Pembroke Center
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 83 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 (1/5 stars)
- Above-median deficiencies (20 vs median 4.0)
- High staff turnover (68%)
- High RN turnover (94%)
Bottom 25% in NC · Below recommended RN staffing · Worst in GENESIS HEALTHCARE chain · $79,765 in fines · Abuse citation
What this means for your family
While the facility's rehabilitation team is highly regarded, the recent increase in reports regarding hygiene, neglect, and lack of after-hours management is concerning. Families should conduct an unannounced visit during the weekend or evening hours to observe staffing levels and cleanliness firsthand before making a decision.
Google Reviews
Google Reviews
83 reviews on Google“Pembroke Center receives highly polarized feedback, with some families praising the facility as clean and welcoming, while others report severe concerns regarding neglect and poor communication. While specific staff members and the therapy team are frequently highlighted for their dedication, multiple reports of hygiene issues, unresponsive management, and inadequate staffing levels suggest significant inconsistency in the quality of care provided.”
Quality Themes
Tap a score for detailsStrengths
- Helpful and professional admissions staff
- Strong rehabilitation and therapy team
- Clean and well-maintained facility environment
- Friendly and attentive frontline nursing staff
Concerns
- Poor hygiene and cleanliness (soiled clothing/bedding, odors, flies) (mentioned by 5 reviewers)
- Inadequate staffing levels and slow response times (mentioned by 4 reviewers)
- Unresponsive management and difficulty reaching staff by phone (mentioned by 3 reviewers)
- Poor quality or cold food service (mentioned by 3 reviewers)
- Lack of management presence or accountability after 5:00 PM (mentioned by 2 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 66 analyzed
How They Respond to Reviews
This facility actively engages with reviewer feedback.
Questions for Your Tour
- 1I noticed your team is very active in responding to online feedback; how do you use that input to improve the daily experience for residents?
- 2With the current staffing levels, what specific protocols are in place to ensure that call lights are answered promptly, especially during evening and weekend shifts?
- 3Some families have shared concerns regarding laundry and room cleanliness; could you walk me through your daily housekeeping and linen change schedule?
- 4Since the rehabilitation team is a noted strength here, how do they coordinate with the nursing staff to ensure that progress made in therapy is maintained throughout the rest of the day?
- 5What steps is the facility taking to improve the quality and temperature of meal service to ensure residents are getting nutritious and enjoyable dining experiences?
- 6How does management ensure there is consistent oversight and accountability for resident care after 5:00 PM and on weekends?
Personalized based on this facility's data
Key Review Excerpts
“Shonda in admissions as well as others there were literally a gift from God. Shonda even gave me her cell phone number and was such a lifeline for my mom and I.”
“The therapists and respiratory program are top notch. You also won’t find a a better social worker than Alleigha!”
“My mother recently became a patient at Pembroke center due a broken hip... she also suffers from advanced dementia and Alzheimer's with aggression and agitation... the staff treat her very well and go out their way to make her feel comfortable.”
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
5
measures
8
measures
4
measures
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 vaccinated for the flu
Residents who lost too much weight
Residents whose walking got worse
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
Pembroke Center has serious ongoing problems with families filing multiple complaints about abuse protection, medication management, and accident prevention that persist across surveys. The facility has accumulated 50 deficiencies over 11 inspections, with 30 triggered by family complaints, indicating recurring safety and care concerns. Recent issues include medication errors, inadequate nursing supervision, and failure to protect residents from abuse, suggesting systemic problems that continue despite correction attempts.
Jan 20, 2026Complaint1
Pharmacy Service Deficiencies
Ensure that residents are free from significant medication errors.
Nov 21, 2025Routine6
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Resident Rights Deficiencies
Reasonably accommodate the needs and preferences of each resident.
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 Assessment and Care Planning Deficiencies
Assure that each resident’s assessment is updated at least once every 3 months.
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
Nursing and Physician Services Deficiencies
Observe each nurse aide's job performance and give regular training.
Nov 21, 2025Complaint11
Resident Assessment and Care Planning Deficiencies
Ensure services provided by the nursing facility meet professional standards of quality.
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.
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.
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 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 appropriate pressure ulcer care and prevent new ulcers from developing.
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 a licensed pharmacist perform a monthly drug regimen review, including the medical chart, following irregularity reporting guidelines in developed policies and procedures.
Pharmacy Service Deficiencies
Ensure that residents are free from significant medication errors.
Jun 5, 2025Complaint2
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.
Administration Deficiencies
Arrange for the provision of hospice services or assist the resident in transferring to a facility that will arrange for the provision of hospice services.
Nov 20, 2024Routine9
Gas, Vacuum, and Electrical Systems Deficiencies
Have a battery powered remote alarm panel in a location accessible by operating personnel.
Pharmacy Service Deficiencies
Ensure each resident’s drug regimen must be free from unnecessary drugs.
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
Have a registered nurse on duty 8 hours a day; and select a registered nurse to be the director of nurses on a full time basis.
Pharmacy Service Deficiencies
Ensure a licensed pharmacist perform a monthly drug regimen review, including the medical chart, following irregularity reporting guidelines in developed policies and procedures.
Administration Deficiencies
Arrange for the provision of hospice services or assist the resident in transferring to a facility that will arrange for the provision of hospice services.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Smoke Deficiencies
Install corridor and hallway doors that block smoke.
Gas, Vacuum, and Electrical Systems Deficiencies
Have proper medical gas storage and administration areas.
Nov 20, 2024Complaint4
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
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
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
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
Nov 21, 2025
$15,900
Fine
Jun 5, 2025
$10,868
Fine
May 31, 2024
$16,136
Ownership & Operations
Who Operates This Facility
Pembroke Center
for profit
Chain Affiliation
Genesis Healthcare
187 facilities nationwide
Chain avg rating: 2.4/5 · Rank 177 of 188 (Worst)
Ownership & Management
Owners
Sunbridge Healthcare LLC
Owner · Organization
Fc Gen Operations Investment LLC
Owner (parent company) · Organization
Gen Operations I LLC
Owner (parent company) · Organization
Gen Operations II LLC
Owner (parent company) · Organization
Genesis Healthcare INC
Owner (parent company) · Organization
Genesis Healthcare LLC
Owner (parent company) · Organization
Genesis Holdings LLC
Owner (parent company) · Organization
Sun Healthcare Group, INC.
Owner (parent company) · Organization
Whitman, Arnold
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
83 reviews from families & visitors
Official Website
Visit genesishcc.com
Medicare data downloads
Original nursing home datasets
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