Heritage Home-Florence Inc

Pros

• The aunt's family was very pleased with the care she has been receiving, noting the staff are attentive, friendly, and supportive.
• The new owner, Souheil, is described as a very nice gentleman who listens to what residents have to say.
• Prior to the management change, residents reportedly felt at home in the facility.
• The staff are described as helpful and concerned, with nothing but love for Heritage.
• Several reviews commend the staff for caring for residents extremely well and for being loving and caring.
• A reviewer called Heritage an excellent place to be and would recommend it to everyone for top care.

Cons

• The facility allowed a resident to fall from the bed during changing, leaving her on the floor until EMTs arrived, resulting in injuries to her head/face and a fractured spine.
• There was only one caregiver in the room during the change, raising safety concerns.
• A staff member reportedly left the resident without help until EMTs arrived, requiring five EMTs to assist.
• The new general manager is described as dishonest, deceptive, unapproachable, and unresponsive to calls.
• A refrigerator was removed due to claimed DHEC regulations, a decision later described as a lie and management-driven.
• Several nurses are said to have bad attitudes and fail to provide what residents need; the food quality is criticized as poor.
• A night staff member allegedly removed and hid the call button, and the bed lacked side rails with unclear timing for rails to be provided.
• A resident was moved from her assigned room into a closet-like space without notice, and belongings were scattered or discarded.
• The facility is described as unsafe due to rats on one wing.
• The facility is described as having declined from excellent to near disaster.
• A grandmother reportedly died within 24 hours of admission due to a lack of monitoring of her blood sugar.
• The organization has not provided financial statements since October 2024 and has not responded to inquiries.

Review

Heritage Home is a facility that elicits a broad spectrum of experiences from families and residents alike. On one end of the narrative, there are accounts that praise the place as a welcoming, home-like environment where staff act with care and warmth, and where residents can feel supported and well-looked-after. On the other end, there are accounts of alarming safety concerns, alleged neglect, and communication gaps that have left families frustrated, worried, and ready to pursue legal avenues. The stories reflect a community navigating change after a recent ownership transition, with varied perceptions of how the new leadership, including a new owner named Souheil and a general manager named Kelly, is shaping care and daily life for residents.

A pivotal, highly alarming incident centers on a family's experience with safety and staffing during a routine changing time. A caregiver reportedly allowed an aunt to fall completely from the bed onto the floor, with one staff member in the room who did not intervene promptly, leaving the resident on the floor until emergency medical services arrived. The fallout included a golf-ball-sized knot on the head and facial injuries, along with a fractured spine. The family's account questions why there was only one person assigned to assist during the incident and highlights the severity of the aftermath, including the involvement of multiple EMTs to lift the resident from the floor. In the wake of this event, the family indicates intent to contact their attorney, underscoring the serious safety concerns and potential liability involved.

The ownership and management changes at Heritage Home add another layer to the narrative. The property changed hands last year, and the new owner, Souheil, is described by some as a considerate and receptive leader who listens to residents and families. In contrast, the new general manager, Kelly, is painted in a harsher light by several reviewers: difficult to reach, unresponsive to phone calls, and accused of spreading misinformation about regulations (specifically around the removal of a resident's refrigerator and other home-like conveniences). A parenthetical dispute over the truth of DHEC's stance - whether the refrigerator was removed under regulatory pressure or at management's directive - suggests a broader concern about transparency and honesty in leadership at the facility. In addition, at least one reviewer notes a lack of financial statements since October 2024, reinforcing a perception of limited transparency under the current administration.

Despite the tension and criticism, there are voices from within the resident community that describe positive experiences under Heritage Home's care. Some reviewers say the staff are attentive, friendly, and supportive, with residents feeling that the home retains a sense of being cared for in a family-like environment. For these families, the facility represents a comfortable place that feels like home, where loved ones receive compassionate attention and where staff are viewed as a reliable source of comfort and assistance. These accounts emphasize that, when functioning well, the facility can provide a nurturing atmosphere that families value deeply, especially for long-term residents who have established routines and relationships with caregivers.

However, other testimonials paint a more troubling picture of inconsistent care quality and operational challenges. Specific complaints include nurses with poor attitudes or insufficient responsiveness, subpar food quality, and a feeling that therapy or rehabilitation services are not consistently delivering the expected level of support. Some families report episodes of neglect or mismanagement - such as a social worker not being available during a critical post-hospital period, a call button being taken away or misplaced, and a bed lacking side rails when needed for safety. There are vivid anecdotes of residents being moved out of their previously familiar rooms without notice, belongings being mishandled, and communication gaps that leave families feeling unheard and powerless. These stories underscore a worrying pattern of inconsistent safety protocols and resident advocacy that can deeply affect trust in the facility.

The long arc of experience at Heritage Home also includes contrasting chapters about family satisfaction and loss. Several accounts emphasize the care and dignity afforded to residents who have lived there for extended periods, with families expressing gratitude for the staff's dedication and the comfort that comes from a stable, loving environment. In some cases, relatives speak of friends or loved ones who benefited from the care, while in others, they mourn serious health declines or even death - situations that prompt reflections on the quality of monitoring, medical oversight, and timely intervention. The tension between moments of exemplary care and episodes of perceived neglect or miscommunication creates a nuanced, sometimes contradictory portrait of the facility.

Lastly, there are scattered notes about the physical environment and surroundings that contribute to the overall impression. One reviewer mentions a troubling discovery of rats on a wing and observed activity around bird feeders, which raises concerns about sanitation and safety. Taken together with the other accounts, these details add to a broader sense of risk and irregularities in facility maintenance and monitoring. Yet, amidst these concerns, there are also affirmations of the facility's capacity for care and compassion, reminding readers that Heritage Home can be a place of genuine affection and reliable support when staff and management align in their commitments.

In sum, the story of Heritage Home blends gratitude and grievance in a way that reflects a community in transition. For some families, the facility remains a source of comfort, stability, and attentive care that feels like home. For others, safety incidents, perceived management missteps, and communication gaps have caused deep worry and anger, with calls for accountability and improved safety practices. The divergence of experiences suggests that the quality of care at Heritage Home is highly contingent on staffing, administration responsiveness, and consistent adherence to safety and transparency standards. As one review implies, the outcome may hinge on ongoing engagement with leadership, clear communication, and a renewed focus on resident-centered practices that prioritize safety, dignity, and reliability for every resident and their family.

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)