Willow Rehab & Nursing
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 52 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.
- Low overall rating (2/5 stars)
- Low staffing rating (1/5 stars)
- Above-median deficiencies (13 vs median 8.0)
- High staff turnover (57%)
- High RN turnover (71%)
Below average in Texas · Critically understaffed (RN) · Below chain average · $228,569 in fines
What this means for your family
This facility is an excellent choice if your primary goal is high-quality physical therapy and rehabilitation. However, you should closely monitor the consistency of meal services and medication delivery, as these have been significant pain points for recent residents.
Google Reviews
Google Reviews
52 reviews analyzed“Families seeking rehabilitation services will find a highly-regarded therapy team that is frequently praised for being attentive and encouraging. However, there are significant, recurring concerns regarding the quality of food, medication management, and inconsistent staffing levels during certain shifts.”
Quality Themes
Tap a score for detailsStrengths
- Exceptional physical therapy and rehab programs
- Warm and caring nursing staff
- Engaging resident activities
- Welcoming, family-like environment
Concerns
- Poor food quality and late meal service (mentioned by 2 reviewers)
- Inconsistent staffing and lack of aides (mentioned by 2 reviewers)
- Issues with medication management and delays (mentioned by 2 reviewers)
Rating Trends
Tap a year to see what changed
Distribution
How They Respond to Reviews
The owner uses highly repetitive, templated responses that fail to address specific grievances or provide meaningful engagement. The responses rely on a standard script inviting the reviewer to contact the Administrator.
Questions for Your Tour
- 1We've heard wonderful things about the physical therapy and rehab programs here; could you tell us more about how those are tailored to individual needs?
- 2What is the typical schedule for meals, and how do you ensure that food is served fresh and on time for all residents?
- 3Could you walk us through your process for medication administration to ensure everything is handled accurately and without delays?
- 4How do you manage staffing levels during overnight shifts or weekends to ensure there are enough aides available for resident care?
- 5What kind of daily activities or social events do you have planned to keep the residents engaged and connected with one another?
- 6In the event of a medical emergency after hours, what is the specific protocol for contacting the family and coordinating with doctors?
Personalized based on this facility's data
Key Review Excerpts
“The Willows was a great place for my loved one. They have a family environment & have an awesome Activitys & rehab program that really get your loved ones involved.”
“The Willows has a wonderful Therapy team that is very attentive, friendly, knowledgeable and puts the patients needs first!”
“Physical Therapy was really good, But that was the only thing good about this place. The food was always served late and cold, sometimes I did not get my lunch until almost 2:00:”
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
10
measures
3
measures
4
measures
Residents on antipsychotic medication
Residents with depression symptoms
Residents on anti-anxiety or sleep medication
Residents vaccinated for pneumonia
Residents needing more daily help over time
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
Families have filed complaints leading to 7 deficiencies, including concerns about pain management, respiratory care, and accident prevention. The facility shows recurring issues with medication management, safety hazards, and food service across multiple surveys from 2022 to 2025. While all deficiencies have been corrected according to the facility, the persistence of similar problems across three years suggests ongoing operational challenges that warrant careful consideration.
Jun 13, 2025Complaint1
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Jan 30, 2025Routine15
Smoke Deficiencies
Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Nutrition and Dietary Deficiencies
Have a policy regarding use and storage of foods brought to residents by family and other visitors.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Smoke Deficiencies
Provide properly protected cooking facilities.
Smoke Deficiencies
Install an approved automatic sprinkler system.
Smoke Deficiencies
Ensure smoke barriers are constructed to a 1 hour fire resistance rating.
Resident Rights Deficiencies
Reasonably accommodate the needs and preferences of each resident.
Resident Assessment and Care Planning Deficiencies
PASARR screening for Mental disorders or Intellectual Disabilities
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 safe and appropriate respiratory care for a resident when needed.
Pharmacy Service Deficiencies
Ensure medication error rates are not 5 percent or greater.
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.
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.
Jan 30, 2025Complaint1
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Protect each resident from the wrongful use of the resident's belongings or money.
Dec 12, 2024Complaint2
Resident Rights Deficiencies
Prepare residents for a safe transfer or discharge from the nursing home.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Dec 12, 2023Routine12
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Administration Deficiencies
Electronically submit to CMS complete and accurate direct care staffing information, based on payroll and other verifiable and auditable data.
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.
Smoke Deficiencies
Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.
Smoke Deficiencies
Ensure smoke barriers are constructed to a 1 hour fire resistance rating.
Resident Rights Deficiencies
Honor the resident's right to a dignified existence, self-determination, communication, and to exercise his or her rights.
Resident Assessment and Care Planning Deficiencies
Coordinate assessments with the pre-admission screening and resident review program; and referring for services as needed.
Resident Assessment and Care Planning Deficiencies
PASARR screening for Mental disorders or Intellectual Disabilities
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
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Oct 16, 2023Complaint3
Quality of Life and Care Deficiencies
Provide safe, appropriate pain management for a resident who requires such services.
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.
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.
Federal Penalties
Fine
Jun 13, 2025
$26,685
Fine
Dec 12, 2024
$201,884
Ownership & Operations
Who Operates This Facility
Hamilton County Hospital District
for profit
WILLOW HC LLC
GARREL A FAULKNER
Chain Affiliation
Advanced Healthcare Solutions
30 facilities nationwide
Chain avg rating: 3.2/5 · Rank 23 of 30
Ownership & Management
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
52 reviews from families & visitors
Official Website
Visit thewillowsofkilgore.com
Medicare data downloads
Original nursing home datasets
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