1550 Empire Boulevard, Webster, NY 14580
For more information about senior living options: (844) 490-3973
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They have some good people in the physical therapy staff. Most of the aides are kind. There are some good staff members overall.
The facility is described as the worst nursing home ever, with staff who don't wash or feed residents. Residents are left in horrible condition, with little or no care during visits. Personal items frequently go missing, and reimbursement offers are insulting. Bed pans are refused, residents are not given water or showers, and basic hygiene is neglected. Staff are rude, unresponsive, and often unreachable by phone or at the bedside. The facility is filthy and in disrepair, with rooms reeking of urine. Care is inconsistent or incompetent; many nurses and aides are not caring. Medications are mishandled, with reports of diversion or being misused to cover issues. Some residents are sedated to prevent complaints and avoid attention. Instances of abuse or neglect are noted, including clothing theft and patients being left unattended. Therapy and rehabilitation are uneven, and deterioration leads to unnecessary hospital transfers. Families feel compelled to involve the health department due to ongoing, unaddressed concerns.Across a chorus of deeply troubling experiences, families describe a consistently distressing reality in certain nursing homes and rehabilitation centers. The accounts center on Hill Haven and nearby facilities, but they share a troubling pattern: residents appear neglected, basic needs go unmet, and communication with families is unreliable at best. In these stories, dignity seems eroded by a combination of poor staffing, insufficient oversight, and a culture that leaves loved ones to wonder whether their relatives are safe, clean, and cared for. The overarching sentiment is one of fear, anger, and heartbreak, with a long trail of missed alarms, unanswered calls, and days that blur into perilous suffering.
One of the most devastating narratives involves a father who entered a rehabilitation facility hoping to regain strength and return home. What began with anticipation quickly devolved into a nightmare: a phone line limited to "the one phone they had for all patients," and during a critical decline, a family member could not reach a nurse who would return a call. The text of the intervention is stark: "This isn't the man I saw 3 days ago." The family asserts that no one checked on him for days, no doctor appeared, and the situation deteriorated so severely that he was eventually sent to Strong Memorial Hospital - too late to recover. The father's passing is described not as a tragic accident of illness alone, but as the consequence of what the reviewer calls a systemic failure: a breakdown in communication, a stalled response to warning signs, and a sense that the patient's condition was not observed with the urgency it deserved.
Another thread follows an uncle who spent nine years at Hill Haven and entered hospice care in 2021. The description of his final days is wrenching: he was moved to a different room, and his personal belongings vanished. By the time he passed two weeks later, the family could locate almost nothing of his possessions beyond a few cards. The reviewer criticizes the facility's handling of a person in a vegetative state, calling the process "reprehensible" and noting the cynicism of an offer to reimburse costs only after a receipt is produced. The tone is one of moral outrage - an assertion that dignity and respect were violated at a moment when the family needed reassurance and proper care the most.
Beyond these individual stories, the reviews converge on a set of persistent care failures. Several accounts describe a refusal to perform everyday tasks that should be routine in a care setting: changing bedpans, feeding, giving water, and even shaving. In some instances, the facilities are accused of actively preventing contact with loved ones by keeping cell phones away or failing to respond to calls for help. The result is a sense that residents lie in their rooms in distress or inable to call for assistance, while staff members are reportedly hard to reach or inattentive. When families do manage to raise concerns, they report being met with indifference or hostility, and some note that the problem is not isolated to a single shift or day but appears as an ongoing pattern over extended periods.
The intensity of the frustration becomes even more acute when patients suffer clear medical or safety crises. One reviewer describes a septic infection in a patient who claims the hospital's services were delayed and that pain medications and showers were withheld when requested. Another recalls a bed-ridden resident whose colostomy bag burst; aid staff allegedly appeared annoyed and slow to respond, and there was a troubling lack of sign-in sheets or accountability. In several stories, families recount dramatic episodes that culminate in emergency hospital transfers, sometimes with the patient's condition already severely compromised, raising questions about the adequacy of monitoring and timely intervention.
There are also longer arcs of alleged neglect, from theft of personal belongings - clothes and other items taken from a patient who later passed away - to accusations that staff members zone out on their cell phones while patients sit in their soiled conditions. One reviewer captures a particularly damning image: "What one has to do is show up unexpectedly and catch half of the staff on their phones, ignoring patients' bells and lights." The same voice describes a room that "reeks of urine" and a routine that feels more like a factory than a place of healing, where dozing patients are dosed with medications that may mask discomfort while underlying problems go unaddressed. The sense of being unseen, unheard, and uncared-for is a thread that runs through many paragraphs of testimony.
