ROCHESTER, NY — The New York Department of Health has imposed a $666,000 civil penalty against Waterview Heights Rehabilitation and Nursing Center following inspections that uncovered what state regulators described as severe, systemic deficiencies in resident protection, medication administration, and basic care standards.
According to state records, inspections conducted in September 2024 and May 2025 documented 358 total violations at the facility located on Meridian Street in Rochester's Charlotte neighborhood. The violations included five incidents of physical or sexual abuse, medication administration errors affecting more than 200 residents, and residents left without basic hygiene care, as reported by The Buffalo News.
Under a stipulation and order signed in December 2025, the facility must pay $100,000 in three installments, according to the Department of Health. The remaining $566,000 will be suspended and waived if Waterview Heights meets strict compliance conditions over the next two years. Those conditions require the facility to retain a state-approved Independent Quality Monitor for 12 months to oversee corrective action plans and submit quarterly progress reports, as reported by Spectrum News.
The Elder Justice Committee of Metro Justice, an advocacy organization that has campaigned for accountability at the facility, issued a statement calling the sanctions "long overdue." "It is long overdue that the NYS Department of Health held this poor excuse for a nursing home accountable for how they have treated residents, including neglect and harm, while getting paid to do so," the committee stated.
Specific violations documented by inspectors included residents being hospitalized after preventable injuries. According to WHAM, one resident was discovered on the floor with a partially dislodged nephrostomy tube. Other findings included residents lying on wet bedding or left without linens entirely, as reported by The Buffalo News.
A consumer investigation by WHEC News10NBC found that more than one-third of the 33 violations from the most recent unannounied inspection were classified as widespread, with the Department of Health determining there was "immediate jeopardy to resident health and safety." Licensed practical nurse Michele Jackson documented conditions during an 18-hour shift, stating there were only two nurses covering an entire unit, according to the WHEC report.
Additional allegations raised by the Elder Justice Committee included residents lying in waste for extended periods, residents going unbathed for over one month, unreported Legionella bacteria in the water supply, and suspicious resident deaths, as reported by WHEC. The advocacy group has called on New York Attorney General Letitia James to investigate the facility, citing the Van Duyn Nursing Home case in Syracuse where the AG secured $12 million in penalties as a precedent.
Bruce Gendron, Vice President of Grand Healthcare System, which previously operated the facility, claimed that a subsequent re-inspection "went extremely well" and that violations "were found by DOH to be corrected," according to WHEC. The facility is currently transitioning to new management under Advanced Health Care, as reported by WHAM.
CMS Inspection History
Federal Medicare data reveals Waterview Heights carries a zero-star overall rating from the Centers for Medicare & Medicaid Services — the lowest possible score on the five-star quality rating system. The facility also received zero stars for health inspections, staffing levels, and quality measures, according to CMS records.
Over 13 federal inspections on record, CMS has documented 114 total deficiencies at the 229-bed facility. The most recent CMS inspection conducted on May 9, 2025, cited the facility for failing to respond appropriately to alleged violations, failing to honor residents' preferences and choices, failing to provide adequate assistance with activities of daily living, and failing to provide appropriate treatment and pressure ulcer care.
The facility's zero-star health inspection rating places it among the poorest-performing nursing homes in New York State. Federal regulations require nursing homes to maintain minimum staffing levels, prevent abuse and neglect, and ensure residents receive appropriate medical care and personal assistance.
The staffing deficiencies documented in both state and federal inspections are particularly concerning given the facility's 229-bed capacity. Federal quality measures evaluate facilities on outcomes including rates of pressure ulcers, falls with major injury, and emergency department visits — all areas where inadequate staffing can directly impact resident safety and health outcomes.
Ownership & Operations
Waterview Heights is operated as a for-profit partnership, according to CMS provider data. The facility has been listed on the federal Special Focus Facility program for nearly two years, a designation reserved for nursing homes with serious quality issues that require enhanced federal oversight, as reported by WHAM.
The transition from Grand Healthcare System to Advanced Health Care comes as the facility faces heightened regulatory scrutiny. Federal Special Focus Facilities are required to undergo more frequent inspections and face potential termination from Medicare and Medicaid programs if they fail to demonstrate substantial improvement within established timeframes.
Resources for Families
Families with concerns about care at Waterview Heights or other New York nursing homes can contact the New York Long-Term Care Ombudsman Program at 1-855-582-6769. The ombudsman program provides free, confidential advocacy for nursing home residents and investigates complaints about care quality, resident rights violations, and facility conditions.
Additional complaints can be filed with the New York Department of Health through the Health Commerce System online portal or by calling 1-888-201-4563. The National Long-Term Care Ombudsman Resource Center operates a helpline at 1-800-677-1116 and maintains resources at ltcombudsman.org.
Residents or family members who believe a resident is in immediate danger should call 911 or contact Adult Protective Services. The New York State Attorney General's office accepts complaints about nursing home conditions through its online complaint portal.
UPDATE — March 14, 2026
According to reporting by 13WHAM and the Buffalo News, New York State has now formally imposed the $666,000 penalty on Waterview Heights, which the Buffalo News notes is the largest fine issued by the state health department in 24 years. State Assemblymembers Sarah Clark and Josh Jensen have formed a bipartisan group to address ongoing quality concerns at the Charlotte facility, with Clark expressing skepticism about the center's ability to correct its violations. Shari Savary, whose brother was allegedly mistreated at the facility, has called for the nursing home to be shut down entirely, stating that residents should be relocated despite the disruption. The state has indicated that the fine can be reduced to $100,000 if Waterview Heights meets specific compliance conditions, including hiring an independent quality monitor and submitting quarterly progress reports for one year.
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