Willows Center: Care Quality Deficiencies - WV
The medical power of attorney for Resident 46 told federal inspectors that facility staff had transported the resident to appointments "more than once" without notifying her beforehand. The first incident occurred in October 2024, followed by problems on January 9, 2025, and January 29, 2025.
On both January dates, she said the van driver dropped off the resident without ensuring she was there to meet him.
She called the facility's Director of Nursing directly to complain about the incidents.
But when inspectors reviewed the facility's grievance log on October 28, 2025, they found no complaints from Resident 46's representative recorded for any of those dates. The facility's grievance policy requires the grievance officer to oversee all complaints through conclusion, conduct necessary investigations, issue written decisions to patients, and coordinate with state and federal agencies.
The facility's Corporate Coordinator acknowledged during an interview that the grievances were never logged into the grievance system. He could not provide inspectors with a completed grievance form or evidence of any investigation into the family's complaints.
Medical transport records confirmed the resident had indeed been taken to appointments on January 9 and January 29. Progress notes indicated staff accompanied the resident during transport, but the family member's account suggested problems occurred at the appointment locations themselves.
The Corporate Coordinator admitted the facility should have notified the resident's medical power of attorney about the scheduled appointments. He also acknowledged that the resident was left at appointments without staff present.
For the January 29 incident, the coordinator provided inspectors with an employee statement from the van driver dated February 8, 2025. The driver explained that he became ill after dropping off Resident 46 at the appointment, notified the facility of his condition, and left to go to the local emergency room.
The statement raised questions about what happened to the resident during the driver's medical emergency.
However, the Corporate Coordinator could not provide any information or employee statements regarding the January 9 appointment incident, despite the family's complaints about that date as well.
The facility operates with 91 residents and has an established grievance policy designed to address exactly these types of family concerns. The policy assigns specific responsibilities to a grievance officer who should track complaints from initial report through final resolution.
The family member's persistence in calling the Director of Nursing directly demonstrated her ongoing frustration with the transportation issues. Her complaints spanned multiple months, from October 2024 through January 2025, indicating a pattern of problems rather than isolated incidents.
Federal inspectors determined the facility violated residents' rights to voice grievances without fear of discrimination or reprisal. The regulation requires nursing homes to establish grievance policies and make prompt efforts to resolve complaints when they arise.
The violation affected few residents but carried the potential for actual harm, according to the inspection findings. When families cannot trust that their concerns will be properly documented and investigated, the fundamental relationship between nursing homes and the people they serve breaks down.
The inspection occurred on October 30, 2025, in response to complaints about the facility. Inspectors interviewed the resident's representative, reviewed medical records and transportation logs, and spoke with facility management to document the grievance policy failures.
Resident 46's medical power of attorney continues to shoulder the uncertainty of not knowing when her loved one might be transported to medical appointments or whether adequate supervision will be provided during those critical healthcare visits.
Full Inspection Report
The details above represent a summary of key findings. View the complete inspection report for Willows Center from 2025-10-30 including all violations, facility responses, and corrective action plans.
Additional Resources
Data source: Official federal inspection data from the Centers for Medicare & Medicaid Services (CMS).
Editorial process: AI-synthesized regulatory data, reviewed for accuracy by our editorial team.
Professional review: All content reviewed by Christopher F. Nesbitt, Sr., NH EMT & BU-trained Paralegal.
Last verified: June 20, 2026 · Our methodology
WILLOWS CENTER in PARKERSBURG, WV was cited for violations during a health inspection on October 30, 2025.
The first incident occurred in October 2024, followed by problems on January 9, 2025, and January 29, 2025.
Health inspections identify deficiencies that facilities must correct. Violations range from minor documentation issues to serious safety concerns. Review the full report below for specific details and facility response.