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Nursing HomeMedicaid Top Rated

Cook Willow Health & Rehabilitation Center, INC.

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

81 Hillside Avenue, Plymouth, CT 0678260 bedsLicensed & Active
5/5
Medicare
Inspection
Quality
Staffing
Google rating
3.7/5

based on 18 Google reviews

5
4
3
2
1

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What this means for your family

While some families report excellent experiences and a clean environment, there are serious, recurring concerns regarding hygiene and responsiveness to patient needs. If you are considering this facility, we strongly recommend an unannounced visit to inspect the cleanliness of equipment and to observe how staff interact with residents during high-traffic times.

Google Reviews

Google Reviews

18 reviews on Google
Cook Willow Health & Rehabilitation Center receives highly polarized feedback, with some families praising the professional staff and clean environment, while others report significant concerns regarding hygiene and facility management. Critical reviews highlight issues with cleanliness, such as soiled equipment, and a lack of responsiveness to patient safety and comfort concerns. Prospective families should weigh the positive experiences of long-term residents against the serious allegations of neglect and poor facility maintenance.

Quality Themes

Tap a score for details
FoodN/AStaff6.0Clean3.0ActivitiesN/AMedsN/AMemoryN/AComms4.0ValueN/A

Strengths

  • Professional and friendly nursing staff
  • Recent facility remodeling and upgrades
  • Positive outcomes for long-term residents
  • Helpful and attentive administrative leadership

Concerns

  • Poor hygiene and cleanliness standards (mentioned by 3 reviewers)
  • Inadequate staffing levels (mentioned by 2 reviewers)

Rating Trends

Tap a year to see what changed

2342.0'16(4)5.05.0'18(2)2.05.0'22(1)5.05.0'24(1)4.0'25(4)

Distribution · 22 analyzed

5
15
4
0
3
0
2
0
1
7

How They Respond to Reviews

6%response rate

This facility rarely responds to reviews.

Questions for Your Tour

  • 1It's great to see the recent facility remodeling and upgrades; how often are the common areas and resident rooms deep-cleaned to maintain that new look?
  • 2We've heard wonderful things about the professional and friendly nursing staff; how does the leadership team support them to ensure there is always enough care available for every resident?
  • 3Since the administrative leadership is known for being so helpful, what is the best way for our family to stay in regular contact with you regarding updates on our loved one?
  • 4Could you walk us through the protocol for handling a medical emergency or a sudden change in health during the overnight hours?
  • 5What kind of daily activities or social outings do you have planned to keep the residents engaged and connected with one another?
  • 6With the recent improvements to the facility, are there any new amenities or specialized programs that the residents are particularly enjoying right now?

Personalized based on this facility's data


Key Review Excerpts

Staff was exceptional. My Me Me came to life while there, more socialble and happier, at least until she couldn't be anymore.

Long-term resident's family · 2025★★★★★

The night my mom died down the hall a patients t.v was wicked loud and other patient were trying to come into her room this was during Covid, me and a family were called ther because our mom was dying we complained about this issue nothing was done.

Long-term resident's family · 2025☆☆☆☆

My grandmother is unable to walk to the bathroom, so we kindly asked for a commode. The worker there grabbed one and when we opened it, it was covered in human waste.

Long-term resident's family · 2019☆☆☆☆
Source: 18 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
0.97hrs
OK
Registered nurses for medical care
Total Nursing
4.19hrs
OK
All nurses + aides combined
Staff Turnover
42%
Lower is better (< 30% = good)
RN Turnover
33%
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
5/ 5
Better Than Avg

13

measures

Worse Than Avg

3

measures

Mixed Results

1

measures

Long-Stay Residents
😔

Residents with depression symptoms

↓ Lower is better
This Facility6.3%
Better than Avg
Here
6.3%
US
12.1%
CT
19.7%
Naugatuck vly
26.2%

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

💉

Residents vaccinated for pneumonia

↑ Higher is better
This Facility100.0%
Better than Avg
Here
100.0%
US
93.4%
CT
88.0%
Naugatuck vly
86.8%
💊

