and instances where residents were left in urine or stool or bathed infrequently. Lost clothing and personal items were mentioned more than once, and at least one review noted visible safety hazards such as exposed wires. These kinds of issues point to lapses in basic day-to-day care and housekeeping routines and were often linked by reviewers to short staffing or staff not being present when needed.
Staff behavior and communication appear inconsistent: while many describe staff as loving, kind, courteous, and professional, several others reported rude, cold, or unempathetic interactions, unreturned phone calls, and dismissive attitudes. Specific policy friction was noted, including a 30-minute visit limit and a negative account of end-of-life visitation, which compounded family distress. These mixed reports suggest variability across shifts, roles, or individual employees rather than a uniformly positive or negative culture.
Facility condition and amenities are another area of divergence. Multiple reviewers described the building as older and not modern, with rooms that could be nicer and outdoor spaces that were not pleasant. At least one reviewer described the environment as adequate, clean, and home-like, while others described it as dirty and poorly maintained. Dining impressions are similarly mixed: some reviewers praised good meals, while others said food could be improved. The physical distance to the facility was a practical concern for some families, noted as a long drive for those coming from Washington.
Management, leadership, and oversight concerns surfaced repeatedly. Reviewers raised issues about poor leadership, careless management, and even regulatory oversight concerns supported by photographic evidence in some reports. These governance-related complaints may be connected to the operational problems described, including cleanliness lapses, inconsistent staffing, and poor communication. At the same time, there are clear examples of staff who go above and beyond, offering compassionate care and practical assistance, which indicates pockets of strong performance that may not be consistently supported by leadership structures.
In summary, Crestwood Health and Rehab shows strong clinical and rehabilitative capabilities and several dedicated staff members who deliver compassionate care and helpful administrative support. However, those strengths coexist with substantial and recurring problems in cleanliness, basic personal care, staffing consistency, communication, and facility upkeep. Prospective residents and families should weigh the facility's documented therapeutic and nursing strengths against the risk of inconsistent environment and management issues. If considering this facility, ask for up-to-date information on housekeeping and infection-control protocols, staffing ratios, leadership changes or improvement plans, visitation policies (particularly around end-of-life), and any recent regulatory findings or remediation actions.
