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Willowbrooke Court Sc Ctr at Matthews Glen

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

740 Pavilion View Drive, Matthews, NC 28105|15 beds|Licensed & Active

5/5

Medicare

Inspection

Quality

Staffing

Google rating

4.3/5

based on 97 Google reviews

(704) 845-5900 Directions Website

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What this means for your family

While Matthews Glen offers a beautiful, secure campus with excellent wellness resources, families should be cautious regarding administrative and medical oversight. We strongly recommend that you interview the nursing leadership directly about their protocols for escalating health concerns and verify the current status of dining services, as these have been recurring points of frustration for families.

Google Reviews

97 reviews on Google

“Willowbrooke Court at Matthews Glen is a large, well-maintained continuing care community that many residents and their families praise for its beautiful grounds, security, and active lifestyle. However, some families have reported serious concerns regarding communication, administrative responsiveness, and the quality of dining services. While many residents feel safe and well-cared for, prospective families should be aware of potential challenges in navigating the facility's bureaucracy and addressing medical or care-related grievances.”

Quality Themes

Tap a score for details

Strengths

Beautiful, well-maintained campus and facilities
Strong sense of security
Active social environment and resident community
Attentive on-site wellness and nursing staff

Concerns

Poor administrative communication and difficulty reaching staff (mentioned by 3 reviewers)
Disappointing food quality and dining experience (mentioned by 2 reviewers)
Inadequate medical response or oversight during health crises (mentioned by 2 reviewers)

Rating Trends

Tap a year to see what changed

Distribution · 100 analyzed

How They Respond to Reviews

97%response rate

This facility actively engages with reviewer feedback.

Questions for Your Tour

1Given the small, intimate size of this 15-resident center, how do you ensure consistent communication with families regarding daily updates and care plan changes?
2I noticed your beautiful campus has a very active social environment; could you walk me through what a typical day looks like for residents in terms of engagement and activities?
3How does your nursing team coordinate with outside physicians to ensure there is proactive medical oversight, especially during a resident's health transition?
4I see you have a strong staffing rating; how do you handle administrative inquiries to ensure families feel connected and heard when they have questions?
5We appreciate that you engage with feedback online; how do you incorporate family suggestions into your dining program to ensure residents are enjoying their meals?
6With the recent health inspection findings, what specific steps has the leadership team taken to address those areas and improve the overall care experience?

Personalized based on this facility's data

Key Review Excerpts

“I have never experienced the attention and care from any previous medical office as now afforded us through Matthews Glen and their Nurse Practitioner involvement with our health.”

Long-term resident · 2025★★★★★

“The biggest issue we hear about and personally experience is the food. Despite bringing in new chefs in recent years, the quality hasn’t improved, and our family avoids visiting for meals because it’s consistently disappointing.”

Grandchild of resident · 2025★★★☆☆

“My grandmother lived at Plantation Estates. She had her jewelry stolen from her room multiple times. She developed pneumonia, and the nurses and doctor decided to not send her to the hospital after days of worsening symptoms.”

Grandchild of deceased resident · 2017★☆☆☆☆

Source: 97 Google reviews

Staffing

Staffing Hours

per resident/day · Medicare 2026

RN Hours

0.97hrs

Registered nurses for medical care

Total Nursing

4.63hrs

All nurses + aides combined

This facility meets the national staffing benchmarks. Higher staffing is linked to fewer falls and better day-to-day care.

Quality Measures

Resident outcomes compared with national, state, and local averages · 3 measures

Medicare Rating

4/ 5

Better Than Avg

measures

Worse Than Avg

measures

Short-Stay Residents (Rehab / Post-Acute)

💉

Short-stay residents vaccinated for the flu

↑ Higher is better

This Facility96.3%

Better than Avg

Here

96.3%

79.8%

78.1%

Mecklenburg

74.3%

💉

Short-stay residents vaccinated for pneumonia

↑ Higher is better

This Facility90.6%

Better than Avg

Here

90.6%

81.8%

80.1%

Mecklenburg

75.3%

💊

Short-stay residents newly given antipsychotics

↓ Lower is better

This Facility2.1%

Worse than Avg

Here

2.1%

1.6%

1.5%

Mecklenburg

1.2%

Source: Medicare quality measures

US average from Medicare published data

Inspection History

Medicare Inspection History

3-year lookback · Medicare 2026

3deficiencies

Near state avg (5.6)

This facility has 17 federal deficiencies across four surveys, with recurring issues in fire safety systems, medication management, and building safety features. Most deficiencies involve infrastructure problems like fire alarm systems, emergency exits, and building construction rather than direct patient care concerns. All identified issues have been corrected by the provider, though some problems like cooking facility protection and exit door safety have recurred across multiple surveys.

Jul 8, 2025Routine3 findings

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.

0684Potential for harm · IsolatedCorrected

Quality of Life and Care Deficiencies

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

0732Minimal · WidespreadCorrected

Nursing and Physician Services Deficiencies

Post nurse staffing information every day.

May 30, 2024Routine10 findings

0759Potential for harm · IsolatedCorrected

Pharmacy Service Deficiencies

Ensure medication error rates are not 5 percent or greater.

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.

0161Potential for harm · IsolatedCorrected

Construction Deficiencies

Use approved construction type or materials.

0222Potential for harm · IsolatedCorrected

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.

0321Potential for harm · IsolatedCorrected

Smoke Deficiencies

Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.

0345Potential for harm · IsolatedCorrected

Smoke Deficiencies

Have approved installation, maintenance and testing program for fire alarm systems.

0355Potential for harm · IsolatedCorrected

Smoke Deficiencies

Properly select, install, inspect, or maintain portable fire extinguishes.

0521Potential for harm · IsolatedCorrected

Services Deficiencies

Ensure heating and ventilation systems that have been properly installed according to the manufacturer's instructions.

0918Potential for harm · IsolatedCorrected

Gas, Vacuum, and Electrical Systems Deficiencies

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

May 11, 2023Routine1 finding

0324Potential for harm · IsolatedCorrected

Smoke Deficiencies

Provide properly protected cooking facilities.

Jan 8, 2020Routine3 findings

0345Potential for harm · PatternCorrected

Smoke Deficiencies

Have approved installation, maintenance and testing program for fire alarm systems.

0222Potential for harm · IsolatedCorrected

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.

0324Potential for harm · IsolatedCorrected

Smoke Deficiencies

Provide properly protected cooking facilities.

Ownership & Operations

Who Operates This Facility

Owner / Operator

Willowbrooke Court Sc Ctr at Matthews Glen

Organization Type

nonprofit

Chain Affiliation

Chain Name

Acts Retirement-Life Communities

Chain Size

27 facilities nationwide

Chain avg rating: 4.8/5 · Rank 20 of 26 (Best)