West Hills Health & Rehab

Pros

• The facility looked tidy.
• The staff were very good to the resident's father-in-law; he was always clean and his room was cleaned daily.
• The staff in the 100-room section treated the resident like family and provided compassionate end-of-life care.
• West Hills has been a blessing for the resident's brother; the staff are loved and hardworking.
• The grandfather's therapy care at West Hills was amazing, and the family was very thankful and would recommend the facility.
• Excellent care while recovering from a broken leg; staff treated the patient with respect and compassion.

Cons

• The facility is described as having mold on ceilings, a strong odor, and sticky floors, indicating poor cleanliness.
• Narcotics were allegedly stolen from a resident, and medications were not properly accounted for.
• Residents were not bathed regularly and basic needs like bathroom assistance were ignored.
• Safety equipment was missing: there were no bed alarms, no safety bars, and some wheelchairs had no brakes.
• A resident was allegedly discharged to an unauthorized non-family member, later deteriorated, and died; the place is described as needing shut down.
• HIPAA violations occurred, with private information shared inappropriately.
• Staff were described as incompetent or unprofessional, with neglect and even theft mentioned.

Review

Across the compiled experiences at West Hills, the picture is deeply mixed. Some families found the facility tidy and the staff genuinely caring, especially early in a loved one's stay. One reviewer described the place as looking clean and organized, with a father-in-law who was consistently cared for: daily baths, a clean room each day, and a section where the staff treated him like family. In that account, end-of-life care felt attentive and compassionate, and the family emphasized how the team carried themselves with warmth and respect during a difficult time.

But the other side of the story is harsh and piercing. A family member recounted a grave breakdown in care, pointing to a string of serious failures: a great-grandmother admitted for respite whose narcotics were allegedly stolen, and who was told the day before discharge that no medication existed even though all medicines were sent. They described a pattern of neglect, including not being changed regularly, not having food properly cut up or fed soft foods after a stroke, and not being moved from bed. The patient pressed the call button for the bathroom and was told to hush because "they had other people to deal with." The reviewer urged the facility to be shut down, underscoring a profound lack of patient dignity and safety.

Amid the negative voices, there are still positive notes about West Hills. One reviewer declared the facility a blessing for their brother, praising the staff as people who genuinely love him and expressing gratitude. They urged that there should be more positive posts than negative, concluding that the staff work hard and deserve recognition. That message sits alongside a smaller but clear thread of praise that the right staff can make a meaningful difference in a loved one's recovery and daily comfort.

Another stark critique focused on what the writer sees as incompetent medical and social work support. This reviewer described their aunt's experience as disastrous: the facility allegedly told the family she did not need skilled nursing or long-term care and did not meet Medicaid standards, then released her to an unauthorized former coworker who turned out to be unsafe. The aunt ended up in a hospital and, despite a brief period in care, passed away soon after. The same account paints a picture of persistent neglect - mildew-smelling rooms, sticky floors, and a facility that does not maintain cleanliness. The writer urged that the place should be shut down, painting a profoundly negative view of the institution's ability to provide basic, humane care.

Mold, odor, and equipment concerns recur in several reviews. A reviewer described moldy conditions reported by family members, with a pervasive smell, and shared stories of CNAs who expressed disdain for their duties and did not feel it was their job to help patients. This account also claims a theft: a family member's new cell phone was allegedly taken by staff. The overall tone is one of erosion - of trust, safety, and the sense that the facility once offered compassionate care but now seems dominated by what this reviewer called "greed and money," lamenting that the loving care that once characterized nursing facilities has disappeared.

There are also detailed, firsthand accounts from families who pulled their loved ones out because the care did not meet expectations. One mother's rehab stay lasted only ten days, during which the family encountered a cascade of missing equipment and safety failures: no wheelchair with brakes, no safety bars in the bathroom, no walker, no bed alarms, and beds lowered to the floor. They described delays and bureaucracy that blocked access to basic aids, and even a violation of privacy when information about the mother's condition was allegedly shared inappropriately. Sheets were dirty and the room smelled of urine, and the family reports they never received return calls from the case manager or admissions director. In the end, they moved her to a different facility and urged others not to choose this one.

