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Nursing HomeMedicaid Top Rated

Citizens Care Center

Strong Medicare quality ratings; families often praise compassionate and attentive nursing staff. Still worth an in-person visit.

415 South Market Street, Havre De Grace, MD 21078184 bedsLicensed & Active
5/5
Medicare
Inspection
Quality
Staffing
Google rating
4.0/5

based on 65 Google reviews

5
4
3
2
1
Citizens Care Center Nursing Home in Havre De Grace, MD — Street View
Street View

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What this means for your family

Citizens Care Center has a dedicated team that many families find compassionate, particularly in rehab and hospice settings. However, because there are recurring reports of slow response times and inconsistent communication, we strongly recommend that you visit during off-hours or weekends to observe staffing levels and response protocols firsthand.

Google Reviews

Google Reviews

65 reviews on Google
Citizens Care Center receives polarized feedback, with many families praising the compassionate staff and clean environment, while others report significant lapses in basic care and communication. While some long-term residents and rehab patients have had positive experiences, multiple reviewers have raised serious concerns regarding slow response times, unprofessional staff behavior, and inconsistent quality of care. Prospective families should be aware of these inconsistencies and perform thorough, in-person visits to assess the current environment.

Quality Themes

Tap a score for details
Food4.0Staff6.0Clean8.0Activities9.0MedsN/AMemory3.0Comms4.0Value3.0

Strengths

  • Compassionate and attentive nursing staff
  • Clean and well-maintained facility
  • Effective physical therapy and rehab services
  • Family-inclusive events and activities

Concerns

  • Slow response times for call lights and basic assistance (mentioned by 2 reviewers)
  • Unprofessional or rude staff interactions (mentioned by 4 reviewers)
  • Inconsistent or poor quality of food service (mentioned by 2 reviewers)

Rating Trends

Tap a year to see what changed

234'12(1)'16(3)'18(17)'20(1)'23(5)'25(2)'26(1)

Distribution · 69 analyzed

5
36
4
15
3
7
2
2
1
9

How They Respond to Reviews

0%response rate

Questions for Your Tour

  • 1Given your 5-star staffing rating, what systems do you have in place to ensure call lights are answered promptly during peak hours?
  • 2Could you walk us through how your team handles communication with families when there is a change in a resident's health status or care plan?
  • 3We noticed some families have mixed feedback regarding the dining experience; what steps are you taking to improve the quality and variety of the meal service?
  • 4How does your team manage the specific needs of memory care residents to ensure they feel engaged and secure throughout the day?
  • 5With 16 state violations noted over the past year, what specific improvements or staff training initiatives have been implemented to address those areas?
  • 6What kind of family-inclusive events or activities do you have planned for the coming months that we could participate in with our loved one?

Personalized based on this facility's data


Key Review Excerpts

Literally everyone - the admissions folks, the social worker, the physical therapists, the unit secretary, the business office, the nurses and aides, etc - was kind and genuinely cared about my father.

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

My grandmother had to go to the bathroom, hit the light for help and it took over 20 minutes to get there! This is uncalled for, she was hanging out of her bed when my dad got there to visit-no one came to help her!

Grandchild of resident · 2018☆☆☆☆

If we have any concerns or questions they are quick to respond.

Family member · 2024★★★★★
Source: 65 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
0.78hrs
OK
Registered nurses for medical care
Total Nursing
4.16hrs
OK
All nurses + aides combined
Staff Turnover
29%
Lower is better (< 30% = good)
RN Turnover
21%
Lower is better (< 30% = good)

This facility meets the national staffing benchmarks. Higher staffing is linked to fewer falls and better day-to-day care.

Quality Measures

Quality Measures

Resident outcomes compared with national, state, and local averages · 17 measures

Medicare Rating
2/ 5
Better Than Avg

6

measures

Worse Than Avg

7

measures

Mixed Results

4

measures

Long-Stay Residents
😔

Residents with depression symptoms

↓ Lower is better
This Facility4.9%
Better than Avg
Here
4.9%
US
12.1%
MD
22.2%
Harford
14.6%

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 Facility20.8%
Worse than Avg
Here
20.8%
US
15.5%
MD
14.1%
Harford
7.0%
🛏️

Residents needing more daily help over time

↓ Lower is better
This Facility26.1%
Worse than Avg
Here
26.1%
US
14.4%
MD
21.5%
Harford
18.3%
🚶

Residents whose walking got worse

↓ Lower is better
This Facility26.2%
Worse than Avg
Here
26.2%
US
15.3%
MD
24.5%
Harford
22.0%
🦠

Residents who got a urinary tract infection

↓ Lower is better
This Facility8.9%
Worse than Avg
Here
8.9%
US
1.6%
MD
1.5%
Harford
2.2%
🚿

Residents whose bladder or bowel control got worse

↓ Lower is better
This Facility26.6%
Mixed vs Avgs
Here
26.6%
US
19.4%
MD
25.1%
Harford
33.0%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility98.2%
Better than Avg
Here
98.2%
US
79.8%
MD
80.6%
Harford
83.4%
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility96.9%
Better than Avg
Here
96.9%
US
81.8%
MD
78.7%
Harford
83.6%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility1.1%
Mixed vs Avgs
Here
1.1%
US
1.6%
MD
1.3%
Harford
0.9%
Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

14deficiencies
Near state avg (18.9)
5 complaint-triggered

Citizens Care Center has a concerning pattern of recurring deficiencies across multiple surveys, with families filing complaints about safety hazards and pain management issues. The facility repeatedly struggles with fire safety systems, medication management, and accident prevention, with some problems persisting across surveys from 2018 to 2024. Most issues show correction dates, but one recent pain management complaint remains uncorrected, warranting careful consideration before visiting.

