Norwalk Care Center
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 95 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.
- Abuse citation on record
- Low overall rating (1/5 stars)
- Low staffing rating (2/5 stars)
- Above-median deficiencies (13 vs median 12)
- High RN turnover (63%)
Bottom 25% in CT · Below recommended RN staffing · Worst in CASSENA CARE chain · $198,225 in fines · Abuse citation
What this means for your family
While the rehabilitation therapy team is frequently praised, the facility has experienced critical failures in basic infrastructure and hygiene, including a recent Legionnaires' disease outbreak. If you are considering this facility, you must conduct unannounced visits to observe the actual level of care and cleanliness, and ask management directly about their current water safety and staffing contingency plans.
Google Reviews
Google Reviews
95 reviews on Google“Norwalk Care Center (formerly Cassena Care) receives highly polarized feedback, with some families praising the dedicated physical therapy team and individual staff members, while others report severe neglect and systemic failures. Critical concerns include hygiene issues, understaffing, and poor communication, with recent reports of a major water system failure involving Legionnaires' disease causing significant alarm. Families should be aware that while some residents have positive rehab experiences, the facility has a history of serious care lapses.”
Quality Themes
Tap a score for detailsStrengths
- Highly effective physical and occupational therapy team
- Many individual nurses and CNAs described as kind and attentive
- Bright, clean, and welcoming common areas
- Responsive admissions and social work staff
Concerns
- Severe understaffing leading to delayed care and hygiene neglect (mentioned by 12 reviewers)
- Poor communication regarding medical status, appointments, and facility issues (mentioned by 8 reviewers)
- Loss or theft of personal clothing and belongings (mentioned by 3 reviewers)
- Poor quality of food and lack of assistance with feeding (mentioned by 4 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 97 analyzed
How They Respond to Reviews
This facility responds to some reviews.
Questions for Your Tour
- 1Given the recent feedback regarding staffing levels, what specific protocols are in place to ensure residents receive timely assistance with hygiene and daily care needs?
- 2I noticed the facility has a highly regarded therapy team; how does this department coordinate with nursing staff to ensure consistent care for residents throughout the day?
- 3Communication is very important to our family; what is your standard process for keeping families updated on medical status changes or upcoming appointments?
- 4To help us feel more secure, what systems or policies do you have in place to track and prevent the loss of personal clothing and belongings?
- 5With dining being a priority for our loved one, could you walk us through how you support residents who may need extra assistance during meal times?
- 6I see that you actively engage with online feedback; how do you use that input to make tangible improvements to the quality of life for your 150 residents?
Personalized based on this facility's data
Key Review Excerpts
“The PT/OT team is fantastic. Robert, Betty, Sophia, and Jake were amazing. Christy and Edrick were aides who were not only excellent at their jobs but went above and beyond.”
“The 1st floor was the thing of nightmares: my father was sometimes unchanged, unwashed, dirty diaper, *consistently* there was urine on the floor and/or feces smeared on the wall.”
“My son was admitted to Norwalk Care Center on September 11, 2025... the facility had no running water... I was later told this was because the building has Legionnaires’ disease in the water system.”
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
9
measures
4
measures
4
measures
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents vaccinated for pneumonia
Residents needing more daily help over time
Residents whose walking got worse
Residents who lost too much weight
Residents whose bladder or bowel control 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 have filed multiple complaints leading to repeat violations for resident abuse and neglect, including issues as recent as March 2025. The facility consistently struggles with medication management, basic care planning, and safety hazards across all surveys. While all deficiencies show correction dates, the pattern of recurring problems in critical areas like abuse protection and medication handling suggests ongoing systemic issues that warrant careful consideration.
Feb 4, 2026Complaint3
Smoke Deficiencies
Have approved installation, maintenance and testing program for fire alarm systems.
Smoke Deficiencies
Install an approved automatic sprinkler system.
Smoke Deficiencies
Ensure that corridors are separated from use areas by walls constructed to limit the passage of smoke.
Mar 19, 2025Complaint1
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.
Oct 9, 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.
Oct 9, 2024Routine19
Miscellaneous Deficiencies
To conduct inspection, testing and maintenance of fire doors by qualified individuals.
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.
Environmental Deficiencies
Keep all essential equipment working safely.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Protect each resident from separation (from other residents, his/her room, or confinement to his/her room).
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.
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.
Infection Control Deficiencies
Develop and implement policies and procedures for flu and pneumonia vaccinations.
Construction Deficiencies
Meet other general requirements.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Resident Assessment and Care Planning Deficiencies
Coordinate assessments with the pre-admission screening and resident review program; and referring for services as needed.
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
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.
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.
Egress Deficiencies
Have stairways and smokeproof enclosures used as exits that meet safety requirements.
Smoke Deficiencies
Have approved installation, maintenance and testing program for fire alarm systems.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
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.
Oct 26, 2023Complaint12
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
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.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
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
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 care and assistance to perform activities of daily living for any resident who is unable.
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
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.
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
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
Administer the facility in a manner that enables it to use its resources effectively and efficiently.
May 26, 2023Complaint2
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
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
Oct 9, 2024
$38,422
Fine
Oct 26, 2023
$159,803
Payment Denial
Oct 26, 2023
27-day denial
Ownership & Operations
Who Operates This Facility
Norwalk Care Center
for profit
Chain Affiliation
Highbridge Healthcare
6 facilities nationwide
Chain avg rating: 3.7/5 · Rank 15 of 15 (Worst)
Ownership & Management
Owners
Norwalk Care Center Holdco LLC
Owner · Organization
Ek Equity LLC
Owner (parent company) · Organization
Gs Equities USA LLC
Owner (parent company) · Organization
Jpw Ct Holdings 2 LLC
Owner (parent company) · Organization
Egert, Usher
Owner (parent company)
Mendlovic, Barry
Owner (parent company)
Paskes, Joel
Owner (parent company)
Goldberger, Larry
Owner (parent company)
Hager, Israel
Owner (parent company)
Schwartz, Herman
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
95 reviews from families & visitors
Official Website
Visit highbridgehc.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.
Notre Dame Health and Rehabilitation Center
1.4 miNursing Home · Norwalk, CT
Autumn Lake Healthcare at Norwalk
2.0 miNursing Home · Norwalk, CT
Waveny Care Center
3.8 miNursing Home · New Canaan, CT
Stamford Care Center
6.0 miNursing Home · Stamford, CT
Ark Healthcare & Rehabilitation at St. Camillus
7.0 miNursing Home · Stamford, CT
Wilton Meadows Health Care Center
7.2 miNursing Home · Wilton, CT