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Nursing HomeMedicaid

The Rehabilitation Center at the Palazzo

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

6250 North 19th Avenue, Alhambra · Phoenix, AZ 8501560 bedsLicensed & Active
3/5
Medicare
Inspection
Quality
Staffing
Google rating
3.6/5

based on 143 Google reviews

5
4
3
2
1
The Rehabilitation Center at the Palazzo Nursing Home in Phoenix, AZ — Street View
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What this means for your family

The Palazzo operates as two distinct entities: a highly-rated independent living community and a problematic skilled nursing/memory care unit. If you are considering independent living, the amenities and staff are excellent; however, if you are looking for skilled nursing or memory care, the consistent reports of neglect, hygiene issues, and slow response times are major red flags that require thorough on-site investigation.

Google Reviews

Google Reviews

143 reviews analyzed
The Palazzo is a complex facility that functions as both a 55+ independent living community and a skilled nursing/rehab center, leading to highly polarized reviews. While independent living residents frequently praise the resort-like amenities, social activities, and helpful leasing staff, the skilled nursing and memory care units face severe, recurring allegations of neglect, understaffing, and poor communication. Families considering the nursing or memory care wings should exercise extreme caution due to consistent reports of delayed response times and hygiene concerns.

Quality Themes

Tap a score for details
Food8.0Staff3.0Clean3.0Activities9.0Meds1.0Memory1.0Comms2.0Value6.0

Strengths

  • Resort-style amenities and social activities
  • Helpful and professional leasing/administrative staff
  • Well-maintained and attractive physical grounds
  • Strong independent living community atmosphere

Concerns

  • Severe understaffing leading to long response times for call lights (mentioned by 12 reviewers)
  • Unsanitary conditions including odors and pest issues (mentioned by 6 reviewers)
  • Neglect and lack of supervision in memory care/skilled nursing (mentioned by 8 reviewers)
  • Unprofessional or rude staff interactions (mentioned by 7 reviewers)

Rating Trends

Tap a year to see what changed

234'16(2)'18(12)'20(7)'22(5)'24(5)'26(23)

Distribution

5
67
4
4
3
2
2
5
1
31

How They Respond to Reviews

97%response rate

This facility actively engages with reviewer feedback.

Questions for Your Tour

  • 1It's wonderful to see how beautiful and well-maintained the grounds are; what kind of social activities or group outings do you typically organize for the residents?
  • 2With the administrative team being so professional and helpful during our visit, how do you ensure that same level of communication is maintained between the nursing staff and our family?
  • 3How does the nursing team manage call light response times during the night shifts to ensure everyone is attended to promptly?
  • 4What specific protocols are in place for medication management and monitoring to ensure accuracy for every resident?
  • 5How do you ensure the cleanliness and upkeep of the resident rooms and common areas are maintained to the high standard of the facility's resort-style amenities?
  • 6What is the process for supervising residents in the memory care unit to ensure they are safe and well-attended to at all times?

Personalized based on this facility's data


Key Review Excerpts

My spouse is there. The problems with this senior living community seem to be mostly with the 2nd floor which is skilled nursing. Hubby has experienced several problems already mentioned here... long wait times when he rings his call button (20 minutes to 3 hours).

Spouse of resident · 2019★★☆☆☆

Our mother went into the Memory Care unit in August 2021 from that day until she was hospitalized In October 2021 due to lack of supervision from evening until she was found in the early AM completely bruised, broken arm and numerous other injuries.

Memory care family member · 2022☆☆☆☆

I spent 36 days here recently in rehab. The PT department is exemplary. Without them I could not have returned home. The nursing and wound care people were kind, caring and always so pleasant.

Rehab patient · 2025★★★★★
Source: 143 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
0.48hrs
64%
Registered nurses for medical care
Total Nursing
3.83hrs
93%
All nurses + aides combined
Staff Turnover
57%
Lower is better (< 30% = good)
RN Turnover
50%
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

14

measures

Worse Than Avg

2

measures

Mixed Results

1

measures

Long-Stay Residents
🚶

Residents whose walking got worse

↓ Lower is better
This Facility0.0%
Better than Avg
Here
0.0%
US
15.3%
AZ
13.5%
Maricopa
11.6%
💊

Residents on anti-anxiety or sleep medication

↓ Lower is better
This Facility8.7%
Better than Avg
Here
8.7%
US
19.5%
AZ
20.6%
Maricopa
23.9%
😔

Residents with depression symptoms

↓ Lower is better
This Facility0.7%
Better than Avg
Here
0.7%
US
12.1%
AZ
4.0%
Maricopa
4.1%
💊

Residents on antipsychotic medication

↓ Lower is better
This Facility5.0%
Better than Avg
Here
5.0%
US
15.4%
AZ
11.2%
Maricopa
10.7%
💉

Residents vaccinated for the flu

↑ Higher is better
This Facility88.1%
Worse than Avg
Here
88.1%
US
95.5%
AZ
94.6%
Maricopa
94.6%
🛏️

Residents needing more daily help over time

↓ Lower is better
This Facility7.5%
Better than Avg
Here
7.5%
US
14.4%
AZ
10.6%
Maricopa
8.5%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility93.7%
Better than Avg
Here
93.7%
US
81.8%
AZ
91.3%
Maricopa
93.6%
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility78.6%
Worse than Avg
Here
78.6%
US
79.7%
AZ
87.3%
Maricopa
89.5%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility0.0%
Better than Avg
Here
0.0%
US
1.6%
AZ
1.1%
Maricopa
1.2%
Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

8deficiencies
Above state avg (7.6)
6 complaint-triggered

Families have filed complaints triggering several federal inspections, with 39 deficiencies found across three surveys in areas including medication management, infection control, and fire safety protocols. The facility has recurring issues with smoke barriers and emergency power systems appearing in multiple surveys, though all violations have been corrected by the provider after citation.

