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Nursing HomeMedicaid Investigative

Complete Care at Milford Manor LLC

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

69 Maple Road, West Milford, NJ 07480120 bedsLicensed & Active
1/5
Medicare
Inspection
Quality
Staffing
Google rating
4.5/5

based on 161 Google reviews

5
4
3
2
1
Complete Care at Milford Manor LLC Nursing Home in West Milford, NJ — Street View
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6/ 10
high Risk

Quality Concerns Identified

Medicare inspection and quality data reveal areas that families should carefully evaluate before choosing this facility.

  • Low overall rating (2/5 stars)
  • Low staffing rating (2/5 stars)
  • Above-median deficiencies (14 vs median 7)
  • High staff turnover (52%)
  • High RN turnover (67%)

Bottom 25% in NJ · Below recommended RN staffing · Below chain average · $3,595 in fines

Source: Medicare data

What this means for your family

This facility has a strong reputation for successful rehabilitation outcomes, but there is a concerning pattern of neglect regarding basic needs like call-bell response and hygiene. When touring, ask specifically about the nurse-to-patient ratio on night shifts and request to see the actual room your loved one would occupy to ensure it meets your cleanliness standards.

Google Reviews

Google Reviews

161 reviews on Google
Complete Care at Milford Manor receives highly polarized feedback, with many families praising the dedicated nursing staff and effective rehabilitation programs. However, several reviewers report critical failures in basic care, including slow response times to call bells, hygiene issues, and concerns regarding the facility's responsiveness to medical needs.

Quality Themes

Tap a score for details
Food4.0Staff7.0Clean6.0Activities8.0Meds5.0MemoryN/AComms6.0Value3.0

Strengths

  • Warm, attentive nursing and CNA staff
  • Effective physical and occupational therapy
  • Clean and well-maintained facility
  • Welcoming and professional administrative team

Concerns

  • Slow or non-existent response to call bells/assistance requests (mentioned by 4 reviewers)
  • Poor hygiene and cleanliness in patient rooms (mentioned by 3 reviewers)
  • Inadequate staffing levels leading to neglect (mentioned by 3 reviewers)
  • Subpar food quality and dietary management (mentioned by 2 reviewers)

Rating Trends

Tap a year to see what changed

234'14(1)'20(2)'22(25)'24(44)'26(16)

Distribution · 163 analyzed

5
134
4
12
3
2
2
3
1
12

How They Respond to Reviews

97%response rate

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 communication to improve the daily experience for residents?
  • 2With 120 residents, what specific protocols do you have in place to ensure that call bells are answered promptly and that residents receive timely assistance?
  • 3Given the recent focus on facility maintenance, what is your current process for ensuring that individual resident rooms are kept clean and sanitized on a daily basis?
  • 4Since physical and occupational therapy are highlighted as strengths here, how do you integrate those services into a resident's daily routine?
  • 5We understand that dietary preferences are important; could you walk us through how you manage meal quality and ensure residents receive the correct nutrition?
  • 6How does your nursing staff coordinate with local hospitals to manage medical emergencies, and what is the typical timeline for family notification?

Personalized based on this facility's data


Key Review Excerpts

My husband went from having difficulty lifting his head and turning in bed to walking without assistance in just one month through the outstanding care provided by all, especially by the OT and PT folks.

Rehab patient's spouse · 2024★★★★★

There was nobody there to answer her calls through the night and they made her go to the bathroom on her own after having major back surgery several days prior.

Family member · 2025☆☆☆☆

The facility is older, with that nursing home fear feel, but is actually very clean and currently having updates. Compared to other 'more elite' facilities, this one was the best so far.

Long-term resident's family · 2020★★★★
Source: 161 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
0.40hrs
53%
Registered nurses for medical care
Total Nursing
3.07hrs
75%
All nurses + aides combined
Staff Turnover
57%
Lower is better (< 30% = good)
RN Turnover
53%
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
4/ 5
Better Than Avg

6

measures

Worse Than Avg

9

measures

Mixed Results

2

measures

Long-Stay Residents
💉

Residents vaccinated for pneumonia

↑ Higher is better
This Facility78.5%
Worse than Avg
Here
78.5%
US
93.4%
NJ
93.0%
Passaic
88.9%
🛏️

Residents needing more daily help over time

↓ Lower is better
This Facility17.8%
Worse than Avg
Here
17.8%
US
14.4%
NJ
9.2%
Passaic
9.3%
🚶

Residents whose walking got worse

↓ Lower is better
This Facility9.6%
Mixed vs Avgs
Here
9.6%
US
15.3%
NJ
9.1%
Passaic
8.0%
😔

Residents with depression symptoms

↓ Lower is better
This Facility16.1%
Worse than Avg
Here
16.1%
US
12.1%
NJ
11.7%
Passaic
11.3%

