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Nursing HomeMedicaid

South Roanoke Nursing and Rehabilitation

Meets baseline Medicare standards with room for improvement. A tour and talking to current residents' families is the best next step.

3823 Franklin Rd, Sw, Roanoke, VA 2401498 bedsLicensed & Active
3/5
Medicare
Inspection
Quality
Staffing
Google rating
4.2/5

based on 43 Google reviews

5
4
3
2
1
South Roanoke Nursing and Rehabilitation Nursing Home in Roanoke, VA — Street View
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What this means for your family

This facility is highly regarded for its physical therapy and rehab outcomes, making it a strong candidate for short-term recovery. However, given reports of inconsistent communication and staff turnover, we recommend scheduling a tour to meet the nursing leads directly and asking specifically how they handle room assignments and family updates during busy periods.

Google Reviews

Google Reviews

43 reviews on Google
South Roanoke Nursing and Rehabilitation receives highly polarized feedback, with many families praising the compassionate staff and effective therapy teams, while others raise concerns about high staff turnover, inconsistent communication, and poor food quality. While some long-term residents and their families report excellent experiences, others have expressed frustration regarding administrative issues and the disparity between the facility's marketing and the actual resident experience.

Quality Themes

Tap a score for details
Food3.0Staff8.0Clean8.0ActivitiesN/AMedsN/AMemoryN/AComms5.0Value2.0

Strengths

  • Compassionate and attentive nursing staff
  • Effective physical therapy and rehabilitation services
  • Responsive social work team
  • Clean and well-maintained facility environment

Concerns

  • High staff turnover impacting continuity of care (mentioned by 2 reviewers)
  • Inconsistent or poor communication regarding resident status (mentioned by 2 reviewers)
  • Discrepancy between marketing/commercials and reality (mentioned by 2 reviewers)

Rating Trends

Tap a year to see what changed

234'17(2)'19(1)'21(17)'23(4)'25(8)'26(5)

Distribution · 47 analyzed

5
35
4
2
3
1
2
2
1
7

How They Respond to Reviews

33%response rate

This facility responds to some reviews.

Questions for Your Tour

  • 1Given that you have a dedicated social work team, what is your standard process for keeping families updated on a resident's health status and care plan changes?
  • 2I noticed your physical therapy services are highly regarded; could you explain how you ensure consistent care for residents during transitions between different staff members?
  • 3How do you manage the dining experience to ensure residents are receiving nutritious meals that they actually enjoy?
  • 4Could you walk me through your emergency response protocols and how you coordinate with local hospitals if a resident requires urgent medical care?
  • 5I appreciate that you engage with families online; how do you use that feedback to improve the daily quality of life and activities for your residents?
  • 6With a capacity of 98 residents, how do you maintain a personalized environment so that residents feel well-supported despite the facility's size?

Personalized based on this facility's data


Key Review Excerpts

The nurses and therapy team went above and beyond to make her feel comfortable and cared for. She genuinely enjoyed her time there, and it brought us so much peace knowing she was in such good hands.

Memory care family member · 2025★★★★★

The team was welcoming, asked questions in an effort to meet her goals, and kept me informed of her progress when I could not be there. My mom looked and felt great the day she left.

Rehab patient family member · 2025★★★★★

Mom was placed in a room with a very rude, ill-mannered and negative resident. Fortunately the Social Worker, Ashley found out about this poor visit and I gave her permission to place Mom in a more suitable room with a much nicer person.

Long-term resident's family · 2023★★★★
Source: 43 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
0.45hrs
60%
Registered nurses for medical care
Total Nursing
3.15hrs
77%
All nurses + aides combined
Staff Turnover
42%
Lower is better (< 30% = good)
RN Turnover
10%
Lower is better (< 30% = good)

Both 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

Medicare Rating
5/ 5
Better Than Avg

13

measures

Worse Than Avg

2

measures

Mixed Results

2

measures

Long-Stay Residents
😔

Residents with depression symptoms

↓ Lower is better
This Facility2.8%
Better than Avg
Here
2.8%
US
12.1%
VA
16.9%
Roanoke city
19.8%

Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.

💉

Residents vaccinated for the flu

↑ Higher is better
This Facility96.6%
Better than Avg
Here
96.6%
US
95.5%
VA
94.0%
Roanoke city
81.6%
💊

Residents on antipsychotic medication

↓ Lower is better
This Facility3.6%
Better than Avg
Here
3.6%
US
15.5%
VA
14.2%
Roanoke city
15.6%
💉

Residents vaccinated for pneumonia

↑ Higher is better
This Facility96.2%
Better than Avg
Here
96.2%
US
93.4%
VA
91.0%
Roanoke city
88.5%
🚿

Residents whose bladder or bowel control got worse

↓ Lower is better
This Facility19.1%
Better than Avg
Here
19.1%
US
19.4%
VA
22.0%
Roanoke city
25.9%
💊

Residents on anti-anxiety or sleep medication

↓ Lower is better
This Facility17.2%
Better than Avg
Here
17.2%
US
19.5%
VA
20.4%
Roanoke city
21.1%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility31.1%
Worse than Avg
Here
31.1%
US
79.8%
VA
73.6%
Roanoke city
69.0%
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility79.1%
Mixed vs Avgs
Here
79.1%
US
81.8%
VA
73.9%
Roanoke city
74.0%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility0.0%
Better than Avg
Here
0.0%
US
1.6%
VA
1.2%
Roanoke city
2.0%
Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

11deficiencies
Near state avg (14.5)

South Roanoke Nursing and Rehabilitation has 59 deficiencies across three surveys, with recurring issues in food safety, care planning, and emergency preparedness appearing consistently from 2019 through 2025. The facility has corrected each identified deficiency with dates provided, but the persistence of similar problems—particularly with food handling, resident assessment, and emergency protocols—across multiple years suggests ongoing operational challenges that families should discuss during visits.

