Heartland Living & Rehab at the Moses H Cone Memor
Strong Medicare quality ratings; families often praise highly effective physical and occupational therapy. Still worth an in-person visit.
based on 69 Google reviews
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What this means for your family
While the physical therapy team is frequently praised as a high point, the facility suffers from persistent, serious concerns regarding cleanliness and responsiveness to patient needs. If you choose this facility, we strongly recommend frequent, unannounced visits to monitor your loved one's care and hygiene, as the experience seems highly dependent on the specific staff on duty.
Google Reviews
Google Reviews
69 reviews on Google“Heartland Living & Rehab receives highly polarized feedback, with many families reporting severe neglect, unsanitary conditions, and poor communication, while others praise the physical therapy team and specific staff members. Recurring complaints focus on slow response times to call buttons, unpleasant odors, and inconsistent quality of care. Prospective families should be aware of the significant divide between positive experiences in rehab and reports of neglect in long-term care.”
Quality Themes
Tap a score for detailsStrengths
- Highly effective physical and occupational therapy
- Some dedicated and compassionate individual nursing staff
- Engaging activity department
- Professional and welcoming front desk staff
Concerns
- Unsanitary facility conditions including odors of urine and feces (mentioned by 8 reviewers)
- Neglect and slow response to call buttons/patient needs (mentioned by 11 reviewers)
- Poor quality, cold, or inappropriate food (mentioned by 6 reviewers)
- Inconsistent or poor medication management (mentioned by 4 reviewers)
- Rude or unprofessional staff behavior (mentioned by 7 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 67 analyzed
How They Respond to Reviews
Questions for Your Tour
- 1We've heard great things about your therapy programs; could you tell us more about how the physical and occupational therapy team works with residents to regain their independence?
- 2What specific protocols do you have in place to ensure the facility remains clean, fresh-smelling, and well-maintained throughout the day?
- 3How does the nursing team manage call buttons and ensure that residents' needs are addressed promptly, especially during busy shifts?
- 4Could you describe the daily dining experience, including how you ensure meals are served at the right temperature and meet various dietary needs?
- 5What is your process for ensuring medication management is consistent and error-free for every resident?
- 6How does the activity department keep residents engaged, and are there specific social events that the residents really enjoy?
Personalized based on this facility's data
Key Review Excerpts
“The Physical Therapy team is excellent and very caring. If I was rating just physical therapy they would get 5 stars.”
“The first thing I noticed was the stench of dried urine, and once in the corridors for the patient rooms, I understood why, the carpet was filthy, with stains (of urine? I suppose).”
“The call button should be taken out of the room because the people working there just come and turn it off and say we will be back in a couple minutes.”
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
9
measures
7
measures
1
measures
Residents whose bladder or bowel control got worse
Residents whose walking got worse
Residents on anti-anxiety or sleep medication
Residents vaccinated for pneumonia
Residents needing more daily help over time
Residents with pressure sores (bedsores)
Short-stay residents vaccinated for pneumonia
Short-stay residents vaccinated for the flu
Short-stay residents newly given antipsychotics
US average from Medicare published data
Inspection History
Medicare Inspection History
3-year lookback · Medicare 2026
This facility has 24 federal deficiencies across three surveys, with recurring issues in fire safety, medication management, and building systems. The most concerning pattern is repeated medication errors exceeding 5% across multiple surveys, alongside persistent fire safety violations including smoke barriers and emergency exits. While all deficiencies show correction dates, the recurrence of similar problems suggests ongoing operational challenges that families should discuss during visits.
Feb 26, 2025Routine5
Nursing and Physician Services Deficiencies
Have a registered nurse on duty 8 hours a day; and select a registered nurse to be the director of nurses on a full time basis.
Services Deficiencies
Ensure heating and ventilation systems that have been properly installed according to the manufacturer's instructions.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
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.
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.
Sep 28, 2023Routine15
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
Provide properly protected cooking facilities.
Smoke Deficiencies
Ensure smoke barriers are constructed to a 1 hour fire resistance rating.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
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.
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 Assessment and Care Planning Deficiencies
Ensure each resident receives an accurate assessment.
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.
Pharmacy Service Deficiencies
Ensure medication error rates are not 5 percent or greater.
Administration Deficiencies
Set up an ongoing quality assessment and assurance group to review quality deficiencies and develop corrective plans of action.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Egress Deficiencies
Keep aisles, corridors, and exits free of obstruction in case of emergency.
Egress Deficiencies
Install proper backup exit lighting.
Services Deficiencies
Ensure heating and ventilation systems that have been properly installed according to the manufacturer's instructions.
Gas, Vacuum, and Electrical Systems Deficiencies
Have proper medical gas storage and administration areas.
Jul 14, 2022Routine4
Pharmacy Service Deficiencies
Ensure medication error rates are not 5 percent or greater.
Smoke Deficiencies
Provide properly protected cooking facilities.
Smoke Deficiencies
Properly select, install, inspect, or maintain portable fire extinguishes.
Smoke Deficiencies
Install corridor and hallway doors that block smoke.
Ownership & Operations
Who Operates This Facility
Heartland Living & Rehab at the Moses H Cone Memor
for profit
Chain Affiliation
Century Care Management
7 facilities nationwide
Chain avg rating: 4.1/5 · Rank 6 of 7
Ownership & Management
Owners
Noah K Duncan Mrtl Tr
Owner · Organization
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
69 reviews from families & visitors
Official Website
Visit heartlandlr.com
Medicare data downloads
Original nursing home datasets
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