Massena Rehabilitation & Nursing 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)
- Low staffing rating (2/5 stars)
- Above-median deficiencies (15 vs median 6.0)
- High staff turnover (64%)
- High RN turnover (67%)
Bottom 25% in NY · Below recommended RN staffing · Worst in PERSONAL HEALTHCARE MANAGEMENT chain · $105,537 in fines
What this means for your family
While the social work team is highly regarded, the facility faces persistent, systemic issues with understaffing and communication. If you choose this facility, be prepared to be highly involved in your loved one's daily care and monitor their hygiene and needs closely, as call-bell response times are a recurring concern.
Google Reviews
Google Reviews
48 reviews on Google“Massena Rehabilitation & Nursing Center receives highly polarized feedback, with families frequently reporting severe understaffing and poor communication. While some visitors praise specific social workers and individual aides for their dedication, many reviewers express deep concern over patient neglect, including unanswered call buttons and hygiene issues.”
Quality Themes
Tap a score for detailsStrengths
- Dedicated and compassionate social work team
- Individual aides who go above and beyond
- Engaging activities and social interaction opportunities
- Bright, pet-friendly atrium environment
Concerns
- Severe understaffing leading to neglect (mentioned by 12 reviewers)
- Poor communication and unanswered phone calls (mentioned by 7 reviewers)
- Hygiene and basic care failures (soiled clothing, lack of supplies) (mentioned by 4 reviewers)
- Missing personal belongings and clothing (mentioned by 3 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 49 analyzed
How They Respond to Reviews
This facility rarely responds to reviews.
Questions for Your Tour
- 1Given the recent challenges with staffing levels, what specific protocols are in place to ensure residents receive timely assistance with basic daily needs like hygiene and clothing changes?
- 2I noticed the facility has a very active social calendar; how do you ensure that residents who may need extra support are consistently encouraged and assisted in participating in these activities?
- 3Communication is a top priority for our family; what is the standard process for keeping families updated on a resident’s health status, and who is our primary point of contact for urgent questions?
- 4With concerns regarding the security of personal belongings, what measures or systems do you have in place to track and protect a resident's clothing and personal items?
- 5How does your clinical team coordinate medication management and medical oversight, especially during transitions or when a resident's condition changes unexpectedly?
- 6I see that you have a beautiful, pet-friendly atrium; how is this space utilized to enhance the daily quality of life for residents, and are there specific times set aside for social interaction there?
Personalized based on this facility's data
Key Review Excerpts
“My mom was sent there for rehabilitation. My sister had to put a camera in room to get her help when needed. What a sorry excuse for a nursing home!”
“The Social Workers have been just wonderful since the moment my Dad & Mom arrived. They are always available to do anything possible to help.”
“The only thing good about this place are the aides. They run out of the right size briefs at least 3 times a month. The food is sub par and disgusting in taste and looks. Some patients go over 12 hours without being changed.”
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
11
measures
5
measures
1
measures
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 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 multiple complaints triggering 22 deficiencies, raising concerns about responsiveness to resident needs. Recurring issues include food service and dietary problems, pressure ulcer care, and fire safety violations. While the facility reports correcting all violations, the pattern of repeated complaints in similar care areas - particularly around nutrition, wound care, and maintaining a safe environment - suggests ongoing operational challenges that families should discuss directly with administrators before placement.
Aug 15, 2025Routine29
Nutrition and Dietary Deficiencies
Provide sufficient support personnel to safely and effectively carry out the functions of the food and nutrition service.
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
Provide properly protected cooking facilities.
Smoke Deficiencies
Have approved installation, maintenance and testing program for fire alarm systems.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Services Deficiencies
Have elevators that firefighters can control in the event of a fire.
Miscellaneous Deficiencies
To conduct inspection, testing and maintenance of fire doors by qualified individuals.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Resident Rights Deficiencies
Honor the resident's right to voice grievances without discrimination or reprisal and the facility must establish a grievance policy and make prompt efforts to resolve grievances.
