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The Highlands Living Center

500 Hahnemann Trail

2.3(3 ratings)· Pittsford average: 4.4

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The Highlands Living Center, photo 1

Quick Facts

Total units
122
Medicare rating
2 of 5

CMS Care Compare

Ownership
Non profit, Corporation
Certified beds
122
Inspections
View history (33 citations)
Physician affiliation
Board-certified faculty physicians from UR Medical Center
Specialist access
On-site consulting services: dental, lab, podiatry, speech therapy
Institutional model
Rochester's only university-based retirement community
Quality oversight
CMS inspection results published for the facility

What Families Think

Family feedback for The Highlands Living Center is limited and starkly split: one reviewer praised the food and staff, while another described a serious pattern of neglect involving falls, dehydration, and disrespectful treatment. The community markets itself around its University of Rochester Medical Center affiliation and access to specialist consulting services.

The Good

  • Praised food and friendly staff in one review
  • Affiliated with University of Rochester Medical Center
  • Physicians are board-certified UR Medicine faculty
  • On-site consulting services: dental, lab, podiatry, speech therapy
  • CMS quality ratings publicly shared

The Bad

  • One report of severe neglect, falls, and dehydration requiring hospitalization
  • One report of verbal abuse by staff toward a resident
  • Very small number of online reviews (only 3) makes ratings hard to verify

AI-generated from reviews and community data.

The Highlands Living Center is a senior living community in Pittsford, New York offering Skilled Nursing / Long Term Care. Families rate it 2.3 out of 5 across 3 reviews.

About The Highlands Living Center

Highlands Living Center in Pittsford, New York provides skilled nursing and assisted living care on a wooded campus. The community is affiliated with UR Medicine, and all physicians are board-certified faculty members from the University of Rochester Medical Center.

Residents receive clinical support through an array of consulting services including dental, laboratory, podiatry, and speech therapy. The community emphasizes personalized, compassionate care delivered in a home-like environment that welcomes residents as family members.

The Living Center encourages residents to bring personal belongings and offers assistance in creating comfortable living spaces that reflect individual preferences. The community fosters connection through activities such as gardening, monthly Ladies' and Men's Clubs, and dining options including lunch at the Woodcliff.

Quality care is a core commitment, with the facility publicly sharing ratings evaluated by the Centers for Medicare & Medicaid Services. CMS inspectors evaluate the facility, care processes, and documentation annually, with scores calculated from combined three-year inspection results. The community also conducts continuous internal performance evaluations and makes ongoing improvements to serve residents better.

Types of Care at The Highlands Living Center

Skilled Nursing / Long Term Care

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Reviews of The Highlands Living Center

2.3overall · 3 ratings combined

2.3★ on Google (3)

Write a review

christine desalvo

Jun 2021

via Google ↗

I was appalled at the treatment and disrespect my loved one received while there. They were returned to the hospital severely dehydrated and ended up needed another surgery in part due to the amount of falls and poor treatment that occurred while in this facilities care. I also heard verbal abuse while on the phone. An aide yelled at my loved and their cell phone was placed outside of their reach after they had complained about mean staff! Due to covid, no one was allowed in at all! A nightmare to hear a loved one being neglected and abused while not having access to them. If they hadn’t been sent back to the hospital, we were already looking to have them transferred elsewhere! Just awful!

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Government Inspection History

4 inspection visits in the last three years, 33 citations on file. Inspections are conducted by state agencies on behalf of the U.S. Centers for Medicare & Medicaid Services (CMS).

May 28, 2026Health Complaint2 citations

  • Timely report suspected abuse, neglect, or theft and report the results of the investigation to proper authorities.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedFound during a complaint inspectionDeficient, Provider has no plan of correction

  • Respond appropriately to all alleged violations.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedFound during a complaint inspectionDeficient, Provider has no plan of correction

Feb 19, 2025Fire Safety StandardHealth Standard11 citations

  • Make sure that the nursing home area is safe, easy to use, clean and comfortable for residents, staff and the public.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Apr 15, 2025

  • Have an enclosure around a vertical opening shaft.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Mar 31, 2025

  • Respond appropriately to all alleged violations.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Apr 15, 2025

  • Make sure that a working call system is available in each resident's bathroom and bathing area.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Apr 15, 2025

  • Provide and implement an infection prevention and control program.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Apr 15, 2025

  • Ensure medication error rates are not 5 percent or greater.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Apr 15, 2025

  • Ensure that residents are free from significant medication errors.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Apr 15, 2025

  • Provide care and assistance to perform activities of daily living for any resident who is unable.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Apr 15, 2025

  • Have proper medical gas storage and administration areas.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Mar 31, 2025

  • Develop and implement a complete care plan that meets all the resident's needs, with timetables and actions that can be measured.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Apr 15, 2025

  • Develop a communication plan.

