Hillcrest Commons Nursing & Rehabilitation Center
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 48 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 7.0)
Bottom 25% in MA · Below recommended RN staffing · Worst in INTEGRITUS HEALTHCARE chain · $11,629 in fines
What this means for your family
While the rehabilitation therapy team is frequently praised for helping patients recover, the facility has a recurring pattern of serious complaints regarding neglect, poor communication, and lost personal items. If you choose this facility, ensure you have a plan for frequent, in-person visits to monitor your loved one's care and maintain active communication with the nursing staff.
Google Reviews
Google Reviews
48 reviews on Google“Hillcrest Commons receives highly polarized feedback, with some families praising the rehabilitation therapy team and individual staff members, while others report severe concerns regarding neglect, poor communication, and unprofessionalism. Many reviewers express significant dissatisfaction with the quality of food, the frequency of missing personal belongings, and inconsistent nursing care. Potential families should be aware of the stark contrast between positive rehab experiences and reports of systemic neglect.”
Quality Themes
Tap a score for detailsStrengths
- Effective physical and occupational therapy
- Select compassionate and attentive nursing staff
- Clean and spacious facility environment
Concerns
- Neglect and poor quality of care (mentioned by 9 reviewers)
- Poor food quality and lack of dining options (mentioned by 7 reviewers)
- Theft or loss of personal belongings (mentioned by 4 reviewers)
- Lack of communication from administration and social workers (mentioned by 4 reviewers)
- Understaffing and slow response to call bells (mentioned by 4 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 50 analyzed
How They Respond to Reviews
This facility rarely responds to reviews.
Questions for Your Tour
- 1Given the recent focus on facility improvements, what specific steps is the administration taking to enhance the consistency and quality of communication with families regarding their loved one's care?
- 2With 21 recent health deficiencies noted, could you walk us through the specific quality assurance measures you have implemented to address these findings and ensure resident safety?
- 3I’ve read that the therapy department is a strong point here; how do you integrate those physical and occupational therapy goals into the resident's daily routine outside of formal sessions?
- 4Regarding the dining experience, what options are currently available for residents who may have specific dietary preferences or who are looking for more variety in their daily meals?
- 5How does your team manage the security of personal belongings to ensure that residents' items remain safe and accounted for during their stay?
- 6Can you explain your current protocol for responding to call bells, and how do you ensure that residents receive timely assistance even during peak hours or shift changes?
Personalized based on this facility's data
Key Review Excerpts
“The staff here is all amazing so helpful and caring they are all team players and hard workers. It is difficult to see your loved ones in a facility it may be old but the staff is so caring and compassionate.”
“My husband passed away all due to their negligence. The administration will feed you lie after lie. Let's not talk about breach of hippa laws and third-party disclosure. Not to mention all the other illegal things the administration is doing.”
“The Physical Therapy Dept was amazing, the rooms were clean, the staff was very attentive and the food ok. The management & Guest Relations Coordinator was very accommodating.”
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
8
measures
7
measures
2
measures
Residents vaccinated for the flu
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents on antipsychotic medication
Residents vaccinated for pneumonia
Residents who lost too much weight
Residents whose walking got worse
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 filed complaint reports leading to deficiencies, including a serious abuse protection violation. The facility shows persistent problems across multiple areas, particularly resident assessment and care planning, nutrition and dietary services, and infection control. Issues recur across surveys from 2022 to 2025, suggesting ongoing quality concerns despite corrections being promised for each deficiency.
Mar 25, 2025Routine25
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Smoke Deficiencies
Have an enclosure around a vertical opening shaft.
Smoke Deficiencies
Ensure smoke barriers are constructed to a 1 hour fire resistance rating.
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
Administration Deficiencies
Set up an ongoing quality assessment and assurance group to review quality deficiencies and develop corrective plans of action.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Resident Rights Deficiencies
Allow residents to self-administer drugs if determined clinically appropriate.
