Heritage Hall

Pros

• It is one of the best places to keep a loved one; the staff are amazing and sweet.
• The DON cares for every person there and makes sure everything is up to code.
• The facility took excellent care of his grandfather, and he loved all of the staff.
• Through hospice, the facility staff were excellent with his family and with him.
• The staff were kind to him.
• The facility is great with wonderful staff who genuinely care for all the patients.
• It is a wonderful facility; the staff work very hard to provide the greatest quality of care for residents.
• It is a fantastic facility with smiling faces and a new administrator who really cares for his patients.

Cons

• The patient was called a junkie for needing a laxative.
• Staff refused to provide ibuprofen or stool softeners for stomach issues.
• Staff did not check patients regularly and ignored call lights, with feces found on the floor.
• The facility was described as a joke with rude and neglected patients.
• Residents were neglected and abused, with some kept in bed and rooms left dirty or foul-smelling.
• A patient with a broken shoulder was dismissed as seeking attention.
• The facility was severely understaffed and failed to meet basic needs, with long waits for help.
• Signatures were forged.

Review

Reviews about this facility present a broad spectrum of experiences, from deeply positive to alarmingly negative. Some families and residents describe the place as a standout option for keeping a loved one safe and cared for, while others recount severe lapses in care that they say crossed into neglect. Taken together, the comments paint a complex picture: strong leadership and compassionate moments in some cases, paired with understaffing, inconsistency, and real concerns about cleanliness and patient welfare in others.

On the high end, several reviewers praise the staff and leadership. One person recalls that they were well taken care of last summer and calls the facility "one of the best places to keep a loved one," noting that the staff is amazing and sweet and that the director of nursing (DON) cares for every person and makes sure everything stays up to code. A different account says the facility is "fantastic," with staff that are wonderful and consistently friendly and helpful. Another reviewer highlights the staff's dedication, describing the place as a wonderful facility where the staff work very hard to provide the greatest quality of care. In many of these stories, families feel supported by the care team, and hospice care is described as positive when the facility supported the resident and family during difficult times. The presence of a compassionate administrator and engaged staff is repeatedly cited as a key factor in these favorable impressions.

Yet those positive sentiments are balanced by a substantial set of troubling experiences. Several reviewers describe persistent understaffing and the consequent failure to meet basic needs. Comments about water delivery, timely assistance, and responses to call lights recur: "Very understaffed! Do not meet basic needs of patients. Water is not given at all times," and "Patients that are bedridden have to wait 60 minutes or more before call is answered." There are repeated claims that some staff try, but the overall ratio makes it difficult to keep up with demand. The contrast between the praise for some workers and the criticisms of others suggests a facility where consistency of care can hinge on the individual shift or the particular team caring for residents on a given day.

Some reviews take a much darker turn, detailing neglect and even abuse. A number of accounts describe scenes of unsanitary conditions, such as feces on the floor, foul smells, and rooms plagued by flies, with residents left sitting in beds or in rooms that aren't routinely cleaned. There are explicit allegations that staff ignore call lights and phones, and that some residents are left for long periods without assistance or proper care. These reviews also describe patient experiences that include untreated pain, repeated delays in care, and the perception that some patients are not treated with dignity.

There are powerful, specific stories of harm. One reviewer recounts a patient with liver failure who was taken off sleeping and pain medications, then labeled a junkie for needing a laxative; another describes a resident who slept all day, was vomiting, and whose bed sheets were never changed. A case is mentioned where a patient with a broken shoulder was told the pain was for attention, and several accounts report beds not being changed after vomiting or injuries, with someone crying out in pain while staff failed to respond in a timely or compassionate manner. Another account describes a patient who developed a wound infection after surgery, with the care team allegedly not ensuring proper wound care or cleaning, leading to a hospital-level concern.

Some reviewers directly question the facility's ethics and procedures, alleging forged signatures and other irregularities, and expressing strong distrust in the facility's handling of medications and medical orders. The combination of these serious accusations with the more mundane, everyday frustrations (delayed meals, insufficient hydration, and slow responses) underscores a troubling inconsistency in the quality and safety of care reported by different families and staff.

Despite the breadth of experiences, a common thread is that when the facility operates with engaged leadership and sufficient staffing, residents and families see real value in the care provided. The accounts that praise the DON's attentiveness, the administrator's care for patients, and the staff's genuine concern suggest that the facility has the potential to deliver excellent care. Conversely, when staffing is stretched thin and systems for basic care fail to function reliably, the same place can feel chaotic, careless, or even unsafe to those who rely on it.

Overall, these reviews present a facility with significant strengths and notable vulnerabilities. They show a place where compassion and quality can shine through the staff and leadership on good days, but where serious gaps in staffing, cleanliness, and timely care can have profound negative impacts on residents and their families. Prospective families and patients would do well to consider both the high praise for compassionate, attentive staff and the critical concerns about safety, hygiene, and consistency when evaluating whether this facility is the right fit.

Physicians

• The Health Wagon (0.3 miles)
• The Health Wagon (0.4 miles)
• Wise Cavalier Clinic (1.7 miles)
• Southwest Virginia Outpatient Center (3.6 miles)
• Cutting Edge Derm Norton (4.1 miles)
• Mountain Empire Hearing and Balance (4.2 miles)
• Meadowview Ear Nose & Throat Specialists (4.2 miles)

Places of Worship

• VA Baptist Mission Board (0.5 miles)
• Journey Church International (1.1 miles)
• Southern Baptist Convention (1.4 miles)
• Tupos (1.4 miles)
• Christ Lutheran Church Elca (1.5 miles)
• Gladeville Presbyterian Church (1.7 miles)
• Lighthouse Family Worship Center (1.9 miles)

Restaurants

• Roma's Pizzeria II (1.3 miles)
• Moon Dog Brick Oven (1.6 miles)
• Hardee's (1.6 miles)
• Mountainrose Vineyards (1.9 miles)
• McDonald's (2 miles)
• Reno's of Wise (2 miles)
• Wendy's (2.1 miles)

Pharmacies

• Cavalier Pharmacy (1.3 miles)
• Walmart Pharmacy (2.5 miles)
• Lonesomepine Economy Drug (4.4 miles)
• Good Neighbor Pharmacy (4.4 miles)
• Family Drug Center (4.4 miles)
• CVS Pharmacy (5 miles)

Cafes

• Mountain Grounds (1.3 miles)
• Kool Beanz Smoothie Bar & Cafe (4.7 miles)

Transportation

• Lonesome Pine Airport (LNP) (2.1 miles)
• U-Haul Neighborhood Dealer (2.7 miles)
• Alamo (2.8 miles)
• Enterprise Rent-A-Car (3.5 miles)
• U-Haul Neighborhood Dealer (4.7 miles)
• U-Haul (5.4 miles)
• Coeburn Taxicab (6.3 miles)

Hospitals

• Wellmont Medical Associates (2.7 miles)
• Bon Secours St Mary's Hospital (4 miles)
• Mountain View Regional Medical Center (4 miles)
• Mountain View Regional Med (4 miles)
• Wellmont Health System (4.1 miles)

Theaters

• Cinema City (4 miles)
• Central Drive-In Theatre (8.7 miles)