Residents on antipsychotic medication

↓ Lower is better
This Facility9.9%
Better than Avg
Here
9.9%
US
15.4%
CT
17.8%
Naugatuck vly
16.5%
💉

Residents vaccinated for the flu

↑ Higher is better
This Facility100.0%
Better than Avg
Here
100.0%
US
95.5%
CT
93.5%
Naugatuck vly
93.0%
🛏️

Residents needing more daily help over time

↓ Lower is better
This Facility12.2%
Better than Avg
Here
12.2%
US
14.4%
CT
18.2%
Naugatuck vly
18.9%
🚶

Residents whose walking got worse

↓ Lower is better
This Facility11.3%
Better than Avg
Here
11.3%
US
15.3%
CT
17.4%
Naugatuck vly
17.9%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility100.0%
Better than Avg
Here
100.0%
US
79.7%
CT
69.7%
Naugatuck vly
65.0%
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility100.0%
Better than Avg
Here
100.0%
US
81.8%
CT
71.0%
Naugatuck vly
67.7%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility0.8%
Better than Avg
Here
0.8%
US
1.6%
CT
1.5%
Naugatuck vly
1.6%
Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

9deficiencies
Near state avg (12.8)
2 complaint-triggered

This facility has concerning patterns including families filing complaints that triggered findings about inadequate reporting of suspected abuse and neglect. The facility shows recurring issues across care planning and assessment, fire safety systems, and resident rights that have persisted across multiple surveys from 2021 to 2024, suggesting systemic problems that reappear even after reported corrections.

Sep 12, 2025Routine
9
0812Potential for harm · PatternCorrected

Nutrition and Dietary Deficiencies

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

0353Potential for harm · IsolatedCorrected

Smoke Deficiencies

Inspect, test, and maintain automatic sprinkler systems.

0918Potential for harm · IsolatedCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

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

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.

0658Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

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

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.

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.

0880Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

0628Minimal · WidespreadCorrected

Resident Rights Deficiencies

Provide the required documentation or notification related to the resident's needs, appeal rights, or bed-hold policies.

Sep 12, 2025Complaint
2
0609Potential for harm · IsolatedCorrected

Freedom from Abuse, Neglect, and Exploitation Deficiencies

Timely report suspected abuse, neglect, or theft and report the results of the investigation to proper authorities.

0610Potential for harm · IsolatedCorrected

Freedom from Abuse, Neglect, and Exploitation Deficiencies

Respond appropriately to all alleged violations.

Feb 6, 2024Routine
12
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.

0353Potential for harm · PatternCorrected

Smoke Deficiencies

Inspect, test, and maintain automatic sprinkler systems.

0920Potential for harm · IsolatedCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Ensure proper usage of power strips and extension cords.

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.

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.

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.

0919Potential for harm · IsolatedCorrected

Environmental Deficiencies

Make sure that a working call system is available in each resident's bathroom and bathing area.

0570Minimal · PatternCorrected

Resident Rights Deficiencies

Assure the security of all personal funds of residents deposited with the facility.

0584Minimal · 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.

0730Minimal · PatternCorrected

Nursing and Physician Services Deficiencies

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

Nov 22, 2021Routine
6
0341Potential for harm · PatternCorrected

Smoke Deficiencies

Install a fire alarm system that can be heard throughout the facility.

0321Potential for harm · IsolatedCorrected

Smoke Deficiencies

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

0324Potential for harm · IsolatedCorrected

Smoke Deficiencies

Provide properly protected cooking facilities.

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.

0600Potential for harm · IsolatedCorrected

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.

0641Minimal · PatternCorrected

Resident Assessment and Care Planning Deficiencies

Ensure each resident receives an accurate assessment.

Ownership & Operations

Who Operates This Facility

Owner / Operator

Cook Willow Health & Rehabilitation Center, INC.

Organization Type

for profit

Ownership & Management

Owners

Macdonald, Susan

Owner

100%

Key personnel

Macdonald, SusanOfficer / DirectorLe Clair, JennesaOfficer / DirectorMacdonald, SusanOfficer / DirectorMacdonald, WalterOfficer / DirectorLe Clair, JennesaManager
Source: Medicare provider data

Contact

Get in Touch

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References & Resources

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