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Nursing HomeMedicaid Top Rated

Westminster-Canterbury of Richmond

Strong Medicare quality ratings; families often praise beautiful, well-maintained grounds and facilities. Still worth an in-person visit.

1600 Westbrook Ave, Richmond, VA 23227158 bedsLicensed & Active
5/5
Medicare
Inspection
Quality
Staffing
Google rating
4.3/5

based on 145 Google reviews

5
4
3
2
1

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What this means for your family

Westminster-Canterbury offers an exceptional lifestyle for independent living, but families considering the skilled nursing or rehab units should proceed with caution. We strongly recommend scheduling a tour specifically of the healthcare wing and asking for a direct contact person in administration to ensure you have a reliable point of communication if issues arise.

Google Reviews

Google Reviews

145 reviews on Google
Westminster-Canterbury of Richmond is widely regarded as a premium, amenity-rich retirement community with beautiful grounds and high-quality independent living facilities. However, recent reviews from families of residents in skilled nursing and rehab highlight significant concerns regarding communication, administrative responsiveness, and staffing levels. While many praise the lifestyle and dining, others report issues with cleanliness and unprofessionalism in the healthcare sections.

Quality Themes

Tap a score for details
Food9.0Staff6.0Clean6.0Activities10.0Meds5.0Memory2.0Comms3.0Value4.0

Strengths

  • Beautiful, well-maintained grounds and facilities
  • High-quality dining and restaurant options
  • Extensive range of activities and wellness programs
  • Compassionate nursing care in specific units

Concerns

  • Poor communication and lack of follow-up from administration (mentioned by 4 reviewers)
  • Understaffing in skilled nursing and rehab units (mentioned by 3 reviewers)
  • Unprofessional or rude behavior from specific staff members (mentioned by 4 reviewers)
  • Cleanliness issues including odors and pests (mentioned by 2 reviewers)

Rating Trends

Tap a year to see what changed

234'16(5)'18(40)'20(7)'22(3)'24(5)'26(3)

Distribution · 146 analyzed

5
100
4
19
3
9
2
5
1
13

How They Respond to Reviews

0%response rate

Questions for Your Tour

  • 1Given the beautiful grounds and extensive wellness programs here, how do you ensure residents in the memory care unit are fully integrated into these daily activities?
  • 2We understand that communication is vital for families; what is your standard process for keeping us updated on our loved one’s daily health and any changes in their care plan?
  • 3With the high volume of residents at this facility, how do you maintain consistent staffing levels in the skilled nursing unit to ensure every resident receives timely attention?
  • 4What specific protocols do you have in place to maintain the high standard of cleanliness and hygiene throughout the building on a daily basis?
  • 5Can you walk us through how your nursing staff handles medical emergencies or sudden changes in a resident's condition during evening and weekend hours?
  • 6How does the leadership team address feedback from families to ensure that every interaction with staff remains professional and supportive?

Personalized based on this facility's data


Key Review Excerpts

I expected high level institutional food. Boy was I wrong. This food was on par with any of the restaurants I have been to in Richmond (or better).

Family member of resident · 2022★★★★★

No words can adequately describe the incredible care my sister has been getting in healthcare at end of life. Every nurse has been so compassionate.

Family member of resident · 2021★★★★★

Very disappointed in the lack of communication/follow up from administrators concerning a recent fall of my mother in law. I’ve lost my trust in this facility.

Family member of resident · 2023☆☆☆☆
Source: 145 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026
RN Hours
1.15hrs
OK
Registered nurses for medical care
Total Nursing
4.58hrs
OK
All nurses + aides combined
Staff Turnover
45%
Lower is better (< 30% = good)
RN Turnover
23%
Lower is better (< 30% = good)

This 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 · 17 measures

Medicare Rating
4/ 5
Better Than Avg

8

measures

Worse Than Avg

5

measures

Mixed Results

4

measures

Long-Stay Residents
😔

Residents with depression symptoms

↓ Lower is better
This Facility0.5%
Better than Avg
Here
0.5%
US
12.1%
VA
16.9%
Henrico
41.4%

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

🛏️

Residents needing more daily help over time

↓ Lower is better
This Facility42.6%
Worse than Avg
Here
42.6%
US
14.4%
VA
15.3%
Henrico
13.6%
🚶

