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Nursing HomeMedicaid Investigative

Charlwell House Health and Rehabilitation

Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.

305 Walpole Street, Norwood, MA 02062124 bedsLicensed & Active
1/5
Medicare
Inspection
Quality
Staffing
Google rating
3.9/5

based on 96 Google reviews

5
4
3
2
1
Charlwell House Health and Rehabilitation Nursing Home in Norwood, MA — Street View
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4/ 10
moderate Risk

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 (13 vs median 7.0)
  • High RN turnover (56%)

Bottom 25% in MA · Below recommended RN staffing · Worst in BEST CARE SERVICES chain · No penalties on record

Source: Medicare data

What this means for your family

While the facility has a dedicated recreation team and some highly regarded staff members, the recurring reports of neglect, slow response times, and hygiene issues are significant red flags. We strongly recommend conducting an unannounced visit during a weekend or evening shift to observe staffing levels and cleanliness for yourself before making a decision.

Google Reviews

Google Reviews

96 reviews on Google
Charlwell House receives highly polarized feedback, with some families praising the compassionate nursing staff and accessible administration, while others report severe neglect and hygiene issues. Critical concerns regarding call bell response times, facility cleanliness, and pest control appear repeatedly in negative reviews. Prospective families should be aware of the stark contrast between reports of a 'home-like' environment and accounts of poor resident care.

Quality Themes

Tap a score for details
Food3.0Staff6.0Clean2.0Activities8.0Meds3.0MemoryN/AComms5.0Value4.0

Strengths

  • Accessible and responsive administration
  • Compassionate and dedicated nursing staff
  • Engaging recreation and activity programs
  • Effective physical therapy services

Concerns

  • Slow or non-existent response to call bells (mentioned by 7 reviewers)
  • Facility cleanliness and hygiene (urine smells, dirty rooms) (mentioned by 6 reviewers)
  • Pest issues (mice) (mentioned by 3 reviewers)
  • Poor food quality and dining experience (mentioned by 4 reviewers)

Rating Trends

Tap a year to see what changed

234'15(1)'17(1)'19(7)'21(2)'23(7)'25(21)'26(7)

Distribution · 108 analyzed

5
68
4
9
3
2
2
2
1
27
13 reviews posted between Sep 26, 2024Sep 27, 2024 · 12 were 5-star

How They Respond to Reviews

93%response rate

This facility actively engages with reviewer feedback.

Questions for Your Tour

  • 1It is wonderful to see how responsive the administration is to feedback; how does the leadership team work with families to address any concerns that arise regarding room cleanliness or facility maintenance?
  • 2With the high staffing rating noted, how do the nurses ensure that call bells are answered promptly, especially during the night shifts?
  • 3Could you tell us more about the daily recreation and activity programs available to keep residents engaged and social?
  • 4How does the facility manage medication administration and ensure there are no errors in the daily routine?
  • 5What is the process for managing medical emergencies or sudden changes in health after regular business hours?
  • 6We would love to hear more about the dining experience, specifically how the menu is planned and how you ensure food quality and variety for the residents?

Personalized based on this facility's data


Key Review Excerpts

Sure it’s not a pretty building but the Help there was incredible. I first met and spoke with Gwen my brothers nurse she was kind, heartfelt and interested in what my brother needed to be comfortable.

Long-term resident's family · 2024★★★★★

My mother recently was a patient at the Charlwell house and I had read reviews and was really concerned. Those worried were quickly put to bed when I visited and saw how clean the facility was with so many wonderful activities.

Rehab patient's family · 2024★★★★★

My father had been scheduled to be placed in Charlwell on a Wednesday morning in Oct 2025, but we ended up arriving later in the afternoon. Upon arrival, the front desk had no record of my father’s admission and we were sent to an unattended nursing station. When a staff member finally appeared, he directed us to a room that was filthy.

