Willowcrest Health Services
Below-average Medicare ratings — review the inspection history and ask the administrator about recent corrections before visiting.
based on 50 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 (14 vs median 7)
- High staff turnover (55%)
- High RN turnover (67%)
Below average in WI · Below recommended RN staffing · Below chain average · $21,285 in fines
What this means for your family
Willowcrest shows significant inconsistency in care. While some families report positive rehab outcomes, the recurring reports of neglect and hygiene issues are concerning. If you consider this facility, we strongly recommend unannounced visits and frequent monitoring of your loved one's personal hygiene and call-button response times.
Google Reviews
Google Reviews
50 reviews on Google“Willowcrest Health Services receives highly polarized feedback, with some families praising specific staff members for their kindness and others reporting severe neglect and hygiene issues. Recurring complaints focus on slow response times to call buttons, poor sanitation, and inadequate care for residents with high needs. While some families report positive rehab outcomes, the frequency of reports regarding bedsores, unaddressed hygiene, and communication failures suggests significant inconsistency in care quality.”
Quality Themes
Tap a score for detailsStrengths
- Helpful and kind front-office staff
- Effective short-term rehabilitation therapy
- Some dedicated and compassionate individual nurses
- Responsive social work support
Concerns
- Neglect and slow response to call buttons (mentioned by 9 reviewers)
- Poor hygiene and cleanliness (soiled clothing, odors) (mentioned by 6 reviewers)
- Inadequate staffing or lack of attention to high-needs residents (mentioned by 5 reviewers)
- Difficulty communicating with medical staff or administration (mentioned by 4 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 52 analyzed
How They Respond to Reviews
This facility responds to some reviews.
Questions for Your Tour
- 1We've heard great things about your front-office team and social workers; how do they typically help families stay connected with their loved ones?
- 2With the recent inspections, what specific steps has the facility taken to improve staffing levels and ensure call buttons are answered promptly?
- 3How does the housekeeping team manage daily cleaning schedules to ensure a fresh and comfortable environment for all residents?
- 4Could you tell us more about the dining experience and how the menu is planned to ensure nutritious, high-quality meals?
- 5What specific protocols are in place to ensure residents with high-care or memory care needs receive consistent, attentive medical attention?
- 6What kind of daily activities or social programs are available to keep residents engaged and active during the week?
Personalized based on this facility's data
Key Review Excerpts
“When she arrived, she needed 3 attendants to get out of bed. Through diligent care by the aides, therapists, nutritionists and nurses, she regained strength and her cognitive abilities normalized.”
“My mom had terrible care here. Just a few examples: When she would sit in her wheelchair, they would put her just far enough so she couldn’t reach her light for the nurses station.”
“My husband has been there for 7 years nurses are great and so are most of the aides although I haven't been able to see him I know that when I was able to there were times that he was soiled and still in the same shirt from the day before”
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
13
measures
2
measures
2
measures
Residents whose walking got worse
Residents with depression symptoms
Highly dependent on how each facility screens and codes depressive symptoms, so it varies widely between facilities.
Residents on antipsychotic medication
Residents vaccinated for pneumonia
Residents on anti-anxiety or sleep medication
Residents vaccinated for the flu
Short-stay residents vaccinated for the flu
Short-stay residents vaccinated for pneumonia
Short-stay residents newly given antipsychotics
US average from Medicare published data
Inspection History
Medicare Inspection History
3-year lookback · Medicare 2026
Willowcrest Health Services has concerning patterns with 65 deficiencies across multiple surveys, including families filing complaints about emergency care, safety hazards, feeding tubes, and staffing information. The facility shows persistent issues with medication management, resident care quality, and fire safety systems that recur across surveys from 2023 to 2025, though most deficiencies appear to be corrected after identification.
Jun 5, 2025Routine23
Administration Deficiencies
Electronically submit to CMS complete and accurate direct care staffing information, based on payroll and other verifiable and auditable data.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Miscellaneous Deficiencies
Have simulated fire drills held at unexpected times.
Miscellaneous Deficiencies
To conduct inspection, testing and maintenance of fire doors by qualified individuals.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Emergency Preparedness Deficiencies
Provide emergency officials' contact information.
Smoke Deficiencies
Have a fire alarm with audible and visual signals that transmits the alarm automatically to notify emergency forces in event of fire.
Smoke Deficiencies
Install an approved automatic sprinkler system.
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.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Freedom from Abuse, Neglect, and Exploitation Deficiencies
Prevent the use of unnecessary psychotropic medications or use medications that may restrain a resident's ability to function.
Resident Rights Deficiencies
Provide the required documentation or notification related to the resident's needs, appeal rights, or bed-hold policies.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
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.
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.
Quality of Life and Care Deficiencies
Ensure that feeding tubes are not used unless there is a medical reason and the resident agrees; and provide appropriate care for a resident with a feeding tube.
