Complete Care at Hillside LLC
Strong Medicare quality ratings; families often praise effective physical and occupational therapy programs. Still worth an in-person visit.
based on 126 Google reviews
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What this means for your family
This facility has a strong reputation for its physical and occupational therapy programs, which many patients find highly effective for recovery. However, there are consistent, serious reports regarding hygiene, pest control, and medication management. We strongly recommend that families conduct an unannounced visit to check the cleanliness of the facility and speak directly with the nursing staff about their specific protocols for patient monitoring.
Google Reviews
Google Reviews
126 reviews on Google“Complete Care at Hillside receives highly polarized feedback, with many reviewers praising the rehab therapy team and individual staff members, while others report severe concerns regarding patient neglect, hygiene, and understaffing. Families should be aware of a recurring pattern where some visitors report a clean, welcoming environment, while others describe unsanitary conditions, including reports of pests and poor odor management. The facility's responsiveness to medical concerns and consistent care quality appears to be a significant point of contention.”
Quality Themes
Tap a score for detailsStrengths
- Effective physical and occupational therapy programs
- Many staff members described as kind and attentive
- Helpful and professional social work team
- Clean and well-maintained facility (according to some visitors)
Concerns
- Neglect and poor hygiene, including reports of soiled clothing and uncleaned rooms (mentioned by 6 reviewers)
- Understaffing leading to slow response times and lack of patient attention (mentioned by 5 reviewers)
- Medication errors and failure to address urgent medical symptoms (mentioned by 4 reviewers)
- Unsanitary facility conditions, including reports of pests and strong odors (mentioned by 4 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 128 analyzed
How They Respond to Reviews
This facility actively engages with reviewer feedback.
Questions for Your Tour
- 1I noticed your team is very active in responding to online feedback; how do you use that family input to improve daily operations and resident care?
- 2Given that physical and occupational therapy are noted as strengths here, how do you integrate those programs into a resident's daily routine?
- 3What specific protocols are in place to ensure that room cleanliness and personal hygiene standards are consistently met throughout the day?
- 4With the current staffing levels, what is your process for ensuring that call bells are answered promptly, especially during shift changes?
- 5Could you walk me through your current medication management system and the safeguards you have in place to prevent errors?
- 6How does the facility handle urgent medical symptoms or sudden changes in a resident's health status, and at what point is a family member typically notified?
Personalized based on this facility's data
Key Review Excerpts
“My mother was a patient years ago when it was under the management of genesis. There where several instances in which myself and majority of my immediate family member experienced how neglectful complete care at hillside was in providing adequate care for my mother”
“The nurses are probably over worked but will not listen to patients if they are given the wrong meds at the wrong time. They assume and simply won't read the directions on the chart.”
“I came to visit someone and I saw various cockroaches and mice running around the building. I saw various staff sitting around on cell phones eating breakfast while the resident's were waiting for their food”
Staffing
Staffing Hours
per resident/day · Medicare 2026RN hours are below the national benchmark. RNs handle complex medical needs and medication, so ask about coverage during your visit.
Quality Measures
Quality Measures
Resident outcomes compared with national, state, and local averages · 17 measures
14
measures
1
measures
2
measures
Residents whose walking got worse
Residents needing more daily help over time
Residents whose bladder or bowel control got worse
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents on anti-anxiety or sleep medication
Residents vaccinated for pneumonia
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
Families have filed multiple complaint reports triggering inspections that revealed ongoing issues with resident care quality, care planning, and resident rights. The facility shows persistent problems across surveys spanning 2022-2026, with recurring deficiencies in care planning, daily living assistance, and medication management. While most issues have correction dates, the pattern of repeated violations in core care areas suggests systemic challenges that families should carefully consider.
Jan 30, 2026Complaint4
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.
Resident Rights Deficiencies
Honor the resident's right to a dignified existence, self-determination, communication, and to exercise his or her rights.
Resident Assessment and Care Planning Deficiencies
Ensure services provided by the nursing facility meet professional standards of quality.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
Feb 6, 2025Routine16
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Resident Rights Deficiencies
Allow residents to self-administer drugs if determined clinically appropriate.
Resident Rights Deficiencies
Reasonably accommodate the needs and preferences of each resident.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Respond appropriately to all alleged violations.
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.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
Quality of Life and Care Deficiencies
Provide appropriate pressure ulcer care and prevent new ulcers from developing.
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
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.
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 that residents are free from significant medication errors.
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
Develop and implement policies and procedures for flu and pneumonia vaccinations.
Environmental Deficiencies
Make sure that a working call system is available in each resident's bathroom and bathing area.
Quality of Life and Care Deficiencies
Ensure the activities program is directed by a qualified professional.
Feb 1, 2024Routine5
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
Properly select, install, inspect, or maintain portable fire extinguishes.
Resident Rights Deficiencies
Reasonably accommodate the needs and preferences of each resident.
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.
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Feb 1, 2024Complaint2
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Nov 17, 2023Complaint3
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.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
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.
Jan 19, 2022Routine6
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
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.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Administration Deficiencies
Provide or obtain laboratory tests/services when ordered and promptly tell the ordering practitioner of the results.
Nutrition and Dietary Deficiencies
Ensure therapeutic diets are prescribed by the attending physician and may be delegated to a registered or licensed dietitian, to the extent allowed by State law.
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.
Ownership & Operations
Who Operates This Facility
Complete Care at Hillside LLC
for profit
Chain Affiliation
Complete Care
85 facilities nationwide
Chain avg rating: 3.2/5 · Rank 17 of 85
Ownership & Management
Owners
Pc De Opcos LLC
Owner · Organization
Pc Wta Opco Holdco LLC
Owner (parent company) · Organization
Sms 2021 Trust
Owner (parent company) · Organization
Key personnel
Contact
Get in Touch
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References & Resources
Medicare Care Compare
Official Medicare quality ratings, inspections & staffing data
Google Maps
Photos, directions & neighborhood info
Google Reviews
126 reviews from families & visitors
Official Website
Visit completecarehillside.com
Medicare data downloads
Original nursing home datasets
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