Dignity in the Golden Years

Pros

• The staff greet visitors with a smile and the building feels clean.
• The care provided by nurses, CNAs, PTs, and OTs is exceptional.
• The staff are personable, friendly, and make residents feel comfortable and safe.
• The renovated environment is welcoming and there are engaging activities on the unit.
• Families praise the kindness, professionalism, and helpfulness of the staff.
• The facility is clean, well maintained, and spacious.
• Physical and occupational therapy teams are dedicated and effective.
• The care team consistently goes above and beyond to help residents.
• Some reviewers describe Prospect Heights as a hidden gem, reflecting strong team quality.

Cons

• The facility is horrible.
• An elderly patient waited 45 minutes to use the bathroom, while staff were on their cellphones.
• There is a big lack of communication at the facility.
• There are not enough supplies for the patients.
• The rooms smell terrible even after cleaning.
• The food is horrible and not diabetic-friendly.
• A patient waited 90 minutes with a full diaper before being changed.
• The facility is understaffed; patients are left in soiled diapers for hours.
• Some staff sit in the nurses' station on their iPhones.
• The reviewer advised against taking a loved one there.

Review

The collection of impressions from these residents, families, and observers paints a nursing/rehabilitation facility that inspires strong feelings - both high praise and pointed critique. On balance, many people speak warmly of the care, cleanliness, and personal warmth they experienced, while a sizable minority describe serious gaps in staffing, communication, and daily operations. What emerges is a place that can feel like a true haven for some, and a place of frustration for others, depending on the day, the exact unit, and the specific staff members involved.

Many reviews celebrate Prospect Heights for its welcoming atmosphere and the genuine kindness of the people who work there. Visitors repeatedly note that the building is clean, bright, and well maintained, with several highlighting the "new renovated environment" and an overall sense of safety and friendliness. Families and residents alike often describe staff - from nurses and certified nursing assistants to physical and occupational therapists, kitchen staff, and maintenance crews - as personable, professional, and patient-centered. A recurring thread is the feeling that the staff care about their charges and create a comfortable environment, with particular praise for rehabilitation services and the dedication of those involved in therapy. In several accounts, the care teams are singled out for going above and beyond, helping residents regain function, and maintaining a positive, respectful tone even in challenging circumstances.

Within the waves of praise, there are specific, vivid notes about staff excellence. Reviewers repeatedly commend treatment teams - nurses, CNAs, physical therapists, and occupational therapists - for their competence and compassion. Names recur: Adrian and Angel are singled out for outstanding nursing care; Elaine and Beverly on a particular floor are described as treating their patient as if they were their own; other comments acknowledge a consistently helpful, friendly staff across shifts, including therapists and kitchen and maintenance personnel. The atmosphere on the unit is repeatedly depicted as pleasant and supportive, with residents enjoying activities organized on the floors and reporting that they felt both comfortable and safe during their stay. Cleanliness is consistently a strength, and many visitors emphasize the importance of a facility that shows visible pride in its appearance.

Yet, alongside these positive testimonials, a notable portion of comments focuses on serious service gaps that undermine the overall experience. The most persistent criticisms involve understaffing and inconsistent response times. Several reviews recount delays in essential care - such as long waits to use the bathroom or be changed after soiling, stretches of hours during which diapers go unattended, and a perception that staff are stretched too thin to respond promptly. Some critics describe rooms or facilities that, despite physical cleanliness, carry a lingering odor or other signs of strain, and there are comments about insufficient supplies for residents, including basic necessities and food that reviewers find not diabetic-friendly or otherwise unsuitable. In one or two accounts, the facility's ability to provide basic comforts, like coffee for visitors or a more diverse amenity set (library, plant room, salon options), is called into question. A few reviewers even report troubling experiences of patients being left in soiled conditions for extended periods, underscoring the human cost of staffing shortages.

Communication gaps and management concerns recur as well. Reviewers describe a noticeable discrepancy between day and night staff in terms of communication and responsiveness, and some mention a strained climate where information isn't consistently shared among caregivers or with families. A handful of postings recount administrative friction - such as one person who felt blocked from picking up shifts after leaving an interview, or a strong sense of finger-pointing when issues arise in palliative or hospice care. One review specifically mentions a DON and a troubling personal experience tied to leadership, raising questions about accountability and follow-through after complaints. Several posts claim that the facility's response to concerns is uneven, with some families left waiting for replies that never come, which amplifies their sense of dissatisfaction during what is already a stressful time.

Medical and end-of-life care emerge as a particularly sensitive flashpoint in these stories. Some reviews praise rehab-focused care teams for helping patients regain function, noting high-quality PT/OT and attentive nursing in the rehab setting. But for those dealing with palliative or hospice care, the tone shifts: reviewers report that Complete Care at Prospect Heights is not fully equipped to handle palliative needs, with comments about poor coordination with external palliative teams and a perceived lack of accountability within the facility. The friction between the facility's advertised scope of services and the lived experience of families - especially when palliative care is involved - creates a rift that several comments urge prospective residents and their families to consider carefully. In one case, families advise using the rehab option but avoiding greater-care services at this location, highlighting a crucial distinction in what the facility is prepared to support.

