Heartwood Extended Healthcare
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 103 Google reviews
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Quality Concerns Identified
Medicare inspection and quality data reveal areas that families should carefully evaluate before choosing this facility.
- Low overall rating (1/5 stars)
- Above-median deficiencies (21 vs median 14)
- High staff turnover (54%)
- High RN turnover (64%)
Bottom 25% in WA · Below recommended RN staffing · $293,221 in fines
What this means for your family
While some residents report positive experiences with therapy and individual staff, the recurring reports of neglect, medication errors, and slow response times are critical red flags. If you are considering this facility, we strongly recommend conducting an unannounced visit during a weekend or evening shift to observe staffing levels and response times firsthand.
Google Reviews
Google Reviews
103 reviews on Google“Heartwood Extended Healthcare receives highly polarized feedback, with many families reporting severe neglect, poor communication, and dangerous understaffing. While some residents and visitors praise the facility for its recent building improvements and friendly individual staff members, these positive experiences are frequently overshadowed by reports of unhygienic conditions, medication errors, and slow response times to call lights.”
Quality Themes
Tap a score for detailsStrengths
- Helpful and friendly individual staff members
- Recent facility building improvements
- Effective physical and occupational therapy programs
- Convenient location for visitors
Concerns
- Severe neglect and poor hygiene (e.g., residents left in soiled bedding) (mentioned by 9 reviewers)
- Slow or non-existent response to call lights (mentioned by 6 reviewers)
- Poor communication with families regarding medical status and appointments (mentioned by 5 reviewers)
- Medication management errors and delays (mentioned by 4 reviewers)
- Understaffing leading to overworked employees (mentioned by 4 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 108 analyzed
How They Respond to Reviews
This facility actively engages with reviewer feedback.
Questions for Your Tour
- 1Given the recent building improvements, what specific steps are being taken to ensure that daily hygiene and room cleanliness remain a top priority for all residents?
- 2Could you walk me through your current process for monitoring call lights, and how do you ensure that requests are addressed promptly during shift changes?
- 3How does your nursing team coordinate with families regarding medical updates and appointment scheduling to ensure we are always kept in the loop?
- 4With the current staffing levels, what protocols are in place to ensure that medication management is handled accurately and without delays?
- 5I noticed your team is active in responding to feedback online; how do you use that family input to make tangible improvements to the quality of care?
- 6What does a typical day look like for residents in terms of social engagement and activities, especially for those who may need extra assistance?
Personalized based on this facility's data
Key Review Excerpts
“He fell Six times in a day with the so called "aid". He was in the hospital multiple days because of the "aid" that was supposed to be checking in on him.”
“Takes an hour or longer for them to respond when patient pulls the cord and takes 2 extra hours for them to bring a PRN medication, so they end up falling behind on pain management.”
“I know for a fact that medication is not being given properly as I find the pills left on her table.”
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
5
measures
12
measures
Residents whose walking got worse
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents vaccinated for pneumonia
Residents on anti-anxiety or sleep medication
Residents with pressure sores (bedsores)
Residents vaccinated for the flu
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
Families have filed multiple complaints triggering nearly one-fifth of the 118 deficiencies found across recent surveys. Recurring problems involve care planning and treatment delivery, pain management, and safety hazards. The facility also shows persistent issues with building safety systems including fire protection and emergency equipment. While all deficiencies show correction dates, the high volume of complaints and repeat violations in core care areas warrant careful consideration.
Mar 30, 2026Routine30
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
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.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Emergency Preparedness Deficiencies
Address patient/client population and determine types of services needed.
Emergency Preparedness Deficiencies
Include a process for Emergency Preparedness collaboration.
Emergency Preparedness Deficiencies
List the names and contact information of those in the facility.
Emergency Preparedness Deficiencies
Provide emergency officials' contact information.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Services Deficiencies
Ensure heating and ventilation systems that have been properly installed according to the manufacturer's instructions.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Ensure that each resident is free from the use of physical restraints, unless needed for medical treatment.
Resident Rights Deficiencies
Provide the required documentation or notification related to the resident's needs, appeal rights, or bed-hold policies.
Resident Assessment and Care Planning Deficiencies
Ensure each resident receives an accurate assessment.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure that testing and maintenance of electrical equipment is performed.
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.
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 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.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Timely report suspected abuse, neglect, or theft and report the results of the investigation to proper authorities.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Respond appropriately to all alleged violations.
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.
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.
Resident Assessment and Care Planning Deficiencies
Ensure services provided by the nursing facility meet professional standards of quality.
Quality of Life and Care Deficiencies
Ensure residents do not lose the ability to perform activities of daily living unless there is a medical reason.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
Quality of Life and Care Deficiencies
Assist a resident in gaining access to vision and hearing services.
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.
Quality of Life and Care Deficiencies
Provide safe, appropriate pain management for a resident who requires such services.
