Highland Care Center
Strong Medicare quality ratings; families often praise highly effective physical and occupational therapy teams. Still worth an in-person visit.
based on 139 Google reviews
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What this means for your family
This facility is highly regarded for its physical and occupational therapy programs, which many residents find life-changing. However, families should be aware of recurring reports regarding slow response times to call lights and inconsistent communication. We strongly recommend visiting in person during off-hours to observe staffing levels and asking specifically about their process for handling urgent patient needs.
Google Reviews
Google Reviews
139 reviews on Google“Highland Care Center receives highly polarized feedback, with many reviewers praising the therapy department and specific staff members, while others report severe neglect and communication failures. Families frequently cite concerns regarding slow response times to call lights, poor hygiene, and inconsistent care standards. While some long-term residents and rehab patients have positive experiences, the facility faces recurring complaints about understaffing and management responsiveness.”
Quality Themes
Tap a score for detailsStrengths
- Highly effective physical and occupational therapy teams
- Compassionate and attentive individual nursing staff
- Strong, professional outpatient therapy programs
- Proactive and helpful administrative communication for some families
Concerns
- Slow or non-existent response to call lights and patient needs (mentioned by 9 reviewers)
- Poor hygiene, cleanliness, and housekeeping standards (mentioned by 6 reviewers)
- Inconsistent communication and difficulty reaching staff by phone (mentioned by 5 reviewers)
- Understaffing, particularly during evening and weekend shifts (mentioned by 4 reviewers)
- Poor quality or inadequate food service (mentioned by 4 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 140 analyzed
How They Respond to Reviews
This facility rarely responds to reviews.
Questions for Your Tour
- 1I noticed your therapy programs are highly regarded; how do you integrate those physical and occupational therapy services into a resident's daily routine?
- 2Could you walk me through your current process for ensuring call lights are answered promptly, especially during evening and weekend shifts?
- 3What specific protocols do you have in place to maintain high standards of cleanliness and housekeeping in resident rooms and common areas?
- 4Since communication is so important to our family, what is the best way for us to reach the nursing team if we have questions about our loved one's care?
- 5I see you have a 5-star CMS rating, but I'm curious about how you manage medication administration and ensure accuracy for residents with complex needs?
- 6Could you tell me more about the dining experience and how you handle feedback regarding food quality or specific dietary preferences?
Personalized based on this facility's data
Key Review Excerpts
“The only nice thing about that place is the physical and occupational team.”
“I’ve never been more distraught by an establishment ment to care, I’ve been sitting with my loved one for an hour now waiting for help. No one and I mean no no nurse no person nothing I haven’t seen a soul.”
“Throughout my mom’s stay, Carson stayed in close contact with me and answered any and all questions I had. Having that level of communication and compassion gave me so much peace of mind during a very difficult time.”
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 · 17 measures
12
measures
1
measures
4
measures
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents needing more daily help over time
Residents vaccinated for pneumonia
Residents on antipsychotic medication
Residents vaccinated for the flu
Residents who lost too much weight
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
Highland Care Center has recurring issues across medication management, food safety, and care planning that persist across multiple surveys from 2019 to 2024, suggesting ongoing operational challenges. Families filed complaints in 2024 regarding food safety and adequate nutrition. While all deficiencies show correction dates, the repeated pattern of similar violations indicates systemic problems that may resurface despite temporary fixes.
Jun 11, 2024Routine5
Resident Assessment and Care Planning Deficiencies
Encode each resident’s assessment data and transmit these data to the State within 7 days of assessment.
Pharmacy Service Deficiencies
Ensure each resident’s drug regimen must be free from unnecessary drugs.
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.
Administration Deficiencies
Provide or obtain laboratory tests/services when ordered and promptly tell the ordering practitioner of the results.
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Jan 2, 2024Complaint2
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
Mar 16, 2022Routine10
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Resident Rights Deficiencies
Honor the resident's right to and the facility must promote and facilitate resident self-determination through support of resident choice.
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.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
Pharmacy Service Deficiencies
Ensure each resident’s drug regimen must be free from unnecessary drugs.
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
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.
Emergency Preparedness Deficiencies
Establish staff and initial training requirements.
Emergency Preparedness Deficiencies
Conduct testing and exercise requirements.
Nov 7, 2019Routine11
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.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Pharmacy Service Deficiencies
Ensure a licensed pharmacist perform a monthly drug regimen review, including the medical chart, following irregularity reporting guidelines in developed policies and procedures.
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Pharmacy Service Deficiencies
Ensure that residents are free from significant medication errors.
Resident Assessment and Care Planning Deficiencies
Ensure each resident receives an accurate assessment.
Quality of Life and Care Deficiencies
Provide activities to meet all resident's needs.
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 medication error rates are not 5 percent or greater.
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.
Emergency Preparedness Deficiencies
Develop and maintain an Emergency Preparedness Program (EP).
Ownership & Operations
Who Operates This Facility
Highland Care Center
for profit
Chain Affiliation
Eduro Healthcare
35 facilities nationwide
Chain avg rating: 2.4/5 · Rank 3 of 36 (Best)
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
139 reviews from families & visitors
Official Website
Visit highlandcarecenter.com
Medicare data downloads
Original nursing home datasets
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