Yet not every review is a uniform indictment. A few entries offer more favorable reflections amid the surrounding criticism. One reviewer labeled a previous positive experience, noting "Very good" care, and another praised a grandfather who received excellent therapy - a dementia patient who was treated with understanding and whose family expressed gratitude and would recommend the facility for others needing care. There were also testimonials of solid medical attention when recovering from injuries like a broken leg, with staff showing respect and compassion, even if the pharmacy's handling of medications caused some frustration.

Still other voices describe a blend of commendation and fault. A reviewer described excellent care in one respect but pointed to systemic issues - pharmacy problems with medication timing, or the occasional encroachment of poor communication - yet they would consider using the facility again. In another widely negative observation, a family noted that although a nursing supervisor could be kind, other staff members were repeatedly described as lacking compassion, with reports of a daughter being left wet for hours, rude or critical behavior from some nurses, and food quality that was consistently poor. The sense across these stories is that staffing shortages and inconsistent practices colored the entire experience, leaving families torn between appreciation for moments of genuine care and disappointment in the ongoing gaps.

Taken together, the reviews paint a complex portrait of West Hills. For some families, the facility can deliver tenderness, attentiveness, and quality end-of-life or restorative care that truly supports loved ones during vulnerable times. For others, the experience is marred by allegations of neglect, unsafe conditions, administrative failures, and violations of privacy and dignity that provoke lasting frustration and alarm. The spectrum of experiences - from small acts of daily kindness to grave concerns about medication safety, hygiene, and respect - highlights how the quality of care in a long-term facility can vary dramatically, depending on specific staff, shifts, and processes on any given day.

This part of Knoxville, Tennessee offers a convenient and diverse range of amenities for seniors considering the area for living. With multiple physicians and pharmacies within a short distance, residents have easy access to healthcare services. The variety of restaurants and cafes provide plenty of dining options, while nearby places of worship cater to spiritual needs. For entertainment, there is a theater close by for movie enthusiasts. Additionally, the proximity to parks such as Lakeshore Park and Victor Ashe Park allows for outdoor recreation and leisurely walks in nature. Overall, this area combines convenience with opportunities for socialization and relaxation, making it an attractive option for seniors looking for a vibrant community to call home.

Physicians

• Dermatology Associates of Knoxville (0.4 miles)
• Endocrinology Consultants Of East Tennessee (0.4 miles)
• Paul L. Becker, MD (0.5 miles)
• Matthew A. Rappe, MD (0.5 miles)
• FamilyCare Specialists (0.5 miles)
• Knoxville Breast Center (0.6 miles)
• Drs. Campbell, Cunningham, Taylor & Haun (0.9 miles)

Restaurants

• McDonald's (1 miles)
• The Edge (1 miles)
• Abridged Beer Company (1.2 miles)
• Waffle House (1.2 miles)
• Chick-Fil-A (1.3 miles)
• Walk-On's Sports Bistreaux - Knoxville Restaurant (1.3 miles)
• Aubrey's (1.4 miles)

Pharmacies

• Walgreens (1.2 miles)
• Avanced Specialty Pharmacy (1.4 miles)
• The Compounding Pharmacy of America (1.5 miles)
• The Casual Pint (1.5 miles)
• Food City Pharmacy (1.5 miles)
• First Pharmacy Management (1.7 miles)
• CVS Pharmacy (2 miles)

Places of Worship

• Fellowship Church Knoxville (1.3 miles)
• First Cumberland Presbyterian Church (2.3 miles)
• Grace Baptist Church (4 miles)
• Cedar Springs Presbyterian Church (4 miles)

Theaters

• Regal Cinebarre West Town Mall (1.6 miles)

Cafes

• Sticky Rice Cafe (1.6 miles)
• Starbucks (1.6 miles)
• Hey Bear Cafe (3 miles)
• Starbucks (4 miles)
• Kbrew (4.3 miles)

Parks

• Lakeshore Park (2.5 miles)
• Victor Ashe Park (3.4 miles)