Monument Healthcare American Fork
Meets baseline Medicare standards with room for improvement. A tour and talking to current residents' families is the best next step.
based on 139 Google reviews

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What this means for your family
While recent reviews suggest that new management and facility renovations have significantly improved the environment, the history of severe safety and communication issues is concerning. If you choose this facility, we strongly recommend frequent, unannounced visits and maintaining direct contact with the nursing supervisor to ensure your loved one's care plan is being followed.
Google Reviews
Google Reviews
139 reviews on Google“Monument Healthcare American Fork (formerly Heritage Care Center) presents a deeply polarized experience for families. While many recent reviewers praise the facility's recent renovations, friendly staff, and effective rehabilitation services, a significant number of long-term complaints highlight severe issues regarding patient neglect, poor communication, and inadequate medical oversight. Families should be aware that experiences appear highly inconsistent, ranging from high-quality care to reports of dangerous lapses in safety.”
Quality Themes
Tap a score for detailsStrengths
- Attentive and kind nursing staff
- Beautiful, modern facility renovations
- Effective rehabilitation and therapy services
- Engaging activities and community events
Concerns
- Severe patient neglect and safety incidents (falls, burns, dehydration) (mentioned by 9 reviewers)
- Poor communication and difficulty reaching staff by phone (mentioned by 5 reviewers)
- Inadequate medical management and medication errors (mentioned by 4 reviewers)
- Understaffing and high staff turnover (mentioned by 3 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 144 analyzed
How They Respond to Reviews
This facility actively engages with reviewer feedback.
Questions for Your Tour
- 1We've heard wonderful things about the recent renovations and the modern look of the facility; could you show us some of the updated common areas?
- 2With the high praise for your nursing staff's kindness, how do you ensure that same level of attentive care is maintained during shift changes?
- 3What specific protocols do you have in place to ensure medication is administered accurately and that any changes in a resident's health are communicated to the family immediately?
- 4How does the facility manage resident safety and monitoring, particularly regarding fall prevention and hydration, during the night shifts?
- 5Can you tell us more about the types of engaging community events and daily activities available to help residents stay socially connected?
- 6If we have an urgent question or a concern about our loved one's care, what is the best way to reach the clinical team to ensure we get a timely response?
Personalized based on this facility's data
Key Review Excerpts
“The new rehab unit is exceptionally beautiful, clean, modern, and thoughtfully designed to support recovery and comfort. What truly stands out is the staff. They are attentive, compassionate, and incredibly responsive to patient needs.”
“My father was in here for over 30 days... During his stay here there hasn't been anyone in this facility who hasn't did everything possible to make his stay comfortable and good as possible dealing with his dementia and mobility.”
“I would give this place no stars. In the short time my loved one was there, no one knew anything about what was going on. We had 2 falls resulting in fractured hip. We had no one checking on blood sugar levels because no one read chart or something.”
Staffing
Staffing Hours
per resident/day · Medicare 2026This facility meets the national staffing benchmarks. Higher staffing is linked to fewer falls and better day-to-day care.
Quality Measures
Quality Measures
Resident outcomes compared with national, state, and local averages · 17 measures
14
measures
1
measures
2
measures
Residents whose walking got worse
Residents whose bladder or bowel control got worse
Residents needing more daily help over time
Residents on antipsychotic medication
Residents vaccinated for pneumonia
Residents who lost too much weight
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
This facility has a concerning pattern of 40 complaint-triggered deficiencies, indicating families have repeatedly reported problems to authorities. Key recurring issues span medication management, nutrition and dietary services, and resident rights protections. While the facility has corrected all identified problems, the high volume of family complaints across multiple surveys suggests persistent quality concerns that prospective families should carefully investigate.
Sep 4, 2025Routine3
Emergency Preparedness Deficiencies
Conduct testing and exercise requirements.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Emergency Preparedness Deficiencies
Develop and maintain an Emergency Preparedness Program (EP).
Sep 4, 2025Complaint2
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.
Quality of Life and Care Deficiencies
Ensure residents do not lose the ability to perform activities of daily living unless there is a medical reason.
Dec 6, 2023Complaint38
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
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.
Administration Deficiencies
Set up an ongoing quality assessment and assurance group to review quality deficiencies and develop corrective plans of action.
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 residents notice of Medicaid/Medicare coverage and potential liability for services not covered.
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.
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.
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
Respond appropriately to all alleged violations.
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 residents do not lose the ability to perform activities of daily living unless there is a medical reason.
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
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
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.
Nutrition and Dietary Deficiencies
Ensure each resident receives and the facility provides food prepared in a form designed to meet individual needs.
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.
Nutrition and Dietary Deficiencies
Ensure meals and snacks are served at times in accordance with resident’s needs, preferences, and requests. Suitable and nourishing alternative meals and snacks must be provided for residents who want to eat at non-traditional times or outside of scheduled meal times.
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
Conduct and document a facility-wide assessment to determine what resources are necessary to care for residents competently during both day-to-day operations (including nights and weekends) and emergencies.
Environmental Deficiencies
Put firmly secured handrails on each side of hallways.
Nursing and Physician Services Deficiencies
Ensure nurse aides have the skills they need to care for residents, and give nurse aides education in dementia care and abuse prevention.
Resident Rights Deficiencies
Allow resident to participate in the development and implementation of his or her person-centered plan of care.
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 Rights Deficiencies
Honor the resident's right to manage his or her financial affairs.
Resident Rights Deficiencies
Properly hold, secure, and manage each resident's personal money which is deposited with the nursing home.
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 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
Plan the resident's discharge to meet the resident's goals and needs.
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 care for residents who are continent or incontinent of bowel/bladder, appropriate catheter care, and appropriate care to prevent urinary tract infections.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
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 that residents are free from significant medication errors.
Administration Deficiencies
Provide or obtain laboratory tests/services when ordered and promptly tell the ordering practitioner of the results.
Infection Control Deficiencies
Implement a program that monitors antibiotic use.
Nursing and Physician Services Deficiencies
Post nurse staffing information every day.
Dec 6, 2023Routine1
Resident Rights Deficiencies
Allow residents to self-administer drugs if determined clinically appropriate.
Feb 28, 2022Routine18
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.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
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.
Environmental Deficiencies
Keep all essential equipment working safely.
Environmental Deficiencies
Ensure resident rooms meet each resident's needs.
Infection Control Deficiencies
Develop and implement policies and procedures for flu and pneumonia vaccinations.
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.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Timely report suspected abuse, neglect, or theft and report the results of the investigation to proper authorities.
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
Ensure necessary information is communicated to the resident, and receiving health care provider at the time of a planned discharge.
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
Pharmacy Service Deficiencies
Ensure each resident’s drug regimen must be free from unnecessary drugs.
Administration Deficiencies
Set up an ongoing quality assessment and assurance group to review quality deficiencies and develop corrective plans of action.
Environmental Deficiencies
Provide rooms that are at least 80 square feet per resident in multiple rooms and 100 square feet for single resident rooms.
Environmental Deficiencies
Ensure each resident room has a window to the outside that meets requirements
Emergency Preparedness Deficiencies
Develop and maintain an Emergency Preparedness Program (EP).
Federal Penalties
Fine
Dec 6, 2023
$35,437
Ownership & Operations
Who Operates This Facility
Monument Healthcare American Fork
for profit
Chain Affiliation
Monument Health Group
11 facilities nationwide
Chain avg rating: 3.3/5 · Rank 10 of 14
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 monumenthg.com
Medicare data downloads
Original nursing home datasets
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