Jan 29, 2026Routine
11
0345Potential for harm · WidespreadCorrected

Smoke Deficiencies

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

0641Potential for harm · PatternCorrected

Resident Assessment and Care Planning Deficiencies

Ensure each resident receives an accurate assessment.

0700Potential for harm · PatternCorrected

Quality of Life and Care Deficiencies

Try different approaches before using a bed rail. If a bed rail is needed, the facility must (1) assess a resident for safety risk; (2) review these risks and benefits with the resident/representative; (3) get informed consent; and (4) Correctly install and maintain the bed rail.

0604Potential for harm · IsolatedCorrected

Freedom from Abuse, Neglect, and Exploitation Deficiencies

Ensure that each resident is free from the use of physical restraints, unless needed for medical treatment.

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.

0657Potential for harm · IsolatedCorrected

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.

0679Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide activities to meet all resident's needs.

0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

0695Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

0757Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

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

0791Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide or obtain dental services for each resident.

Jan 29, 2026Complaint
1
0697Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide safe, appropriate pain management for a resident who requires such services.

Nov 7, 2025Complaint
3
0578Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Honor the resident's right to request, refuse, and/or discontinue treatment, to participate in or refuse to participate in experimental research, and to formulate an advance directive.

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.

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.

May 7, 2024Routine
27
0004Potential for harm · WidespreadCorrected

Emergency Preparedness Deficiencies

Develop and maintain an Emergency Preparedness Program (EP).

0345Potential for harm · WidespreadCorrected

Smoke Deficiencies

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

0347Potential for harm · WidespreadCorrected

Smoke Deficiencies

Properly provide smoke detection systems in areas open to corridors.

0353Potential for harm · WidespreadCorrected

Smoke Deficiencies

Inspect, test, and maintain automatic sprinkler systems.

0371Potential for harm · WidespreadCorrected

Smoke Deficiencies

Have properly sized and located compartments to protect residents from smoke.

0712Potential for harm · WidespreadCorrected

Miscellaneous Deficiencies

Have simulated fire drills held at unexpected times.

0761Potential for harm · WidespreadCorrected

Miscellaneous Deficiencies

To conduct inspection, testing and maintenance of fire doors by qualified individuals.

0916Potential for harm · WidespreadCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have a battery powered remote alarm panel in a location accessible by operating personnel.

0918Potential for harm · WidespreadCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

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

0684Potential for harm · PatternCorrected

Quality of Life and Care Deficiencies

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

0222Potential for harm · PatternCorrected

Egress Deficiencies

Add doors in an exit area that do not require the use of a key from the exit side unless in case of special locking arrangements.

0293Potential for harm · PatternCorrected

Egress Deficiencies

Have properly located and lighted "Exit" signs.

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.

0362Potential for harm · PatternCorrected

Smoke Deficiencies

Ensure that corridors are separated from use areas by walls constructed to limit the passage of smoke.

0923Potential for harm · PatternCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have proper medical gas storage and administration areas.

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.

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.

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.

0658Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

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

0730Potential for harm · IsolatedCorrected

Nursing and Physician Services Deficiencies

Observe each nurse aide's job performance and give regular training.

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.

0758Potential for harm · IsolatedCorrected

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 · IsolatedCorrected

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.

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.

0947Potential for harm · IsolatedCorrected

Nursing and Physician Services Deficiencies

Ensure nurse aides have the skills they need to care for residents, and give nurse aides education in dementia care and abuse prevention.

0324Potential for harm · IsolatedCorrected

Smoke Deficiencies

Provide properly protected cooking facilities.

0511Potential for harm · IsolatedCorrected

Services Deficiencies

Have properly installed electrical wiring and gas equipment.

May 7, 2024Complaint
1
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.

May 2, 2019Routine
14
0918Potential for harm · WidespreadCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

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

0657Potential for harm · PatternCorrected

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.

0684Potential for harm · PatternCorrected

Quality of Life and Care Deficiencies

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

0730Potential for harm · PatternCorrected

Nursing and Physician Services Deficiencies

Observe each nurse aide's job performance and give regular training.

0550Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Honor the resident's right to a dignified existence, self-determination, communication, and to exercise his or her rights.

0561Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Honor the resident's right to and the facility must promote and facilitate resident self-determination through support of resident choice.

0578Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Honor the resident's right to request, refuse, and/or discontinue treatment, to participate in or refuse to participate in experimental research, and to formulate an advance directive.

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.

0686Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

0692Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide enough food/fluids to maintain a resident's health.

0757Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

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

0791Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide or obtain dental services for each resident.

0880Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

0111Potential for harm · IsolatedCorrected

Construction Deficiencies

Satisfy building requirements after a repair, renovation, modification, or change of user/occupancy.

Ownership & Operations

Who Operates This Facility

Owner / Operator

Citizens Care Center

Organization Type

nonprofit

Ownership & Management

Key personnel

Quimby, CindyW-2 Managing EmployeeBadeker, PatriciaOfficer / DirectorBaxter, WendellOfficer / DirectorBeulah, CurtisOfficer / DirectorCorreri, JohnOfficer / Director
Source: Medicare provider data

Contact

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References & Resources

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