A more nuanced note appears in some entries, acknowledging that not all staff members fit the negative mold. A few references point to some competent physical therapy personnel and some kind aides, offering a sliver of balance amid otherwise devastating accounts. Yet the overall picture remains overwhelmingly negative: by far the majority of voices portray nurses and aides as either overwhelmed or indifferent, with some explicitly stating that care is "terrible," "horrible," or "the worst." The emotional weight of these statements is not limited to anger; it includes a palpable grief for what these families imagine should have been a protected, compassionate environment for their loved ones, now tainted by a sense that safety and dignity were sacrificed.
The net effect of these narratives is a powerful call for accountability and reform. Families describe a system that needs better oversight, more responsive communication, and a workforce trained to deliver not only the medical interventions but the human care that sustains dignity in the final days or weeks of life. The stories also reflect a fault line in the experience of care - between what families expect and what is delivered in moments of vulnerability. While no single account can speak for every resident or every facility, the pattern laid out here paints a distressing portrait of neglect and fear that will likely prompt further scrutiny and, for some, action through grievance channels, state inspection, and advocacy.
In sharing these experiences, the writers emphasize a shared plea: that their loved ones deserve to be treated with respect, to have their basic needs met promptly, to receive honest communication about condition and care, and to be safeguarded from harm. The weight of loss, the sting of frustration, and the longing for accountability are all evident in every paragraph. These are not abstract criticisms; they are personal testimonies of families who watched care fail in ways that should never be allowed to recur. The voices here insist on a standard that places the welfare and dignity of the most vulnerable at the center of every decision, every shift, and every interaction within the walls of a facility entrusted with their care.
288 resident community capacity
Skilled Nursing FacilitySkilled Nursing Facilities are crucial for seniors as they provide round-the-clock medical care, rehabilitation services, and assistance with daily activities. These facilities ensure that seniors receive the specialized care they need to maintain their health and well-being as they age.
Air-conditioningAir conditioning is important for seniors as they are more vulnerable to heat-related illnesses and may have underlying health conditions that make it difficult for them to regulate their body temperature. It helps to keep them comfortable, safe, and healthy in hot weather.
Beauty salonBeauty salons are important for seniors because they provide a space for them to feel pampered, socialize, and maintain their personal grooming and hygiene. Regular visits to a beauty salon can help boost seniors' self-esteem and overall well-being.
Cable or satellite TVCable or satellite TV is important for seniors because it provides entertainment, news, and companionship, helping to combat loneliness and boredom. It also offers a wide range of programming options tailored to different interests and preferences.
Computer centerA computer center is essential for seniors as it provides access to technology, communication tools, and resources that can enhance their daily lives. It allows them to stay connected with loved ones, engage in online activities, and learn new skills, ultimately promoting socialization and mental stimulation.
Dining roomDining rooms are important for seniors as they provide a space for socialization, connection, and nutritious meals. They offer opportunities for residents to bond over shared meals, foster a sense of community, and promote healthy eating habits. Dining rooms also ensure that seniors have access to well-balanced meals tailored to their dietary needs and preferences.
Fitness roomHaving a fitness room in a senior living community is essential for seniors to stay active, maintain their physical health, and improve their overall well-being. Regular exercise can help prevent falls, reduce the risk of chronic diseases, and promote mental sharpness. It also provides social opportunities for residents to connect with others and enjoy a sense of community.
Fully furnishedFully furnished senior living communities are important for seniors because they provide convenience, comfort, and a hassle-free moving experience. Seniors can easily settle into their new living space without the stress of having to buy and move furniture. This allows them to focus on enjoying their new home and community.
Gaming roomGaming rooms are important for seniors as they provide a fun and engaging environment for socializing, cognitive stimulation, and physical activity. Games can improve memory, problem-solving skills, and overall mental well-being while fostering friendships and reducing feelings of isolation.
GardenGardens are important for seniors as they provide a peaceful and therapeutic environment for relaxation, physical activity, and socialization. Being in nature has been shown to reduce stress, improve mood, and promote overall well-being. Gardens also offer opportunities for seniors to engage in gardening activities, which can improve mobility, flexibility, and cognitive function. Additionally, gardens create a sense of community and connection with others who share a passion for plants and outdoor spaces.
Housekeeping servicesHousekeeping services are important for seniors because they help maintain a clean and safe living environment, promote independence, and reduce the risk of accidents or illnesses. Additionally, having assistance with household chores can alleviate physical strain and allow seniors to focus on other aspects of their well-being.
KitchenetteKitchenettes are important for seniors living in senior living communities because they provide the convenience and independence of being able to prepare simple meals and snacks in the comfort of their own living space. This can help promote a sense of autonomy and well-being for seniors, allowing them to maintain some level of control over their dietary choices and daily routines.
Move-in coordinationMove-in coordination is important for seniors because it helps ease the transition into their new living environment. It ensures that all logistics, such as packing, organizing movers, and setting up utilities are taken care of, allowing seniors to focus on settling in and adjusting to their new home. Having a smooth move-in process can alleviate stress and anxiety, making the transition smoother and more enjoyable for seniors.