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
Ensure food and drink is palatable, attractive, and at a safe and appetizing temperature.
Egress Deficiencies
Keep aisles, corridors, and exits free of obstruction in case of emergency.
Egress Deficiencies
Provide exit doors that are held open by devices that will automatically close on the activation of a fire alarm or smoke detector.
Services Deficiencies
Have properly installed electrical wiring and gas equipment.
Miscellaneous Deficiencies
Have simulated fire drills held at unexpected times.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure that testing and maintenance of electrical equipment is performed.
Resident Rights Deficiencies
Ensure that residents are fully informed and understand their health status, care and treatments.
Resident Rights Deficiencies
Ensure residents have reasonable access to and privacy in their use of communication methods.
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.
Nutrition and Dietary Deficiencies
Ensure menus must meet the nutritional needs of residents, be prepared in advance, be followed, be updated, be reviewed by dietician, and meet the needs of the resident.
Administration Deficiencies
Employ or obtain outside professional resources to provide services in the nursing home when the facility does not employ a qualified professional to furnish a required service.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Egress Deficiencies
Provide sliding doors free of hazards, operable without special knowledge or effort, and meet weight requirements to set door in motion.
Egress Deficiencies
Have stairways and smokeproof enclosures used as exits that meet safety requirements.
Smoke Deficiencies
Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure proper usage of power strips and extension cords.
Emergency Preparedness Deficiencies
Develop and maintain an Emergency Preparedness Program (EP).
Emergency Preparedness Deficiencies
Address subsistence needs for staff and patients.
Aug 15, 2025Complaint3
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.
Quality of Life and Care Deficiencies
Try different approaches before using a bed rail. If a bed rail is needed, the facility must (1) assess a resident for safety risk; (2) review these risks and benefits with the resident/representative; (3) get informed consent; and (4) Correctly install and maintain the bed rail.
Resident Rights Deficiencies
Honor the resident's right to a dignified existence, self-determination, communication, and to exercise his or her rights.
Nov 19, 2024Complaint1
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Jan 29, 2024Complaint1
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
Dec 15, 2023Routine6
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Nutrition and Dietary Deficiencies
Provide sufficient support personnel to safely and effectively carry out the functions of the food and nutrition service.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure that testing and maintenance of electrical equipment is performed.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Smoke Deficiencies
Ensure smoke barriers are constructed to a 1 hour fire resistance rating.
Dec 15, 2023Complaint8
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.
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.
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 appropriate pressure ulcer care and prevent new ulcers from developing.
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.
Nutrition and Dietary Deficiencies
Ensure menus must meet the nutritional needs of residents, be prepared in advance, be followed, be updated, be reviewed by dietician, and meet the needs of the resident.
Nutrition and Dietary Deficiencies
Ensure food and drink is palatable, attractive, and at a safe and appetizing temperature.
Nursing and Physician Services Deficiencies
Post nurse staffing information every day.
Federal Penalties
Fine
Jan 30, 2024
$14,814
Fine
Jan 8, 2024
$4,938
Fine
Dec 18, 2023
$13,635
Fine
Jun 28, 2023
$46,742
Fine
Jun 26, 2023
$4,235
Fine
Jun 20, 2023
$3,882
Ownership & Operations
Who Operates This Facility
Massena Rehabilitation & Nursing Center
for profit
Chain Affiliation
Personal Healthcare Management
21 facilities nationwide
Chain avg rating: 3.0/5 · Rank 17 of 19 (Worst)
Ownership & Management
Owners
Beim, Esther
Owner
Walden, Chaya
Owner
Zagelbaum, Batia
Owner
Zagelbaum, Yechiel
Owner
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 massenarnc.com
Medicare data downloads
Original nursing home datasets
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Safer Alternatives Nearby
Based on current clinical data, we identified 2 nearby facilities within 10 miles that may offer a stronger care environment. We encourage families to compare options carefully.