    Severity C of L: potential for minimal harm, widespreadCorrected Mar 31, 2025

Jun 9, 2023Fire Safety StandardHealth Standard12 citations

  • Ensure that testing and maintenance of electrical equipment is performed.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Aug 1, 2023

  • Provide enough food/fluids to maintain a resident's health.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Jul 26, 2023

  • Procure food from sources approved or considered satisfactory and store, prepare, distribute and serve food in accordance with professional standards.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Aug 24, 2023

  • Ensure the facility is licensed under applicable State and local law and operates and provides services in compliance with all applicable Federal, State, and local laws, regulations, and codes, and with accepted professional standards.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Jul 26, 2023

  • Safeguard resident-identifiable information and/or maintain medical records on each resident that are in accordance with accepted professional standards.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Jul 26, 2023

  • Provide properly protected cooking facilities.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Aug 1, 2023

  • Install an approved automatic sprinkler system.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Aug 1, 2023

  • Have generator or other power source capable of supplying service within 10 seconds.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Aug 1, 2023

  • Provide safe and appropriate respiratory care for a resident when needed.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Jul 26, 2023

  • Have elevators that firefighters can control in the event of a fire.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Aug 1, 2023

  • Provide or obtain dental services for each resident.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Jul 26, 2023

  • Establish staff and initial training requirements.

    Severity C of L: potential for minimal harm, widespreadCorrected Aug 1, 2023

Sep 2, 2021Fire Safety StandardHealth Standard8 citations

  • Inspect, test, and maintain automatic sprinkler systems.

    Severity F of L: no actual harm, potential for more than minimal harm, widespreadCorrected Nov 13, 2021

  • Report COVID19 data to residents and families.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Oct 7, 2021

  • Have an enclosure around a vertical opening shaft.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Nov 13, 2021

  • Install corridor and hallway doors that block smoke.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Nov 13, 2021

  • Provide properly sized and located linen or trash receptacles.

    Severity E of L: no actual harm, potential for more than minimal harm, patternCorrected Nov 13, 2021

  • Provide and implement an infection prevention and control program.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Oct 7, 2021

  • Have a battery powered remote alarm panel in a location accessible by operating personnel.

    Severity D of L: no actual harm, potential for more than minimal harm, isolatedCorrected Nov 13, 2021

  • Post nurse staffing information every day.

    Severity B of L: potential for minimal harm, patternCorrected Oct 7, 2021

Source: CMS Care Compare, public federal data covering certified nursing facilities, refreshed monthly. Citations range from A (least serious) to L (most serious) on the federal scope and severity scale. Most citations are corrected quickly; review the details and ask the community about anything that concerns you.

Frequently Asked Questions

What types of care does The Highlands Living Center offer?

The Highlands Living Center offers Skilled Nursing / Long Term Care.

Where is The Highlands Living Center located?

The Highlands Living Center is located at 500 Hahnemann Trail in Pittsford, New York.

What do families say about The Highlands Living Center?

Family feedback for The Highlands Living Center is limited and starkly split: one reviewer praised the food and staff, while another described a serious pattern of neglect involving falls, dehydration, and disrespectful treatment. The community markets itself around its University of Rochester Medical Center affiliation and access to specialist consulting services.

How did The Highlands Living Center do on recent health and safety inspections?

The Highlands Living Center had 4 government inspection visits in the last three years, with 33 citations on file according to CMS Care Compare data. The full history, including what each citation was for and whether it was corrected, is in the inspection section on this page.

How can families visit The Highlands Living Center?

Submit the Request Information form on this page to connect with The Highlands Living Center and arrange a tour. Sharing your timeline and care needs up front helps the community prepare for your visit.

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