Heritage Health Services
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 25 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 (2/5 stars)
- Low staffing rating (2/5 stars)
- Above-median deficiencies (8 vs median 7)
- High staff turnover (72%)
- High RN turnover (86%)
Below average in WI · Meets national RN staffing standard · Very high staff turnover · Below chain average · $25,847 in fines
What this means for your family
While some families report successful rehab stays, the facility has a recurring pattern of severe understaffing and medication management errors. If you choose this facility, ensure you have a plan for frequent, in-person monitoring of your loved one to verify that care tasks are being completed as prescribed.
Google Reviews
Google Reviews
25 reviews on Google“Heritage Health Services receives highly polarized feedback, with some families praising the rehab team and staff responsiveness, while others report severe neglect and staffing shortages. Critics frequently cite long wait times for assistance, medication errors, and unprofessional behavior, suggesting a lack of consistency in care quality.”
Quality Themes
Tap a score for detailsStrengths
- Effective physical and occupational therapy
- Helpful and cheerful nursing staff for some residents
- Good food quality
Concerns
- Chronic understaffing leading to neglect (mentioned by 6 reviewers)
- Slow response times to call lights (mentioned by 3 reviewers)
- Medication management and clinical errors (mentioned by 3 reviewers)
- Unprofessional or disrespectful staff behavior (mentioned by 4 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 30 analyzed
How They Respond to Reviews
This facility responds to some reviews.
Questions for Your Tour
- 1I noticed that therapy services are often highlighted as a strength here; how do you integrate those physical and occupational therapy sessions into a resident's daily routine?
- 2With the current staffing levels, what specific protocols do you have in place to ensure that call lights are answered promptly and that residents receive timely assistance?
- 3Could you walk me through your current process for medication management and how you ensure accuracy to prevent clinical errors?
- 4I appreciate that you actively engage with feedback online; how do you use that input to foster a professional and respectful environment among your care team?
- 5Given the recent focus on improving communication, what is the best way for family members to stay updated on their loved one's care plan and any changes in their health status?
- 6What steps are being taken to address the recent state health inspection findings to ensure the highest quality of care for your 50 residents?
Personalized based on this facility's data
Key Review Excerpts
“My mother waited 10+ hours to get her pain medication. She was never given the blood thinner she was supposed to get. She developed pneumonia and no one was even there to read the reports so she had it days before anyone knew.”
“I had to remove my mother because they were understaffed and she was treated badly by a staff member. I would not recommend this facility.”
“My mother has been treated with kindness and caring during her stay at Heritage. Additionally, the staff has been incredibly helpful answering questions and simply going above and beyond.”
Staffing
Staffing Hours
per resident/day · Medicare 2026Total nursing hours are below minimum, though RN coverage is adequate. This may mean fewer aides for daily tasks like bathing and mobility.
Quality Measures
Quality Measures
Resident outcomes compared with national, state, and local averages · 16 measures
7
measures
9
measures
Residents whose bladder or bowel control got worse
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents on anti-anxiety or sleep medication
Residents with pressure sores (bedsores)
Residents vaccinated for pneumonia
Residents on antipsychotic medication
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
Heritage Health Services shows concerning patterns with families filing multiple complaint reports that led to federal citations. The facility has recurring issues with nursing staffing levels, medication management, and fire safety systems across multiple surveys from 2023-2025. While deficiencies appear to be corrected when identified, the persistent problems across the same care areas—particularly staffing shortages and medication errors—suggest ongoing operational challenges that families should carefully consider.
Mar 12, 2025Routine20
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Emergency Preparedness Deficiencies
Establish policies and procedures including evacuation.
Emergency Preparedness Deficiencies
Conduct testing and exercise requirements.
Construction Deficiencies
Install a two-hour-resistant firewall separation.
Smoke Deficiencies
Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.
Administration Deficiencies
Have the Quality Assessment and Assurance group have the required members and meet at least quarterly
Infection Control Deficiencies
Develop and implement policies and procedures for flu and pneumonia vaccinations.
Smoke Deficiencies
Have an enclosure around a vertical opening shaft.
Smoke Deficiencies
Have approved installation, maintenance and testing program for fire alarm systems.
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.
Resident Rights Deficiencies
Give the resident's representative the ability to exercise the resident's rights.
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.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Construction Deficiencies
Use approved construction type or materials.
Egress Deficiencies
Install emergency lighting that can last at least 1 1/2 hours.
Smoke Deficiencies
Install a fire alarm system that can be heard throughout the facility.
Miscellaneous Deficiencies
Have simulated fire drills held at unexpected times.
Dec 5, 2024Complaint1
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Sep 12, 2024Complaint5
Nursing and Physician Services Deficiencies
Provide enough nursing staff every day to meet the needs of every resident; and have a licensed nurse in charge on each shift.
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
Develop and implement policies and procedures to prevent abuse, neglect, and theft.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
Nursing and Physician Services Deficiencies
Post nurse staffing information every day.
Feb 6, 2024Routine30
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.
Nutrition and Dietary Deficiencies
Employ sufficient staff with the appropriate competencies and skills sets to carry out the functions of the food and nutrition service, including a qualified dietician.
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Administration Deficiencies
Electronically submit to CMS complete and accurate direct care staffing information, based on payroll and other verifiable and auditable data.
Emergency Preparedness Deficiencies
Develop Emergency Preparedness policies and procedures.
Emergency Preparedness Deficiencies
Conduct testing and exercise requirements.
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 smoke barrier doors that can resist smoke for at least 20 minutes.
Gas, Vacuum, and Electrical Systems Deficiencies
Meet requirements for the installation and maintenance of electrical systems.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Egress Deficiencies
Have exits that are accessible at all times.
Smoke Deficiencies
Install an approved automatic sprinkler system.
Resident Rights Deficiencies
Honor the resident's right to a dignified existence, self-determination, communication, and to exercise his or her rights.
Resident Rights Deficiencies
Give the resident's representative the ability to exercise the resident's rights.
Resident Rights Deficiencies
Give residents notice of Medicaid/Medicare coverage and potential liability for services not covered.
Pharmacy Service Deficiencies
Ensure each resident’s drug regimen must be free from unnecessary drugs.
Pharmacy Service Deficiencies
Ensure medication error rates are not 5 percent or greater.
Egress Deficiencies
Have properly located and lighted "Exit" signs.
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
Install a fire alarm system that can be heard throughout the facility.
Smoke Deficiencies
Install corridor and hallway doors that block smoke.
Services Deficiencies
Have properly installed electrical wiring and gas equipment.
Gas, Vacuum, and Electrical Systems Deficiencies
Meet requirements for the use of electrical equipment.
Gas, Vacuum, and Electrical Systems Deficiencies
Have proper medical gas storage and administration areas.
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.
Emergency Preparedness Deficiencies
Create arrangements with other facilities to receive patients.
Miscellaneous Deficiencies
Have simulated fire drills held at unexpected times.
Feb 6, 2024Complaint3
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
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 treatment and care according to orders, resident’s preferences and goals.
Nov 8, 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.
Federal Penalties
Fine
Sep 12, 2024
$16,801
Ownership & Operations
Who Operates This Facility
Heritage Health Services
for profit
Chain Affiliation
North Shore Healthcare
59 facilities nationwide
Chain avg rating: 2.8/5 · Rank 38 of 58
Ownership & Management
Owners
Nshf Operations LLC
Owner · Organization
Mills, David
Owner (parent company)
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
25 reviews from families & visitors
Official Website
Visit heritagehsrc.com
Medicare data downloads
Original nursing home datasets
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