Amid the mixed reviews, several threads emphasize genuine gratitude and hope. A number of residents and families thank the staff for saving or significantly improving quality of life, crediting the nursing and therapy teams with making meaningful progress and creating moments of relief and joy in difficult months. The tone in these notes is often personal and heartfelt: gratitude for kindness, acknowledgment of professional competence, and thanks for the daily acts of care that can brighten someone's day. Even in the most critical comments, there is often a baseline appreciation for the effort and the potential that the facility represents when everything aligns - cleanliness, adequate staffing, effective communication, and compassionate leadership.

Taken together, the reviews present a nuanced portrait of Prospect Heights. On one hand, the facility is praised for its cleanliness, renovated spaces, and the warmth and skill of many of its frontline staff. On the other hand, recurring concerns about staffing ratios, communication, timely care, supplies, and the adequacy of specialized care in palliative situations can't be ignored. For families considering this facility, the message is clear: outcomes and experiences can vary significantly by unit, staff on shift, and the level of care required. Prospective residents and their loved ones would do well to assess not just the overall reputation, but the current staffing levels, the specific care needs, and the particular unit or wing they would be assigned to, and to engage early and often with administrators and direct caregivers to set expectations and establish channels for communication. The reviews collectively invite a careful, case-by-case evaluation, recognizing a place capable of excellence in some contexts while exposing critical gaps in others.

This part of Hackensack, New Jersey offers a convenient and accessible location for senior living. With multiple pharmacies, hospitals, and physicians within a few miles radius, medical care and services are easily accessible. Additionally, there are various dining options including McDonald's, Houston's, and The Capital Grille, as well as cafes like Bogota Press Cafe and Starbucks for socializing and enjoyment. For recreation and relaxation, there are several parks nearby such as Van Saun County Park and Rutherford Memorial Park. Places of worship like Bais Torah U'tefilah and Community Church Of Glen Rock provide spiritual support for residents. The area also has good transportation options with multiple subway stations within a short distance for easy travel around the city. Overall, this part of Hackensack offers a well-rounded community with amenities that cater to the needs of seniors looking for a comfortable and vibrant lifestyle.

Pharmacies

• Rite Aid (0.4 miles)
• CVS Pharmacy (1.5 miles)
• CVS Pharmacy (1.5 miles)
• CVS Pharmacy (2.1 miles)
• CVS Pharmacy (2.6 miles)
• CVS Pharmacy (3 miles)
• Walgreens (3.9 miles)

Restaurants

• McDonald's (0.5 miles)
• McDonald's (0.9 miles)
• Houston's (1.8 miles)
• The Capital Grille (2.4 miles)
• Sportsmans' Tavern (2.7 miles)
• Suburban Diner (3.3 miles)
• McDonald's (3.5 miles)

Cafes

• Bogota Press Cafe (1 miles)
• Starbucks (1.4 miles)
• Starbucks (2.3 miles)
• Starbucks (5.7 miles)
• Kuppi Coffee Company (6.2 miles)
• Starbucks (6.3 miles)

Theaters

• AMC DINE-IN Shops At Riverside 9 (1.9 miles)
• Dreamscape at AMC Garden State Plaza (2.3 miles)
• AMC Clifton Commons 16 (5.9 miles)

Hospitals

• Holy Name Medical Center (2.4 miles)
• St Joseph's Regional Medical Center (5.8 miles)
• Milstein Hospital Building (6.7 miles)
• Russ Berrie Medical Science Pavilion (6.9 miles)
• The Valley Hospital (7.1 miles)
• Hackensack Meridian Health Pascack Valley Medical Center (7.2 miles)
• NewYork-Presbyterian Allen Hospital (7.5 miles)

Parks

• Van Saun County Park (3 miles)
• Rutherford Memorial Park (4.4 miles)
• Flat Rock Brook Nature Center (4.7 miles)
• Saddle River County Park - Dunkerhook Area (4.9 miles)
• Saddle River County Park (5.8 miles)
• J. Hood Wright Park (6.6 miles)
• Paterson Great Falls National Historical Park (6.7 miles)

Places of Worship

• Bais Torah U'tefilah (4.5 miles)
• Ahavas Israel (4.7 miles)
• Clifton Blue Mosque (4.8 miles)
• Community Church Of Glen Rock (6.3 miles)
• All Saints Episcopal Church (6.4 miles)
• The Riverdale Minyan (7.5 miles)

Physicians

• Park Medical Group PA (6.1 miles)
• Paterson Community Health Center (6.6 miles)
• Morgan Stanley Children's Hospital (6.8 miles)
• Kayal Orthopedic - Westwood (7.2 miles)

Transportation

• NJT - Hawthorne Station (6.4 miles)
• MTA Subway - 181st St (6.6 miles)
• MTA Subway - 190th St (6.8 miles)
• MTA Subway - 168th St (6.9 miles)
• MTA Subway - Dyckman St (7.1 miles)
• MTA Subway - Inwood/207th St (7.2 miles)
• Metro North - Riverdale Station (7.6 miles)