New resident's family · 2025☆☆☆☆
Source: 96 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
0.71hrs
94%
Registered nurses for medical care
Total Nursing
3.34hrs
81%
All nurses + aides combined
Staff Turnover
29%
Lower is better (< 30% = good)
RN Turnover
50%
Lower is better (< 30% = good)

Both 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

Medicare Rating
1/ 5
Better Than Avg

6

measures

Worse Than Avg

9

measures

Mixed Results

2

measures

Long-Stay Residents
🛏️

Residents needing more daily help over time

↓ Lower is better
This Facility36.3%
Worse than Avg
Here
36.3%
US
14.4%
MA
16.9%
Norfolk
18.9%
🚶

Residents whose walking got worse

↓ Lower is better
This Facility30.4%
Worse than Avg
Here
30.4%
US
15.3%
MA
16.4%
Norfolk
18.7%
🚿

Residents whose bladder or bowel control got worse

↓ Lower is better
This Facility32.0%
Worse than Avg
Here
32.0%
US
19.4%
MA
21.4%
Norfolk
18.3%
😔

Residents with depression symptoms

↓ Lower is better
This Facility3.8%
Better than Avg
Here
3.8%
US
12.1%
MA
13.7%
Norfolk
8.0%

Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.

💊

Residents on antipsychotic medication

↓ Lower is better
This Facility13.5%
Better than Avg
Here
13.5%
US
15.4%
MA
21.3%
Norfolk
21.2%
💉

Residents vaccinated for pneumonia

↑ Higher is better
This Facility88.0%
Worse than Avg
Here
88.0%
US
93.4%
MA
92.4%
Norfolk
88.1%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility39.2%
Worse than Avg
Here
39.2%
US
79.7%
MA
77.7%
Norfolk
71.0%
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility44.5%
Worse than Avg
Here
44.5%
US
81.8%
MA
77.6%
Norfolk
66.9%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility1.7%
Worse than Avg
Here
1.7%
US
1.6%
MA
1.3%
Norfolk
1.4%
Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

13deficiencies
Above state avg (8.9)
1 complaint-triggered

This facility shows a pattern of significant operational challenges with 80 deficiencies across four surveys, including one complaint-triggered investigation where a family filed a report about medical record safeguarding. The most recurring issues involve medication management, care planning and quality standards, and infection control problems that persist across multiple inspections from 2022 through 2025. While the facility has corrected each cited deficiency, the high volume and recurring nature of violations in core care areas suggest ongoing systemic issues that families should carefully consider.

May 30, 2025Routine
18
0321Potential for harm · PatternCorrected

Smoke Deficiencies

Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.

0345Potential for harm · PatternCorrected

Smoke Deficiencies

Have approved installation, maintenance and testing program for fire alarm systems.

0918Potential for harm · PatternCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have generator or other power source capable of supplying service within 10 seconds.

0658Potential for harm · PatternCorrected

Resident Assessment and Care Planning Deficiencies

Ensure services provided by the nursing facility meet professional standards of quality.

0686Potential for harm · PatternCorrected

Quality of Life and Care Deficiencies

Provide appropriate pressure ulcer care and prevent new ulcers from developing.

0761Potential for harm · PatternCorrected

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.

0880Potential for harm · PatternCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

0324Potential for harm · IsolatedCorrected

Smoke Deficiencies

Provide properly protected cooking facilities.

0353Potential for harm · IsolatedCorrected

Smoke Deficiencies

Inspect, test, and maintain automatic sprinkler systems.

0580Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Immediately tell the resident, the resident's doctor, and a family member of situations (injury/decline/room, etc.) that affect the resident.

0655Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Create and put into place a plan for meeting the resident's most immediate needs within 48 hours of being admitted

0656Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Develop and implement a complete care plan that meets all the resident's needs, with timetables and actions that can be measured.

0677Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide care and assistance to perform activities of daily living for any resident who is unable.

0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate treatment and care according to orders, resident’s preferences and goals.

0687Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate foot care.

0756Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

Ensure a licensed pharmacist perform a monthly drug regimen review, including the medical chart, following irregularity reporting guidelines in developed policies and procedures.

0757Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

Ensure each resident’s drug regimen must be free from unnecessary drugs.

0825Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide or get specialized rehabilitative services as required for a resident.

Aug 13, 2024Complaint
1
0842Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Safeguard resident-identifiable information and/or maintain medical records on each resident that are in accordance with accepted professional standards.

