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Nursing HomeMedicaid

Touchpoints at Manchester

Strong Medicare quality ratings; families often praise effective physical and occupational therapy. Still worth an in-person visit.

333 Bidwell St, Keeney · Manchester, CT 06040127 bedsLicensed & Active
4/5
Medicare
Inspection
Staffing
Google rating
2.8/5

based on 45 Google reviews

5
4
3
2
1
Touchpoints at Manchester Nursing Home in Manchester, CT — Street View
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What this means for your family

While the rehabilitation therapy team is frequently cited as a strength, the facility suffers from persistent, severe issues regarding cleanliness and staff responsiveness. If you are considering this facility, we strongly recommend an unannounced tour of the specific unit where your loved one would stay and a direct conversation with the administrator about their current staffing ratios and sanitation protocols.

Google Reviews

Google Reviews

45 reviews on Google
Touchpoints at Manchester receives highly polarized feedback, with many families reporting significant concerns regarding cleanliness, responsiveness, and basic hygiene. While a subset of reviewers praises the physical and occupational therapy teams for successful rehabilitation outcomes, numerous others describe the facility as unsanitary, understaffed, and poorly managed.

Quality Themes

Tap a score for details
Food3.0Staff4.0Clean1.0ActivitiesN/AMeds2.0MemoryN/AComms3.0ValueN/A

Strengths

  • Effective physical and occupational therapy
  • Helpful social work staff
  • Some dedicated and kind nursing aides

Concerns

  • Unsanitary conditions and lack of cleanliness (mentioned by 9 reviewers)
  • Slow or non-existent response to call buttons (mentioned by 5 reviewers)
  • Poor communication with families regarding care plans (mentioned by 4 reviewers)
  • Medication management errors and delays (mentioned by 3 reviewers)
  • Inattentive or rude staff behavior (mentioned by 7 reviewers)

Rating Trends

Tap a year to see what changed

234'17(2)'19(3)'21(2)'23(4)'25(11)'26(6)

Distribution · 49 analyzed

5
19
4
3
3
2
2
2
1
23

How They Respond to Reviews

50%response rate

This facility responds to some reviews.

Questions for Your Tour

  • 1Given that physical and occupational therapy are noted as strengths here, how are these sessions integrated into a resident's daily routine?
  • 2Could you walk me through your current protocols for ensuring that call buttons are answered promptly and that residents' immediate needs are met?
  • 3What specific steps is the facility taking to improve the frequency and quality of updates provided to families regarding their loved one's care plan?
  • 4I noticed some feedback regarding cleanliness; what is your current housekeeping schedule and how do you ensure high standards of sanitation in resident rooms?
  • 5How does your nursing team manage the medication administration process to ensure accuracy and avoid delays for residents?
  • 6Could you describe the daily social activities available and how you encourage residents to participate in the community life here?

Personalized based on this facility's data


Key Review Excerpts

The only reason they are getting any starts is because of the amazing therapy team that has been helping my mother in law. They are kind, thoughtful, and a huge inspiration for her. Otherwise 0 stars for the aides and nurses.

Family member · 2022☆☆☆☆

What a dump! And they lie right to your face. Told me they didn't have 1 of my medicines when in fact, they didn't have ANY!!! So, I went all evening and night without antibiotics or diabetes Metformin.

Rehab patient · 2024☆☆☆☆

My mom was here for rehab after a week long stay in hospital - She was very well cared for ! She had physical therapy almost every day, and got stronger and stronger and was able to go home to her assisted living.

Family member · 2025★★★★★
Source: 45 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
0.52hrs
69%
Registered nurses for medical care
Total Nursing
2.98hrs
73%
All nurses + aides combined
Staff Turnover
25%
Lower is better (< 30% = good)
RN Turnover
27%
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 · 16 measures

Better Than Avg

14

measures

Worse Than Avg

1

measures

Mixed Results

1

measures

Long-Stay Residents
😔

Residents with depression symptoms

↓ Lower is better
This Facility4.2%
Better than Avg
Here
4.2%
US
12.1%
CT
19.7%
Capitol
19.7%

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

↓ Lower is better
This Facility10.7%
Better than Avg
Here
10.7%
US
19.4%
CT
24.9%
Capitol
24.7%
💉

Residents vaccinated for pneumonia

↑ Higher is better
This Facility100.0%
Better than Avg
Here
100.0%
US
93.4%
CT
88.0%
Capitol
91.1%
🚶

Residents whose walking got worse

↓ Lower is better
This Facility10.8%
Better than Avg
Here
10.8%
US
15.3%
CT
17.4%
Capitol
16.5%
💉

