The Friendly Home in Rochester, NY

Pros

• The staff in the memory care unit are amazing and attentive.
• The staff are proactive and keep families well informed.
• The care provided gives families real peace of mind.
• The staff were kind and attentive during end-of-life care.
• The staff consistently kept the family updated and arranged snacks and musicians.
• The staff genuinely cared for residents and were proactive in communication.
• The facility meets families where they are and encourages involvement in care.
• The facility is a great place with wonderful people.
• The staff are helpful, friendly, and caring.
• The facilities are well maintained, clean, and the building is beautiful with comfortable rooms and lovely grounds.
• The rehab area and staff are patient and kind.
• The care is high quality, compassionate, and the staff are knowledgeable.

Cons

• Patients are being neglected, and things are stolen from them.
• The staff swears because the patients have memory issues, as if they can steal freely.
• They talk to the patients disrespectfully at times.
• They would not recommend this place for even a dog.
• The receptionist was not helpful, laughing at the caller and brushing off concerns about belongings.

Review

This community is best suited for families prioritizing memory-care excellence and active involvement in daily care, with peace of mind as a central goal. The memory-care unit is consistently praised for attentiveness and proactive staffing, delivering a level of hands-on support that reassures families grappling with dementia-related behaviors and escalating needs. It works well for those who want to stay closely connected to care decisions, receive regular updates, and rely on a team that can coordinate medical and emotional support through transitions, including end-of-life moments when such care matters most.

What stands out in practical terms are the people and the routines. Staff in memory care are frequently described as amazing, genuinely caring, and quick to respond. Families report being kept apprised of developments without having to chase information, and they highlight the cradle-to-grave support - from daily caregiving to last rites coordination and quiet moments of remembrance - that reduces the burden on overwhelmed relatives. The facility's clean, well-kept environment, coupled with a thoughtful rehab area and comfortable common spaces, reinforces a sense of dignity and security during recovery or post-surgical stays as well as long-term residence. For families seeking a setting where residents are treated with warmth, respect, and hands-on attention, the positives are meaningful and tangible.

Yet the picture is not uniformly glowing in every review. A subset of experiences raises red flags: instances of neglect claims, loss of belongings, and residents being spoken to disrespectfully at times. There are reports of staff yelling or swearing, accompanied by concerns about theft and insufficient safeguards for resident possessions. A few prospective attendees describe interactions with front-desk staff as less helpful, which affects first impressions and ongoing trust. Although these concerns are not universal, they are persistent enough to demand careful scrutiny from families evaluating this community against others in Rochester.

These conflicting experiences must be weighed against the core advantages. The strongest offset to the concerns lies in the depth of care for memory-impaired residents and the opportunity for families to remain actively involved. When the team communicates clearly, partners with families, and coordinates care plans, the emotional and practical burden on relatives diminishes considerably. The combination of a well-maintained campus, a robust rehab track record, and a climate where care teams are capable of coordinating end-of-life care can tilt the balance toward choosing The Friendly Home for those specific needs, provided confidence in everyday interactions is built through visits and conversations with staff leaders.

For families making a decision, there are actionable steps to reduce risk. Schedule multiple tours, including a resident-focused afternoon when staff interactions are observable. Speak with the memory-care director and a front-line caregiver about typical daily routines, response times, and incident handling. Ask for recent staff turnover data and the process for safeguarding personal belongings, including how incidents are investigated and communicated. Probe the cost structure and what is included in the rate, comparing it with other high-quality options in town to determine true value. In short, a thorough, in-person assessment will reveal how reliably the community translates its strengths into consistent daily experiences.

The bottom line: The Friendly Home holds strong appeal for families needing memory-care dedication, transparent communication, and an environment that supports active involvement. When those elements align with budget and risk tolerance, the positives - compassionate staff, proactive care, clean facilities, and a clear pathway for family participation - create a compelling case. However, families must not dismiss the more troubling reports without investigation. If the goal is unwavering consistency in resident respect, theft-prevention, and front-desk responsiveness, exploring alternatives with demonstrably steadier day-to-day interactions may be warranted. For the right family, it remains a formidable option; for others, it will be wise to compare one or two other Rochester facilities to secure the safest balance of care quality and peace of mind.

Physicians

• Lipson Cancer Center (0.5 miles)
• Elmwood Medical Associates PC (0.6 miles)
• Rochester Ambulatory Surgery Center (RASC) (0.9 miles)
• American Academy of Pediatrics (1.4 miles)
• Whelpley and Paul (1.6 miles)
• Rashida Clarke, OD - Your Local Eye Doctor - Brighton (1.6 miles)
• ExcelCare (1.7 miles)

Cafes

• Tree Town Cafe (0.7 miles)
• Neutral Ground Coffeehouse (2.7 miles)
• New City Cafe (3.4 miles)
• Locals Only (4 miles)
• Ugly Duck Coffee (4.2 miles)

Transportation

• Enterprise Rent-A-Car (1.1 miles)

Pharmacies

• Top's Markets (1.5 miles)
• Tops Pharmacy (1.5 miles)
• Wegmans (1.7 miles)
• Walgreens (1.7 miles)
• CVS Pharmacy (1.8 miles)
• CVS Pharmacy (2.1 miles)
• Village Pharmacy (2.5 miles)

Restaurants

• Adelita’s Mexican Cocina & Tequila (1.8 miles)
• The Cheesecake Factory (1.9 miles)
• Wendy's (1.9 miles)
• Perlo's Restaurant (2 miles)
• Balsam Bagels (2.1 miles)
• McDonald's (2.1 miles)
• Pittsford Pub (2.4 miles)

Parks

• Edmund Lyon Park (2.4 miles)
• Cobbs Hill Park (2.7 miles)
• Tryon Park (2.7 miles)
• French Road School Playground (2.9 miles)
• Durand Eastman Beach (3.6 miles)
• Perinton Park (3.9 miles)
• Great Embankment Park (4.1 miles)

Places of Worship

• Artisan Church (3.4 miles)

Hospitals

• Strong Memorial Hospital (3.9 miles)
• Highland Hospital (4.1 miles)
• United Cerbral Palsey (4.2 miles)