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.
Quality of Life and Care Deficiencies
Provide or obtain dental services for each resident.
Nursing and Physician Services Deficiencies
Post nurse staffing information every day.
Jun 17, 2025Complaint1
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Feb 13, 2025Routine27
Emergency Preparedness Deficiencies
Conduct testing and exercise requirements.
Egress Deficiencies
Install emergency lighting that can last at least 1 1/2 hours.
Smoke Deficiencies
Provide properly protected cooking facilities.
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.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure proper usage of power strips and extension cords.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure that testing and maintenance of electrical equipment is performed.
Resident Rights Deficiencies
Ensure that residents are fully informed and understand their health status, care and treatments.
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.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Ensure that each resident is free from the use of physical restraints, unless needed for medical treatment.
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.
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.
Resident Assessment and Care Planning Deficiencies
Ensure necessary information is communicated to the resident, and receiving health care provider at the time of a planned discharge.
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
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
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 enough food/fluids to maintain a resident's health.
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Quality of Life and Care Deficiencies
Provide safe, appropriate pain management for a resident who requires such services.
Quality of Life and Care Deficiencies
Provide safe, appropriate dialysis care/services for a resident who requires such services.
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.
Quality of Life and Care Deficiencies
Provide or obtain dental services for each resident.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Smoke Deficiencies
Install corridor and hallway doors that block smoke.
Services Deficiencies
Ensure heating and ventilation systems that have been properly installed according to the manufacturer's instructions.
Nursing and Physician Services Deficiencies
Post nurse staffing information every day.
Feb 13, 2025Complaint1
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Timely report suspected abuse, neglect, or theft and report the results of the investigation to proper authorities.
Oct 29, 2024Complaint2
Resident Rights Deficiencies
Give residents notice of Medicaid/Medicare coverage and potential liability for services not covered.
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.
Apr 12, 2024Routine31
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Egress Deficiencies
Keep aisles, corridors, and exits free of obstruction in case of emergency.
Egress Deficiencies
Have properly located and lighted "Exit" signs.
Smoke Deficiencies
Provide properly protected cooking facilities.
Smoke Deficiencies
Have approved installation, maintenance and testing program for fire alarm systems.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Smoke Deficiencies
Install corridor and hallway doors that block smoke.
Smoke Deficiencies
Ensure smoke barriers are constructed to a 1 hour fire resistance rating.
Services Deficiencies
Have properly installed electrical wiring and gas equipment.
Miscellaneous Deficiencies
Have posted "No-smoking" signs in areas where smoking is not permitted or ashtrays provided where smoking was allowed.
Infection Control Deficiencies
Implement a program that monitors antibiotic use.
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.
Resident Assessment and Care Planning Deficiencies
Ensure services provided by the nursing facility meet professional standards of quality.
Nutrition and Dietary Deficiencies
Provide each resident with a nourishing, palatable, well-balanced diet that meets his or her daily nutritional and special dietary needs.
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.
Administration Deficiencies
Inform resident or representatives choice to enter into binding arbitration agreement and right to refuse.
Administration Deficiencies
Provide a neutral and fair arbitration process and agree to arbitrator and venue.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Infection Control Deficiencies
Develop and implement policies and procedures for flu and pneumonia vaccinations.
Infection Control Deficiencies
Educate residents and staff on COVID-19 vaccination, offer the COVID-19 vaccine to eligible residents and staff after education, and properly document each resident and staff member's vaccination status.
Resident Assessment and Care Planning Deficiencies
Assess the resident when there is a significant change in condition
Resident Rights Deficiencies
Honor the resident's right to manage his or her financial affairs.
Resident Rights Deficiencies
Keep residents' personal and medical records private and confidential.
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 care and assistance to perform activities of daily living for any resident who is unable.
Quality of Life and Care Deficiencies
Provide activities to meet all resident's needs.
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, appropriate pain management for a resident who requires such services.
Quality of Life and Care Deficiencies
Provide safe, appropriate dialysis care/services for a resident who requires such services.
Federal Penalties
Fine
Mar 27, 2024
$153,010
Payment Denial
Mar 27, 2024
30-day denial
Fine
Dec 13, 2023
$107,955
Fine
Oct 25, 2023
$32,256
Ownership & Operations
Who Operates This Facility
Heartwood Extended Healthcare
for profit
Ownership & Management
Owners
Heartwood Operator Holdings LLC
Owner · Organization
Heartwood Realty LLC
Owner · Organization
Heartwood Realty Holdings LLC
Owner · Organization
Pacific Northwest Consulting Holdings LLC
Owner · Organization
Ch Heartwood Washington Holdings LLC
Owner (parent company) · Organization
Heartwood Washington Care Operations Holdings LLC
Owner (parent company) · 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
103 reviews from families & visitors
Medicare data downloads
Original nursing home datasets
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