Heritage Hall Big Stone Gap
Meets baseline Medicare standards with room for improvement. A tour and talking to current residents' families is the best next step.
based on 29 Google reviews
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What this means for your family
This facility is frequently praised for its rehabilitation services and memory care, but families should be aware of significant communication barriers and reports of understaffing. We recommend visiting in person to observe staff-to-resident ratios and asking specifically about their process for handling family inquiries and medical transfers.
Google Reviews
Google Reviews
29 reviews on Google“Heritage Hall Big Stone Gap receives polarized feedback, with many families praising the compassionate care and effective rehabilitation services, while others raise serious concerns regarding administrative communication and staffing levels. While some report a welcoming, family-oriented environment, critics highlight significant issues with responsiveness, potential neglect, and difficulty in managing patient transfers.”
Quality Themes
Tap a score for detailsStrengths
- Compassionate and friendly nursing staff
- Effective physical therapy and rehabilitation
- Helpful admissions and social services team
- Well-maintained, clean facility environment
Concerns
- Poor communication and difficulty reaching staff by phone (mentioned by 2 reviewers)
- Understaffing leading to delayed resident care (mentioned by 2 reviewers)
- Allegations of prioritizing financial gain over patient care (mentioned by 2 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 32 analyzed
How They Respond to Reviews
This facility rarely responds to reviews.
Questions for Your Tour
- 1Given that some families have found it challenging to reach staff by phone, what is the best way for us to stay in regular contact with our loved one's care team?
- 2With the current staffing levels, what specific protocols do you have in place to ensure that residents receive timely assistance when they call for help?
- 3I noticed the facility has a strong reputation for physical therapy; could you walk us through how you coordinate those rehabilitation services with daily nursing care?
- 4How does your team handle medication management and oversight to ensure accuracy and safety for residents?
- 5What does a typical social calendar look like for residents, and how do you encourage participation in daily activities?
- 6In the event of a medical emergency, what is your facility's process for stabilizing a resident and communicating with family members immediately?
Personalized based on this facility's data
Key Review Excerpts
“My grandfather had been admitted after complications from COVID 19 for physical therapy. He was treated with the upmost respect and dignity. He made leaps and bounds of improvement from being completely bedbound to walking with assist.”
“I have no complaints at all about this facility. The staff are so friendly and helpful and they have taken such wonderful care of my Father. His stay there in the memory care unit has been an awesome experience and I would highly recommend this facility to anyone.”
“They need more help on all shifts. My cousin in diapers and she said she wait for hours sometimes. It not the workers it’s not got help.”
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
10
measures
3
measures
4
measures
Residents on antipsychotic medication
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents whose bladder or bowel control got worse
Residents vaccinated for pneumonia
Residents on anti-anxiety or sleep medication
Residents needing more daily help over time
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 faced recent serious concerns, with families filing complaints in 2024 that triggered inspections finding deficiencies in abuse protection, medication management, and infection control. The main recurring issues across multiple surveys involve medication management, care planning, and safety hazards. While the facility reports correcting each deficiency, the pattern of repeated problems in medication safety and the recent complaint-triggered findings regarding resident protection warrant careful consideration during your visit.
Nov 19, 2024Complaint4
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.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Pharmacy Service Deficiencies
Ensure that residents are free from significant medication errors.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Aug 15, 2023Complaint1
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Feb 1, 2023Routine10
Egress Deficiencies
Have properly located and lighted "Exit" signs.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Smoke Deficiencies
Install corridor and hallway doors that block smoke.
Miscellaneous Deficiencies
To conduct inspection, testing and maintenance of fire doors by qualified individuals.
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.
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 enough food/fluids to maintain a resident's health.
Quality of Life and Care Deficiencies
Provide safe, appropriate dialysis care/services for a resident who requires such services.
Services Deficiencies
Have properly installed electrical wiring and gas equipment.
May 12, 2021Routine20
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
Ensure each resident must receive and the facility must provide necessary behavioral health care and services.
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.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Develop and implement policies and procedures to prevent abuse, neglect, and theft.
Resident Assessment and Care Planning Deficiencies
Safeguard resident-identifiable information and/or maintain medical records on each resident that are in accordance with accepted professional standards.
Infection Control Deficiencies
Perform COVID19 testing on residents and staff.
Construction Deficiencies
Use approved construction type or materials.
Smoke Deficiencies
Install corridor and hallway doors that block smoke.
Services Deficiencies
Have properly installed electrical wiring and gas equipment.
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
Immediately tell the resident, the resident's doctor, and a family member of situations (injury/decline/room, etc.) that affect the resident.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Timely report suspected abuse, neglect, or theft and report the results of the investigation to proper authorities.
Resident Assessment and Care Planning Deficiencies
Notify the appropriate authorities when residents with MD or ID services has a significant change in condition.
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
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.
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.
Egress Deficiencies
Have properly located and lighted "Exit" signs.
Miscellaneous Deficiencies
Have posted "No-smoking" signs in areas where smoking is not permitted or ashtrays provided where smoking was allowed.
Miscellaneous Deficiencies
To conduct inspection, testing and maintenance of fire doors by qualified individuals.
Jun 27, 2019Routine18
Administration Deficiencies
Have the Quality Assessment and Assurance group have the required members and meet at least quarterly
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 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.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Develop and implement policies and procedures to prevent abuse, neglect, and theft.
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
Plan the resident's discharge to meet the resident's goals and needs.
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 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
Ensure that feeding tubes are not used unless there is a medical reason and the resident agrees; and provide appropriate care for a resident with a feeding tube.
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 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.
Pharmacy Service Deficiencies
Ensure that residents are free from significant medication errors.
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 Assessment and Care Planning Deficiencies
Safeguard resident-identifiable information and/or maintain medical records on each resident that are in accordance with accepted professional standards.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Federal Penalties
Fine
Nov 19, 2024
$40,517
Fine
Aug 15, 2023
$31,103
Ownership & Operations
Who Operates This Facility
Heritage Hall Big Stone Gap
for profit
Chain Affiliation
Heritage Hall
16 facilities nationwide
Chain avg rating: 3.9/5 · Rank 15 of 16
Ownership & Management
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
29 reviews from families & visitors
Medicare data downloads
Original nursing home datasets
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