Encore at West Meadow
Meets baseline Medicare standards with room for improvement. A tour and talking to current residents' families is the best next step.
based on 93 Google reviews

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What this means for your family
While the facility has a history of strong physical therapy and a welcoming environment, recent reviews indicate a sharp decline in care quality under new management. Families should be extremely cautious and perform unannounced visits, specifically checking on hygiene and staff response times before committing.
Google Reviews
Google Reviews
93 reviews on Google“Encore at West Meadow (formerly Millcroft) presents a polarized experience for families, with many praising the facility's aesthetic, cleanliness, and the helpfulness of the admissions and therapy teams. However, recent reviews from 2024-2026 highlight significant concerns regarding neglect, poor communication, and a perceived decline in care quality following a change in management. Families should weigh the positive reports of physical therapy and facility atmosphere against serious allegations of staff shortages and inadequate medical oversight.”
Quality Themes
Tap a score for detailsStrengths
- Helpful and knowledgeable admissions staff
- Effective physical and occupational therapy
- Clean and well-maintained facility
- Welcoming and home-like atmosphere
Concerns
- Neglect and poor hygiene for residents (mentioned by 6 reviewers)
- Inadequate staffing levels leading to slow response times (mentioned by 4 reviewers)
- Poor communication and lack of responsiveness from management (mentioned by 3 reviewers)
- Medication errors and lack of medical oversight (mentioned by 2 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 97 analyzed
How They Respond to Reviews
This facility actively engages with reviewer feedback.
Questions for Your Tour
- 1I noticed your team is active in responding to feedback online; how do you use that input to improve the daily experience for residents?
- 2With the current focus on enhancing hygiene and personal care protocols, what specific steps are you taking to ensure residents receive consistent, high-quality attention throughout the day?
- 3Given the recent feedback regarding response times, could you walk us through the current process for how staff are alerted and prioritized when a resident needs assistance?
- 4Since medication management is a top priority for our family, can you explain the oversight process you have in place to prevent errors and ensure timely administration?
- 5I see your therapy programs are highly regarded; how do you integrate those physical and occupational therapy sessions into the daily routine of residents?
- 6How does your management team handle communication with families when concerns arise, and what is the best way for us to stay updated on our loved one's care?
Personalized based on this facility's data
Key Review Excerpts
“The nurse practitioner and the physician were very helpful. Physical and occupational therapy assisted her to regain some significant losses due to pain and hospitalization.”
“The therapy staff is among the best, giving me inspiration and the confidence to keep on trying!”
“After a few days I was there visiting, and she was buzzing for help to get her to the bathroom. I had to go get her a nurse, because nobody came after 4 min. That alone tells me they need more help”
Staffing
Staffing Hours
per resident/day · Medicare 2026This 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
10
measures
6
measures
1
measures
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents on antipsychotic medication
Residents on anti-anxiety or sleep medication
Residents vaccinated for pneumonia
Residents vaccinated for the flu
Residents whose walking got worse
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 complaints against this facility, with 18 complaint-triggered deficiencies spanning recent years. Primary recurring issues involve medication management, abuse/neglect reporting procedures, and resident safety hazards. While the facility has corrected all cited deficiencies, the pattern of ongoing complaints—including serious matters like accident prevention and proper abuse reporting—suggests persistent care quality concerns that families should carefully investigate before placement.
Oct 29, 2025Complaint3
Pharmacy Service Deficiencies
Ensure that residents are free from significant medication errors.
Resident Assessment and Care Planning Deficiencies
Ensure services provided by the nursing facility meet professional standards of quality.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
Nov 26, 2024Routine17
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 stairways and smokeproof enclosures used as exits that meet safety requirements.
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
Inspect, test, and maintain automatic sprinkler systems.
Services Deficiencies
Have properly installed electrical wiring and gas equipment.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure proper usage of power strips and extension cords.
Resident Rights Deficiencies
Allow resident to participate in the development and implementation of his or her person-centered plan of care.
Resident Rights Deficiencies
Keep residents' personal and medical records private and confidential.
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.
Resident Assessment and Care Planning Deficiencies
Ensure each resident receives an accurate assessment.
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.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
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.
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 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.
Aug 28, 2024Complaint5
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Timely report suspected abuse, neglect, or theft and report the results of the investigation to proper authorities.
Administration Deficiencies
Provide behavior health training consistent with the requirements and as determined by a facility assessment.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Respond appropriately to all alleged violations.
Administration Deficiencies
Conduct mandatory training, for all staff, on the facility’s Quality Assurance and Performance Improvement Program.
Oct 19, 2023Routine1
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Oct 19, 2023Complaint8
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.
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 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 and appropriate respiratory care for a resident when needed.
Nursing and Physician Services Deficiencies
Ensure that nurse aides who have worked more than 4 months, are trained and competent; and nurse aides who have worked less than 4 months are enrolled in appropriate training.
Nursing and Physician Services Deficiencies
Observe each nurse aide's job performance and give regular training.
Pharmacy Service Deficiencies
Ensure each resident’s drug regimen must be free from unnecessary drugs.
Pharmacy Service Deficiencies
Ensure that residents are free from significant medication errors.
Mar 31, 2021Routine8
Administration Deficiencies
Have the Quality Assessment and Assurance group have the required members and meet at least quarterly
Resident Rights Deficiencies
The resident has the right to receive notices in a format and a language he or she understands.
Resident Rights Deficiencies
Allow residents to easily view the nursing home's survey results and communicate with advocate agencies.
Resident Rights Deficiencies
Honor the resident's right to voice grievances without discrimination or reprisal and the facility must establish a grievance policy and make prompt efforts to resolve grievances.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Resident Rights Deficiencies
Reasonably accommodate the needs and preferences of each resident.
Resident Assessment and Care Planning Deficiencies
Ensure each resident receives an accurate assessment.
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.
Federal Penalties
Fine
Oct 29, 2025
$14,015
Fine
Aug 28, 2024
$16,448
Ownership & Operations
Who Operates This Facility
Encore at West Meadow
for profit
Ownership & Management
Owners
Undisclosed
Ownership Data Not Available · Organization
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
93 reviews from families & visitors
Official Website
Visit encoreparkside.com
Medicare data downloads
Original nursing home datasets
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