Mar 25, 2026Complaint
1
0628MinorCorrected

Resident Rights Deficiencies

Provide the required documentation or notification related to the resident's needs, appeal rights, or bed-hold policies.

Jun 27, 2025Routine
7
0363ModerateCorrected

Smoke Deficiencies

Install corridor and hallway doors that block smoke.

0918ModerateCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have generator or other power source capable of supplying service within 10 seconds.

0730ModerateCorrected

Nursing and Physician Services Deficiencies

Observe each nurse aide's job performance and give regular training.

0761ModerateCorrected

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.

0578MinorCorrected

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.

0645MinorCorrected

Resident Assessment and Care Planning Deficiencies

PASARR screening for Mental disorders or Intellectual Disabilities

0880MinorCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

Jun 27, 2025Complaint
3
0658ModerateCorrected

Resident Assessment and Care Planning Deficiencies

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

0684ModerateCorrected

Quality of Life and Care Deficiencies

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

0609MinorCorrected

Freedom from Abuse, Neglect, and Exploitation Deficiencies

Timely report suspected abuse, neglect, or theft and report the results of the investigation to proper authorities.

Sep 8, 2023Routine
8
0363ModerateCorrected

Smoke Deficiencies

Install corridor and hallway doors that block smoke.

0712ModerateCorrected

Miscellaneous Deficiencies

Have simulated fire drills held at unexpected times.

0222MinorCorrected

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.

0657MinorCorrected

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.

0697MinorCorrected

Quality of Life and Care Deficiencies

Provide safe, appropriate pain management for a resident who requires such services.

0742MinorCorrected

Quality of Life and Care Deficiencies

Provide the appropriate treatment and services to a resident who displays or is diagnosed with mental disorder or psychosocial adjustment difficulty, or who has a history of trauma and/or post-traumatic stress disorder.

0757MinorCorrected

Pharmacy Service Deficiencies

Ensure each resident’s drug regimen must be free from unnecessary drugs.

0880MinorCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

Sep 8, 2023Complaint
2
0760ModerateCorrected

Pharmacy Service Deficiencies

Ensure that residents are free from significant medication errors.

0622MinorCorrected

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.

Jul 28, 2022Routine
19
0363ModerateCorrected

Smoke Deficiencies

Install corridor and hallway doors that block smoke.

0918ModerateCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have generator or other power source capable of supplying service within 10 seconds.

0926ModerateCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Ensure that personnel concerned with handling of medical gases and cylinders are trained on the risk.

0881ModerateCorrected

Infection Control Deficiencies

Implement a program that monitors antibiotic use.

0658ModerateCorrected

Resident Assessment and Care Planning Deficiencies

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

0677ModerateCorrected

Quality of Life and Care Deficiencies

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

0690ModerateCorrected

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.

0757ModerateCorrected

Pharmacy Service Deficiencies

Ensure each resident’s drug regimen must be free from unnecessary drugs.

0773ModerateCorrected

Administration Deficiencies

Provide or obtain laboratory tests/services when ordered and promptly tell the ordering practitioner of the results.

0867ModerateCorrected

Administration Deficiencies

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

0880ModerateCorrected

Infection Control Deficiencies

Provide and implement an infection prevention and control program.

0943ModerateCorrected

Freedom from Abuse, Neglect, and Exploitation Deficiencies

Give their staff education on dementia care, and what abuse, neglect, and exploitation are; and how to report abuse, neglect, and exploitation.

0039MinorCorrected

Emergency Preparedness Deficiencies

Conduct testing and exercise requirements.

0712MinorCorrected

Miscellaneous Deficiencies

Have simulated fire drills held at unexpected times.

0923MinorCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

Have proper medical gas storage and administration areas.

0623MinorCorrected

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.

0645MinorCorrected

Resident Assessment and Care Planning Deficiencies

PASARR screening for Mental disorders or Intellectual Disabilities

0812MinorCorrected

Nutrition and Dietary Deficiencies

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

0842MinorCorrected

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.

Ownership & Operations

Who Operates This Facility

Owner / Operator

The Rehabilitation Center at the Palazzo

Organization Type

for profit

Chain Affiliation

Chain Name

Aspen Skilled Healthcare

Chain Size

34 facilities nationwide

Chain avg rating: 3.5/5 · Rank 26 of 34

Ownership & Management

Owners

Jacaranda Healthcare Group LLC

Owner · Organization

100%

Bradshaw, Peter

Owner (parent company)

Case, Ryan

Owner (parent company)

Elsner, Eric

Owner (parent company)

Kirkwood, Jared

Owner (parent company)

Orgill, Craig

Owner (parent company)

Paxman, Marcus

Owner (parent company)

Bradshaw, Jeffrey

Individual is an Owner, Partner or Trustee of Any Adp of the Snf

Thompson, Stephen

Individual is an Owner, Partner or Trustee of Any Adp of the Snf

Key personnel

Caslmon, TimothyManagerThompson, StephenManagerAspen Healthcare Services LLCAdp of the SnfAspen Skilled Healthcare INCAdp of the SnfJacaranda Healthcare Group LLCAdp of the Snf
Source: Medicare provider data

Contact

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References & Resources

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