Apr 24, 2025Routine
16
0812Potential for harm · WidespreadCorrected

Nutrition and Dietary Deficiencies

Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.

0922Potential for harm · WidespreadCorrected

Environmental Deficiencies

Have enough backup water supply for essential areas of the nursing home.

0015Potential for harm · WidespreadCorrected

Emergency Preparedness Deficiencies

Address subsistence needs for staff and patients.

0036Potential for harm · WidespreadCorrected

Emergency Preparedness Deficiencies

Establish emergency prep training and testing.

0039Potential for harm · WidespreadCorrected

Emergency Preparedness Deficiencies

Conduct testing and exercise requirements.

0641Potential for harm · PatternCorrected

Resident Assessment and Care Planning Deficiencies

Ensure each resident receives an accurate assessment.

0656Potential for harm · PatternCorrected

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.

0842Potential for harm · PatternCorrected

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.

0007Potential for harm · PatternCorrected

Emergency Preparedness Deficiencies

Address patient/client population and determine types of services needed.

0031Potential for harm · PatternCorrected

Emergency Preparedness Deficiencies

Provide emergency officials' contact information.

0623Potential for harm · IsolatedCorrected

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.

0637Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Assess the resident when there is a significant change in condition

0658Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

Ensure services provided by the nursing facility meet professional standards of quality.

0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate treatment and care according to orders, resident’s preferences and goals.

0689Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.

0695Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide safe and appropriate respiratory care for a resident when needed.

Mar 24, 2022Routine
16
0812Potential for harm · WidespreadCorrected

Nutrition and Dietary Deficiencies

Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.

0865Potential for harm · WidespreadCorrected

Administration Deficiencies

Have a plan that describes the process for conducting QAPI and QAA activities.

0867Potential for harm · WidespreadCorrected

Administration Deficiencies

Set up an ongoing quality assessment and assurance group to review quality deficiencies and develop corrective plans of action.

0868Potential for harm · WidespreadCorrected

Administration Deficiencies

Have the Quality Assessment and Assurance group have the required members and meet at least quarterly

0324Potential for harm · PatternCorrected

Smoke Deficiencies

Provide properly protected cooking facilities.

0655Potential for harm · IsolatedCorrected

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

0657Potential for harm · IsolatedCorrected

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.

0677Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide care and assistance to perform activities of daily living for any resident who is unable.

0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate treatment and care according to orders, resident’s preferences and goals.

0761Potential for harm · IsolatedCorrected

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.

0880Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

0883Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Develop and implement policies and procedures for flu and pneumonia vaccinations.

0886Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Perform COVID19 testing on residents and staff.

0887Potential for harm · IsolatedCorrected

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.

0888Potential for harm · IsolatedCorrected

Infection Control Deficiencies

Ensure staff are vaccinated for COVID-19

0291Potential for harm · IsolatedCorrected

Egress Deficiencies

Install emergency lighting that can last at least 1 1/2 hours.

Jul 9, 2019Routine
27
0880Potential for harm · WidespreadCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

0812Potential for harm · WidespreadCorrected

Nutrition and Dietary Deficiencies

Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.

0223Potential for harm · WidespreadCorrected

Egress Deficiencies

Provide exit doors that are held open by devices that will automatically close on the activation of a fire alarm or smoke detector.

0712Potential for harm · WidespreadCorrected

Miscellaneous Deficiencies

Have simulated fire drills held at unexpected times.

0578Potential for harm · PatternCorrected

Resident Rights Deficiencies

Honor the resident's right to request, refuse, and/or discontinue treatment, to participate in or refuse to participate in experimental research, and to formulate an advance directive.

0926Potential for harm · IsolatedCorrected

Environmental Deficiencies

Have policies on smoking.

0580Potential for harm · IsolatedCorrected

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.

0622Potential for harm · IsolatedCorrected

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.

0623Potential for harm · IsolatedCorrected

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.

0625Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Notify the resident or the resident’s representative in writing how long the nursing home will hold the resident’s bed in cases of transfer to a hospital or therapeutic leave.

0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate treatment and care according to orders, resident’s preferences and goals.

0695Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide safe and appropriate respiratory care for a resident when needed.

0755Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.

0758Potential for harm · IsolatedCorrected

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.

0761Potential for harm · IsolatedCorrected

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.

0842Potential for harm · IsolatedCorrected

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.

0006Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Conduct risk assessment and an All-Hazards approach.

0007Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Address patient/client population and determine types of services needed.

0013Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Develop Emergency Preparedness policies and procedures.

0015Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Address subsistence needs for staff and patients.

0018Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Establish procedures for tracking staff and patients during an emergency.

0022Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Establish policies and procedures for sheltering.

0023Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Establish policies and procedures for medical documentation.

0024Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Establish policies and procedures for volunteers.

0026Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Establish roles under a Waiver declared by secretary.

0033Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Establish methods for sharing information.

0035Potential for harm · IsolatedCorrected

Emergency Preparedness Deficiencies

Provide family notifications of emergency plan.

Ownership & Operations

Who Operates This Facility

Owner / Operator

South Roanoke Nursing and Rehabilitation

Organization Type

for profit

Chain Affiliation

Chain Name

Heritage Hall

Chain Size

16 facilities nationwide

Chain avg rating: 3.9/5 · Rank 14 of 16

Ownership & Management

Owners

American Healthcare LLC

Owner · Organization

100%

Key personnel

Hopkins, WilliamOfficer / DirectorDalton, BradOfficer / DirectorDalton, RobertOfficer / DirectorEast, ThomasOfficer / DirectorAmerican Healthcare LLCManager
Source: Medicare provider data

Contact

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References & Resources

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