Northwood Rehabilitation & Healthcare Center
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 71 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 (22 vs median 7.0)
Bottom 25% in MA · Below recommended RN staffing · Low staff turnover (stable workforce) · Worst in ATHENA HEALTHCARE SYSTEMS chain · $165,780 in fines
What this means for your family
While the facility's Ambassador program is highly effective at keeping families connected, the recent, consistent reports of pest infestations and neglect are deeply concerning. If you consider this facility, conduct an unannounced visit to check the cleanliness of the rooms and observe how quickly staff respond to call lights.
Google Reviews
Google Reviews
71 reviews on Google“Northwood Rehabilitation & Healthcare Center presents a starkly divided experience for families. While many reviewers, particularly those connected to the 'Ambassador' program, praise specific staff members for their kindness and communication, a significant number of recent reports describe severe neglect, including unhygienic conditions like pest infestations and delayed responses to basic patient needs. Families should be aware of these conflicting accounts, as the facility appears to struggle with consistent care standards and facility maintenance.”
Quality Themes
Tap a score for detailsStrengths
- Dedicated Resident Ambassador program
- Strong physical therapy department
- Compassionate individual staff members
- Effective communication for non-English speakers
Concerns
- Pest infestation (mice and cockroaches) (mentioned by 4 reviewers)
- Slow or non-existent response to call lights (mentioned by 4 reviewers)
- Unsanitary conditions and unpleasant odors (mentioned by 3 reviewers)
- Staff attitude and lack of patience (mentioned by 4 reviewers)
- Difficulty reaching staff by phone (mentioned by 2 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 59 analyzed
How They Respond to Reviews
This facility actively engages with reviewer feedback.
Questions for Your Tour
- 1I noticed the facility has a Resident Ambassador program; how does this initiative help new residents integrate into the daily social life and activities here?
- 2Given the importance of a clean living environment, what specific protocols and daily schedules are in place to ensure resident rooms and common areas remain sanitary and odor-free?
- 3I understand that physical therapy is a strong point for your facility; how do you coordinate those sessions with the daily nursing care to ensure residents are well-supported throughout the day?
- 4When a resident uses their call light, what is the standard procedure for ensuring a timely response, especially during shift changes or overnight hours?
- 5I see that you are very active in responding to feedback online; how do you use that communication to address concerns about staff patience and resident interactions?
- 6Regarding medication management, what steps do you take to ensure accuracy and timely administration for residents with complex health needs?
Personalized based on this facility's data
Key Review Excerpts
“Call lights take almost an hour to be answered to request meds then another hour to get the meds. Not to mention the mice and cockroaches. The food is inedible”
“The building is infested with mice and cockroaches, while sitting with my father this past weekend, mouse after mouse after mouse ran across the floor and into the radiator and the wall.”
“I attribute this to the outstanding physical therapy staff. My dad has stayed at different senior care facilities in Lowell for short stints after hospital stays and says that Northwood, by far, is the best.”
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
9
measures
Residents on antipsychotic medication
Residents on anti-anxiety or sleep medication
Residents vaccinated for pneumonia
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 whose walking got worse
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
Northwood Rehabilitation has 79 deficiencies across four surveys, with recurring issues in emergency preparedness, medication management, and care planning. Families filed at least one complaint regarding medical record handling. While the facility shows a pattern of persistent problems across multiple areas including fire safety systems, nursing staffing, and resident protection from abuse, all deficiencies have reported correction dates.
Aug 15, 2025Routine36
Emergency Preparedness Deficiencies
Establish staff and initial training requirements.
Emergency Preparedness Deficiencies
Implement emergency and standby power systems.
Egress Deficiencies
Add doors in an exit area that do not require the use of a key from the exit side unless in case of special locking arrangements.
Smoke Deficiencies
Have an enclosure around a vertical opening shaft.
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.
Smoke Deficiencies
Properly select, install, inspect, or maintain portable fire extinguishes.
Services Deficiencies
Ensure heating and ventilation systems that have been properly installed according to the manufacturer's instructions.
Miscellaneous Deficiencies
Have simulated fire drills held at unexpected times.