Outdoor spaceOutdoor spaces are important for seniors as they provide opportunities for physical activity, social interaction, exposure to natural light and fresh air, and a sense of connection to nature. Having access to outdoor spaces can improve overall well-being and quality of life for older adults living in senior communities.
Private bathroomsPrivate bathrooms are important for seniors in senior living communities because they provide independence, dignity, and comfort. Having a private bathroom allows seniors to maintain their personal hygiene routines without the need for assistance, promoting a sense of autonomy and privacy. Additionally, private bathrooms help prevent the spread of infections and provide a safe and clean environment for seniors to navigate safely.
Restaurant-style diningRestaurant-style dining is important for seniors because it allows them to enjoy delicious, nutritious meals in a social and upscale setting. This enhances their dining experience, promotes healthy eating habits, and fosters socialization with fellow residents, ultimately contributing to their overall well-being and quality of life.
Small librarySmall libraries are important for seniors as they provide access to a variety of reading materials, including books, newspapers, and magazines. This can help stimulate their minds, keep them engaged, and provide a sense of community through book clubs and other social activities. Additionally, reading has been shown to improve cognitive function and overall mental well-being in older adults.
TelephoneTelephones are important for seniors as they provide a lifeline for communication with loved ones, emergency services, and healthcare providers. They offer a sense of security and independence, enabling seniors to stay connected and access assistance when needed.
Wellness centerWellness centers are important for seniors because they offer a variety of programs and services that promote physical, mental, and emotional well-being. These centers provide opportunities for exercise, socialization, education, and relaxation, helping seniors maintain their overall health and quality of life.
Wi-Fi/high-speed internet availableWi-Fi/high-speed internet is important for seniors to stay connected with loved ones, access online resources, and participate in virtual activities to combat feelings of loneliness and isolation. It also allows them to easily manage healthcare needs, access entertainment, and engage in lifelong learning opportunities.
Greater Rochester International (9 miles away)
Community operated transportationCommunity operated transportation is crucial for seniors as it provides them with the means to access essential services, social activities, and medical appointments. It allows seniors to maintain their independence and quality of life by ensuring they can participate in activities outside of their homes. Additionally, community-operated transportation services offer a safe and reliable way for seniors to travel without having to rely on family or friends for assistance. Transportation arrangementTransportation arrangements are crucial for seniors as they may face challenges with driving, mobility, or access to public transportation. Having reliable transportation services ensures that seniors can easily attend appointments, social activities, and maintain their independence and quality of life. Transportation arrangement (non-medical)Transportation arrangements are essential for seniors as they provide access to essential services, activities, and social interactions outside the home. This service helps maintain independence, mobility, and overall well-being for seniors who may have limited transportation options. Transportation to doctors appointmentsTransportation to doctors appointments is crucial for seniors as it ensures they have access to necessary medical care and support, promoting their health and well-being. It allows them to receive timely treatment, monitor existing conditions, and address any new health concerns efficiently. Additionally, transportation services can help seniors maintain their independence and quality of life by enabling them to stay connected with their healthcare providers.
12-16 hour nursing12-16 hour nursing care is crucial for seniors in order to ensure around-the-clock monitoring, timely medication administration, and prompt response to any health concerns or emergencies. This level of care helps to promote the overall well-being and safety of seniors living in senior living communities.
24-hour call system24-hour call systems are important for seniors because they provide peace of mind and immediate assistance in case of emergencies. This technology ensures that help is always available, promoting safety and security for elderly individuals living alone or in assisted living facilities. 24-hour supervision24-hour supervision is important for seniors to ensure their safety, well-being, and access to immediate assistance in case of emergencies or health issues. This constant support provides peace of mind for both seniors and their loved ones, allowing them to age in place with dignity and security.
Activities of daily living assistanceActivities of daily living assistance are important for seniors because they provide essential support with tasks such as eating, bathing, dressing, and mobility. This assistance helps seniors maintain their independence, dignity, and overall quality of life as they age.
Assistance with bathingAssistance with bathing is crucial for seniors as it helps maintain personal hygiene, prevents infections, and ensures their overall well-being and comfort. It also provides a sense of dignity and independence for seniors who may struggle with this task on their own.
Assistance with dressingAssistance with dressing is important for seniors because it helps maintain their independence, promotes personal hygiene, prevents accidents and injuries, and improves overall quality of life. This service ensures that seniors can continue to dress comfortably and confidently, despite any physical limitations they may have.
Assistance with transfersAssistance with transfers is crucial for seniors as it helps prevent falls and injuries, maintains their independence, and ensures they can safely navigate their living environment. It also provides peace of mind for both seniors and their loved ones.
