Novi Lakes Health Campus
Strong Medicare quality ratings; families often praise highly effective physical and occupational therapy. Still worth an in-person visit.
based on 80 Google reviews
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What this means for your family
Novi Lakes offers an excellent physical therapy program and a high-quality dining experience, making it a strong candidate for short-term rehab. However, due to consistent reports of neglect and slow response times, we strongly advise families to visit daily to monitor hygiene and medication schedules, especially on weekends and nights.
Google Reviews
Google Reviews
80 reviews on Google“Novi Lakes Health Campus receives highly polarized reviews, with many families praising the facility's physical appearance, culinary program, and physical therapy team. However, a significant number of reviewers report serious concerns regarding neglect, including delayed response times to call lights, poor hygiene management, and understaffing, particularly during weekends and night shifts. Families considering this facility should be aware that while many have positive experiences, there is a recurring pattern of complaints regarding basic care and communication.”
Quality Themes
Tap a score for detailsStrengths
- Highly effective physical and occupational therapy
- Well-maintained, clean, and modern facility
- High-quality culinary and dining program
- Responsive and compassionate management team (in many cases)
Concerns
- Severe understaffing leading to neglect of basic hygiene (soiled briefs, lack of showers) (mentioned by 12 reviewers)
- Slow or non-existent response to call lights (mentioned by 6 reviewers)
- Inadequate medication management and pharmacy errors (mentioned by 4 reviewers)
- Poor weekend and night shift supervision (mentioned by 3 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 86 analyzed
How They Respond to Reviews
This facility actively engages with reviewer feedback.
Questions for Your Tour
- 1I noticed that your team is very active in responding to online feedback; how do you use that family input to improve daily operations and care quality?
- 2Given that physical and occupational therapy are noted as strengths here, how are those programs integrated into a resident's daily routine?
- 3With the facility having a 3/5 rating for health inspections, what specific steps have you taken recently to address those compliance areas?
- 4To ensure residents feel consistently supported, what is your process for monitoring call light response times, especially during evening and weekend shifts?
- 5Can you walk me through your medication management protocols to ensure accuracy and prevent the types of errors that can sometimes occur in a clinical setting?
- 6Some families have expressed concerns regarding assistance with daily hygiene; what is your protocol for ensuring residents receive timely help with showers and personal care?
Personalized based on this facility's data
Key Review Excerpts
“My Dad was here twice earlier this year. Both times he would call for a change of diapers and would lay there for hours in his soiled diaper.”
“The Physical Therapy team is second to none - Erica, Virginia and t”
“My 85 year old mother was left in soiled briefs for 24 hours, my sister and I had to visit everyday to change and clean her.”
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 · 15 measures
12
measures
2
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 vaccinated for pneumonia
Residents who lost too much weight
Residents with pressure sores (bedsores)
Residents on anti-anxiety or sleep medication
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
Novi Lakes Health Campus shows a concerning pattern with 22 deficiencies across six surveys, including four complaint-triggered issues where families filed reports about care quality and discharge planning. The facility has recurring problems with quality of care, infection control, and food safety, with some issues persisting across multiple surveys despite reported corrections, suggesting ongoing operational challenges that warrant careful evaluation during visits.
Jun 18, 2025Complaint1
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
May 8, 2025Routine7
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 approved installation, maintenance and testing program for fire alarm systems.
Nursing and Physician Services Deficiencies
Ensure the resident's doctor reviews the resident's care, writes, signs and dates progress notes and orders, at each required visit.
Nutrition and Dietary Deficiencies
Dispose of garbage and refuse properly.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Smoke Deficiencies
Install smoke barrier doors that can resist smoke for at least 20 minutes.
Quality of Life and Care Deficiencies
Provide basic life support, including CPR, prior to the arrival of emergency medical personnel , subject to physician orders and the resident’s advance directives.
Apr 17, 2024Routine7
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
Give residents notice of Medicaid/Medicare coverage and potential liability for services not covered.
Quality of Life and Care Deficiencies
Provide care and assistance to perform activities of daily living for any resident who is unable.
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.
Nursing and Physician Services Deficiencies
Observe each nurse aide's job performance and give regular training.
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Jan 30, 2024Complaint1
Resident Rights Deficiencies
Not transfer or discharge a resident without an adequate reason; and must provide documentation and convey specific information when a resident is transferred or discharged.
Nov 15, 2023Complaint2
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 safe and appropriate respiratory care for a resident when needed.
May 4, 2023Routine4
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.
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.
Ownership & Operations
Who Operates This Facility
Novi Lakes Health Campus
for profit
Chain Affiliation
Trilogy Health Services
124 facilities nationwide
Chain avg rating: 4.0/5 · Rank 78 of 120
Ownership & Management
Owners
Continental Merger Sub LLC
Owner (parent company) · Organization
Northstar Healthcare Income INC
Owner (parent company) · Organization
Northstar Healthcare Income Operating Partnership Lp
Owner (parent company) · Organization
Trilogy Holdings Nt-Hci, LLC
Owner (parent company) · Organization
Key personnel
Contact
Get in Touch
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References & Resources
Medicare Care Compare
Official Medicare quality ratings, inspections & staffing data
Google Maps
Photos, directions & neighborhood info
Google Reviews
80 reviews from families & visitors
Official Website
Visit novilakeshc.com
Medicare data downloads
Original nursing home datasets
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