Apr 16, 2024Routine
14
0658Potential for harm · PatternCorrected

Resident Assessment and Care Planning Deficiencies

Ensure services provided by the nursing facility meet professional standards of quality.

0685Potential for harm · PatternCorrected

Quality of Life and Care Deficiencies

Assist a resident in gaining access to vision and hearing services.

0761Potential for harm · PatternCorrected

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.

0883Potential for harm · PatternCorrected

Infection Control Deficiencies

Develop and implement policies and procedures for flu and pneumonia vaccinations.

0925Potential for harm · PatternCorrected

Environmental Deficiencies

Make sure there is a pest control program to prevent/deal with mice, insects, or other pests.

0039Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Conduct testing and exercise requirements.

0551Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Give the resident's representative the ability to exercise the resident's rights.

0690Potential for harm · IsolatedCorrected

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.

0695Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide safe and appropriate respiratory care for a resident when needed.

0004Minimal · WidespreadCorrected

Emergency Preparedness Deficiencies

Develop and maintain an Emergency Preparedness Program (EP).

0041Minimal · WidespreadCorrected

Emergency Preparedness Deficiencies

Implement emergency and standby power systems.

0346Minimal · WidespreadCorrected

Smoke Deficiencies

Follow proper procedures when the fire alarm was out of service for more than 4 hours.

0354Minimal · WidespreadCorrected

Smoke Deficiencies

Follow proper procedures when the automatic sprinkler systems was out of service for more than 10 hours.

0918Minimal · WidespreadCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have generator or other power source capable of supplying service within 10 seconds.

Sep 1, 2022Routine
47
0835Immediate jeopardy · WidespreadCorrected

Administration Deficiencies

Administer the facility in a manner that enables it to use its resources effectively and efficiently.

0880Immediate jeopardy · WidespreadCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

0886Immediate jeopardy · WidespreadCorrected

Infection Control Deficiencies

Perform COVID19 testing on residents and staff.

0686Actual harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate pressure ulcer care and prevent new ulcers from developing.

0726Potential for harm · WidespreadCorrected

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.

0812Potential for harm · WidespreadCorrected

Nutrition and Dietary Deficiencies

Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.

0838Potential for harm · WidespreadCorrected

Administration Deficiencies

Conduct and document a facility-wide assessment to determine what resources are necessary to care for residents competently during both day-to-day operations (including nights and weekends) and emergencies.

0865Potential for harm · WidespreadCorrected

Administration Deficiencies

Have a plan that describes the process for conducting QAPI and QAA activities.

0867Potential for harm · WidespreadCorrected

Administration Deficiencies

Set up an ongoing quality assessment and assurance group to review quality deficiencies and develop corrective plans of action.

0868Potential for harm · WidespreadCorrected

Administration Deficiencies

Have the Quality Assessment and Assurance group have the required members and meet at least quarterly

0908Potential for harm · WidespreadCorrected

Environmental Deficiencies

Keep all essential equipment working safely.

0925Potential for harm · WidespreadCorrected

Environmental Deficiencies

Make sure there is a pest control program to prevent/deal with mice, insects, or other pests.

0004Potential for harm · PatternCorrected

Emergency Preparedness Deficiencies

Develop and maintain an Emergency Preparedness Program (EP).

0030Potential for harm · PatternCorrected

Emergency Preparedness Deficiencies

List the names and contact information of those in the facility.

0041Potential for harm · PatternCorrected

Emergency Preparedness Deficiencies

Implement emergency and standby power systems.

0551Potential for harm · PatternCorrected

Resident Rights Deficiencies

Give the resident's representative the ability to exercise the resident's rights.

0584Potential for harm · PatternCorrected

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.

0656Potential for harm · PatternCorrected

Resident Assessment and Care Planning Deficiencies

Develop and implement a complete care plan that meets all the resident's needs, with timetables and actions that can be measured.

0658Potential for harm · PatternCorrected

Resident Assessment and Care Planning Deficiencies

Ensure services provided by the nursing facility meet professional standards of quality.

0684Potential for harm · PatternCorrected

Quality of Life and Care Deficiencies

Provide appropriate treatment and care according to orders, resident’s preferences and goals.