Diabetes dietA diabetes diet is crucial for seniors as it helps manage blood sugar levels, reduce risks of complications, and improve overall health and well-being. By following a balanced and nutritious diet tailored to their specific needs, seniors can better control their diabetes and enhance their quality of life. Meal preparation and serviceMeal preparation and service are crucial for seniors as they may have limited mobility or energy to cook nutritious meals. Having access to healthy and convenient food options can ensure they are getting the proper nutrition needed to maintain their overall health and well-being.
Medication managementMedication management is crucial for seniors to ensure they are taking the right medications at the correct dosages and times. This helps prevent adverse drug interactions, reduces the risk of medication errors, and promotes overall health and well-being. Proactive management also allows for adjustments as needed based on changing health conditions or new prescriptions.
Mental wellness programMental wellness programs are essential for seniors as they promote cognitive stimulation, emotional support, and social engagement. These programs help prevent isolation, depression, and cognitive decline, ultimately enhancing the overall quality of life for older adults.
Special dietary restrictionsSpecial dietary restrictions are important for seniors because age-related changes in metabolism and health conditions can make it difficult for their bodies to process certain foods. By following a diet tailored to their specific needs, seniors can maintain their overall health and well-being, manage chronic conditions, and reduce the risk of complications such as malnutrition or food interactions with medications. Diabetes dietA diabetes diet is crucial for seniors as it helps manage blood sugar levels, reduce risks of complications, and improve overall health and well-being. By following a balanced and nutritious diet tailored to their specific needs, seniors can better control their diabetes and enhance their quality of life. Special dietary restrictionsSpecial dietary restrictions are important for seniors because age-related changes in metabolism and health conditions can make it difficult for their bodies to process certain foods. By following a diet tailored to their specific needs, seniors can maintain their overall health and well-being, manage chronic conditions, and reduce the risk of complications such as malnutrition or food interactions with medications. Community-sponsored activitiesCommunity-sponsored activities are important for seniors as they provide opportunities for social interaction, mental stimulation, and physical activity. These activities can help improve overall well-being, combat loneliness and isolation, and promote a sense of belonging and purpose among older adults.
Concierge servicesConcierge services are essential for seniors as they provide assistance with daily tasks and errands, enhance their quality of life by offering convenience and personalized care, and promote a sense of safety and security. Fitness programsFitness programs are crucial for seniors as they help improve strength, flexibility, balance, and overall well-being. Staying active can reduce the risk of chronic diseases, improve mental health, and enhance quality of life in older adults.
Planned day tripsPlanned day trips are important for seniors because they offer opportunities for socialization, mental stimulation, and physical activity. They provide a change of scenery and help seniors stay engaged and connected to their community, promoting overall well-being and quality of life. Resident-run activitiesResident-run activities are important for seniors as they encourage social interaction, creativity, and a sense of autonomy. These activities empower seniors to stay engaged and active in their community while fostering meaningful connections with their peers. Scheduled daily activitiesScheduled daily activities are important for seniors because they provide structure, socialization, mental stimulation, and physical activity. Engaging in regular activities can improve overall well-being and quality of life for seniors living in a community setting.Hill Haven Nursing Home in Webster, NY is a vibrant and comfortable assisted living community that offers a wide range of amenities and care services for its residents. The community features a variety of amenities to enhance the quality of life for its residents, including a beauty salon, where residents can enjoy a pampering session, cable or satellite TV for entertainment, and a fully furnished environment for convenience.
For those who are looking to stay active and socialize, Hill Haven Nursing Home provides several recreational spaces such as a fitness room and gaming room. There is also an outdoor space with a garden where residents can enjoy fresh air and nature. The community offers restaurant-style dining in a pleasant dining room setting, ensuring that residents have access to delicious and nutritious meals.
The well-being of the residents is paramount at Hill Haven Nursing Home. They provide 24-hour call system and supervision to ensure that help is readily available whenever needed. Assistance with daily activities such as bathing, dressing, and transfers is also provided by the dedicated staff members. The community also offers medication management and special dietary restrictions to cater to individual needs.
Residents at Hill Haven Nursing Home can participate in various activities organized by the staff, including fitness programs and scheduled daily activities. Planned day trips offer opportunities for exploration outside the community while resident-run activities foster social interactions among peers.
Located in Webster, NY, Hill Haven Nursing Home benefits from its proximity to various amenities in the area. With numerous cafes, parks, pharmacies, physicians' offices, restaurants nearby, as well as convenient transportation options available, residents have easy access to essential services outside the community.
With its comprehensive care services and abundant amenities, Hill Haven Nursing Home provides an outstanding assisted living experience for individuals seeking comfort and support in their daily lives while fostering an active and engaging lifestyle within a warm community setting.
Hill Haven Nursing Home is located at 1550 Empire Boulevard, Webster, NY 14580 in Wayne County, New York
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