Residents whose walking got worse

↓ Lower is better
This Facility36.3%
Worse than Avg
Here
36.3%
US
15.3%
VA
16.4%
Henrico
15.5%
💊

Residents on anti-anxiety or sleep medication

↓ Lower is better
This Facility39.3%
Worse than Avg
Here
39.3%
US
19.5%
VA
20.4%
Henrico
18.3%
🚿

Residents whose bladder or bowel control got worse

↓ Lower is better
This Facility31.3%
Worse than Avg
Here
31.3%
US
19.4%
VA
22.0%
Henrico
25.5%
💉

Residents vaccinated for the flu

↑ Higher is better
This Facility100.0%
Better than Avg
Here
100.0%
US
95.5%
VA
94.0%
Henrico
90.1%
Short-Stay Residents (Rehab / Post-Acute)
💉

Short-stay residents vaccinated for the flu

↑ Higher is better
This Facility96.7%
Better than Avg
Here
96.7%
US
79.8%
VA
73.6%
Henrico
60.8%
💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better
This Facility95.9%
Better than Avg
Here
95.9%
US
81.8%
VA
73.9%
Henrico
63.8%
💊

Short-stay residents newly given antipsychotics

↓ Lower is better
This Facility1.2%
Better than Avg
Here
1.2%
US
1.6%
VA
1.2%
Henrico
1.6%
Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

4deficiencies
Well below state avg (14.5)
2 complaint-triggered

This facility shows an ongoing pattern of deficiencies across multiple care areas, with families filing complaints that triggered recent investigations in 2024. The most recurring issues involve resident rights notifications, care planning and medical records, and safety systems (fire/emergency equipment). While all deficiencies have correction dates, problems persist across surveys from 2021 to 2024, suggesting potential systemic challenges with maintaining consistent compliance standards.

Oct 30, 2024Complaint
2
0658Potential for harm · IsolatedCorrected

Resident Assessment and Care Planning Deficiencies

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

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.

Jun 12, 2024Routine
4
0554Potential for harm · IsolatedCorrected

Resident Rights Deficiencies

Allow residents to self-administer drugs if determined clinically appropriate.

0656Potential for harm · IsolatedCorrected

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.

0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

0757Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

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

May 25, 2023Routine
5
0291Potential for harm · WidespreadCorrected

Egress Deficiencies

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

0688Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

Provide appropriate care for a resident to maintain and/or improve range of motion (ROM), limited ROM and/or mobility, unless a decline is for a medical reason.

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.

0582Minimal · PatternCorrected

Resident Rights Deficiencies

Give residents notice of Medicaid/Medicare coverage and potential liability for services not covered.

0625Minimal · PatternCorrected

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.

Mar 25, 2021Routine
8
0625Potential for harm · WidespreadCorrected

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.

0803Potential for harm · WidespreadCorrected

Nutrition and Dietary Deficiencies

Ensure menus must meet the nutritional needs of residents, be prepared in advance, be followed, be updated, be reviewed by dietician, and meet the needs of the resident.

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.

0352Potential for harm · WidespreadCorrected

Smoke Deficiencies

Properly install and monitor supervisory attachments on automatic sprinkler systems.

0353Potential for harm · WidespreadCorrected

Smoke Deficiencies

Inspect, test, and maintain automatic sprinkler systems.

0363Potential for harm · PatternCorrected

Smoke Deficiencies

Install corridor and hallway doors that block smoke.

0511Potential for harm · PatternCorrected

Services Deficiencies

Have properly installed electrical wiring and gas equipment.

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.

Ownership & Operations

Who Operates This Facility

Owner / Operator

Westminster-Canterbury of Richmond

Organization Type

nonprofit

Ownership & Management

Owners

Westminster Canterbury Corporation

Owner · Organization

Key personnel

Branch Banking and Trust Company5% or Greater Mortgage InterestThe Bank of New York Mellon Trust Company5% or Greater Mortgage InterestWestminster Canterbury Corporation5% or Greater Security InterestBurns, JohnOfficer / DirectorGardner, RussellOfficer / Director
Source: Medicare provider data

Contact

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References & Resources

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