No matter who owns this facility, it just doesn't get better. I would like to know if it is really a budget concern to handle communication more effectively. If not about cost savings then what is the reason behind long hold times, calls unreturned, and phone that ring unanswered into the night? I really would like to see the professionalism at this facility capture the management's attention. read more

The Willows - 31 minute hold time? - Rehabilitation Center Near Me - Woodbridge, Connecticut

My mother came here for rehab after a hospital stay. horrible treatment of patients! Attitude at every request, meds always late, no one here gives a hoot. Do not recommend!!! read more

My nephew has been there after having 10 surgeries in a year and is now a long term care resident. The staff, especially nurse Twan and the social worker Danielle have provided such excellent care , helping him adjust to his new reality. Yes occasionally he will have a complaint about someone but the situation is addressed, and he is being heard. I can't say enough good things about the Willows. Honestly they have gone above and beyond. read more

Truly awful services. The social workers are lovely, but terrible experience overall. Very minimal communication was provided to our family. My grandma spent a little over 2 weeks at the Willows, and I dropped off her cell phone about halfway through her stay. Not 72 hours later, her phone is missing. Very little concern or urgency has been shown by staff. Peter in administration promised some assistance in investigating the situation and failed to ever contact me again. Calling the location is essentially useless as its practically impossible to get ahold of ANYONE. The line will ring for about a minute before picking up to a dead line, and hanging up. When I was able to get ahold of someone, I was forwarded in circles by 3 separate people before I returned to the same woman I began with and gave up. I ended up going in to voice my concerns which was when I was promised a call back by Monday per Peter. That was a week ago. read more

My husband was recently a patient at Willows (3-4 weeks in December 2021). This was my second dissatisfactory experience with a family member as my mother spent time there before she passed. We had hoped that strong communication would make this different. The level of service and competence of staff is mediocre to poor. The food was unrecognizable, and my husband refused to eat. One day, he had to be taken to an outside office for a procedure. They called me because they had no idea he was scheduled to leave the facility and did not know where he was. Another time I found him lying in his own waste. No one seemed to notice or care. I had to ask for his room to be thoroughly cleaned. It was not routine to do so. His physical therapy was spotty and unfocused. I neversaw anyone in the physical therapy room. There was one mention about bringing family members in to train us on how to use the wheelchair and get my husband in and out of a car. That never happened. I was scheduled to have a Care Plan meeting with the therapists. They were late. I had taken a video (1 minute and 30 seconds) of our doorways and bathroom to determine if they would accommodate a wheelchair. They had no idea of the wheelchair measurements and showed little interest in viewing the pictures stating that they would look at them another time. My husband was very unhappy. He was not improving so I asked about preparing us for his return home. He would need a walker, bedrail, wheelchair, etc. We have no experience in managing this type of equipment. They took that to be a discharge conversation even though the day before the therapist said he was not stable enough to go to the bathroom. We had many questions about how to bring him home safely which did not seem to be their concern. We made it clear that our discussion was not a discharge conversation but a family consultation and agreed on the next steps that should occur the following week (training for me and my daughter, notification of the primary physician, and insurance company). To my utter shock and dismay, my husband was handed discharge papers the very next day. I thought it was a mistake as this individual was not in the meeting the day before and could not have been aware of the agreement. There was no hint at the meeting that this was even a possibility. Willows had turned in discharge paperwork to Medicare and told me my only choice was to appeal. My husband's condition would only be covered by Medicare for a certain period, and we were at that point. They wanted his bed and our concern for his safe discharge did not matter. Nor did they demonstrate any compassion for the family's situation. Again, we were untrained and had no experience with wheelchairs or other special equipment. This is a poorly run facility with mediocre services. Patients are transactions and their overall wellbeing is not a concern beyond what can be defrauded out of Medicare. If you love your family members and/or care about your own health, find another facility. read more

If there was a zero stars rating, that would be my rating. My story is too long to explain here. Feb. 15, 2019 I was brought to this dump for rehab after hip replacement surgery. The staff I encountered were incompetent, rude and nasty. When I questioned their methods, they became condescending and they demeaned me. Five staff members were sent to my room to try and convince me that they knew what they were doing. I plan to tell this story to anyone who will listen because they should be shut down. I'm sure they paid for their 4 star rating. I was there for one hour. I had my husband come and spring me out. The staff's final words to me were, "No, we cannot give you a wheelchair or a walker to get to your car. We cannot give you anything. read more

My mother has been at the Willows in Woodbridge, CT since 2011. I have been happy with her care every year since (now 2017). I find the staff shows genuine compassion, care, and competence. The facility is always clean and never has an odor like many residential facilities have. All of my concerns are addressed. I find the staff sees things and catch things early and advocate for my mother. The activities are daily and the recreations counselors go out of their way to encourage residents to participate. I do not share the views posted by the others who rate The Willows as 1-star. I can't imagine why they feel that way. read more

I have both of my parents there. Because of the Covid19 virus, no one is allowed to visit. My mother called me crying. They had a problem with the heat and she froze last night. She had to sleep in her winter jacket. My father has dementia and she was told she would be able to visit him after the admission paperwork was completed. At 8 pm she asked if she could see him and they said it's 8 o'clock, go to bed. If I get another call from my mother, I am going down there with the police and charge them with elder abuse. They have no heart and no brains. read more

NEVER go to The Willows, I've never seen such incompetent health care workers in my life. My grandfather was a patient there and needed to be rushed back to the ER as he pulled out his feeding tube. The head nurse called my grandmother earlier in the day and failed to mention anything about the incident. Later in the day the same nurse called back to inform my grandma of the situation but said they needed permission to send him back to the hospital. She told her that the incident happened in the early morning, well before the first phone call. Being the head nurse you would think she would check the patient's chart before contacting the family and failing to give information. My grandmother asked where my grandfather was and she responded "I don't know." After being prompted to check, the nurse comes back to the phone and says, "He left in the ambulance about 10 minutes ago." So she failed to look up his information, let alone check his room to see if he was still there or not, called the family without mentioning the incident, sent him back to the hospital, then called my grandma to ask permission after the fact. When my grandma asked about collecting his belongings, the nurse told her she didn't know anything about it and she only handles "the medical side of things." When my grandma became understandably upset about the situation she was told to "stop being sarcastic with me." Who do these people think they are, talking to family members with a sick parent like this? What an awful institution, so unprofessional with no compassion. Please send your elderly parents elsewhere if you want a place that actually cares about their patient, communicates with other staff, knows the whereabouts of the patient at all times, and gets permission the first time she calls the family, instead of taking matters into her own hands. We will not be returning nor recommending this place to anyone. read more

Do not let them do your laundry! So far have lost 3 basketball stile shorts and at least 3 shirts. Also if you ring the call bell/light, don't expect immediate response. Not a great situation... read more

DON'T. JUST DON'T. I wish there was an option to leave zero stars. Your loved one will NOT be cared for. He/she will sit in his/her bed 23 hours a day and be IGNORED. They may have PT or OT for one hour a day, but for the rest of the 23 hours they are on their own. Having them ring the button for help is a joke in this place. Your loved one will sit in their own filth for a long time waiting for help. The medical staff (and I include the non-existent APRN, LPNs, RNs, and CNAs) do absolutely nothing in this place). While the patients' buttons are ringing continuously, the medical staff sit behind their desk and socialize with one another. If you approach them with a question, they treat you as though you are bothering them. And if they do actually answer a question, they will deny it later. Make sure you get everything in writing from these people. Your loved one's life is in their hands, and that is a very scary thing. read more