Heritage Home-Florence Inc in Florence, SC

Pros

• The staff is very attentive, friendly and supportive.
• They care for their residents extremely well.
• The people who work there are amazing.
• The staff is very helpful and concerned.
• They treated residents and their families with dignity and compassion.
• Souheil seems to be a very nice gentleman who listens to residents.
• She is happy, well cared for and considers it home.
• They are extremely loving and caring.

Cons

• The facility allegedly allowed a resident to fall from the bed and left them on the floor until EMTs arrived, resulting in a head/face knot and a spinal fracture.
• The new general manager is described as dishonest, unapproachable, and unresponsive to residents’ concerns.
• Staff are accused of having bad attitudes and failing to provide needed care, with residents criticizing the food.
• A patient reportedly faced dehydration after not having bed rails, with rails described as unavailable or requiring extra fees and unclear delivery.
• A night staff member allegedly removed a call button and phone, preventing the resident from getting help.
• A resident was moved from their room to a closet-type space without notice, with belongings discarded, leaving them uncomfortable and scared.
• The facility has been described as incompetent and negligent, prompting family members to move relatives for better care.
• A grandmother allegedly died within 24 hours of admission due to lack of monitoring of blood sugar.
• Rats were observed on a wing, indicating unsafe and unsanitary conditions.

Review

Heritage Home-Florence is best suited for seniors who want a small, home-like setting near Florence, with caregivers who know residents by name and take time to walk through medications and daily routines. This community can feel like a comfortable, family-style home for residents who need assistance with daily tasks, enjoy regular personal attention, and appreciate staff who appear genuinely invested in their well-being. It works best for families that can remain actively involved, visit frequently, and demand ongoing communication about care plans, because the strongest asset here is the human touch, the kind of care that makes a resident feel seen and respected even when operations aren’t flawless.

Conversely, those whose loved ones require unwavering safety oversight and consistently reliable response times should consider other options. The reviews reveal a troubling pattern around safety and supervision: instances of falls during transfers, reports of missing side rails, and accounts of call buttons being mismanaged or moved out of reach. There are accusations of management dysfunction and problematic communication, including claims of misinformation and delayed responses from leadership. For families prioritizing stringent, transparent governance, routine safety audits, and consistently proactive social-work support, these reports raise red flags that warrant looking elsewhere or demanding concrete assurances before committing.

The strongest positives center on the caregiving attitude and the sense of belonging residents describe. Several accounts emphasize attentive, compassionate staff who take the time to answer questions, explain medications, and provide reassurance to families during transitions. A nurse-like presence that shows up on schedule, a willingness to tailor care to individual histories, and a palpable feeling that staff care about residents as people can tilt an experience from merely adequate to genuinely reassuring. Long-term residents and their families repeatedly credit the team for dignity in daily care, warmth in interactions, and a feeling of “home” that’s hard to replicate in larger, more impersonal facilities. When these elements align, Heritage Home-Florence can deliver meaningful quality of life through steady routines, familiar faces, and consistent, if imperfect, support.

Yet the cons registered across reviews cannot be dismissed or minimized. The most serious concerns involve safety lapses and inconsistent administrative responsiveness. Allegations include neglect during critical moments, delayed access to a social worker, and the troubling report of a bed without proper side rails, with barriers to obtaining safety features that should be routine. Family members recount being told conflicting information about regulatory requirements, and some describe difficulties in obtaining timely financial information or care updates after changes in ownership. Pervasive complaints about food quality, staffing attitudes, and the speed of issue resolution further undermine confidence in steady, programmatic care, especially for residents who rely on routine nutrition, mobility support, and predictable daily structures.

In weighing the pros against the cons, the pragmatic conclusion is that the positives, genuine caregiver warmth, a home-like atmosphere, and people who clearly care, do offset some inconveniences, but they do not fully offset the most serious safety and governance concerns. For families who prioritize a nurturing environment and plan to supervise closely, the net effect can still be favorable, particularly for short-term rehabilitation or for residents who need steady companionship and light assistance rather than complex medical management. For those requiring rigorous oversight, rapid response, and flawless safety execution, the risk profile here remains high enough to justify exploring alternatives unless strong, written assurances are obtained and a clear plan is in place to rectify gaps.

The decision should be grounded in concrete, on-the-ground verification. Before choosing Heritage Home-Florence, families should demand a current, comprehensive safety and staffing audit, review any recent inspection results, and speak with multiple staff members about response times, incident handling, and how side rails and call systems are managed day-to-day. It is essential to tour under real conditions, request to observe a medication pass, a routine transfer, and a meal service, and to talk with several current residents about consistency in care and communication with the administration. A detailed, written care plan that specifies monitoring for dehydration, diabetes, and fall risk, plus a clear escalation protocol for emergencies, should accompany any agreement. Finally, consider a comparison with nearby facilities that consistently demonstrate strong safety records, transparent financial practices, and robust social-work engagement, especially for families seeking assurance beyond the comforting presence of caring staff. If Heritage Home-Florence can demonstrate durable improvements in safety, governance, and communications, it becomes a viable, patient-centered option; if not, the safer path is to pursue alternatives while maintaining active family involvement at every step of the transition.

Physicians

• Internal Medicine Specialists of Florence (0.3 miles)
• Windham Gynecology (0.3 miles)
• Dr. William N. Boulware, MD, FACP (0.3 miles)
• Lifetime Hearing Services, Inc (0.3 miles)
• Pee Dee Radiology Group (0.3 miles)
• Regional Health & Testing Center (0.3 miles)
• Florence Orthopedic Associates Pa (0.5 miles)

Parks

• Timrod Park (0.3 miles)
• Lucas Park (0.5 miles)
• Florence Veterans Park (0.7 miles)

Restaurants

• Venus Pancake House (0.3 miles)
• Long Grain Cafe (0.4 miles)
• Town House Drive-In Restaurant (0.5 miles)
• Wendy's (0.5 miles)
• Papa John's Pizza (0.5 miles)
• Da Massimo Ristorante Italiano (0.6 miles)
• Victor's Bistro (0.7 miles)

Hospitals

• McLeod Regional Medical Center (0.4 miles)
• Palmetto Pee Dee Behavioral Health (0.4 miles)
• Hospice Mcleod (0.4 miles)
• Carolinas Rehabilitation Hospital (0.6 miles)
• Regency Hospital (0.6 miles)
• Regency Hospital Of Florence (0.6 miles)
• Emergency Department, McLeod Children s Hospital (1.2 miles)

Pharmacies

• CVS Pharmacy (0.5 miles)
• Walgreens (0.6 miles)
• Longs Drugs (0.9 miles)
• Nobles, Meredith Hopehealth (1 miles)
• Pharmacy Express (1.2 miles)
• CVS Pharmacy (2.2 miles)
• Walgreens (2.2 miles)

Theaters

• Julia 4 Cinema (1 miles)

Transportation

• Amtrak (1.2 miles)

Places of Worship

• Highland Park United Methodist Church (1.8 miles)

Cafes

• Starbucks (2.4 miles)
• Bean Bar (2.7 miles)