Overall sentiment across reviews is sharply mixed and polarized: the facility receives consistent, strong praise for its rehabilitation services, therapy staff, and certain individual caregivers, while simultaneously drawing repeated, serious complaints about nursing care, staffing levels, safety, and management practices. Many families and residents report transformative, high-quality experiences with PT/OT — therapists are repeatedly described as “the best,” “A-team,” and credited with real functional improvements that led to discharge home. The Activities department and certain food services (particularly breakfast and an engaged cook) are also frequently named as positives that contribute to resident morale and day-to-day quality of life. Several reviewers highlight a warm, home-like atmosphere created by specific compassionate employees and social work/hospice teams that provided comfort and effective coordination in some cases.
However, these positive pockets coexist with recurring operational and clinical concerns. Understaffing is the theme that most often explains many negative outcomes: slow call-button responses (sometimes 20–30+ minute waits), delayed medication and pain control, infrequent showers, and inadequate assistance with dressing and toileting are described in multiple accounts. The staffing shortages appear to be uneven across shifts and days — weekends and certain shifts are singled out as worse — producing variability where some shifts are praised and others are described as neglectful or absent. This inconsistent staffing contributes to safety risks and declines in resident hygiene and dignity reported by numerous reviewers.
Medication management and clinical safety are critical recurring issues. Several reviews allege medication errors — pills left in beds, medications spilled, insulin administered incorrectly, delayed doses, and oxygen or supplies running out. Some reports describe dangerously high blood sugars and missed wound or VAC changes, and there are multiple accounts of bedsores, untreated infections, sepsis, dehydration, and even hospitalizations attributed to neglect. Those incidents elevate the concerns from poor service to serious clinical risk. Complaints about communication and documentation compound the problem: families describe ignored phone calls and emails, slow paperwork, poor discharge coordination, insurance confusion, and difficulty reaching nurses or the DON.
Housekeeping and facility upkeep are inconsistent. Many reviewers praise cleanliness, attractive colonial architecture, spacious rooms, and lovely grounds. Others describe dirty sheets with food stains and crumbs, long intervals without bedding changes, wrong or missing mattresses, and generally unclean rooms or dining areas. Food quality elicits mixed feedback as well: some describe excellent, engaging dining experiences and attentive cooks, while others report inedible meals, spoiled leftovers, and overuse of styrofoam packaging.
Management, leadership, and staff culture are major themes in the negative reviews. Several reviewers characterize leadership as defensive or avoidant, specifically naming the Director of Nursing in a few comments. Allegations include poor responsiveness to concerns, cliquish behavior among staff, failure to address systemic problems, and in extreme cases, attempts to silence or harass family members who complain. There are also troubling accusations of theft and improper handling of residents’ belongings, inappropriate personal contact, and police involvement in some disputes. These reports, alongside claims that some staff are “only there to collect a check,” point to staff engagement and accountability problems.
Taken together, the pattern is one of pronounced variability: outstanding, even life-changing rehab and meaningful, compassionate care from specific employees exist alongside systemic operational failures that put some residents at risk. For prospective residents and families, the reviews suggest that outcomes may heavily depend on unit, shift, and which individual staff members are on duty. Immediate red flags in the reviews include recurrent medication mistakes, delayed responses to calls, poor hygiene/bed maintenance, inconsistent housekeeping, reports of clinical deterioration tied to neglect, and leadership that may not respond effectively to complaints. The consistent strength of the therapy program and several caring staff members are important positives, but they do not fully mitigate the frequency and severity of reported nursing and safety issues.
If considering Virginia Highlands Care & Rehab Center, families should (1) verify current staffing ratios and recent regulatory or inspection reports, (2) ask specifically about medication management procedures, infection control, and supervision on weekends and night shifts, (3) arrange to meet the therapy team and key nursing leaders, and (4) monitor early stays closely for hygiene, medication timeliness, and responsiveness to call lights. For those with high medical needs or who cannot actively advocate for their loved one, the pattern of complaints suggests caution and due diligence before placement.