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

🚿

Residents whose bladder or bowel control got worse

↓ Lower is better
This Facility20.2%
Worse than Avg
Here
20.2%
US
19.4%
NJ
15.7%
Passaic
16.9%
💉

Residents vaccinated for the flu

↑ Higher is better
This Facility92.9%
Worse than Avg
Here
92.9%
US
95.5%
NJ
97.2%
Passaic
94.7%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility38.2%
Worse than Avg
Here
38.2%
US
79.8%
NJ
80.1%
Passaic
76.7%
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility54.4%
Worse than Avg
Here
54.4%
US
81.8%
NJ
78.7%
Passaic
71.4%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility1.1%
Better than Avg
Here
1.1%
US
1.6%
NJ
1.2%
Passaic
1.5%
Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

14deficiencies
1penalties
Well above state avg (8.5)
2 complaint-triggered
$3,595 in fines

This facility shows ongoing concerns with medication management issues recurring across multiple years (2021-2025), including medication errors and unnecessary drugs. Two complaint-triggered deficiencies indicate families have filed reports about care quality and infection control problems. While all 37 deficiencies across five surveys have correction dates, the persistent patterns in medication safety, infection control, and fire safety suggest systemic issues that families should discuss during visits.

Jun 25, 2025Complaint
1
0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

Mar 7, 2025Routine
16
0697Actual harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

0355Potential for harm · WidespreadCorrected

Smoke Deficiencies

Properly select, install, inspect, or maintain portable fire extinguishes.

0712Potential for harm · WidespreadCorrected

Miscellaneous Deficiencies

Have simulated fire drills held at unexpected times.

0914Potential for harm · WidespreadCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Ensure receptacles at patient bed locations and where general anesthesia is administered, are tested after initial installation, replacement or servicing.

0803Potential for harm · PatternCorrected

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.

0883Potential for harm · PatternCorrected

Infection Control Deficiencies

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

0945Potential for harm · PatternCorrected

Infection Control Deficiencies

Include as part of its infection prevention and control program, mandatory training that includes written standards, policies, and procedures for the program.

0946Potential for harm · PatternCorrected

Administration Deficiencies

Provide training in compliance and ethics.

0949Potential for harm · PatternCorrected

Administration Deficiencies

Provide behavior health training consistent with the requirements and as determined by a facility assessment.

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.

0583Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Keep residents' personal and medical records private and confidential.

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.

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.

0880Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

Jan 5, 2024Complaint
1
0880Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

Feb 18, 2023Routine
16
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.

0291Potential for harm · WidespreadCorrected

Egress Deficiencies

Install emergency lighting that can last at least 1 1/2 hours.

0345Potential for harm · WidespreadCorrected

Smoke Deficiencies

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

0353Potential for harm · WidespreadCorrected

Smoke Deficiencies

Inspect, test, and maintain automatic sprinkler systems.

0712Potential for harm · WidespreadCorrected

Miscellaneous Deficiencies

Have simulated fire drills held at unexpected times.

0351Potential for harm · PatternCorrected

Smoke Deficiencies

Install an approved automatic sprinkler system.

0363Potential for harm · PatternCorrected

Smoke Deficiencies

Install corridor and hallway doors that block smoke.

0372Potential for harm · PatternCorrected

Smoke Deficiencies

Ensure smoke barriers are constructed to a 1 hour fire resistance rating.

0781Potential for harm · PatternCorrected

Miscellaneous Deficiencies

Have restrictions on the use of portable space heaters.

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.

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.

0660Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Plan the resident's discharge to meet the resident's goals and needs.

0689Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

0697Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

0755Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

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

0759Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

Ensure medication error rates are not 5 percent or greater.

Mar 8, 2021Routine
3
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.

0812Potential for harm · IsolatedCorrected

Nutrition and Dietary Deficiencies

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

0880Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

Federal Penalties

Fine

Mar 7, 2025

$3,595

Ownership & Operations

Who Operates This Facility

Owner / Operator

Complete Care at Milford Manor LLC

Organization Type

for profit

Chain Affiliation

Chain Name

Complete Care

Chain Size

85 facilities nationwide

Chain avg rating: 3.2/5 · Rank 61 of 85

Ownership & Management

Owners

Milford Manor Holdco LLC

Owner · Organization

100%

Pc Gc Holdco LLC

Owner (parent company) · Organization

Sms 2021 Trust

Owner (parent company) · Organization

Stein, Shalom

Owner (parent company)

Key personnel

Stein, ShalomManaging Control - Governing BodyStein, ShalomOfficer / DirectorAydin, EmmanuelManagerReyes, GraceManagerZackai, RaananManager
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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