Complete Care at Westfield, LLC
Strong Medicare quality ratings; families often praise effective physical and occupational therapy. Still worth an in-person visit.
based on 429 Google reviews
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What this means for your family
This facility has a strong reputation for physical therapy and rehab recovery, often helping patients regain mobility. However, families of residents with dementia or those requiring high-acuity care should exercise extreme caution, as multiple reports cite insufficient supervision and lapses in basic hygiene.
Google Reviews
Google Reviews
429 reviews on Google“Complete Care at Westfield receives high praise for its physical therapy department, with many patients reporting successful recovery and improved mobility. However, the facility faces serious allegations regarding neglect, poor hygiene, and inconsistent communication, with some families reporting distressing experiences with patient care and safety.”
Quality Themes
Tap a score for detailsStrengths
- Effective physical and occupational therapy
- Attentive and compassionate nursing staff
- Clean and well-maintained facility
- Friendly and welcoming front desk
Concerns
- Neglect and lack of supervision leading to falls or untreated medical issues (mentioned by 4 reviewers)
- Poor hygiene and cleanliness in patient rooms (mentioned by 3 reviewers)
- Inadequate communication with family members regarding care (mentioned by 3 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 235 analyzed
How They Respond to Reviews
This facility actively engages with reviewer feedback.
Questions for Your Tour
- 1I noticed that your team is very active in responding to online feedback; how do you use that family input to improve daily communication and care coordination?
- 2Given the importance of safety, what specific protocols and supervision measures are in place to prevent falls and ensure residents are monitored regularly?
- 3With your focus on physical and occupational therapy, how do you ensure that the same level of attention to detail is applied to daily hygiene and room cleanliness?
- 4Since medication management is a critical part of health, could you walk me through your process for ensuring accuracy and timely administration for residents?
- 5What specific programs or social activities are available to keep residents engaged throughout the day, particularly for those who require extra support in memory care?
- 6How do you keep families updated when there is a change in a resident's health status, and what is the best way for us to reach the nursing team if we have urgent concerns?
Personalized based on this facility's data
Key Review Excerpts
“I was transferred to Complete Care from the hospital in a stretcher, unable to stand on my own two feet or sit up in a wheelchair. With the help of the best physical therapy staff in this area... small miracles happen every day.”
“I would not send a person with Dementia to this rehab facility. My father fell around 5 times in this facility. This could have been prevented with more supervision.”
“Staff is very used to telling people what they will do, as opposed to listening or asking what you would like to do and when challenged became very retaliatory.”
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
16
measures
1
measures
Residents whose bladder or bowel control got worse
Residents whose walking got worse
Residents needing more daily help over time
Residents on antipsychotic medication
Residents vaccinated for pneumonia
Residents vaccinated for the flu
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 complaints leading to 7 deficiencies, indicating ongoing concerns about care quality and resident treatment. The facility shows recurring problems across fire safety systems, emergency preparedness, and quality of care issues including pain management and respiratory care. While all deficiencies appear corrected, the pattern of repeated fire safety violations and recent complaint-triggered findings about resident rights and safety warrant careful consideration during your visit.
Mar 10, 2025Routine14
Emergency Preparedness Deficiencies
Provide emergency officials' contact information.
Egress Deficiencies
Keep aisles, corridors, and exits free of obstruction in case of emergency.
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.
Egress Deficiencies
Provide exit doors that are held open by devices that will automatically close on the activation of a fire alarm or smoke detector.
Egress Deficiencies
Have stairways and smokeproof enclosures used as exits that meet safety requirements.
Smoke Deficiencies
Install a fire alarm system that can be heard throughout the facility.
Smoke Deficiencies
Have a complete alarm system manually initiated and initiated by fire sprinkler system connection.
Smoke Deficiencies
Properly provide smoke detection systems in areas open to corridors.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Smoke Deficiencies
Properly select, install, inspect, or maintain portable fire extinguishes.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Quality of Life and Care Deficiencies
Provide appropriate care for a resident to maintain and/or improve range of motion (ROM), limited ROM and/or mobility, unless a decline is for a medical reason.
Quality of Life and Care Deficiencies
Provide safe, appropriate pain management for a resident who requires such services.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Mar 10, 2025Complaint2
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Timely report suspected abuse, neglect, or theft and report the results of the investigation to proper authorities.
Nutrition and Dietary Deficiencies
Ensure food and drink is palatable, attractive, and at a safe and appetizing temperature.
Jan 24, 2025Complaint5
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Resident Rights Deficiencies
Honor the resident's right to share a room with spouse or roommate of choice and receive written notice before a change is made.
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.
Quality of Life and Care Deficiencies
Provide safe, appropriate pain management for a resident who requires such services.
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.
Feb 13, 2023Routine22
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Protect each resident from all types of abuse such as physical, mental, sexual abuse, physical punishment, and neglect by anybody.
Electrical Deficiencies
Ensure that building systems meet requirements determined by risk assessment procedures performed by qualified personnel.
Gas, Vacuum, and Electrical Systems Deficiencies
Have proper power supply for life support equipment.
Emergency Preparedness Deficiencies
Establish an Emergency Preparedness Program (EP).
Emergency Preparedness Deficiencies
Address subsistence needs for staff and patients.
Emergency Preparedness Deficiencies
Implement emergency and standby power systems.
Smoke Deficiencies
Have approved installation, maintenance and testing program for fire alarm systems.
Smoke Deficiencies
Properly provide smoke detection systems in areas open to corridors.
Gas, Vacuum, and Electrical Systems Deficiencies
Meet requirements for the installation and maintenance of electrical systems.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Construction Deficiencies
Satisfy building requirements after a repair, renovation, modification, or change of user/occupancy.
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.
Egress Deficiencies
Install proper backup exit lighting.
Smoke Deficiencies
Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.
Smoke Deficiencies
Install an approved automatic sprinkler system.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure that testing and maintenance of electrical equipment is performed.
Gas, Vacuum, and Electrical Systems Deficiencies
Have proper medical gas storage and administration areas.
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 safe and appropriate respiratory care for a resident when needed.
Pharmacy Service Deficiencies
Ensure medication error rates are not 5 percent or greater.
May 6, 2021Routine4
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Egress Deficiencies
Have properly located and lighted "Exit" signs.
Smoke Deficiencies
Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.
Smoke Deficiencies
Install an approved automatic sprinkler system.
Ownership & Operations
Who Operates This Facility
Complete Care at Westfield, LLC
for profit
Chain Affiliation
Complete Care
85 facilities nationwide
Chain avg rating: 3.2/5 · Rank 47 of 85
Ownership & Management
Owners
Pc Nj2 Opcos LLC
Owner · Organization
Sms 2021 Trust
Owner (parent company) · Organization
Stein, Shalom
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
429 reviews from families & visitors
Official Website
Visit ccwestfield.com
Medicare data downloads
Original nursing home datasets
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