Highland Nursing Home is a nursing home community in Massena, NY.
Information last verified:
182 Highland Road, Massena, NY 13662
For more information about senior living options: (866) 208-4318
3.9 from 40 reviews
5 stars
23
4 stars
6
3 stars
2
2 stars
1
1 stars
8
Overall Review of Highland Nursing Home
common9 reviews mention this
Cleanliness comes up a lot
Residents mention cleanliness—both positive upkeep and strong concerns about odors or dirt.
Several residents and families praise the building as very clean, with one description calling cleanliness “absolutely amazing.” Others note ongoing or new cleanliness issues, including a foul smell, an “outdated” feel, and bad odor when walking in. A few also mention visible upgrades during renovations, like floors shining and the place looking cleaner and fresher.
common21 reviews mention this
Staff compassion is frequently praised
Many reviewers describe staff members as caring, attentive, and helpful across departments.
A large share of reviews highlight staff that feels genuinely kind and supportive, with families saying their loved ones were cared for and that day-to-day interactions were reassuring. Reviews also call out communication and responsiveness in positive terms, including examples of help during stays and attentive follow-through. Some reviews disagree, saying staff felt unfriendly or that care felt inconsistent, so experiences are not uniform.
caveat8 reviews mention this
Short staffing and communication issues
Some residents and families report delays in getting help and problems with staffing.
Negative feedback focuses on staffing and responsiveness, including reports that nurses did not answer call bells and that help was slow when it was urgently needed. Several reviews also describe missed communication with family, such as calls without messages or difficulty knowing who to contact. A few reviews tie the issues to an understaffed environment and a lack of a reliable system, contrasting with more positive accounts from other families.
differentiator7 reviews mention this
Rehab and therapy stand out
Therapy teams receive strong praise for rehabilitation support and progress.
Residents and families frequently mention therapy and rehabilitation as a major reason they felt outcomes improved, including examples of working with OT and PT and returning home stronger. Some reviews also point to the therapy team positively when describing rehabilitation for injuries or conditions, while a separate set of comments says additional physical therapists and nurses are needed. Overall, rehab-focused experiences appear central, even with staffing-related caveats.
common3 reviews mention this
Food is mentioned by families
A few reviews specifically mention dining and meal quality.
Some families describe enjoying the food during their loved ones’ time at the facility. Others mention specific meal experiences and kitchen associates, while one reviewer volunteering at the facility says they miss the good food. These comments are present but not as widespread as cleanliness or staff observations.
common3 reviews mention this
Activities and community feel matter
Several reviews mention activities and a more social environment.
Some residents and families describe enjoying scheduled activities and events, including live entertainment and community-style gatherings. Others mention an activity director and traditions, including changes that affected access and routines. While some reviews emphasize engagement and atmosphere, this theme is less consistent than staff and cleanliness.
How we summarize
Counts show how many written reviews mention each theme; a review can touch several themes, and only frequently mentioned themes become a section.
Highland Nursing Home on seniors.fyi includes 8 photos including images showing interior, lighting, reception, landscaping, hallway, artwork, doors, modern furniture, and more.
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Highland Nursing Home photos
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Interior
Decor
Living Room
Landscaping
Lighting
Lounge
Interior
Decor and Tree
Living Room, Television, Fireplace, and Seating Area
Landscaping and Reception
Lighting
Artwork, Hallway, and Doors
Lobby and Waiting Area
Lounge and Modern Furniture
Minimalist
Additional Photos
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140 resident community capacity
Skilled Nursing Facility
Air-conditioning
Beauty salon
Cable or satellite TV
Computer center
Dining room
Fitness room
Fully furnished
Gaming room
Garden
Housekeeping services
Kitchenette
Move-in coordination
Outdoor space
Private bathrooms
Restaurant-style dining
Small library
Telephone
Wellness center
Wi-Fi/high-speed internet available
Community operated transportation
12-16 hour nursing
24-hour call system
Activities of daily living assistance
Assistance with bathing
Assistance with dressing
Assistance with transfers
Diabetes diet
Medication management
Mental wellness program
Special dietary restrictions
Concierge services
Planned day trips
Convenient access to nearby cafes, physicians, restaurants, and theaters.
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