Residents vaccinated for the flu

↑ Higher is better
This Facility100.0%
Better than Avg
Here
100.0%
US
95.5%
CT
93.5%
Capitol
93.6%
💊

Residents on anti-anxiety or sleep medication

↓ Lower is better
This Facility23.0%
Worse than Avg
Here
23.0%
US
19.5%
CT
17.4%
Capitol
19.5%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility99.3%
Better than Avg
Here
99.3%
US
81.8%
CT
71.0%
Capitol
77.0%
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility93.2%
Better than Avg
Here
93.2%
US
79.7%
CT
69.7%
Capitol
71.1%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility0.7%
Better than Avg
Here
0.7%
US
1.6%
CT
1.5%
Capitol
1.4%
Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

5deficiencies
Well below state avg (12.8)
6 complaint-triggered

This facility has ongoing concerns with families filing complaints about communication failures and care planning issues, with six complaint-triggered deficiencies in recent years. The most recurring problems involve resident rights (particularly family notification requirements), care planning and medical records management, and fire safety/building maintenance. While most deficiencies have been corrected, the pattern of repeated issues in communication with families and some recent complaint cases suggest families should ask detailed questions about notification procedures and care coordination during any visit.

Sep 2, 2025Complaint
1
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.

Aug 13, 2025Routine
8
0711Potential for harm · WidespreadCorrected

Miscellaneous Deficiencies

Provide a written emergency evacuation plan.

0541Potential for harm · PatternCorrected

Services Deficiencies

Install properly constructed and protected linen or trash chutes.

0755Potential for harm · PatternCorrected

Pharmacy Service Deficiencies

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

0812Potential for harm · PatternCorrected

Nutrition and Dietary Deficiencies

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

0211Potential for harm · IsolatedCorrected

Egress Deficiencies

Keep aisles, corridors, and exits free of obstruction in case of emergency.

0324Potential for harm · IsolatedCorrected

Smoke Deficiencies

Provide properly protected cooking facilities.

0761Potential for harm · IsolatedCorrected

Miscellaneous Deficiencies

To conduct inspection, testing and maintenance of fire doors by qualified individuals.

0842Minimal · 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.

Aug 13, 2025Complaint
1
0610Potential for harm · IsolatedCorrected

Freedom from Abuse, Neglect, and Exploitation Deficiencies

Respond appropriately to all alleged violations.

Jun 20, 2025Complaint
1
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.

Feb 28, 2025Complaint
3
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.

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.

0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

Jul 25, 2023Routine
18
0550Potential for harm · PatternCorrected

Resident Rights Deficiencies

Honor the resident's right to a dignified existence, self-determination, communication, and to exercise his or her rights.

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.

0211Potential for harm · IsolatedCorrected

Egress Deficiencies

Keep aisles, corridors, and exits free of obstruction in case of emergency.

0353Potential for harm · IsolatedCorrected

Smoke Deficiencies

Inspect, test, and maintain automatic sprinkler systems.

0565Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Honor the resident's right to organize and participate in resident/family groups in the facility.

0584Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Honor the resident's right to a safe, clean, comfortable and homelike environment, including but not limited to receiving treatment and supports for daily living safely.

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.

0686Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate pressure ulcer care and prevent new ulcers from developing.

0694Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide for the safe, appropriate administration of IV fluids for a resident when needed.

0695Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

0698Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide safe, appropriate dialysis care/services for a resident who requires such services.

0730Potential for harm · IsolatedCorrected

Nursing and Physician Services Deficiencies

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

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.

0908Potential for harm · IsolatedCorrected

Environmental Deficiencies

Keep all essential equipment working safely.

0921Potential for harm · IsolatedCorrected

Environmental Deficiencies

Make sure that the nursing home area is safe, easy to use, clean and comfortable for residents, staff and the public.

0943Potential for harm · IsolatedCorrected

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.

Ownership & Operations

Who Operates This Facility

Owner / Operator

Touchpoints at Manchester

Organization Type

for profit

Chain Affiliation

Chain Name

Icare Health Network

Chain Size

12 facilities nationwide

Chain avg rating: 2.9/5 · Rank 4 of 12

Ownership & Management

Owners

Bidwell Care Center, LLC

Owner · Organization

100%

Apex Advisors

Owner (parent company) · Organization

Executive Advisors, LLC

Owner (parent company) · Organization

Plaza Investment Trust

Owner (parent company) · Organization

Key personnel

Neagle, PatrickW-2 Managing EmployeeWright, ChristopherOfficer / DirectorBidwell Care Center, LLCManager
Source: Medicare provider data

Contact

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References & Resources

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