0689Potential for harm · PatternCorrected

Quality of Life and Care Deficiencies

Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.

0755Potential for harm · PatternCorrected

Pharmacy Service Deficiencies

Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.

0758Potential for harm · PatternCorrected

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.

0761Potential for harm · PatternCorrected

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.

0885Potential for harm · PatternCorrected

Infection Control Deficiencies

Report COVID19 data to residents and families.

0887Potential for harm · PatternCorrected

Infection Control Deficiencies

Educate residents and staff on COVID-19 vaccination, offer the COVID-19 vaccine to eligible residents and staff after education, and properly document each resident and staff member's vaccination status.

0943Potential for harm · PatternCorrected

Freedom from Abuse, Neglect, and Exploitation Deficiencies

Give their staff education on dementia care, and what abuse, neglect, and exploitation are; and how to report abuse, neglect, and exploitation.

0552Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Ensure that residents are fully informed and understand their health status, care and treatments.

0557Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Honor the resident's right to be treated with respect and dignity and to retain and use personal possessions.

0580Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Immediately tell the resident, the resident's doctor, and a family member of situations (injury/decline/room, etc.) that affect the resident.

0623Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Provide timely notification to the resident, and if applicable to the resident representative and ombudsman, before transfer or discharge, including appeal rights.

0625Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Notify the resident or the resident’s representative in writing how long the nursing home will hold the resident’s bed in cases of transfer to a hospital or therapeutic leave.

0655Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Create and put into place a plan for meeting the resident's most immediate needs within 48 hours of being admitted

0679Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide activities to meet all resident's needs.

0687Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate foot care.

0690Potential for harm · IsolatedCorrected

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.

0695Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide safe and appropriate respiratory care for a resident when needed.

0698Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide safe, appropriate dialysis care/services for a resident who requires such services.

0741Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Ensure that the facility has sufficient staff members who possess the competencies and skills to meet the behavioral health needs of residents.

0760Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

Ensure that residents are free from significant medication errors.

0842Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Safeguard resident-identifiable information and/or maintain medical records on each resident that are in accordance with accepted professional standards.

0849Potential for harm · IsolatedCorrected

Administration Deficiencies

Arrange for the provision of hospice services or assist the resident in transferring to a facility that will arrange for the provision of hospice services.

0711Minimal · WidespreadCorrected

Miscellaneous Deficiencies

Provide a written emergency evacuation plan.

0712Minimal · WidespreadCorrected

Miscellaneous Deficiencies

Have simulated fire drills held at unexpected times.

0918Minimal · WidespreadCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have generator or other power source capable of supplying service within 10 seconds.

0732Minimal · WidespreadCorrected

Nursing and Physician Services Deficiencies

Post nurse staffing information every day.

0577Minimal · WidespreadCorrected

Resident Rights Deficiencies

Allow residents to easily view the nursing home's survey results and communicate with advocate agencies.

Ownership & Operations

Who Operates This Facility

Owner / Operator

Charlwell House Health and Rehabilitation

Organization Type

for profit

Chain Affiliation

Chain Name

Best Care Services

Chain Size

10 facilities nationwide

Chain avg rating: 1.8/5 · Rank 10 of 10 (Worst)

Ownership & Management

Owners

Cksst Holding Company LLC

Owner · Organization

Chapler, Yaakov

Owner (parent company)

Steinberg, Moshe

Owner (parent company)

Key personnel

Bonadio & Co LlpManagerReliant Pro Rehab, LLCManagerTwomagnets LLCManagerAl-Madi, SamiManagerCarr, JamieManager
Source: Medicare provider data

Contact

Get in Touch

Contact this facility directly and verify the details that matter most to your family.

References & Resources

EveryPlace is a research directory. Facility information is compiled from public sources — Medicare.gov, state licensing portals, Google Places, and publicly available street-level imagery. Listings do not constitute endorsement, recommendation, or advertisement, and we do not accept payment for placement. Families should verify all details directly with the facility and the original sources linked above before making any care decisions. See our Research Policy for our editorial standards, correction process, and image-removal policy.

Safer Alternatives Nearby

Based on current clinical data, we identified 6 nearby facilities within 10 miles that may offer a stronger care environment. We encourage families to compare options carefully.

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