Miscellaneous Deficiencies
To conduct inspection, testing and maintenance of fire doors by qualified individuals.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure receptacles at patient bed locations and where general anesthesia is administered, are tested after initial installation, replacement or servicing.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Resident Rights Deficiencies
Reasonably accommodate the needs and preferences of each resident.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
Egress Deficiencies
Keep aisles, corridors, and exits free of obstruction in case of emergency.
Quality of Life and Care Deficiencies
Ensure each resident must receive and the facility must provide necessary behavioral health care and services.
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.
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
Ensure that each resident is free from the use of physical restraints, unless needed for medical treatment.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Develop and implement policies and procedures to prevent abuse, neglect, and theft.
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 services provided by the nursing facility meet professional standards of quality.
Quality of Life and Care Deficiencies
Provide activities to meet all resident's needs.
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
Provide appropriate care for residents who are continent or incontinent of bowel/bladder, appropriate catheter care, and appropriate care to prevent urinary tract infections.
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
Quality of Life and Care Deficiencies
Provide for the safe, appropriate administration of IV fluids for a resident when needed.
Quality of Life and Care Deficiencies
Provide safe, appropriate dialysis care/services for a resident who requires such services.
Nursing and Physician Services Deficiencies
Ensure that the resident and his/her doctor meet face-to-face at all required visits.
Nursing and Physician Services Deficiencies
Observe each nurse aide's job performance and give regular training.
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.
Administration Deficiencies
Help the resident make transportation arrangements to and from radiology services.
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.
Resident Assessment and Care Planning Deficiencies
Ensure each resident receives an accurate assessment.
Aug 29, 2024Routine24
Quality of Life and Care Deficiencies
Provide appropriate pressure ulcer care and prevent new ulcers from developing.
Quality of Life and Care Deficiencies
Ensure each resident must receive and the facility must provide necessary behavioral health care and services.
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.
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.
Emergency Preparedness Deficiencies
Implement emergency and standby power systems.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Miscellaneous Deficiencies
Have simulated fire drills held at unexpected times.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Resident Rights Deficiencies
Ensure that residents are fully informed and understand their health status, care and treatments.
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 Rights Deficiencies
Keep residents' personal and medical records private and confidential.
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.
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.
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 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
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.
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.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Emergency Preparedness Deficiencies
Conduct testing and exercise requirements.
Smoke Deficiencies
Provide properly protected cooking facilities.
Jun 5, 2024Complaint1
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.
Aug 10, 2023Routine18
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Emergency Preparedness Deficiencies
Implement emergency and standby power systems.
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
Inspect, test, and maintain automatic sprinkler systems.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
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.
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.
Quality of Life and Care Deficiencies
Provide or obtain dental services for each resident.
Quality of Life and Care Deficiencies
Provide activities to meet all resident's needs.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
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.
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Quality of Life and Care Deficiencies
Provide care or services that was trauma informed and/or culturally competent.
Nursing and Physician Services Deficiencies
Ensure that the resident and his/her doctor meet face-to-face at all required visits.
Pharmacy Service Deficiencies
Ensure medication error rates are not 5 percent or greater.
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.
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.
Federal Penalties
Fine
Aug 29, 2024
$85,178
Fine
Aug 10, 2023
$80,602
Ownership & Operations
Who Operates This Facility
Northwood Rehabilitation & Healthcare Center
for profit
Chain Affiliation
Athena Healthcare Systems
24 facilities nationwide
Chain avg rating: 1.7/5 · Rank 21 of 24 (Worst)
Ownership & Management
Owners
Athena Health Care Systems Ma R LLC
Owner · Organization
Chakalos-Santilli, Valerie
Owner (parent company)
Curtis, Diane
Owner (parent company)
Mosier, Michael
Owner (parent company)
Rezendes, Lorrie
Owner (parent company)
Santilli, Lawrence
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
71 reviews from families & visitors
Official Website
Visit northwoodrehab.com
Medicare data downloads
Original nursing home datasets
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Safer Alternatives Nearby
Based on current clinical data, we identified 6 nearby facilities within 10 miles that may offer a stronger care environment. We encourage families to compare options carefully.
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Palm Springs Post Acute
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Regalcare at Lowell
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Care One at Lowell
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