Resident Rights Deficiencies
Honor the resident's right to share a room with spouse or roommate of choice and receive written notice before a change is made.
Resident Assessment and Care Planning Deficiencies
Ensure each resident receives an accurate assessment.
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 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
Provide safe, appropriate dialysis care/services for a resident who requires such services.
Quality of Life and Care Deficiencies
Provide care or services that was trauma informed and/or culturally competent.
Nursing and Physician Services Deficiencies
Obtain a doctor's order to admit a resident and ensure the resident is under a doctor's care.
Nursing and Physician Services Deficiencies
Ensure that nurses and nurse aides have the appropriate competencies to care for every resident in a way that maximizes each resident's well being.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
Quality of Life and Care Deficiencies
Provide or obtain dental services for each resident.
Nutrition and Dietary Deficiencies
Ensure food and drink is palatable, attractive, and at a safe and appetizing temperature.
Nutrition and Dietary Deficiencies
Ensure each resident receives and the facility provides food that accommodates resident allergies, intolerances, and preferences, as well as appealing options.
Infection Control Deficiencies
Develop and implement policies and procedures for flu and pneumonia vaccinations.
Egress Deficiencies
Install emergency lighting that can last at least 1 1/2 hours.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Resident Rights Deficiencies
Give residents notice of Medicaid/Medicare coverage and potential liability for services not covered.
Nursing and Physician Services Deficiencies
Post nurse staffing information every day.
Jan 9, 2024Routine13
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
Resident Rights Deficiencies
Allow residents to self-administer drugs if determined clinically appropriate.
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.
Resident Assessment and Care Planning Deficiencies
Ensure services provided by the nursing facility meet professional standards of quality.
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 safe and appropriate respiratory care for a resident when needed.
Emergency Preparedness Deficiencies
Include a process for Emergency Preparedness collaboration.
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
Install an approved automatic sprinkler system.
Smoke Deficiencies
Ensure smoke barriers are constructed to a 1 hour fire resistance rating.
Gas, Vacuum, and Electrical Systems Deficiencies
Meet requirements for the installation and maintenance of electrical systems.
Resident Assessment and Care Planning Deficiencies
Ensure each resident receives an accurate assessment.
Aug 22, 2023Complaint1
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.
Jul 19, 2023Complaint2
Resident Assessment and Care Planning Deficiencies
Plan the resident's discharge to meet the resident's goals and needs.
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.
Jun 7, 2023Routine3
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.
Jun 14, 2022Routine20
Resident Assessment and Care Planning Deficiencies
Assure that each resident’s assessment is updated at least once every 3 months.
Resident Assessment and Care Planning Deficiencies
Assess the resident completely in a timely manner when first admitted, and then periodically, at least every 12 months.
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.
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
Keep residents' personal and medical records private and confidential.
Resident Assessment and Care Planning Deficiencies
Assess the resident when there is a significant change in condition
Resident Assessment and Care Planning Deficiencies
Ensure each resident receives an accurate assessment.
Resident Assessment and Care Planning Deficiencies
Create and put into place a plan for meeting the resident's most immediate needs within 48 hours of being admitted
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
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 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.
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.
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.
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
Develop and implement policies and procedures for flu and pneumonia vaccinations.
Resident Assessment and Care Planning Deficiencies
Encode each resident’s assessment data and transmit these data to the State within 7 days of assessment.
Federal Penalties
Fine
Aug 22, 2023
$11,629
Ownership & Operations
Who Operates This Facility
Hillcrest Commons Nursing & Rehabilitation Center
nonprofit
Chain Affiliation
Integritus Healthcare
15 facilities nationwide
Chain avg rating: 2.7/5 · Rank 12 of 15 (Worst)
Ownership & Management
Owners
Willowood Extended Care Services INC
Owner · Organization
Integritus Healthcare INC
Owner (parent company) · Organization
Integritus Healthcare Management Services INC
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
48 reviews from families & visitors
Official Website
Visit integritushealthcare.org
Medicare data downloads
Original nursing home datasets
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