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Quality of Life and Care Deficiencies
Provide care or services that was trauma informed and/or culturally competent.
Pharmacy Service Deficiencies
Provide pharmaceutical services to meet the needs of each resident and employ or obtain the services of a licensed pharmacist.
Pharmacy Service Deficiencies
Ensure each resident’s drug regimen must be free from unnecessary drugs.
Pharmacy Service Deficiencies
Ensure that residents are free from significant medication errors.
Services Deficiencies
Have properly installed electrical wiring and gas equipment.
Smoke Deficiencies
Provide properly protected cooking facilities.
Mar 5, 2025Complaint1
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Oct 14, 2024Complaint1
Nursing and Physician Services Deficiencies
Post nurse staffing information every day.
Mar 29, 2024Complaint3
Quality of Life and Care Deficiencies
Provide basic life support, including CPR, prior to the arrival of emergency medical personnel , subject to physician orders and the resident’s advance directives.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Quality of Life and Care Deficiencies
Ensure that feeding tubes are not used unless there is a medical reason and the resident agrees; and provide appropriate care for a resident with a feeding tube.
Mar 29, 2024Routine24
Services Deficiencies
Ensure heating and ventilation systems that have been properly installed according to the manufacturer's instructions.
Services Deficiencies
Have elevators that firefighters can control in the event of a fire.
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Infection Control Deficiencies
Provide and implement an infection prevention and control program.
Egress Deficiencies
Install emergency lighting that can last at least 1 1/2 hours.
Smoke Deficiencies
Provide properly protected cooking facilities.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure receptacles at patient bed locations and where general anesthesia is administered, are tested after initial installation, replacement or servicing.
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.
Egress Deficiencies
Provide exit doors that are held open by devices that will automatically close on the activation of a fire alarm or smoke detector.
Nursing and Physician Services Deficiencies
Observe each nurse aide's job performance and give regular training.
Administration Deficiencies
Conduct mandatory training, for all staff, on the facility’s Quality Assurance and Performance Improvement Program.
Administration Deficiencies
Provide training in compliance and ethics.
Administration Deficiencies
Provide behavior health training consistent with the requirements and as determined by a facility assessment.
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
Provide appropriate pressure ulcer care and prevent new ulcers from developing.
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.
Quality of Life and Care Deficiencies
Provide enough food/fluids to maintain a resident's health.
Quality of Life and Care Deficiencies
Provide for the safe, appropriate administration of IV fluids for a resident when needed.
Quality of Life and Care Deficiencies
Provide safe and appropriate respiratory care for a resident when needed.
Pharmacy Service Deficiencies
Implement gradual dose reductions(GDR) and non-pharmacological interventions, unless contraindicated, prior to initiating or instead of continuing psychotropic medication; and PRN orders for psychotropic medications are only used when the medication is necessary and PRN use is limited.
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.
Egress Deficiencies
Install resident room doors of proper design and width.
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.
Jan 12, 2023Routine13
Nutrition and Dietary Deficiencies
Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.
Miscellaneous Deficiencies
Have simulated fire drills held at unexpected times.
Gas, Vacuum, and Electrical Systems Deficiencies
Have generator or other power source capable of supplying service within 10 seconds.
Gas, Vacuum, and Electrical Systems Deficiencies
Have proper medical gas storage and administration areas.
Nutrition and Dietary Deficiencies
Ensure food and drink is palatable, attractive, and at a safe and appetizing temperature.
Smoke Deficiencies
Ensure that special areas are constructed so that walls can resist fire for one hour or have an approved fire extinguishing system.
Services Deficiencies
Ensure heating and ventilation systems that have been properly installed according to the manufacturer's instructions.
Gas, Vacuum, and Electrical Systems Deficiencies
Ensure proper usage of power strips and extension cords.
Smoke Deficiencies
Provide properly protected cooking facilities.
Quality of Life and Care Deficiencies
Provide appropriate treatment and care according to orders, resident’s preferences and goals.
Quality of Life and Care Deficiencies
Ensure that a nursing home area is free from accident hazards and provides adequate supervision to prevent accidents.
Smoke Deficiencies
Inspect, test, and maintain automatic sprinkler systems.
Miscellaneous Deficiencies
Have posted "No-smoking" signs in areas where smoking is not permitted or ashtrays provided where smoking was allowed.
Federal Penalties
Fine
Mar 29, 2024
$21,285
Ownership & Operations
Who Operates This Facility
Willowcrest Health Services
for profit
Chain Affiliation
North Shore Healthcare
59 facilities nationwide
Chain avg rating: 2.8/5 · Rank 33 of 58
Ownership & Management
Owners
Nshf Operations LLC
Owner · Organization
Mills, David
Owner (parent company)
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
50 reviews from families & visitors
Official Website
Visit willowcresths.com
Medicare data downloads
Original nursing home datasets
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