Highland House Nursing & Rehabilitation Center
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 52 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)
- Low staffing rating (2/5 stars)
- Above-median deficiencies (18 vs median 9.0)
- High staff turnover (54%)
- High RN turnover (70%)
Bottom 25% in OR · Critically understaffed (RN) · Above recommended total nurse staffing · Worst in VOLARE HEALTH chain · $36,852 in fines
What this means for your family
While some families report successful rehab outcomes, the recent increase in reports of severe neglect and medication errors is deeply concerning. If you choose this facility, ensure you have a family member present frequently to monitor medication administration and hygiene, and do not hesitate to escalate concerns to the administration immediately.
Google Reviews
Google Reviews
52 reviews on Google“Highland House Nursing & Rehabilitation Center receives highly polarized feedback, with some families praising the dedicated rehab and nursing staff, while others report severe concerns regarding neglect and poor communication. Critical issues frequently cited include slow response times to call lights, inconsistent medication administration, and poor food quality. Prospective families should be aware of the significant disparity between positive experiences in the rehab wing and reports of neglect in long-term or dementia care.”
Quality Themes
Tap a score for detailsStrengths
- Effective physical therapy and rehabilitation services
- Compassionate and attentive individual staff members
- Supportive administrative and discharge planning
- Positive experiences reported within the Veterans wing
Concerns
- Neglect and failure to respond to call lights (mentioned by 8 reviewers)
- Medication errors or failure to administer prescribed meds (mentioned by 5 reviewers)
- Poor food quality and unappealing meals (mentioned by 4 reviewers)
- Understaffing and overworked employees (mentioned by 4 reviewers)
- Hygiene issues including soiled linens and cleanliness (mentioned by 4 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 54 analyzed
How They Respond to Reviews
This facility responds to some reviews.
Questions for Your Tour
- 1I noticed the facility has a dedicated Veterans wing; what specific programs or support services are available for residents in that section?
- 2Given the importance of timely assistance, what is your current protocol and expected response time for residents using their call lights?
- 3How does your nursing team manage the medication administration process to ensure accuracy and consistency for all residents?
- 4I understand that maintaining a clean environment is vital; could you walk me through your daily housekeeping and laundry schedule for resident rooms?
- 5What steps are you taking to improve the variety and quality of the dining experience to ensure residents are getting nutritious and appealing meals?
- 6How do you currently manage staffing levels to ensure that every resident receives the consistent, attentive care they need throughout the day and night?
Personalized based on this facility's data
Key Review Excerpts
“The licensed staff is OUTSTANDING: The physical therapist, laundry, food services, CNA's RN's, Maintenance, front desk ,Housekeeping, Admittance and Discharge planners and how could I forget the Activities Department and balloon volleyball!”
“Highland House provided weeks of A+ care for my wife who needed rehab following brain surgery. Every aspect of her care was over the top.”
“My mother has just been placed there 2 days ago. She is not given her medications she has been on for years, including life needing insulin. Her blood sugar is at 500 and they refuse to do anything for her.”
Staffing
Staffing Hours
per resident/day · Medicare 2026RN hours are below the national benchmark. RNs handle complex medical needs and medication, so ask about coverage during your visit.
Quality Measures
Quality Measures
Resident outcomes compared with national, state, and local averages · 17 measures
11
measures
4
measures
2
measures
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents whose walking got worse
Residents whose bladder or bowel control got worse
Residents on antipsychotic medication
Residents who lost too much weight
Residents vaccinated for pneumonia
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 House has faced significant ongoing problems, with families repeatedly filing complaints that triggered over half of its 89 federal deficiencies across recent surveys. The facility shows persistent issues with resident safety and accident prevention, medication management, and fire safety systems. Most concerning, the facility has faced multiple citations for protecting residents from abuse and neglect, with some issues recurring across different time periods, suggesting systemic problems that families should carefully evaluate before considering placement.
Apr 22, 2026Complaint1
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Dec 3, 2025Routine15
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.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
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
Prevent the use of unnecessary psychotropic medications or use medications that may restrain a resident's ability to function.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Respond appropriately to all alleged violations.
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
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
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
Ensure each resident must receive and the facility must provide necessary behavioral health care and services.
Nutrition and Dietary Deficiencies
Ensure therapeutic diets are prescribed by the attending physician and may be delegated to a registered or licensed dietitian, to the extent allowed by State law.
Smoke Deficiencies
Properly select, install, inspect, or maintain portable fire extinguishes.
Miscellaneous Deficiencies
Have posted "No-smoking" signs in areas where smoking is not permitted or ashtrays provided where smoking was allowed.
Dec 3, 2025Complaint1
Quality of Life and Care Deficiencies
Provide appropriate pressure ulcer care and prevent new ulcers from developing.
Apr 3, 2025Complaint4
Resident Rights Deficiencies
Honor the resident's right to be treated with respect and dignity and to retain and use personal possessions.
Quality of Life and Care Deficiencies
Provide appropriate pressure ulcer care and prevent new ulcers from developing.
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 that residents are free from significant medication errors.
Oct 8, 2024Complaint8
Miscellaneous Deficiencies
Have simulated fire drills held at unexpected times.
Emergency Preparedness Deficiencies
Develop Emergency Preparedness policies and procedures.
Emergency Preparedness Deficiencies
Establish policies and procedures including evacuation.
Emergency Preparedness Deficiencies
Establish staff and initial training requirements.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Smoke Deficiencies
Follow proper procedures when the automatic sprinkler systems was out of service for more than 10 hours.
Egress Deficiencies
Keep aisles, corridors, and exits free of obstruction in case of emergency.
Smoke Deficiencies
Ensure smoke barriers are constructed to a 1 hour fire resistance rating.
Aug 7, 2024Complaint1
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.
Federal Penalties
Fine
Oct 8, 2024
$36,852
Payment Denial
Jun 14, 2024
6-day denial
Ownership & Operations
Who Operates This Facility
Highland House Nursing & Rehabilitation Center
for profit
Chain Affiliation
Volare Health
16 facilities nationwide
Chain avg rating: 1.7/5 · Rank 10 of 15 (Worst)
Ownership & Management
Owners
Pac 12 Opco Holdco LLC
Owner · Organization
Knox Healthcare Pac 12 Holdings LLC
Owner (parent company) · Organization
Pac 12 Holdings LLC
Owner (parent company) · Organization
Pac 12 Pinnacle Holdco LLC
Owner (parent company) · Organization
Hagler, Alexander
Owner (parent company)
Knox, Donald
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
52 reviews from families & visitors
Official Website
Visit highlandhousencc.com
Medicare data downloads
Original nursing home datasets
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