Caretel Inns of Tri-Cities
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 118 Google reviews
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Quality Concerns Identified
Medicare inspection and quality data reveal areas that families should carefully evaluate before choosing this facility.
- Low overall rating (1/5 stars)
- Above-median deficiencies (20 vs median 8.0)
- High staff turnover (64%)
- High RN turnover (64%)
Bottom 25% in MI · Below recommended RN staffing · Worst in SYMPHONY CARE NETWORK chain · $251,642 in fines
What this means for your family
While the facility is physically beautiful and offers strong physical therapy, the recent surge in reports regarding hygiene and neglect is concerning. If you choose this facility, it is highly recommended that you or a family member visit daily to monitor care, as consistency in staff performance appears to be a significant issue.
Google Reviews
Google Reviews
118 reviews on Google“Caretel Inns of Tri-Cities (also known as Symphony Tri-Cities) receives highly polarized reviews, with many families praising the facility's cleanliness, modern decor, and friendly staff, while a significant number of others report serious concerns regarding neglect and understaffing. While some families highlight exceptional physical therapy and compassionate care, others describe distressing incidents involving hygiene, delayed medication, and poor communication during rehabilitation stays. Families should be aware that experiences appear inconsistent, with some residents receiving high-quality attention while others face significant lapses in basic care.”
Quality Themes
Tap a score for detailsStrengths
- Clean, modern, and well-maintained facility
- Spacious and comfortable private rooms
- Effective and encouraging physical therapy department
- Friendly and welcoming front-desk and administrative staff
Concerns
- Inconsistent or poor hygiene care (soiled bedding/clothing) (mentioned by 4 reviewers)
- Understaffing leading to slow response times (mentioned by 5 reviewers)
- Inadequate or unprofessional communication with families (mentioned by 3 reviewers)
- Subpar quality or variety of food (mentioned by 3 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 81 analyzed
How They Respond to Reviews
This facility actively engages with reviewer feedback.
Questions for Your Tour
- 1I noticed the facility has a modern and well-maintained environment; what specific protocols do you have in place to ensure that high standard of cleanliness is consistently maintained in residents' private rooms?
- 2With the current staffing levels, what is the typical response time for a resident using their call light, and how do you prioritize these requests during peak hours?
- 3I see that you actively engage with feedback online; how do you typically handle communication with families when a concern or a change in a resident's health status arises?
- 4Since medication management is a critical part of care, could you walk me through the process your team uses to ensure accuracy and timely administration for residents?
- 5Regarding the dining experience, how do you gather input from residents about food preferences, and what steps are being taken to improve the variety and quality of the meals provided?
- 6How does your team ensure that personal hygiene and laundry needs are consistently met throughout the day and night for every resident?
Personalized based on this facility's data
Key Review Excerpts
“My Dad was inpatient for rehab. His care was subpar and the PT/OT wasn't any better. We had to shower him ourselves, get him ready for the day as well as bedtime, help him get to the bathroom, etc. We pulled him after a week.”
“I’ve been to the facility at various times over the past three years since my family member has been a resident, and I find it is always clean and the staff I’ve encountered have always been courteous.”
“The nurses & CENA’S were very kind, efficient & hardworking. Medication ALWAYS came on time. The food was absolutely delicious! The physical therapy department is exceptional!”
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
9
measures
4
measures
4
measures
Residents whose bladder or bowel control got worse
Residents whose walking got worse
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 who lost too much weight
Residents on anti-anxiety or sleep medication
Short-stay residents vaccinated for pneumonia
Short-stay residents vaccinated for the flu
Short-stay residents newly given antipsychotics
US average from Medicare published data
Inspection History
Medicare Inspection History
3-year lookback · Medicare 2026
This facility shows concerning patterns with 23 complaint-triggered deficiencies, indicating families have repeatedly filed reports about care issues. The most recurring problems involve inadequate treatment and care according to physician orders, safety hazards and accident prevention, and pressure ulcer care. While all documented deficiencies show correction dates, the persistent complaints about basic care standards—including multiple violations in 2025—suggest ongoing quality concerns that warrant careful consideration during any visit.
Dec 18, 2025Complaint2
Quality of Life and Care Deficiencies
Ensure that feeding tubes are not used unless there is a medical reason and the resident agrees; and provide appropriate care for a resident with a feeding tube.
Nursing and Physician Services Deficiencies
Ensure that nurses and nurse aides have the appropriate competencies to care for every resident in a way that maximizes each resident's well being.
Aug 7, 2025Routine16
Nutrition and Dietary Deficiencies
Ensure food and drink is palatable, attractive, and at a safe and appetizing temperature.
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Environmental Deficiencies
Make sure that the nursing home area is safe, easy to use, clean and comfortable for residents, staff and the public.
Emergency Preparedness Deficiencies
Develop and maintain an Emergency Preparedness Program (EP).
Emergency Preparedness Deficiencies
Conduct risk assessment and an All-Hazards approach.
Emergency Preparedness Deficiencies
Develop Emergency Preparedness policies and procedures.
Emergency Preparedness Deficiencies
List the names and contact information of those in the facility.
Resident Rights Deficiencies
Honor the resident's right to a dignified existence, self-determination, communication, and to exercise his or her rights.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
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.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Smoke Deficiencies
Provide properly protected cooking facilities.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Nutrition and Dietary Deficiencies
Ensure menus must meet the nutritional needs of residents, be prepared in advance, be followed, be updated, be reviewed by dietician, and meet the needs of the resident.
Nutrition and Dietary Deficiencies
Ensure each resident receives and the facility provides food that accommodates resident allergies, intolerances, and preferences, as well as appealing options.
Jul 24, 2025Complaint3
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Resident Assessment and Care Planning Deficiencies
Develop the complete care plan within 7 days of the comprehensive assessment; and prepared, reviewed, and revised by a team of health professionals.
Jun 13, 2025Complaint3
Quality of Life and Care Deficiencies
Provide appropriate pressure ulcer care and prevent new ulcers from developing.
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
Ensure food and drink is palatable, attractive, and at a safe and appetizing temperature.
May 8, 2025Complaint1
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Mar 4, 2025Complaint2
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
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.
Federal Penalties
Fine
Jul 24, 2025
$54,100
Payment Denial
Jul 24, 2025
28-day denial
Fine
May 8, 2025
$38,961
Fine
Feb 14, 2024
$41,723
Fine
Jul 21, 2023
$87,728
Payment Denial
Jul 21, 2023
25-day denial
Ownership & Operations
Who Operates This Facility
Caretel Inns of Tri-Cities
for profit
Chain Affiliation
Symphony Care Network
7 facilities nationwide
Chain avg rating: 1.9/5 · Rank 5 of 7 (Worst)
Ownership & Management
Owners
Symphony of Michigan Holdings LLC
Owner · Organization
Benoit Holdings LLC
Owner (parent company) · Organization
Calumet South LLC
Owner (parent company) · Organization
Fairhome Trust Uad 12312012
Owner (parent company) · Organization
Gzlt Holdings LLC
Owner (parent company) · Organization
Willow Delta Trust
Owner (parent company) · Organization
Krupp, Ari
Owner (parent company)
Senderowicz, Yossi
Owner (parent company)
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
118 reviews from families & visitors
Official Website
Visit symphonytricities.com
Medicare data downloads
Original nursing home datasets
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