Brooke Haven Healthcare
Strong Medicare quality ratings; families often praise friendly and caring staff. Still worth an in-person visit.
based on 78 Google reviews
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What this means for your family
While some families report positive rehab outcomes, the recurring reports of neglect, hygiene issues, and poor incident communication are significant red flags. We strongly recommend conducting an unannounced visit and speaking directly with current residents or their families to assess the current quality of care before making a decision.
Google Reviews
Google Reviews
78 reviews on Google“Brooke Haven Healthcare receives polarized feedback, with many families praising the facility for its friendly staff and clean environment, while others report serious concerns regarding neglect and poor communication. While some visitors describe a professional and caring atmosphere, multiple accounts highlight issues with hygiene, medication management, and a lack of responsiveness during emergencies. Families should carefully weigh these conflicting experiences, as the quality of care appears inconsistent.”
Quality Themes
Tap a score for detailsStrengths
- Friendly and caring staff
- Clean and well-maintained facility
- Effective rehabilitation services
- Welcoming atmosphere
Concerns
- Neglect and poor hygiene (e.g., lack of bathing, bathroom accidents) (mentioned by 3 reviewers)
- Understaffing and slow response times (mentioned by 2 reviewers)
- Poor communication with families regarding incidents or medical status (mentioned by 2 reviewers)
- Inappropriate medication management (mentioned by 2 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 86 analyzed
How They Respond to Reviews
Questions for Your Tour
- 1Given that staffing levels are a primary focus for your team, what specific protocols are in place to ensure residents receive timely assistance with personal hygiene and bathroom needs?
- 2Could you walk me through your process for communicating changes in a resident's medical status or health incidents to family members to ensure we stay fully informed?
- 3With the recent focus on medication management, what safety checks and oversight procedures do you have in place to ensure residents receive the correct dosages at the right times?
- 4I noticed a 3-star rating in health inspections; what specific improvements or changes has the facility implemented over the last year to address these findings?
- 5What does a typical daily activity schedule look like for residents who enjoy socializing, and how do you encourage participation for those who might be more reserved?
- 6How does your nursing team coordinate with families when there is an urgent medical concern, and what is your protocol for escalating care if a resident's condition changes suddenly?
Personalized based on this facility's data
Key Review Excerpts
“My parents were there together in same room. My father would have bathroom accidents and the staff would give my mother, who was there recovering from hip surgery, towels to clean up the bathroom floor herself.”
“Clean facility staff is professional helpful and polite. Yes I have read the reviews but my eyes my ears and my nose and judgment say that this is a good facility.”
“In one night my grandfather fell and the staff left him there. did not notify our family and was found the next morning covered in blood all over his head his face his hands.”
Staffing
Staffing Hours
per resident/day · Medicare 2026Both RN and total nursing hours are below national benchmarks. This can mean less clinical attention per resident, so ask about their staffing plan.
Quality Measures
Quality Measures
Resident outcomes compared with national, state, and local averages · 17 measures
10
measures
2
measures
5
measures
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents vaccinated for pneumonia
Residents on anti-anxiety or sleep medication
Residents vaccinated for the flu
Residents needing more daily help over time
Residents whose bladder or bowel control got worse
Short-stay residents vaccinated for the flu
Short-stay residents vaccinated for pneumonia
Short-stay residents newly given antipsychotics
US average from Medicare published data
Inspection History
Medicare Inspection History
3-year lookback · Medicare 2026
Brooke Haven Healthcare shows concerning patterns with 32 deficiencies across six surveys, including four complaint-triggered investigations where families filed reports about potential abuse and neglect. The facility has recurring issues with medication management, quality of care, and safety hazards that persist across multiple surveys from 2020 to 2024, though all deficiencies show correction dates, suggesting responsiveness to regulatory oversight.
Mar 3, 2026Routine9
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure proper usage of power strips and extension cords.
Resident Rights Deficiencies
Honor the resident's right to a dignified existence, self-determination, communication, and to exercise his or her rights.
Resident Rights Deficiencies
Notify each resident of certain balances and convey resident funds upon discharge, eviction, or death.
Resident Assessment and Care Planning Deficiencies
PASARR screening for Mental disorders or Intellectual Disabilities
Quality of Life and Care Deficiencies
Provide appropriate pressure ulcer care and prevent new ulcers from developing.
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Pharmacy Service Deficiencies
Ensure medication error rates are not 5 percent or greater.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Egress Deficiencies
Provide exit doors that are held open by devices that will automatically close on the activation of a fire alarm or smoke detector.
Dec 6, 2024Routine17
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Smoke Deficiencies
Provide properly protected cooking facilities.
Gas, Vacuum, and Electrical Systems Deficiencies
Meet requirements for the installation and maintenance of electrical systems.
Infection Control Deficiencies
Implement a program that monitors antibiotic use.
Resident Rights Deficiencies
Assure the security of all personal funds of residents deposited with the facility.
Resident Assessment and Care Planning Deficiencies
Ensure services provided by the nursing facility meet professional standards of quality.
Resident Assessment and Care Planning Deficiencies
Ensure necessary information is communicated to the resident, and receiving health care provider at the time of a planned discharge.
Quality of Life and Care Deficiencies
Provide appropriate care for residents who are continent or incontinent of bowel/bladder, appropriate catheter care, and appropriate care to prevent urinary tract infections.
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Quality of Life and Care Deficiencies
Provide care or services that was trauma informed and/or culturally competent.
Nursing and Physician Services Deficiencies
Post nurse staffing information every day.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
Pharmacy Service Deficiencies
Implement gradual dose reductions(GDR) and non-pharmacological interventions, unless contraindicated, prior to initiating or instead of continuing psychotropic medication; and PRN orders for psychotropic medications are only used when the medication is necessary and PRN use is limited.
Pharmacy Service Deficiencies
Ensure drugs and biologicals used in the facility are labeled in accordance with currently accepted professional principles; and all drugs and biologicals must be stored in locked compartments, separately locked, compartments for controlled drugs.
Nutrition and Dietary Deficiencies
Dispose of garbage and refuse properly.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Mar 1, 2024Complaint1
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Jul 12, 2023Complaint1
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
Jul 6, 2023Routine9
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Miscellaneous Deficiencies
Have simulated fire drills held at unexpected times.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Resident Rights Deficiencies
Honor the resident's right to a safe, clean, comfortable and homelike environment, including but not limited to receiving treatment and supports for daily living safely.
Infection Control Deficiencies
Develop and implement policies and procedures for flu and pneumonia vaccinations.
Smoke Deficiencies
Ensure smoke barriers are constructed to a 1 hour fire resistance rating.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure proper usage of power strips and extension cords.
Gas, Vacuum, and Electrical Systems Deficiencies
Have proper medical gas storage and administration areas.
Resident Assessment and Care Planning Deficiencies
Ensure services provided by the nursing facility meet professional standards of quality.
Jul 6, 2023Complaint1
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Protect each resident from all types of abuse such as physical, mental, sexual abuse, physical punishment, and neglect by anybody.
Federal Penalties
Fine
Dec 6, 2024
$10,033
Ownership & Operations
Who Operates This Facility
Brooke Haven Healthcare
nonprofit
Ownership & Management
Owners
Willow Health Care INC
Owner · Organization
Key personnel
Contact
Get in Touch
Contact this facility directly and verify the details that matter most to your family.
References & Resources
Medicare Care Compare
Official Medicare quality ratings, inspections & staffing data
Google Maps
Photos, directions & neighborhood info
Google Reviews
78 reviews from families & visitors
Official Website
Visit willowhealthcare.com
Medicare data downloads
Original nursing home datasets
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