Norwich Springs Health Campus

Paul was in Legacy at Norwich Springs for a few months. The workers on that wing are awesome. Shealyn, Jessica, AuShawna, Zaniela, Elizabeth, and especially Michele were so kind and caring. Michele did a fantastic job at Friday Happy Hour, decorating for holidays and special events, plus taking people on field trips. She truly loves her job and cares so much for each patient. I could tell they worked hard at their jobs everyday to make the patients feel safe, entertained, and loved. There aren’t a lot of people who could do this job everyday; patience, giving special care and respecting the people they are caring for are true gifts. Thank you so much. I also want to thank the cleaning staff who keep the rooms and hallways so clean. They always had a smile for Paul and a high-five that made him feel so special. Thank you Mia Huth for all of your help and guidance through day care, Paul staying for five nites so I could travel to visit family and then being an actual resident at Norwich Springs. All of the people I’ve mentioned and others behind the scenes truly make Norwich a great place to live. Everyone always has a smile, a wave to give you from afar and really make families welcome.

When my husband needed a nursing care facility I went on a hunt, visiting 6 facilities and contacting 3 more. My expectations were high: very clean, no odor, excellent physical therapy and highly trained nurses and aides. I wanted the feeling that all personnel is upbeat, happy and nurturing. I wanted to witness dedication, patience and excellent care. I found all of it at Norwich Springs and am so thankful that I made the right decision.

Nobody's perfect, including you and me, and neither is Norwich Springs: so why did I just give them 5 stars? Let's start with the good items. The day care staff, nurses and aides, were consistently excellent. Susan especially was as prompt, efficient, professional and pleasant as any medical staff I've had. The physical therapy staff also exceeded my expectations. That surprised me because I went in with high expectations: I chose Norwich precisely because I was told that PT was one of their strengths. It was: they achieved an excellent balance of encouragement and challenge (that is, pushing you to do things that you need to do even though it hurts) with a level of empathy and of listening to feedback that ensured they kept the right balance. Sarah especially met this ideal. As a whole, I noted that all the employees work as a team, even across departments. One thing that showed how they cooperated to get things was seeing how sometimes nursing and even administrative staff pitched in to help deliver meal trays when it was needed. Now what about those imperfections? The food gets mixed grades. Taste and texture are very good, but often the main course was not very hot. And as much as I praised the day nurses and aides, the night crew was much more mixed; some were very good and others were much less so. To Norwich's credit, though, I pointed out and discussed deficiencies with a nursing supervisor, Lora, who listened openly and non-defensively, responded calmly to me, and took action about the problem. After my feedback, one night nurse dramatically improved her interactions and her promptness immediately. I consider Norwich's willingness to listen and its ability to act on critical feedback as a major plus. As I said at the beginning, nobody's perfect; but the ability to take feedback and self-correct moves an organization closer to excellence over time. Especially if you're looking for good PT as part of your treatment, I strongly recommend Norwich. Five stars.

Five years ago I interviewed this facility for my Mom. She was diagnosed with Dementia. Shannon & Andrea were the representatives placing patients in the facility. They assured us that Norwich Springs had everything and was a one stop facility. They have assisted living, memory care, rehab and a nursing home. That since Mom was self pay she could go on a list for Medicaid when money ran low. While in Assisted Living my Mom’s room was left uncleaned, if she had a bowel incontinence episode, the rug remained soiled for days. They always had a response like the cleaning staff isn’t working on the weekend. I contacted the Director Justin multiple times. I feel he is a nice person but not effective at running this facility. Things were ignored and pushed to the wayside. If you are looking for a facility that wants to take all your loved ones money and offers little care- look no further. They forced her into Memory Care. Raised the prices and charged extra for bathing, the bathing rarely happened. We were often left to do the bathing. They stated the cost was for asking her. There was a worker who prided herself with telling us she insulted my mom several times and how she smelled from refusing a bath. Many times my Mom was left in the same soiled clothing, wet depends and the level of care costs continued to climb. The workers were often on their phones not working with the Memory Care Residents. There was an activity board that often was for show. The activities rarely happened. One Sunday the restless residents were complaining to me about being bored. I told a worker and she said- I will put on Football. My Mother soiled her pants one day and was told to leave the table and go change or she couldn’t eat dinner. A more recent incident was when my unstable Mom walked from her room to the common area without her rollater. I arrived & inquired where she was. I was told “She came down here with no rollater so we sent her to her room to get it, she needs it.” The final straw is a worker inquiring about her finances and calling a meeting to announce she was being discharged & we needed to find a new facility. They did the exact same thing to another of their residents about a week before Mom. My Mother was the fifth resident in this new facility. There was no compassion, terrible care and it’s a huge money grab. There was one bright light at this facility her name is Jessica. She has heart and truly cares for the residents.